July, 2014

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Benchmark Your Voice of Customer Program (Part 1 of 4)

InMoment XI

Voice of customer (VoC) and customer experience (CX) practitioners often ask, “How good is our program?” To help with this need Allegiance has created the new VoC Program Effectiveness Assessment to help you find an answer. The simple online tool walks you through a series of questions about your program and then, assuming you provide.

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Ben Puzzuoli: Improving Front Line Customer Service

Bill Quiseng

This week’s guest post is written by Ben Puzzuoli, Chairman of the Board at Cayzu Help Desk ( www.cayzu.com ). The real benefit of social media is in meeting people who share like interests. My very first management position was with Marriott Hotels. Back then, there were less than 35 hotels worldwide. Recently Marriott opened the J.W. Marriott Hotel in Washington, D.C., its 4000th.

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Why the Comcast Customer Service Nightmare Happens and Why Nothing Ever Changes

Win the Customer

'Service providers often tie employee compensation with negative behavior, and the entire corporate culture is often toxic. This type of behavior is pervasive in corporate customer service and continues to take place.

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Is The Way We Are Going About Customer Acquisition and Retention Dead Wrong?

Maz Iqbal

'In light of the Comcast call that went viral I invite you to listen to these wise words (bolding is my work). There is no question that acquiring and retaining customers is vital to every company, but it’s the way companies are going about it that’s dead wrong … Charles Green, coauthor of the Trusted Advisor, points out that many companies have the client focus of a vulture – the pay close attention to what clients are up to, but only in order to figure out the right ti

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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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Customer Loyalty and Profits Thrive In a Strong Customer Centric Culture

Kristina Evey

'Getting new customers, keeping those customers, and making more money are the goals you have for your business, right? Then let me share one of the most crucial factors into setting up that equation – DEFINE your ideal desired company culture ! If I could shout this from the mountain tops, I absolutely would. All of the clients I work with online and in person have struggled with this concept initially.

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More Trending

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Benchmark Your Voice of Customer Program (Part 1 of 4)

InMoment XI

Voice of customer (VoC) and customer experience (CX) practitioners often ask, “How good is our program?” To help with this need Allegiance has created the new VoC Program Effectiveness Assessment to help you find an answer. The simple online tool walks you through a series of questions about your program and then, assuming you provide.

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Nordstrom’s Acqusition of Trunk Club is a Win for Shareholders, Employees, and Customers

Storyminers

'Nordstrom’s [JWN] acquisition today of Trunk Club (a personal shopping service for guys who hate to shop but want to look good) is reported in the business press today with all the right financial reasons: scale, financial strength, distribution efficiencies, … Continue reading → Blog Customer Experience Retail Apps'

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Technology Is Raising the Customer Service Standard and Creating Overwhelming Customer Loyalty

Win the Customer

'Innovation in technology is raising the customer service standard and we''re just beginning to see its impact in the customer experience.

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What Does It Take To Shift To A Human-to-Human Way Of Doing Business?

Maz Iqbal

'I find myself interested and caring for the human. So the following slogan caught my attention: “There is no more b2b or b2c: It’s human to human” This got me wondering: What does it take for us to show up and operate as ‘human to human’? If we are to do business in a ‘human to human’ way then it helps to have a good grasp of what the defining characteristic of human is.

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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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Customer Experience Mapping Puts the Pieces of Customer Satisfaction & Loyalty Together

Kristina Evey

'Put the Pieces of the Customer Experience Together with Customer Experience Mapping. Call it Customer Experience Mapping, Journey Mapping, Customer Touchpoints… The thing to understand is that the companies that use these practices recognize higher levels of customer satisfaction and customer loyalty. Why is this? Well, I’m happy to explain.

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How to Lose a Customer in 10 Days

CX Journey

'Image courtesy of dalbao Businesses are - knowingly or unknowingly - sabotaging their customer relationships. Customers don''t want to put up with it anymore - and they make sure their friends hear about it. After the popular post I wrote titled 19 Signs Customers Are Just Not That Into You , which sounded an awful lot like the romantic comedy, He''s Just Not That Into You , I was inspired by the title of another rom-com, How to Lose a Guy in 10 Days , for today''s post.

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Benchmark Your Voice of Customer Program (Part 1 of 4)

InMoment XI

Voice of customer (VoC) and customer experience (CX) practitioners often ask, “How good is our program?” To help with this need Allegiance has created the new VoC Program Effectiveness Assessment to help you find an answer. The simple online tool walks you through a series of questions about your program and then, assuming you provide.

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7 Reasons You Might Not Be Ready for Customer Success ….Yet!

