Tue.Jun 18, 2019

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No, This is Not the Age of the Customer

Strikedeck

Andy shares the challenges in the Age of the Customer, and looks forward to how it will differ in the Age of the Consumer.

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Closing the Customer Feedback Loop

Centercode

Whether it comes early in the development lifecycle, right before launch, or between releases, customer feedback is vital to understanding what your target market wants and expects. Any time you talk directly with your market, it reveals incredible insights. That’s why carving out a process for collecting, reviewing, responding to, and taking action on feedback is critical.

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The Cost Of Losing Creativity

Forrester's Customer Insights

Agencies’ creative perspective, the very currency of the business, is at risk and can only be realized by shifting billions from tech to fund creative differentiation. “The value of agency creativity is at risk of disappearing.” The marketing industry is woefully out of balance, from agency/client relationships to new business requirements and compensation.

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My History Of Enterprise Transformation And XM

Experience Matters

I’m frequently asked to share my views about the evolution of experience management (XM), so I’ve spoken (and written) about topics such as CX establishing the foundation for XM. For some recent speeches I’ve combined my personal introduction with a broader overview of the evolution of enterprise transformation. After several requests, I’ve captured the content in this short (5 minute) video.

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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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Give Trust to Get Trust: Let Two-Way Trust Define Your Actions

Customer Bliss

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother?

More Trending

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The Value — and Values — of Customer Experience

Experience Investigators by 360Connext

Customer Experience is About Value and Values. Customer experience is not the new battleground anymore. It’s THE battleground. And it all centers around the word value. How can we provide value in what we offer to customers? How can we define and promote our values in our customer experience, so customers can align their values with ours? Finally, how can we make our customers feel valued and important?

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Amazing Business Radio: Mary Drumond

ShepHyken

Does a Bad Customer Experience (CX) Really Matter? Learning to Ask the Questions That Matter the Most. Shep Hyken interviews Mary Drumond. They discuss Mary’s recent article, “ Bad Experiences Aren’t Always the Problem for Companies ” as it pertains to customer feedback, customers’ expectations, and the entire customer experience. The Interview with Mary Drumond: It’s important to look into the reasons why customers make their decisions.

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I’ll Have What She’s Having—EVs Served with a Side of Confidence and Knowledge

Strativity

Early adopters of Elective Vehicles (EVs) and others exploring EV options report being largely underwhelmed by the knowledge, confidence, and support provided by auto dealerships to date. In today’s environment, it’s not uncommon for customers to be better informed about EVs than the sales advisors! The post I’ll Have What She’s Having—EVs Served with a Side of Confidence and Knowledge appeared first on Strativity.

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How to Onboard New Clients in the Customer-Centered Economy

Totango

Imagine you’re a customer who’s just subscribed to a service or purchased a new product. In a perfect world, what would happen next? You’d probably begin using the product and discover it works exactly as described. The value of your purchase would be immediately apparent. There would be a dedicated customer success team that would help you learn to use all the features.

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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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How to Use Hootsuite Reputation Management to Your Advantage

ReviewTrackers

We here at Review Trackers love HootSuite. To us, it’s one of the world’s best social relationship platforms, and our team uses it every day to engage with fans and followers on social networks like Facebook, Twitter, Google+, LinkedIn, and more. We think you ought to give the tool a try, if you aren’t yet using it. Not only does HootSuite help business owners connect with existing and potential customers on their favorite social networks; it also serves as a great tool to establish and boost yo

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Building Your Brand: Why Communication In Business Is Crucial When Growing Your Company

Ecrion

According to this report 1 , 86 percent of staff members at U.S. companies experience communication issues. These problems lead to missed deadlines, a drop in productivity, and sales deals that fall through. Don’t let communication issues cause your business growth to falter. Instead, you can discover exactly what is communication in business and how to use it to your company’s advantage.

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Why not why?

C Space

Why not why? Identity is slippery. In many ways it’s humanity’s central question. With the rise of purpose-driven advertising, it seems that the identity question applies to all companies too. Dr. Nick Coates explains (with a little help from Lewis Carroll) how brands can figure out what they stand for. Tweet. Christina Stahlkopf. Associate Director at C Space.

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Evaluating packaging design? There's a better way

Perceptive

Consumer opinion is the primary evaluation tool of traditional concept and packaging development. So primary, in fact, that it’s often used as the only evaluation tool. This wouldn’t be an issue were traditional evaluation methods able to capture the entirety of what a consumer really thinks and feels. Unfortunately, they usually don’t.

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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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Velocity Conference Shows What’s Gaining Velocity in Data Management

datastax

Last week I attended O’Reilly’s Velocity and Software Architecture conferences—a double-bill targeting modern developers. I’m quite familiar with Velocity because I’ve been attending it on and off since 2009. When it started, the themes were about how to deploy and run large-scale infrastructure. Since then, Velocity has moved beyond just operational topics and expanded into the development side of building large-scale applications.

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A Bonus Lesson from Listen or Die

PeopleMetrics

One year ago today, I launched my book, Listen or Die: 40 Lessons that Turn Customer Feedback into Gold ( check it out on Amazon! ). The goal of the book was to share best practices on how to create a great Voice of Customer (VoC) program. Over the past year, another lesson has emerged that I would like to share with you. This bonus lesson is that the very best CX leaders are focusing on being more human , not providing more technology.

