ShepHyken

MARCH 31, 2024

Put Yourself 2nd to Place 1st in the Experience Economy by Barry Fiske (Fast Company) Customers can sense when a company’s products and experiences aren’t loyal to their needs, so why should they be loyal to that business? If we don’t have a product or service that meets a customer’s needs, we will go out of business.

Customer Service 80

Customer Service Government B2B B2C 80

Integrity Solutions

APRIL 8, 2024

We not only see it every day in practice, our research also bears it out. In fact, before you can have productive sales conversations with your customers, you have to have a thoughtful conversation with yourself. That’s just the simple truth. Internal beliefs are extremely powerful, in both positive ways and self-limiting ways.

Sales 64

Sales Training Financial Travel 64

CX Accelerator

SEPTEMBER 16, 2022

Projects that talk about stakeholders, users and requirements without ever sharing the actual research that led to those requirements. If you don’t know, make friends with the CFO or data folks and find out. Don’t keep the numbers to yourself. So make sure you are willing to deal with these discomforts while protecting yourself.

Study 208

Study Case Study Consulting Culture 208

BlueOcean

AUGUST 20, 2020

How do you step out of the pages of the RFP and really see customer care programs in action? Can You See Yourself Working Here?”. If you’re given a half-hour to talk freely with a group of agents, well, that tells you something too. Can You See Yourself Working with the Leadership Team? The right outsourcer gets it.

Video 156

Video Customer Care Leadership Culture 156

Beyond Philosophy

JULY 20, 2023

So, I thought we would talk about this here, too, because many of you probably are wondering the same thing. Watch Colin talking about this on YouTube: Subscribe to our YouTube channel here to see all the latest videos! It is hard to figure it out when you are too close to something. Be innovative and disruptive.

Marketing 108

Marketing Innovation Examples Groups 108

ThriveableBiz

NOVEMBER 13, 2023

Customer-driven innovation to scale -up your business To scale-up your business you have to be focused on what the customer wants and needs. You have to be different and innovative. Offering something similar, and worth checking out, because on the day they might get it cheaper, or faster etc. But are you really? Amazon is one.

Innovation 52

Innovation Entertainment Customers Customer Focused 52

Experience Investigators by 360Connext

FEBRUARY 3, 2020

Not, I’m not talking about what happens when you skip out on the afternoon session because you got a whiff of something “totally legal in this state.” ” I’m talking about the feeling you get when a great speaker is on the stage and you realize… “I’m actually learning something here.”

Training 197

Training Course How To Healthcare 197

C3Centricity

OCTOBER 7, 2020

Ever wonder how to get more people talking about your business? Then when you have converted them into customers, continue to keep them satisfied and give them something to talk about by surprising them too. Which is why I decided to write this article about the 7 key elements that will get people talking about us!

Marketing 194

Marketing NPS Net Promoter Score Effort Score 194

West Monroe

JULY 24, 2023

She directly leverages her entrepreneurial spirit and background to innovate and lead. We’re entering a year I like to call digital whiplash, where in your personal life you are able to use Chat GPT for doing tasks like planning your day or taking better notes, enabling yourself to do highly productive and efficient tasks.

B2C 98

B2C Innovation Healthcare Industry 98

ChurnZero

MAY 6, 2022

podcast to talk about his pragmatic approach to entrepreneurship, the lessons he brought with him when founding ChurnZero, and the one thing he wish he knew before starting his career. I love innovation and being first. You better gear yourself up for a long time. As an entrepreneur starting out, NRR happens later.

ROI 98

ROI B2B B2C Metrics 98

CloudCherry

FEBRUARY 16, 2018

If you launch a VoC program without a clear objective, you are setting yourself up for failure. Once you know who you want to talk to and what issue you need to resolve, you will be better able to define the goal of your program. But that also means talking to them on a regular basis. No Clear Objective.

Voice of Customer 220

Voice of Customer Customer Centricity Culture Feedback 220

Experience Investigators by 360Connext

APRIL 25, 2023

And if we’re talking about creating a CULTURE around this idea, then that means we have to determine what makes up a culture in the first place. So tossing out a phrase like “customer-centric culture” and yet not tying it to beliefs, values, assumptions, norms, and ways of interacting is simply a wish. It’s not enough to talk about it.

Customer Centricity 143

Customer Centricity Culture Contact Center Customers 143

TechSee

OCTOBER 9, 2018

On her way out, she checks with Alexa whether her shoes have been shipped by Amazon, grabs her ear buds, sets her smart home security system, and rides her electric scooter to her WeWork shared office space, stopping briefly at the local convenience store to pick up her morning coffee. They demand highly convenient and fast service.

