Sat.Aug 13, 2016 - Fri.Aug 19, 2016

article thumbnail

Why online communities are growing—and how you can get more from them

Alida

Online communities have become a necessity in today’s business world. To appreciate just how dominant they have become, consider these stats: According to Forrester Research’s 2015 Customer Lifecycle Journey report, 81 percent of companies now have community-type support channels—a steep increase from 2012’s 67 percent figure. The 2015 edition of the GreenBook Research Industry Trends report shows that 50 percent of market researchers now use online communities.

2015 0
article thumbnail

4 Common CX Mistakes Business Websites Make and How to Avoid Them

InMoment XI

The concept of improving customer experience is not a new one, but it is certainly gaining more popularity, as every business is looking for more and more effective ways to improve their operations, which will eventually increase their revenue. In the early days of the Internet era, for a business to follow modern trends, it.

Article 227
Insiders

Sign Up for our Newsletter

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

article thumbnail

Mobile Innovation Is Not About Your Phone!

Experience Investigators by 360Connext

What if the future of mobile has nothing to do with the phone in your hand? While “Mobile First” has been the mantra for at least the last few years for most smart companies, it’s really only taking off now. And now it’s almost too late. After attending several sessions, keynotes and panels at the […]. The post Mobile Innovation Is Not About Your Phone!

article thumbnail

3 Things You Should Regularly Tell Your Employees (But Probably Don’t)

Michel Falcon Experience

Whether you went to business management school, or learned how to manage employees in a non-traditional way, you know this: positive reinforcement works! Doing so will, more often than not, increase employee engagement. The Workplace Research Foundation says that highly engaged employees are 38% more likely to have above-average productivity. Employee engagement software company, 15five, recently published a blog post covering some very interesting employee engagement trends for 2016.

Blog 127
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

Leading Customer Experience in a Family Owned Business, with Dave Nelson [CB17]

Customer Bliss

Episode Overview. Continuing to explore customer experience leadership in many different sectors of business, my podcast today is with Dave Nelson, the Chief Customer Officer at Armstrong Relocation & Companies, a very large family-owned business that provides moving and relocation services as the agency for a national moving company brand. In our conversation, Dave and I discussed how he leads customer experience in a family-owned business, and as an agency to a larger corporate entity.

More Trending

article thumbnail

Seasonal Promotions – Don’t Forget These 3 Elements

Beyond Philosophy

Who in marketing doesn’t like a promotion? Promotions produce profit. They are designed to give customers an improved experience, even if it is only “while supplies last.” They get customer’s attention. They keep your brand in their mind and influence their buying decisions. Summer is a popular time for seasonal promotions. But what makes a successful seasonal promotion and how can you incorporate your Customer Experience goals into them?

2013 112
article thumbnail

Amazing Business Radio: Ted Rubin

ShepHyken

Ted Rubin Reveals Tips on How to Build Customer Trust and Get a Return on Relationship (RonR). Shep Hyken speaks with brand evangelist, social marketing strategist, and keynote speaker, Ted Rubin about branding, customer service, customer experience and, most important, building trust (with both employees and customers). Ted is one of the most influential CMO’s followed on social media and he provides us with great tips and ideas to help strengthen your “Return on Relationships” (#RonR).

article thumbnail

Exceeding Customer Expectations Is Nice but Not Necessary

Customers That Stick

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.

article thumbnail

4 Common CX Mistakes Business Websites Make – And How to Avoid Them

InMoment XI

The concept of improving customer experience is not a new one, but it is certainly gaining more popularity, as every business is looking for more and more effective ways to improve their operations, which will eventually increase their revenue. In the early days of the Internet era, for a business to follow modern trends, it.

Article 200
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

Why Arianna Huffington’s Move Is Good for Customer Experience

Beyond Philosophy

I was intrigued by Arianna Huffington’s announcement last week that she is leaving the Huffington Post to concentrate on her new health and wellness startup. Her new company, Thrive Global, is a corporate and consumer platform aimed at reducing stress, exhaustion and burnout and putting an end to the idea that burnout is a necessary price of success.

article thumbnail

Guest Blog: How Small Software Companies Can Provide Awesome Customer Support Without Going 24/7

ShepHyken

This week on our Friends on Friday guest blog post my colleague, Jack Plantin, writes about the importance of customer support and options we can offer for around the clock support. He shares some excellent self-help ideas. – Shep Hyken. 24/7 customer support is great to have, but it can expensive and time-consuming for small companies. Here are a couple ways to make your customers happy, while being lean on resources.

Blog 89
article thumbnail

How Restaurant Owners Make the Most of Customer Reviews

Think Customers

It's unquestionable that for most businesses, customer reviews have become a critical part of customer engagement. In addition to the traditional aspects of running a business, business owners are increasingly paying attention to what's being said about them online. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

article thumbnail

Strategic Customer Experience Action on Voice of Customer

ClearAction

Strategic Customer Experience Action on Voice of Customer Lynn Hunsaker. Strategic customer experience results require a strategic approach in the way we collect data and in the way we take action on it. Of all the strategies within a company, what has the potential to be more far-reaching and impactful than how we understand our funders (customers) and how we cater to their propensity to continue funding us?

