Thu.Feb 01, 2018

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What We Learn From ‘One-Click’ CX & Its Pitfalls

InMoment XI

I sat there in my chair chuckling to myself as my 16-year-old daughter sighed, grumbled, and rolled her eyes continually. She had now been on hold for two whole minutes with the company that she had bought her newest shoes from. One minute later, she FINALLY gets to talk to someone. They resolve her issues. View Article.

Company 347
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The complete methodology to improve CX in Banking [Infographic]

CloudCherry

The modern-day banking customer has evolved over the years. The dawn of the Digital Age has not only made it easier for customers to engage with banking institutions but also given them more choices. Customers are also more aware today. They’re looking for unique and delightful experiences. Experiences that make them want to keep going back to the same company.

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What We Learn From ‘One-Click’ CX & Its Pitfalls

InMoment XI

I sat there in my chair chuckling to myself as my 16-year-old daughter sighed, grumbled, and rolled her eyes continually. She had now been on hold for two whole minutes with the company that she had bought her newest shoes from. One minute later, she FINALLY gets to talk to someone. They resolve her issues. View Article.

Company 200
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Social Proof: A Powerful, but Underutilized, CX Tool

Heart of the Customer

A common concern I see among CX pros is a concern over customers who are making “bad” choices. Customers who aren’t making the best use of the company’s products or services. This problem exists across industries, both B2B and B2C. Some examples include: Business customers who underutilize their purchased software; Patients who don’t follow a […].

Tools 94
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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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4 Parts of a Winning Customer Engagement Strategy

UJET

A solid customer engagement strategy, when done well, increases reputation, customer satisfaction, and loyalty. After years in search of the perfect formula for building and maintaining successful customer relationships, we've uncovered a winning combination.

More Trending

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Customer feedback driving e-commerce testing and 4 more CX stories you should read

iPerceptions

Didn’t it feel like just yesterday that you came back from the holidays? One minute you’re sitting down planning your projects for the year ahead, next thing you know, it’s already February!

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Who Gives a Crap – A Net Promoter Story

Promoter.io

I’m a sucker when it comes to clever branding. As a marketer, it really doesn’t get much better than seeing a company that’s willing to take a bit of risk by using humor and creativity to stand out. That may seem like a simple thing that most any company would be willing to do, but […]. The post Who Gives a Crap – A Net Promoter Story appeared first on Promoter.io Blog.

Brands 54
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60% of Customer Success Teams Are Unaware of Critical Client Issues

CSM Magazine

Bolstra has announced the results of a recent survey, “2018 Customer Success Team Maturity”. The survey includes findings from a sample of customer success teams across industries about their current states. Most notably, of customer success teams surveyed, more than 60 percent of respondents said they wouldn’t know about a critical customer issue until days after it happened, a customer brings it to their attention, or until the customer canceled.

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The Impact Of Offshore Legal Process Outsourcing To Law Firms’ Market Growth

Magellan Solutions

What is the best way to attract new clients? In the legal industry — and perhaps in any other industry — offering high quality services for a much cheaper price is a guaranteed method of stimulating market reach. But in a field where competency is crucial, legal firms and other business entities often have difficulty meeting that particular demand due to the skyrocketing rates of legal professionals.

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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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Conifer’s 5E Framework

Conifer Research

The 5E model is a framework for breaking down the full user experience with a product or service. These models help us move beyond simple engagement moments to understand why and how users enter into an experience and what they carry forward with them at the end.

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The Prosumer Effect in the Digital Economy

CXApp

The idea of a prosumer, or the prosumer effect has been around for a long time now. To ensure we’re on the same page, we’ll cover the basics real quick. A prosumer is a person or individual that both consumes and produces media, content, or even goods. Think of them as a consumer that has a direct impact on the market, regarding both consumption and development; they are both a producer and a consumer.

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Benefits You Can (and Should) Expect From A Journey Mapping Study

Gold Research

Customer journey mapping is a new method that is quickly gaining traction in the marketing industry. Journey mapping provides the means for businesses to understand customer behavior.

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The Prosumer Effect in the Digital Economy

CXApp

The idea of a prosumer, or the prosumer effect has been around for a long time now. To ensure we’re on the same page, we’ll cover the basics real quick. A prosumer is a person or individual that both consumes and produces media, content, or even goods. Think of them as a consumer that has a direct impact on the market, regarding both consumption and development; they are both a producer and a consumer.

B2B 40
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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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3 Ways to Drive Benefits from Customer Journey Mapping

Gold Research

Customer Journey Mapping is an innovative approach that leads to understanding customer insights, by “mapping” customer behavior, from brand awareness to initial consideration and purchase, through product usage and repurchase/referral.

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The Prosumer Effect in the Digital Economy

CXApp

The idea of a prosumer, or the prosumer effect has been around for a long time now. To ensure we’re on the same page, we’ll cover the basics real quick. A prosumer is a person or individual that both consumes and produces media, content, or even goods. Think of them as a consumer that has a direct impact on the market, regarding both consumption and development; they are both a producer and a consumer.

B2B 40
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Why are you using a B2C approach and solution for B2B Customer Feedback?

Waypoint Group

If your company sells products and services to other businesses (B2B), are you confident that your customer engagement process is utilizing an effective B2B approach? Many companies make the mistake of relying on their own experiences as consumers to implement “survey” programs in their businesses. But B2B is a completely different structure than B2C, and you’re most certainly missing out […].

B2C 40
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Nominations Open for Customer Experience Vendor Awards

CSM Magazine

Temkin Group has announced that it is accepting nominations for its sixth annual Customer Experience Vendor Excellence (CxVE) Awards. The CxVE Awards recognizes companies—including consultants and technology vendors—that provide products and services that help companies improve the customer experience they deliver. Nominations are accepted from anywhere in the world.

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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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Creating Positive Word of Mouth: Episode 17 of Experience This!

Oracle

? ? ?. Episode 17 of Experience This! – a customer experience podcast series – is now available. Listen here. Episode 17 summary: Why customer experience is an accumulating asset, how going above and beyond translates into word-of-mouth marketing, and why employee empowerment is key. Get more episodes of Experience This! at smartercx.com/experience-this.

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Taken for a ride. Passenger complaints are up (& how you can get redress)

Helen Dewdney

Transport Focus announced today that their latest National Rail Passenger Survey showed that only a third were happy with their last journey. Anthony Smith, chief executive of Transport Focus, said: “For passengers, it’s all about performance – these value for money scores reflect patchy reliability. In London and the South East, Southern, Thameslink and Southeastern passengers have felt performance pick up.

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The Core of Your Digital Transformation in CX

CX University

In today’s economy, there are two things that you must do. You must deliver a customer experience (CX) that is uniquely differentiated AND you must successfully execute a digital transformation. When digital transformation and a CX focus are intertwined, the combination leads to disruption. . A select set of organizations know this to be so important that instead of undertaking the daunting task of trying to convert their legacy organization, they go and launch a brand-new organization.