Mon.Feb 20, 2017

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The cost of NOT focussing on Customer Experience

ijgolding

Last night, I received an email from a good friend of mine asking for my input into a question they had been asked by the senior leadership team of their organisation. The question was as follows: What value has our business experienced as a result of all the Customer Experience (CX) work that has been done? They are not the first senior leadership team of a company to ask a question along these lines – they are very unlikely to be the last.

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Expert Interview Series: Mike Wittenstein of Storyminers About the Importance of Storytelling in Business

Storyminers

This interview was conducted by John Mattone and first appeared February 7, 2017 on JohnMattone.com. Mike Wittenstein advises leaders on how changes to their customer experiences can positively transform their brand narratives and their bottom lines. He is the managing partner at Storyminers , a design pioneer, and a developer of unique methods and tools for enhancing front-line customer experiences.

Brands 190
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One Piece of Customer Communication that Fails to Delight

Experience Investigators by 360Connext

Customers hear from you regularly. Right? As you dwell on how often you actually connect with a customer (once a week? once every few months? never?) I want to remind you of one simple fact. Your customers, if they are truly customers, pay you regularly. They probably receive an invoice of some sort, even if […]. The post One Piece of Customer Communication that Fails to Delight appeared first on Customer Experience Consulting.

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Expert Interview Series: Mike Wittenstein of Storyminers About the Importance of Storytelling in Business

Storyminers

This interview was conducted by John Mattone and first appeared February 7, 2017 on JohnMattone.com. Mike Wittenstein advises leaders on how changes to their customer experiences can positively transform their brand narratives and their bottom lines. He is the managing partner at Storyminers , a design pioneer, and a developer of unique methods and tools for enhancing front-line customer experiences.

Brands 170
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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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The Gift of Gab: How To Talk And Be Nice To Customers

Omnicus

Customer service is a skill. Some industry veterans may even argue that it is an art, similar to sales. Whatever the case, like any skill it requires time, experience, and an unwavering dedication. Learning how to speak to your customers and how to be nice to your customers is vital. Following the above commitments will lead to superior customer service.

How To 140

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5 Top Customer Service Articles For the Week of February 20, 2017

ShepHyken

Each week I read a number of customer service 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. 7 Impressive Tactics to Build Customer Loyalty and Create Your Own ‘Super Users’ by Anton Kraly. (Performance Marketer) There are so many customer loyalty building tactics out there.

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It’s time to stop giving people Net Promoter Score® targets

Genroe

Sudoko has it’s roots in 19th century French newspapers (yes really) and only became mainstream from 2004 when it started appearing, seemingly, everywhere. Actually, I’m not a fan of this puzzle and, after trying them a couple of times, I gave it away. However, plenty of people have invested a lot of time solving some […]. The post It’s time to stop giving people Net Promoter Score® targets appeared first on Genroe.

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Physical Electronics Goes Beyond the Surface When it Comes to Optimizing Service

Alliance by IFS

Physical Electronics (PHI), the world’s leading supplier of UHV surface analysis instrumentation, has signed a software-as-a-service (SaaS) contract for Astea’s service management and mobile workforce platform. Physical Electronics aims to leverage this powerful and feature-rich cloud solution to streamline and strengthen their service business reinforcing their commitment to providing world-class service and support.

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How to Not Make Your Customers Feel Special, Courtesy of Canva

Russel Lolacher

Full disclosure: I used Canva to craft the header for this post. Dear Canva, I really do love your product and rely on it every day but your customer relationship building could use some work. (aka don’t do this)… As you can read, Zach from Canva sent me an email to “personally” talk to me (to me, or at. The post How to Not Make Your Customers Feel Special, Courtesy of Canva appeared first on The Upsell.

How To 48
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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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Take it Personal

The DiJulius Group

By Katie Mares Customer Experience Consultant for The DiJulius Group Technology has made it increasingly difficult for the storefront retailers to create an experience that satisfies their customer’s needs. Think about it for a minute, when you go on line virtually all websites collect data and your shopping behavior from the last visit to the.

Retail 40
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Customer Experience in the Contact Center

Confirmit

As the face of your company, the contact center represents an exceptional opportunity to capture the Voice of the Customer and drive improvements that hit the bottom line. But how do you build a case to implement such a program in an area that’s so heavily based on existing performance metrics? The answer lies in making a clear, financial business argument to your C-suite and ensuring you have a well-defined set of performance objectives.

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New Infographic: Challenges facing the Auto Industry

Peter Lavers

The automotive sector is facing massive changes in the next 10 years. How will this affect your customer management? Download the Automotive Change Infographic pdf . The post New Infographic: Challenges facing the Auto Industry appeared first on Think CX.

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We All Hate Losing – Here’s Why

Beyond Philosophy

Tennis great Jimmy Connors famously said, “I hate to lose more than I love to win.”. His aversion to loss isn’t limited to elite athletes. Distaste for losing motivates politicians, gamblers, businesspeople and importantly, ordinary consumers. And unless you recognize its power, you may make critical mistakes with your customer experience. Prospect theory explains why we hate losing more than we like winning.

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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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Auto Industry Challenges Infographic

Peter Lavers

The automotive sector is facing massive changes in the next 10 years. How will this affect your customer management? Download the Automotive Change Infographic pdf . The post Auto Industry Challenges Infographic appeared first on Think CX.

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13 More Customer Service Blogs You Should Bookmark

transcosmos Information Systems

Customer service is the support you offer your customers before, during, and after purchasing your product. It’s what can make—or break—their experience with your business. From topics like working with an outsourced customer support to the latest trends and sought-after practices in the industry, here are 13 more customer service blogs you need to bookmark now!

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Auto Industry Challenges Infographic

Peter Lavers

The automotive sector is facing massive changes in the next 10 years. How will this affect your customer management? View the Automotive Change Infographic. Contact us: info@thinkCX.co.uk. The post Auto Industry Challenges Infographic appeared first on Think CX.