Sat.Oct 05, 2019 - Fri.Oct 11, 2019

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The Ultimate Customer Service Crisis Guide

Hello Customer

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3 ways to retain customers + create brand loyalists in a world of unlimited options

SMG CX

To be competitive in the current retail environment, brands must go the extra mile to earn repeat customers and gain their loyalty.

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Three Customer Experience Details Most C-Suite Leaders Overlook

Experience Investigators by 360Connext

The C-Suite Leader was asking a seemingly straightforward question: What is customer experience, really? Now, this person was no slouch. This was a high-achieving, take-no-prisoners, BOSS of a person who I respect. And I was struggling to answer. I didn’t want to insult this person. I didn’t want this leader to feel like I was condescending.

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Productivity Tips For Customer Success Teams – PART 1

CSM Practice

Managing a growing customer base with ever-evolving desired outcomes requires being proactive and strategic. As a CSM, you can’t afford to be behind the curve on customer needs, you must proactively reach out to customers about guidance or any assistance needed. As a proactive CSM , you should anticipate other business outcomes that your company can achieve for your client.

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From Data to Decisions: Maximizing Retail Potential with AI

Speaker: David Azoulay, Marc Stracuzza, 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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How retail brands are getting the customer experience right

Qualtrics

Danielle Lumetta, Retail Consulting Manager at Accenture, has advised some of the world’s biggest retail brands. In our latest CX Visionaries profile, we spoke to her about brands excelling with the customer experience, and how they’re doing it. Want more CX Retail Knowledge and Insight? Watch Danielle’s Webinar Now. WATCH NOW. “There is no rule book with retail,” says Danielle Lumetta, Retail Consulting Manager at Accenture.

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7 Things to Remember on the Customer Experience Journey

Beyond Philosophy

I complain a lot about companies that get Customer Experience wrong. Today, I am going to take another angle and explore how one company has taken on the Customer Experience journey and gets it right. RICOH Canada has done some incredible work in improving Customer Experience. They increased their Net Promoter Score® (NPS) by 34 points over 30 months and enjoyed a ten percent increase in sales.

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5 Ways Cloud Technology is Transforming Customer Experience Management

Oracle

This is a preview of the on-demand webinar, Digital Transformation of Customer Experience Management: The Role of Cloud Technology. Cloud technology plays a key role in helping brands take their CX management to the next level. In a webinar co-hosted by Aberdeen and Oracle, Aberdeen VP and Principal Analyst Omer Minkara shares that brands that master their customer experience as part of digital transformation experience several key benefits: • 94% greater annual increase in customer lifetime val

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The Advantages of Open Ended Survey Questions

Chattermill

The Advantages of Open Ended Survey Questions. by Sam Frampton. on 7 Oct 2019. surveys. customer experience. In this blog, we'll talk you through the advantages of collecting open-ended feedback and explain how it can help develop a deeper understanding of your customers. It's time for CX pro's rethink how they survey customers. close ended survey. We are in the middle of a massive shift in the way people ask for feedback from their customers.

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How to Improve the Digital Customer Experience with Your Legacy Systems

Ecrion

As a responsible business leader, your top priority is the company’s bottom line. You work hard to optimize productivity and efficiency in the workplace. That’s why, years ago, you invested in legacy software systems. Now, though, it’s time for you to upgrade those systems for an even better digital customer experience. You understand the value of making the most of your investments in technological resources.

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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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The Power of Empowerment

Horizon CX

Many organizations today claim to be customer-centric. Customer-centricity and claiming to have transformed a business from one that previously focused primarily on products and services and now into one that values customers and customer experience above all else is a concept growing in popularity. Without a lot of strategic thinking behind it, and not much in the way of changing behavior, some businesses will then begin by promoting their new-found processes and business evolution.

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Recognizing Great Staff Performance Is Key to Improving Service Quality

CSM Magazine

The third post in our Customer Service Week series by Samantha Saunders examines the importance of employee engagement and recognition. Recognition: Celebrate your customer service heroes. At OmniServ, our biggest single UK contract is with Heathrow Airport, where we deliver assistance for passengers classified as PRM — People with Reduced Mobility.

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Don’t Ask How to Get Executives to Care About Your CX Program; Ask Instead How You Can Support Your Executives

Heart of the Customer

I go to a lot of Customer Experience (CX) events. Although I learn a lot of new things, I also hear some common concerns throughout all of them. No matter the venue, you can be certain that somebody in the audience will ask a presenter, “How can I get executives to care about customers?” That’s […]. The post Don’t Ask How to Get Executives to Care About Your CX Program; Ask Instead How You Can Support Your Executives appeared first on Heart of the Customer.

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3 Reasons You Should Focus on Customer Journey Management - Not Just Customer Journey Mapping

Gold Research

Customer Journey mapping is a popular tool and approach that many companies are using to understand their customer’s experiences, pain points and touchpoint satisfaction. Our experience is that this approach is a great first start for developing customer insights - cross-functional teams generating customer activities, VoC data layered in as well as intricate experience design diagrams and occasional focus groups.

