Thu.Oct 06, 2016

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Bank Branches and Surveys in the 21st century

InMoment XI

Banking in the Mad Men Era Many of us enjoyed the series Mad Men, remembering (or imagining) a time in the not so distant past. While we felt a nostalgia for some things – the cocktails, the clothes, the furniture – we also appreciated how much had changed in our lives over the intervening 50. View Article.

Banking 200
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Customer churn: The pipeline that shall save you

Customer Bliss

Customer churn is bad. You don’t want it, obviously. In a perfect utopia, all your customers would stay in the fold, retain, and refer you to other new customers. That’s the apex of a customer-driven growth engine, and it’s essentially the polar opposite of customer churn. But we all know the quote, often attributed to Warren Buffett.

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Bank Branches and Surveys in the 21st century

InMoment XI

Banking in the Mad Men Era Many of us enjoyed the series Mad Men, remembering (or imagining) a time in the not so distant past. While we felt a nostalgia for some things – the cocktails, the clothes, the furniture – we also appreciated how much had changed in our lives over the intervening 50.

Banking 200
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Weology: We Comes Before Me - Part 2

CX Journey

Image courtesy of Peter Aceto This is Part 2 of a two-part series on my discussion with Tangerine Bank CEO, Peter Aceto. I left off on Part 1 of my conversation with Peter Aceto with questioning why so many leaders still don't get the importance of focusing on the customer and customer experience improvements. In this second part, I'll share the rest of our discussion, which revolved around change and change management, business leaders Peter admires, companies who have adopted Weology, success

Culture 169
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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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ICUC 2016 Checklist to Help Transform Your Experience

NICE inContact

We are officially less than one week away from our biggest event this year, ICUC 2016 ! As time starts ticking away until your arrival in Orlando, we’ve created a checklist for you. This list is compiled of some major “to-do’s” before you join us at the Hilton Orlando Bonnet Creek. We have a lot of fun activities and events planned for you during our three-day extravaganza.

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The Power of Positive Thinking in Customer Service

Provide Support

The Power of Positive Thinking in Customer Service. It’s no secret that customer service jobs are often associated with negativity. Dealing with customer complaints, negative feedback and frustration on a day-to-day basis can be a pretty stressful experience. You’ve probably heard that negativity tends to spread like wildfire. Once you let negative thoughts come into your mind, they attract more negative situations, triggering a vicious circle of bad feelings and outcomes.

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How to Make the Most of IoT While Minimizing Security Risks

Avaya

I was in London yesterday for IP Expo 2016. I had the pleasure of speaking with many customers and presenting a keynote about the security concerns raised by the Internet of Things (IoT). Below is a summary of what we discussed for those who weren’t able to join me or who did but need a refresh. Adding millions of new devices, hardware endpoints, and billions of lines of code, along with more infrastructure to cope with this load is, unsurprisingly, creating a vast set of security challenges acr

How To 83
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Feedback is a gift, right?

Customer Enthusiast

Last weekend my 13-year-old son, Cooper, had a basketball game. As is the custom, a parent from each team volunteered to either record game stats in the scorebook or operate the scoreboard and game clock. While I’ve performed each of these roles countless times over the course of my son’s seven years of competitive play, last weekend I was just one of the parents in the stands watching the game.

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Stepping Up and Out for a Walk Around the World

Avaya

When I went through the grueling process of interviewing for my CMO position at Avaya, what appealed to me most was the company’s strong sense of community. This was an organization going through a massive transformation. Leaders and employees were dealing with a ton of change and a lot of uncertainty. Yet last year, during the month of July (the dead of summer in some parts of the world), this global team came together and rallied around the company’s first-ever Month of Giving Program.

Course 83
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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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Seasonal Hiring Tips for the Holiday Shopping Season

LiveChat

Holiday shopping season is the busiest period of the year for any online business. Thousands of customers who are ready to buy will visit your website. To answer that, you will need some extra pairs of hands. One way to get them onboard is through seasonal hiring. Seasonal hiring allows you to quickly staff up before the hottest periods of the year.

Tips 52
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See Me, Feel Me: Listening Breeds CX Success

Customer Interactions

Knowing the Customer Is a Winning Strategy for Customer Experience

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Six ways customer service satisfaction goes to the bottom line

Bold360

It’s not an abstraction, and not just a theoretical nicety, although to hear some conversations about customer service satisfaction you could easily dismiss the concept as more jargon than substance. But what a mistake that would be. The benefits of customer satisfaction couldn’t be more real, and customer service satisfaction couldn’t be more essential for increasing the bottom line in any organization.

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Why Customer Development Is Crucial to Every Businesses Success

Kayako

Customer engagement and feedback are powerful tools for every company—but many startups see them as an afterthought, focusing all of their energies on selling more products and gaining more users. But what these companies are missing is that customers are their best advocates. Consider the facts: Nearly 60 percent of consumers like to tell their friends and family about new products they have tried. 92 percent of people believe word-of-mouth recommendations trump traditional marketing and adve

Feedback 247
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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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Why Salesforce Should Buy Twitter

Esteban Kolsky

Bear with me before dismissing me as crazy — I love the idea. Here is the explanation, which SFDC may dispute. Read it in its entirety before pronouncing judgment. Twitter is not a social network. It has failed dismally at it. Facebook has eaten their breakfast, lunch, and dinner and drank their milk at it. At the beginning Twitter was cobbled together in a rush to launch at South-by-Southwest.

Software 157