Fri.Sep 13, 2019

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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.

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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.

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Customer survey templates get you the growth you want

delighted

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.

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

InMoment XI

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.

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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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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.

More Trending

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Guest Blog: 7 Ways to Enhance Your Customer Experience with Live Chat

ShepHyken

This week we feature an article by Hamzah Tariq who shares seven ways to improve the overall live chat experience for your customers. Businesses constantly try to improve the customer experience they deliver through new approaches, tools and strategies. . One of the most successful ways to enhance the customer experience is through live chat. However, there’s always room for improvement in how customers are engaged via chat. .

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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.

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

Gainsight

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.

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

LiveChat

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.

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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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How to Use Social Media Audience Analysis for Marketing Success

NetBase

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.

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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?

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

Ecrion

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.

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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.

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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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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.

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

Oracle

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.

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Top Takeaways from Khoros Engage 2019 (Part 2)

Lithium

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).

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

Helpware

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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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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Putting the “Care” in Career: Key Elements of People-Centric Talent Management (Part Two)

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.

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Top Takeaways from Khoros Engage 2019 (Part 2)

Lithium

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).

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Churn Monster: Unlucky Customer

ChurnZero

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.

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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 […].

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

Qualtrics

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.

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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 […].

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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.

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

Forrester's Customer Insights

As?a?data and analytics leader, you have the means?to?help?your company reimagine?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 […].

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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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Ease of Doing Business: Are you Ignoring Customers?

CCO Council

For the past year, Jeb Dasteel, former chief customer officer of Oracle, and I have been interviewing and surveying top executives, asking them how much they have reduced effort, or improved Ease of Doing Business for their customers. And we’ve asked executives at companies who consume products and services how much easier to do business their top suppliers have become.

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Seeking New Opportunities To Deploy Internet Of Things (IoT) Use Cases? Check Out Our Report Highlighting Hot IoT Use Cases In 2019

Forrester's Customer Insights

Is your organization currently deploying or planning to deploy internet of things (IoT) solutions as part of your digital transformation strategy? Check out the video to hear what types of IoT use cases enterprises are deploying to transform operations. IoT use cases such as facility management, security, and surveillance enhance operational processes, while other use […].

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­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.

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