Mon.Nov 14, 2016

article thumbnail

5 Market Research Lessons From Election Polling Miscues

Experience Matters

In the NY Times article Pollsters Face Hurdles in Changing Landscape, Ryan Knutson and Aaron Zitner discuss a number of reasons for recent high-profile polling failures, the Brexit vote and the U.S. presidential election. Why should customer experience (CX) professionals care? Here’s what they say in the article: The outcome also raises questions about the research businesses rely on to test new […].

Marketing 220
article thumbnail

8 Ways Great Service is Just as Special as Your BFF

Steve DiGioia

This original article was written by Steve DiGioia. As a kid growing up in Brooklyn New York I spent countless hours with my best friend. We were neighbors and always together. Whether going to the movies, playing ball or doing other “kid stuff”, we had great times together. Moving forward many years I sat down today to write a new article on what makes great customer service.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

5 Market Research Lessons From Election Polling Miscues

Experience Matters

In the NY Times article Pollsters Face Hurdles in Changing Landscape, Ryan Knutson and Aaron Zitner discuss a number of reasons for recent high-profile polling failures, the Brexit vote and the U.S. presidential election. Why should customer experience (CX) professionals care? Here’s what they say in the article: The outcome also raises questions about the research businesses rely on to test new […].

Marketing 253
article thumbnail

4 Ways to Hardwire Customer Service Success

Who's Your Gladys?

If you want to deliver strong customer service, it’s important to keep learning and improving. I’m personally committed to it so when my friend Lisa Mininni (President of Excellerate Associates) announced her two-day training about how individuals are naturally wired, I cleared my calendar. Unlike assessments that. The post 4 Ways to Hardwire Customer Service Success appeared first on Who's Your Gladys?

article thumbnail

From Data to Decisions: Maximizing Retail Potential with AI

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, 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.

article thumbnail

10 Ways to Get Actionable Feedback from Customers (part 1)

Experience Investigators by 360Connext

It can be a daunting task to go looking for actionable feedback. You have to roll up your sleeves, check your ego at the door, and prepare to learn some hard truths about your business and (gasp!) yourself. It’s great to seek customer feedback through surveys, but many typical survey questions lead the witness. For instance, “Are you satisfied” […].

Feedback 163

More Trending

article thumbnail

Simple Tactics to Create a Customer-Centric Company

Michel Falcon Experience

When it comes to building a customer-centric company I know what systems need to be put into place to ensure you reach your goal. In this video, I share three strategies that I have always had success with. Regardless of the size of your company or industry I guarantee that these tactics will work for you too. The post Simple Tactics to Create a Customer-Centric Company appeared first on Michel Falcon.

article thumbnail

5 Top Customer Service Articles For the Week of November 14, 2016

ShepHyken

Each week I read a number of customer service articles from various online 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. ROI’s on the Prize: Twitter Links Social Customer Care and Willingness to Pay by Lia Winograd. (Conversocial) Let’s review Twitter’s five core findings and why they’re important.

article thumbnail

The Most Important Traits & Skills To Look For When Hiring a Customer Success Manager

Amity

Congratulations, you’re ready to hire a Customer Success Manager (CSM)! Many industry experts say it is never too soon to hire for customer success. Effective customer success is key to reducing churn and increasing MRR, so it’s vital the customer success manager you hire be the kind of rockstar who will lead your customer success team (and customers) to… well, success.

article thumbnail

How the U.S. election will impact holiday shopping (Infographic)

ForeSee

Many retailers are understandably curious as to how the election will affect consumer behavior heading into the winter holiday shopping season. As part of the 2016 ForeSee Experience Index (FXI), The post How the U.S. election will impact holiday shopping (Infographic) appeared first on ForeSee.

article thumbnail

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

article thumbnail

The IoT Chronicles Part 1: Demystification and Strategy

Avaya

If you follow my blog, then you know I talk a lot about the Internet of Things (IoT). As Avaya’s Chief Technologist for Software Defined Architecture, I love to discuss the IoT, a vast topic that I believe all business leaders should continuously educate themselves on. (See my recent blog and my colleague Mark Fletcher’s blog about the possibilities and outcomes of smarter public safety and emergency response—something that affects every one of us.).

article thumbnail

Are insurers embracing social customer service?

Eptica

Date: Monday, November 14, 2016 Are insurers embracing social customer service? Published on: November 14, 2016. Author: Chris Eideh Providing customer service through social media has multiple advantages for both consumers and companies. Customers want the convenience and simplicity of being able to contact companies through Twitter and Facebook, without needing to call or email a business.

article thumbnail

Simple But Effective Post-Service Surveys

Middlesex Consulting

When I first starting surveying customers after a service visit, the surveys were this long: They contained around 25 questions, took “forever” to complete, and yielded so much data that we never had the time or resources to produce actionable insight. And we never provided any feedback to the respondents about what we learned and what we were going to improve.

Survey 60
article thumbnail

How to keep the “Happy” in Christmas shopping

Helen Dewdney

Press release. How to keep the “Happy” in Christmas shopping. As the bargains start earlier and earlier so does the Christmas shopping! But what happens if you or the recipient change your mind, something is faulty or either of these things happen after the big day? Helen Dewdney, The Complaining Cow consumer blogger and author of How to Complain: The Essential Consumer Guide to Getting Refunds, Redress and Results!

How To 50
article thumbnail

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?

article thumbnail

The Executive’s Role in Customer Support

Helpware

You often hear phrases like, “lead by example” and “s rolls downhill” when discussing leadership. Consciously or not, employees take cues from their leaders. If you want quality customer support to be an aspect of your company reputation, the executive team needs to take it seriously. The management team will take cues from the leadership team. If the management team is taking customer support seriously then the people on the ground level are more likely to do so as well. .

article thumbnail

Seven surprising company silos that are harming your customer experience

MyCustomer

Engagement 7 surprising company silos harming your CX.

Company 42
article thumbnail

Customer Support Metrics

Helpware

You can’t improve what you don’t measure. It’s a common enough phrase, but say you want to improve your customer support. What do you track? Outsourcing customer support can be great for your cash flow and your time, but one of the first things about a successful outsourcing program is to have key performance indicators or metrics that tell you how well you’re doing so you can get where you want to be.

Metrics 40
article thumbnail

5 New Product Ideas That Will Make You Lose Faith in Humanity

LiveChat

Have you ever had this brilliant idea that made you think that this time you’re going to open a company, start to sell your idea, turn your work into passion and get a lot of money? And then, when you started to dig in, it turned out that this idea was already invented! And even worse, there is already competition on this field, as others have also picked up the same concept!

article thumbnail

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.