Customer Bliss

DECEMBER 15, 2017

Last month, Forrester released a new report, “ Predictions 2018: The Crisis Of Trust And How Smart Brands Will Shape CX In Response, ” and it was a great read – it confirmed many of the things that myself and other CX experts alike have been touting for years. There’s an increased focus on customer experience these days, and many companies are just beginning to implement a customer experience process.

Customer Experience 286

Customer Experience Culture Report System 286

InMoment XI

DECEMBER 15, 2017

When discussing brand image audits (I.e., assessment of branding, signage and other standards such as “cleanliness”) with our Retail Petroleum clients’ channel partners, a common question I’ll hear is “Why ensure individual branding and image standards are maintained? Why does it matter if I have a few lights out in my store, some minor trash strewn about the lot, or.

Brands 200

Brands Retail 200

QuestionPro Audience

DECEMBER 15, 2017

There’s been a major disruption in consumer marketing in recent years. With DVR to fast forward through commercials and ad blockers on the internet, brands needed another way to reach consumers. Celebrity endorsements have been around as early as the 1920s, and have gained new traction in the age of social media. With social media, celebrities are able to interact with, and influence, their fan base directly.

Consumers 207

Consumers Social Media Advertising Study 207

Myra Golden

DECEMBER 15, 2017

Today I delivered a customer service workshop in Chicago. When we broke for lunch, three of the attendees invited me to a vegan bistro. Of course, I was thrilled to join them! Over lunch, one of the ladies told me, “I almost never take my vacation time. I prefer just to cash out and get a lump sum payment.” The mother in me couldn’t keep quiet.

Policies 99

Policies Banking Course Study 99

Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

InMoment XI

DECEMBER 15, 2017

When discussing brand image audits (I.e., assessment of branding, signage and other standards such as “cleanliness”) with our Retail Petroleum clients’ channel partners, a common question I’ll hear is “Why ensure individual branding and image standards are maintained? Why does it matter if I have a few lights out in my store, some minor trash strewn about the lot, or.

Brands 61

Brands Retail 61

ForeSee

DECEMBER 15, 2017

We’re constantly working to make ForeSee CX Suite the best solution for busy customer experience professionals who want one solution to power all of their CX intelligence. And today, we’re. The post ForeSee CX Suite update brings single sign-on, improved Feedback tool, & more! appeared first on ForeSee.

Tools 49

Tools Feedback Customer Experience Professionals Customer Experience 49

Grupo Noa

DECEMBER 15, 2017

The direct-response advertising from lead capture is essential these days. Whenever a company wishes to advertise its particular product or services, then the primary target of a similar campaign is to reach out to a maximum number of target audiences. The direct response industry works in that direction to transform the campaign that impact more and profitable for the firm.

Advertising 40

Advertising Call Center Omni-Channel B2B 40

Currency Alliance

DECEMBER 15, 2017

Customers are changing rapidly. Their ever-rising expectations mean that focusing on a loyalty strategy based on price and transactions alone is no longer enough: it will only produce a race to the bottom on price and once someone beats you on price, most customers will switch. Brands today must offer a more emotional customer experience if they really want to engage with their customers and build relationships that last.

Loyalty 40

Loyalty Loyalty Programs Customer Experience Social Media 40

Verint

DECEMBER 15, 2017

In 2018, the contact center industry will be all about automation. The groundswell of interest in automating many of the traditionally routine tasks in the contact center is creating a substantial impact on both employee engagement and the customer experience, and we expect this automation groundswell will do nothing but grow in the months and years ahead.

Management 29

Management Contact Center Call Recording Employee Engagement 29

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Helen Dewdney

DECEMBER 15, 2017

Website glitch shows ridiculously low prices for handbags. Ha! Harrods glitch! The Evening Standard reported that Harrods Aspinal handbags, normally retailing at £950, were on sale on their website for £8. They sold out (pretty quickly!). The Standard also reported that fine Italian leather handbags, which would have usually cost several hundred pounds, were listed at less than £5.

Consumers 3

Consumers Retail Sales Tips 3

ShepHyken

DECEMBER 15, 2017

This week we feature an article by Keith Schorah who states that in order to deliver an excellent customer experience, you have to know your customers better than ever before, and this begins with your frontline. As I always say, what’s happening on the inside of a company is felt on the outside by your customers. – Shep Hyken. Employee engagement is crucial for any organization striving to become more customer-centric.

Employee Engagement 119

Employee Engagement Customer Centricity Feedback Analytics 119