Sat.Mar 11, 2017 - Fri.Mar 17, 2017

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Brainshark B-B Chief Customer Officer Diane Gordon – CB42

Customer Bliss

Episode Overview. Diane has an interesting background for a CCO — she actually began as a technical writer. One of the more interesting aspects of this discussion is about the skill development necessary to grow into a customer-facing role — and how that professional journey can really start from anywhere. About Diane. Diane has been working since the early 1980s, serving in a number of transformative customer experience roles.

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How to avoid the Innovator’s Dilemma: A look at Snapchat’s disappearing users

Alida

Five years ago, Snapchat disrupted social media with its carefree, ephemeral media and augmented reality features. Fickle young users, myself included, came from Instagram in search of something more disposable, fun and interactive. At a time when social networks seemed overrun by ads and news stories, Snapchat offered a momentary escape. It was a refreshing way to share some of life’s sillier or less photogenic moments.

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Surprisingly Easy: The Path To Customer Loyalty

Beyond Philosophy

My first manager had a poster on his wall that said, “There isn’t a lot of traffic on the extra mile,” a tenet of Customer Service. Today, that poster might read, “Why meet customer expectations when you could exceed them?” Exceeding expectations and going the extra mile are still important concepts for front-line employees, but not for the reasons many like to think they are.

Loyalty 121
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#SXSW: Emerging AI with a Focus on Greater Experiences

Experience Investigators by 360Connext

It’s been an eventful few days during my latest pilgrimage to the South By Southwest (SXSW) Interactive Festival in Austin, Texas. Yes, I’ve had my share of good barbecue, live music and a few margaritas. Copyright 2017 · 360Connext. But I’ve also been soaking in the “next” that is what is shared here. The overwhelming theme this year is about artificial intelligence and using it for good, so here are a few themes that seem to be permeating the zeitgeist. 1.

2017 152
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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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How does a customer-focused CEO make decisions?

Customer Bliss

We’ve talked before on this blog about the need to be a customer-focused CEO. But since CEOs are often the major decision-maker within an organization, it’s important to understand the decision-making styles of customer-focused CEOs. Because the C-Suite as a whole tends to make dozens (if not hundreds) of decisions in a given week, having an understanding on what specific decision-making styles make for leaders with a stronger customer focus is going to be helpful as you grow your own business.

More Trending

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Startling Revelation! Tell More Jokes To Get Ahead in Business

Beyond Philosophy

When I was a kid, my teachers labeled me the class clown. I wasn’t one for long winded jokes, but I was always ready with a snappy comeback, a sarcastic comment or a funny observation. My classmates loved my wisecracks, but I have to admit that I spent more time honing my sense of humor than reading my textbooks. As I’ve gotten older, I’ve held onto my wisecracking ways and yet, I’ve been successful in business.

2017 125
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Revisiting Convenience – Lessons from H20

Michelli Experience

I’ll admit it I am fascinated by water. Not just any water…A very special water – the kind you find in a bottle. In fact, I think many great business lessons can be found in the world of bottled water. My water fascination dates back to at least 2011 when I wrote the following…. “…bottled water is truly a phenomenon of our time. When I was a kid, water didn’t come in bottles, occasionally I was even reduced to drinking it straight from a garden hose.

2011 92
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Customers Buying Habits Are Changing. Are You Keeping Up?

ShepHyken

Every day I get an email from RetailWire.com, a daily publication that is read by thousands of people in the retail industry. It’s the number one forum for discussions about hundreds of important issues in the industry. Now, before we go further, even though RetailWire.com focuses on the retail industry, what I’m about to share is relevant to every business in every industry.

Retail 93
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The Top Trends in Technology at SXSW

ReviewTrackers

South by Southwest (SXSW), the annual conglomerate of film, interactive media, and music festivals in Austin, Texas, continues to amaze its attendees. This year, the ReviewTrackers team once again conquered SXSW. We hung out at events, watched movies in our cozy Airbnb, ate amazing food at Forthright and Moonshine Grill, and fell asleep in a coffee house after hosting three events in 24 hours.

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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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How to improve survey data quality

QuestionPro Audience

Numerous industry reports have consistently shown that, in comparison to other research methodologies, online research remains the dominant methodology of choice for research practitioners. With nearly 90% of the US population online, followed by 76% in Europe, it’s no surprise why online data collection remains king. When it comes to eCommerce, online sales are projected to reach $523 billion in the next 5 years, up by 56% from the previous year.

Webinar 102
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What Defines a Good Closed-Loop Process?

CustomerGauge

The claim to fame of any successful Net Promoter® program is the ability to react quickly to customer feedback. After all, NPS® is about more than just the score, it’s about what you do with it (i.e., actionable data). However, it isn’t often discussed what exactly qualifies as a good “closed-loop” process, which can often […].

NPS 92
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Amazing Business Radio: Keith Pearce

ShepHyken

Keith Pearce From Salesforce Talks About Your Most Competitive Differentiator: Customer Service. What are the major trends that are evolving in customer service, what do you need to do to keep up, and why? Shep Hyken interviews Keith Pearce, VP Product Marketing, Salesforce Service Cloud. Shep and Keith will discuss the motivation behind businesses doubling down on customer service as customer expectations evolve in the always-on, on-demand environment.

