Tue.Jul 18, 2017

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3 Ways Retailers Can Improve Customer Experience With Their Contact Center

Calabrio

No one ever said working in retail was easy. There are long hours, narrow margins, heavy competition and the threat of loss at every turn. You spend most of the year in the red, hoping for a big holiday season, and sometimes it doesn’t happen. Succeeding in retail is tough and these days it’s much more difficult. Online retailers — of which Amazon is the most notable, but hardly the only — have completely changed the market landscape and put yet another pressure on this difficult market.

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Winning Customer Experience – Simple Matters of Trust

Michelli Experience

Customer Experience and Trust…hmmm. Here’s three quick questions to engage your brain. 1) How would you answer the following? “Most people can be trusted” – True or False? 2) What percentage of Americans answered “True” to that question in 1964? and, 3) What percentage of Americans answered “True” to the same question in 2016? If I were a betting man, I would guess you answered “No” to question 1, underestimated on question 2, and may have been close on question 3.

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From Chief Information Officer to Chief Customer Officer, With Brian Lillie – CB60

Customer Bliss

Episode Overview. (Wow, can’t believe we’re at 60 episodes!). One of the interesting things about the CCO role in the last half-decade is that you’re seeing CCOs come from other, more-established parts of the organization. It’s often from Operations or Marketing, but in the case of Brian Lillie, he went from Chief Information Officer of Equinix , the world’s largest IBX data center and colocation provider, to CCO.

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Digital Humanism in the Customer Experience

Uniphore

Today, one of the main expectations regarding the customer experience is its level of personalization. However, often personalization in customer service solutions is merely a simulation of personalization, and a poor one at that. Despite the attempt to replicate the personal experiences shoppers used to experience when interacting with “mom and pop” shops, often times large organizations are simply unable to provide the same personal experience we used to receive.

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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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Why Does Your Company Need a Customer Experience Executive?

CX Journey

Image courtesy of GMC Who needs a customer experience executive? Why? What does this person do? What are the critical success factors for this role? What advice is there for future customer experience executives? Those are just some of the questions addressed in an eBook I wrote - and GMC Software released - about six weeks ago. And during a recent podcast with GMC Software.

More Trending

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Growing a Customer Success Organization

Andrew Mcfarland

Although the tempting answer to the question of when to grow your customer success team is “when you have more customers” a better approach is to grow the team before you have more customers. By grow I mean improve the.

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Amazing Business Radio: Mason Duchatschek

ShepHyken

Mason Duchatschek on the Internet Boogeyman, and What to Do When You Encounter Him. What should you do when someone posts a negative review about your company or your products or services? Shep Hyken interviews keynote speaker and author Mason Duchatschek on steps you can take to protect your online reputation. First Up: Shep Hyken’s opening comments focus on why it is important for any business, not just a retail or online business, to protect their online reputation.

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Automating Transactional Volume for Multinational IT Corporation: A Case Study

BlueOcean

The Client. This multinational IT and networking technology corporation has been our client for more than 10 years. As one of three contact center vendors supporting order management for this organization at a global level, we deliver logistics support, change management and technical documentation. On a daily basis, we coordinate logistics for engineering equipment for their top tier enterprise clients.

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How to Get Business Opportunity Leads from Your LiveChat

LiveChat

One of the possible outcomes of installing LiveChat on your website is getting more customers out of it. Although there are industries in which sales almost drives itself, for example in online clothing stores, there’re other ventures where people have a bigger need to communicate with you before deciding to purchase your product. It happens for example in IT companies, where the product is complex and visitors usually have a lot of questions about it.

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The State of Customer Onboarding 2024

Building lasting customer relationships has always been top-of-mind for businesses. However, in the last decade, organizations have recognized that the customer journey beyond the initial sale is as critical as the sale itself. Customer onboarding, or the customer’s first impression of you, is critical to forging lasting relationships and long-term success.

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What a Gangsta Punch from a Kmart Customer Taught Me About Difficult Customers

Myra Golden

My first job was at Kmart. I was 16. It was at Kmart that I learned that customers could be difficult. Customers could get so upset they’d cuss, make threats, and demand to speak to a manger. It was at Kmart that I learned how not to handle a difficult customer. This lesson came through the courtesy of my friend, Beverly Johnson. One Thursday evening, Beverly, just 17, was put in charge because management in our area was gone for the day.

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Opentalk 2017: There’s an App for That: Supporting On-Demand Economy

Talkdesk

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Here’s more information on one of the videos available in this library. There’s an App for That: Supporting On-Demand Economy.

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Successful SMS Feedback

Confirmit

In customer feedback or research programs, most participants always have their mobile phone with them, so they can provide feedback at scale in a cost-effective way. This can happen even in situations when they would traditionally be considered “offline”, such as when there is no data connection due to poor signal strength or data roaming constraints.

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NPS survey lessons from Hilton, Airbnb & Travelocity

MyCustomer

Voice of the Customer NPS survey tips from Hilton, Airbnb & Travelocity.

NPS 50
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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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7 Local Search Conferences Worth Attending Before the End of 2017

Grade.us

In the ever-changing world of marketing, one truth remains: knowledge is power. It’s the reason you read articles on this site. The more you know, the stronger your local search strategies will become. But there’s nothing like immersion to ensure that you actually consume the information presented to you. Taking a day or two away from all the stress of work and being surrounded by other like-minded individuals is a great way to guarantee that you’ll be ready to truly absorb what’s being presente

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The power of story

dscout People Nerds

Lance Weiler of the Digital Storytelling Lab on why narrative can help change the world.

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How Do You Sustain Process Changes Once Made?

Verint

In the first blog in this series we discussed the scalability of process improvement resources. In the second blog , we discussed the structure needed to prioritize processes for re-engineering and/or automation. So, once you have re-engineered a process, how do you make it stick and help ensure the changes are sustainable ? In the first blog we shared a video, “ Insurer Improves Productivity ” that illustrated the challenge behind sustaining process changes.

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Q & A with Customer Experience Futurist Blake Morgan

Bill Quiseng

I had the great opportunity to interview Blake Morgan , customer experience futurist about her new book, More is More: How the Best Companies Go Farther and Work Harder to Create Knock-Your-Socks Off Customer Experiences. I have been a big fan of her customer experience articles that regularly appear in Forbes. Her book is a must-read resource for those intent on delivering an exceptional experience for their customers.

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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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4 Steps to Monetized Net Promoter®

CustomerGauge

In our eBook, The Definitive Guide to Monetized Net Promoter®, and our most recent infographic, we outlined the four steps to mastering the Monetized Net Promoter methodology. It takes the Measure and Act cornerstones of NPS®, and builds on them to Monetize and Grow. We’ll cover the highlights of these steps, with useful tips on […]. The post 4 Steps to Monetized Net Promoter® appeared first on CustomerGauge.