Tue.Mar 21, 2017

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How to Build Customer Trust One Interaction at a Time

Kayako

In the age of disloyalty , it’s easy for your customer to jump ship from one subscription business or ecommerce store to another. How do you make a customer feel respected and gain their trust? Customer trust is a reciprocal behavior to what they receive. Trust comes when you understand your customer’s needs, respect them, and offer relevant service.

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McMobile – Will McDonald’s Mobile Strategy Kill the Drive-thru?

Michelli Experience

Having consulted with and written two books about Starbucks ( The Starbucks Experience and Leading the Starbucks Way ), I seldom compare Starbucks with McDonald’s. Typically, I see these two iconic brands in two very different categories. From my vantage point, McDonald’s is an excellent example of a service brand which focuses on price, speed of delivery, and turnkey consistency.

Strategy 203
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Kaiser Permanente and Humana Earn Top Customer Experience Ratings for Health Plans

Experience Matters

We recently released the 2017 Temkin Experience Ratings that ranks the customer experience of 331 companies across 20 industries based on a survey of 10,000 U.S. consumers. Kaiser Permanente and Humana deliver the best customer experience in the health plan industry, according to the 2017 Temkin Experience Ratings. For the second year in a row, Kaiser […].

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CX at the World’s Largest Manufacturer of Eyeglasses, With Diana Helfinstine – CB43

Customer Bliss

Episode Overview. Like many of the CCOs I interview on this podcast, Diana took on what was essentially a new role in her organization. She had to shape the role internally. Now she’s been there (and in the role) around five years, so it seemed like a good time for reflection on what she’s been able to achieve and how she went about doing it.

B2C 120
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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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Prudential and USAA Earn Top Customer Experience Ratings for Insurers

Experience Matters

We recently released the 2017 Temkin Experience Ratings that ranks the customer experience of 331 companies across 20 industries based on a survey of 10,000 U.S. consumers. Prudential and USAA deliver the best customer experience in the insurance industry, according to the 2017 Temkin Experience Ratings. Prudential and USAA tied for the top spot out of […].

Insurance 120

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3 Ultimate Factors of Business Performance

ClearAction

3 Ultimate Factors of Business Performance Lynn Hunsaker. Is customer engagement, artificial intelligence, digital marketing, predictive analytics, big data, or some other “shiny object” the key to driving business performance? Certainly all of these endeavors can make a difference in revenue growth. Yet there is a bigger picture: none of these is standalone in what’s required to sustain revenue growth, and they may or may not be big influencers of profit growth.

Culture 88
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Amazing Business Radio: Diana Oreck

ShepHyken

Diana Oreck on How to Be a Customer Service Rock Star. What lessons can we learn from rock stars in the world of customer service and customer experience, like Ritz-Carlton? Shep Hyken interviews award-winning training and development expert, international consultant and speaker, former VP of Ritz-Carlton Leadership and current Executive VP of Owner Experience at NetJets, Diana Oreck, about the traits that make for good customer service.

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3 Ultimate Factors of Business Performance

ClearAction

3 Ultimate Factors of Business Performance Lynn Hunsaker. Is customer engagement, artificial intelligence, digital marketing, predictive analytics, big data, or some other “shiny object” the key to driving business performance? Certainly all of these endeavors can make a difference in revenue growth. Yet there is a bigger picture: none of these is standalone in what’s required to sustain revenue growth, and they may or may not be big influencers of profit growth.

Culture 69
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Mea Culpa, I am Not A Hat

Esteban Kolsky

I used to read The Little Prince, Antonie de Saint-Exupery’s masterpiece book, to my oldest daughter (my youngest preferred Goodnight Moon) at night before she went to sleep. I read it in Spanish, English, and French (poorly). It’s a great book that discusses the way different people perceive the universe and what’s good and bad about it.

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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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Forbes on Moving from Omni-channel to Channel-less Customer Experience

Topdown

Here’s an interesting Forbes article on customer experience (CX) by Shep Hyken ( @Hyken ): Moving from Omni-Channel to a Channel-less Experience. I really like this forward-looking vision of channel-less CX. Right now, companies are scrambling around trying to support and link together customer communications happening in multiple channels, and they typically react to emerging new channels slowly and awkwardly, if at all.

