Mon.Nov 11, 2019

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Where is the Line Between Forgetfulness and Great Service?

Steve DiGioia

Great service is comprised of many parts and each must be present to create the experience every customer desires. Let’s briefly discuss each one of my top 8 until we get to “memory”. I know you’ll agree with me that it should be near the top of your list. Training. Training for the needed service skills is an essential foundational aspect of great service in any industry.

Training 231
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Retail-tainment: The future of in-store experience

MyCustomer

Since its conception, the fashion industry has evolved at the speed of seasonal shopping. Not anymore. The time it takes to upload a new.R 11th Nov 2019. By Elliott Jacobs.

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Are you a Digital Experience Leader?

Ecrion

Can you imagine trying to conduct business these days without having a website? . I don’t know anybody that can! The Internet has become such a prevalent way to connect with customers that even companies that traditionally relied on face-to-face interactions like Goldman Sachs or Louis Vuitton had to bow to the new reality. Today, most organizations are pretty good at using their online presence for all efforts that are driven by Sales or Marketing: showcasing what the business does, gener

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Top 12 CX Champ Winners

CloudCherry

Too much of a good thing? When it comes to our Finalists for CloudCherry’s 2019-2020 CX Championship, there’s no such thing! With over 100 stellar submissions to choose from- falling into either the Practitioner or the Influencer Categories- our Top 10 list quickly became our Top 12 list. And we ain’t mad about it! SO, without further ado, our Top TWELVE CX Champ 2019-2020 Winners are: In the Category of PRACTITIONERS-.

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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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Customer Satisfaction Score (CSAT): Der ultimative Ratgeber

GetFeedback

In diesem Ratgeber erfahren Sie, wie Sie den Customer Satisfaction Score, die Kennzahl zur Messung der Kundenzufriedenheit, steigern und damit gleichzeitig die Kundentreue erhöhen und den ROI nachweisen.

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Tout savoir sur le score de satisfaction client (CSAT)

GetFeedback

Grâce à ce guide, vous allez découvrir comment évaluer le score de satisfaction client, booster la fidélité de votre clientèle et démontrer le retour sur investissement.

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Performance Management Tips for Cross-Generational Success

NICE inContact

What do you get when you put a Baby Boomer, a Gen-Xer, a Millennial, and a Generation Z-er in a room together? A contact center ! The generational diversity in today’s contact center is incredible. Varying levels of expertise, coupled with different perspectives on organizational and customer problems, is invaluable to the contact center. But this generational diversity is also a challenge for contact center leaders as they seek the right performance management strategies to keep agents of all a

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Customer Satisfaction Score (CSAT): Complete Guide

GetFeedback

This guide will teach you how to use the Customer Satisfaction Score metric, boost loyalty, and prove the ROI.

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Smart Home Support – 4 Key Technologies to Simplify Service

TechSee

Smart Home technology is expected to become a $151.4 billion market by 2024. However, it still has a long way to go before it reaches its full potential. Many consumers face significant technical challenges as they set about smartening up their homes. While in theory, smart devices should be easy to set up – most are wireless and can be remotely connected – in reality, non-technical customers are often insufficiently skilled to set up these products on their own.

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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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Performance Management Tips for Cross-Generational Success

NICE inContact

What do you get when you put a Baby Boomer, a Gen-Xer, a Millennial, and a Generation Z-er in a room together? A contact center! The generational diversity in today’s contact center is incredible. Varying levels of expertise, coupled with different perspectives on organizational and customer problems, is invaluable to the contact center.

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5 Top Customer Service Articles for the Week of November 11, 2019

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. 3 Ways Store Layout Decisions Impact on Customer Experience by Oisin Ryan. (ServiceDock) The following covers three of the most common and obviously non-customer-centric strategies that retailers use.

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What You Need to Know About Omnichannel

NICE inContact

Today’s customers expect omnichannel customer service. But what really does that mean? How is omnichannel customer service different from (or: better than?) multichannel customer service? Here’s the basics on what’s what between “multi” and “omni” – and why you should care.

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How to Write a Great Customer Experience RFP

Strativity

Whether you’re writing a Customer Experience RFP, Employee Experience RFP, Organizational Transformation RFP, or any other, our template will save you time and help you evaluate and choose the best partner. Writing a Request for Proposal is no easy task, but RFPs don’t have to be painful. With no standard template and heaps of information to consider, the RFP writing process can feel daunting and confusing.

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The State of Customer Onboarding 2024

Building lasting customer relationships has always been top-of-mind for businesses. However, in the last decade, organizations have recognized that the customer journey beyond the initial sale is as critical as the sale itself. Customer onboarding, or the customer’s first impression of you, is critical to forging lasting relationships and long-term success.

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5 Steps to Prevent “Culture by Accident”

Andrew Mcfarland

Every company likes to believe that they have a unique culture. Indeed, someone once described culture as “the way we do things around here when no one is looking!” So, whether a company invests a little time on culture or.

