ThriveableBiz

NOVEMBER 13, 2023

In Jack Trout & Steve Rivkin’s classic book “ Differentiate Or Die ” they say … “In order to reinvent the idea of a unique selling proposition (or USP) and differentiate their products from competitors’, companies must move away from differentiation based solely on product, and engage consumers in ways that truly reach them.”

Innovation 52

Innovation Entertainment Customers Customer Focused 52

ShepHyken

AUGUST 20, 2018

If you can find a way to make your customer’s life easier, or find a way to be easier to do business with, you will have added a new level to your CX that will draw customers away from the competition. The book highlights dozens of companies that have used convenience to disrupt their competitors. How can you do that?

Self Service 80

Self Service Industry Banking Video 80

Eptica

FEBRUARY 19, 2019

and over the years I became a regular customer. I get new magic books and props in here every week. Employees on the front line of customer service must have not only the right personality and attitude, but also a consistent knowledge base to be most helpful to the customer. Why focusing on CX is key at times of change.

Loyalty 109

Loyalty Customers Knowledge Base Customer Service Training 109

Beyond Philosophy

NOVEMBER 22, 2017

For some time, it has been understood that, when purchasing a product or service, consumers are essentially ‘hiring’ a supplier to get a job done. Clayton Christensen, a professor of business administration at Harvard Business School, has identified this trend in his book, Competing Against Luck. Michael Lowenstein, Ph.D.,

e-support 89

e-support Banking Culture Consulting 89

transcosmos Information Systems

NOVEMBER 6, 2018

In August 2018 , Apple became the first American public company to reach $1 trillion market value. Financial commentators and investors have expected this to happen, seeing that technology share prices ended strong in 2017 and are continually booming this 2018. Lesson #5: Obsessive customer focus.

Customer Service 48

Customer Service Ecommerce Hotels Wait Times 48

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. She recently wrote the book on customer understanding ! She’s the author of Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of the Business).

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. She recently wrote the book on customer understanding ! She’s the author of Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of the Business).

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SurveySensum

JULY 14, 2020

Blake Morgan – Customer Experience Futurist, Keynote Speaker, Author. Industry Leader in customer experience, Blake Morgan is a Keynote Speaker, Author of two books, a Customer Experience Futurist, and a Guest Lecturer at Columbia University. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Gainsight

APRIL 23, 2019

If you want to build a product customers love , you need to know how your users are actually using it—not how you think they are or want them to. One of the tenants of a true customer-focused product teams is to incorporate customer feedback. Start the production of new features by focusing on only one target persona.

Tips 49

Tips Management Roadmap Conference 49

SurveyGizmo

DECEMBER 13, 2017

With the new year ahead, there is no better time than now to start discussing 2018 customer experience predictions. While taking a look at how customer experience programs matured this year, we saw a “customer obsession” shift from an operational business standpoint — a prediction Forrester made in late 2016. .

Customer Experience 58

Customer Experience e-support Customers Study 58

Wootric CX Blog

DECEMBER 9, 2020

Banco Guayaquil is Ecuador’s second-largest private bank with approximately 2,500 employees, serving 2M customers across 140 branches and more than 7,000 banking locations. In 2018, Banco Guayaquil launched Proyecto Centrico. a 5-year strategic plan aimed at improving customer experience at all levels. .

Banking 52

Banking How To Effort Score Culture 52

Grade.us

SEPTEMBER 12, 2018

For example, customers who really want a black 2018 Prius Prime can tell Cars.com that. Customers can book an appointment directly from the site. Kelly Blue Book. For one thing, every year DealerRater gives out Dealer of the Year and Consumer Satisfaction Awards. Kelley Blue Book. Both stores.

Automotive 23

Automotive Industry How To Video 23

GetFeedback

JULY 23, 2018

Retail is changing in 2018. Creating an amazing customer experience through omni-channel customer journeys that engage your prospects where they are and help shuttle them through your sales funnel. Using Customer Journey Mapping to Create an Omni-Channel Experience. booking an appointment with an associate.

Omni-Channel 218

Omni-Channel Customer Journeys Retail e-support 218

Comm100

MARCH 1, 2018

In the retail example above, this would be like making sure there are always salespeople on hand and ready to help, while also giving customers and staff access to an easily searchable big book of commonly asked questions to search before they consider asking a member of staff. Increase Convenience for Your Customers.

Contact Center 106

Contact Center e-support Self Service Knowledge Base 106

SmartKarrot

JANUARY 5, 2021

Known as the Founding Director at Customer Success Leaders Institute and the CEO at The Customer.Co , Dave’s ideologies and work are ubiquitously respected. In the past two decades, he has not only advised several SaaS leaders on customer strategies but also founded and established customer-focused SaaS businesses.

Customer Success 21

Customer Success Chief Customer Officer Leadership B2B 21

ShepHyken

APRIL 9, 2018

(destinationCRM) Customers across industries now expect a better overall experience thanks to Amazon, and here are a few ways your business can follow their lead. My Comment: Joey Coleman is one of the leading customer service and CX experts. His brand new book, “ Never Lose a Customer Again ,” is just out.

Net Promoter Score 89

Net Promoter Score Loyalty Programs Customer Service Chatbots 89

Customer Alignment

DECEMBER 18, 2017

As I was considering ‘what to expect in 2018’, I took a step back and contemplated 2017. We heard talk of Machine Marketers , Personas , Play Books , Influencer Marketing , Big Data/ Big Science , Webrooming & Showrooming and GDPR. Depending on the source you read, 80-95% of customer data is unstructured. Forget failures.

Omni-Channel 45

Omni-Channel Customer Journeys Chief Customer Officer NPS 45

Chattermill

AUGUST 29, 2018

The Guide to Building Your Customer Experience Technology Stack. on 30 Aug 2018. Discover the best tools to improve your customer experience. From data collection to brand management to consumer marketing, Survey Monkey really is an all-in-one tool that will meet and then exceed your expectations for collection.

Technology 40

Technology Customer Experience Consulting Analytics 40

Chattermill

AUGUST 29, 2018

The Guide to Building Your Customer Experience Technology Stack. on 30 Aug 2018. Discover the best tools to improve your customer experience. From data collection to brand management to consumer marketing, Survey Monkey really is an all-in-one tool that will meet and then exceed your expectations for collection.

Technology 40

Technology Customer Experience Consulting Analytics 40

ShepHyken

JULY 23, 2018

Why reducing customer friction is the new customer loyalty by Jeremy Goldman. (TNW) TNW) The marketplaces that are winning loyalty from today’s consumers are doing it by focusing on reducing customer friction points. Reducing friction is about customer convenience. Follow on Twitter: @Hyken.

Customer Service 69

Customer Service Banking Chatbots Loyalty 69