Sat.Jun 04, 2016 - Fri.Jun 10, 2016

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Keeping Up with the Data Eruption

InMoment XI

7 Ways to Make Sure You’re Getting the Most of Your Unstructured Data with Text Analytics Today and Tomorrow Yesterday my 10-year-old daughter sent 43 text messages, posted 8 Musical.ly videos, and put up two new Instagram posts. And given the fact she spent 8 hours at school and 4 hours at gymnastics practice, that. View Article.

Data 200
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Improve customer experience through design for reliability

Customer Bliss

“Proactive experience reliability and innovation” — which is another way of discussing design for reliability — is one of my five customer experience competencies , which I’ve developed over 30+ years of doing this customer-driven work with companies of all sizes. In Episode 3 of my new podcast , I talk a good deal about design for reliability with Scott Dille, a Senior Vice President at Northern Trust.

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The Muhammad Ali Experience: 5 Lessons to Win By

Michelli Experience

Muhammad Ali was not only a civil rights advocate and exceptionally talented boxer – he was and will be an enduring brand. From an advertising perspective, his equity extended in commercial endorsements of brands like Louis Vuitton, Porsche, Apple, Coke, Gatorade, and Pizza Hut. So what can every business leader learn from the brand experience consistently delivered by Muhammad Ali?

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3 Ways to Update Customer Experience for Millennials

Experience Investigators by 360Connext

Do millennials really approach everything differently than generations before them? Or are the challenges of designing for them simply the same challenges as designing and delivering experiences for any group? Yes, millennials approach the world a little differently. But so does every generation. What should we remember as we design workplaces as we update customer […].

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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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Keeping Up with the Data Eruption

InMoment XI

7 Ways to Make Sure You’re Getting the Most of Your Unstructured Data with Text Analytics Today and Tomorrow Yesterday my 10-year-old daughter sent 43 text messages, posted 8 Musical.ly videos, and put up two new Instagram posts. And given the fact she spent 8 hours at school and 4 hours at gymnastics practice, that.

Data 200

More Trending

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Report: The State of the CX Management, 2015

Experience Matters

We just published a Temkin Group report, The State of the CX Management, 2016. This is the seventh annual benchmark of CX activities, competencies, and maturity levels. Here’s the executive summary: For the seventh straight year, Temkin Group surveyed large companies to evaluate the state of their Customer Experience (CX) management. This year we found an […].

Report 139
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Why Positive Word-of-Mouth is Insanely Powerful

Experience Investigators by 360Connext

What do you think when someone tells you about something that’s “gone viral?” Do you think it’s a funny video? A cringe-worthy comment? A parody of the latest topic in the zeitgeist? I don’t know about you, but I don’t think of customer experience as a recipe for going viral. Cat videos? Absolutely. Great customer service? […]. The post Why Positive Word-of-Mouth is Insanely Powerful appeared first on Customer Experience Consulting.

Video 139
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Keeping Up with the Data Eruption

InMoment XI

7 Ways to Make Sure You’re Getting the Most of Your Unstructured Data with Text Analytics Today and Tomorrow Yesterday my 10-year-old daughter sent 43 text messages, posted 8 Musical.ly videos, and put up two new Instagram posts. And given the fact she spent 8 hours at school and 4 hours at gymnastics practice, that.

Data 200
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Over-engineering the Customer Experience – ‘Digital’ is not the answer to everything!

ijgolding

This article was originally written for my exclusive column on mycustomer.com – a hugely valuable and rich resource of information, expertise and inspiration for CX Professionals. You can find the original article here. Unless you have been living in a cave for the last twenty years, it will not have escaped your notice that the world has been undergoing a technological revolution.

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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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Temkin Group is Coming to Australia… Join Us!

Experience Matters

For years, I’ve been getting emails asking “when will Temkin Group come to Australia?” We’ve wanted to go for a while (for both personal and professional reasons), but it just hasn’t worked with our schedules. Well, it’s finally happening. Aimee, Karen, and I will be heading to Australia in August! Do you want to see […].

Groups 139
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Building Customer Loyalty: 3 Habits That Create Strong Customer Connections

Who's Your Gladys?

It takes more than quality products and services to gain customer loyalty. It’s the “customer experience” that makes or breaks client ties. By developing a few simple habits, you can win new business and keep long-term customer relationships strong. Here are three habits worth reinforcing: The Clarity. The post Building Customer Loyalty: 3 Habits That Create Strong Customer Connections appeared first on Who's Your Gladys?

Loyalty 130
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How to Get a Pay Rise as a Customer Support Manager

Kayako

Almost everybody would like to get paid more for the work they do… but not everyone has the ability or guts to ask for a pay rise. It can be overwhelming. Particularly for humble customer support teams, who are secretly people pleasers, and find it difficult to put themselves before others for a change. Consider this: in the average annual salary review, you’ll be offered a 5% pay rise.

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The Customer is Changing: Decipher the Clues

NICE inContact

No, this is not another story about how customers are changing because of iTunes, hands-free calling, mobile shopping, show-rooming or what Zappos and Amazon are doing now. This is a story about finding the hidden gems in your customer interaction data. And the good news is you don’t need “Big Data” to find them. Every customer interaction has value from an intelligence perspective.

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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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New Thinking, New Ideas, New Successes!

C3Centricity

Things have been pretty hectic for me these past few weeks. As you read this, I am in New York presenting at the CASRO Technology and Innovation Event, 6th to 7th June. If you’re attending the event, please stop me and say “HI”; it would be awesome to meet some of my Amercian readers! I [.]. The post New Thinking, New Ideas, New Successes!

