Thu.Feb 06, 2020

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The Comeback of a More Personalized Approach

CloudCherry

Let’s get personal. About the comeback of a more personalized approach in CX, that is. It’s no secret- or at least it shouldn’t be- that this is becoming more and more essential in the space. And, in my maiden voyage as Host on the podcast (first one truly sans training wheels), I was personally (had to) VERY grateful to have on board with me a practices-what-she-preaches expert on the subject.

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Framing Effects – Discover This Powerful Marketing Technique To Gain Growth

Beyond Philosophy

How you present information often influences your audience to perceive it differently. In marketing, sometimes how you present the facts takes advantage of the information in a way that shouldn’t matter when you think about it rationally. Nonetheless, it does, and done right can yield positive customer-driven growth. We discussed Framing Effects in a recent podcast.

Marketing 162
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Collaborating for Success

CloudCherry

Collaboration. Communication. Cohesion…. All those lovely (and essential) ‘ions’ are at the heart of this week’s ‘Sweets of CX’ Episode. Thank goodness I was joined by a true expert on Collaborating for Success. After all, he wrote the book. (No really, that’s the title of one of his books.) – Bob Roark is an Executive Solution Strategist for Cherwell , top 12 Finalist in CloudCherry’s 2019-2020 CX Championship, best-selling author and speaker, and our esteemed guest this week.

Books 195
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What’s the Peak-End Rule and Why It Matters in CX?

Interactions

What is the Peak-End Rule? Barbara Frederickson and Danie Kahneman conducted a research based study in 1993 that proved that the human memory is, in fact, imperfect. They discovered that humans don’t actually recall events in their entirety, but rather the snapshots of the most intense moments become a memory. They discovered this by submerging participants hands in freezing water for 60 seconds.

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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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The Top Customer Success Factors to Help You Create an Enterprise-Wide Strategy

Totango

The rise of the recurring revenue business model has placed the customer in control of their business partnerships. Customer value is now achieved over repeated cycles of renewal, and the customer can walk away whenever they see fit. Now more than ever, SaaS organizations have to work hard to help their customers succeed and keep them satisfied. By paying attention to a few key customer success factors designed to help you thrive in today’s digital conditions, you can shape your entire enterpris

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Little Gold Book of Yes! Attitude by Jeffrey Gitomer (a One Win Book Review)

Customers That Stick

In this One Win Book Review, we take a look at Little Gold Book of YES! Attitude by Jeffrey Gitomer. Check out the video below to hear Adam’s one win that you can take away from Little Gold Book of YES! Attitude to improve your organization’s customer experience and customer service. About Little Gold Book of YES! Attitude. FROM THE PUBLISHER: Every business winner has one thing in common: a YES!

Books 78
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The Four P’s of XM Insights

Experience Matters

This post identifies four ways that Experience Management (XM) insights can be used to better serve all of the human beings that an organization interacts with. The post The Four P’s of XM Insights appeared first on Experience Matters.

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Autonomous Tech for Customer Experience: What Does It Mean?

Oracle

Imagine what the business world would look like if customer support ran on autopilot. What comes to mind? If you’re in a finance role, you may envision a reduction in operational overhead. If you run a call center, you may be worried about the future of your team’s jobs. When you wear your consumer hat, you may wonder if you’ll be spending more time interacting with recorded messages than humans who can problem-solve.

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Practical Advice for Leveraging Artificial Intelligence for Customer Service

NICE inContact

In this video, the next in our series on Transforming Customer Experiences, Chris Bauserman, VP of Product Marketing, discusses practical advice for leveraging artificial intelligence (AI) for customer service.

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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 Top Customer Success Factors to Help You Create an Enterprise-Wide Strategy

Totango

The rise of the recurring revenue business model has placed the customer in control of their business partnerships. Customer value is now achieved over repeated cycles of renewal, and the customer can walk away whenever they see fit. Now more than ever, SaaS organizations have to work hard to help their customers succeed and keep them satisfied. By paying attention to a few key customer success factors designed to help you thrive in today’s digital conditions, you can shape your entire enterpris

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Relatable Stories are Impactful and Enduring Stories

One Millimeter Mindset

Do you tell relatable stories? Or, does your storytelling make your products, services and programs sound too good to be true? Then again, do you tell stories of epic disasters which, in reality, are outside the norm for the majority of decision makers listening to you. Either way, when the stories you tell are not relatable stories, decision makers tune out and turn off.

Sales 66
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5 Customer Experience Influencers You Should Be Following In 2020

Feedbackly

It should come as no surprise that the world of customer experience is in a constant state of change. Some ideas become fads, some. The post 5 Customer Experience Influencers You Should Be Following In 2020 appeared first on Feedbackly.