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Mea Culpa, I am Not A Hat

Esteban Kolsky

I used to read The Little Prince, Antonie de Saint-Exupery’s masterpiece book, to my oldest daughter (my youngest preferred Goodnight Moon) at night before she went to sleep. I read it in Spanish, English, and French (poorly). It’s a great book that discusses the way different people perceive the universe and what’s good and bad about it.

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Why brands must embrace "the F word" to better serve customers

MyCustomer

24th Apr 2020 Hey, we get it – nobody wants to fail. But the hard truth is that failure is a fact of life. We try, get knocked down, and pick ourselves.Brands must embrace the F word to improve service. By Michael Hinshaw Managing Director.

Brands 65
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Questions You Should Ask Before Outsourcing Your Services

Magellan Solutions

Outsourcing is no longer optional. It has become a necessity in an increasingly competitive business landscape. Doing so can give you an edge over your larger and more established competitors. US companies hired over 14 million offshore employees in 2013 alone – testament to outsourcing’s role in growing and sustaining a business. But for all the benefits that come with outsourcing services , you need to do your research and make sure you’re truly prepared to outsource if you want to reap

Culture 49
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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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Things I Learned about Productivity from Working Remotely

LiveChat

Us, at Toggl, have embraced a remote work culture more than two years ago, and we are learning about productivity and self-management ever since. We’ll share with you the following 9 productivity tips that we’ve learned the hard way through failing a thousand times (so you don’t have to). Whether you’re a freelancer or have a flexible boss, this freedom comes at the price of self-management.

Travel 55
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Talkdesk Spotlight on: Sam Nelson

Talkdesk

Every once in a while, we like to celebrate some of the amazing people who make the Talkdesk team tick. Today, we’re putting the spotlight on Global Channel Manager Sam Nelson. She took the time to answer a few questions for the blog, so read on to find out more about one of Talkdesk’s best. What made you want to join Talkdesk? I wanted to work for a company that positioned itself as a game changer.

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Essential Bond to Keep Customers When You Buy a Business | #CX

Kate Nasser

When you buy a biz, the essential bond to keep current customers is taking time to know them. Key customers experience examples fr The People Skills Coach™. The post Essential Bond to Keep Customers When You Buy a Business | #CX appeared first on KateNasser.com.

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A conversation with CEO Pete Daffern before the ForeSee Summit

ForeSee

I sat down with CEO Pete Daffern to find out what about the ForeSee Summit he’s most looking forward to, and what people can expect from the event. Before you. The post A conversation with CEO Pete Daffern before the ForeSee Summit appeared first on ForeSee.

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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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Do these shocking stats prove CEOs must have ownership of CX?

MyCustomer

Engagement Do these shocking stats prove CEOs must own CX?

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Seven Data Preparation Tools For Business Insights Users – Which One Is Best For You?

Forrester's Customer Insights

Got data? But more to the point, got the RIGHT data, and now? Low-friction and fast access to data are top priorities for data/analytics and marketing professionals in 2017. Here's the picture of priorities: It's a high or critical priority for 70% of marketing pros to increase their use of data and analytics for marketing measurement and customer insights - their fourth highest priority.

Tools 32
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Create Future Journey Maps for Real Value—Rather Than Just Upgrading Touchpoints

Verint

Just upgrading a touchpoint is so 2016. Comparing current and desired experiences is a good foundation for a CX plan. Much has been written about how to develop a customer journey map. It’s a popular topic, and many professionals across different experience areas have put their own spin on the process.

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Choose the Right Customer Experience Data to Make a Difference

Clarabridge

Big data can be overwhelming. It’s just…well, big. And while customer experience management (CEM) activities should be data-driven, it is hard to figure out which data to use. What will make the most impact as you expand your CEM program? Every industry, and every company, will have different types of data to look at. What is the right customer experience data to measure?

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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