Wed.Nov 27, 2019

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When Things Aren’t Going Well, Will You Accept Blame?

ShepHyken

In a recent Shepard Letter, I wrote about the concept of giving recognition to the people who deserve it. Someone being recognized for what they bring to the organization is often overlooked. That’s a shame. People need to be recognized for their contribution to the team’s success. One of our faithful readers, Drew Smith, responded to the article and shared that he was reading a biography about the 34 th President of the United States, Dwight Eisenhower, who was known for “pushing praise down an

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With customers becoming more demanding, can self-service really help?

Eptica

Date: Wednesday, November 27, 2019 Author: Pauline Ashenden - Marketing Manager With customers becoming more demanding, can self-service really help? Published on: November 27, 2019. Author: Pauline Ashenden - Marketing Manager Customer service is continually increasing in complexity. Consumers are not only becoming more demanding, but they also want faster responses, with minimal effort on their part.

2019 97
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5 Tips to Prepare Your Retail Team to Survive the Holidays

Customers That Stick

The holidays are a special time both for retail businesses and retail employees, a time of great challenge and opportunity. Having worked in retail for many years, I’ve seen how this season can test even the best retail teams. With Black Friday just around the corner, I wanted to share a few tips on how you can prepare your retail team for this holiday season.

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Thanksgiving Gratitude from One Millimeter Mindset Speaking Programs

One Millimeter Mindset

Wishing you all a Happy Thanksgiving. No matter where in the world you are. Regardless of your job title, pay grade, level of education or generation. What You Do and Who You Are make a difference to us all. I am grateful for your solid friendship over these past 10 years (yes 10!) of blogging for you, speaking with you and collaborating. We get to where we need to go by working together.

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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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5 Retail Innovation Trends That Reshaped 2019

Oracle

Today, the customer experience isn’t bound to any one physical or digital space, as 73% of consumers use multiple channels to shop , according to a Harvard Business Review study of 46,000 shoppers. Modern retailers understand this new omnichannel reality and are adopting retail innovation strategies to meet shoppers wherever they are — and on whatever device they choose.

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Northern Gas Networks Triple Triumph at Global Customer Experience Awards

CSM Magazine

The North of England’s gas distributor, Northern Gas Networks (NGN), scooped three awards at this year’s International Customer Experience Awards, in recognition of its world-class standards for customer service and cultural transformation. NGN beat stiff competition to win Gold for Business Change or Transformation, Silver for Customer-Centric Culture – Transformation and Bronze for the Best Customer Experience Strategy – CX and Beyond categories at a prestigious ceremony held in Amsterdam yest

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Customer SuccessCon Berkeley 2019 Takeaways

ChurnZero

Top Five Customer SuccessCon Berkeley 2019 Takeaways. Last week ChurnZero sponsored Customer SuccessCon 2019 in Berkley, CA. The Customer SuccessCon event series provides an intimate setting to learn, share best practices and speak freely and openly about the current state of Customer Success. . The event, hosted by The Customer Success Association , featured sessions from a variety of CS thought leaders.

2019 75
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Webinar: The Future of Customer Service – Trends to Test in 2020

CSM Magazine

Each year brings new ideas and new challenges to the customer service department. It can be tough to keep up, but to help you prepare for the year ahead we are bringing together some of the best in the business to talk over how we got here and what’s next. Register for this free webinar and join us on Thursday, Dec 12, 2019 11:00 AM – 12:00 PM CST (5:00 PM – 6:00 PM GMT).

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3 Digital Engagement Insights We’re Grateful For

Lithium

With Thanksgiving upon us, all of us at Khoros are grateful for our amazing customers and we find ourselves reflecting on the many valuable insights they shared at Khoros Engage events this year. We’re highlighting three of those insights below; if you missed Engage and want to know what it was all about, take a look at the IDC report. 1. Automation is here to support — not replace — care agents.

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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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What have we learned from 20 years of the experience economy?

MyCustomer

Podcast: 20 years of the experience economy. Chris Ward. Wednesday, November 27, 2019 - 09:09. Advocacy. Ecommerce. Experiential marketing. What have we learned from 20 years of the experience economy?

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There's no one-size-fits-all in CX

Hello Customer

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Last-Minute To-Dos For A Positive Customer Experience This Holiday Season

Forrester's Customer Insights

This blog post is part of Forrester’s Holiday 2019 retail series. The season of sales is here, and retailers are preparing for an influx of site traffic, store visitors, and (hopefully) purchases. But as inboxes flood with pre-Thanksgiving, Black Friday, Cyber Monday, and more offers – retailers must ask themselves: Are we ready? As retailers, your […].

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Work life balance – what does it mean and why does it matter?

