Thu.May 09, 2019

article thumbnail

In Mobility, Loyalty Strategy Will Decide Who Wins

Currency Alliance

Last December, a McKinsey report said that 2018 represented… “…a tipping point from thinking, talking about, and planning for future mobility to implementing it.…when the automotive and mobility industries shifted from a driver- or owner-focused value proposition to a customer-centered one; and when micromobility started to scale up.” [i]. Of course, until a few years ago, there was no “mobility sector”.

Loyalty 56
article thumbnail

CX Professionals Talk About 3 Strategies to Drive Action

InMoment XI

At a recent MaritzCX event, we held an interactive power hour facilitated peer-to-peer discussion about creating a strategic action plan to generate the expectations and actionability of insights. The room was all a buzz with CX professionals, who were sharing ideas and discussing the methods that work best when it comes to driving action throughout.

Strategy 300
Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

When It Comes To CX, Sweat The Small Stuff

Beyond Philosophy

In our customer experience consultancy, clients tell us customers make decisions based on price or features. However, in our research, we never find price or features are the most important things. Instead, it tends to be a combination of a few insignificant, humanistic-type factors that drive customer behavior. We discussed the significance of the insignificant in a recent podcast.

article thumbnail

An Article On Customer Experience That Actually Makes Sense

GetFeedback

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. All these resources promise to offer the one right solution to delivering a great customer experience (CX), but there’s one problem: that one right solution is actually different depending on the source. This leaves you with more uncertainty about CX than you had at the start of your research. .

article thumbnail

From Data to Decisions: Maximizing Retail Potential with AI

Speaker: David Azoulay, Marc Stracuzza, 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.

article thumbnail

The Shutdown and the Storm: CXone Provides a Welcome Tool for the State of Michigan

NICE inContact

Michigan’s Department of Health and Human Services (DHHS), Integrated Services Delivery (IDS) is the state agency that manages the entire process for benefits administration — from application and qualification through delivery. Although the state of Michigan maintains 14 different contact centers for different agencies, DHHS/IDS didn’t have a dedicated contact center.

More Trending

article thumbnail

The “What’s Next” of Journey Mapping

IntouchInsight

CX thought leader, Jeannie Walters, shares tips for getting the most value from your journey mapping initiatives.

article thumbnail

New and Improved: GetFeedback Actions

GetFeedback

Surface time-sensitive customer feedback and take immediate action to enhance the customer experience. It’s often said that “talk is cheap but actions are priceless.” In this case, collecting customer feedback is easy but taking action is where the real substance lies. By now we know customer feedback is critical for good business. It identifies strengths and blind spots so you can better understand the holistic customer experience.

NPS 170
article thumbnail

The Intuitive Customer by Colin Shaw and Ryan Hamilton (a One Win Book Review)

Customers That Stick

In this One Win Book Review, we take a look at The Intuitive Customer by Colin Shaw and Ryan Hamilton. Check out the video below to hear Adam’s one win that you can take away from The Intuitive Customer to improve your organization’s customer experience and customer service. About The Intuitive Customer. FROM THE PUBLISHER: Consumers are unreasonable – but they’re not stupid.

Retail 97
article thumbnail

New and Improved: GetFeedback Actions

GetFeedback

With GetFeedback Actions, companies can surface time-sensitive feedback and prompt quick action from internal teams to enhance the customer experience.

Feedback 150
article thumbnail

Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

article thumbnail

Collecting Customer Data While Maintaining Trust: The Personalization Privacy Paradox

Second to None

In the customer experience domain, the way to the customer’s heart is through their personal information. It sounds somewhat questionable. The fact is, customers’ information allows for companies to create a more personalized , low-effort customer experience that ultimately leads to higher satisfaction. Though over the years, customers have grown to be skeptical towards the collection of consumer data.

Data 86
article thumbnail

Two Days to Journey Mapping Mastery

Heart of the Customer

The Heart of the Customer blog is a place where we share our insights on journey mapping, offer best practices based on our experiences, and share CX practitioner interviews – and we don’t normally place promotional items here. We are making an exception this week; as Jim Tincher and I prepare to release our journey mapping book this month, we want to get the word out about a new Heart […].

article thumbnail

Enterprise Chat Software: Understanding its Role & Benefits to Boost Your Business

ProProfs Chat

You must have noticed some of your visitors leave the website without making a purchase. Ever wondered what leads to such a result? Even with the perfect marketing strategy in place, you get visitors on the website. But what about engagement? And, are your strategies effective enough to shape their purchasing journey? Consumers today are in command of their product purchasing journey.

article thumbnail

Why You Need to Understand the Voice of the Customer

Customercount

It is the bad idea that causes me to be reminded that we should not talk to ourselves – we should be better listeners. We should be listening to the voice of the customer. Continue reading → The post Why You Need to Understand the Voice of the Customer appeared first on CustomerCount.

article thumbnail

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

article thumbnail

Fivestars Pay: a new way to turn payments into automated growth for your business

FiveStars

Today we’re proud to launch Fivestars Pay—a payment processing service that integrates Fivestars with point of sale systems and makes the program easy, automatic, and three times more powerful. By combining payments, loyalty, and marketing automation, Fivestars is helping local businesses drive customer loyalty at rates that significantly exceed those of big chains.