Amity

Customer success is an exciting and game-changing opportunity, and a prerequisite for the majority of B2B SaaS companies, but are you ready for it? According to an Aberdeen Report* on Customer Experience Management, the top three drivers for investing in customer experience management (customer success management and customer experience management are often used interchangeably) are: Improve customer retention – (42%).

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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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4 Companies Using Social Media Customer Service Effectively for Customer Retention and Loyalty

Win the Customer

'Social media may never become a traditional contact channel, but it''s still an effective tool for social engagement in customer service.

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Part 3. Engaging Your Employees = Working on Your Company’s Engine

Daniel Group

'This week, I’ll cover the last in a series of three posts related to the connection between customer satisfaction and employee engagement. As we discussed in Part 2, a growing body of research suggests that engaged employees can boost customer satisfaction and contribute to better business performance. The next obvious question, then, and the subject of this week’s entry, is: “So, how do I get employees more engaged?”.

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Read This Before You Hire Keynote Speakers or other Professional Public Speakers

Micah Solomon

'Are you planning on hiring a keynote speaker for a corporate event, industrywide conference, or executive summit? I’ve scored you some helpful advice for you here, because I know that hiring someone to speak can be disorienting. It isn’t something most buyers do every day, as the process is for those of us who speak professionally. (My personal interest in this is pretty direct.

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Transforming the Customer Experience with Big Data

CX Journey

'Image courtesy of fuzzedbuzz I originally wrote today''s post for Intradiem. It appeared on their blog on March 17, 2014. What is big data? and how is it used to deliver a great customer experience? "Big data" has been defined in many different ways and seems to most often refer to the sheer volume of data, but for the purpose of this article, I''m going to refer to the data sources.

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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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Video: Empathy for Comcast

InMoment XI

How to avoid being the next viral customer experience nightmare. Poor Comcast. No doubt you’ve heard about their latest customer service fiasco. They have some stellar offerings and great technology–it is unfortunate that they should be punished so harshly for another customer experience mistake. But the truth is, this sort of thing seems to. View Article.

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The Why Factor

Storyminers

'Make a big shift in focus and start transforming your business by answering this question–why us? Why do you exist for your customer? Why are they really doing business with you?

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Moving from Customer Service to Customer Care in the Age of Customer Experience

Win the Customer

'When you show customer care, you’re proactive, you listen and understand customers, then deliver on needs before they even ask for it.

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True Grit: What Does It Take to be Successful

Daniel Group

'This topic may seem a little unusual for me to be blogging about. Perhaps it is but we are increasingly looking at the connection between how engaged employees are and how this impacts the quality of service an organization delivers and, ultimately, its financial success. I personally think that those people who feel successful at what they do are far more likely to be engaged with their life’s work.

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How to Stay Competitive in the Evolving State of Martech

Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr

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How A Keynote Speaker Can (And Can’t) Transform Your Event

Micah Solomon

'My View From The Podium. As a professional keynote speaker , I know that the obvious part of my job is, well, obvious: I get up on a stage, freshly showered and dressed–me, not the stage–and kick off an event by speaking. For a brief amount of time, usually about an hour. What happens onstage during that brief amount of time is what I’d like to look at today.

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Do You Guarantee Your Customer Experience?

CX Journey

'Image courtesy of Tom with his Nikon Should companies offer guarantees for their products and services? Or is the better question, why don''t they? I saw a commercial the other day where the company offered a money-back guarantee for its product. That got me thinking, as these things often do, about guarantees. If we truly care about our customers, the customer experience, and keeping customers happy and returning, are guarantees a good idea?

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Video: Empathy for Comcast

InMoment XI

How to avoid being the next viral customer experience nightmare. Poor Comcast. No doubt you’ve heard about their latest customer service fiasco. They have some stellar offerings and great technology–it is unfortunate that they should be punished so harshly for another customer experience mistake. But the truth is, this sort of thing seems to.

Article 200
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July 2014 News – New Fall CEM Program, What Taylor Swift Knows about Customer Experience and more

Strativity

. . July 2014 News . . Webcast. . Accelerate Cultural Transformation. Consistently engaged employees are the key to creating better customer experiences and loyal customers, but as companies struggle to keep up with the fast-paced world of cultural transformation they are losing the hearts and minds of their employees. Why? Because nobody likes change. .

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7th Annual CX Report by The Northridge Group Uncovers Priority Training Focus

JUST RELEASED! New research reveals 92% of business leaders would like to provide additional training to their customer service representatives. Soft skills training stands out as a priority area of investment and/or improvement. Check out The Northridge Group’s latest CX research report —the 7th annual CX survey of 1,000 customers and 250 business executives—to see additional statistics as well as insights that businesses can use to benchmark their customer service and improve the overall exper