Mon.Jul 24, 2017

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MaritzCX Blends CX With Behavioral Science

InMoment XI

Hello, from the CX Cafe team here at MaritzCX! Thank you so much for visiting our blog today. If you are a subscriber, thanks so much for keeping up to date on the latest CX thought leadership! We always try to bring you articles you will find interesting and that will help you in improving. View Article.

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Which Comes First: The Contact Center Site Visit or the RFP?

BlueOcean

Would you buy a house without first walking through it? Even fully armed with an exhaustive list of property details, features, and listing information, would you really be comfortable forking over your hard-saved down payment and signing on the mortgage without at least taking a tour? Unless you’re a daring risk-taker, the answer is probably not. You need tangible reassurance that your new home will be the best fit (and won’t end up costing you more than it’s worth.).

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MaritzCX Blends CX With Behavioral Science

InMoment XI

Hello, from the CX Cafe team here at MaritzCX! Thank you so much for visiting our blog today. If you are a subscriber, thanks so much for keeping up to date on the latest CX thought leadership! We always try to bring you articles you will find interesting and that will help you in improving.

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6 Common Misconceptions Regarding Vendors’ Data Security Risk

QuestionPro Audience

Do Any of These Beliefs about Data Security Risk Sound Familiar? #1 If a vendor has been certified as PCI or HIPAA compliant, procurement can skip the security review. Not a good idea. Regulatory compliance is just one data point. A vendor can be PCI compliant on a very specific portion of its technology yet have weak controls in other areas .

Data 150
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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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Using NPS to build a better candidate experience

AskNicely

When it comes to recruitment it’s not enough to place the perfect person in the perfect role; obviously it helps to get that part right, but it’s not the end of the story. As recruiters, you have a responsibility to your clients to not only find them new employees, but to present them in the best possible light. Nobody wants to work for a company with a reputation for being horrible to job applicants, right?

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Retail Survival 101: Treating Employees Better

Think Customers

This article appeared originally in Customer Strategist. For retailers, 2017 will be remembered as the year of store closings. Nearly 13,000 stores are expected to shut their doors this year, compared with 4,000 in 2016, Bloomberg reports. The store closings are symptomatic of a larger trend: consumers are increasingly eschewing stores for online retailers that offer virtually endless aisles and fast deliveries.Still, some retailers have managed to not only survive but thrive in the face of t.

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Unbelievable! Does Car Buying HAVE To Be SO Bad?

Beyond Philosophy

So a couple of months ago, Lorraine and I headed out to our local Jeep dealership. And thus began an excellent case study in how NOT to treat your customers. When we arrived, I told the salesman I wasn’t going to buy anything that day. But the salesman cornered me into a negotiation anyway. I sat in an uncomfortable chair for most of the afternoon while this fellow disappeared time and again, emerging each time with a new lower price written on a sheet of paper.

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Stop Playing Games with the Net Promoter System®

CustomerGauge

I’ve said it once, I’ve said it a thousand times: NPS® isn’t just about the score, it’s what you do with it. Therefore, it constantly baffles me that companies are still trying to “game” their Net Promoter System®—ultimately skewing results, stagnating progress and losing the true value of their CX program. As a consumer or […]. The post Stop Playing Games with the Net Promoter System® appeared first on CustomerGauge.

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Is Trust the Service Centerpiece for Your Customers Journey?

Wired and Dangerous

We live our lives on promises. From the time a child can grasp the concept of “cross my heart and hope to die,” there is a forever realization that anxiety can only be reduced through proof of trust while waiting for a promise to be kept. From “Scout’s honor” to “I do” to “the whole truth and nothing but the truth,” we seek cues that allay our worries.

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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 Kick Things Off with Your Customers

Amity

SaaS Tattler 106 - How to Kick Things Off with Your Customers. When things start right, they stay right. Onboarding is a huge component of Customer Success, but before you actually get to work you need to take ownership of the new account and launch the relationship towards success. Kicking off a new relationship takes work, from collaborating with Sales to preparing your first customer calls, here are some best practices to help you navigate your first few days with a new customer.

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Tiago Paiva: How a Dreamer Became a Doer

Talkdesk

Do you know Talkdesk’s inspiring origin story? As Talkdesk has recently been named to Forbes 2017 Cloud 100 list , we felt that now would be the perfect time to bring you this interview of Tiago Paiva, the Founder and CEO of Talkdesk. This article originally appeared in Opentalk Magazine. . Let’s start from the beginning. How did you conceptualize Talkdesk?

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5 Top Customer Service Articles for the Week of July 24, 2017

ShepHyken

Each week I read a number of customer service and experience articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. What do older generations want from customer service? by Roxanne Abercrombie. (CustomerThink) It may surprise you that one in five Twitter users are aged over 50, over 59 per cent of seniors have made an online purchase in the past three months, and a colossal 28 milli

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How Will Virtual Agents, Robots, RPA, and New Technology Impact Your Contact Center?

West Monroe

You will be able to guess my approximate age when I tell you that I grew up in a house that had a rotary phone. My fingers were so happy when my family finally installed a few touchtone phones. Now, I don’t even have a home phone, and Alexa is one of my favorite additions to the house. I don’t know how I would survive without Siri. These intelligent agents are making our lives so easy.

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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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How to Orchestrate Customer Experience across the Enterprise

Topdown

In an article for Martech Today entitled “ Beyond the Martech Stack: It Takes an Orchestra to Solve the Customer Experience ,” Barry Levine addresses the challenge of extending the philosophy, processes and technologies of customer-centricity beyond Marketing to the entire organization.

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The Implications of Big-data Marketing: Bigger Than You Think

West Monroe

Across all industries – from utilities to banking and from healthcare to education – organizations are tapping into unprecedented amounts and types of actionable “big data” to understand consumers and drive powerful engagement. This is possible through evolving tools that analyze and parse data into hyper-personalized micro-segments of consumers – enabling an organization to deliver the right message to the right person at the right time and place.

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Does Your Brand Experience Align with Customers’ Voices? Elizabeth Arden Shows How

ERDM

Article by Ernan Roman Featured on CustomerThink.com “Our leaders quickly realized that before we could use digital to transform our customers and the world, we needed to transform ourselves.” This according to General Electric Co. CMO, Linda Boff, “Over the last few years the company changed its way of doing business at every level. And, per Boff, “When we apply these technologies in our teams and facilities, our customers and markets can reach their potential.

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Diving Deeper & Predicting the Future: CX Analytics Explained

Confirmit

Wouldn’t it be lovely if your business had a crystal ball that would tell you what the future holds and how to improve it? With that information, you could plan the most effective steps to drive revenue or beat out the competition. Unfortunately, there are no crystal balls in business. But that doesn’t mean businesses can’t make well-informed, proactive decisions based on more data-centric predictions.

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The Open CCaaS Advantage Report

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

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Sensors Do Not A Smart City Make—Part 3

Verint

In part 1 and part 2 of this blog series, we looked at the background of Smart City initiatives and discussed how combining the networks of sensors and other devices—and particularly the data they generate—can give us powerful and unexpected insights into how to make life better for citizens around the world. We can also add two more “sensors” to our vision of a smart city network: citizens and employees.

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5 Top Customer Service Articles for the Week of July 24, 2017

ShepHyken

Each week I read a number of customer service and experience articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. What do older generations want from customer service? by Roxanne Abercrombie. (CustomerThink) It may surprise you that one in five Twitter users are aged over 50, over 59 per cent of seniors have made an online purchase in the past three months, and a colossal 28 milli