Fri.Sep 13, 2019

Putting the “Care” in Career: The Case for People-Centric Talent Management (Part One)

North Highland

There is a direct correlation between a company’s financial performance and the level of employee engagement and career fulfilment. In other words, organizations that take deliberate steps to create an environment where career experiences are fulfilling, purposeful, and supportive of personal growth increase their probability of delivering strong business performance.

Stereotypes: The Hard-Wired Way Our Brains Make Decisions

Beyond Philosophy

I’ve got a hypothetical question for you. On a scale of one to ten, how likely is it I am a male model? . Now before you destroy my self-esteem with your answer, I have a follow-up question. How did you come to that determination? . The answer to that question is the subject of this post and a recent podcast , and it involves the Representative Heuristic. This psychological principle could have a significant influence on how customers behave in your Customer Experience. .

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Customer survey templates get you the growth you want


Who doesn’t want to grow? Growth marketing is a set of activities intended to acquire more customers, increase revenue, and speak to a previously unreachable audience. Many growth marketers focus on tools and strategies designed to bring customers through doors and onto websites. Only a few, however, realize that an integral part of sustaining growth is avoiding the churn of existing customers. In fact, it costs 6 times more to attract a new customer than it does to keep an old one.

One Great Challenge for Retail Auto in the Next Decade is…Behavior!


Implementing Cultural Change by Focusing on Impacts to Employee Behavior Retail auto, with few exceptions, is addicted to “transactional” behavior, from front end (showroom) to back (service)…and that behavior will negatively impact virtually every innovative future endeavor. Problem is, most dealer leaders don’t believe it or think they are already delivering a good experience with. View Article. Automotive

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How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

Avoiding the Mounting Contact Center Compliance Squeeze

NICE inContact

Recent analyst research has proven that the job of staying compliant is only getting more difficult for contact centers. With demands ever-increasing, compliance managers and officers are growing more concerned with continuing ensuring contact center compliance while coping with limited budget and resources. Luckily, call center analytics software can help alleviate much of these compliance headaches.

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Is Any Attention Good Attention?

Beyond Philosophy

Is Any Attention Good Attention? I like Oscar Wilde. His best quote is, “There is only one thing in life worse than being talked about, and that is not being talked about.” ” Of course, there are times when people are talking so bad, one might wonder if it is worse than being ignored. This episode of The Intuitive Customer explores if there are times when the bad press can be good news for your brand. In other words, are there times when bad news is good?

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How the Mighty Fall: And Why Some Companies Never Give In by Jim Collins (a One Win Book Review)

Customers That Stick

In this One Win Book Review, we take a look at How the Mighty Fall: And Why Some Companies Never Give In by Jim Collins. Check out the video below to hear Adam’s one win that you can take away from How the Mighty Fall to improve your organization’s customer experience and customer service. About How the Mighty Fall: And Why Some Companies Never Give In. FROM THE PUBLISHER: Decline can be avoided. Decline can be detected. Decline can be reversed.

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3 Lessons I Learned About Product-Led Growth [Interview]


What is product-led growth, exactly? Travis Kaufman, VP of Product Growth at Gainsight, defines the buzzword and shares growth-boosting best practices. This Q&A is an excerpt from our webinar, Ask an Expert Q&A: How to Build Products That Drive Growth. You can listen to Travis and Gainsight’s VP of Product, Ciara Peter, share their expertise in full here. Long gone are the days when sales-led or marketing-led growth reigned supreme.

­What You Need to Know About B2B Customer Success to Beat Your Competition

Team Support

Great companies have always cared about their customers. When a customer pays for a service or offering, it’s up to the company to make sure what they paid for meets their needs. In the past, this may have meant a follow-up call or two, and then the company moved on. However, as the B2B customer experience evolved, a single phone call is no longer good enough. Now, companies have entire “customer success” teams that focus solely on ensuring the customer is happy and remains that way.

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

Whirlpool gets proactive about recalls – At last!

Helen Dewdney

Whirlpool recalls faulty tumble dryers. Whirlpool status 3 months on from being forced to undertake full recall. Today, 13/09/19 Whirlpool announced that it had successfully identified 65,000 tumble dryers and recalled them. Offers for a resolution have been made on 63,000 of them, with 42,000 of them having been repaired, replaced or refunded so far. Dangerous dryers under the Hotpoint, Indesit, Creda, Swan and Proline brands were sold in the UK for 11 years.

Birkenstock and Away Won’t Sell on Amazon, Want to Protect Brand Integrity


Amazon is the biggest e-commerce platform in the world. If you’re a brand selling products online, you need to be there. Or do you? Luggage upstart Away and shoemaker Birkenstock have decided not to sell on Amazon in the name of protecting brand integrity. Away sells luggage starting around $200. Birkenstock sells shoes from under $50 to over $200. They’re not luxury brands. But they’re also not selling low-margin commoditized products.

How to Use Social Media Audience Analysis for Marketing Success


Marketing success can feel elusive some days. And reaching target consumers can seem impossible in a sea of competitors with wider reach and extensive resources. But social media audience analysis levels the playing field, capturing key consumer insights that makes messaging resonate and helps elevate your brand. Let’s check it out! Who Are You? Before sorting out what to say to your audience, you need to understand how you’re coming across to them. Who are you in their world?

