Wed.Jul 27, 2016

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Find, Win, Keep: A simple customer centric business strategy

ijgolding

I have been positively influenced by many people and organisations over the years – in fact I continue to be on a daily basis. As well as being a big believer in the principle of ‘simplicity’, I am also an advocate of ‘shamelessly stealing’ ideas that make sense to me. Maybe the utilisation of ideas garnered from others should not be considered ‘stealing’ – especially if credit is always given to those who were behind the idea – perhaps the r

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3 Ways to Expand Customer Experience Consciousness

Experience Investigators by 360Connext

You only know what you know. That’s the insurmountable truth about each human’s perspective. Our lens is just that – ours. This is a particular challenge in customer experience. Think about it. Not only do you only know what you know – but your customers are each individual human beings, too. (And yes, this also […]. The post 3 Ways to Expand Customer Experience Consciousness appeared first on Customer Experience Consulting.

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Make the Experience Faster and More Personal

Michelli Experience

I have been involved with Starbucks since 2004, beginning with initial research I conducted for my first of two books about them (The Starbucks Experience). During my more than a decade relationship with the brand, I’ve never ceased to be amazed by the commitment of Starbucks leaders when it comes to continuous improvement for both the customer and employee experience.

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Astonishing Benefits Of Training Your Employees

Beyond Philosophy

We see this all the time in our Customer Experience consultancy: We come in with a Customer Experience program that we want to deliver. We have detailed emotional outcomes that we have orchestrated deliberately and meticulously. We give it to the customer-facing teams…. …and then, they carry on doing what they always did! Why do they keep doing the same things?

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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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Don’t Just Fix the Problem. Fix the Customer

ShepHyken

Customer Service Training. There is an old customer service saying that has to do with whenever someone disagrees with a customer: You’re not trying to win an argument. You’re trying to win a customer. You really can’t win an argument with a customer. It’s not that the customer is always right. They aren’t. If you’ve followed my work, you know that I believe the customer is not always right.

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Combine Best-of-Breed CCM, CX Tools

Topdown

Customer communications management (CCM) facilitates interactions between brands and their customers during high-value customer journeys like filing an insurance claim or registering a complaint. These engagements directly affect customer loyalty and retention, making CCM an integral part of customer experience management. Knowing that, you might think that all companies tightly integrate CCM with their broader digital experience (DX) architecture.

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How ForeSee’s Feedback Tool Gives Argos Advantages Across The Business

ForeSee

Argos is no slouch when it comes to digital retail, with over 900 million annual website visits and an enviable reputation that makes it among the top retailers in the. The post How ForeSee’s Feedback Tool Gives Argos Advantages Across The Business appeared first on ForeSee.

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Why Marvel Insider is all About the Data

Think Customers

Marvel Entertainment, the company that's home to characters like Captain America and the Hulk, launched its new loyalty program, Marvel Insider , at San Diego's Comic Con this week. Given that Marvel fans are willing to camp out just to be first in line for the latest film or comic book release, offering a loyalty program appears to be unnecessary. .

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Is customer service investment actually delivering?

Eptica

Date: Wednesday, July 27, 2016 Is customer service investment actually delivering? Published on: July 27, 2016. Author: Pauline Ashenden Despite the rising importance of customer service on both sides of the Atlantic, the UK is widely seen as lagging the United States when it comes to the experience that companies deliver. This is backed up by damning new consumer research commissioned by fixed-fee UK estate agent YOPA.

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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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What is After Call Work?

Talkdesk

One of the most important elements of working at a call center is completing after call work (ACW). In this post, we’ll explore the concept and provide tips for reducing ACW. What is after call work? After call work includes all of the tasks required from customer service agents and sales representatives after a call has ended. What are common after call tasks?

