Sat.Jul 03, 2021 - Fri.Jul 09, 2021

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Defining the Gray Area Between Stretch-Fit and Bad-Fit Customers

ChurnZero

Your product or service is not going to be right for everyone. And just because you can sell a customer your solution, doesn’t mean you should. But where do you draw the line on customer fit? When is it OK to push your selling boundaries? And how do you know when you’ve gone too far? When assessing a customer’s fit, defining what’s a reasonable stretch versus a fundamental mismatch is murky territory.

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Do the CX Buttons You Push Matter?

Heart of the Customer

Research from CustomerThink, Forrester, Pointillist, and the XM Institute agree: Few CX programs can prove that their work matters to business outcomes. This reminds me of a story from my college days. I was visiting my buddy Rick, and we went down to the rec room in the basement of his dorm to shoot some […]. The post Do the CX Buttons You Push Matter?

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Create Your CX Charter with These 6 Questions

Experience Investigators by 360Connext

Customer experience (CX) programs often begin with an idea and a dash of sincere enthusiasm…and little else. To arrive at real outcomes, CX programs depend on cross-functional leadership to turn words and ideas into actions. But what is that cross-functional team supposed to do, exactly? . A Customer Experience Charter can answer that question.

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These 10 Phrases Will Make Someone’s Day Better

Steve DiGioia

Along with all the responsibilities of your job and the myriad of tasks you must do each day, I want to add a few more things to that list by asking you to use these 10 phrases that will make someone’s day better. Most everyone we come across has their own issues that lurk under their sometimes-false façade. They deal with anxiety and health issues that weigh heavily, financial and personal matters that keep them up at night, and a host of other problems that make their day more stressful

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From Data to Decisions: Maximizing Retail Potential with AI

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and guest speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

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4 Ways Small Businesses Use Free Chatbots to Drive Sales

Comm100

For many small businesses, the idea of launching a chatbot to handle customer support and sales questions seems out of reach. The cost to run it, the expertise to set it up, and the time to manage it – all this needs a level of resource that they can only dream of. But what if a chatbot was free, didn’t need any technical skill to create, and required almost no maintenance?

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More Trending

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Sales Development Representative

Uniphore

WE'RE HIRING. SALES DEVELOPMENT REPRESENTATIVE. Sales Development Representative. If you thrive in the thrill of the hunt and celebrate gaining the interest and respect of prospective buyers, then we need to talk! We’re seeking a curious, gritty and persuasive professional with sales development experience in the enterprise software space. The right candidate will have a knack for learning a new domain and using that knowledge to nurture and persuade senior stakeholders (Director, VP and C-level

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Your guide to NLP and NLU in the contact center

NICE inContact

Artificial intelligence is transforming business models and the way many of us live our lives. Businesses use AI for everything from identifying fraudulent insurance claims to improving customer service to predicting the best schedule for preventive maintenance of factory machines. And if you use a Nest thermostat, unlock your phone with facial recognition, or have ever said, "Alexa, turn off the lights," you're using artificial intelligence in your everyday life.

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Customer Service Versus Customer Experience … What’s the Difference?

ShepHyken

It is one of the most common questions I’m asked in interviews: What’s the difference between customer service and customer experience (also known as CX)? While I’ve written about this before, my original article about customer experience was more about how to create a more interactive experience. The example I used was how Home Shopping Network (HSN) incorporated gamification into the customer experience.

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The Ugly Truth: Surveys Alone Aren’t Enough

Alida

Surveys have long been the backbone of getting to know customers. They’ve been seen as a relatively easy and inexpensive way of collecting feedback—and for the most part, they are. But the ugly truth is, sometimes traditional surveys can be long—and let's be honest—boring. Surveys aren’t always the most engaging to the customer, meaning you’re not likely to hold their attention long enough to get the information you need to make impactful business decisions.

