ShepHyken

DECEMBER 28, 2016

As an organization gets larger, there is a tendency to start to focus more on overhead and profit and less on customer acquisition, and even more important, retention. My friend and customer service colleague, Steve Digioia brought this up and asked the question, “What are the causes of this change and how do you keep this from happening?”. My first response was that yes, this does happen, and then there’s a realization that the company has to get back to focusing on the customer, playing catch

Culture 90

Culture Leadership Customer Focused Customer Service Training 90

Michel Falcon Experience

DECEMBER 28, 2016

In December 2016, I had a great opportunity to travel to Australia to go on a keynote speaking tour , visiting Sydney, Melbourne and Gold Coast, to work closely go with LJ Hooker (Australia’s largest real estate company). During our time together we worked with their highest performing real estate agents and franchise partners to teach them how to create an experience their customers have never seen before.

Loyalty 74

Loyalty Customer Experience Travel Video 74

ClearAction

DECEMBER 28, 2016

How to Drive Voice of Customer Insights Company-wide: 3 Steps Lynn Hunsaker. Who needs to hear customer feedback? Just your customer-facing staff? Only a few managers of the biggest problem areas? The correct answer is: everyone company-wide. Why: satisfied customers make payroll possible — and everyone’s decisions, attitudes, and handoffs have a ripple effect on customer experience excellence.

Voice of Customer 59

Voice of Customer Customer Insights Company How To 59

Stella Connect

DECEMBER 28, 2016

Let’s be honest. The post-holiday rush of in-store returns isn’t exactly a joy. Customers dread the long wait, and associates feel harried and stressed as they attempt to please everyone and keep the line moving. Knowing the onslaught is coming, it’s important for retailers to focus on three important goals: Making the process easy on customers and employees; Keeping the scene orderly and efficient; and.

Policies 40

Policies Retail Omni-Channel Sales 40

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Peter Lavers

DECEMBER 28, 2016

Peter Lavers’ blog on the “Forging the link between customer experience and innovation” has been published on IBM #ThinkMarketing. Read it here. Tweet to @PeterLavers. The post “Customer Experience and Innovation” blog published on #ThinkMarketing appeared first on Think CX.

Innovation 40

Innovation Customer Experience Customers 40

Michelli Experience

DECEMBER 28, 2016

Infographics 214

Infographics Customer Experience Customers Employee Engagement 214

Clarabridge

DECEMBER 28, 2016

It’s time to make your resolutions for 2017. We’ve come up with 5 CX Resolutions that will help customer experience pros get the new year off to a good start. 1. Shed the extra weight. Get rid of practices that don’t provide efficient customer experience management, like long surveys, slow social engagement, or keeping your data in silos. 2. Be better with your money.

Analysis 40

Analysis Customer Experience Management Feedback Customer Insights 40