Mon.Oct 08, 2018

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Multichannel CX Isn’t About Saying “We’ll Get Back to You”

InMoment XI

Multichannel CX isn’t About Saying, “We’ll get back to you” on 10 New Channels Multichannel customer engagement is a well-covered topic. A quick Google search on the topic yields over 693,000 results. Search for Multichannel Customer Experience or Multi-channel Customer Service and you’ll get more than 5 million results for each. With so much coverage, why.

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4 Tech Trends That Broke the Field Service Mold

Oracle

Not so long ago, field service employees could only connect with the dispatcher, the back office, or the warehouse in a few ways: face-to-face, by phone, or by two-way radio. At the start of the day, the schedule would be provided to the technicians, and throughout the day there’d be little to no ability to communicate back and forth should any problems arise, i.e., misplaced equipment, incorrectly ordered parts, or delays in the schedule.

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The 9 Best Ways to Win Back an Upset Customer

Steve DiGioia

when you have a love of service, it's not that hard to do. This original article was written by Steve DiGioia. Many service providers have lost sight of what really matters. It’s not the ROI, the seamless journey between touchpoints, or even the capacity to personalize the product or service we offer. It’s the ability to sustain relationships that will enable long-term viability and growth.

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Do You “Love Up” Your Customers Every Day?

Wired and Dangerous

Last week was National Customer Service Week. We hope you had many special activities planned to “love up” your customers during this special week! However, it is not really about what you do for customers during one week or one day a year is it? Absolutely not! In today’s hyper-competitive marketplace where customers’ expectations keep increasing it is about how you love up your customers every day and every interaction!

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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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NPS Scores at TriMet: Tales of Legendary Customer Experience

AskNicely

This is the next in an ongoing series of real stories about how businesses create customer experiences that surprise, delight, and grow their brand through customer advocacy. NPS Scores + Buses + Trains + Streetcars = CX (The Commuter Experience). “Good morning and welcome,” the bus driver says as I step blearily aboard the 6:50 a.m. bus into Portland.

NPS 75

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Using Artificial Intelligence in Sales Saves Time and Reveals New Opportunities

Answer Dash

Management consultant, educator and author Peter Drucker once declared that increasing the productivity of knowledge workers was "the most important contribution management needs to make in the 21st century." AI is changing that. More than 75 percent of companies are firing up AI to accelerate business development, automate busy work and deliver a better customer experience.

Sales 74
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Engagement Experience fuels Customer Experience

One Millimeter Mindset

The quality of engagement experience is essential for fueling ongoing, high-quality customer experiences. First, the act of engaging customers encourages both customers and sellers to exchange energy with one another. Like a chemical equation, is the desired reaction balanced and controlled? Or, is the quality of the engagement forceful and overwhelming?

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Thematic drives improvements in global Net Promoter Score benchmark ratings

Thematic

Do you measure transactional Net Promoter Score (NPS)? Thematic has been working with a global telecommunications provider who has been measuring NPS using an established Voice-of-Customer platform for many years. But for 2018, the company set itself an ambitious goal: to significantly improve their transactional NPS. Understand customer priorities and find insights.

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One Person Tells Two Friends: Why it Pays to Harness the Power of Stories

Rant And Rave

From the moment we’re born, people tell us stories. Fairytales, fables, tales of derring-do… storytelling can be a magical thing (and a pretty smart way of getting kids off to sleep).

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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!

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Empathy: A Vital Quality for Customer Service Agents

Call Center Pros

You can be surprised for all the times you use the word empathy… How did that word get into our vocabulary? This is due to the world of Customer Relations, but also in the HR world and, more broadly, in the managerial literature. Everyone uses it. But, what is the definition of empathy? Empathy is the ability to feel an appropriate emotion in response to that expressed by others, while clearly distinguishing between oneself and others and being able to regulate one’s own emotional response

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What’s Cooking at Kommunicate – Release Notes, September 2018

kommunicate

For previous versions of Release Notes, head here. We live by the hustle of giving you what’s best out there for customer support. Your preferred customer support platform just got much better. In this version of release notes for the month of September, we bring you lots of awesome feature releases, performance and speed improvements, and […].

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Social Sentiment Analysis: National Coffee Day Generates Major ‘Buzz’

NetBase

For some people, every day is National Coffee Day. For everyone else, September 29 th is a day to get even more amped on caffeine, and toast to the drink that gives them life. What can we learn from this recent occasion? Here are some insights to keep in mind as you apply sentiment analysis to the next commemorative day that matters to your brand. There’s (Almost) Literally Nothing to Hate.

