Storyminers
MAY 3, 2017
Nearly 70% of shoppers will revisit a clothing store because of personalization. This from Springboard Retail , a provider of point-of-sale (POS) software with enterprise-grade retail management features. You can read the entire study here. If you follow this survey’s implied advice, you’ll spend more time and money on #1, less of your budget on #2, and so on.
Experience Matters
MAY 3, 2017
Temkin Group has found that the only path to sustainable customer experience differentiation is to build a customer-centric culture. How? By mastering Four Customer Experience Core Competencies. This video provides an overview of Purposeful Leadership, where the goal is for leaders to act consistently with a clear, well-articulated set of values. Here are the Five P’s of Purposeful Leaders:Filed […].
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Customer Bliss
MAY 3, 2017
Guest post by Matt Dixon. Consumers today prefer to do things on their own – and, most importantly, according to their own timeframe. This especially holds true when it comes to customer service. In fact, CEB data shows that 81 percent of customers today will use self-service channels first before reaching out to a company to speak to a customer service rep live.
Beyond Philosophy
MAY 3, 2017
There are too many people in organizations that do not tell their bosses and senior management the reality of the situation. It’s like the story of the emperor’s new clothes. No one would tell the emperor that the beautiful new clothes he’d commissioned didn’t really exist. So the emperor paraded through the streets stark naked until a young child finally told the truth: “But he hasn’t got anything on!”.
Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
Uniphore
MAY 3, 2017
Delivering a better customer experience is always a key goal, but not always that easy to achieve. Effectively implementing and utilizing a Voice of the Customer program is the answer. Read More.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
ShepHyken
MAY 3, 2017
When was the last time you called your business? I recently spoke at a conference. After the speech, the client gave me a gift: the list of everyone in the audience with their contact information. She suggested I pick up the phone and let everyone know they should hire me to speak at their next meeting. (Now, that’s a nice gift!). So, a week later our team picked up the phones and started “smiling and dialing.
Heart of the Customer
MAY 3, 2017
We all like to talk. It’s part of being human. We like to share ideas and concepts. It’s natural. It’s also a terrible way to learn from your customers. This may seem obvious. But then why do so many do this wrong? I was reminded of this in a journey mapping round table I recently […]. The post The Best Way to Learn from Your Customers? Sit Down and Shut Up!
transcosmos Information Systems
MAY 3, 2017
Email support remains an integral cog in every company’s customer service strategy. To date, there are more than 4 billion email accounts in the world, and it’s continuously growing. An Enghouse survey revealed that 46% of consumers prefer to use email as their preferred business engagement channel, second to phone. IT support companies and customer service departments of any business, no matter how small or large, should always ensure that they are delighting customers with every interaction.
Up Your Service
MAY 3, 2017
Our previous blog post demonstrated the power of customer voice in an unsolicited book review from a technology industry guru. This post makes the same point, but for the travel and hospitality – one of the most traditional “service” industries on the planet. Read on… Customer loyalty is a powerful marketing force that travel and hospitality businesses are always chasing.
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ClearAction
MAY 3, 2017
Customer-Centered Business: 10 Keys to Organic Growth Lynn H. What is your business centered on? Investors, competition, innovation, or customers? The rule of the game is to follow the money. Sure, it comes from all these motives, but it springs from customers buying your offerings. When customers quit buying, all the rest becomes irrelevant. Centering your business on customers is therefore the logical choice.
Amity
MAY 3, 2017
If you are like everyone else, you start your day with an inbox full of emails that need to be addressed, phone calls that need to be returned, and meetings that you must attend. We generally live in a reactive world filled with reactive activities that demand our attention. If you really think about it, it is actually human nature to be reactive. So how do you retrain yourself to think differently?
transcosmos Information Systems
MAY 3, 2017
Email support remains an integral cog in every company’s customer service strategy. To date, there are more than 4 billion email accounts in the world, and it’s continuously growing. An Enghouse survey revealed that 46% of consumers prefer to use email as their preferred business engagement channel, second to phone. IT support companies and customer service departments of any business, no matter how small or large, should always ensure that they are delighting customers with every interaction.
The DiJulius Group
MAY 3, 2017
Screw Small Talk As a student at Northwestern University, Kalina Silverman performed a social experiment as a research project and ended up starting a global movement, called Big Talk. Due to her own struggles in college and loneliness, Silverman wanted to be able to meet new people and skip the small talk, to have deeper. Read Full Article. The post Screw Small Talk, Make Big Talk | We Are Just Tourists appeared first on The DiJulius Group.