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The 2023 Verint Experience Index: Retail

Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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048: A World-Class Patient Experience

The DiJulius Group

Chief Revolution Officer John DiJulius of the DiJulius Group interviews Dr. Vance Thompson, owner of Vance Thompson Vision, who have totally disrupted the LASIK and cataract surgery industry. They provide a world-class employee experience, patient experience, vendor experience, and community experience. Vance’s genuine love for people and enriching their lives is contagious and inspiring.

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5 ways universities can prepare for a successful clearing

Eptica

Date: Wednesday, July 7, 2021 Author: Pauline Ashenden - Demand Generation Manager 5 ways universities can prepare for a successful clearing. Published on: July 07, 2021. Author: Pauline Ashenden - Demand Generation Manager Clearing is the busiest time of the year for universities and colleges. Get it right and they can fill courses and guarantee revenues.

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Amazing Business Radio: Heather R. Younger

ShepHyken

Empowering Employees through Caring Leadership. The Impact of Caring Leadership on Employees and Customers. Shep Hyken interviews Heather R. Younger, Founder of EmployeeFanatix. They discuss the importance of alignment and the servant mindset in empowering self-leaders. Top Takeaways: Hire people who assume a leadership position when it comes to taking care of the customer.

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When Your Product Is Your People

dscout People Nerds

Lisa Madokoro and Taylor Kim of Shopify’s Talent Insights & Research team on building meaningful human experiences when the “users” are your colleagues.

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Navigating the Future: Unveiling Trends and Bold Predictions in Customer Experience

Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?

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How to Live an Extraordinary Life…So countless others do as well

The DiJulius Group

Who are you not to be great? Who are you to be ordinary? Who are you to deny greatness? If you would deny it to yourself, you would deny it to the entire world. How dare you to be ordinary? Each of us has the ability to impact thousands of people’s lives through providing genuine. Read Full Article. The post How to Live an Extraordinary Life…So countless others do as well appeared first on The DiJulius Group.

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Is Outsourcing Your Customer Experience Really A Good Idea or Just Wrong?

Beyond Philosophy

Maybe it’s a towing service. Perhaps you use an interior designer. It could be that you needed to outsource your call center. Whatever the reason may be, you have outsourced part of your Customer Experience. There is an inherent risk involved, of course, if there are problems. After all, customers do not distinguish between the part of the experience you provide and the part your third-party does.

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Guest Post: 5 Tips to Foster a Customer Community in Your Business

ShepHyken

This week we feature an article by Davis Nguyen, the founder of My Consulting Offer. He writes about how to cultivate a customer community. All company leaders know that their customers are the lifeline of their business — without loyal customers who would rather choose your product or service over one of your competitors, your business could ultimately become stagnant and fail.

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Measuring Customer Loyalty: 5 Ways to Track It

Totango

Measuring customer loyalty gauges the strength of your client relationships, helping you predict and manage performance. Loyal customers are likely to buy from you again and refer you to others, increasing your revenue. Customers who don’t feel committed to your brand are more likely to churn and spread negative word-of-mouth. Being able to quantify how loyal your customers are can help you evaluate where you stand with your clients, predict where your customer relations are going and take steps

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Top 5 Ways to Optimize Your Loyalty Strategy

Speaker: Lauren Barash, Vice President, Brand Marketing

In an ever-evolving industry, building and retaining loyal customers is critical to the success of any restaurant business. Join Lauren Barash, VP of Brand Marketing at Full Course, as she delves into the world of restaurant loyalty programs, and reveals the top five essential strategies to optimize your approach! This webinar will explore: Loyalty trends and what you should be focusing on 📊 Actionable insights and ideas to help you develop the most powerful and effective loyalty program

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Google Collaborative Inbox: Pros, Cons, and 5 Alternatives

Help Scout

When starting a company, finding the right customer service tool isn’t always at the top of the priority list; you’re more focused on getting customers and proving out your idea. Then, one day, a customer sends you a question. Then another. And another after that. Eventually, you’re regularly fielding questions from customers and may find it challenging to manage all the incoming requests.

