Wed.Feb 05, 2020

article thumbnail

The Last Customer on Earth

ShepHyken

What if you only had one customer left to do business with? Maybe this was the last customer on earth? Norman Beck—my friend and faithful reader of The Shepard Letter —and I were talking about this idea and he shared another way of looking at it. In his words, “It’s like the last gas station you’ll see for miles as you enter the desert. Maybe you stop and make sure you have a full tank of gas.

article thumbnail

Do You Have Negative Cues That You Are Not Aware Of

The DiJulius Group

1. Customer Service Feature Story Do You Have Negative Cues That You Are Not Aware Of? By Jess Pischel There is always an opportunity for improvement. Identifying the negative cues in the office, store, or business location and correcting them to become more positive will enhance the environment that the employees and customers experience. A. Read Full Article.

Article 124
Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

HOW TO PREP EMPLOYEES FOR EFFECTIVE 1-TO-1 MEETINGS & MORE | FT. CYNDI SHI

Michel Falcon Experience

On this installment, I sit-down with CEO & Founder of StudioVivian Inc, Cyndi Shi, to discuss: 1️⃣How To Prep Team Members For Productive 1-to-1 Meetings. 2️⃣ How To Interview For Productivity. 3️⃣ How To Encourage Team Members To Provide Honest Feedback. REMEMBER! I have not been prepped on ANY of these questions, so my answers are honest and genuine!

Books 78
article thumbnail

What Does Customer Service Teach You?

Customers That Stick

What Does Customer Service Teach You? Are there lessons from customer service that apply to other areas of life? . In the end, customer service is one of the best business disciplines for learning skills and strategies that apply to wider life because customer service is about interacting with and helping people. Customer service can teach you situational awareness, responsiveness, and a host of other useful skills.

article thumbnail

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!

article thumbnail

The impact of worsening UK customer satisfaction

Eptica

Date: Wednesday, February 5, 2020 Author: Pauline Ashenden - Marketing Manager The impact of worsening UK customer satisfaction. Published on: February 05, 2020. Author: Pauline Ashenden - Marketing Manager Customer satisfaction in the UK is getting worse – impacting loyalty and profitability at some of the country’s biggest brands. That’s the latest finding of the Institute of Customer Service ’ s UK Customer Satisfaction Index ( UKCSI ) , which has provided a key measur

More Trending

article thumbnail

5 Ways to Politely Say No to Customers: With Real-Life Examples

ProProfs Chat

What is the most dreadful thing during customer interactions? Being in a situation where you have to say No to the customer- Isn’t it? . There are times, and really often too, that a customer comes to you with a request that is just not possible for you to fulfill. Like, imagine your company has a return policy that doesn’t allow you to take return requests after 15 days of purchase.

article thumbnail

What is Digital Process Automation? (DPA)

Bizagi

‘Digital Process Automation’ (DPA) is fast emerging as an important evolution of the traditional category of ‘Business Process Management’ or ‘BPM’ Behind this change is the growing need for businesses to automate processes as part of wider digital transformation initiatives. Forrester Research states: “As organizations undertake digital transformation efforts, an important realization emerges: process matters.

article thumbnail

How to Beat Customer Expectations with Better Customer Service

Solvvy

Your business offers top-of-the-line products or services—but does your business offer top-of-the line customer support? When you’ve invested heavily to drive customers to your site, you want to provide the same white-glove service throughout their customer journey, even if they contact you about an issue after a purchase is complete. . After all, a Dimensional Research survey found that 87% of customers rave about positive customer service to their friends—and even more import

article thumbnail

Calling out All CX Innovators!

Talkdesk

Have you or a colleague been responsible for a substantial change in customer experience in your organization? Do you use Talkdesk technology to drive the strategy for customer-centricity? If so, apply today for the CX Innovators Awards! Talkdesk is officially launching the CX Innovators Awards as a way to recognize and celebrate the people who push the boundaries of customer experience.

article thumbnail

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

article thumbnail

Service Leadership Workshop with Ron Kaufman and Marshall Goldsmith

Up Your Service

Hello, if you’re watching this video, you probably know me. I’m Ron Kaufman , author, and founder of Uplifting Service. But do you know this man? This gentleman with the distinguished white beard. Well, I won’t be at all surprised if you do, because he is the legendary Marshall Goldsmith. Ron Kaufman and Marshall Goldsmith at the 1st Annual Global Guru Summit in 2019.

article thumbnail

4 Ways to Achieve Customer-First Support

Kustomer

Customer expectations have evolved past closed tickets and short resolution times. To succeed in today’s ever-changing world, brands must take a customer-first approach to service and support. Here’s how to achieve it in four simple steps. Understand the Emotions of Your Customers. Do you know what percentage of your customers are happy? Satisfied? Disappointed?

article thumbnail

5 Content Marketing Strategy Tips On the Fly From the Marketing Pros

Oracle

In partnership with Convince and Convert , Oracle CX Marketing has been producing “On the Fly”—a video series with small, 2-minutes-or-less bites of marketing tips, advice, and training from marketing experts, delivered while they are on the road, at the airport, or otherwise on-the-go. Here are 5 content marketing strategy tips from the marketing pros as derived from the series.

article thumbnail

PSECU’s Frictionless Member Service

SaleMove

Member service and satisfaction are two of the foundational principles that Credit Unions focus on to compete with big banks that offer similar products and services. Most Credit Unions we speak to are looking for help to bring the branch experience online through digital-first member service. But PSECU, Pennsylvania’s largest Credit Union, is a little […].