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Identifying Trends or Trouble Before They Become Tsunamis

NetBase

Social media trends can be TNT for brands, offering explosive results and placing them solidly on potential consumers’ radar – but oftentimes, not in a good way. At least not the type of trends we have in mind! Using social listening, brands are able to head off crises by seeing things coming before they’re enveloped in viral dramas. And brand health has to be a top priority for this to happen.

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Forrester CX NYC 2019: How to Break Through Stagnant Customer Experiences

Think Customers

At Forrester’s CX NYC 2019 conference, the message was clear: customer experience has a hit a wall. The failure to understand what customers really want and deliver value has led to irrelevant experiences and disengaged customers. Across a total of 16 industries in the research firm’s latest U.S. Customer Experience Index, 81 percent of the brands have a stagnated customer experience.

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Mapping Digital Transformation: Retail’s Strategic Shift

Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib

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The Importance of the Customer Journey and How an Outsourced Call Center can Help

Advantage Communications

Today’s business owner knows that the customer experience (CX) is now absolutely essential to the success of their company, particularly in a marketplace that is saturated with organizations that offer incredibly similar (and often the same) products and services.

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5 of the Financial Services Industry’s Top Customer Experience Challenges

Oracle

Every industry has its customer experience challenges, and those challenges can affect the bottom line. According to American Express , over 50% of Americans have decided against a planned purchase due to bad customer service, and further, 33% of Americans will switch companies after one instance of bad customer service. The financial services industry has felt the impact of today’s experience economy, where the growth of mobile devices and constant connectivity means that customers seem t

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Customers are First! Decode Customer Experiences with Artificial Intelligence (AI)

SurveySensum

Across the globe, businesses are pouring more resources than ever into enhancing product or service usability to build strong customer experience (CX). In recent years, customer experience has become a major thing. An integrated customer feedback mechanism can help in reigning positive experience. Take into account that customer journey doesn’t end after the purchase– it’s an ongoing experience which requires customer centricity at different touchpoints.

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Diamonds in the Rough: Finding Growth Opportunities in Your SMB Customers

Education Services Group

As of 2018, there were slightly over 30 million small businesses in the United States. The number of businesses with more than 500 employees? Only 120,000. What this means is that small businesses are an enormous opportunity for any B2B software as a service (SaaS) business. If you can get in on the ground floor with a small business, help them achieve success, and scale with them, you’ll set yourself up for enormous potential growth in your future.

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Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

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Learn How Hot Yoga Factory Is Growing Revenue 18% YOY With a Reward Program

Perkville

Perkville and MindBody are coming together to bring you a co-hosted webinar on Wednesday June 26th 10AM PDT. We’ll be joined by presenter Terri Fry whose studio Hot Yoga Factory has seen strong growth since they launched their rewards program. You’ll learn strategies to structure a rewards program that drives results, mistakes to avoid when launching a program, and marketing your rewards program to get the most out of it.

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Diversity and Inclusion at Help Scout: 2019 Update

Help Scout

It’s been ten months since we last reported on the state of Diversity and Inclusion at Help Scout, and we’re excited to provide an update on where we stand as of April 2019. We’re starting to see some positive changes over time, as well as areas where we still struggle. We love that sharing this information helps our company stay accountable, transparent and committed to doing the work.

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Seeing the Forest AND the Trees—Reflections of Forrester’s CX ’19 Conference

Strativity

The team here at Strativity is a big fan of Forrester’s annual CX conference. For the last few years, we’ve attended, presented, and sponsored—it’s always great to connect with clients, colleagues, and industry leaders, and this year was no different….except in one respect. This year, The post Seeing the Forest AND the Trees—Reflections of Forrester’s CX ’19 Conference appeared first on Strativity.

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Using emotional connections to create exceptional customer experiences

MyCustomer

Download this Guide. Lead goal. 100. TM Form. Not a TM Form. Disable T&Cs requirement.

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How Personalized Customer Experiences Drive Retail Growth and Revenue

Speaker: Shaunna Bruton - Associate Director of Product Strategy at Orium | Sam Panzer - Director of Industry Strategy at Talon.One | Frank Passantino - Director of Product Management at Bloomreach

More and more, customers are expecting a better personalized CX. But can retailers actually deliver? Data from McKinsey shows that companies that excel in personalization increase their revenue by 40%, but despite these numbers, retailers struggle to implement customer personalization strategies. So what are the potential solutions? Join us to gain a better understanding of the current retail landscape and learn what you can do to translate personalization strategies into practical implementatio

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5 Ways to Improve Your Customer Service

NICE inContact

Practice makes perfect, right? But in business sometimes there’s no time for practice. You’ve got to be perfect now. At NICE inContact, we’re always thinking about digital customer service. We love finding ways to make customers happy and helping businesses raise the bottom line while doing it. We do the practicing, so you don’t have to.

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30 B2B Local Marketing Ideas That Generate Leads, Clients, and Revenue

Grade.us

When it comes to B2B local marketing, finding leads, closing sales, and driving revenue is an interesting challenge, especially when you think about it in the context of local. Think about it this way, have you ever heard the saying, " supplies are limited? ". It's a problem local B2B companies understand well. If you're in a large metropolitan area like Los Angeles, New York or Chicago it's actually more of a problem.

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Omnichannel Customer Experience = Omnipresent + Omniscient Agents

NICE inContact

Digital is the new norm, and it’s disrupting the way customers communicate with brands. With the proliferation of newer digital devices and channels, customers prefer to reach brands through digital channels rather than voice channels. But companies deploying and promoting digital customer service channels, like chat or SMS, are not seeing the results with NPS, containment, and agent efficiency.