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Why Asking for Contact Center Pricing Shouldn’t Be Your First Question

BlueOcean

We get it: As a business, managing costs is one of your top priorities. You want to ensure every decision you make is cost-effective and produces sufficient return on investment. That’s why when you’re searching for a new contact center outsourcer, one of your first questions is about pricing. Although we understand the motivation behind that question, we believe that contact center pricing should never be your first concern in your search for a new partner.

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How to Get a Pay Rise as a Customer Support Manager

Kayako

Almost everybody would like to get paid more for the work they do… but not everyone has the ability or guts to ask for a pay rise. It can be overwhelming. Particularly for humble customer support teams, who are secretly people pleasers, and find it difficult to put themselves before others for a change. Consider this: in the average annual salary review, you’ll be offered a 5% pay rise.

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How to Prevent Difficult Customers in Retail: Brick and Mortar

Comm100

If you read our last post, How to Prevent Difficult Customers in Retail: Online , you know we believe that when it comes to difficult customers, prevention is key. Your brick and mortar store is just as important as your online presence. According to the ICSC (The International Council of Shopping Centers), 78% of consumers still prefer shopping at a physical store.

Retail 105
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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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2016 Temkin Experience Ratings: 20 Industry Snapshots

Experience Matters

We released the 2016 Temkin Experience Ratings that ranks the customer experience of 294 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 […].

Industry 101
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Top 3 Insights from the 2016 Global Contact Center Benchmarking Report

Calabrio

If there’s one thing I’ve learned from being in this industry for more than a decade, it’s that when things change, they change very quickly. At Calabrio, we like to stay ahead of the curve so we can meet our customers where they want to be tomorrow, instead of where they were yesterday. We do this in many ways, one of which is staying up to date on industry research.

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How Airbnb Scales Culture And Customer Experience, With Aisling Hassell – CB008

Customer Bliss

Episode Overview. For our 8th episode, I talked with Aisling Hassell, who is the global head of CX at Airbnb. This is a particularly challenging role in the customer experience world — although in a way, they all are — because Airbnb currently offers properties in 191 countries and 34,000+ cities. Making sure the customer experience is complete across such a wide array of contexts is one of Aisling’s challenges.

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15 More Reasons to Map Customer Journeys

CX Journey

Image courtesy of CountyLemonade Still not convinced you need to map customer journeys? Earlier this week, I wrote about how eye opening journey maps and journey mapping workshops are. If you aren't mapping yet and still need to be convinced, I'll do my best to provide you some more reasons to map customer journeys. More? Yup. A couple years ago, I wrote a popular post titled 18 Reasons to Map Customer Journeys.

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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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Dare to Dream Big: A New Employee Success Guide

Steve DiGioia

This original article was written by Steve DiGioia. Countless studies have shown that the key to a successful employee, one who excels at his/her job, is motivated to perform at his peak and one that will have the best interest of the company at heart, is a properly run and dedicated new employee onboarding and orientation program. During my career I have been personally responsible for the development and facilitation of new employee orientation classes, one-on-one training/coaching sessions an

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Uncover The Specific Emotions You’re Evoking

Beyond Philosophy

I’m happy to report that more and more companies realize that emotions are significant to the Customer Experience. It’s an excellent first step. But it isn’t enough. Thinking that emotions are important in Customer Experience, or even that positive emotions are important to our Customer Experience isn’t enough. In general, business needs to get specific about the emotions in their Customer Experience.

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Can You Afford NOT to Offer a Lifetime Customer Experience Warranty?

Wired and Dangerous

Lifetime warranties are a common feature of the product world. They essentially say “we guarantee that the object you bought will work as long as you own it. If the product ever fails, we promise to replace it or repair it to your satisfaction.” Lifetime warranties, as opposed to limited warranties, are designed to be bold statement communicating confidence in a product.

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Causation vs Correlation – What’s the difference

iPerceptions

Data in the right hands can be extremely powerful and should a key element of any decision. One of the most famous quotes by American statistician, W. Edwards Deming is, “In God we trust. Everyone else, bring data.”. But too often than not, data can be misconstrued and misunderstood. One of the biggest misunderstanding is the different between causation and correlation.

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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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Modern Conveniences Your Online Customers Expect

Win the Customer

From automated purchasing and shipping to simple returns and mobile-friendliness, these are the modern conveniences your online customers expect from your business. Today’s customer expects a lot. Online shoppers expect even more. And their expectations should not be ignored. In the United States alone there are more than 191 million online shoppers.

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Bewildered? Latest updates on tipping.

Beyond Philosophy

I love Uber and one of the reasons is their seamless approach to payment, that included the tip, which meant I didn’t need to think about it? How much, do I have the right money, do I have any cash? However, cash tipping is now coming to Uber. The hired ride company is backing off of its previous “no tipping” policy, thanks to a proposed class action settlement in which drivers claimed the company have violated labor laws by discouraging tipping.

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Five Reasons Your Company May Fail at Customer Service

ShepHyken

Customer Service Culture. There are a number of reasons that companies fail at customer service. As I read dozens of articles each week, numerous books on the topic throughout the year, as well as conduct some of my own research, there are some very clear reasons. Sometimes it’s not what you are supposed to do, but what you should avoid doing. If you’ve been following my work, some of this may seem like a review, yet we must constantly be reminded of these reasons.