Banking 52
article thumbnail

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.

article thumbnail

How to Customize Start Chat and Leave a Message Forms

Provide Support

What do Provide Support customers like most of all about our live chat product? With a great set of features Provide Support live chat window can be customized to match any website look and feel and allows collecting various information about customers through pre-chat survey and leave a message form. For many business owners it is important to collect information about customers and analyze it before and after the chat conversation.

2003 59
article thumbnail

The 1-2-10 Approach: A Winning Formula for Utility Personalization

Uplight

Personalizing the customer experience is mission-critical to any utility customer experience. By its very definition, full personalization is all encompassing—comprising all departments, all offers, all channels, and all customers. But with limited or over-booked IT resources, siloed and antiquated systems, and variable data quality, this impossible to accomplish right away.

article thumbnail

The 2020 Confirmit ACE Awards are Back, Bigger and Better!

Confirmit

We’re celebrating the 15 th anniversary of the ACE Awards this year. A lot has changed in the world of CX since the ACE Awards first launched in 2005. Not least, its name! It was all about customer feedback then. On this journey, we’ve been lucky enough to celebrate our clients’ accomplishments, and the advancements in technology, approaches and methodologies along the way.

2005 52
article thumbnail

5 Reasons Why You Should Submit a Speaking Proposal for BIG RYG

ChurnZero

5 Reasons Why You Should Submit a Speaking Proposal for BIG RYG. The Call for Speakers is OPEN for all 2020 BIG RYG Speaking Opportunities! When developing sessions for BIG RYG , our primary goal is to – Speak Simply, Be Real and Challenge the Audience. We want to have fun while keeping gimmicks to a minimum. We aim to help CS professionals excel in their career and understand what it takes to deliver exceptional ongoing customer value at all levels of your organization.

Webinar 64
article thumbnail

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.

article thumbnail

Demystifying the Customer Journey Map, featuring Forrester Research

GetFeedback

In this webinar you'll learn how to create a customer journey map, what business objectives it helps achieve, and the differences between B2B and B2C journey mapping.

article thumbnail

Adaptive Enterprises Have The Need For Speed

Forrester's Customer Insights

CIOs and CMOs who successfully position their teams as customer experience drivers and digital transformers are successfully accelerating their investments with agility. In many of these same firms, however, they often face challenges from other business units who don’t see agile methods fitting their business processes. Pushing for agility with them doesn’t prove successful.

article thumbnail

Marathon, not Sprint: How lastminute.com Wins with Long-Term Traveler Engagement

Optimove

The post Marathon, not Sprint: How lastminute.com Wins with Long-Term Traveler Engagement appeared first on Optimove.

Travel 40
article thumbnail

Tendances 2020

Forrester's Customer Insights

A l’occasion de sa seconde conférence à Paris dédiée à l’innovation technologique au service de l’expérience client et collaborateur, Forrester a réuni une centaine de dirigeants des plus grandes entreprises françaises pour échanger autour des dernières tendances et présenter les résultats de son baromètre de l’expérience client, le CX Index. David Truog, VP, directeur de […].

2020 46
article thumbnail

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

article thumbnail

Email Tales: Using Storytelling to Build Relationships and Foster Brand Loyalty

Optimove

The post Email Tales: Using Storytelling to Build Relationships and Foster Brand Loyalty appeared first on Optimove.

Loyalty 40
article thumbnail

10 things to consider when selecting a Voice of the Customer solution

GetFeedback

How to choose the right Voice of the Customer solution for your CX program.

Customers 195
article thumbnail

Can Your Workforce Management Software Withstand the Mandatory Digital Transformation?

NICE inContact

To workforce management outsiders, forecasting in a traditional contact center has always been a bit confounding. Erlang C, Box-Jenkins ARMIA, exponential smoothing – oh my! And that was just when we only had basic interaction channels like voice, email, and chat! But as consumer options and expectations for communication have evolved, contact center complexity has increased.

article thumbnail

Launching an Experience Management (XM) Program in 3 months

XMplify

To celebrate the launch of my new business - XMplify Consulting Ltd - I would like to share my thoughts about how to quick-start an Experience Management (XM) program

article thumbnail

Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.