Tue.Oct 17, 2017

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Long-term care needed: The cure to health care’s patient experience problem

Alida

This article is a guest blog post from Ed Bennett, a digital strategy expert and president and CEO of Ed Bennett Consulting. To hear more insight from Ed on patient experience, watch our webinar, Diagnosing disruptions: De-risking decisions in health care’s digital age. . In the age of companies like Amazon, Airbnb and Apple, health care organizations are lagging other industries in customer experience.

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Overcoming Challenges in Retail with Mystery Shopping

InMoment XI

As a retail brand, there are certain elements your company deems important in order to uphold your brand image to your customers. It’s imperative that each frontline employee represents the brand according to the standards set for service delivery. But with so many disparate locations, how can you ensure this is happening? Especially in light. View Article.

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Lead People Not Technology: Interacting to Succeed

Michelli Experience

Recently an interviewer asked me a frustrating question, “Why are we constantly watching leaders on television who are boastful and self-serving?”. My answer, “B ecause the leaders we see on television in the United States are predominantly politicians. Those politicians, be they Republican or Democrat, often place their political careers above the broader issues of the country.

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How to launch NPS nicely

AskNicely

Not all software launches are created equal. On one end of the scale are the simple launches. You know, the ones where you pay someone — in some cases a large sum of — cash to get your shiny, new software up and running. On the other end of this invisible scale you have the launches that require serious project and change management, ongoing communication and a commitment to company-wide culture change.

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From Data to Decisions: Maximizing Retail Potential with AI

Speaker: David Azoulay, Marc Stracuzza, 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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Report: State of Voice of the Customer Programs, 2017

Experience Matters

We just published a Temkin Group report, State of Voice of the Customer Programs, 2017. Here’s the executive summary: For the seventh straight year, Temkin Group has benchmarked the competency and maturity levels of voice of the customer (VoC) programs within large organizations. This year we surveyed close to 200 large companies and asked them to complete Temkin Group’s VoC Competency and Maturity Assessment, which evaluates their capabilities across what we call the “Six Ds:” Detect, Dis

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The Seven Deadly Sins of Bad Customer Service

Comm100

Before “customer service” was even a thing, the Seven Deadly Sins existed as a guideline for moral living. Perhaps somewhat surprisingly, some of these “old school” lessons still have a place in the society of today, and have significant overlap with bad customer service practices. avaritia / Greed. acedia / Sloth. ira / Wrath. invidia / Envy. superbia / Pride. luxuria / Lust. gula / Gluttony.

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Give the Gift of a Good Customer Experience – Ask What They Want

NICE inContact

Have you ever excitedly anticipated a birthday present, and been slightly disappointed when you got it? Maybe you had something in mind that you were hoping to get, and you thought to yourself, “I wish they’d just asked what I wanted, instead of guessing.” It would have been a better use of their money, and you would have been more satisfied. I’ve experienced this in the contact center, but in the role of the “gifter.

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International User Testing is Critical

Truthlab

Reading Time: 3 minutes You’ve developed a great product, tested and refined how it works, and successfully strategized how to get it into the hands of buyers. You’ve conducted all the best practice user research that experts recommend and you’ve refined the UI and IA so that users glide through your website with ease. And your diligence has paid […].

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Overcoming Challenges in Retail with Mystery Shopping

InMoment XI

As a retail brand, there are certain elements your company deems important in order to uphold your brand image to your customers. It’s imperative that each frontline employee represents the brand according to the standards set for service delivery. But with so many disparate locations, how can you ensure this is happening? Especially in light.

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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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Astea is Frost & Sullivan’s Pick for the “Best Value” Mobile Workforce Management Solution

Alliance by IFS

If your company sends service technicians into the field, then you need a Mobile Workforce Management solution. It’s mission critical for so many reasons: visibility into field techs, connecting mobile workers to the back office, exchange of real-time data for a better customer experience, and so on. Yet according to the 2016 Frost & Sullivan Mobile Enterprise Applications Survey, 26% of North American companies are either delaying or completely rejecting the implementation of a new Mobile W

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Why the “Fire Fast” Mantra is Lazy

Andrew Mcfarland

The concept of fast firing is flawed (or at best, half the story). An article about Uber’s beleaguered former CEO and his firing philosophy struck me as symptomatic of their problems (too fast and loose). His energy and enthusiasm in.

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Reverse Advent calendar

Helen Dewdney

The back ground. Many of us love the Xmas Advent Calendar, especially those with children who get a chocolate each day (where did those advent calendars go that just had the picture??) But some families, many of whom are sleeping in bed and breakfast (that’s a just a term by the way, there is no breakfast), and/or where the breadwinner has simply lost their job or fallen sick and most have fallen foul of the failure known as the benefits system and the chaos that Iain Duncan Smith started

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Comcast Customer Experience Improvement Plan, With Charlie Herrin – CB73

Customer Bliss

Comcast Customer Experience – Episode Overview. Charlie Herrin is the Chief Customer Experience Officer at Comcast, based out of Philadelphia. Comcast has become a big name in the CX space in recent years for some of the work they’ve done around customer growth, and I think Charlie ended up being a great guest. I’m going to outline some of the key themes of the discussion — which is very enlightening — and then encourage you to listen to the entire episode when you

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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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Amazing Business Radio: James Dodkins

ShepHyken

James Dodkins on Putting the Employee First, the Customer Second. It is common belief that the customer’s needs should always come first, but what if employees’ needs were put first in order to ensure customer satisfaction? Shep Hyken interviews James Dodkins who shares his ideas on what a company looks like when the employees are made top priority, so that in return they can be best prepared to treat customers as their main focus.

