ijgolding
APRIL 19, 2017
This month, in my exclusive column for CustomerThink, I continue to explore in detail my perspective on seven ‘tips’ that will enable any organisation to become genuinely customer centric. I must remind readers that the ‘tips’ are in no particular order – tip number five is no less important than tip number one – although all the tips are connected to each other in some way.
Alida
APRIL 19, 2017
A renowned luxury fashion brand announces deep job cuts. A multinational discount shoe retailer files for bankruptcy protection. A major department store chain, once the biggest name in retail, admits that its future is now in doubt. These examples are just a sampling of the stunning headlines coming out of the retail sector. Dubbed the “retail apocalypse,” the recent wave of retail closures is one of the biggest the business world has ever seen.
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Customer Bliss
APRIL 19, 2017
Guest Post by Mary Walton, author at SimpleGrad – Education and Writing Tips. E-Commerce site’s leadership often focuses on end to end customer experience for their shopping sites, by using CX approaches like Customer Journey Mapping and advanced approaches like establishing Customer Rooms. But sometimes the basics can be overlooked. So here are 9 fundamental and perhaps obvious ways in which online shopping experiences can be improved. 1.
GetFeedback
APRIL 19, 2017
In the financial services industry, client relationships hinge on more than just customer service.
Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
CX Journey
APRIL 19, 2017
Image courtesy of pedrosimoes7 Do people leave managers or do they leave companies? My last few posts have focused a bit more on culture and leadership (or lack thereof); in today's post, I'll continue the trend with a focus on management sins. I found three separate items that I wanted to share with you, all quite interesting, some with overlap. The first is a whitepaper I recently came across titled 7 Deadly Sins of Management™.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Beyond Philosophy
APRIL 19, 2017
A new Kibo study called the “ Consumer Trends Report, 2017 Edition ” reveals that 76% of respondents research prices on a product they want to buy, up 10% from the year previous. Moreover, 68% said price is the biggest reasons they shop where they do. These numbers would lead one to believe that price is still king in Customer Experience, but one would be wrong.
ReviewTrackers
APRIL 19, 2017
The Forum for Healthcare Strategists is presenting the 2017 Healthcare Marketing & Physician Strategies Summit , to be held May 8 to 10, 2017 at the JW Marriott in Austin, Texas. The summit is considered to be one of the leading conferences for executives in marketing, strategy, and physician relations from healthcare-related organizations. Award-winning customer feedback software company and patient experience technology partner ReviewTrackers will be one of the exhibitors at the summit.
Michelli Experience
APRIL 19, 2017
The post {Infographic} A Contrarian View on the United Airlines Customer Nightmare appeared first on Joseph Michelli.
ShepHyken
APRIL 19, 2017
Last week was a bad week for the airlines. The United Airlines customer service debacle hurt all airlines, not just the United brand. It’s not uncommon for flights to be overbooked, delayed and cancelled. Passengers get angry. Airline personnel get angry. “Travel hassle” can be very stressful on everybody. I love it when I take a flight that is on time.
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Michel Falcon Experience
APRIL 19, 2017
Hello everyone! In last week’s video I shared the 3 customer service skills your employees must have to create customer loyalty. In this video, I’m going to share my 5 go-to customer service interview questions to ensure you’re hiring the right people to represent your company. . To create an exceptional customer experience we know that our employee engagement must be extraordinarily high.
transcosmos Information Systems
APRIL 19, 2017
For the unfamiliar, a help desk ticketing system is a tool that companies use to track if things are being done as they should. For each task or concerned customers, there’s a ticket issued with details about what was done, who did what and when, and what else needs to be resolved, among other information. An ideal ticketing system should be designed to allow event registration, assignment of a ticket, tracking of changes on a ticket, sending ticket status updates to other departments, and closi
iPerceptions
APRIL 19, 2017
This is the first blog post in a series that examines key Customer Experience metrics that every Voice of the Customer (VoC) program should measure to better understand your visitors’ website experience. In this post, we take a look at a Customer Experience metric that has been gaining an increasing amount of recognition: Effort.
ClearAction
APRIL 19, 2017
10 Keys to Organic Growth via Customer Experience Lynn Hunsaker. User experience design, customer care, CRM, VoC, engagement / retention / loyalty programs — all of these inject insights and tailoring to customers’ needs and the company’s growth. However, the combination of these efforts falls short of what’s need for idiot-proofed customer experience excellence.