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How to Ace Your DIY Customer Satisfaction Survey

InteractionMetrics

The prevalence of Survey Monkey and other DIY survey platforms has made it cheap and easy to implement customer satisfaction surveys. And while these platforms might be right for you, before you jump in, hit pause and think your DIY strategy through. With a DIY Customer Survey, some of the areas you’ll need to address are data accuracy, objectivity, customer engagement, and overall ease of use.

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When Smart AI Isn’t All It’s Cracked Up To Be

NetBase

Having artificial intelligence powering your brand’s social analytics is table stakes, but AI comes in a variety of iterations these days – and yes, there’s such a thing as “old AI” at this point! And when smart AI isn’t all it’s cracked up to be, your brand’s health is at risk. So, here’s a handy way to think about it, using some popular AI failures as a framework.

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Automation and AI are Making Contact Centers More Human

Think Customers

Contact centers are undergoing a digital transformation that reimagines customer engagement—but don’t count humans out. At ICMI Contact Center Connections , industry experts laid out the many ways that digital technology augments, rather than replaces, human associates. Here are the critical ways that technology can help companies be more human. An IVR evolution.

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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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How customer surveys can affect customer purchase behaviors

Genroe

The number and range of customer feedback surveys being undertaken by organisations wanting to understand how their customer’s feel about the organisation and its product is substantial. However, customer satisfaction surveys have a little bit of quantum mechanics in them! Such surveys exhibit the Heisenberg uncertainty principle in that surveying a customer can, in […].

Survey 40
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How to Share Customer Insight Across an Organisation

Chattermill

How to Share Customer Insight Across an Organisation. by Sam Frampton. on 12 Nov 2019. customer experience. When it comes to helping teams build customer-centric products, a big part of that is figuring out how you can help communicate more effectively and efficiently insights about customers. Insights. When it comes to helping teams build customer-centric products, a big part of that is figuring out how you can help communicate more effectively and efficiently insights about customers.

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How to Ace Your DIY Customer Satisfaction Survey

InteractionMetrics

The prevalence of Survey Monkey and other DIY survey platforms have made it cheap and easy to implement customer satisfaction surveys. And while these platforms might be right for you, before you jump in, hit pause and think your DIY strategy through. With a DIY Customer Survey, some of the areas you’ll need to address are data accuracy, objectivity, customer engagement, and overall ease of use.

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Aldo Crowns User-Generated Content King

Think Customers

Ask any millennial what an influencer is and you will hear about vibrant social media stars who flaunt the latest trends in food, fashion, and health. These players have transformed who has a voice across many industries, for better or for worse. And now retailers are testing just how influential they themselves can be. Organizations have begun to tap into user-generated content (UGC) by sharing media created by people who are wearing or using their products.

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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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When Smart AI Isn’t All It’s Cracked Up To Be

NetBase

Having artificial intelligence powering your brand’s social analytics is table stakes, but AI comes in a variety of iterations these days – and yes, there’s such a thing as “old AI” at this point! And when smart AI isn’t all it’s cracked up to be, your brand’s health is at risk. So, here’s a handy way to think about it, using some popular AI failures as a framework.

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5 Research Strategies for Getting Insights from Healthcare Consumers

dscout People Nerds

If you’re looking to understand human behavior in the healthcare space, these are ways to see patients, consumers and users in a new light. .

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There’s Just One CX Metric That Matters To Your C-Suite – But You’re Not Reporting It

Forrester's Customer Insights

I’d be doing you a massive disservice if I didn’t tell you that the one CX metric you must report to your CEO and the rest of your C-suite is not NPS. It’s also not Level of Effort, CSAT, or even Forrester’s beloved Customer Experience Index. It’s: $ I feel compelled to point this out […].

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Military Life in the Tech Lane: Being a Reservist or in the Guards With a Tech Career

Qualtrics

Taking on the management of two careers simultaneously can present a unique set of challenges. From prioritising your development and charting your desired career path, to finding a sense of work-life integration and personal success every career pulls on an individual in different ways. The fast-paced nature of the Tech Industry has long been seen as exceptionally demanding, with poor work-life integration and extremely high levels of competition.

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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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Three Key Factors That Drove Alibaba’s 2019 Singles’ Day Success

Forrester's Customer Insights

Alibaba generated a staggering $38.4 billion in online gross merchandise value (GMV) on this year’s 11.11 (AKA Singles’ Day), up 26% year-on-year. It surpassed our earlier forecast of $37.4 billion in GMV, despite China’s economic slowdown and uncertainty generated by the trade war with the US. Focusing on three key factors, Alibaba drove success by: […].

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Astea International Sponsors Field Service Asia 2019

Alliance by IFS

Learn how to provide exceptional customer and technician experiences with Astea’s FSM technology. Sentosa, Singapore (November 11, 2019) — Astea International Inc., a leading global provider of field service management and mobility solutions , announced today its sponsorship of Field Service Asia taking place 12 November through 14 November in Sentosa, Singapore.

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SEO And Site Search: Not Quite The Match Made In Heaven

Forrester's Customer Insights

We (Collin and Mark) had a hypothesis: Site Search and SEO were natural partners in a broader scheme to help customers find answers and products. But, we needed evidence: How should these strategies intersect? What are the staffing, skilling, and technology opportunities to double-dip on these two areas? What are the benefits to unifying these […].