Wed.Mar 15, 2017

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Revisiting Convenience – Lessons from H20

Michelli Experience

I’ll admit it I am fascinated by water. Not just any water…A very special water – the kind you find in a bottle. In fact, I think many great business lessons can be found in the world of bottled water. My water fascination dates back to at least 2011 when I wrote the following…. “…bottled water is truly a phenomenon of our time. When I was a kid, water didn’t come in bottles, occasionally I was even reduced to drinking it straight from a garden hose.

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Surprisingly Easy: The Path To Customer Loyalty

Beyond Philosophy

My first manager had a poster on his wall that said, “There isn’t a lot of traffic on the extra mile,” a tenet of Customer Service. Today, that poster might read, “Why meet customer expectations when you could exceed them?” Exceeding expectations and going the extra mile are still important concepts for front-line employees, but not for the reasons many like to think they are.

Loyalty 121
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What Defines a Good Closed-Loop Process?

CustomerGauge

The claim to fame of any successful Net Promoter® program is the ability to react quickly to customer feedback. After all, NPS® is about more than just the score, it’s about what you do with it (i.e., actionable data). However, it isn’t often discussed what exactly qualifies as a good “closed-loop” process, which can often […].

NPS 92
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Effectively Train and Equip Your Customer Service Team for Success

Joe Rawlinson

As a business owner, you probably know well enough that, when it comes to a knack for customer service, employees either have it or they don’t. Some people are seemingly born with the skill for knowing how to take outstanding care of customers, while others just can’t quite grasp how to do it properly. Having said that, even the best CSR team needs proper training to be as successful as possible, and attract and retain customers.

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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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Customers Buying Habits Are Changing. Are You Keeping Up?

ShepHyken

Every day I get an email from RetailWire.com, a daily publication that is read by thousands of people in the retail industry. It’s the number one forum for discussions about hundreds of important issues in the industry. Now, before we go further, even though RetailWire.com focuses on the retail industry, what I’m about to share is relevant to every business in every industry.

Retail 93

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3 Data Points To Bridge The Gap Between Your Adobe Analytics and Voice of the Customer Data

iPerceptions

In today’s online environment, where you can leverage web analytics solutions like Adobe® Analytics to track how your visitors interact and navigate your website, there is one vital thing that these solutions can’t do: Get inside the mind of your visitors.

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Top 15 Mistakes Made By Customer Service Professionals (Infographic)

Provide Support

Your customer service employees are your brand representatives, the human face and the voice of your company. Their competence, soft skills and communication habits count tremendously toward the quality of the service they provide to your customers and impact overall customer satisfaction. So what are the most common mistakes made by customer service professionals?

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What's The Best Way To Handle Software Outages?

Amity

SaaS Tattler Issue 101: What's The Best Way to Handle Software Outages? Stuff happens. It's unfortunate, and it's hard for everyone. Sometimes it's your fault, sometimes it isn't. Either way, it sucks. There are some best practices you should learn now, while your software is up and running, to help you deal with those high-pressure, stressful situations when they happen.

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Celebrate World Consumer Rights Day by shopping smarter online

Helen Dewdney

Press release from The Complaining Cow. The 15th March 2017 is World Consumer Rights Day [1], organised and promoted by Consumers International [2]. This year’s theme is ‘Building a Digital World Consumers can Trust. ”. In a world where consumers are purchasing more and more online it becomes more important for people to know their rights and how to complain when things go wrong.

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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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4 Product Challenges that Stand in the Way of Customer Success

ClientSuccess

There is nothing more frustrating for customers or for Customer Success Managers (CSMs) than a product that doesn’t produce results, or doesn’t have the buy-in it needs to be successful. This of course impacts the customer’s ability to do their job effectively, but it also affects the CSM, their quota, and the company’s overall ability to scale and grow while maintaining successful customers.

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CX Practitioners: Defining Your CX Strategy

Confirmit

Defining Your Customer Experience (CX) Strategy is a critical part of our first customer experience performance categories: Foundation. CX Foundation includes your program vision, your customer strategy, and proving the value and ROI of your efforts. Do I REALLY need a CX strategy? At Confirmit, we have the honor of working to help optimize our clients’ customer experience strategies.

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The 5 Things CEOs Regret Most On Their Deathbed About CX | Simon Sinek: How To Lead Millennials | Ask John

The DiJulius Group

The 5 Things CEOs Regret Most On Their Deathbed 1.Executive sponsorship – It is a proven fact that any big initiative, project, or revolution has to have the support of the senior leadership team; otherwise it will be considered “flavor of the month” or “management by bestseller.” 2.No one losing sleep at night over […].

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Defining Your CX Strategy

Confirmit

Question: What is the common thread that drives successful customer experience programs, regardless of business size, shape or industry? Answer: They have developed and actively manage a CX strategy. If you want to be part of a highly-functioning CX program that drives business transformation, it is critical that your efforts are guided by a CX strategy.

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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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Be Part of the 2017 Engage Global Customer Awards

Verint

Have you or someone within your organization used Verint software—including Contact Solutions, Telligent, Adtech and OpinionLab—to optimize customer engagement? Has this person helped increase customer satisfaction, build customer loyalty, drive revenue, improve operational efficiencies, and/or heighten employee morale? If so, then be sure to submit a nomination for the 2017 Engage Global Customer Awards!

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Launching an Online Store: Simplified in 7 Steps

LiveChat

Ecommerce doesn’t have to be hard. Having an online store can cost you virtually nothing and put you in touch with customers from all over the world. While you still need a strong marketing strategy and a great product (or products) to sell, there is much less to lose when you opt for a digital store over a traditional one. Here’s how you can launch your very own online store in seven simple steps. 1.

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MRS Impact 2017: Inspiring Insight

Confirmit

This week saw one of the highlights of the Market Research calendar – MRS Impact in London. It’s always a fascinating event to attend because it draws such a range of people from across the industry and, to my mind, is a great way to keep tabs on what’s changing in our industry. One change – and a very welcome one at that – was the fact that 50% of the speakers at this year’s event were women.

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Crush Contact Center Silos to Improve the Customer Experience

Clarabridge

By Lorraine Schumacher. CEM Evangelist. Your contact center is hiding some of the richest, most valuable Voice of the Customer (VoC) information you have. But too often, business silos keep you from using that information to make your business better. You need to crush contact center silos if you are serious about putting the customer first. Bring your contact center into the CX fold.

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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.