Tue.May 01, 2018

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Culture’s Impact on Customer Experience - Transforming the Customer Experience

Kristina Evey

Definition of Culture – The sum of attitudes, customs, and beliefs that distinguishes one group of people from another. . Corporate culture refers to the shared values, attitudes, standards, and beliefs that characterize members of an organization and define its nature. Corporate culture is rooted in an organization’s goals, strategies, structure, and approaches to labor, customers, investors, and the greater community.

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Social Media Influencers and Your Customer Experience

Michelli Experience

Once upon a time, brands purchased advertisements which effectively influenced prospective buyers. In those days, consumers were at the mercy of advertising claims made across traditional outlets (e.g., network television, radio, newspapers, and magazines). Nowadays newspapers struggle to generate sufficient ad revenues to stay solvent, people TIVO past television commercials, and giants in radio like iHeartRadio recently filed for bankruptcy.

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Customer Support Is Not Just A Safety Net

Kerry Bodine

Time flies… I realized the other day that Outside In was published nearly 6 years ago. And while a lot has changed in the world and in the sphere of customer experience during that time, I firmly believe that the analysis and advice in the book are just as relevant in 2018 as they were in 2012. Part of the reason for that is that the book talks primarily about how organizations work and how they need to change—and, unlike technology, organizations don’t change all that quickly.

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Achieve Your Goals By Helping Customers Achieve Theirs

Customer Bliss

Companies that would make your mom proud prove with their actions that they have their customers’ best interest in mind. This is at the heart of companies that grow most organically—earning ardent admirers who grow their business for them. They earn a bigger piece of the pie, because they improve customers’ lives. This is a simple idea to accept, but oh-so-hard to execute.

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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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Salesforce World Tour recap: revolution in progress

Vonage

Salesforce wrapped up another successful World Tour New York last week, as more than 12,000 attendees came together for a day of education and inspiration designed to empower them to connect to their customers in new ways. Echoing Salesforce’s focus on workplace diversity and equality, the opening keynote, “We are all Trailblazers,” was led by two of the company’s female executives, Elizabeth Pinkham, executive vice president of global real estate, and Suzanne DiBianca, executive vice president

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3 Psychological Triggers to Prevent in Telephone Customer Service

Customers That Stick

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.

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Amazing Business Radio: Brad Birnbaum

ShepHyken

How to Eliminate Friction and Improve the Customer Support Experience. How can you provide a better experience for the customer and an even better one for the agents? Shep Hyken sits down with Brad Birnbaum, CEO and Co-Founder of Kustomer , to talk about how to understand and know everything about your customer. ?. Top Takeaways: A common problem is when the customer knows that the company has information about them, yet the customer support rep solving the problem doesn’t know anything about th

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Driving Business Growth with Repeat Customers: #BusinessSecrets by Mr. Vivek Sridhar, Sr. Director – Global Learning Operations & Customer Success, Simplilearn

Customer Guru

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach. We are certain that this is a first step to help organizations WOW their customers and create raving fans for themselves.

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React Challenge: Working with draggable and resizable components

Truthlab

Reading Time: 4 minutes One of our popular features is the ability to create clips from research videos. A given research session has a handful of key observations that showcase the customer’s pain point or highlight. These observations range from five seconds to five minutes and cutting these clips out of a 30 to 60-minute video needs to be […].

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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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The Best Ways To Provide Customer Service Via Live Chat

Second to None

There is a massive opportunity for brands operating within digital channels to optimize the way they communicate with and provide service to consumers online. Instead of forcing customers to call your representatives or visit your brick-and-mortar location to get questions answered, create a live chat system that reduces the amount of effort a customer must exert to receive service.

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The importance of every brand interaction and 4 more CX stories you should check out

iPerceptions

With April already behind us, it’s time to look at some of the Customer Experience (CX) articles, quotes, tips and stats that caught our eye this month.

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How to Remove a Bad Customer Service Tattoo

Russel Lolacher

How can a business who has completely, though unintentionally, disappointed their customer, turn it around? It can happen. A bad experience can be permanent mark on a customer’s perception of a brand. It’s not always easy and it’s not always obvious to fix things, but it is possible. And a popular tattoo parlour in Bali pulled it. The post How to Remove a Bad Customer Service Tattoo appeared first on The Upsell.

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Advice for Future CX Leaders from Successful Women in Tech

Oracle

Are you a new or upcoming graduate, looking to get into the technology industry? A CX practitioner with your eye on becoming a top leader? An aspiring woman in tech? The SmarterCX team asked successful women in technology for their advice for future leaders, and they shared wisdom and leadership lessons they’ve learned throughout their careers.

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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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6 Review Request Scripts For Your Support and Sales Team

Grade.us

You've built a fantastic product or service. Most of your customers are happy. Naturally, you'd like to spread the word. The obvious question is, how? How do you acquire online reviews at scale? The simple answer? Review request scripts. At some point, you'll need to rely on your team. Your employees will need to take up the mantle and begin requesting reviews from your tribe of happy and satisfied customers.

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Top Contributors for April

Lithium

This month we had loads of activity! Spring has sprung everyone into action around here. The community is buzzing with new topics. We launched Lithium messaging, and we launched a beta for Apple Business Chat. And on your side, you stayed as busy as ever- offering solutions and ideas left and right! With that, we have our top contributors for April!

