Mon.Feb 05, 2018

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The importance of customer culture – an interview with Chris Brown

ijgolding

This year, Ian Golding (that’s me), will officially become the author of a book. A lifetimes ambition, I am beyond excited!! However, I would never have got to the point of being on the brink of achieving my ambition without the support of many people. A significant amount of support came via my crowdfunding campaign on Kickstarter. I feel genuinely blessed that so many people believed in what I am doing enough to pledge their support to make my dream come true.

Culture 264
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Off Topic: A Handful of Super Bowl LII Thoughts

Experience Matters

First of all, I want to say congratulations to all of the Philadelphia Eagles fans out there. Your team won a great game that capped off an amazing season! I was lucky enough to attend my third Super Bowl (SB LII) yesterday. Unlike the endings in Super Bowls XLIX and LI, my Patriots did not win the game. Here are a few quick thoughts about the experience: Minneapolis was a very welcoming community.

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What Is a Knowledge Base and Why Is It Useful?

Comm100

As companies everywhere see growing customer demand for self-service functionality in addition to their core service or support channels, knowledge bases play a large part in helping organizations to meet this need. A knowledge base is a library of information about a service, product, topic or department that is designed to provide self-serve help.

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Amazon’s Latest Experiment – Will It Work?

Beyond Philosophy

The new cashierless Amazon Go store is open for business in Seattle , and it could revolutionize the way we shop. At least that’s what some people think. Personally, I’m not so sure. Amazon Go is an 1800 square foot market, with a mix of prepared foods, typical convenience store merchandise and the kinds of grocery items you’d normally find at Whole Foods, which Amazon also owns.

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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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Do You Demonstrate a Service Aide Attitude

Wired and Dangerous

It was a compelling story on a popular evening news program. A reporter was trapped for days under the rubble of a collapsed hotel following the earthquake in Haiti. He gave much of the credit for his survival to a first aid app he had downloaded on his smartphone. The app even gave him instructions on how to care for a major cut from his knee to his foot.

Hotels 70

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What Should Wells Fargo Do Now?

Beyond Philosophy

Colin Shaw and Professor Ryan Hamilton discuss the recent $185 million fine placed on Wells Fargo by the Consumer Financial Protection Bureau , the largest such penalty the agency has issued. What should Wells Fargo do now? How will this impact the viability of the bank in the eyes of consumers? What should other organizations do to avoid a similar CX disaster?

Banking 68
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Episode 10: Discussing Change in the Power Industry with Interim CEO of NERC

West Monroe

As utilities prepare for an uncertain future , WMP is helping our clients navigate the road to digital transformation, which comes with a lot of organizational change. Our OCM expert, Bill Kirst, talks with Charles Berardesco , the Interim CEO of North American Electric Reliability Corporation (NERC) to discuss the changes that are occurring in the power industry and the ever emerging and changing expectations of customers and constituents.

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How Telefonica O2 got Customer Experience & Services so Wrong, and 27 Principles to save O2 Chaotic Experience

eglobalis

To say that the marriage between Telefonica and O2 is bad, is an understatement. Since the merger, Telefonica O2 yields high return, but poor quality in services and customers are the ones suffering the most. The post How Telefonica O2 got Customer Experience & Services so Wrong, and 27 Principles to save O2 Chaotic Experience appeared first on Eglobalis.

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20 Things to Say to Regain Control with Challenging Customers (Free Packet)

Myra Golden

How to Respond to the Yelling or Cursing Customer – Plus More Diplomatic Phrases to Help You Regain Control in 9 Common Situations with Difficult Customers. Get your packet now and share with your employees.

How To 65
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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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Detractors vs. Promoters: 5 Strategies to Improve Your Net Promoter Score (NPS)

Solvvy

The post Detractors vs. Promoters: 5 Strategies to Improve Your Net Promoter Score (NPS) appeared first on Solvvy.

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4 Amazing Examples of User-Generated Content in Marketing

ReviewTrackers

Today’s top brands are finding ways to harness user-generated content (UGC) to boost the effectiveness of their campaigns. Whether it’s in the form of a consumer-written blog post, a 5-star review, a YouTube video, an Instagram photo or story, or a social media comment, UGC can add great value to your marketing efforts and initiatives — and deliver results that aren’t always achievable using traditional brand-centric strategies and inauthentic advertising.

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Curating Context

dscout People Nerds

Credit Karma’s Yasmine Khan on what museums can teach us about communicating research insights.

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Statistical insight on the impact of Customer Experience

Maru/HUB

Why does your organisation need an effective customer experience programme? Well, here’s just a few interesting statistics for insight on how Customer Experience really impacts your organisation. 80% of CEOs believe they offer a superior customer experience. Only 8% of their customers AGREE. So why the big gap in perception? There is a very useful Gap Model, created by Parasuraman et al, that we refer to in the Customer Experience world as a way to explain the common gaps in an organisati

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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.