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Effectively Train and Equip Your Customer Service Team for Success

Joe Rawlinson

As a business owner, you probably know well enough that, when it comes to a knack for customer service, employees either have it or they don’t. Some people are seemingly born with the skill for knowing how to take outstanding care of customers, while others just can’t quite grasp how to do it properly. Having said that, even the best CSR team needs proper training to be as successful as possible, and attract and retain customers.

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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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Automated NPS surveys from HubSpot with AskNicely

AskNicely

Because happy customers really are your best marketing tool. Gathering customer feedback in real-time enables a business to be faster and more agile in the way they grow and adapt. Unfortunately for many businesses, the very technology that makes the collection of customer feedback possible is also what makes it hard to act in real time. Customer feedback often ends up being collected sporadically and once you’ve got it, it’s often too late to react.

NPS 60
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Digital Engagement on the Voice Channel

Uniphore

Jacada is dramatically improving the experience of customer service at contact centers around the world. By providing the option to pivot an inbound call to a digital session, customers are able to bypass long hold times and effectively self-service their inquiry. This digital session is launched in-context, when required, and all without the need to download a mobile app.

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Top 15 Mistakes Made By Customer Service Professionals (Infographic)

Provide Support

Your customer service employees are your brand representatives, the human face and the voice of your company. Their competence, soft skills and communication habits count tremendously toward the quality of the service they provide to your customers and impact overall customer satisfaction. So what are the most common mistakes made by customer service professionals?

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“Ms. Golden, I wasn’t able to get your credit card to go through.” (How to Handle a Customer’s Declined Credit Card)

Myra Golden

Story highlights. How to handle a customer’s credit card. After a long day of travel, I stepped out of my Uber and walked into the lobby of the Marriott on Bloor street in Toronto. A friendly lady looked up, made eye contact and welcomed me with her smile. “Myra Golden; checking in” I said, while managing a smile in spite of my travel fatigue.

Banking 58
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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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Hospitality Leaders: Don’t Put Front Office Innovation on the Back Burner

Avaya

The statistics make it clear: consumers’ expectations for services are climbing year over year. Almost two-thirds have stopped doing business with a brand due to a poor service experience, and the majority consider customer service a vital part of brand loyalty. To meet these expectations, nearly 90% of businesses today compete solely based on the CX.

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In 2020, Customer Experience will Overtake Price and Product Quality as the Key Brand Differentiator

Uniphore

Why Digital Customer Service Should be a Top Priority. For a long time, companies have realized the importance of customer loyalty. Having a “good name” in business meant that people recommended buying from your company again and again. Read More.

2020 55
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4 Effective Ways to Run Your Remote Customer Service Team

PeopleMetrics

Having a remote customer service team for your company brings its own unique benefits and challenges. Your company can provide customer service using the power of the web, without employees coming into the office, so it saves on the costs of space and equipment. But to successfully manage a remote customer service team, you need to figure out how you can set up shifts for optimal coverage over the entire day, how to maximize everyone’s productivity and how to avoid having issues slip through the

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Calling Forth The Best From Folks Working For You

Maz Iqbal

“I like coming here!” was confessed with a smile. The speaker? A highly skilled professional who is undertaking a major refurbishment project for me in my home. It hit me that this is the fundamental ask. Every professional including those who deal directly with customer and shape the customer experience is looking to … Continue reading "Calling Forth The Best From Folks Working For You".

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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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Chatbots and bots - what they mean for customer experience

Eptica

Date: Wednesday, March 15, 2017 Chatbots and bots - what they mean for customer experience. Published on: March 15, 2017. Author: Pascal Gauvrit Talk of artificial intelligence and chatbots is currently everywhere in the customer experience market, with analysts, commentators and vendors all discussing the benefits that this type of technology can provide to brands and their customers.

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Reasons To Choose Philippine Call Center Services

Magellan Solutions

It has been a widely reported fact that the Philippines overtook India as the new number one destination for call center services in the world. While both are progressing, Third World countries, there are strong reasons why Philippine call center services have been preferred over their fellow Asian counterpart. These are the most common reasons why companies worldwide choose to work with call centers in the Philippines over anywhere else: Superior English communication skills.

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What's The Best Way To Handle Software Outages?

Amity

SaaS Tattler Issue 101: What's The Best Way to Handle Software Outages? Stuff happens. It's unfortunate, and it's hard for everyone. Sometimes it's your fault, sometimes it isn't. Either way, it sucks. There are some best practices you should learn now, while your software is up and running, to help you deal with those high-pressure, stressful situations when they happen.

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CX Journey™ Musings: No Budget for #CX Improvements

CX Journey

Image courtesy of aliceheiman No customer experience budget? I haven't written a CX Journey™ Musings post lately, but I found a topic that warrants a bit of reflection. I recently read an article on MyCustomer about a study that Ovum and BoldChat conducted in which they found that many companies don't have the necessary budget to improve the customer experience.

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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.