Wired and Dangerous

OCTOBER 23, 2018

We are in the peak of the season of hyperbole. Spend a few minutes listening to the scream of the media and you learn, according to some pundit, every candidate is a saint, insane or Satan. You finally dull the drone of the drivel by changing channels or ignoring the junk. What do you do with customer complaint magnification? How do you ferret out certainty from behind the customer’s emotional camouflage?

Sports 70

Sports Social Media Groups Banking 70

TechSee

OCTOBER 23, 2018

Hello. Thanks for calling our Hotel. How may I help you? Vs. Good morning, Laura. I see you are a Loyalty member since 2007, and have stayed at our property in London every year around this time. Are you calling to make another reservation? If so, I see you have 345 Loyalty points available to use towards your stay. Personalization as a driver in customer service.

Tools 157

Tools Customer Service Chatbots How To 157

Oracle

OCTOBER 23, 2018

A recent Brandwatch study has given us a look at some of the top brands in the US when it comes to customer experience. The study evaluates brands on factors like emotion elicited, perceived value, and service provided, and cites a number of success factors, like CEO buy-in and effective communication tools as drivers of exceptional CX. But while these brands might make healthy CX look easy, many companies are still struggling to get their own initiatives off the ground.

Customer Experience 52

Customer Experience Omni-Channel Study Brands 52

Kristina Evey

OCTOBER 23, 2018

Shownotes … Lack of Momentum. We all know that not moving forward stalls results and focus. So why do we let it happen? Because life/work happens … and things get bumped. If this is you and your organization, you are most certainly NOT alone. The thing I find is companies simply let too much time pass between events, milestones, and follow up.

Customer Experience 136

Customer Experience Course Loyalty Groups 136

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Customers

Customer Bliss

OCTOBER 23, 2018

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother?

Case Study 111

Case Study Company Study Chief Customer Officer 111

ShepHyken

OCTOBER 23, 2018

It’s All About CEX. Building a Community of Champions. Shep Hyken sits down with Jason Bradshaw to talk about his new book, It’s All About CEX: The Essential Guide to Customer and Employee Experience. They also discuss the compounding effect of being 1% better, how customers and employees measure success, and how to build a community of champions.

Chief Customer Officer 93

Chief Customer Officer Telecommunications Employee Experience Measurement 93

Second to None

OCTOBER 23, 2018

Pizza has become one of the fastest growing segments in the food market in recent history. In 2017, 954 pizza chain establishments opened in North America in addition to the already saturated market.[1] Beyond a great tasting pie, price, convenience and sheer-availability are the major factors that push consumers towards these restaurants. With the onslaught of fast-casual, point-and-pick pizza chains like Blaze Pizza and MOD Pizza disrupting the homeostasis of the industry, it is important that

Brands 74

Brands Measurement Customer Centricity Poor Customer Service 74

Hello Customer

OCTOBER 23, 2018

As you've probably seen on our social channels, our CEO Leslie just finished a trip to San Francisco. She joined Nexxworks on the 'Customers The Day After Tomorrow' tour. With her she brought back 5 learnings on how companies can prepare for their customers in the day after tomorrow.

Company 72

Company Employee Engagement Customers Customer Centricity 72

datastax

OCTOBER 23, 2018

I know I am not the first to praise DataStax customers for their innovations. We live in an incredibly fast-paced, complicated, and data-rich world, where even business software is compared to the speed and user-friendliness of consumer applications like Uber. “Innovate or die” has never been more real. And yet, our customers are some of the most resourceful problem-solvers, tackling these challenges head-on to exceed user expectations and over-deliver on business outcomes.

Innovation 66

Innovation Healthcare Financial Analytics 66

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Communication

Hello Customer

OCTOBER 23, 2018

How can companies prepare for customers the day after tomorrow? Markets are changing, customer demographics become less clear and it doesn't suffise anymore to just simply sell the best product. In other words, the future poses some challenges that companies will have to overcome. At Hello Customer we are always prepared to offer some good advice. We listed some crucial CX learnings that can help you well on your way to tackle these obstacles.

Marketing 56

Marketing Company Employee Engagement Customers 56

ReviewTrackers

OCTOBER 23, 2018

The growing importance of online reviews means that businesses should use review alerts to keep up with the influx of ratings and feedback. Every review contributes to a business’ success. A survey revealed that online reviews affect the purchase decisions of 67.7 percent of consumers. However, it’s difficult to track every new review when a business has listings on multiple sites.

Trends 50

Trends Feedback Analysis Metrics 50

ShepHyken

OCTOBER 23, 2018

It’s All About CEX. Building a Community of Champions. Shep Hyken sits down with Jason Bradshaw to talk about his new book, It’s All About CEX: The Essential Guide to Customer and Employee Experience. They also discuss the compounding effect of being 1% better, how customers and employees measure success, and how to build a community of champions.

Chief Customer Officer 48

Chief Customer Officer Telecommunications Employee Experience Measurement 48

ReviewTrackers

OCTOBER 23, 2018

The growing importance of online reviews means that businesses should use review alerts to keep up with the influx of ratings and feedback. Every review contributes to a business’ success. A survey revealed that online reviews affect the purchase decisions of 67.7 percent of consumers. However, it’s difficult to track every new review when a business has listings on multiple sites.

