Mon.Apr 23, 2018

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What Your Brand Can Learn Right Now from the Starbucks Controversy

QuestionPro Audience

By now, most of you are probably aware of the disastrous event at Starbucks — where two black men were arrested in a Philadelphia store for not making a purchase and refusing to leave the premises. The scene was captured in a video that went viral, and the backlash has been monstrous on social media and resulted in physical protests across the country.

Brands 170
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Join Us For An Evening of True Stories From Customer-Obsessed Portland

AskNicely

Portland is obsessed with creating amazing experiences. You’ve likely seen it caricatured on TV shows , in books , and in Buzzfeed stories. From craft beer to artisan wine to inventive music to molecular gastronomy to urban micro-farming — Portlanders are obsessed with wowing other Portlanders (read: customers). You’d be hard-pressed to find a boutique shop, a restaurant, a bar, or art gallery that isn’t absolutely obsessed with impressing the locals with a great product or experience.

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2018 Temkin Experience Ratings: 20 Industry Snapshots

Experience Matters

We released the 2018 Temkin Experience Ratings that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. consumers. Here’s a link to FAQ’s about the Ratings. As a follow-up, we published blog posts that examine the results for each of the 20 industries. You can see links to all of those industry snapshots below: > Airlines > Auto Dealers > Banks > Computers & Tablets > Credit Card Issuers > Fast Food Chains &

Industry 159
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To Avoid Workshop Rabbit Holes: Acknowledge, Capture, Pivot

Kerry Bodine

Last week I outlined some tactics to prevent customers from derailing a workshop with out-of-scope ideas and feedback. But what if your workshop includes a tricky customer who continues to push the conversation in an unproductive direction? . An ounce of prevention is worth a pound of cure. To ensure you’re recruiting customers who will be opinionated but constructive, we strongly recommend a phone or Skype conversation to vet potential workshop participants.

Feedback 120
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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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A conversation on omni-channel with Sheila McGee-Smith

Vonage

Survival in today’s customer experience economy requires businesses to adapt to customer behavior, and that includes letting them choose how they want to get in touch. That’s why it has become more important than ever for brands to be able to drive a consistent, seamless customer experience across each and every one of their customer touchpoints — from voice, email and chat, to SMS, video and social channels.

More Trending

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How to Delete a Google Review

ReviewTrackers

Is there a way to remove or delete a Google review? It’s a question that we here at ReviewTrackers have been asked numerous times, by customers and readers alike. And it’s a question that’s typically asked with some measure of frustration: after all, if you’re managing a business, a negative review on Google can blemish your online reputation , especially if the review stands out in a search result for your business on Google.

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What Happened to Relationships?

Wired and Dangerous

CRM has been hot for a few years. But, IT wizardry and the push to cut costs by de-humanizing the service experience has too often removed the “relationship” from “customer relationship management.” The by-product was aptly characterized by a friend of ours describing her bank. “They installed this new customer relationship management system so all my correspondence from them is now personalized––they even knew my son was heading off to college this year.

Fashion 70
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5 Top Customer Service Articles For the Week of April 23, 2018

ShepHyken

Each week I read a number of customer service and customer experience articles from various 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. The Secret To Superior Customer Experience by Denise Lee Yohn. (Forbes) It’s no surprise that greater employee engagement leads to better customer experience (CX).

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3 Ways to Use Customer Intelligence to Fuel Marketing Programs

Oracle

At Modern Customer Experience 2018, Shashi Seth, Senior Vice President of Oracle Marketing Cloud, announced that Infinity has been added to Oracle Marketing Cloud as its new real-time data analytics and customer intelligence platform. How do modern data analytics technologies help today’s marketer get ahead? Here are 3 ways to use modern data analytics and customer intelligence technologies to fuel marketing programs. 1.

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The 2023 Verint Experience Index: Retail

Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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3 Steps to Building Buy-In for UX at your Company

Truthlab

Reading Time: 3 minutes You can be a part of a brilliant UX team, truly brilliant—skilled, knowledgeable, a team that drinks in giant, thirsty gulps from the UX Kool-Aid fountain—but you can’t win at UX if your activities and successes are accomplished in a domain silo or done in secret. You must engage stakeholders, from up and down the […]. The post 3 Steps to Building Buy-In for UX at your Company appeared first on truthlab.