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Flying in the face of poor customer service

Helen Dewdney

As we enter the holiday season we know there will be the inevitable flight delays and fobbing off by airlines and tour operators. Remember the BA and Ryanair debacles last year and in the case of Ryanair quite a lot this year too!? Those events certainly kept me gainfully employed informing people of their rights! But there are other things that can go wrong with flights and you still have rights when they do!

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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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Revisiting Misguided Social Sentiment: Cairo & Beyond

NetBase

Who can forget when Kenneth Cole thought a country’s uprising would make a great promotional tool to sell shoes? Maybe you’ve already forgotten! Or maybe you just never knew about it at all. Either way, it’s a good example of why understanding social sentiment and social listening – informed social listening – is so important to brands. Offensive Tweets as a Long-term Strategy?

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Customer Success Webinar: The One Question That Will Transform Your Customer Success Strategy

ClientSuccess

ClientSuccess will host Greg Daines (The Churn Whisper), Founder and CEO at Client Velocity , for this month’s customer success webinar series: The One Question that Will Transform Your Customer Success Strategy. Greg will introduce you to a simple customer success question that will help you and your organization become truly customer centric. Learn the one question backed by research and data that will help your customers stay and grow.

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Watch highlights from our Acting on Insight conference [Video]

Maru Group

Last month, we gathered together Maru/edr clients and experts from around the industry to reflect on how distilling data to drive action is key to the success of Voice of the Customer programmes. We had a fantastic day at the Bombay Sapphire Distillery in Hampshire and look forward to inviting everyone again in 2019 for the next Maru/edr Voc conference.

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CX Stories: Marriott Knocks One Out of the Park

COPC

This is part of our occasional series called CX Stories, which are personal accounts by COPC Inc. employees about their own positive customer experience. This story is from James Cammareri, vice president, business development, COPC Inc. . This past September, my father, Andrew Cammareri, turned 90. Leading up to the big day, I asked him how he wanted to celebrate this milestone, and he had just one answer: he wanted to travel to Atlanta to see the Braves play in their new stadium.

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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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How Outsourcing Tech Support In The Philippines Helps You Avoid Legal Challenges

Magellan Solutions

With the rise of the internet, technologies, and gadgets included, the government saw the need to create new laws and regulations to protect the people from the negative impact of the internet. These changes resulted in a heightened importance of service agreements compliance among tech companies which reflects the level of importance they give to their customers and the existing government laws.

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Impressions From Alibaba’s Computing Conference

Forrester's Customer Insights

Alibaba has become one of the world’s most fascinating and cutting-edge technology businesses — and is key to understanding where the digital era is heading.

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42nd World Hospital Congress | Brisbane, Australia | 10. – 12.10.2018

Happy or Not

Industry: Healthcare Booth: 50 Participants: PushMyButton The World Hospital Congress, under the umbrella of the International Hospital Federation, is a unique global event that brings key health leaders together annually to share views and experiences, network and develop excellence in healthcare and hospitals leadership. Read more about the event from HERE.

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Marketplaces, Platforms, Ecosystems, and You

Esteban Kolsky

If you ever read my blog you know that Sameer Patel (CEO of Kahuna) is a good friend and someone who challenges me from time to time on how to explain things. No, I won’t be doing any more one-page summary of complicated topics, sorry. But, I appreciate that Kahuna (actually, good friend and newly minted CMO for Kahuna Jeff Nolan) gave me early access to a report they commissioned , written by Brian Solis at Altimeter, on marketplaces (I think I am done dropping names for now, thanks for a

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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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HUMANNOVA | Madrid, 10.10.2018 | Barcelona, 15.10.2018 | Spain

Happy or Not

Industry: HR Booth: 1 Participants: Hari Tools & Consulting SL Event with more than 100 HR directors. Read more about the event from HERE. The post HUMANNOVA | Madrid, 10.10.2018 | Barcelona, 15.10.2018 | Spain appeared first on HappyOrNot.

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Marketplaces, Platforms, Ecosystems, and You

Esteban Kolsky

If you ever read my blog you know that Sameer Patel (CEO of Kahuna) is a good friend and someone who challenges me from time to time on how to explain things. No, I won’t be doing any more one-page summary of complicated topics, sorry. But, I appreciate that Kahuna (actually, good friend and newly minted CMO for Kahuna Jeff Nolan) gave me early access to a report they commissioned , written by Brian Solis at Altimeter, on marketplaces (I think I am done dropping names for now, thanks for a