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Amity
APRIL 19, 2017
When I first started at Internet Creations , I was given the luxury of a relative “blank canvas.” We knew changes were needed, but we weren’t sure what would make sense. Our Salesforce consultants worked as Success Managers for a small collection of our customers, serving as a key technical contact outside of the Account Executive.
Influitive
APRIL 19, 2017
When it costs 6X more to attract a new customer than it does to keep an existing one, does it still make sense for marketers to focus mainly on generating new leads, rather than nurturing current customers? (Nope!) As more and more companies turn their focus away from short-lived marketing campaigns, and towards building ongoing.
Magellan Solutions
APRIL 19, 2017
With an ever-increasing population of buyers and consumers, one may think generating qualified leads is an easy task. But owing to the gradually fierce competition and the overwhelming information and distraction vying for your consumers’ attention, business owners and marketers have a task that seems insurmountable. Thankfully, there are a number of proven b2c lead generation ideas that you can utilize for your business, today.
Confirmit
APRIL 19, 2017
In the business-to-business world, the concept of Voice of the Customer is gaining momentum. But despite good intentions, and the opportunity for increased revenue from both new and existing customers, building a successful VoC program in a B2B organization can be a challenge. Your sales and account management teams must listen to customer needs and deliver solutions that are tailored to those needs.
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transcosmos Information Systems
APRIL 19, 2017
For the unfamiliar, a help desk ticketing system is a tool that companies use to track if things are being done as they should. For each task or concerned customers, there’s a ticket issued with details about what was done, who did what and when, and what else needs to be resolved, among other information. An ideal ticketing system should be designed to allow event registration, assignment of a ticket, tracking of changes on a ticket, sending ticket status updates to other departments, and closi
ClientSuccess
APRIL 19, 2017
For Customer Success Managers (CSMs), every customer account is critical. For a CSM, “earning a seat at a customer account” means you become the trusted advisor your client uses to achieve goals and make positive impacts. The internal decision makers of your account trust and respect your input enough to give you the inside scoop to their strategy, focus, and future growth.
delighted
APRIL 19, 2017
You walk into your favorite coffee shop – you’ve been here dozens of times before. You order your typical cappuccino, and wait for the barista to ask for your name. You’re not quite sure if they remember you. This is when some baristas will simply ask, “What’s your name?”. Some will soften it a bit and ask, “What name should we use?” – a minor adjustment that avoids the full concession that they don’t recognize you.
Confirmit
APRIL 19, 2017
We love a Lunch and Learn session at Confirmit. They’re a fabulous way to combine two of our favorite things; CX chat and food. Possibly not in that order, to be honest. We do love food. Earlier this week, we ventured to Washington DC to talk about how businesses can rejuvenate their customer experience programs. We know that even after years of success, CX programs can reach a plateau.
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.
Stella Connect
APRIL 19, 2017
Suppose you’re a pilot who’s preparing a flight plan. For the sake of safety and efficiency, you need to understand current weather conditions and how weather patterns are moving and changing. Here’s the catch: only 3% of the weather map is visible to you. Incredibly, this is how many brands fly. Or wing it, I should say. They rely on traditional voice of the customer (VoC) programs for a mission-critical view of the contact center: what’s working, what isn’t, and what can be done to improve cus
Verint
APRIL 19, 2017
Gamification, the application of gaming mechanics to motivate a specific behavior, is no longer a buzzword according to Tim Bradshaw, correspondent for the Financial Times in his recent article, “Pokémon Go Shows Gamification Is Far from Dead.” 1. The term gamification first gained widespread usage around 2010, but adoption of gamification in business environments was seen mostly as a passing trend—something to satisfy the perceived needs of millennials.
emcien
APRIL 19, 2017
New customer acquisition is costly. And customers are increasingly demanding, fickle, and empowered with endless options — new and old — to spend their dollars. So brands are rightly focused on increasing retention and share of wallet to maximize customer value. Brands know that data holds the key to making the customer value gains they want to see.
Michelli Experience
APRIL 19, 2017
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West Monroe
APRIL 19, 2017
Current State. In March 2017, the Trump Administration proposed The American Health Care Act to repeal and replace the Affordable Care Act (ACA) and give Americans access to ‘truly affordable, quality health coverage.’ The proposed legislation was ultimately not presented for House vote, however, the Trump Administration remains committed to repealing the ACA and working with bipartisan leadership to propose new legislation.
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