Company Culture: Why Your Outsourced Call Center Should Focus on Client Branding

Advantage Communications

One of the most important aspects of any successful organization is to have a clearly defined company culture. The culture of your organization will influence the communication within your teams, the productivity of staff members, how engaged employees are with their work and much more. Many organizations form partnerships with MSPs and BPOs to build a successful enterprise, but what does that mean as company culture expands to external teams? Customer Service Trends

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

5 Ways AI and Machine Learning Are Automating Customer Service in 2019

CSM Magazine

WhatsApp, Facebook Messenger, and other social chat applications have opened a brand-new avenue to get in touch with customers. And customers love to use them because they don’t have to change apps; they get customer service right in the apps they use the most. If given a choice between searching for answers and talking to an agent to get answers, customers will always choose the least-effort path.

Rome Was Not Built In A Day, And Neither Are Digital Businesses

Forrester's Customer Insights

As I’m returning from the Eternal City, where I’ve had the chance to walk around Rome’s Baroque architecture gems and explore its awe-inspiring art collections, I cannot stop myself from reflecting on how much talent, courage, and leadership it took to transform and build such an incredible city. The seeds of the modern world were […]. age of the customer digital business digital transformation financial services Banking Digital Banking digital strategy Financial Services innovation

Top Takeaways from Khoros Engage 2019 (Part 2)


Editor’s note: Part one can be found here. Khoros Engage 2019 focused on innovative approaches to the biggest issues facing digital leaders today: solving the connection crisis, managing worst case viral scenarios, and of course: which color notebook will you take home? Chartreuse seemed to be especially popular. These issues require unique solutions (except for the notebook — you’ve just got to choose).

Helpware Receives Clutch Leader Award for Top IT & Business Services Provider in The Philippines


Helpware was again recognized by Clutch , a leading B2B market research firm, for excellence in providing business services. According to the Clutch 2019 report , we are ranked among the top IT and business services providers in The Philippines , a designation that we do not take lightly

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The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

Service Recovery Excellence: Turn Customer Experience Lemons into Lemonade

Daniel Group

From time to time, even the best companies fail to deliver a great customer experience. Business is a human pursuit and mistakes are inevitable. So, when bad experiences happen businesses shouldn’t be surprised; they should be ready to make things right. The return on recovery is compelling. Negative customer experiences can lead to attrition and lost revenue in the short term, as well as longer lasting reputation impacts from negative word-of-mouth.

Top Takeaways from Khoros Engage 2019 (Part 2)


Editor’s note: Part one can be found here. Khoros Engage 2019 focused on innovative approaches to the biggest issues facing digital leaders today: solving the connection crisis, managing worst case viral scenarios, and of course: which color notebook will you take home? Chartreuse seemed to be especially popular. These issues require unique solutions (except for the notebook — you’ve just got to choose).

Churn Monster: Unlucky Customer


Churn Monster #13: Unlucky Customer. . Today is Friday the 13 th and we all know that means – bad luck, right? Well ironically you are in luck, because in honor of this cursed day, we are releasing a new monster in our churn monster series. An unlucky churn monster is a customer who bought your product with the best of intentions of being successful in utilizing and adopting it but along the way they have been hit with misfortune and adversity making the likelihood of success much harder.

Build An Adaptive Workforce For Customer Obsession

Forrester's Customer Insights

Henry Ford’s old dictum — “Any customer can have a car painted any color that he wants so long as it is black” — doesn’t apply in the age of the customer. Meeting customer desires and needs is paramount for success, but it’s getting harder to do so. Whether that be in the form of […].

Customer Communities Elevate the Customer Experience

Speaker: Rachel Happe

An online community is an increasingly vital part of many leading companies’ support strategies. Creating a branded place where your customers can ask and answer questions, interact with each other, and search for the information they need is a great way to decrease the burden on your staff and allow them to focus on the customers that really need their help. Join us at 9:00 am EST on Nov 18th for this talk by Rachel Happe, founder of industry-leading strategists, The Community Roundtable. You will learn the effectiveness of the community in empowering your customers and generating value for your business.

Choosing the Best CCM Software For Your Company: 9 Things to Look For


In today’s Digital Era, it can be hard to prioritize genuine human connectivity. This is true, in particular, when you’re running a business. As a responsible business owner, you prioritize streamlining operations as much as possible. That’s why you understand the value of software solutions that meet your business’s specific needs. Still, you don’t want to underestimate the value of high-quality customer service.

Join Us At Forrester’s Data Strategy & Insights 2019 Forum

Forrester's Customer Insights

data and analytics leader, you have the means?to?help?your your company reimagine?your your business. There’s an opportunity for you to become a meaningful change agent in your organization. Not sure where or how to start? We’ll help you get there at this year’s Data Strategy & Insights Forum in Austin, Texas. Reimagine To Reinvent In most organizations, data […]. age of the customer

What Does Bot Mean? 4 Ways Bots Play a Role in Our Daily Lives

Smarter CX

We hear the word a lot nowadays: bots. But what does bot mean, and how will they impact our lives in the future? What exciting things can we look forward to in the future in this industry? To put it simply, “bot” is short-form for robot. So a bot can be any robot, and there are many different types of bots out there. We have voice-bots, chat-bots, web crawlers, and many more.

Effective one-on-one meetings – your guide to listening to employees


When the work we do feels meaningful, we’re challenged by our goals, and supported in achieving them, this creates a powerful experience. One of the best ways for leaders to foster meaningful, challenging, and supported experiences for employees is via their one-on-one conversations. Set goals for yourself before you head into your one-on-one meetings. Your actions demonstrate your priorities – remember that one-on-one discussions are primarily for your team members, and you secondarily.

Busy Season? Keep Customers Satisfied with Great Support

A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.