Loyalty 74
article thumbnail

4 Key Benefits of Bizagi’s Cloud Solution

Bizagi

69% of enterprises are moving their business-critical applications to the cloud. This move demonstrates that organizations recognize the benefits that the cloud has to offer. Whether that’s added security, scale or the ability to roll updates out more quickly with no downtime. However, not all cloud applications are equal. To take advantage of its full potential, applications must run natively in the cloud.

article thumbnail

What is Social Media Monitoring?

NetBase

Updated May 2019. Though Social Media Analytics has been a common business tool for nearly a decade now, various aspects still feel mysterious and confusing to those who haven’t followed its progression. This isn’t helped by the constant evolution of the industry, bring new terms – like Next Generation AI Analytics – into the equation. Additionally, many terms describing these different facets sound similar and are sometimes used incorrectly by those who don’t understand the distinctions.

article thumbnail

Here’s What’s New from April 2019 | Kommunicate Product Updates

kommunicate

We pour a lot of passion and creativity into making our product better each and every day. The April version of the product release includes the Latest version of IOS and Android SDK’S, Bug fixes, Improved UX and feature releases. If you have missed previous versions of product updates, head here. Dashboard, Chat widget and [.]. The post Here’s What’s New from April 2019 | Kommunicate Product Updates appeared first on Kommunicate Blog.

61
article thumbnail

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?

article thumbnail

Field Service USA 2019 – 4 CX Insights You Don’t Want to Miss

Oracle

Interested in the latest CX trends in field service? From April 17 th – 20 th , cross-industry service, support, and customer success leaders came together to discuss best practices in offering world-class customer service and customer experiences. Field Service USA 2019 in Palm Springs offered a cutting-edge agenda, looking at some of the latest trends and most common challenges brands face in the field today.

article thumbnail

Upgrade from Freemium to Premium with Tech Touch

Education Services Group

Everyone loves free stuff — like free samples of fancy cheese at the grocery store. But there’s a reason the store hands out free samples, and it’s not out of the goodness of their heart. They want you to spend money on a whole block of the fancy cheese. Freemium SaaS models — where the lowest service tier is free and additional features come with a monthly or yearly cost — dominate the software landscape.

article thumbnail

Essential Topics for Your Customer Service Team’s Learning Library

Playvox

A Learning Management System (LMS) is a must for call center and customer-service managers looking to improve their teams’ performance , but what topics should your learning materials actually cover? It’s not an easy question to answer, and there’s no one-size-fits-all solution. But while working processes and values differ from one call center or customer service department to the next, certain subjects remain essential for every learning system.

article thumbnail

From Customer Journey Mapping to Journey Orchestration – Aus Webinar

inQuba

On the 9th May 2019 inQuba hosted a live webinar discussing the importance of real customer journeys and Customer Journey Orchestration. Our industry expert speakers were Margot Birbeck (Director, inQuba Australia) and Antony Adelaar (Head of Product, inQuba). Questions that were addressed. How do you discover and visualize the real customers’ journeys as they navigate your products and channels?

article thumbnail

Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

article thumbnail

Help! How do I handle too many support tickets?

inSided

Let’s be clear, both customer service and customer experience are integral to business success, whether it be in B2B or B2C companies. As customer demands both evolve and increase, so too do the ways they must be handled. Scaling businesses without adequately ramping up customer support not only leads to unsatisfied customers, but can also negatively impact your bottom line.

B2C 40
article thumbnail

When should you use open-ended questions in surveys?

Survicate

The standard survey. You know it well. Tick a box for ‘yes’ or ‘no’. Give a score out of five. Or maybe choose from a list of pre-determined options. Whatever the case, it’s the classic closed-ended question survey. And it’s a staple of survey design the world over. There are good reasons why this model is so popular. However, in an ever-crowded sea of surveys, and with increasing awareness of the value of authentic, detailed feedback, it can be worthwhile to think outside the box.

Survey 40
article thumbnail

Define Your Payment Strategy For B2B eCommerce In China

Forrester's Customer Insights

As the world’s largest eCommerce market, China appeals to global B2C and B2B brands alike. But China’s B2B eCommerce market is not as mature as the consumer space, and neither is its B2B payment. Multinationals that want to develop their B2B online commerce business in China will need to clearly define their strategy, including what payment solutions […].

article thumbnail

The Secret To Create Extraordinary CX Memories

Survaider

article thumbnail

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

article thumbnail

Future Of Retail: How Brands Will Address Employee Experience In 2019

Forrester's Customer Insights

To help retailers and brands, I’m delighted to continue our series, “Applying 2019 Predictions To Retail.” Last week, my colleague Claudia Tajima spoke with Harley Manning about how customer experience (CX) is affecting retailers in 2019. I interviewed Sam Stern, principal analyst, part of Forrester’s employee experience (EX) team, and also an expert on customer-centric culture.

article thumbnail

7 Unique Review Marketing Tactics To Boost Sales

Grade.us

Reviews on review sites are great. They provide social proof. They help you build your business. There are a ton of creative review marketing tactics that are surprisingly underutilized. Your great reviews could be working a lot harder for you. Here's how several small business owners are making the most of their reviews. Review Marketing Tactic 1: Showcase reviews on your website.

Sales 37
article thumbnail

FORRward: A Weekly Read For Tech And Marketing Execs

Forrester's Customer Insights

A Better Mousetrap Is Always Around The Corner The world saw cracks in the armor of Google this week when Alphabet’s earnings reported below analyst estimates. It looks like Amazon and others have found weaknesses in the search-based advertising model — golden geese are mortal after all. So, if Google is vulnerable to disruption, then we […].