Tue.May 08, 2018

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Author of The Nordstrom Way: What Makes a Make Mom Proud Company

Customer Bliss

Today’s post is from Robert Spector , best-selling author of The Mom & Pop Store: True Stories from the Heart of America and The Nordstrom Way to Customer Experience Excellence: Creating a Values-Driven Service Culture. As a customer service pioneer, I’d consider Robert Spector a global authority on “make mom proud” companies.

Company 100
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Creating Customer Heroes: How Your Agents Can Become Customer Storytellers

CX Accelerator

Let’s imagine, for one moment, that you’re casting your agents and customers in a movie. What roles would they play? Would your agents make their screen debut as wise sages, imparting knowledge and truth to help spur your customers to a glorious conclusion in their customer service journey? Or would your agents be more like sword-wielding fighters, battling to defeat angry customer ogres before they burn your contact center to the ground?

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10 Support Metrics for 5-Star Service

GetFeedback

Great customer support is about to sustain your business. Why measure is about quality, not quantity. Learn how to measure .

Metrics 150
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This is what you need to know about omnichannel customer support

Omnicus

Create a seamless customer experience to boost your revenue.

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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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The Age of AI & the Customer

Michelli Experience

Redesigning Process Improvement in the Age of AI & the Customer. Long ago you could win in business if you had standardized processes and your competition did not. In essence, if you standardized your processes, you maximized efficiencies and drove consistency into your product creation and service delivery. Those standardization benefits are best exemplified by Henry Ford.

More Trending

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The Fusion of Brand and Culture with Denise Lee Yohn

Customers That Stick

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Culture 90
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You’re doing it wrong: Art vs. Science in Customer Success

Answer Dash

It seems like something from a different lifetime, but I still remember the old days when sales was all chalkboards, steak knives, and “gut feeling.” Okay, well maybe chalkboards were before my time. Also, I’m vegetarian and don’t really need steak knives. But gut feelings—those were definitely the name of the game back in the day! There was a time (and I’m dating myself here) when the prevailing attitude was that selling was an art—unquantifiable, non-systematic.

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Amazing Business Radio: Jeanne Bliss

ShepHyken

Deliver a Customer Experience That Would Make Mom Proud. Would your customers agree that your service is so good, you’d make mom proud? Shep Hyken sits down with Jeanne Bliss, author of Would You Do That to Your Mother? The “Make Mom Proud” Standard for How to Treat Your Customers , and discusses her book and the art of making customers happy. ?

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Making Sense of the 2018 Marketing Technology Landscape

iPerceptions

Brands are looking more and more to the Customer Experience (CX) as a way to differentiate themselves from their competitors. To offer a CX that stands out from the crowd, marketers need the technologies at their disposal that allow them not only to better understand the needs and behaviors of their customers, but also to be able to actually deliver these experiences.

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The 2023 Verint Experience Index: Retail

Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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Top 10 Customer Service Greetings

CSM Magazine

Research has shown that 80% of customers want to be welcomed with a friendly greeting. Here are 10 examples of customer service greetings you can use or adapt to your own style. 1. “Great to meet you” or “great to hear from you” If you do not recognize the person as a regular customer, starting the conversation on a positive note will set the tone of the entire customer interaction. 2. “Hi, have you been here before?

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How to Establish a Customer Journey Through Email Marketing for Your Ecommerce Brand

Second to None

The following article is a guest post submitted by Camille Moore from Taktical Digital , a digital marketing agency based out of New York, New York: If you are interested in submitting a guest post to the Second To None blog, please reach out to danielb@secondtonone.com with your idea. Email marketing remains one of the most effective ways to establish customer relationships and boost ecommerce sales.

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Re-Investing Relationship Capital

Andrew Mcfarland

If you aren’t familiar with the concept of relationship capital let me start with a brief definition. I think of relationship capital as the “interest” you accrue when you prove your credibility, reliability, and authenticity to other people. When you.

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5 Tips to Build Customer-Centricity Through Your Employees

Rant And Rave

Any brand looking to build a customer focused culture will find themselves fighting an uphill battle if employee engagement is at an all-time low. The good news is, your employees can actually help you to become more customer-centric.

