CX Journey

DECEMBER 27, 2017

Image courtesy of Pixabay I originally wrote today's post for CallidusCloud CX; it was published on their blog on June 21, 2017. Not seeing the results or improvements you expected to see from your customer listening efforts? Why is that? What's going on? I've been known to cite two reasons for VoC program ineffectiveness: Companies simply “collect feedback , ” just like some people collect stamps, which requires you to: buy the stamps, put them in a book, put them on a shelf, and forget about t

Feedback 118

Feedback Metrics Culture Customer Retention 118

ShepHyken

DECEMBER 27, 2017

The other night, I was out with some friends. We were at a well-known place, listening to music and relaxing. One of my friends said she wanted something chocolate, so she ordered a piece of chocolate cake. A few minutes later it arrived, and she took her first bite. You could tell by looking at her facial expression that she was not happy. She said it tasted very dry.

Customer Service Training 109

Customer Service Training Customers Training Course 109

Influitive

DECEMBER 27, 2017

As an advocate marketer, you’re probably used to having the value of your program questioned. “Isn’t it more of a nice-to-have than a need-to-have?” “What exactly is the ROI of engaging customer advocates?” “Why should we devote our budget to this over other marketing programs?” These doubts are exactly why it is so vital for.

ROI 75

ROI Marketing Report Engagement 75

ClearAction

DECEMBER 27, 2017

Do Customers Experience Your Internal Collaboration — or Lack of It? Lynn Hunsaker. “Our clients helped us see that in some cases where we weren’t collaborating, they would experience our lack of collaboration,” said Senior Vice President of Insights & Client Experience at SunTrust Bank, Jeff VanDeVelde. Is your voice of the customer program letting you know similar insights?

Customer Experience 54

Customer Experience B2B Banking Customer Journeys 54

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Totango

DECEMBER 27, 2017

Head over to Amazon where you can grab the All-new Echo (2nd Generation) with improved sound, powered by Dolby, and a new design! You can get it in 6 designs. We have an Echo and absolutely love it! The all-new Echo (2nd Gen) has a new speaker, new design, and is available in a range of styles including fabrics and wood veneers. Echo connects to Alexa to play music, make calls, set music alarms and timers, ask questions, control smart home devices, and more—instantly.

Connections 48

Connections Sales How To 48

Helen Dewdney

DECEMBER 27, 2017

So, to another Tesco story. Tesco History with The Complaining Cow. But this time it isn’t involving me! This Christmas people appear to have bought gone off and rancid turkeys. Costing up to £59, the Tesco finest range is coming under fire. The Telegraph, The Guardian and others reported numerous people complaining on social media having bought a turkey that they either threw away or cooked and had their meal ruined and were ill.

Social Media 30

Social Media Consumers Analysis Tips 30

Michelli Experience

DECEMBER 27, 2017

A simple Google search for the phrase “retail Armageddon” produces 413,000 results. Many of those references are very recent. Here are just a few of the search findings from this year: May 5 th, Retail Armageddon: More bankruptcies in four months than all of 2016. June 3rd, It’s a retail Armageddon as over 1,000 stores close in one single week. October 20th, Stores Struggle to Find Workers Amid Retail ‘Armageddon’.

Retail 138

Retail Consulting Sales Technology 138

Michelli Experience

DECEMBER 27, 2017

A simple Google search for the phrase “retail Armageddon” produces 413,000 results. Many of those references are very recent. Here are just a few of the search findings from this year: May 5 th, Retail Armageddon: More bankruptcies in four months than all of 2016. June 3rd, It’s a retail Armageddon as over 1,000 stores close in one single week. October 20th, Stores Struggle to Find Workers Amid Retail ‘Armageddon’.

Retail 100

Retail Consulting Sales Technology 100