Wed.Aug 29, 2018

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What is Persona-Based Customer Journey Mapping?

Michelli Experience

Persona-based customer journey mapping helps you understand core customer segments so you can add value to these groups. As promised, this weeks’ blog is a continuation of last week’s post titled Aim Before You Fire. In that post, I shared my thoughts on the importance of immersing yourself in an understanding of the core customer groups for whom you wish to design loyalty building experiences.

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It’s Time to Master These 5 Commerce Business Basics

Oracle

I get it. The pressure of running a commerce business has never been greater. Retail is challenged, Amazon is crushing, customer behavior is changing and expectations are greater, technology options are more complicated than they’ve ever been. And yet, businesses still can’t answer rudimentary questions about their customer base. They still have trouble executing campaigns.

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Are Experience Conflicts sabotaging Our Customer Retention Strategy?

One Millimeter Mindset

Ah, the impact of experience conflicts on the performance of our customer retention strategy. Just when we think we have all the moving parts in order, someone in some department somewhere does something. That “something” completely disrupts customer experience equilibrium. Perhaps experience conflicts are more important when detected prior to acquiring customers than they are when they occur during post-sale execution?

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Dealing with Detractors in 4 Simple Steps

GetFeedback

If you use Net Promoter Score (NPS) to keep tabs on customer happiness, then you know how painful a low score can feel. While NPS is a valuable customer experience metric , it also opens you up to a lot of criticism from detractors, or customers who give you a score of 6 or below. It’s the feedback no one likes to get: this person would definitely not refer business to you.

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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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NPS Benchmarks for 2018: How Do You Compare?

AskNicely

“What is a Good NPS Score?” NPS Benchmarks. Is it just about “what is a good NPS score?” Not exactly. Getting the most value out of your NPS program is more about first having a winning process , which then unlocks those optimal metrics. The Net Promoter Score framework arrived in 2003, and since then organizations have been trying to answer that question.

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Great Customer Experiences Don’t “Just Happen”

NICE inContact

When I arrived on the contact center scene, I knew relatively little about it. Honestly, I hadn’t really heard the term “contact center” not to mention related acronyms like “CX”, “WFO” or “AI”. To me, there were just “ call centers” and I lazily imagined a warehouse filled with worker bees relentlessly taking phone call after phone call, circa the operators of the early 1900’s.

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6 Great Customer Service Tips to Improve Your Satisfaction Ratings

Retently

You’ve built a great product, perfected your customer acquisition process and even started to poll your clients to learn more about what they think of you. There’s only one problem: the Net Promoter Score ® and feedback you received wasn’t as good as you expected. One of the biggest strengths of NPS® is that it’s an objective, quantifiable measure of how your customers view your product or service.

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When a Customer Wins, Nobody Loses, Right?!

CX Journey

Image courtesy of Gerry Brown Today I'm pleased to share a guest post by Paul Laughlin , Chief Blogger at CustomerInsightLeader.com. In today's post, Paul shares a book review of Gerry Brown's book, When a Customer Wins, Nobody Loses. As I’ve shared before GDPR should be a positive customer benefit. As well as being a business benefit, when approached in the right way, GDPR is at root about empowering people/customers.

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Treat Your Employees Like Rock Stars

ShepHyken

When you treat employees like rock stars, they will treat your customers like rock stars. That is what employee engagement is all about. Great leaders have preached that when you treat your employees well, they treat their customers – and fellow employees well. My friend and fellow customer experience expert, James Dodkins, has a great way of saying it: If you want to put your customers first, you need to put your employees first, first.

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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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Why can’t we settle the “is a hot dog a sandwich?” debate?

dscout People Nerds

dscout asked nearly 600 people the oft-debated question… and then asked them to record their answers in the moments they were chowing down. Here’s what our in-context research told us about the underlying, surprising reasons we just can’t shake the great “Is a hot dog a sandwich?” debate.

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The 23 Hotel Review Sites You Should Monitor

ReviewTrackers

Hotel review sites are one of the most important sources of customers in the hospitality industry. Research shows that 78 percent of consumers use online reviews to compare hotels before placing a reservation. By comparing hotels on multiple review sites, consumers get a comprehensive picture of your business. In addition, 70 percent of customers will not even visit or stay at a hotel with negative reviews about its cleanliness.

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How Can You Compete Against Amazon?

Feedbackly

It’s a great time to shop online. Supply chains are becoming more efficient, shipping methods are getting cheaper, and now more than ever people from all corners of the world can have their favourite products shipped straight to their front door. Amazon is taking advantage of this more than any other company in the world at the moment, and there’s no sign of them slowing down.

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The best “growth hack” for SaaS: Talk to your customers through the entire customer lifecycle

Wootric

It sounds simple — but it’s not easy: talking with your customers through every stage of the customer lifecycle. There’s been a lot said about the value of talking to your customers before you build the product to ensure market fit, but very little said about continuing the conversation past marketing and past the sale. Why do I know talking with your customer is *the* very best predictor of, and contributor to, SaaS business growth?