Company 59
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Customer Success Lessons From the Quality Revolution

natero

"SaaS today is like manufacturing was 40 years ago.". In 1980, U.S. manufacturers were back on their heels. Japanese businesses had eviscerated the American consumer electronics industry. Gone were venerable TV brands like Admiral, Zenith, and Curtis-Mathis, replaced with Sony, Hitachi, and Panasonic. And Nissan, Toyota, and Honda were gobbling up domestic market share from Ford, GM and Chrysler at an accelerating rate.

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The Search for HR’s Holy Grail: Increasing Employee Engagement and Improving Performance

Happy or Not

Spring has sprung, and as Summer approaches so does vacation travel! Each year, nearly four billion passengers travel through airports worldwide, and whether your vacation destination is domestic or international, the time to start booking is now. The post The Search for HR’s Holy Grail: Increasing Employee Engagement and Improving Performance appeared first on HappyOrNot.

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My Nimble experience just keeps getting better

Storyminers

Last year, I wrote an article about new ways to work. It was based on an interview with founder, Jon Ferrara. Both articles tie how Nimble , a new social selling platform, improves the lives of professional service providers. Today, Nimble just made my life easier (again) with the release of a new dashboard that saves me even more time and lets me stay focused on ‘the next right thing.’ Nimble’s newly redesigned Today Page is an intuitive, all-in-one dashboard that delivers cl

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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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Poor Telecom Customer Communications Are Sinking Your Company

Ecrion

How comfortable are you with your telecommunications company’s customer approval rating? While it might be easy to pass off less than decent numbers as an anomaly, statistics don’t lie – telecom customer satisfaction is low, and continues to drop. As a result, your customers are bailing on you and signing with your competitors. Can telecom customer communications help?

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How to Deliver Superior Customer Experiences

Ann Michaels and Associates

First, let’s define customer experience. In essence, customer experience is the customer’s perception of how well you live up to your brand promise. If you fail to meet the expectations you have created, then that brand promise can become your undoing. With the influence of millennials and the power of social media, customers can cause more damage to your brand than ever before.

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5 Reasons Your Telecom Company Desperately Needs CCM

Ecrion

How comfortable are you with your telecommunications company’s customer approval rating? While it might be easy to pass off less than decent numbers as an anomaly, statistics don’t lie – telecom customer satisfaction is low, and continues to drop. As a result, your customers are bailing on you and signing with another telecom business. According to the American Customer Satisfaction Index , customer satisfaction was down almost across the board in 2017, with dips in pay television and internet s

Company 40
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Customer Experience in 2018 so far

Maru/HUB

At the beginning of this year we set out some predictions for 2018. Let’s have a look back and see if our predictions are now reality. CUSTOMER EXPECTATIONS INCREASE. We predicted that customers were only going to become more and more demanding, and organisations must be prepared to keep up. In the digital age with so many channels readily available for customers, this prediction was obvious.

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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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5 Reasons Your Telecom Company Desperately Needs CCM

Ecrion

How comfortable are you with your telecommunications company’s customer approval rating? While it might be easy to pass off less than decent numbers as an anomaly, statistics don’t lie – telecom customer satisfaction is low, and continues to drop. As a result, your customers are bailing on you and signing with another telecom business. According to the American Customer Satisfaction Index , customer satisfaction was down almost across the board in 2017, with dips in pay television and internet s

Company 40
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Countdown to Verint Engage!

Verint

It’s less than a month away! The annual Verint Engage global customer conference will convene on Monday, May 14 at the Sheraton Dallas Hotel. This four-day event is dedicated to helping attendees get the full benefit of their Verint solutions—and sharing ideas and best practices for simplifying, modernizing, and automating their organizations. The conference provides an outstanding opportunity to discuss big ideas, bold innovations, and best practices to take back to the office and start using r

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Sometimes questions are the fastest path to solutions

Forrester's Customer Insights

Sometimes questions are the fastest path to solutions By nature, people like to help. Anyone who has ever networked their way into a new job by doing a round of purposeful informational interviews knows this.

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