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Driving Toward Smarter CX with Mack Trucks

Oracle

When was the last time your job didn’t feel like “work”? A day that was so fun that your company wouldn’t have had to pay you to do it? I just had two of those days at Mack Trucks, Inc.’s Mack Customer Center in Allentown, PA. Being from Atlanta, the seven-degree weather of the Northeast isn’t what I would typically call fun, but the Mack Trucks team actually made me forget that I was technically working.

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How Data Science Helps Customer Success Leaders Answer 5 Important Questions About Customer Churn

Bob Hayes

Data science methods and related tools (i.g., predictive analytics, machine learning) can help companies improve their customer success programs by answering 5 important questions about customer churn, including what is the current churn/retention rate (e.g., descriptive analytics), who is at risk for churning (predictive analytics), what actions can prevent churn (i.e., prescriptive analytics) and more.

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Strativity Joins LRW and Expands Consulting Offering With More Powerful Analytics

Strativity

Los Angeles – LRW, a leading global analytics and insights consultancy, announced today that it has completed the purchase of Strativity Group, an award-winning, global customer experience and culture design firm. This is LRW’s fourth in a planned series of acquisitions in support of its long-term vision of creating a collaboration of companies that leverage sophisticated data analytics and deep human understanding to deliver business impact for clients.

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Open-Ended Feedback: Please, Tell Me More.

Confirmit

For researchers, open-ended questions are a source of exceptional insight and vital context, allowing respondents to provide much richer feedback. You can better understand respondents’ true feelings and attitudes about the survey subject – and create shorter surveys – by replacing endless check boxes with real words. In this webinar, Miguel Ramos, Product Marketing Manager at Confirmit, looked at the power of open-ended questions in Market Research studies.

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The Open CCaaS Advantage Report

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

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Agent Performance in an AI Driven World

Talkdesk

Editor’s Note: This piece was originally written by Brian Cantor, Digital Director and Principal Analyst at CCW, for CCW and Talkdesk’s Special Report: Agent Performance. For the most part, organizations are still devising their exact strategies for leveraging artificial intelligence. Many have, however, reached a consensus regarding its likely impact on contact center workflow.

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Why Choose a True Live Chat Solution – and What’s Missing If You Don’t?

CSM Magazine

You may have a contact center solution that either includes some version of live chat or offers an add-on live chat option. Unfortunately, not all live chat is created equal. Many of these omni-channel solutions try to address all possible channels of communication and don’t specialize in any one. This causes components of these systems not to include as comprehensive an array of features as dedicated chat vendors who specialize in true live chat solutions.

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Billing Dispute? Try Visual Customer Service for Real-time Proof

TechSee

Visual experiences are gaining traction within customer interactions. Visual engagement has been proven especially effective across a wide range of sales, marketing and customer service and support scenarios, providing the quickest route to success and resolution in a number of use cases. One of the most common use cases for visual engagement in customer service is when visual proof is required to solve issues such as billing disputes, invoice clarification, contract misalignment, personal detai

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Top 10 Marketing Infographics to Smash 2018 (Inspiration for the Visual World)

C3Centricity

One of C3Centricity’s annual traditions is to publish a post which shares the best marketing infographics of the previous twelve months. Here is this year’s crop, with ideas on how you can get inspired to take action in your own marketing. Interestingly, many marketing infographics that have been shared in the past year are actually about content marketing.

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Top 5 Ways to Optimize Your Loyalty Strategy

Speaker: Lauren Barash, Vice President, Brand Marketing

In an ever-evolving industry, building and retaining loyal customers is critical to the success of any restaurant business. Join Lauren Barash, VP of Brand Marketing at Full Course, as she delves into the world of restaurant loyalty programs, and reveals the top five essential strategies to optimize your approach! This webinar will explore: Loyalty trends and what you should be focusing on 📊 Actionable insights and ideas to help you develop the most powerful and effective loyalty program

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5 Top Customer Service Articles For the Week of February 5, 2018

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. How Retailers Can Use Customer Experience to Compete with Amazon by Marissa Bosché. (Apptentive) In this post, we outline a few key ways that retailers can step their customer experience game up to keep their customers happy, engaged, and loyal.

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CRM, Social Media, Marketing and More — Everything You Need to Know About Customer Engagement Software

Comm100

Customer engagement software is a modern invention that takes care of a modern problem. After all, it wasn’t until the rise of the internet that media became democratized , and the one-way communication model between companies and customers was shattered. From the rubble, a new dynamic emerged (the same one we know so well today): organizations spoke to customers and customers held the power to reply.