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delighted
MAY 3, 2017
One of the most common questions we hear from companies first embarking into NPS is “How do I know if my NPS is good?” There are two methods you can use to help contextualize your score – the absolute method and the relative method. The absolute method involves comparing your score to a loosely agreed upon standard for what a good score is, across all industries.
West Monroe
MAY 3, 2017
After recently guiding a client through going live on Salesforce, I wanted to share a few tips in this third and final installation on my blog series for successful Salesforce adoption (click here for the first post and here for the second). I worked with my colleague, Matthew Savage, on capturing these bits of wisdom based on our recent work together for a financial company, as well as a number of other successful implementations.
ForeSee
MAY 3, 2017
Amazon may be a leader in digital retail (with a founder who fully understands the value of Customer Experience measurement to boot), but not everything the company does reflects that. The post When CX backfires: Amazon’s crazy PrimeNow customer journey appeared first on ForeSee.
West Monroe
MAY 3, 2017
As the 24/7 news cycle turns away from the recent United Airlines issue everyone is probably sick of discussing, a new topic is beginning to permeate the back-page headlines. The regulation of customer service in the airline industry. Regulation of customer experience is nothing new to highly regulated industries, just ask anyone in Energy and Utilities.
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Confirmit
MAY 3, 2017
Customer Experience professionals rely on customer feedback management (CFM) platforms to support their need to capture, analyze, share and take action on insights identified through customer feedback. To assess the state of the CFM platform market, Forrester performed an important evaluation of the strengths and weaknesses of top CFM platform vendors.
Talkdesk
MAY 3, 2017
Last week, Talkdesk launched AppConnect , the first enterprise app store. The mission of AppConnect is to allow Talkdesk customers to add more tools to their contact center stack without any hassle. All of the apps available on AppConnect are guaranteed to come with one-click install, a free trial and a pay-as-you-go process that allows customers to change their plan any time they want.
CSM Magazine
MAY 3, 2017
Creating a customer service-oriented culture is a priority for most managers. Happy customers become loyal customers – and loyal customers bring in more customers. The fact is, people are more likely to talk about bad experiences than good ones (95 percent to 81 percent, respectively) and more than half of people who have bad experiences share them on social media or an online review site like Yelp.
Calabrio
MAY 3, 2017
Today’s chief marketing officers (CMO) are familiar with outbound and inbound marketing tactics—they promote their wares at trade shows and advertise with multiple media outlets, and generate inbound leads via content marketing and social media.They understand that outbound and inbound marketing is a balance, and organizations benefit from the customer interaction each provides.
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.
CSM Magazine
MAY 3, 2017
While the importance of customer service to the bottom line means that many business owners, managers, and customer support leaders will try to do everything themselves in this area, it can get very tricky trying to fit it all in every day. If you’re finding it a struggle to stay on top of customer service and technical support while at the same time keeping productivity levels high, it might be time to think about utilizing an outsourced call-center service.
Esteban Kolsky
MAY 3, 2017
Monday Jive Software (see disclaimer below, we have history) announced it entered a definitive agreement to be acquired by ESW Capital, LLC – a private equity firm. Details for the deal can be found here (I link to a couple of interesting writeups throughout, people I like and ask the right questions). There are three things that come to mind with this deal.
Calabrio
MAY 3, 2017
Today’s chief marketing officers (CMO) are familiar with outbound and inbound marketing tactics—they promote their wares at trade shows and advertise with multiple media outlets, and generate inbound leads via content marketing and social media.They understand that outbound and inbound marketing is a balance, and organizations benefit from the customer interaction each provides.
Eptica
MAY 3, 2017
Date: Wednesday, May 3, 2017 Connecting telecoms providers with improved customer service. Published on: May 03, 2017. Author: Dharmesh Ghedia Be it broadband internet services, pay TV, landline or mobile, the telecoms market is incredibly competitive. The pace of technological change means that new services are constantly being launched while there is ongoing pressure on prices, with consumers demanding more for less at every contract renewal.
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Calabrio
MAY 3, 2017
Today’s chief marketing officers (CMO) are familiar with outbound and inbound marketing tactics—they promote their wares at trade shows and advertise with multiple media outlets, and generate inbound leads via content marketing and social media.They understand that outbound and inbound marketing is a balance, and organizations benefit from the customer interaction each provides.
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