Omni-Channel 359

Omni-Channel Self Service Customer Service Virtual Agent 359

C3Centricity

SEPTEMBER 14, 2020

New (human) perspective is needed to see the actual future that is playing out. Invest in innovation teams or innovation centres to discover new competition and possibilities to test and learn in more rapid prototyping programs (outside of risk-averse culture). “ Talk about near instantaneous gratification!

Retail 194

Retail Trends Apparel Transportation 194

Thematic

FEBRUARY 11, 2024

This year Medallia announced a self-service agile market research suite and 4 innovations in Generative AI. Of course, any conversation about AI also needs to talk about trust. One attendee shared “I’m excited to try this out as soon as I can. The ultimate focus is on unlocking the value unstructured data holds.

Conference 62

Conference NPS Hotels Self Service 62

C3Centricity

APRIL 17, 2018

Everyone is talking about customer first strategies and why they are important. However walking the talk is a different matter! Several key leadership qualities were found, including being ruthlessly customer-centric, data-driven, innovative, collaborative and agile. OK, so I’m not talking about the 2002 Minority Report.

Strategy 189

Strategy Customer Centricity Innovation Airlines 189

BirdEye

NOVEMBER 15, 2023

We’ve talked a lot about BirdAI and where we’re heading. Hopefully you guys joined us for some amazing breakout sessions with partners and customers like yourself. If you haven’t had a chance to check out those sessions, they’re all being recorded and you can watch them on demand. Uday: Yeah, absolutely.

Brands 111

Brands Data Technology Consumers 111

Experience Investigators by 360Connext

MARCH 23, 2021

Watch out for these sneaky ways typical business methods lead to customer defection. Visit your contact center when you feel out of touch. See if you can listen in, talk directly to your contact center agents, and get a pulse on where customers are seeking support.I Keeping customer praise to yourself.

Customer Experience 271

Customer Experience Contact Center Customer Journeys Metrics 271

Bill Quiseng

MAY 10, 2023

So I encourage you to remind yourself and your colleagues every day about each one of these 25 QUI QUOTES about customers and customer service. Be GREAT out there! Be GREAT out there! Customer experience management is what you do before, during, and after you find out how customers feel about what you did. So CARE BIG!

Customer Service 78

Customer Service Social Media Loyalty Customers 78

One Millimeter Mindset

APRIL 28, 2021

Why keep talking yourself out of moving one millimeter beyond what keeps you comfortable and stuck where you are? When you get out of your own way to move that one millimeter forward you liberate yourself. Give yourself permission to name that one millimeter you will navigate this week. Contact me here.

Leadership 86

Leadership Consulting Innovation Meeting 86

Lumoa

APRIL 1, 2020

The best way to address any situation is to first zoom out and get the lay of the land. By learning the ins and outs of your customers’ experiences, desires, and expectations of your product you can create a strategy to wow them. Let’s talk about why that is. After all, they only talk to a small fraction of your customers.

Customer Insights 208

Customer Insights Strategy Customer Journeys How To 208

C3Centricity

APRIL 29, 2020

New (human) perspective is needed to see the actual future that is playing out. Invest in innovation teams or innovation centres to discover new competition and possibilities to test and learn in more rapid prototyping programs (outside of risk-averse culture). “ Talk about near instantaneous gratification!

Retail 177

Retail Apparel Transportation Trends 177

SurveySparrow

JULY 14, 2022

We’re here with 5 self-evaluations for performance review examples (and much more) to get you writing the best performance review for yourself! That is where these 5 examples come in, talking about 5 different self-evaluation scenarios to help you start writing one for yourself. Fret not, though. Well, we are, too. Let’s begin.

Examples 52

Examples Culture Loyalty Programs Tools 52

C3Centricity

JANUARY 13, 2021

In appreciation of your loyalty, we have summarised the top twenty articles we published in 2020, so you can check that you didn’t miss any, or remind yourself of their usefulness: #1. If so, then you are missing out on other valuable benefits you have probably never thought about. Is Packaging Part of Product or Promotion?

Customer Centricity 177

Customer Centricity Hospitality Customer Journeys Strategy 177

Horizon CX

AUGUST 10, 2020

However, they also go on to say that no generally accepted definition of conversation exists, beyond the fact that a conversation involves at least two people talking together and it typically it occurs in spoken communication, as written exchanges are usually not referred to as conversations. That’s a straightforward concept.