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

The Future of the Social Purpose Corporation (Video)

Customers That Stick

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.

article thumbnail

Don’t Tell Me How to Do My Job!

ShepHyken

Empathy and Respect. Have you ever had a customer tell you how to do your job? While that hasn’t happened to me, I don’t think I would like it. But, what if the customer was right and the employee was wrong? What if the “suggestions” were valid, if not even the right way to get something done? The other day I was flying home to St. Louis and arrived at the airport very early.

article thumbnail

Retailers Go Experiential to Stay Relevant

Think Customers

Lately, the mantra for retail seems to be "evolve or die." In the wake of Macy's announcement that it will be closing 100 of its 700 stores next year to divert resources to online, retailers seems to be scrambling to find ways to stay relevant. . There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Retail 63
article thumbnail

These 13 Customer Experience Practices will Improve Customer Loyalty

Bob Hayes

Figure 1. Customer Experience Leaders Outperform Customer Experience Laggards. Adoption of customer experience (CX) best practices plays a significant role in the success of any company. In this post, I present specific customer experience management (CEM) business practices that are linked to high customer loyalty. By adopting these activities into your CEM program, you improve the probability of your success.

Loyalty 64
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

Which Should Come First? The Employee or the Customer?

Michelli Experience

Ok, I admit the issue of employee versus customer primacy falls into the category of unanswerable debates such as which came first the chicken or the egg. That said, many leaders continue to articulate a mantra that either the customer or the employee “comes first.”. While I personally like to side-step this looping debate by suggesting that “all business is personal,” and that personal connections must be formed with the people we call employees in order for those people to profit and serve o

Hotels 60
article thumbnail

5 Top Customer Service Articles For the Week of August 15, 2016

ShepHyken

Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Will Chatbots and AI Replace Federal Customer Service Reps? by Phil Goldstein. (FedTech) Advances in messaging and artificial intelligence technology could replace workers in federal call centers.

2016 69
article thumbnail

Customer Service That Gives Food For Thought

CSM Magazine

If you’ve ever had the pleasure of dining at a Michelin-starred restaurant, then you will know that customer service is a major part of the experience. From anticipating the customer’s needs, making sure everyone feels welcome and appreciated and exceeding expectations, how you make the customer feel is a priority up there with the preparation and taste of the food.

article thumbnail

Attract Amazing Talent with the Right Customer Service Job Description

Kayako

Before you begin searching for the perfect candidates for an open position in customer service, it helps to do some reflection. That is, you need to sit down and clearly define the roles and responsibilities of a job by writing a job description. A good customer service job description—one that will get you qualified matches—accomplishes the following: Describes what the job entails.

article thumbnail

ABM Evolution: How Top Marketers Are Using Account-Based Strategies

In times of economic uncertainty, account-based strategies are essential. According to several business analysts and practitioners, ABM is a necessity for creating more predictable revenue. Research shows that nearly three-quarters of marketers (74%) already have the resources needed to build successful ABM programs.

article thumbnail

Escalating CMO Turnover: Thrive or Dive

Think Customers

According to recent research released by Russell Reynolds Associates, turnover rates among Chief Marketing Officers (CMOs) are at their highest levels since the executive search firm began tracking marketing officer appointments four years ago. The good news for many CMOs is that 61 percent of CMOs left their companies in the second half of 2015 for new opportunities, with 75 percent of the departees remaining in the same industry.

2015 53
article thumbnail

Profiting from poor service is unsustainable

Customer Enthusiast

An article titled Some Absurd Airline Rules in the August 18, 2016 Wall Street Journal caught my attention. What stood out to me was that each of the six rules highlighted in the article increased airlines’ ancillary revenues at the expense of overall customer satisfaction. North America’s airlines charged nearly $11B in a la carte fees in 2015 and this number is only projected to rise.

article thumbnail

Six Reasons Live Chat Keeps Customers Engaged

CSM Magazine

For brands either taking their first steps into the realm of Live Chat or perhaps looking to review current online chat practices, it’s important to get it right so the service truly works for your organisation and of course meets the needs of today’s busy digital consumer. If you get live chat right, it can deliver major advantages all round.

article thumbnail

What Customer Service Representatives Can Learn From Doctors About Delivering Bad News

Myra Golden

Two years ago my dad needed a quadruple bypass and to have 3 heart valves replaced. The surgery came with risks. There was a 10 – 15% risk of death during or shortly after surgery. My family arranged a meeting with my dad’s surgeon where the entire family could ask questions about the surgery. The surgeon walked into the simple exam room to meet with us.

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.