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Continuous Innovation: Driving CATI to the Next Level

Confirmit

Technology is at the heart of CATI (Computer Assisted Telephone Interviewing) operations. It facilitates staff workflows, helps you deliver on the promises you have made to clients, and drives management decisions. B2B International was one of the first agencies in the world to use the Confirmit Horizons CATI platform, driving tremendous success for their business - and their clients.

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Top Contributors for April

Lithium

This month we had loads of activity! Spring has sprung everyone into action around here. The community is buzzing with new topics. We launched Lithium messaging, and we launched a beta for Apple Business Chat. And on your side, you stayed as busy as ever- offering solutions and ideas left and right! With that, we have our top contributors for April!

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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

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Continuous Innovation: Driving CATI to the Next Level

Confirmit

Technology is at the heart of CATI (Computer Assisted Telephone Interviewing) operations. It facilitates staff workflows, helps you deliver on the promises you have made to clients, and drives management decisions. B2B International was one of the first agencies in the world to use the Confirmit Horizons CATI platform, driving tremendous success for their business - and their clients.

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Top Contributors for April

Lithium

This month we had loads of activity! Spring has sprung everyone into action around here. The community is buzzing with new topics. We launched Lithium messaging, and we launched a beta for Apple Business Chat. And on your side, you stayed as busy as ever- offering solutions and ideas left and right! With that, we have our top contributors for April!

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The Importance of Improved Customer Experiences within the UK Banking Sector

CSM Magazine

The UK banking industry is nothing short of cut-throat with financial giant Barclays losing more than 10,000 customers during the second quarter of 2017. According to the Current Account Switch Service (CASS,) the main culprit responsible for the devastating loss of customers: continuous unsatisfactory customer experiences. TSB, one of the banks that gained a significant number of customers, conducted their own research into the account-switching phenomena and found that the ‘Big 5’, namely Bar

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Is the Chief Growth Officer the new CMO?

Quadient

4 Signs that the CMO is the new Chief Growth Officer. Disruption is the new normal in almost every industry. In a recent survey by KPMG, 74% of CEOs stated that their organizations are actively disrupting the sector in which they operate, and 65% see disruption as an opportunity rather than a threat. .

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Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

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Wanted: Professionals Involved In Their Firm’s AI Strategy. Take Forrester’s Latest Survey!

Forrester's Customer Insights

Forrester Launches New Survey On AI Adoption There’s no doubt that artificial intelligence (AI) is top of mind for executives. AI adoption started in earnest in 2016, and Forrester anticipates AI investments to continue to increase. Leaders are quickly waking up to AI’s disruptive characteristics and the need to embrace this emerging technology to remain […].

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Dallas: Where Everything Is Bigger, Including Their Art District

Verint

Engage18: On The Inside. On the northeast end of downtown Dallas, people will find themselves immersed in a conglomerate of art and cultural institutions, with roots that date back to 1970. The Dallas Arts District. The Dallas Arts District is considered to be the largest thriving urban arts district in the nation. It is home to coffee cafés, restaurants, visual arts centers and a wide range of performing arts centers, including the AT&T Performing Arts Center and the Dallas Opera.

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Why Is One Woman Not Good Enough?

Forrester's Customer Insights

This weekend, The New York Times released a story detailing a sexist, toxic culture that’s been tormenting Nike employees for years. The story shares instances of sexist comments, work trips to strip clubs, sexually graphic conversations, and unwanted advances that’ve forced many women to quit over the years. But did they go to HR? Yes. […].

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May Verint Speakers: Customer Engagement, GDPR, Automation and More

Verint

Today Verint announces a line-up of conferences and digital events taking place in May that focus on digital and omnichannel customer service, GDPR compliance, automation and artificial intelligence, as well as the upcoming Engage TM global customer conference. Artificial Intelligence Conference. “From Here to ‘Her’: Evolving Chatbot Interactions to Meet the Relational Needs of Humans”.

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How Personalized Customer Experiences Drive Retail Growth and Revenue

Speaker: Shaunna Bruton - Associate Director of Product Strategy at Orium | Sam Panzer - Director of Industry Strategy at Talon.One | Frank Passantino - Director of Product Management at Bloomreach

More and more, customers are expecting a better personalized CX. But can retailers actually deliver? Data from McKinsey shows that companies that excel in personalization increase their revenue by 40%, but despite these numbers, retailers struggle to implement customer personalization strategies. So what are the potential solutions? Join us to gain a better understanding of the current retail landscape and learn what you can do to translate personalization strategies into practical implementatio

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Never, Never, Never Give Up: How to Succeed When All Around You are Failing

C3Centricity

I heard a famous quote this morning from Winston Churchill’s address to Harrow School in the UK in 1941. It was certainly one of his shortest speeches but probably also his most quoted. He said: “Never give in, never, never, never, never” You can read his full speech – which is not a lot longer! – here. Hearing this quote got me thinking about failure.

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These 7 Questions Will Help You Hone In On and Solve Your Biggest Problems In Customer Interactions

Myra Golden

I just got off of a productive and inspiring video conference with a new client. I’ll spend this afternoon, and much of this week developing a fully customized training class for this company. In two months, I’ll fly out to Montreal to facilitate the workshop. When I sit down to create a custom course for my clients, the first question I ask is, “What’s your biggest problem with customer interactions?

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“Less is More” When It Comes to Implementing a CCM Solution

Ecrion

Your company generates a lot of documents. A LOT of documents. Quite possibly millions of documents. On the one hand, that’s a good thing because it means you have customers. On the other hand, well, more customers means more documents. The amount of time and money your company pours into dealing with these different types of documents can be quite a drain.