Alida

OCTOBER 27, 2017

Video killed the radio star, but e-commerce hasn’t killed bricks and mortar retail. Although some traditional retail behemoths such Toys ‘R’ Us and Sears have filed for bankruptcy and are even dying completely with a final breath of liquidation sales, some brands are doubling down on their physical locations by revisiting the in-store experience. Even in the era of Amazon, only about a fifth of U.S. consumers are primarily online shoppers , according the National Retail Federation’s quarterly Co

Retail 154

Retail Examples e-support Entertainment 154

ShepHyken

OCTOBER 27, 2017

This week we feature an article by Tim Fujita-Yuhas that discusses the importance of empathy when using new technology for customer service. He looks at the next generation of texting, known as RCS (Rich Communication Services), which I think will become a very valuable tool. – Shep Hyken. When the topic of customer service comes up, the most common associations aren’t typically positive ones.

Customer Service Strategies 83

Customer Service Strategies Strategy Customer Service Hotels 83

Truthlab

OCTOBER 27, 2017

Reading Time: 3 minutes It’s 6am and you’re leaving your house to grab a coffee before you start your morning commute. You walk into a local coffee shop you’ve been wanting to try since you moved into the neighborhood. When you walk in, you notice that the line is a bit longer than other coffee shops in your neighborhood, […]. The post The Dangers of Tunnel Vision When Optimizing a Customer Experience appeared first on truthlab.

Customer Experience 59

Customer Experience Customers Customer Experience Design 59

Vocalabs

OCTOBER 27, 2017

Top Twenty-Five Voice of the Customer Mistakes. Peter Leppik. Fri, 2017-10-27 15:39. Agile Customer Feedback. I started out writing a list of the top-ten mistakes companies make when designing and executing their customer feedback programs, but found I had a hard time stopping at just ten. To paraphrase an old saying, most successful VoC programs are pretty much the same, but each failed program fails in its own special way.

Metrics 48

Metrics Feedback Survey Customers 48

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Customers

Talkdesk

OCTOBER 27, 2017

We’re excited to announce our most recent AppConnect Partner Spotlight: TalkIQ. TalkIQ captures what customers are saying and feeling with real-time insights and trends that let you manage your business through stronger customer engagement, increased sales, reduced churn and better products. TalkIQ is available now on AppConnect. TalkIQ has four main features that allow the solution to deliver best-in-class insights from conversations through AI and speech recognition: Easily access the metrics

Self Service 41

Self Service Contact Center Call Center Analytics 41

CSM Magazine

OCTOBER 27, 2017

A great place to start improving your management skills is by developing the ability to empathize with others. Many years ago I worked in an organisation that was very task focused (to say the least). Whenever we tried to introduce some training or new processes that weren’t task related (e.g. interpersonal skills or management skills training, communication strategies) they would be dismissed by the majority of the workforce with the mantra ‘it’s too fluffy’ I guess, at

Management 40

Management Analytics Training Examples 40

LiveChat

OCTOBER 27, 2017

Some time ago, we decided that it’s time to start to accept guest post contributions. It sounded like the best idea ever! Through the eyes of imagination, I saw our blog flooded with great posts all these great content writers would send us! I saw tons of valuable content enriching our blog, happy readers benefiting from the knowledge we share, what could possibly go wrong?

Ecommerce 45

Ecommerce Tips Sales Marketing 45

ReviewTrackers

OCTOBER 27, 2017

Franchises are meant to be found. Each franchise location should have its own location page to optimize for local search and be valuable for consumers searching for businesses near them. . Consumers are looking for specific information about your business locations such as hours, address, and contact information. And those consumers will go to your store.

Guidelines 75

Guidelines User Experience Consumers Advertising 75

Currency Alliance

OCTOBER 27, 2017

As technologies mature and customer behavior changes, markets must evolve to remain relevant. We have seen tremendous change across many industries during the past 40-50 years, and these changes can help predict the next evolution in the loyalty sector. Customers expect flexibility and convenience from the companies they do business with because people live in a world where almost everything is accessible with a few clicks on their smartphone.

Loyalty 45

Loyalty Customer Engagement Engagement Loyalty Programs 45

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Communication

Influitive

OCTOBER 27, 2017

Businesses today are increasingly faced with a new reality. One where social proof trumps glossy case studies and image-rich company websites. One where what we say matters less and less—and what they say about us matters more and more. The burden of social proof, while generated “out there,” is very much the responsibility of the.

Case Study 45

Case Study Marketing Study Company 45

Currency Alliance

OCTOBER 27, 2017

We recognize that these are difficult times for merchants managing loyalty programs. Customer expectations are higher than ever. They want personalized offers and immediate gratification. But this isn’t always possible. It’s often hard for merchants to find or integrate the technology to help with personalization. What’s more, a lot of customers only have small amounts of loyalty currency in each program they’re a member of – so they have trouble seeing how they can get t

Loyalty 49

Loyalty Loyalty Programs Airlines Brands 49