Wed.Mar 07, 2018

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How Weather Impacts Consumer Buying Behavior

QuestionPro Audience

March winds and April showers bring forth May flowers. If the groundhog sees his shadow, it means 6 more weeks of winter. While these old wives tales may seem ridiculous to some, (these people probably live in San Diego, which was voted best weather in the U.S. ) the weather has a huge influence on consumer behavior, and the effects are much more extensive than the obvious rain boot and snow shovel examples.

Consumers 220
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Customer Focus Boosts Employee & Business Performance

Experience Matters

It turns out that having a customer focus isn’t only good for customers, but it’s also good for employees and financial results. We asked more than 5,000 U.S. employees to identify what they felt was the top priority for their senior executives. We also asked them about their work efforts and the financial performance of their organization.

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The Dark Side of Customer Experience

CloudCherry

In this digital age, data resides at the core of everything. Businesses use it to garner essential customer insights that allow them to create the delightful customer experiences and compete at the top level. While we have all heard about Big Data, the term Dark Data is not quite as well known. In fact, it’s quite new and was mainly coined as this ‘dark data’ has become increasingly important, since it makes up a large percentage of Big Data but remains unused!

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Upgrade Your Customer Support Rep to a Customer Support Professional

ShepHyken

The other day I was talking with a gentleman who was as passionate about customer service and experience as I am. He had worked with support centers and we were discussing how important the team in a customer support center is to an organization. Yet, it surprised both of us just how low paid some of these support people are. That made me think about the teller at a bank, the person who is the “face” of the bank for all intents and purposes.

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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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CXone Brings ClearChoice Contact Center into the 21st Century

NICE inContact

ClearChoice has built its brand around providing a convenient, first-rate, patient-centric experience—an approach that has paid off. In little more than a decade, the company has opened 39 ClearChoice Dental Implant Centers across the U.S., employs more than 70 specialists and has helped over 40,000 patients. The decision to partner with NICE inContact and take full advantage of our CXone Workforce Management solutions has been a key determinant in ClearChoice’s ability to accommodate continuing

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How Do We Ensure Employees are Happy and Engaged?

CX Journey

I originally wrote today's post for HappyOrNot. It appeared on their blog on October 18, 2017. Without employees, you have no customer experience. It all started with a tweet. (to the left) My response was: “That’s a blog post on its own! Too much for 140 characters! But definitely need to start with listening to them.” There’s a whole alphabet soup of terminology around the various states of the employee relationship with the company, so let me start off by defining a few of them.

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Strategic Positioning Infographic | Is Your Customer Experience Agile Enough?

Michelli Experience

__. Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. Follow on Twitter: @josephmichelli. The post Strategic Positioning Infographic | Is Your Customer Experience Agile Enough?

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Celebrating #WomenInCX this #InternationalWomensDay

Customer Guru

This International Women’s Day, we at Customer Guru would like to honor women CX professionals and entrepreneurs who are working relentlessly to make the lives of their customers happy. In an endeavor to do so, we have collated the stories of women CX and business leaders across the globe and across industries – right from finance to e-commerce, and IT to fashion.

Fashion 113
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CX Secrets: CX Leaders Shouldn't Focus on Managing Feedback Systems

PeopleMetrics

As a CX leader, do you ever feel like you're spending too much time setting up users and dashboards in your feedback management platform when you should be focusing on strategic ways for your organization to improve customer experience? You're not alone. CX leaders, who are often the pioneers of customer experience within their organizations, frequently find themselves going through the motions of setting up their feedback platform instead of doing what they were truly hired to do - collaborate

System 76
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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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Disney’s Never & Always

The DiJulius Group

CUSTOMER BILL OF RIGHTS World-class service companies have what I refer to as a “Customer bill of rights.” These are guidelines that every person in that organization clearly knows and follows 100 percent of the time. Would you ever expect a Ritz-Carlton employee, when asked for directions to the ballroom, to give a response like, Read Full Article.