Trends 50

Trends Feedback Analysis Metrics 50

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Tips

Andrew Mcfarland

OCTOBER 23, 2018

The “reasons” for ignoring climate change as outlined by Art Markman in his article titled “Why People Aren’t Motivated to Address Climate Change” seem quite similar to why customer experience work is so challenging. Why is this? A trade-off between.

Customer Experience 48

Customer Experience Customers 48

kommunicate

OCTOBER 23, 2018

Startups have taken the world by storm. Recently, we have seen a huge number of companies and organizations rising around the world. It’s becoming more competitive than ever for a business to grow in this market and achieve their goals. Most important goals of any business are: Generate more leads Get more customers Increase the profit […].

Customer Retention 49

Customer Retention Strategy Customers Marketing 49

Ecrion

OCTOBER 23, 2018

This should come as no surprise to you, but it’s worth keeping in mind: when your customers are unhappy with the service you’re providing, that lack of satisfaction will lead them – and possibly their friends and fellow customers — to your competitors. You know customer satisfaction is important, though, so why read any further? You’ve got this, right?

Customer Satisfaction 49

Customer Satisfaction Poor Customer Service Social Media Omni-Channel 49

Sampson Lee

OCTOBER 23, 2018

When the Starbucks’ experience became fast and efficient -- but no longer relaxing and enjoyable -- does it undermine its "third place" strategy?

Strategy 53

Strategy Voice of Customer Loyalty Customers 53

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.

Retail

Genroe

OCTOBER 23, 2018

You may have heard of it but just exactly what is the Net Promoter Score and why is everyone talking about it? This is an introduction to this widely used customer feedback metric and how you can use it to drive improvements in your business. Contents This is quite a detailed post and below are direct […]. The post Net Promoter Score®: What, Why and How appeared first on Genroe.

Net Promoter Score 40

Net Promoter Score Case Study NPS Metrics 40

MyCustomer

OCTOBER 23, 2018

23rd Oct 2018. Experiential retail is of course not a new concept. But High Street giant Debenhams is hoping its 'store of the future' will buck the. By. TonyRhodes. Commercial Director.

Retail 40

Retail Course 40

Confirmit

OCTOBER 23, 2018

Last Thursday, I enjoyed an opportunity to interview, fireside chat style, Terry DuVarne, First Vice President at PennyMac Loan Services. Terry’s small team of two owns the process of listening to the Voice of the Customer and making customer experience improvements in their division. Terry and her analysis ace Melissa DeSimone have made incredible strides at improving how PennyMac does business with the customer without spending a fortune or causing drastic organizational upheaval.

Analysis 40

Analysis Innovation Communication Survey 40

Forrester's Customer Insights

OCTOBER 23, 2018

As our research has shown, most companies today have pretty immature innovation efforts and one of the biggest hold-backs is their corporate culture. Sadly, most human’s fear change and thus this mentality can keep you from being a driver of market shifts. And overcoming this issue can take years. Want to go faster? Focus first […].

Innovation 49

Innovation Culture Marketing Company 49

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Training

MyCustomer

OCTOBER 23, 2018

Download this Report. Lead goal. 200. TM Form. Not a TM Form. Internal or External. External. Disable T&Cs requirement.

Engagement 40

Engagement Strategy Customer Experience Report 40

LiveChat

OCTOBER 23, 2018

You’re an eCommerce store owner waking up on Black Friday morning. You’ve been preparing the promotional campaign for a few weeks or months ahead. Now it’s the time for busy weeks to come, likely with a few additional part-time employees hired. So how does this period look in real-life for an e-commerce store? According to Ned from Not Another Bill, an online store selling gift sets: “Our normal day is pretty chaotic, we do all the fulfillment in-house so during busy days/weeks its a melti

e-support 31

e-support Telecommunications Social Media How To 31

Brandwatch CX

OCTOBER 23, 2018

Industry 55

Industry Consumers Trends 55

MyCustomer

OCTOBER 23, 2018

Download this Report.

Engagement 40

Engagement Strategy Customer Experience Report 40

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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?

Customer Experience

Grade.us

OCTOBER 23, 2018

Why aren't more companies starting a business boosting review management project yet? Most of the businesses in our country are small or medium-sized enterprises. Know what else these businesses have in common? They're terrible at planning ahead. They're reactive when they should be proactive. These businesses aren't focused on the upcoming year. They're focused on the details that are right in front of them.

Management 20

Management Social Media Feedback Trends 20

Horizon CX

OCTOBER 23, 2018

A colleague of mine often shares this sage advice whenever the opportunity arises; “God gave you two ears and one mouth, use them appropriately.” It seems talking is easy and listening is hard. Why is that? Some suggest this difficulty is related to brain function as the average person speaks at 125 words per minute, but our brains process information much more quickly.

Groups 113

Groups Communication Exercises Tips 113

NICE inContact

OCTOBER 23, 2018

SeaWorld Parks and Entertainment operates 12 parks—some seasonal, others year-round—that welcome a steady stream of guests that include families, school groups, kids and adults of all ages. On the front lines of customer service are SeaWorld’s ambassadors, numbering 125 to 300, depending on the season, operating from the company’s single, central contact center in Orlando.

Contact Center 122

Contact Center Entertainment System Connections 122