Thu.Jan 16, 2020

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Onboarding Customers and Employees: Why a First Impression is Everything.

CloudCherry

Ah First Impressions. We all know we don’t get a second chance to make ‘em. And when it comes to Onboarding, a topic that- surprisingly- doesn’t receive a whole lot of attention, first impressions can make or break it for both Customers AND Employees. But, not to worry. On this week’s ‘Sweets of CX ’ Episode, we brought in expert Stacy Sherman. to shed some serious light on the subject.

B2C 195
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The Three Stages to Developing a Customer-Centric Culture

CX Accelerator

A customer-centric culture is the “make or break” component of any customer experience initiative. It was great getting to let loose on this all-important topic alongside Ryan Floersch of Gladly during our recent CXPA webinar. We discussed all kinds of ways to begin working toward an enhanced culture, or (if you’re lucky enough to have the beginnings of it in your organization already) how to accelerate the positive momentum you’ve already garnered.

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

Michel Falcon Experience

I’ve leveraged customer experience strategies within my career for more than ten years now. I’ve seen companies thrive (some of which I’ve advised), some commit but not fully exhaust the benefits and others that say customer experience matters but do nothing at all. 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.

2020 88
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The Three Stages to Developing a Customer-Centric Culture

CX Accelerator

A customer-centric culture is the “make or break” component of any customer experience initiative. It was great getting to let loose on this all-important topic alongside Ryan Floersch of Gladly during our recent CXPA webinar. We discussed all kinds of ways to begin working toward an enhanced culture, or (if you’re lucky enough to have the beginnings of it in your organization already) how to accelerate the positive momentum you’ve already garnered.

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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 FOUR GENERATIONS OF CUSTOMER SERVICE: THE PRE-INTERNET ERA (1/4)

Michel Falcon Experience

Delivering an excellent product is only HALF of the customer experience. Check out the first installment of my 4 part series that explores the best practices of “The 4 Generations of Customer Service.” This is something I’m going to be sharing within my keynotes and workshops in 2020! Are you interested in improving your company culture, employee engagement, and customer experience?

More Trending

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Customer retention is the new religion

Hello Customer

January typically is a month to forecast trends, and we believe customer retention will be an important one. Of course, this isn't a new strategy. But we see increasingly more organisations move their focus from aggressive acquisition investments to retention management. And as fashion shows us, every trend returns at some point in time. (Except for maybe Buffalo shoes, some things should stay forgotten.

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The Relationship Economy by John DiJulius (a One Win Book Review)

Customers That Stick

In this One Win Book Review, we take a look at The Relationship Economy by John DiJulius. Check out the video below to hear Adam’s one win that you can take away from The Relationship Economy to improve your organization’s customer experience and customer service. About The Relationship Economy. FROM THE PUBLISHER: Today we are living in the “digital disruption era.

Books 78
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EDM Marketing vs Email Marketing Campaigns: Which is Better?

Ecrion

In 2018, 281 billion emails were sent and received each day around the world. This number is expected to increase to over 347 emails each day in 2023. EDM marketing is one of the best ways to reach potential customers. Although many of your potential clients will be on social media, they won’t all be. Almost everybody has an email address. And of course, you need an email address to create a social media account so you’ll be reaching those users as well.

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Just Say No To Silver Platters — And Yes To Co-Creation

Kerry Bodine

I worked at an advertising agency for just over a year. (A year and a day to be exact.). Here’s how our typically engagement worked: The client would provide a brief. We’d quickly get to work on it, far out of sight from the peering eyes of our client. And when we were ready, we’d deliver our ideas to the client, much the way a grand meal is presented on a silver platter at a fancy restaurant or state dinner.

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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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3 Top trends impacting customer experience in 2020

Beyond the Arc

2020 — for many of us, it sounds like science fiction. Yet the future is Now. Is your business ready for the new demands and opportunities that are reshaping customer experience? That’s what we keep an eye on. And each new year, our Beyond the Arc team shares predictions on what we’re seeing as pivotal [.]. The post 3 Top trends impacting customer experience in 2020 appeared first on Blog @beyondthearc.com.

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These Nonprofit Technology Trends Are Changing the Fundraising Experience

Oracle

In 2018, shifting tax policies and a stock market setback combined to stanch the lifeblood of the vast majority of nonprofit organizations: Charity giving declined 1.7% from year-earlier levels (accounting for inflation), according to GivingUSA. With more than 1.5 million charitable entities targeting the donation pool, many are digging deeper into how nonprofit technology can extend the reach and sharpen the impact of their fundraising efforts.

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Customer Delight vs Customer Satisfaction: How These Two Concepts Work Together

Totango

Satisfaction is practical. Delight is emotional. That is the big difference in the customer delight vs customer satisfaction divide. One achieves what was expected, the other delivers additional value. Customer satisfaction is the process of achieving goals and consistently delivering the value you promised. Customer delight, on the other hand, is the “wow” factor.