Qualtrics

The expression ‘work-life balance’ covers a range of ideas, from businesses offering flexible working hours to employees making more of their leisure time. Here’s where the phrase comes from and what it means to your business. Work-life balance – can it be defined? There are plenty of articles and studies out there on work-life balance, but surprisingly few definitions of what it actually looks like in practice.

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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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Define New Relationships With CX Champions Programs

Forrester's Customer Insights

Every few years, we round up examples of customer experience (CX) champions (or “ambassadors”) programs: programs that enable CX teams to broaden their reach by training employees or leaders in CX best practices and/or formalizing their roles in CX project implementation. This year, we cast a wide net to capture programs that placed differing focus […].

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Writing the Perfect Customer Feedback Survey Invitation

Genroe

Getting high response rates for your customer feedback survey starts with creating an effective customer feedback survey invitation. You need an initiation body that makes people want to start the survey. The invite doesn’t have to be long and complex. In fact it should be short and to the point but to be most effective […]. The post Writing the Perfect Customer Feedback Survey Invitation appeared first on Genroe.

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Our Favorite Thank You Notes from Customers and Testers

Centercode

‘Tis the season for gratitude. With Thanksgiving coming, we’re feeling especially grateful to work with you guys — the best customers, collaborators, contributors, and testers in the world! Knowing you’re helping to make lives a little easier and technology a little better is an intrinsic part of what it means to be a Centercoder. Ask anyone on the team, and they will tell you that seeing our customers improve their products is the most satisfying part of their job.

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Talkdesk carves out a lead in CCaaS market. Thankful in final quadrant of 2019.

Talkdesk

As we approach the season of giving thanks, which is also near the end of the year, it’s an appropriate time to reflect and appreciate 2019. Talkdesk has stuffed its trophy case with awards and recognition from BIG Innovation, Frost & Sullivan, Stevie Awards, ICMI, UC Today and Forbes, putting Talkdesk on the shortlist of leaders in the contact center space.

2019 76
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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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3 Reasons Why Your Small Business Needs Email Automation

Survicate

The post 3 Reasons Why Your Small Business Needs Email Automation appeared first on Survicate.

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It Might Be Too Late To Save Your Biggest Customers

Gainsight

It’s Thanksgiving tomorrow in the U.S., and if you haven’t gotten your supplies and ingredients together, you’re not. quite totally screwed, but at best you’ll be in trouble at the grocery store tonight. There are thresholds for these things, and they have varying degrees of flexibility built in. As an expert on. procrastination, I can say confidently that you can make it work some of the time.

2020 59
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Our Favorite Thank You Notes from Customers and Testers

Centercode

‘Tis the season for gratitude. With Thanksgiving coming, we’re feeling especially grateful to work with you guys — the best customers, collaborators, contributors, and testers in the world! Knowing you’re helping to make lives a little easier and technology a little better is an intrinsic part of what it means to be a Centercoder.

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Following Your Customers Online Without Pushing Them Away

Blueshift

In our modern tech-centric world of business, retailers have been forced to up their marketing game. One of the biggest ways in which this is done is through the careful and inconspicuous tracking of customers’ online habits. When done with the right intentions, retailers can learn more about their customers and their shopping habits in […]. The post Following Your Customers Online Without Pushing Them Away appeared first on Blueshift.

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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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Bad Data Series #4: Atari Doesn’t Like Apples

NetBase

Join us as we analyze memorably misinformed business decisions in our “Bad Data Series.” We’ll explore the many ways the wrong social analytics solution, offering inaccurate insight , could result in brands misunderstanding potential market opportunities. And missing out on category-defining moments in time. Here are the posts in the series: Blockbuster Decided Not to Netflix and Chill.

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Following Your Customers Online Without Pushing Them Away

Blueshift

In our modern tech-centric world of business, retailers have been forced to up their marketing game. One of the biggest ways in which this is done is through the careful and inconspicuous tracking of customers’ online habits. When done with the right intentions, retailers can learn more about their customers and their shopping habits in […]. The post Following Your Customers Online Without Pushing Them Away appeared first on Blueshift.

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Bad Data Series #4: Atari Doesn’t Like Apples

NetBase

Join us as we analyze memorably misinformed business decisions in our “Bad Data Series.” We’ll explore the many ways the wrong social analytics solution, offering inaccurate insight , could result in brands misunderstanding potential market opportunities. And missing out on category-defining moments in time. Here are the posts in the series: Blockbuster Decided Not to Netflix and Chill.

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3 Workforce Development Review Blog Posts for You

One Millimeter Mindset

This workforce development review blog post focuses on storytelling as a key component of a compelling human capital strategy. Ponder how this strategy creates more professionally diverse and inclusive workplaces. Because co-created storytelling connects employees to one another. Rather than separates employees in departmental value silos. When workforce development focuses on better serving each other, first, the workforce better serves employers and clients.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the