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Strativity’s Touchpoint Dashboard Unveils Customer Types and Enhanced User Interface

Strativity

The world’s premier customer experience consultancy, Strativity Group, Inc., rolls out new features within Touchpoint Dashboard to help practitioners amplify the human elements in customer journey maps. . HACKENSACK, NEW JERSEY, October 17, 2017 –Strativity Group, Inc., the world’s leading customer experience consultancy, unveils Customer Types and a revamped user interface within Touchpoint Dashboard.

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Service Delivery and Impact to the Customer Experience

Forcivity Salesforce

It’s imperative for service firms to consistently deliver “Service Excellence” to create a differentiated Customer Experience (“CX”) that will, in turn, retain customers, obtain positive referrals, attract new customers, and grow profitability. CX is a cumulative result of each and every.

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Are you losing before you even start the account management renewal process?

InboxAI

Komiko can help your account management renewal. Working with our customers, we analyzed 7,432 renewal opportunities across a variety of different businesses and the results are remarkably consistent. Ninety days prior to renewal, customers can be divided into five categories based on their likelihood to renew: likely to renew, above average, average, below average, and churn risk.

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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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The NFL Has Entered the Culture War: Is Your Brand Next? Ad Age 10.17.17

Strativity

Brands are playing an increasing role in our escalating culture wars, with the NFL only the latest to. find itself on the frontlines. Don’t be fooled, your brand could be next—and no path forward is easy. Beverage companies must. weigh child obesity with a person’s right to choose what to drink. Google was slammed both for. under-representing female engineers and for limiting free speech when it fired the author of well publicized, anti-female rant.

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But our dog is dead … the perils of ignoring customer emotion

Customer Alignment

The UK is a pet-loving nation. We treat our animals like members of the family and we do like to protect our own. We, as a family, are no different. As any dog owner will know, ownership doesn’t come cheap. We, personally, are in the 25% who pay for pet insurance. This is a personal choice and despite being one of the more expensive premiums we pay, we are a risk averse family; as a return for this expense, we expect the best care and service.

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The NFL Has Entered the Culture War: Is Your Brand Next? Ad Age 10.17.17

Strativity

Brands are playing an increasing role in our escalating culture wars, with the NFL only the latest to. find itself on the frontlines. Don’t be fooled, your brand could be next—and no path forward is easy. Beverage companies must. weigh child obesity with a person’s right to choose what to drink. Google was slammed both for. under-representing female engineers and for limiting free speech when it fired the author of well publicized, anti-female rant.

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The Airline Passenger Feedback Paradox

Clarabridge

Clarabridge released a report, Customer Experience in the Clouds , last month that looked at the airline industry through the lens of passenger expectations. One of the more surprising findings was that almost three quarters of travellers don’t bother complaining to airlines when things go wrong. With Ryanair and Monarch back in the news, the study received a fair amount of media attention and I had the opportunity to speak for Clarabridge on BBC World News where Aaron Heslehurst, presente

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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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The Talkdesk Advantage: Smart Contact Center Innovation

Talkdesk

In the contact center industry, Talkdesk is one of the newest players. Legacy solutions have been established for decades and Talkdesk’s best chance was to build faster than competitors. So that’s what we did. And we haven’t stopped. When Talkdesk was founded, it was the first 100% web-based contact center software, which was a startling achievement at the time.

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How to Encourage Customers to Use Keywords in their Online Reviews

Grade.us

That’s right, we’re going to be discussing keywords. There are probably a few of you reading this who just rolled your eyes and said “Keywords? What is this, 2008?” It’s true that keywords may not be the sexiest marketing tactic to discuss lately. Everyone’s focus seems to be on social media and how to optimize that. But when you’ve got access to an effective marketing tool, you make the most of it.

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Artificial Intelligence: Keeping It Real in the Contact Center

Verint

I don’t think I’ll surprise anyone by saying that, as an industry, we sometimes tend to get a bit ahead of ourselves. Vendors try to offer products to a market that’s not ready for them, and buyers may postpone purchases of solutions today in favor of waiting for technologies and products that are nowhere near ready for delivery. And we’re not alone.

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9 Unmissable Reasons Why You Need to Care about Social Media Customer Service

Comm100

Introduction. In 2013, Amy’s Baking Company became famous overnight after premiering on a particularly dramatic episode of Gordon Ramsay’s “ Kitchen Nightmares ” – a reality TV series that followed Ramsay’s attempts to help struggling food establishments improve their business. Once a failing restaurant, Amy’s Baking Company now had a flock of new customers rushing to their location in Scottsdale, Arizona, eager to check out the only establishment that the renowned chef had ever walk

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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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Customer Effort: How to Make Things Difficult for Customers, by Premier Inn

ijgolding

This is the not the first article I have written about the subject of Customer Effort. In 2014, I wrote a story that still makes me break out in a cold sweat today. On that occasion, Vauxhall provided the case study to bring Customer Experience ‘theory’ to life. You can read the story here…. In 2017, it gives me absolutely no pleasure to have to bring the subject to life once more, with an example that may be a surprise to many – especially in the UK.

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