Fri.Aug 26, 2016

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Beyond Facebook: 4 types of online communities and best practices on how to use them

Alida

Online communities are now mainstream business tools. A 2014 report from the analyst firm Demand Metric shows that two-thirds of companies employ different types of online communities. Larger enterprises are more likely to have communities, with 74 percent indicating that they have one. Given the ubiquity of online communities, the question many companies are asking is whether they have the right ones in place.

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Technology: A Blessing & A Curse to Customer Experience Delivery

Michelli Experience

I’ve always loved the way Charles Dickens opened his masterpiece The Tale of Two Cities. The first few phrases of the first line set a powerful stage for the book and an apt assessment of the role of technology in customer experience delivery… . “It was the best of times, it was the worst of times, it was the age of wisdom, it was the age of foolishness …”.

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Customer Experience: Everything Matters

Steve DiGioia

Guest post by Roy Atkinson This original article was written by Steve DiGioia. Host of the popular weekly #CustServ chat on Twitter, Roy Atkinson shares some customer experience wisdom as today’s guest blogger. Thanks Roy! When it comes to customer experience, everything matters. The way a website looks and works, the way a brand’s service people talk with and treat customers, and certainly the way purchased goods and services are delivered.

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Guest Blog: Myths Busted: Great Customer Service Starts Here

ShepHyken

This week on our Friends on Friday guest blog post my colleague, Doug Sandler, busts some popular customer service myths. I am a big advocate of the policies and procedures myth! Arming employees with knowledge and training is key. – Shep Hyken. I’m a fan of the Discovery series called MythBusters. Every episode Jamie and Adam (et al.) work to prove or debunk a myth (or myths) through a series of experiments involving trial and error, advanced exploration and communication.

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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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Building Customer Trust Alongside Your Entire Organization

Amity

When many professionals think about building client relationships and creating trust, they usually default to thinking about their organization’s Customer Success department(s). But what about other teams at your company, such as sales, marketing, and product management? What role do each play in cultivating trust and facilitating client relationships?

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Report: Customer Communications Management in the Insurance Industry

Topdown

International Data Corporation ( IDC ) recently released the findings from a multi-client survey conducted in spring 2016 called Document Strategies for Customer Communication Management: Insurance. This online survey examines the insurance industry’s customer communications management (CCM) use, digital media channel trends, outsourcing preferences, feature importance, and more.

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What do consumers want from brands today?

Eptica

Date: Friday, August 26, 2016 What do consumers want from brands today? Published on: August 26, 2016. Author: Derek Lewis Companies understand that meeting customer needs is central to business success. But it can be more difficult to find out what consumers value most when it comes to the overall experience – and what drives them to switch to rivals.

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A ‘Fresh’ Look at Customer Retention and Loyalty (Part II)

Maz Iqbal

Let’s recap Part I of this conversation. The key points as I understand them are: You cannot have customer loyalty without cultivating employee loyalty and investor loyalty. Why? Because they are fundamentally and inherently interconnected. So debates about which comes first (customers, employees, investors) shows that folks lack a fundamental grasp of that which we … Continue reading "A ‘Fresh’ Look at Customer Retention and Loyalty (Part II)".

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Found me from Jeremy Vine Show?

Helen Dewdney

Here are some useful links related to the story: All you need to know about booking/complaining about holidays/flights – various links to various laws, stories, legal rights etc. Civil Aviation Authority Consumer Law. Why you should write not phone to complain effectively . Top 20 Tips on complaining effectively. ceomemail.com for contact details for CEOS.

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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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Sabio uses Avaya Scopia Video Conferencing to Communicate Major Investment

Avaya

2016 is shaping up to be quite a year for the tech sector in the UK, with the UK digital economy growing 32% faster than the wider economy, according to Tech City UK. At Avaya we’ve been busy working with our partners to help new and existing customers transform their businesses to be more competitive in today’s hyper-connected world. Sabio is a great example of this tech growth.

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Competitive Intelligence Can Provide Growth Opportunities and an Early Warning System for Your Organization

Engine Insights

“Your ability to learn faster than your competition is your only sustainable competitive advantage.”. – Arie De Gues (Competitive Strategy Thought Leader). With the dominance of agile innovation and increasing market disruption, how can organizations understand and compete in ever-changing market climates? Faced with growing cross-industry competitors and shifting market challenges, organizations must maintain their position as marketplace leaders by protecting against competitive threats.

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The Psychology of Customer Anger (Flashback Friday)

Myra Golden

Flashback Friday! My kids used to post Throwback Thursday and Flashback Friday photos on Instagram. They don’t do that anymore. In fact, they spend more time on Snapchat than on Instagram. Well, I’m doing a Flashback post of my own – even if flashback posts are out of style. I joined YouTube in 2007 and one of the first videos I published was “The Psychology of Customer Anger.”.

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The Definition of Good Customer Service

LiveChat

When reading about good customer service examples, it’s very easy to dismiss them as flukes. Someone raves about amazing customer service they just received? The problem wasn’t probably that difficult to begin with. A friend recommends a service that offers near-instantaneous response rate? Well, the company probably has very few cases to deal with so it’s easy for them.

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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 Psychology of Customer Anger (Flashback Friday)

Myra Golden

Flashback Friday! My kids used to post Throwback Thursday and Flashback Friday photos on Instagram. They don’t do that anymore. In fact, they spend more time on Snapchat than on Instagram. Well, I’m doing a Flashback post of my own – even if flashback posts are out of style. I joined YouTube in 2007 and one of the first videos I published was “The Psychology of Customer Anger.”.

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