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Never Lose Sight Of The Customers – Sue Duris, Director of Customer Experience & Marketing, M4 Communications, Inc.

Customer Guru

Sue Duris – in her own words is “customer-obsessed”! She is a renowned customer experience expert, currently serving as the Director of Customer Experience and Marketing at M4 Communications, Inc. , Palo Alto, CA. Sue has varied interests and this is evident in her work. On one hand, she leverages her two biggest passions – technology and customer experience – to aid tech startups to grow and differentiate through customer experience excellence.

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Vlog Series Part II: Digital Transformation & The Customer Experience

Truthlab

Reading Time: 4 minutes Chris: What’s the next step? How do you use that persona to improve your customer experience? Kirsty: Sure. The next step that’s really important to, once you have your personas, to actually then use data to see where there may be friction points within the journey. And, then, actually interview your customers based on these […].

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Being Good At CX Is Not Good Enough – Jennifer Parnell, DGM – Customer Engagement, BookMyShow

Customer Guru

Jennifer Parnell currently serves as the Deputy General Manager – Customer Engagement at BookMyShow. She comes with 20 years of work experience, of which 15years have been in Customer Experience. About BookMyShow. BookMyShow is India’s largest entertainment ticketing portal today, launched in Aug 2007 as India’s first ticketing aggregator.

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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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The Life Of A CSM As Told By The Oscars

Amity

Stars. They're just like us. If you don’t live under a rock and maybe check social media from time to time, you’ll know that the Oscars took place last weekend, and like every year, they did not disappoint. Now, we don’t mean to make everything about Customer Success, but we’ve noted a couple times when the Oscars were so CSM.

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Remain Relevant To Your Customers – Radhika Aggarwal, Co-Founder And Chief Business Officer, ShopClues

Customer Guru

Radhika Aggarwal is the Co-Founder and Chief Business Officer at ShopClues.com. She is also the first Indian woman Co-Founder to enter the prestigious echelons of the Unicorn Club. As the driving force behind the go-to-market initiatives of ShopClues.com, she has carefully nurtured the brand to make it a household name in less than 6 years. Radhika Aggarwal had received the CEO of the Year by CEO Asia Awards 2016.

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Create A High-Performance Customer Engagement Platform

Second to None

The ability to curate high levels of customer engagement can help brands to increase their customer retention rate, which can have a direct impact on overall profitability. Brands in any industry can benefit by creating a platform that encourages return customers, and one key aspect of doing so is establishing clear moments along the customer journey meant to increase levels of engagement before, during and after purchase.

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Love Your Customers And They Will Love You Back – Nienke Bloem, Customer Experience Consultant and Keynote Speaker

Customer Guru

Nienke Bloem is an acclaimed Customer Experience (CX) consultant and a distinguished keynote speaker on CX. Her passion for the field of customer experience is evident in her credentials and her work. Nienke is a certified Customer Experience Professional (CCXP). Notably, she is one of the few CX professionals in the world who is an Authorized Resource and Training partner of the Customer Experience Professionals Association (CXPA).

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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

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How DevOps Has Helped Speed Innovation at Cyara

Cyara

More and more Cyara customers are moving to an Agile/DevOps model because it allows them to release features more quickly, among other benefits. As one of Cyara ’ s Cloud Operations Managers, I ’ m tasked with automating operations and bringing together the development and operations teams. So I ’ d like to share what I ’ ve learned from our own Agile/DevOps journey.

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Put Your Customers At The Heart Of The Business – Dr. Maneesha Pednekar, Director of Process & Quality, Atos International

Customer Guru

Dr. Maneesha Pednekar is currently working as the Director – Quality for Atos in India and drives initiatives on Quality & Customer Experience. She is a Certified Customer Experience Professional from the CXPA (US). She is also a Gallup Certified Strengths Coach and has trained in profiling and assessing for Emotional Intelligence. In 2017, Dr. Pednekar was identified as one of the top 50 Most Impactful Quality Professionals by the World Quality Congress in India.

