Fri.Feb 02, 2018

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Panel Research: Why It Matters

QuestionPro Audience

It’s not breaking news that the way we conduct market research is changing. The research industry is evolving with technological advances such as mobile phones, which allow you to conduct panel research and collect data easier and faster than the traditional landline surveys. But, one important thing to remember: the data is only as good as your panel.

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A third of consumers would rather clean a toilet than talk to customer service

Maru/HUB

This week we’ve been focused on customer service in the wake of new experiences in the way we shop, interact and provide feedback. In our last post, we argued that innovative experiences such as Amazon Go, makes it difficult to gain rich insight in the form of a real conversation. An interesting study conducted by Aspect in 2017 revealed that amongst the 1,000 American consumers surveyed, nearly a third would rather clean a toilet than talk to customer service.

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Guest Blog: What Can We Learn from Southwest’s Customer Service?

ShepHyken

This week we feature an article by Misa Chien who shares great lessons we can learn from the Southwest Airlines customer culture. This also reminds us that customer service doesn’t just happen on the front line. It happens throughout the entire company. It must be part of the company’s culture. – Shep Hyken. What comes to mind when you think of a bachelorette party?

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Pioneering Customer Experience in Healthcare at Cleveland Clinic

Customer Bliss

Being empathetic and engaged are core parts of the patient and caregiver experience at Cleveland Clinic. Dr. Adrienne Boissy , a neurologist and the leader of the patient, caregiver, and family experience at Cleveland Clinic, shares the path to embedding customer experience into a healthcare organization. We talk about the importance of putting patients first, and what it takes to sustain the philosophy, mindset, and operational priorities to keep this work going.

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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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3 CX Innovations You Can Expect from Streaming Services in 2018

Oracle

With millions of subscribers across the world and a breadth of data at their fingertips, streaming companies have started to make CX innovations and optimizations for end users. The OTT (over-the-top) streaming market, defined by Digiday as delivery of film and TV content via the internet, without requiring users to subscribe to a traditional cable or satellite pay-TV service , is expected to balloon to $70.05 billion by 2021.

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How to Collect Email Campaign Feedback

mopinion

Many people over the years have said that email marketing’s days are numbered and that it will soon become a dated, perhaps even obsolete technology. But actually, this assumption couldn’t be more wrong. Email marketing still remains one of the most effective marketing channels with the highest return on investment (ROI). Much like other marketing […].

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Introducing CX Secrets with Sean McDade

PeopleMetrics

Hi everybody! Today I'm really excited to release the first video in a new series called CX Secrets , where I'll be talking about exclusive bonus materials from a book I'm working on titled Listen or Die! The 40 Lessons That Turn Customer Feedback Into Gold. CX Secrets includes exclusive bonus material from Sean's book. Download the video transcript here.

CEM 70
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5 Metrics that Prove On-Site Unique Visits are Required to Drive Conversion

ENGAGE.cx

Understanding ‘Who’s in My Store’ Unique Visits in a physical space is a nascent concept for most marketing organizations. Leaders are recognizing that insights found in this detailed data are what drive conversion and ultimately revenue. Fortunately, the concept of Unique Visits is not new, rather the means to observe it in a physical space has finally come of age.

Metrics 68
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Groundhog Day – 2018

Andrew Mcfarland

Sometimes we subject our employees and customers to the same dismal treatment day after day as if they should accept it willingly. Instead, many would prefer a fast end to the perpetual misery of buying from (and dealing with) us.

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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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New: Plain Text and Company Email Templates

Feedb

We have noticed that “plain text” looking email messages are way more effective at engaging with your audience. That is why now in the Feedb email editor you can pick your email message look as “plain text” or “company” while still being able to use the email editor drag and drop content elements. This new option will work with previous emails too, you just have to edit the message and pick a different template.

Company 58
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When Sorry Isn’t Enough

CSM Magazine

A visit to a busy restaurant, some barbecue sauce and a beautiful jacket provide a valuable lesson in customer service. The restaurant was extra busy when a waiter stumbled while carrying a bowl of barbecue sauce, spilling it on a beautiful jacket draped over a chair. The waiter apologized and wiped the sauce off the jacket. He then excused himself and returned with the manager.

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New: Plain Text and Company Email Templates

Feedb

We have noticed that “plain text” looking email messages are way more effective at engaging with your audience. That is why now in the Feedb email editor you can pick your email message look as “plain text” or “company” while still being able to use the email editor drag and drop content elements. This new option will work with previous emails too, you just have to edit the message and pick a different template.

Company 58
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Necessity Of Call Center Services In The US And Its Benefits

Grupo Noa

Every time a customer speaks to a customer service staff representing a certain firm, the courtesy and professional ethics of the contact center spokesperson create immense impact in the minds of the customers. In reality, such things woo the customers a lot and win their hearts instantly too. The recent call center survey has found that 81% of the current companies prefer American call center because of their utmost professionalism and expert telecommunication skills.

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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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A Case for Employee Experience

Strativity

While many top executives fully appreciate the importance of redefining their value proposition and creating fascinating customer experiences, they are reluctant to concede the necessity to do the same for their employees. However, an organization is the sum total of its people—for better or for worse—and can be a company’s differentiator and source of customer loyalty.

