How to Succeed in Leadership, Marketing, Innovation and Insight

C3Centricity

Although I love quotes, especially about how to succeed, I love success even more. One of my favourite quotes on the topic of success comes from Winston Churchill during his address to the Harrow School (UK) during WWII in 1941. And you must admit that we are just at the beginning of the impact of covid on the world and I know we need to prepare for a lot of failures in the coming months and years. How you React to Failure Could Make You a Success.

How to Disrupt Your Competition

ShepHyken

Your customers want your product to meet their expectations. Your customers also expect to receive a positive customer service experience. Everyone is striving to create a good experience, at every level. How can you stand out?

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Address the Argument the Right Way

Steve DiGioia

Always address the point of the argument, NOT, the emotions attached to it. Example: John is upset that his suggestions for improvements to an upcoming project weren’t adopted, so he vents his frustrations about being overlooked or undervalued. Do this before speaking to John again.

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How to Send the Message That You Care to be Your Best Every Day

Steve DiGioia

Next comes finding the perfect location to set up shop and after almost a year you’re finished. Sure, you had to get over a few hurdles and you corrected some mistakes but now business is steady. But for how long? Your focus is only on the things that are important to you.

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What We Learned From Our Own Data-Driven ABM Strategy

ZoomInfo has created the following eBook to help other B2B organizations gain insights on how to launch their own data-driven ABM strategy. In this eBook, we will reveal the good and the bad from our own campaign and highlight some key takeaways on how to improve your ABM strategies moving forward.

How to Improve Customer Engagement

Lumoa

What is customer engagement, how do you measure it, and most importantly how do you improve it? Learn everything you have to know about customer engagement. Feed generated with FetchRSS

How to Measure Customer Satisfaction With CSAT

GetFeedback

Do you really know how your customers feel about your products and services? How about the quality of your customer service? The only way to really find out is to ask, which is why so many companies measure customer satisfaction regularly. The most common way is by sending customer satisfaction (CSAT) surveys, which ask customers to rate their experiences and share open-ended feedback. When to use CSAT.

How to Calculate Your Net Promoter Score (NPS)

GetFeedback

NPS calculation formula and interpretation of data. Articles

Top 10 Posts on Brand Building Strategies of 2018

C3Centricity

A New Year tradition we started here at C3Centricity back in 2011, is to share our most popular brand building strategies and posts of the year. This gives everyone a chance to catch up on our best posts that they may have missed. Is it Time to Do Away with Market Research Departments? . This post shares the highlights of recent research into how market research departments can become true business partners, rather than being viewed as a mere cost center. To Survey.

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Live Chat Mistakes Companies Make And How To Avoid Them

Kayako

Everyone wants it but nobody wants to do it. It’s one of the hardest, easiest things that a company can do to provide stellar support. There’s got to be a better way, right? It is bad to lie to customers and give them a false heightened expectation for their experience.

The 5 E's of Community: Support Forums and Beyond

Speaker: Angelica Coleman, Community Lead, Snowflake

In order to establish a robust community, you need to have strong community objectives in place that are supported with the proper types of programs; programs that will help your community succeed. But narrowing down on your community objectives can be difficult, let alone knowing how to structure your community programs and offerings in a way that supports them. Join Vanilla Forums on Friday, October 8th at 12 PM ET for a webinar led by Angelica Coleman, the Community Lead at Snowflake, as she walks us through the 5 E's that are essential to establishing your key community objectives: Education, Enable, Expand, Engage and Evangelize.

How to Prioritize Customer Experience Initiatives

Lumoa

We share best practices on how to prioritize customer experience initiatives. Due to limitations in resources, organizations have to prioritize which initiatives to spend their money on.

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How to Distribute Surveys to Get Quality Responses

GetFeedback

Even though creating an online survey nowadays is much easier than in the past, that’s not to say all aspects of surveys are easy. Sometimes getting responses can be a difficult task, and without an effective plan for distribution, you may struggle to collect the valuable feedback your organization needs. The distribution plan for your online surveys should put your existing outlets and channels to use while focusing on the goals you’re trying to accomplish.

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HOW TO FIRE AN EMPLOYEE (WITH INTEGRITY)

Michel Falcon Experience

I didn’t finish post-secondary university to earn my business degree (BA) nor do I have an MBA. I don’t believe either teach you how to properly fire someone. Whether they do or not, many people I know leading companies and teams haven’t properly been taught how to either.

What Every Marketer Needs to Know about Brand Image, Equity, Personality & Archetypes

C3Centricity

It is what your customers think it is; its brand image, personality and its value to them. They need to be clear and [.]. The post What Every Marketer Needs to Know about Brand Image, Equity, Personality & Archetypes appeared first on C3Centricity. Your brand is not what you think it is! I was lecturing at Miami University a couple of weeks ago on brand image and personality. These are two vital elements of branding.

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The D&I Garden: Seeds of Innovation that Grow into Creative Breakthroughs

Speaker: Donald Fan, Senior Director of the Global Office of Culture, Diversity & Inclusion at Walmart Inc.

In the digital era, rife with uncertainty and ambiguity, innovation plays an essential role in sustaining organic growth and outperforming the global competition. Research proves time and again, there exists a robust bond between innovation and diversity & inclusion (D&I); our challenge is to help our leaders understand how to plant the seeds of innovation in the fertile D&I garden in order to drive a strategic and competitive advantage from the office and in the digital landscape.

What a Customer First Strategy Means Post Pandemic

C3Centricity

Subscribe on Apple Podcasts to get new episodes as they become available.”. I know, you probably don’t want to read yet another article about the post-pandemic era, especially when the infection numbers in many countries are once again headed in the wrong direction!