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Out of the House and into the Stadium: The De-Couching Dilemma

Avaya

I recently attended the Sports and Entertainment Alliance in Technology Conference in Las Vegas. As a panelist, I was honored to participate in a group discussion on the “Smart Journey to Fanalytics” in association with some of the best figures in sports organizations across the US: moderator Charlie Shin, Senior Director of Strategic Planning and Customer Relationship Management Strategy for MLS; panelist Andrew Eiden, Business Intelligence Analyst for the San Jose Earthquakes; and panelist Dav

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Why Marvel Insider is all About the Data

Think Customers

And with several films set to be released over the next few years as well as a new theme park, brand awareness is not a challenge. But even a brand that's as well-known as Marvel needs to make its brand stickier with data insights. Powered by CrowdTwist, Marvel Insider lets fans earn swag for engaging with the brand on social media platforms, watching trailers for upcoming Marvel films and TV shows, and taking surveys.

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Writing Avaya Breeze Snap-Ins Using Engagement Designer — Part One

Avaya

If a picture tells a thousand words, a video must be the equivalent of a novel. With that in mind, I’ve decided to forgo the 1,500 written words I would typically use to describe building an Avaya Breeze™ application and take 16 minutes to show you. Welcome to “An Introduction to Avaya Breeze – The Basics,” the first in a series of videos that explore writing Breeze applications—or Snap-ins as they are more properly known.

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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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Conversation Challenges: Join People Skills Chat July 31st #PeopleSkills

Kate Nasser

Conversation Challenges is #PeopleSkills global Twitter chat topic. WHEN: Sunday July 31, 2016 at 10AM EDT. Hashtag: #PeopleSkills Click this converter link to convert 10amEDT to your local time. Background on This Chat Topic: Overcoming Conversation Challenges For some people conversation is easy to create and uplifting to have. For others, it’s difficult to start […].

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STEM: It Does a Brain Good!

Avaya

Growing up, I was the kid who aced every English paper. I was “fluent” in grammar and punctuation, and I could recite all my prepositions to the tune of Yankee Doodle Dandy. (Still can!) Teachers would applaud my “gift of gab” and tout my ability to create dynamic story leads and transition seamlessly between thoughts. What I couldn’t do was Algebra.

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Willy Wonka of Coffee | Miracle on the Hudson

The DiJulius Group

Starbucks Opening Up Even More Upscale Brand Starbucks has been the standard on what a coffee experience should be and are already the most expensive. CEO Howard Schultz feels he can truly make price irrelevant. The company announced that they will be launching a new chain called Starbucks Reserve-only in 2017. “We recognize our customers […].

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15 Best Call To Action Examples

LiveChat

Each and every call to action on your website serves a specific purpose. You can use various call to action methods to make them more effective. Here are the best call to action examples from top online companies you can use on your website to boost sales, signups and generally make the life of your website visitors easier. 1. Paypal: Letting users know what will happen.

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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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New Integration: inContact Agent for Oracle® Service Cloud

NICE inContact

The Oracle at Delphi. Do you know what an oracle is? I did not (at least not in any detail), so I looked it up recently, when I started thinking about this blog…. Oracle (or·a·cle /ˈôrək(ə)l/ (noun): In classical antiquity, an oracle was a person or agency considered to provide wise and insightful counsel or prophetic predictions or precognition of the future, inspired by the gods.

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Why 50 Million People Can’t Call 911

Avaya

Undoubtedly, the most common method used to contact emergency services is simply calling 911. While that will work just fine for most of us, for the 50 million citizens in the U.S. who are deaf, are deaf-blind or have a speech disability, dialing 911 on the phone is not an option. Think about that for a second. You are deaf and experiencing a medical emergency, or witnessing one, and you can’t report it , at least not in a timely or efficient manner.

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Turn Your Customer Into Your Best Salesperson

Amity

SaaS Tattler Issue 90 - Turn Your Customer Into Your Best Salesperson. Have you ever heard the saying, “ Happy wife, happy life ”? Well, take that same concept and apply it to your business. successful customers, successful business. A potential buyer can hear the exact same benefit statement from a sales rep and from a current customer, but who do you think they'll believe?

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