2020 90
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Here’s Why Consistent Customer Correspondence Is so Important for Your Company

Ecrion

One negative experience is the reason 86 percent of consumers stop doing business with a company. While facilitating an excellent customer experience is a goal of any business, one good experience won’t necessarily translate to a loyal customer. Establishing customer loyalty and trust in your brand requires consistent customer correspondence. Your company should strive to deliver consistent experiences across multiple platforms and interactions.

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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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Using Social Analytics to Define, Differentiate & Deliver Results

NetBase

Social analytics offers exactly what the doctor (or digital strategist) ordered when it comes to defining, differentiating and delivering brand marketing results. We love sharing examples of these capabilities in action with you, so saddle up for stats that will astound you! At NetBase LIVE L.A. , Fullscreen , a social content agency, shared the importance of social listening for understanding and engaging with Gen Z and Millennial audiences.

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Test Before You Commit: How Eye-Tracking Research Can Help You Improve Your Retail Customer Experience

Gold Research

Over $600 Billion is spent on advertising every year – much of it in retail promotions – to influence shopper behavior. But there is surprisingly little research and understanding about how the various elements of the retail shopping experience impact shopper behavior – either in the store or online.

Retail 69
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Stop Lights and Rainbow Charts: Two Engaging Templates for Qual Research Reports

dscout People Nerds

Use these two straightforward report frameworks to present findings in an engaging (and colorful!) way.

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Advice to Employers

InMoment XI

Preparing Your Employees For Success My daughter is getting ready to start her first job. She is fifteen and will be working in a sporting goods store. Overall, it is a good first job. She is sporty and knows the lingo, she’s hungry to start making her own money, and the store is owned by. View Article.

Sports 260
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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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The Future of Fintech: What does the next 10 years look like? (Podcast)

Beyond the Arc

The last decade has seen fintech exploding — far exceeding expectations. What does that mean for the next 10 years? Recently Greg Palmer, host of the Finovate Podcast talked about the future of fintech with Beyond the Arc CEO, Steven Ramirez. Listen now > The podcast, broadcast on Provoke.FM, the leading fintech podcast network, tapped [.]. The post The Future of Fintech: What does the next 10 years look like?

Blog 52
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How To Get Executives To Buy In To CX Transformation

Forrester's Customer Insights

“How do I get executives to care about customer experience?” I hear this all the time during client inquiries, and for good reason. No customer experience (CX) organization can execute a successful transformation without executive support (and the budget that goes with it). To get the backing you need, you must tie proposed CX initiatives to what executives care about most: money.

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Download our Free CSAT Toolkit

GetFeedback

Access best practices, a customer satisfaction survey template, and our new interactive CSAT calculator.

Download 150
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5 Ways to Mobilize Your Customer Data

Blueshift

The twenty-teens were all about collecting data — from CRMs to CDPs countless companies invested in the gathering of data and effective organization solutions. The collection and organization of data are incredibly important, but it isn’t the complete answer to the big question of the 21st century – how can we do more with first-party […].

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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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Keeping customer experience human in a digital future

Peter Lavers

Top customer experience expert and influencer Peter Lavers has posted a new blog in collaboration with SAS Software UK. It’s entitled Delivering a ‘human’ customer experience in a future that’s increasingly ‘digital’. In it he explores how market disruption leads to pressurised sales and service environments across sectors, and draws from the findings of the SAS / Futurum “Experience 2030” report to review the trends of digital transformation and insight-driven customer engagement that wil

2030 11
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5 Ways to Mobilize Your Customer Data

Blueshift

The twenty-teens were all about collecting data — from CRMs to CDPs countless companies invested in the gathering of data and effective organization solutions. The collection and organization of data are incredibly important, but it isn’t the complete answer to the big question of the 21st century – how can we do more with first-party […].

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U.S. Bank Fires Employee for Helping Customer on Christmas Eve

Kristina Evey

I just read a New York Times article that just has me seething. US Bank fired a customer for doing … Read More U.S. Bank Fires Employee for Helping Customer on Christmas Eve. The post U.S. Bank Fires Employee for Helping Customer on Christmas Eve appeared first on Kristina Evey.

Banking 62
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The role of Customer Success in Product Ideation

inSided

In SaaS, your Customer Success and Product teams are working towards the same goals, right? They both want to build a brilliant product, make sure users are getting the most from it and, ultimately, keep customers happy. Ok, that's maybe over simplified, but you get the picture: Great product, satisfied customers, increased retention, growth in revenue. ??.

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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