Thu.May 10, 2018

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Complaining Customers Are Your Best Customers. But Why?

Comm100

Introduction. If you work in customer service, chances are you know the signs of a complaining customer. You might recognize them by their pointed tones, their defensive, often raised voices (over email or live chat, this may present itself as all caps writing), and their creative use of insults. You may recognize the way they hold up the line at checkout, the way they demand to speak to management, or the way a look of disbelief plants itself on their faces when they hear that what they are ask

Customers 212
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Attract Customers To Your Store By Providing An Experiential Value

Second to None

Due to the proliferation of online product availability, consumers now desire more from brands than low price points and geographic proximity. For many major retail brands , the shift towards digital customer engagement has greatly impacted their ability to retain a high number of visitors coming to their brick-and-mortar locations. Thus, brands must come up with different ways to get people to come into their store, beyond trying to make a new sale.

Apparel 54
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What Makes For a Great Customer Success Plan?

Amity

A customer success plan is a blueprint by which both you and your customer can achieve mutual success. Are they really necessary? I mean, a lot of times, success is pretty obvious. If I have a Gmail account, isn’t success sending and receiving emails? How much more can it be? Maybe I chose Gmail because it was a light SaaS platform, or I have an Android phone, or because it's free vs. other options?

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The Past, Present, And Future Of CX(PA)

Experience Matters

This week I gave a keynote at the Customer Experience Professional Association (CXPA) Insight Exchange in New Orleans. As alway, it was a great event; there’s almost nothing better than a group of enthusiastic CX professionals! We’ve come a long way since we had the first CXPA event at Fenway Park in 2011. The Overall Storyline My speech was entitled The Past, Present, and Future of CX(PA).

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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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Food For Thought: How Millennials Are Changing The Food Industry

QuestionPro Audience

Food, and what consumers expect from food manufacturers and grocery stores, is evolving. Case in point: after almost a decade of discussion, the FDA is now requiring restaurants and food chains with 20 or more locations to post calorie counts. One loud voice leading this charge is the millennial generation. Here are 4 ways millennials are changing the way we eat.

Industry 199

More Trending

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How Much Does a SEV1 Cost Your Organization?

Cyara

The answer is, it depends. The cost of a SEV1 depends on many factors including when the error is discovered and how difficult it is to diagnose and repair. But first, what is a SEV1?

NPS 59
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Teens In Context

dscout People Nerds

Eclipse Experience combines home visits and mobile ethnography to get a complete picture of small town life.

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The Unique Value of Utility Marketplaces

Escalent

It is not a secret that energy utilities need to focus on strengthening customer relationships through brand and product efforts as brands like Tesla, Apple and Google are increasingly building consumer mindshare in the energy space.

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The Customer Service Experience: 3 Reasons to Include Marketing

Oracle

Adapted advice from Experience This! podcast with Joey Coleman and Dan Gingiss. In episode 22 of Experience This!, a customer experience podcast series, hosts and CX experts Joey Coleman and Dan Gingiss share why they believe a great customer service experience requires marketing and customer support teams to work together. Too many companies keep marketing folks separated from customer support team members, which really hurts their businesses, note Joey and Dan.

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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.

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From 2008 to Today, and Back to the 80s: C3 2018 Day 2 Highlights

Clarabridge

From 2008 to Today, and Back to the 80s: C3 2018 Day 2 Highlights. . Day 2 of our tenth annual C3 Conference started off with a walk down memory lane. Executive Vice Chairman, Founder and Chief Strategy Officer Sid Banerjee took us through the inception of the company and how the Clarabridge product suite has evolved to help brands optimize customer data and transform experiences.

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8 Powerful Customer Experience Bloggers You Need to Watch in 2018

Peter Lavers

We’re delighted to report that WCL Customer Management director Peter Lavers has been named in Fonolo’s list of top Customer Experience (CX) experts to follow. Peter’s honoured to be included in this shortlist of great CX influencers and thought leaders. You can read the report here. Please get in touch with Peter if you’d like to discuss Customer Experience, CRM, or Customer Value Management.

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Location Triggering and Beacon Technology Capture Real-Time Feedback Fact Sheet

Confirmit

With Confirmit Location Triggering, you can easily capture customer location data through geo-fencing and/or using the more precise Beacon technology. The data you collect can be analyzed alongside other rich sources of customer data and used to automatically initiate the appropriate next step. Download the fact sheet to learn more. Voice of the Customer Voice of the Employee Market Research.

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The Secret System Behind the Digital Buy/Sell Phenomena

Keste

Whether selling a product to an individual or to a large corporation, B2C or B2B, the digital transformation has created an entirely new set of expectations and demands.

