Experience Matters

JANUARY 15, 2018

Happy MLK Day! Every year on this day I like to celebrate lessons that we can learn from Martin Luther King, Jr. This year, I’ll focus on this quote: “We must live together as brothers or perish together as fools“ This line is from King’s commencement address at Oberlin College in 1965 titled, Remaining Awake Through a Great Revolution.

Technology 240

Technology Customer Experience Customers 240

Beyond Philosophy

JANUARY 15, 2018

Prospect Theory is the name of the concept developed by Nobel-prize winning professor Daniel Kahneman and Amos Tversky, who were the “Godfathers of modern decision science.” It describes the hidden influences that exist that drive our behavior—and they aren’t what you think. Before Kahneman and Tversky’s paper on Prospect Theory, most economists felt like what drove decision-making was wealth, as in, the more wealth you had, the more options were available to you.

Hotels 145

Hotels Customer Experience Brands Training 145

Customers That Stick

JANUARY 15, 2018

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Customer Service Training 145

Customer Service Training Training Customer Service Customers 145

Wired and Dangerous

JANUARY 15, 2018

DNA had been a star in recent years. TV shows make it the centerpiece of crime solving programs; the news media throw the label around like they might WMD’s or TSA. DNA is a nucleic acid that contains the genetic instructions used in the development and functioning of all known living organisms. And, like fingerprints, forensic specialists are able to use the DNA in blood, skin, hair or any bodily fluid located at a crime site to identify the “bad guy.”.

Fashion 105

Fashion Hotels Connections Customers 105

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Confirmit

JANUARY 15, 2018

Market Research clients are demanding research faster than ever before as they struggle to keep up with consumer and market changes. To meet this demand, Market Researchers are constantly seeking new opportunities to be agile and automate as many processes as possible. New innovations and evolving technology are now available to help researchers turnaround projects faster and respond to client demands in an agile way.

Marketing 53

Marketing Innovation Technology Meeting 53

Solvvy

JANUARY 15, 2018

The post CSAT, NPS, CES And Beyond: Turning Customer Experience into Customer Success appeared first on Solvvy.

NPS 48

NPS Customer Success Customer Experience Customers 48

ForeSee

JANUARY 15, 2018

Today we’re pleased to announce the release of the 2018 Retail Customer Experience (CX) Insights report, our annual research study that examines key trends and data that are driving the. The post 2018 Retail CX Insight Report examines key trends and data helping drive the retail renaissance appeared first on ForeSee.

Retail 40

Retail Trends Report Data 40

Smith+co CX

JANUARY 15, 2018

If you’re not moving forward, you’re going backwards; because in today’s markets there’s no room for a static brand. If a team’s success is simply down to a group of individuals accidentally gelling, then that brand is doomed. Individuals come and go, and there’s not two of them the same. If a brand just happens to have a good team in any given department at any given time, and its culture and training hasn’t been delivered as intentional employee engage

Training 28

Training Brand Values Brands Measurement 28

ShepHyken

JANUARY 15, 2018

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. A Greater Purpose Will Give Your Customer And Employee Experience An Extra Edge by Adrian Swinscoe . (Forbes) Historically, customers used to buy the practical benefits of a product or service.

Customer Service 0

Customer Service Survey Infographics Tips 0

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Communication

Topdown

JANUARY 15, 2018

While personalization is quickly becoming the poster child for content services , few brands are unaware of the power of personalization. In fact, according to Gartner analysts Penny Gillespie and Guneet Bharaj , “Personalization is a top priority for application leaders working on digital commerce and customer experience. An effective personalization strategy enhances customer experience, leading to reduced costs as well as increased revenue from greater customer satisfaction, loyalty and advoc

Customer Satisfaction 83

Customer Satisfaction Loyalty Strategy Brands 83