Thu.Apr 25, 2019

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The Differences Between Attracting Customers into Your Store, and Catering to Them While They’re in: Combining Fast and Slow Data

Optimove

In today’s digital realm, we should always aspire to attract the most relevant people to our business, guide them to the right sections with the right offers to maximize the chances they’ll make a purchase. In order to do so, we need to understand their preferences and their willingness to buy; to learn best what makes them tick. Some customers always look for bargains and sales, while some get most excited about new arrivals.

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Can On Premise Cloud Improve CX?

Oracle

According to McKinsey , 75% of online customers expect service within 5 minutes – and successfully delivering that requires an effective technology foundation. The right CX platform is a critical part of that foundation. On premise, off premise, in the cloud – there are so many different options companies face when building a CX stack. Let’s take a closer look at what on premise cloud is, how it can support your CX technologies, and the steps you can take to maximize its effectiveness.

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Here Is How To Put An End To Bad Customer Service

Survicate

When’s the last time you had to call customer service to get a question answered about a product or service? Did it go something like this? You went to the website, you found a number for a customer service rep, you sat on the phone for an hour due to “long wait times” or “a high volume of calls,” and when someone finally answered, you didn’t even get the help you needed.

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How integrating social media into the rest of the business will increase revenue

Vonage

Social media teams – both marketing and customer service – often sit by themselves in organizations, likely because management doesn’t quite know what to do with them. But this is a mistake. Integrating with the core business ensures that the social media team is engaged with other business units to share and act upon customer feedback. Customer experience and social media are part of a “continuous cycle” whereby they each feed the other.

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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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Welcome, Jade Mulé!

Kerry Bodine

I’m thrilled to announce the addition of Jade to the Bodine & Co. team. As our project manager, she’s working both with clients and behind the scenes to streamline our processes and communications — and, of course, create effective, easy, and enjoyable client experiences across all of our speaking and consulting engagements. Previously, Jade spent seven years at Cydcor, a global leader in outsourced sales and marketing, as a business process analyst and IT project manager.

More Trending

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Whose Your CX Superhero?

CX Accelerator

This Sunday 4/28 is National Superhero Day! We know from our own community that the network of CX superheroes is boundless! Customer experience can be a difficult job, an ambiguous job, and sometimes a thankless job. Nevertheless, we show up with passion and drive to fight the battles against a whole variety of villains.such as the points of tension in the journey, a lack of CX strategy, the leader that doesn’t believe in investing in the contact center and so many more.

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Improve Your Customer Service With These 5 Steps

GetFeedback

Working to improve your customer service has always been important, but in today’s highly competitive business environment it’s more essential.

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Welcome, Jade Mulé!

Kerry Bodine

I’m thrilled to announce the addition of Jade Mulé to the Bodine & Co. team. As our project manager, she’s working both with clients and behind the scenes to streamline our processes and communications — and, of course, create effective, easy, and enjoyable client experiences across all of our speaking and consulting engagements. Previously, Jade spent seven years at Cydcor, a global leader in outsourced sales and marketing, as a business process analyst and IT project manager.

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Modern Marketing Strategies Every Company Needs to Try Today

GetFeedback

The marketing world is moving at a breathtaking pace. Having creative solutions isn’t remotely enough to attract new customers and.

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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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Should we get rid of Annual Performance Reviews?

Kristina Evey

Should we get rid of Annual Performance Reviews? My answer is Yes. Yes, to the traditional method anyway. Let me … Read More Should we get rid of Annual Performance Reviews? The post Should we get rid of Annual Performance Reviews? appeared first on Kristina Evey.

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Are You Ready for Facial Recognition Technology in Your CX?

Beyond Philosophy

Brands have already begun using facial recognition technology in their Customer Experience. Walmart and KFC use facial recognition technology. Passengers on Delta check in for flights in the Atlanta airport using facial recognition. Even my phone password is my face. Technology also exists that captures customers’ authentic emotion measurement using facial recognition software.

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Brian Solis: How to deliver CX in the age of digital distraction

MyCustomer

How to deliver CX in the age of distraction. By. Chris Ward. Thursday, April 25, 2019 - 08:31. Culture. Customer emotion. Customer experience management. Brian Solis: How to deliver CX in the age of digital distraction. Engagement.

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[WHITEPAPER] CFO’s Guide to FSM Software

Alliance by IFS

See how a field service management solution can provide a long-term, recurring return on investment for your organization. As field service competition gets heated, field service organizations (FSOs) are tasked with creating not just revenue growth but profitable revenue growth. This means increasing the number of new customers, service contracts signed, and/or offering new products and services.

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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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5 Ways to Kickstart Your Restaurant Marketing Strategy

ReviewTrackers

Americans eat almost one-third of their caloric intake at restaurants, according to the U.S. Food and Drug Administration. That is almost twice the amount than the average intake in the 70’s, according to the U.S. Department of Agriculture. The number of meals eaten out increases significantly during the winter holiday season, starting before Thanksgiving and continuing through New Year’s celebrations.

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May is (Journey) Mapping Month!

Heart of the Customer

We’re celebrating Mapping Month in a big way, and I hope you can join us. We’ll have events both in-person and online, to share the journey mapping best practices outlined in our book, How Hard Is It to Be Your Customer? Using Journey Mapping to Drive Customer-Focused Change. Next week we’ll kick off the fun […]. The post May is (Journey) Mapping Month!

