Tue.Aug 08, 2017

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The Lifecycle and Legacy of a Chief Customer Officer, with Stephen Ingledew – CB63

Customer Bliss

Episode Overview. Stephen has held senior executive roles in marketing, customer growth, distribution, or product with Barclays, AMP, Frizzell, Berkeley Berry Birch, and Standard Life. The latter is the UK’s largest pensions and investment company. Stephen was there for about nine years total (4 in a CX-type senior role) but recently left — and we do cover that in the podcast.

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The Candidate Experience and the Customer Experience

CX Journey

Image courtesy of Pixabay I originally wrote today's post for Clicktools. It appeared on their blog on December 30, 2016. How well have you thought out your candidate experience? Is it designed to attract or to frustrate? Do your candidates sing your praises, or do they regret the day their resumes crossed into your inbox? Do they feel like they've thrown their resumes into a sea of other candidates, waiting patiently for a response from your recruiter or the hiring manager, only for that respon

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Differentiation Strategy: Flying on Segmentation, Experience Design, & Relevant Messaging

Michelli Experience

There must be something wrong with me. I am generally content with my airline experiences and I have a lot of them. I’ve also been willing to forgive many of the service breakdowns I’ve experienced as a traveler – as long as I can get to my venue safely and in advance of the time I actually need to arrive (not necessarily what it says on my itinerary).

Strategy 113
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Amazing Business Radio: Gadi Shamia

ShepHyken

Gadi Shamia Discusses the Latest Trends in Customer Service and How to Create a Better Experience. How can you use technology to create a better experience for your customers? Shep Hyken interviews Gadi Shamia, COO of Talkdesk, about how you can improve your customer service. First Up: Shep Hyken’s opening comments discuss the company Talkdesk, their upcoming roadshow , and how to improve your customers’ experiences.

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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.

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Why Customer Engagement is So Important

Andrew Mcfarland

Peter F. Drucker once opined that, The purpose of business is to create and keep a customer. Acquiring (creating) a customer is difficult because the sales and marketing organizations must align company capabilities with customer needs. If alignment occurs, a.

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6 Customer Service Tips and Best Practices for a Superior Customer Experience

Bold360

62% of organizations predict that millennials will only get increasingly demanding when it comes to customer service, and 67% believe that strategic partnerships with better digital technology could help them improve their CX to get ready for this. But when it comes to an investment into the future of your business, digital marketers and business strategists need to be sure that these steps will have an impact.

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Real Customers, Real Experiences – Part III

Totango

Part III of this video series of interviews with Totango customers features two companies who used Totango to frictionlessly scale their customer success operations and teams. If your company is at a similar stage, these videos can provide ideas about how you can achieve similarly impressive results. Anthony Enrico, Director of Customer Success, Emailage.

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How to Overcome the Fear of Failure in Business

LiveChat

Entrepreneurs are mostly strong, open minded and risky people. But did you know that many of them are also scared? What are they scared of, you may ask but the answer is pretty simple – They have intense fear of failure. “Should I launch this product, or will it fail to sell?” “The results are so poor, it’s devastating!” “We need to make it perfect before anyone can see it.”.

How To 56
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What a Makeup Artist Taught Me about Customer Service

Myra Golden

Look at the magic Christina worked with me today! This week, I’m filming video training for a client in Southern California. Each morning before we shoot, I get treated to makeup art by Christina, a talented, gorgeous and charismatic makeup artist. The first day I worked with Christina, she asked me about what I teach in my videos and training classes.

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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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Recorded Webinar: Customer Success Pitfalls to Avoid During the Post-Sale Process

ClientSuccess

This live webinar is over and is now available as a recorded version. You can watch the recorded version here. Webinar Details. Aaron Fulkerson, CEO of MindTouch, interviewed Dave Blake, CEO of ClientSuccess, about the major mistakes to avoid in the onboarding process. Register to watch the recorded webinar here: Customer Success Pitfalls to Avoid During the Post-Sale Process.

Sales 40
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Solving the mystery of the non-buying consumer | RetailCustomerExperience

ForeSee

With retail and mall traffic down, it's more important than ever to improve conversion metrics, but find it difficult to understand why people visit a store without buying. These "store nonpurchasers" (SNPs) represent a huge chunk of traffic to a store — accounting for up to 50 percent of visitors, according to recent ForeSee research. The post Solving the mystery of the non-buying consumer | RetailCustomerExperience appeared first on ForeSee.

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Opentalk 2017: Taking a Hands-On Approach to Agent Training

Talkdesk

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Here’s more information on one of the videos available in this library. Taking a Hands-On Approach to Agent Training. OpenTalk Session Host / Moderator: –> Jon Braga, Customer Experience, Innovator.

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Customer Intelligence Tools Better Than BI? You Betcha!

Clarabridge

Many organizations have settled on one global Business Intelligence (BI) tool. Either your IT team has said, “all reports will be done in Tableau” or they’ve settled on SAP’s Business Objects, Oracle’s Hyperion, or one of the newer tools, like Domo. In any case, IT did this for their own sanity and because let’s face it, BI software helps an organization drive consistent company-wide distribution of key metrics about the business.

Tools 40
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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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Sensors Do Not A Smart City Make—Part 4

Verint

In parts one , two and three of this blog series, we looked at the background of Smart City initiatives, how sensors and other devices can make life better for us all, and the role that citizens and employees—humans, in other words—have to play in making our cities smarter. In this final part, I’ll be looking ahead to where the rise in home automation systems and so-called Artificial Intelligence (AI) might take us in the future.

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Using technology to improve your customer experience

Chattermill

Using technology to improve your customer experience. by Jack Miller on 9 Aug 2017. customer experience. nps. 63% of companies prioritised investing in new technology to improve customer experience and the options are far and wide when it comes to picking the right investment. Using technology to improve customer experience. Organisations are transforming their customer experience by making use of new technology to gain deeper insights from their data and better engage with customers.

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Review-Researching: 3 Examples of Reviews in the Buyer’s Journey

Grade.us

Customers won’t tell you. They know you’d love to know what they’re thinking. To get an inside look at how they make their decisions. But the fact of the matter is, they won’t share. Because they don’t really know. Make no mistake, customers think they know about decision making. Ask them and they’ll tell you about their “rational decision making process.” First, they determine what they need Next, they assess qualified candidates Finally, they sel

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Guest Post: 10 Of The Best Best Marketing Tips From Apple

Natalie Petouhof

Tweet If you’re in the business of developing new and improved ways to market your company, we have 10 tried & tested strategies for you, that worked wonders for Apple. Everything from customer service to brand message and pricing, Apple incorporated have built their empire with the following marketing techniques that are not only simple but also very effective.

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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.