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Why surveys aren’t enough for Voice of the Customer success

Eptica

Date: Wednesday, March 7, 2018 Why surveys aren’t enough for Voice of the Customer success. Published on: March 07, 2018. Author: Taoufik Massoussi Brands understand that they need to listen to their customers if they are to deliver an engaging experience that drives loyalty and long-term revenues. That’s why they have invested heavily in Voice of the Customer (VoC) programs that seek to collect and act on customer insight.

Survey 49
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Align Customer Experience Priorities With Business Objectives – Devika Vittal, Director Of Customer Experience, UAE Exchange

Customer Guru

Devika Vittal is the Director of Customer Experience at UAE Exchange. She is a seasoned customer experience professional with a demonstrated history of working in the financial services industry. Her expertise in this space helped UAE Exchange win two Customer Experience Benchmarking Index Awards for 2014. As a brand, UAE Exchange believes in ‘Going that extra mile’ for its customers by providing them with prompt and customised services as per their financial needs.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

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5 Must-See Commerce Sessions at Oracle Modern Customer Experience 2018

Oracle

Oracle Modern Customer Experience 2018 will take place April 10 – 12 in Chicago, with 250+ planned sessions focusing on the hottest topics in customer experience. Over 80 of these sessions will focus specifically on commerce trends and technologies. **Ready to register now for Modern Customer Experience 2018? Visit the registration page and use discount code “SmarterCX” to get $500 off the onsite rate now through April 9, 2018.

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How chief customer officers can impact CX in their first 90 days

MyCustomer

Engagement CCOs: How to improve CX in just 90 days.

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Talkdesk Successfully Achieves SOC2 Type II Certification

Talkdesk

In support of our commitment to enterprise data security, Talkdesk is pleased to announce our newest security certification: SOC2 Type II. SOC stands for system and organization controls and is a system of service organization standards designed to measure how well an organization conducts and regulates its information. This certification, along with our security support for GDPR and HIPAA regulations , highlights our ongoing commitment to enterprise-class customer data security.

System 40
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Key Takeaways: Verint Atlanta CIO Automation and AI Roundtable

Verint

Verint’s John Goodson, SVP & GM, Products, Customer Engagement Solutions, hosted an invitation-only CIO/Executive Roundtable and Dinner on the topic of Robotics and Artificial Intelligence (AI) on February 21 in Atlanta’s Perimeter area. Executives from more than two dozen leading organizations attended representing healthcare, transportation, travel and hospitality, financial services, building products, manufacturing and retail sectors.

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ABM Evolution: How Top Marketers Are Using Account-Based Strategies

In times of economic uncertainty, account-based strategies are essential. According to several business analysts and practitioners, ABM is a necessity for creating more predictable revenue. Research shows that nearly three-quarters of marketers (74%) already have the resources needed to build successful ABM programs.

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Strengthen Ties Across the Organization

Brad Cleveland Blog

Effective communication across an organization is essential to sharing and using voice of the customer. And there are plenty of additional reasons to strengthen ties. Opportunities for ongoing product and service improvements and innovations almost always involve other areas.

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Improving Customer Experience Is The Only Way Forward – Sonia Bhatia Salmin, Customer Experience Specialist

Customer Guru

Sonia Bhatia Salmin, Ex-Head of Customer Experience at Piramal Pharma Solutions, shares her thoughts on the importance of CX, and how she led Piramal Pharma Solutions into becoming one of the most customer-centric pharmaceutical companies in India. Piramal is a Pharmaceutical Contract Development and Manufacturing Organization, offering end-to-end services required to bring a drug to the market place faster and is renowned for its quality and reliability.

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Strengthen Ties Across the Organization

Brad Cleveland Blog

Effective communication across an organization is essential to sharing and using voice of the customer. And there are plenty of additional reasons to strengthen ties. Opportunities for ongoing product and service improvements and innovations almost always involve other areas.