Sat.Sep 16, 2017 - Fri.Sep 22, 2017

article thumbnail

Unbelievable: Latest Airline Fiasco!

Beyond Philosophy

RyanAir, Europe’s largest airline, in my view are the epitome of a poor Customer Experience. Over the last few days, they have proven this yet again as the airline has begun cancelling hundreds of flights. Hapless travelers are stranded in far-flung cities or stuck at home when they expected to be on holiday. Ryanair announced last Friday that it would cancel 40-50 flights per day for the next six weeks.

Airlines 153
article thumbnail

State of Analytics In Customer Programs: Customer Loyalty Focus, Machine Learning Adoption and the Data Science Skill Gap

Bob Hayes

A new customer analytics survey of 80+ companies provides a look into the state of analytics in customer programs. Only 32% of respondents are satisfied with their company's use of analytics to create a competitive advantage. The use of multiple survey methods is the most common practice across companies (80% of companies). The use of machine learning was one of the least adopted practice in customer programs (38% of companies).

Loyalty 113
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 Improve Customer Satisfaction – Eric Berne’s Three Ego States

LiveChat

Some time ago, I read a mind-opening book about communication in relationships. In the chapter dedicated to emotions, the author stated that the unconditional love happens between parents and their children only. Not really surprising, I know. But what the author also stated was that in all other relationships, we love because we have a reason to do so.

article thumbnail

The Evolution of Kohl’s

Customer Enthusiast

I was recently invited to contribute to CX Factor, a web series hosted by Mark Fidelman, CEO of Fanatics Media, that shines a spotlight on world-class brands known for delivering smarter, superior experiences to today’s modern, connected customers. The episode in which I participated featured Sunil Bhardwaj, SVP, technology, platform, and data science for Kohl’s.

Fashion 105
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

5 Strategies for Creating a Customer Service Culture

CSM Magazine

One of the most common challenges I hear from managers and business owners is how to get staff to provide better service. Over the years I’ve observed that the organizations who nurture the best service behaviors use these five strategies. 1. Educate towards Empathy. It’s easier to get employees to care about customers by putting them in the place of customers.

Culture 80

More Trending

article thumbnail

Why Healthcare Organizations Should Focus on the Consumer

ReviewTrackers

The patient is a consumer. As out-of-pocket healthcare costs continue to increase, patients are doing more research when they search for a healthcare provider. To understand the role of consumerism in healthcare, we spoke to Preston Gee, vice president, strategic marketing at CHRISTUS Health. He says that while it’s important for a hospital to be focused on the patient, it’s the consumer, the individual who is not a patient yet, that is the person who is still making the decision as to whe

article thumbnail

A 6-Year Chief Customer Officer Role Roadmap, With Libby Duane Adams – CB69

Customer Bliss

Episode Overview. Libby Duane Adams is a disciplined and mature CCO leader who shares her 6-year strategy for making the role a growth driver in her organization. For those driving B2B technology companies, you will not want to miss her actions, path and how she drove success. About Libby. From her LinkedIn: Libby is the Chief Customer Officer and founding partner of Alteryx, Inc, Alteryx® provides strategic analytics software for enterprise and SMB companies making critical decisions about how

article thumbnail

Amazing Business Radio: Judy Hoberman

ShepHyken

Judy Hoberman Shares Tips for a Better Customer Experience. Are you looking to deliver a better customer experience? Then you are in the right place! Shep Hyken interviews Judy Hoberman, President of Selling in a Skirt – international speaker, trainer, coach, mentor, and author, who has a passion for customer experience. Featured Interview: Shep and Judy Hoberman discuss how S.K.I.R.T. and K.I.S.S. can help you create better customer experiences for your organization.

article thumbnail

4 Retail Technology Trends To Keep An Eye On

iPerceptions

Today retailers have an incredible challenge to make themselves stand out from the pack and keep consumers attention. Whether it’s the in-store experience in brick-and-mortar locations, or the overall omni-channel experience , retailers are looking at offering a unique customer experience as a way to differentiate themselves.

Retail 112
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

Customer Service Cheat Sheet for Live Chat Operators with Examples of Responses

Provide Support

Cheat Sheet for Live Chat Operators. Chat etiquette plays a huge role in customer service. Professional and authentic interaction with clients goes far beyond the opportunity to make a sale. It helps to build a lasting relationship with the customer, inspire future communication and create fans and advocates of your brand. How to treat the customer to be able to appreciate all these benefits and escalate your service to a more professional and human level?

2003 111
article thumbnail

We May All Be Different BUT We Are All Irrational!

Beyond Philosophy

Asking strategic questions helps you understand your Customer Experience (CX), determine a focus for your efforts, and deliver a successful CX outcome. However, one question is the most vital to success with your CX strategy, and it isn’t about them; it’s about you. Forget to ask it, and you can forget about delivering on your CX objectives. The question is this: How much do you embrace customer irrationality?

Sports 77
article thumbnail

5 Top Customer Service Articles for the Week of September 18, 2017

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. 3 Techniques to Help you Really Understand your Customers by Shay Namdarian. (Collective Campus) Establishing a detailed understanding of your customers is essential in achieving business goals and creating a customer experience that is a key competitive advantage today.