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Why Do Bonuses for NPS Scores *Seem* Wise?

Heart of the Customer

I’ll get right to the point: Change management is cheaper than bribing employees. It’s more effective, too. The CEO of a client organization recently asked us about offering a bonus tied to their Net Promoter Score (NPS). He believed that this would motivate employees to think more about customers and improve their experience. Without mincing […].

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What’s The Fate of A Customer Experience Officer (CXO)?

Doing CX Right

Is the Customer Experience Officer role increasing or becoming obsolete as WSJ article questions. Read Stacy Sherman's view as you form an opinion. The post What’s The Fate of A Customer Experience Officer (CXO)? appeared first on Doing CX Right.

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Amazing Rate: See Just How Great Realtime CRM Campaigns Do

Optimove

Buzzwords, just like stereotypes or cliches, unfairly get a bad rep. Because whether you’re scrolling through your Twitter feed, reading a book, or meeting new people, the truth is that buzzwords, stereotypes, and cliches give you something so valuable it’s essential for our survival – the ability to make quick decisions, to act and react, when information is overloading, and time is of the essence.

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Mapping Digital Transformation: Retail’s Strategic Shift

Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib

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??  Just Launched: Machine Translation for Knowledge Base

Vanilla Forums

Integral to great support for a global business is ensuring they have access to help and documentation regardless of the language they speak. But manually translating all your content is a lot of effort, and one that most companies don’t have the resources for. That’s why we’ve introduced Machine Translation for Vanilla’s Knowledge Base. This is a big feature, so we want to give a bit more context around what it is and address some questions.

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Why empathy is the answer to understand your customers better?

SurveySensum

I have seen many businesses wonder, ‘How can we build better rapport with our customers?’ or ‘How can we ask them to trust us?’ All of this and much more to improve their bottom line. And then they ask themselves, . “Do we need to post more on social media?” . “Should we follow suit and do what the competition is doing?” . “Should we dive headfirst into the latest marketing trend?”.

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Enterprise AI can’t succeed without enterprise information architecture

PK

In 1967, Melvin Conway submitted a paper to Harvard Business Review called “How Do Committees Invent?” that described correlations between innovation, design of systems, and organizational group structures. Since there […]. The post Enterprise AI can’t succeed without enterprise information architecture appeared first on PK.

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Save time for your marketing team with Birdeye integrations

BirdEye

Your team members are busy delivering fantastic experiences – they most likely don’t have the time to manually collect social proof and customer feedback. Luckily, there’s no need to add more work to their already busy schedules. By integrating Birdeye with your existing business software, you can automatically send review , referral , and survey requests while employees focus on delighting customers across all your locations.

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The Open CCaaS Advantage Report

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

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Meet Scott: Customer Support Representative at ChurnZero

ChurnZero

ChurnZero’s employee spotlight series highlights the person behind the professional, digging deep and discovering what drives our team members. This spotlight features, Scott Polidoro , Customer Support Representative at ChurnZero. . Scott plays a central role in providing best-in-class services to ChurnZero’s rapidly expanding customer base by giving product guidance and investigating and helping to resolve product issues. .

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NPS® Follow Up Emails

Zonka Feedback

Nearly. two-thirds of the companies who measure CX metrics prefer to calculate Net Promoter Score® over Customer Satisfaction (CSAT) Score and Customer Effort Score. But do all the companies utilize the advantages of measuring NPS®? Well, this depends on what they further do with it. NPS® is a CX metric that measures Customer Loyalty with a brand or an organization.

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CRM Hack: Smart Recommendation Models for You to Use

Optimove

Product recommendation engines have been around for a while but there are some key learnings most brands today still can leverage. Firstly, thanks to how products recommendations are a great way to improve the overall UX while simultaneously generating more revenue for your org. And secondly, because customers’ past purchases, web activity, and actions can all be used as predictors of driving new purchases – thus contributing to the model.

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