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Navigating the Future: Unveiling Trends and Bold Predictions in Customer Experience

Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?

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Why Your CX Strategy Is Failing

SaleMove

Every business that takes the time to implement a customer experience strategy likely has the same goal: for their customers to have a seamless customer journey when doing business with them and become brand ambassadors. That’s the dream, right? There’s good reason, too. 89% of companies expect to compete on the basis of customer experience in the near future.

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Whitepaper: The Five Core Pillars for Your CEM Strategy

Responsetek

Customer Experience Management (CEM) is a methodology of measuring business performance based on the voice of the customer at all touch points in order to drive continuous customer-focused improvements. INTRODUCTION. During a Bloomberg Business interview, Jeff Bezos, founder and CEO of Amazon, the world’s largest online retailer, said, “A brand for a company is like a reputation for a person.

CEM 40
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The “Silver Bullet” to Customer Health Scoring

Waypoint Group

Announcing our latest research-driven whitepaper: The “Silver Bullet” to Customer Health Scoring. B2B companies are looking for smart ways to accelerate profitable growth through improvements in customer retention and expansion, and Customer Health Scoring (CHS) has been evangelized as the way to understand when and how to best engage with a customer account, while also highlighting the overall health of the customer base.

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Top 10 Customer Service Greetings

CSM Magazine

Research has shown that 80% of customers want to be welcomed with a friendly greeting. Here are 10 examples of customer service greetings you can use or adapt to your own style. 1. “Great to meet you” or “great to hear from you” If you do not recognize the person as a regular customer, starting the conversation on a positive note will set the tone of the entire customer interaction. 2. “Hi, have you been here before?

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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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Agency Strategy: Providing Managed vs. Self-Service Marketing Solutions

Grade.us

Your clients are desperate. They just don't know it yet. Most won't realize they are, until it's too late. It's a common but unfortunate part of self-service marketing. Small business owners aren't as focused on review management as they should be. Until they're flooded with negative reviews. At that point, they're frantically looking for an agency to dig them out of the hole they've fallen into.

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TIBER-EU Framework Offers An Opportunity To Improve FinServ Cyber Resilience

Forrester's Customer Insights

The European Central Bank yesterday launched its TIBER-EU (Threat Intelligence-Based Ethical Red Teaming for the European Union) framework for financial institutions regulated within the EU. In short, there is a new voluntary framework for threat intelligence-led red-teaming exercises that has been published by the European Central Bank (the Central Bank for eurozone economies).

Banking 22
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Are tech companies the biggest threat for traditional banks?

CloudCherry

For quite a while, banks were eyeing fintech startups as their main foes. They invested in technology to compete with these startups and to improve customer experience in banking. But the landscape is constantly changing. There seems to be a bigger threat to banks coming from a different direction, namely tech companies. In fact, McKinsey and many similar top consultants are warning banks that tech giants like Amazon and Facebook could seriously disrupt the banking sector.

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For CMOs who want to keep their jobs, customer experience is job one: Report

Alida

Chief marketing officers take note: If there’s one thing you want to excel at in your next annual performance review, it’s customer experience. . Recent research released by the CMO Council found that increasing customer empowerment is “heightening the job security risks of chief marketing officers (CMOs), who are struggling to keep up with new digitally driven ways to engage, satisfy and enrich the experience of more mobile, savvy and fickle consumers.”.

Report 173
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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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Embracing the Customer-First Culture: An Exclusive Interview with Mr. Rajesh Pawar, Professional Services Head

Customer Guru

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach. We are certain that this is a first step to help organizations WOW their customers and create raving fans for themselves.

Culture 71
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How Batman Can Save Your Agile Team

iCiDIGITAL

Deep in the agile software development landscape, there lives the Batman. No, not the billionaire in body armor with lots of gadgets and a gruff voice. The ‘Batman’, in software development, is typically a role on the development team that ignores the planned iteration scope and focuses solely on “emergency” requests, bugs, or anything requested of the development team that isn’t part of the planned iteration.