2017 81
article thumbnail

Is Your Digital Presence Eroding Your Customer Value?

Strativity

It was the one question they forgot to ask. The bank designed a complete digital transformation that included sophisticated mobile and digital self-service platforms, which empowered employees to conduct business at their own pace and preferred location. They cut the strings that bound customers to physical branches and, in fact, shut many down. All of these efforts were backed by market research, trend assessments, and technology discoveries.

Banking 75
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

Hug Your Haters (Even If They Don’t Hug You Back)

AskNicely

Haters gonna hate. Don’t believe me? Ask Taylor Swift (or Ice T, if campy late-90s gangsta rap is more your flavor). In fact, there’s no escaping the occasional feedback from the world’s Negative Nancys. It doesn’t matter if you and everyone else you know is madly in love with your product. Actually, one of the very few simple guarantees in life is that not everyone is going to love you.

article thumbnail

Top 5 Most Recommended US Banks, Based on Net Promoter Scores®

CustomerGauge

In their past Global Consumer Banking Survey, Ernst & Young (EY) said that opening and closing accounts are more closely tied customer experience than rates, fees or location. Moreover, traditional banks are coming in competition with the emergence of “FinTech” or Financial Technologies, which offers the streamlined customer experience that consumers are looking for.

article thumbnail

Guest Blog: An Unlikely Business Makeover

ShepHyken

This week we feature an article by Josh Linkner about the DMV, The Department of Motor Vehicles, experience. The location he writes about is a great example of how to provide an Amazing customer experience! – Shep Hyken. When you think of terrible customer service, what types of companies come to mind? You may be thinking utility companies, budget airlines, wireless carriers or shipping companies.

Blog 81
article thumbnail

Think of Your Clients as People — Not Numbers

SurveyGizmo

I first heard of this great ideology at a conference a few years back — we aren’t in the business-to-business world or the business-to-consumer world — rather, we are in the human-to-human world. This was popularized by Bryan Kramer , CEO of Purematter and frequent TED Talk speaker on the topic of H2H. “Businesses do not have emotion,” says Bryan Kramer.

Books 66
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

Your CX Scorecard is Probably Measuring the Wrong Thing

Heart of the Customer

“The purpose of a business is to create and keep a customer.” – Peter Drucker I love that quote. In one short sentence, Drucker summarizes what a business – and customer experience (CX) – is all about. But despite that wisdom, companies continue to focus primarily on creating customers, often forgetting that keeping them is […]. The post Your CX Scorecard is Probably Measuring the Wrong Thing appeared first on Heart of the Customer.

article thumbnail

The Future of Cognitive AI in Customer Experience

Answer Dash

The ability for companies to collect, store, and manage vast amounts of digital information has paved the way for big data to shape corporate strategy for a variety of departments. The big data push is particularly big within customer experience space, where countless customer touchpoints can be analyzed to improve interactions and increase loyalty.

article thumbnail

What Makes Good Customer Service

ShepHyken

National Customer Service Week is coming up the first week in October. This is a time to appreciate employees for doing a great job taking care of customers. There are many ways companies are celebrating. Everything from an employee appreciation event, like a lunch or dinner, to fun games that are about team building and comradery. And, of course, there is showing some love and appreciation to your customers.

article thumbnail

Reducing Customer Effort – Make it Easy to be Your Customer

NICE inContact

Are you measuring Customer Effort Score? First introduced in 2010, Customer Effort Score (CES) is a fairly new contact center metric. Together with the “tried, trusted and true” Net Promoter Score (NPS) and Customer Satisfaction (CSAT) it helps you to measure just how happy your customers really are. NPS focuses on long-term happiness, whereas CSAT zeroes is on one particular interaction (usually a recent one).

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

Quick Tips to Build a Smart Knowledge Base

Amity

A knowledge base has the power to greatly improve your user experience. It's practically the best solution for customer support, employee collaboration, and coordination with other business processes. However, having this tool in place does not mean that you are going to grasp all of its benefits. To make an effective, smart, and easy-to-use knowledge base, it's important to take several steps.

article thumbnail

Maslow’s Hierarchy and Employee Engagement

Andrew Mcfarland

What would Maslow have to say about employee engagement? Would he say self-actualization is a noble but unattainable pipe dream? Or would he reconstitute his hierarchy to apply to engagement so that the bottom of the pyramid might represent survival.

article thumbnail

What 100 Businesses Say About Live Chat on Their Website

Kayako

So you’re ready to introduce live chat support to your business. Outside of your support job, you might even be one of the 41% of consumers who prefer live chat over any other support channel – phone, email, Facebook or Twitter. You’re probably looking for a seamless live chat tool for your modern business. It must be fast, reliable, and not resemble a relic of the stone age.

article thumbnail

How Brand, UX, and CX work together for Customer Success

Clarivate

Every business delivers a customer experience, and whether this is done with intention or by default, this experience is your brand brought to life. Your challenge is to deliver an intentional customer experience in such a compelling way — whether through the User Experience (UX), through interactions with colleagues (such as Customer Service), or through systems and processes — that this experience drives positive customer attitudes and behaviors.

Brands 53
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.