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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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UJET Unveils 2018 Retail Experience Snapshot

UJET

There’s no question about it – retail is evolving. While emerging technologies and consumer behaviors continue to reshape the industry, there is one element for shoppers and retailers alike that remains crucial: the human connection.

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The 10 Best Metrics To Measure Call Center Agent Productivity

Playvox

When you’re a call center manager, you have to make a lot of decisions that impact your call center’s bottom line. And flying by the seat of your pants is not an option. You need to measure what your agents are doing, how fast they’re doing it, and how well they’re satisfying your customers.

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How Mapping the Customer Journey can Improve CX

Interactions

AUGUST 29, 2018 Your customer experience is important. It sets. Read more » The post How Mapping the Customer Journey can Improve CX appeared first on Interactions Resource Center.

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CSM from the Trenches: Mentors – Sheik Ayube, Director, ESG (Customer Success as a Service)

ClientSuccess

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful. Each day we learn from the trenches what it takes to make clients happy and successful.

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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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CUSTOMER EXPERIENCE MANAGEMENT THROUGH CUSTOMER INSIGHTS

Pink Guava

CUSTOMER EXPERIENCE MANAGEMENT THROUGH CUSTOMER INSIGHTS Customer Experience Management through customer insights supports evidence based decision making to create value both for the customers and the business. In this digital age, Customer insights become more valuable as it aids to further the engagement and deepen the relationship between the organization and the customer.

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How Can You Compete Against Amazon?

Feedbackly

It’s a great time to shop online. Supply chains are becoming more efficient, shipping methods are getting cheaper, and now more than ever people. The post How Can You Compete Against Amazon? appeared first on Feedbackly.

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CUSTOMER EXPERIENCE MANAGEMENT TRENDS FOR 2018

Pink Guava

CUSTOMER EXPERIENCE MANAGEMENT TRENDS FOR 2018 When globally, 75% of companies want to work on customer experience, it is becoming a long term value creation model which is sustainable, equitable and shall build gains for all together. Top management alignment/greater focus for Customer Experience Strategy Customer Experience Strategy comes through the customer focused culture.

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John Paul appoints Andrew Quake as the CEO of APAC

John Paul

John Paul, the number one worldwide loyalty solutions service that was acquired by AccorHotels in 2016, is fast expanding in Asia Pacific (APAC). The company, which provides high-end concierge services as part of customer and employee loyalty programs for corporate clients, announces it has appointed Andrew Quake to lead the Group’s organization as the CEO of APAC.

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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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ONE VIEW OF THE CUSTOMER

Pink Guava

ONE VIEW OF THE CUSTOMER Customers are interacting with an organization through multiple channel, various mediums, touch points like email, mobile app, social media etc. Greater and engaged customer experience needs consistency throughout the organizational deliverables. End to end integration in organizational functions and operations from the point of view of the customer can create consistency to enhance customer experience.

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Testing Ascribe Rule Sets

Ascribe

An Ascribe Rule Set lets you programmatically alter the results of linguistic analysis. To learn more about Rule Sets, see Introduction to Ascribe Rule Sets and Authoring Ascribe Rule Sets. Your Rule Set may process thousands of findings when you use it in an Inspection. Therefore, it is very important to test your Rule Set carefully to avoid. Read more » The post Testing Ascribe Rule Sets appeared first on Ascribe.

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WHEN AND HOW TO GO ABOUT TECHNOLOGY INTERVENTION FOR A GREAT CUSTOMER EXPERIENCE!

Pink Guava

Adopting technology is a good strategy to make your customer experience management program more efficient, both in speed and reliability. So much of innovation has gone in this area in past few years that there is no end to new products being launched every day be it for gathering 360 degree customer view, managing and analyzing customer data or servicing customers.

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Which is more important? Customer Experience (CX) or Employee Experience (EX)

Ann Michaels and Associates

Many professionals would argue that both are important. So is this a trick question? Which experience should take precedence? It turns out companies with a balanced emphasis on the customer and the employee’s experiences position themselves in the sweet spot with the most potential for exceptional results. It is difficult to provide a positive customer experience when the employee experience is negative.

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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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HappyOrNot chosen as one of WIRED’s Hottest Startups best Finnish companies

Happy or Not

Heikki Väänanen, CEO & Founder | HappyOrNot WIRED’s Hottest Startups, which celebrates the best European technology hubs, has been published online today, and we at HappyOrNot are honoured and privileged to have been chosen as one of the magazine’s best Finnish companies. Finland has a proud history of technological innovation, and boasts some of […].

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The 19 Essential Technologies Of Experience Design Are Ready For Prime Time

Forrester's Customer Insights

Companies are recognizing the difference that good experience design (XD) makes to winning and retaining customers. And experience design pros – the makers of these experiences, defining and refining them based on customer understanding – know that having the right technology in place can multiply their impact. We know this because my Forrester colleagues and […].

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How to Align Research with the Jobs to be Done Framework

dscout People Nerds

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