Communication 130

Communication Social Media Leadership Groups 130

BlueOcean

JANUARY 27, 2020

We talk a lot about the need to align your corporate culture with your outsourcer’s, but we know it’s a lot easier to say than it is to do – after all, it’s not a particularly quantifiable element. That’s where you find out how their identity and temperament play out in real life – and whether your personalities actually click.

Contact Center 177

Contact Center Culture How To Leadership 177

C3Centricity

JULY 20, 2020

How to Innovate Successfully (What You’re Still Getting Wrong!). This post mentions the ten reasons innovation fails and then shares ideas on finding a solution to each of them. The best way to innovate is to start by looking at your target customer’s lifestyle and seeing how you can make it easier and more enjoyable for them.

Innovation 194

Innovation Leadership How To Marketing 194

C3Centricity

JANUARY 4, 2021

In appreciation of your loyalty, we have summarised the top twenty articles of this year, so you can check them out if you missed any of them: #1. If so, then you are missing out on other valuable benefits that you are missing. How come with all the talk about the importance of customer satisfaction, many companies still get it wrong?

Customer Centricity 156

Customer Centricity Hospitality Customer Satisfaction Customers 156

Solvvy

MAY 20, 2022

A week ago we announced that we had entered into an agreement to be acquired by Zoom Video Communications , one of the most iconic and innovative companies in the world. Most early-stage companies don’t make it – for a variety of reasons from lack of product-market fit to “irrational exuberance” to failure to innovate.

Innovation 126

Innovation B2B Financial Video 126

C3Centricity

NOVEMBER 4, 2019

They have also come to expect constant innovation as they quickly adapt to the once novel idea and start searching for the next big improvement. Their contact pages provide many alternative ways for customers to reach out to them, rather than the less appealing reason menu and message box that disappears into hyperspace!

Customer Centricity 149

Customer Centricity Brands Advertising Consumers 149

C3Centricity

AUGUST 12, 2019

One of the most frequent questions I get asked by my clients is how they can improve their innovation. . They then ask me if I can help them to improve their innovations and identify why this happened. Of course, I do help them, but I also suggest that next time it would be better if they called me before they started innovating!

Innovation 136

Innovation Healthcare Brands Consumers 136

Kayako

APRIL 18, 2016

As with Austin, we promise great speakers, the most innovative customer support topics and the chance to talk and learn with all attendees (and there’s always an after party!). We can proudly present to you talks from Buffer , TalkDesk , Smooch and many more that are being confirmed every day. You feel burnt out.

Conference 120

Conference Innovation Industry Meeting 120

Thematic

JULY 21, 2023

This interview was first published at Upsilonit.com Anton Oparienko (COO, Upsilon): Today, I'm pleased to have Alyona Medelyan with me, the co-founder and CEO at Thematic , an innovative feedback analytics solution. How does your customer experience management software stand out from the others on the market? Was it worth it?

Analytics 62

Analytics Feedback Net Promoter Score Chatbots 62

Think Customers

NOVEMBER 2, 2022

She brings to her role more than 30 years of experience establishing and scaling innovative businesses. There’s a lot of really exciting work to be done, lots of innovation that can be done with data, personalization, and technology. TTEC Engage CEO Shelly Swanback talks relevance, empowerment, accountability, and learning.

Leadership 52

Leadership Self Service Culture Employee Experience 52

One Millimeter Mindset

JANUARY 12, 2021

When people do not understand what you are saying, they cannot figure out what you want. That is what I am talking about. While you sound magnificent and well-educated to yourself, you just may sound like a professional elitist to others. As a result, you turn people off and they tune you out. Or what you really need.

Innovation 84

Innovation Culture Leadership Meeting 84

BirdEye

OCTOBER 16, 2023

He’s the CEO; he runs it all- strategy ,operations, innovation growth for the business. Back then, it was just reviews, so we just had online reputation but it was really innovative at that time to text customers for reviews or email them. We have really grabbed the new products and features that have come out.

Omni-Channel 64

Omni-Channel Multi-Channel Social Media Communication 64

Russel Lolacher

NOVEMBER 28, 2022

Law of Diffusion of Innovation – Simon Sinek. I’m talking about people internally in the department who don’t understand why they’re carrying out an order. We’re talking about communications today, internal communications, which again, all about relationships. ” Chris Hsiung.

Culture 98

Culture Connections Leadership Communication 98