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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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Building a Customer Experience (CX) Strategy

CX Accelerator

More and more companies are realizing the importance of formalizing and strategizing the customer experience. However, many are unsure where to start, which leads to a common question, “How do you build a customer experience strategy?” This article will help you understand what a CX strategy is and how to build one by adapting the philosopher Vanilla Ice’s famous words, “.

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How to Make the Most of Customer Experience Feedback

Totango

Acting on customer experience feedback gives you a competitive advantage. No other enterprise has access to the information you can gather from your customers. No one else gets to have a personal conversation with the very people your product is designed to serve. When you listen to what your customers tell you and incorporate their feedback, you encourage loyalty in your existing customers and create a customer experience that will attract others to your product.

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3 Critical Metrics to Retain and Grow Customer Relationship Value

Strikedeck

Vincent Manlapaz, in an interview with Christina Wong, (Director of Customer Success and Support at Badger Maps), talks about achieving measurable results through authentic , genuine engagements with customers.

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Why Positive Customer Experience Increases Customer Retention

NICE inContact

I love ice cream. I’d eat it every day if I could. And I would always choose my favorite flavor: mint chocolate chip. The combination of tangy mint and the deep sweetness of chocolate gets me every time. If ice cream flavors were brands, I’d be a die-hard customer devoted to The Mint Chocolate Chip Company for life. Am I a creature of habit? Probably.

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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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Creating a collaborative contact center culture

TechSee

The traditional contact center – with agents in cubicles following scripts and rushing to meet individual KPIs – will soon be a thing of the past. Modern customer-centric operations are increasingly defined by a collaborative contact center culture, with agents working together to respond to customer requests more efficiently by drawing on shared knowledge and experience.

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Make Customer Experience Development as Important as Product Development

Customer Bliss

Today, leaders in just about every industry understand that improving customer experience is essential for ease of customer interactions, reputation management, business efficacy, and overall success. Customer experience is already a core focus for many retailers, but diverse organizations including governmental bureaus , grocery stores , and financial service institutions are implementing CX changes to better accommodate customer needs.

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Relating CX to Everything and The Rockstar Orgin story

CloudCherry

Wanna be a Rockstar? Take it from Jerry Garcia himself, who said, “You shouldn’t be trying to be the best in the world at what you do. You should be trying to be the ONLY person in the world that does what you do.”. That’s precisely what this week’s ‘Sweets of CX’ guest chose to do, and it changed his life. We’re talking about the one and only Rockstar-turned-CX Rockstar, James Dodkins – International Key Note Speaker, top CX Influencer, Best-Selling Author, Host of Amazon Prime’s ‘This We

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How to Calculate the ROI of Customer Experience

GetFeedback

This guide will teach you how to quantify the value of your CX initiative through a step-by-step process of calculations.

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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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Your Organization Is An Experience Factory

Experience Matters

Experience Management (XM) isn’t just important, it’s the primary function of every organization. Why? Because every organization is an experience factory. The post Your Organization Is An Experience Factory appeared first on Experience Matters.

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Provide Unexpected Transparency & Guidance

Customer Bliss

In this week’s Daily Dose video, I share a short video inspired by the lessons of my most recent book, Would You Do That To Your Mother. . The following is a lightly edited transcript of the video below. Anybody else get a sense of foreboding as the car salesman ushers you into that door, marked “Finance and insurance?” You’re relieved you got the price you wanted on the car.

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5 Paradigm Shifts Driving the Customer Experience Market

NICE inContact

Paul Jarman , NICE inContact Chief Executive Officer, discusses the key paradigm shifts that will lead to massive change in the contact center and customer experience market as part of our Transforming Customer Experiences series. In fact, Paul believes that in the next five years there will be more transformation in the customer experience space than in last 15 years combined.

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Regence Gets a 360 View to Improve Member Experience

Alida

The foundation of an excellent healthcare experience is the ability to repeatedly connect with consumers and their families. This connection needs to be transparent, consent-based , and ongoing to uncover insights that allow teams to validate ideas, develop programs, and continually iterate and improve.

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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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A practical guide to Customer decision making

Beyond Philosophy

A practical guide to Customer decision making. When the Nobel-prize winning economist professor Daniel Kahneman wrote his book Thinking Fast and Slow , he introduced the concept that we had two ways of thinking about things. He named them System 1 and System 2. The two systems work together to help us make decisions about things. When we applied these concepts to decision-making in Customer Experience for our book, The Intuitive Customer, we renamed them.

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Coding Qualitative Data: How to Code Qualitative Research

Thematic

How many hours have you spent sitting in front of Excel spreadsheets trying to find new insights from customer feedback? You know that asking open-ended survey questions gives you more actionable insights than asking your customers for just a numerical Net Promoter Score (NPS). But when you ask open-ended, free-text questions, you end up with hundreds (or even thousands) of free-text responses.

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Personalised Customer Journeys: Lessons from a Small-town Grocery Store

NICE inContact

Growing up on a tobacco farm in Canada, summers weren’t a time for fun in the sun — they were a time for sweat and hard work! And while everyone in the family pitched in, no one had more to do than my mom. Each summer, Mom cooked three meals a day for a dozen burly, ravenous farm workers—plus our own family of six. On top of all the meal prep, cooking and clean-up, she also had to take care of a huge garden, tons of animals and four kids — leaving her with little time for grocery shopping.