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Necessity Of Call Center Services In The US And Its Benefits

Grupo Noa

Every time a customer speaks to a customer service staff representing a certain firm, the courtesy and professional ethics of the contact center spokesperson create immense impact in the minds of the customers. In reality, such things woo the customers a lot and win their hearts instantly too. The recent call center survey has found that 81% of the current companies prefer American call center because of their utmost professionalism and expert telecommunication skills.

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Do AI and text analytics bring the death of surveys?

CX Ahead

This article was originally published on the CX Network – a leading platform for CX and Marketing senior leaders. It’s a new world of customer feedback measurement, but is it out with the old and in with the new, or can traditional and futuristic tech work alongside each other to paint a complete picture? Let’s […]. The post Do AI and text analytics bring the death of surveys?

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New: Plain Text and Company Email Templates

Feedb

We have noticed that “plain text” looking email messages are way more effective at engaging with your audience. That is why now in the Feedb email editor you can pick your email message look as “plain text” or “company” while still being able to use the email editor drag and drop content elements. This new option will work with previous emails too, you just have to edit the message and pick a different template.

Company 40
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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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Being relevant and making an impact – it’s worth the effort and investment!

Dapresy

Making an impact, being an influencer and achieving a solid ROI are goals market research and customer experience professionals strive for. Yet insights leaders say that “it’s tough out there”, because budgets continue to be reduced, resources are dwindling, talent needs have changed and there is precious little time in the day to think about ways to innovate.

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3 Questions To Ask About Your Website Design Before The Launch

iCiDIGITAL

So here we are. You’ve finally come to the end of what has been a long, arduous journey. The road has been fraught with internal debates, delays, budget conundrums, revisions, and more meetings than you’d care to count. You’ve gone through discovery sessions, user testing, and wireframing…followed by more user testing. Visual designs have been submitted, argued, revised, re-submitted and you’ve now finally reached the fabled holy grail.

Meeting 40
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Customer-Centric Experience (CCX) redefining Customer Experience (CX)

Informedy

We live in a n era where customers are empowered. They are empowered to do their own research, share their opinions, make their own choices and shop competitively. They are constantly evaluating you based on your products, reputation, competitors, and service. To attract and keep their business, you must be attentive to their needs and provide them with an exceptional customer experience.

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Contact Center Agent Performance: No Room for Sacrifices

Talkdesk

Editor’s Note: This piece was originally written by Brian Cantor, Digital Director and Principal Analyst at CCW, for CCW and Talkdesk’s Special Report: Agent Performance. When thinking about performance, customer management thought leaders have historically focused on the supposed trade-off between efficiency and customer centricity. A business, in their eyes, could either emphasize fast, transactional interactions or elaborate, emotionally driven conversations.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

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Ascensos Make Fantastic Fundraising Effort for Children’s Hospital

CSM Magazine

Ascensos, the Scottish-based contact centre management specialist, has presented Glasgow Children’s Hospital Charity (GCHC) with a cheque for £17,500 after a fantastic fundraising effort. Each member of the 1,000 strong Ascensos team, across its sites in Motherwell and Clydebank, played a part in raising money for the charity throughout 2017. The team beat its own ambitious £10,000 target by holding regular events including fun Fridays, a pay day lottery and seasonal activities such as Halloween

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Verint Speakers: Marketing Should Evolve as Customer Preferences Do

Verint

MarTech Magnified: Evolve Your Marketing with Changing MarTech. February 2; Tysons Corner, Virginia. Verint’s Nancy Porte, vice president, global customer experience, will be part of a panel presenting “Customer Experience, Customer Success, Customer Retention: Are They All the Same?” from 4 to 4:45 p.m. ET. Today’s tech-savvy marketers are obsessed with both customer retention and conversion, so this panel will present three marketing leaders in customer experience and customer success to discu

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Winners Announced for 2018 DealerRater Dealer of the Year Awards

CSM Magazine

Top U.S. and Canadian car dealers are recognized for high marks in online customer reviews. DealerRater, the car dealer review website, has announced the winners of its annual Dealer of the Year Award program. Award recipients are recognized for distinction in outstanding customer service based upon consumer reviews of dealership experiences shared on DealerRater.com and DealerRater.ca.

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Dunkin’ Donuts No.1 in Coffee Customer Loyalty Once Again

CSM Magazine

Dunkin’ Donuts can now boast an impressive dozen in customer loyalty. For the 12th consecutive year, Brand Keys has honored Dunkin’ Donuts as a coffee leader in providing guests with a superior customer experience. According to the 2018 Brand Keys Customer Loyalty Engagement Index, Dunkin’ Donuts is once again a top brand for consumer loyalty in the out-of-home coffee category.

Loyalty 40
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2024’s Retail Odyssey: Going Small, Artificial, and Augmented!

Speaker: Kelly Goetsch - Chief Strategy Officer at Commercetools | Jason Cottrel - CEO & Founder at Orium | and guest speaker Brendan Witcher - VP, Principal Analyst at Forrester

Significant modifications are on the horizon for digital commerce in retail and customer experience come 2024. The pace of tech shifts will intensify, businesses are set to defund legacy solutions, and attractive opportunities will surface as social and retail media players join forces. To stay ahead of the curve, digital leaders are experimenting with less risky initiatives and scaling back on outdated projects that no longer yield impactful results.