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Just Say No To Silver Platters — And Yes To Co-Creation

Kerry Bodine

I worked at an advertising agency for just over a year. (A year and a day to be exact.). Here’s how our typically engagement worked: The client would provide a brief. We’d quickly get to work on it, far out of sight from the peering eyes of our client. And when we were ready, we’d deliver our ideas to the client, much the way a grand meal is presented on a silver platter at a fancy restaurant or state dinner.

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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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Very Compelling Storytelling embraces Risk and Opportunity

One Millimeter Mindset

Moving your stories into the Very Compelling Storytelling category is a scary proposition, isn’t it? Sort of like standing in rush-hour traffic during a polar vortex. Very compelling storytelling moves you the biggest one millimeter beyond your storytelling comfort level as you can move. Because the most compelling stories are about how you embrace both risk and opportunity.

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Just Say No To Silver Platters — And Yes To Co-Creation

Kerry Bodine

I worked at an advertising agency for just over a year. (A year and a day to be exact.). Here’s how our typically engagement worked: The client would provide a brief. We’d quickly get to work on it, far out of sight from the peering eyes of our client. And when we were ready, we’d deliver our ideas to the client, much the way a grand meal is presented on a silver platter at a fancy restaurant or state dinner.

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Optimal Customer Experience Through Contact Center Call Flows

Talkdesk

Proper call flows are the foundation of an efficient contact center. If calls are not properly routed to the appropriate agent or department, the entire system breaks down. Customer frustration grows, and satisfaction plummets, as they sit on hold waiting for their call to be “answered in the order it was received” Agent frustration skyrockets as they handle a seemingly endless stream of angry customers, resulting in short-tempered agents interacting with equally short-tempered custo

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4 Steps for a better Digital Experience

Interactions

Consumers are more connected than ever before. In the last few years, businesses have been in a race to add channels of communication to better reach their customers where they are. And it has worked, to an extent. I now have the capability to schedule a doctor’s appointment through an app. I can pay my credit card bills through my smart speaker, without even having to pick up my phone.

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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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Top 3 Trends from NRF 2020

Kustomer

NRF’s Big Show has just wrapped up, and after three days packed to the brim with insights from leading retailers, one thing is clear: a focus on the customer is essential in today’s competitive retail market. Whether you’re a digital-first disruptor brand or a legacy company who has transitioned into the 21st century, an exceptional customer experience drives business success.

2020 52
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Romero Insurance Brokers reveals the results of The Customer Experience Report 2020

CSM Magazine

The UK’s leading independent insurance broker surveyed hundreds of business professionals to gather a comprehensive overview of customer experience expectations across all sectors. Headline stats include: • High customer service levels are important to 96% of purchasers. • Customer service was named the most important factor when making a business decision, overtaking other key factors such as product features or availability. • 81% of businesses expect at least a 7 out of 10 standard of custome

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How to Ensure your CX Program has 2020 Vision

Confirmit

Customer experience is at a crossroads. For years it has been hailed as the silver bullet. The approach that will overcome product and price homogeneity and create meaningful differentiation that drives loyalty. And, in theory, that’s all still the case. Download. The challenge is that the reality is struggling to match the theory. While huge amounts of money are being invested in CX programs, financial results and Return on Investment prove elusive for many organizations.

2020 52
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How Can Green Businesses Improve Customer Experience?

CSM Magazine

Recent studies show that more than 80% of global customers feel that businesses should adopt sustainable practices and that 37% of them cite environmental impact as the main factor they consider before making a purchase. With environmental concerns at an all-time high and a worrying succession of natural disasters showing that climate change is indeed real, going green has now become a matter of urgency and businesses who fail to include care for the environment in their core values can see thei

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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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Meghan & Harry’s Royal Influence Could be a Boon for Brands

NetBase

They may not be “senior royals’ anymore, but Meghan & Harry’s royal influence is strong. And it could be a boon for brands moving fast enough to partner with them! Let’s see a few possibilities – and one partnership already in the making – supported by next generation AI-powered social analytics ! Separating from the Royal Family. Meghan and Harry’s super controversial move to take a step back from their involvement with the royal family sent reverberations worldwide – and for good reason.

Brands 73
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4 Steps for a Better Digital Experience

Interactions

Consumers are more connected than ever before. In the last few years, businesses have been in a race to add channels of communication to better reach their customers where they are. And it has worked, to an extent. I now have the capability to schedule a doctor’s appointment through an app. I can pay my credit card bills through my smart speaker, without even having to pick up my phone.

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The Importance of Onboarding in the Automotive Industry: Part 1

InMoment XI

The Automotive Employee Journey Let’s start with some good news. According to Tinypulse.com, 91% of employees are retained by an organization with an effective onboarding process and 69% of new hires are likely to stay for three years if there is a well-structured onboarding programme in place. But here’s the bad news – 22% of. View Article.

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Confirmit Horizons Version 2019.05 Fact Sheet

Confirmit

How does Confirmit Horizons support my business? Confirmit Horizons provides everything you need to develop feedback and research programs that engage your audience, maximize responses, and make it easy for you to share and act upon the data you gather. Confirmit Horizons offers a true multi-mode feedback collection, reporting, and analysis platform – with real-time closed-loop alerting, collaborative action planning, verbatim categorization, and sentiment analysis, and the ability to inte

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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.