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Six Surprising Things You Can Find Out Thanks to Surveys

Survicate

You can work on your business strategy endlessly, and if there is one thing you can be sure of, it is that you’ll have to change your company strategy at some point. No strategy should be set in stone, unless you want to kill your company – which I strongly believe you work very hard not to do. A business strategy is usually built around a set of hypotheses, some of which will be valid, while others will be erroneous.

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Top 10 Effective eCommerce Tools to Boost Conversions & Improve ROI

ProProfs Chat

Running an eCommerce business is all about surviving the competition and sustaining a steady upward growth in revenue generation. To run a successful eCommerce operation today, you need a lot more besides a competent eCommerce platform, a good range of products, a great shipping service, and some straightforward business policies. You must be willing to invest in some additional tools to ensure your business sustains against intense competition.

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Mapping Digital Transformation: Retail’s Strategic Shift

Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib

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Talkdesk Workforce Management – Remember, the Customer is Always Right

Talkdesk

A Fresh Approach to Contact Center WFM You can learn a lot by listening to your customers, and this is something Talkdesk seems to be very good at. The company has been building their cloud-native, AI-infused contact center story, first quietly, but now loudly, and Talkdesk was impossible to miss at Enterprise Connect 2019. With contact center being such a strong theme at the conference, this was a great opportunity to raise their profile, and the announcement of Workforce Management was likely

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Importance of Surveys in the Digital Age- Interview with Jake Pryszlak

ProProfs Chat

Customer feedback has become an essential aspect to ensure success for all business organizations. Major market players understood this a long time ago and have made customer feedback an integral part of their business. Further, customer surveys have played a crucial part in data collection since their inception and will continue to do so in the foreseeable future.

Survey 68
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Totango Global Executive Forum delivers inspiration, premier quality content and connections with NPS score of 87.5!

Totango

Leaders of customer success convened at beautiful Carneros Resort in Napa Valley last week for Totango’s inaugural invite-only Global Executive Forum, the first event of its 2019 Customer Success Summit Conference. . With an amazing NPS score of 87.5, the event impressively delivered on the high bar of excellence with a world-class venue, high quality presentations, meaningful conversations and fun, social interactions.

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How to Increase Customer Retention?

ProProfs Chat

How do you grow your business? How do you ensure its continued success? Well, one answer to that question is to make more sales, and no doubt that is important, another answer to that is customer retention. And what exactly is customer retention? Well, to put it simply, it’s the ability of a company to.? No points for guessing, retain customers.

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Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

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AIR Convention Asia 2019 | 1.-3.5.2019 | Bangkok, Thailand

Happy or Not

Meet HappyOrNot at AIR Convention Asia 2019 on May 1st – 3rd! You can find our CX experts at booth S22, where we will be showcasing how you […] The post AIR Convention Asia 2019 | 1.-3.5.2019 | Bangkok, Thailand appeared first on HappyOrNot.

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7 Ways to Encourage More Participants to Take Your Survey

Survicate

Businesses and researchers utilize surveys all the time to understand their consumers and participants better. Gathering meaningful feedback through surveys can further your goals, and today, it’s as easy as a few simple clicks. In fact, the last time you went to the doctor’s office or used your favorite delivery app, you might have gotten a notification or email to take a survey about your experience.

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But what is a chatbot, exactly?

Natalie Petouhof

Tweet. What Is a Chatbot and How Is It Changing Customer Experience? Technically speaking, a chatbot (derived from “chat robot”) is a computer program that simulates human conversation, either via voice or text communication. Today, such programs can be customized and used in a variety of ways. These include: Chatbots […]. Click here to view original web page at www.salesforce.com.

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Transactions or Relationships?

Innovative CX

Do your customers want transactions or relationships with your organizations? This is typically the first question I ask when speaking with aspiring professionals about customer experience strategy and design. It isn’t intended to be a trick question. The answer is simple – it’s both. When I’m paying bills late at night on my bank’s app, I want a transaction.

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2024’s Retail Odyssey: Going Small, Artificial, and Augmented!

Speaker: Kelly Goetsch - Chief Strategy Officer at Commercetools | Jason Cottrel - CEO & Founder at Orium | and guest speaker Brendan Witcher - VP, Principal Analyst at Forrester

Significant modifications are on the horizon for digital commerce in retail and customer experience come 2024. The pace of tech shifts will intensify, businesses are set to defund legacy solutions, and attractive opportunities will surface as social and retail media players join forces. To stay ahead of the curve, digital leaders are experimenting with less risky initiatives and scaling back on outdated projects that no longer yield impactful results.

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But what is a chatbot, exactly?

Natalie Petouhof

Tweet. What Is a Chatbot and How Is It Changing Customer Experience? Technically speaking, a chatbot (derived from “chat robot”) is a computer program that simulates human conversation, either via voice or text communication. Today, such programs can be customized and used in a variety of ways. These include: Chatbots […]. Click here to view original web page at www.salesforce.com.

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7 Steps for Making A Customer Complaint

CSM Magazine

There are some individuals who are very effective when it comes to making complaints. They appear to instinctively know how to explain their problem, what to see and how to get refunds, apologies, or other positive outcomes. Other individuals discover that they appear to end up yelling in frustration on the phone. So, what does the first group of people do that the second group doesn’t?

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All You Need to Know About the Likert Scale

Survicate

Are you looking for the very best way to get the most out of your customer surveys? If you want to know how to gain insight into how your customers’ behaviors and how they feel about your service or product, you need to know about Likert Scale questions. What is Likert Scale? So, what exactly is the Likert scale? Simply, it is a type of rating scale with options that range from one extreme to another, and it is one of the most popular forms of questions used in surveys.