How to Manage Like a Great Movie Director

Steve DiGioia

Now children, we are going to have free time. Each of you will be able to do whatever you want until class is over” said the teacher. Adaptability is rampant to suit the client’s wishes/needs. And the bosses want to be a “friend” to their subordinates. Any great business must run like a movie set where each employee is an actor with a specific role to play. The director, or senior management, sets the tone for all to follow. But to what extent?

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The Top 7 Reasons Advocacy Programs Fail (And How to Fix Them!)

Influitive

In the 1994 film Angels in the Outfield, a disembodied voice talked Kevin Costner into building a baseball field with some of the worst marketing advice of all time: “If you build it, they will come.” Success in advocate marketing takes way more than just launching a program. No team of ghostly heroes will materialize.

The Exceptionally Easy & Profitable Uses of Customer Co-creation

C3Centricity

Since working more closely with customers is the best way to understand, satisfy and delight them, I am impressed that she is taking co-creation even further. One of my clients, who is following the 50 weekly actions for customer centric excellence described in Winning Customer Centricity, asked me for some further ideas on co-creation.

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How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

All you need to know about your consumer rights and travel

Helen Dewdney

How to complain about your train, airline, bus, tube, ferry or cruise. How to complain about buses. How to complain about buses all the info you need. How to complain about trains. Passenger complaints are up (& how you can get redress) Transport Focus announced in February 2018 that their latest National Rail Passenger Survey showed that only a third were happy with their last journey. all you need to know about your rights.

What Every Marketer Needs to Know about Brand Image, Equity, Personality & Archetypes

C3Centricity

It is what your customers think it is; its brand image, personality and its value to them. They need to be clear and consistently represented in all your communications. According to Wikipedia , a brand is: “a set of marketing and communications methods that help to distinguish a company from competition and create a lasting impression in the minds of customers.” A brand needs to have a clear image, personality and equity in the minds of its customers.

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How to Use Your Customer Journey Map to Increase Business Productivity

GetFeedback

If the teams in your organization appear productive, but you’re still having a hard time pushing the needle, the problem might be with how you’re measuring business productivity. The solution: leaders need to shift their focus towards the full picture. You’ll need the commitment of every employee in the organization to use the tool efficiently, otherwise, you’ll find yourself dealing with bad CRM data (Now that will really hinder productivity!). Customer Experience How To

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How To Build Your Customer Experience Strategy By Asking Yourself These Three Questions [2020 Edition]

Michel Falcon Experience

The latter is paying lip service to actually building a customer experience strategy that will grow your business, build an admired brand and have a competitive advantage against your competition. And/or you can host a sales contest within your sales team to increase top-line revenue.

Busy Season? Keep Customers Satisfied with Great Support

A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.

How a Company Reacts to a Crisis Says a Lot About its Customer Centricity

C3Centricity

According to the news as I write this, it seems that a fifteen (!!!) They might have been able to steal information such as [.]. The post How a Company Reacts to a Crisis Says a Lot About its Customer Centricity appeared first on C3Centricity. In the UK, there was a recent, highly publicised “significant and sustained cyber-attack“ on the Telecom company Talk Talk’s website. year old Irish lad and a 16-year-old Brit may be responsible.

How to Deliver a Seamless Customer Experience in the New Normal

GetFeedback

How to rethink your omnichannel CX strategy for 2020 and onward as a response to the COVID-19 pandemic. Guides

Guest Post: How to Enhance Customer Experience Through Change

ShepHyken

He shares 5 habits of companies that went through dramatic transformation and still managed to improve the customer experience. Over the last few months, most businesses have had the opportunity to reconsider processes, products, and people. Fortunately, there is no mystery to it.

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This Is Why You Can’t Fill That Position

Steve DiGioia

You have a “hard to fill” open position at your job. To make matters worse, you’ve listened to your HR recruiting manager complain for weeks about “not finding enough qualified applicants” But in reality, this is why you can’t fill that position.

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A New Segmentation Model for Customer Onboarding

In this eBook, we will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

How to Measure and Improve Customer Retention

Lumoa

What is Customer Retention is and how can you improve it? We share the best tips on how to improve Customer Retention and tell you more about other relating KPI:s you can use. Feed generated with FetchRSS

How to Improve Customer Centricity in Hospitality

C3Centricity

Having spent most of my career in consumer goods, I was invited to share what the hospitality industry could learn from the industry. As the world changes, customer demands are changing too and companies need to stay current, if not ahead of these demands, in order to ensure continued growth. CustomerFirst #CustomerCentricity #Future #Trends Click To Tweet. From ROI / ROR to ROE. Brand #Marketing #Engagement Click To Tweet.

Book Review – Chief Customer Officer 2.0 – How to Build Your Customer Driven Growth Engine

ijgolding

Even if your company does not yet have a ‘Chief Customer Officer’ or ‘CCO’ it is unlikely to be long before they do! Whilst the title may have been in existence for a while, there is still not a plethora of experienced executives who know ‘what it takes’ to be a successful CCO. This is partly due to the fact that Customer Experience is still in its relative infancy as a profession. Enabling employees to deliver value.

How to Increase Sales During the Holidays

Call Center Pros

It is no secret to anyone that this is the busiest season of the year for most businesses. It is the ideal period to offer varied products to different niches, which for, only this time of the year, will coincide with the purchase period.

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How ZoomInfo Enhances Your Database Management Strategy

Forward-thinking marketing organizations have continuously invested in a database strategy for enabling marketing processes. Download this ebook to learn how to maintain a strategy that includes refreshed information, database cleanses, and an accurate analysis at the same time.

Why a CX Mission Matters — And How to Create One

Experience Investigators by 360Connext

How Do Great Brands Deliver a Consistent Customer Experience? Other brands seem to base the experience on which employee answers the call. How can some brands get it so right, so consistently? ” Their employees are known to be warm, friendly and fun.

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