Experience Matters

FEBRUARY 10, 2017

I was very fortunate (as a die-hard Patriots fan) to have attended Super Bowl LI in Houston. It was the most amazing game that I’ve ever seen. I’m still a bit numb. After spending most of the game feeling very melancholy and wondering why I had bothered to make the trip to Houston, the Patriots […].

Leadership 146

Leadership Customer Centricity Culture Customer Experience 146

Forrester

FEBRUARY 10, 2017

TSA, America's infamous airport security organization, made headlines earlier this year when they placed the blame on passengers for long lines at airport security, claiming that individuals were at fault for showing up to checkpoints unprepared. Anytime an organization puts the onus back onto the user for not being able to properly navigate a service, a huge red flag should be raised.

Customer Journeys 75

Customer Journeys Innovation Tools Interaction 75

ShepHyken

FEBRUARY 10, 2017

This week on our Friends on Friday guest blog post my colleague, George Aveling, shares an experience he had demonstrating unconscious bias during the customer experience. This is very true, unfortunately and a story we can all learn from. – Shep Hyken. This article is about something that affects the quality of service delivery. It is evident in many companies.

Social Media 65

Social Media Customer Service Customer Experience Consulting 65

CustomerGauge

FEBRUARY 10, 2017

“We’re becoming not just a stop along the way, but a desired destination.” CustomerGauge recently had the pleasure of co-hosting a webinar with Cary Self, Senior Manager of GUEST Services and Training for Areas, to discuss customer experience (or “guest experience” as Areas calls it) in retail and best practices for using and implementing a […].

Retail 62

Retail Guest Experience Training Customer Experience 62

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LiveChat

FEBRUARY 10, 2017

I could give you thousand reasons why amazing customer service is worth the effort. For example, better customer service is cheaper than any advertising, happy customers become your brand advocates, bringing others with them and people are more likely to buy from you. These are just a few examples. Amazing customer service should be your mission. Here’s how you can deliver it with a help of live chat.

Customer Experience 49

Customer Experience Customers Communication Feedback 49

ForeSee

FEBRUARY 10, 2017

Satisfaction with the in-store experience has remained flat year-over-year since 2014, according to ForeSee data. Retailers are doing everything they can to drive store traffic, yet so many shoppers leave. The post Demystifying customers who leave a store without making a purchase (video) appeared first on ForeSee.

Video 40

Video Retail Customers Data 40

Clarabridge

FEBRUARY 10, 2017

Do you feel loyal to your bank? There’s a good chance that you do. Retail banks score a 53% on the Temkin Loyalty Index, which is near the average for all industries. Temkin research also shows that banks score pretty well on customer experience, too. That’s not a coincidence. CX influences retail banking loyalty in several ways. The Temkin Loyalty Index measures five kinds of customer activities that show customer loyalty, and how those activities are influenced by great customer experience.

Banking 40

Banking Retail Loyalty NPS 40

Amity

FEBRUARY 10, 2017

Oracle Marketing Cloud offers a complete suite of powerful solutions that provide marketers with a comprehensive view of customer interactions, orchestrating the right experience for each customer and helping attract ideal customers that spend more, stay loyal, and become brand advocates. Amity had the chance to sit down with Peter Armaly, Principal Transformation Advisor at Oracle Marketing Cloud to find out how its Customer Success philosophy is evolving, and how it has managed to keep the cus

Customer Success 69

Customer Success Marketing Effort Score Net Promoter Score 69