System 40
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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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Confirmit B2B Account Health

Confirmit

For most companies, revenue is a top priority. The challenge, however, is that risks related to areas such as customer churn, service reductions, and difficulties with new customer acquisition can often stand in the way of your ability to grow. Confirmit B2B Account Health is a highly configurable solution designed to help you to understand account health and manage revenue risks from the frontline all the way through executive management in just 3 steps.

B2B 40
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Marketing Innovation Starts And Ends With Customer Obsession

Forrester's Customer Insights

Despite all the monumental changes to technology and media which afford marketers the capabilities to build emotion-rich customer relationships, they frequently struggle to rise above roles as brand despots or sales vassals. But don’t blame the tools. It’s because marketing functions are mired in minutia while prioritizing internal tasks and artificial organizational constraints over solving […].

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Agent Performance Standards: Keep It Simple

Brad Cleveland Blog

In recent years, I have seen a trend to streamline and simplify agent performance standards. In many cases, they had become too complex — weighted averages, percent time in this and that mode, formulas that would take a mathematician to figure out.

Trends 20
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Marketing Innovation Requires “Process, Process, Process!” (Channeling Jan Brady)

Forrester's Customer Insights

Marketing has come a long way but it is not yet customer-obsessed. To address this gap, we’re pleased to announce the launch of Forrester’s new The Marketing Innovation Playbook. It’s time for companies to undergo a marketing makeover. This playbook guides brands through assessing four pillars: Mindset, Talent, Process, and Insights. “Marketing innovation” and “process,” you […].

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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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Agent Performance Standards: Keep It Simple

Brad Cleveland Blog

In recent years, I have seen a trend to streamline and simplify agent performance standards. In many cases, they had become too complex — weighted averages, percent time in this and that mode, formulas that would take a mathematician to figure out.

Trends 20
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Customer Experience Leadership in the Ever-changing Media Landscape with Amy Shioji of USA Today

Customer Bliss

In today’s episode with Amy Shioji , Head of Customer Experience at USA Today Network , we talk about how she advocated for a more holistic view of customer experience and loyalty at a media company, a vertical we don’t usually discuss. Facing challenges from the disruptive nature of the media industry, we talk about how she worked to break down internal silos, improve the digital aspect of the USA Today experience, and improve the employee experience as steps to put the customer at the ce

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How to Incorporate NPS Feedback into Your Product Roadmap

Retently

Just like it’s difficult to drive to a new destination without a definite plan for how to get there, trying to build, launch and market a new product without a clear product roadmap guiding the development process is an exercise in vain. A product roadmap is a strategic plan or statement of intent matching the vision and steps involved in a product’s development.

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Dear developers, why do you still hate marketers?

InnerTrends

I might be an analyst now, but I wasn’t always one. I started my career as a digital marketer, so I know the ins and outs of this job, the heartaches and the pain. This week I got talking to a fellow marketer and, to my surprise, I realized that the developers’ misconceptions about what marketing people do are still very much alive. I thought that by now people would have understood that developers can’t earn a living without the marketing team and the other way around.

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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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7 Customer Service Challenges and How to Overcome Them

Provide Support

At some moments customer service job can be a challenge. Dealing with different people and trying to meet their expectations is not an easy task. It takes patience, sharp intellect and I would even say wisdom to navigate through the various customer moods and still provide a professional service. In this article I would like to review the biggest customer service challenges based on my own experience.

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Customer Onboarding and Its Impact on Satisfaction

CSM Magazine

According to popular American advertising advocate, Elias St. Elmo Lewis, the average customer goes through four distinct stages before they make a purchase. While this theory was popular through most parts of the twentieth century, experts in recent times agree that a customer journey ought to include customer satisfaction after the purchase of the product as well.

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Easy On-boarding with the CXApp

CXApp

As technology has become more advanced, with numerous new devices and platforms to choose from each year, so has our accessibility. As consumers, we all have our heads in the cloud, so to speak. Always connected. Always ready for the next opportunity to be ahead of the curve. It's time to use this to our benefit. You may think that, with this never-ending list of new technologically driven channels, onboarding a single customer has become increasingly complicated.

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Easy On-boarding with the CXApp

CXApp

As technology has become more advanced, with numerous new devices and platforms to choose from each year, so has our accessibility. As consumers, we all have our heads in the cloud, so to speak. Always connected. Always ready for the next opportunity to be ahead of the curve. It's time to use this to our benefit. You may think that, with this never-ending list of new technologically driven channels, onboarding a single customer has become increasingly complicated.

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Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX