Alida

APRIL 4, 2017

Half of shopping malls in the United States will either close down or suffer steep decline in the next few years, according to one industry analyst. Though brick and mortar sales are down only five percent since 2015, the closure of many anchor tenants has significantly impacted shopping malls. Brick-and-mortar is making a comeback , but many retailers struggle to drive sales. In these precarious times, both established and new retail players need to focus on customer needs.

E Commerce 191

E Commerce 2017 Innovation Retail 191

Customer Bliss

APRIL 4, 2017

Episode Overview. Southwest Airlines has an industry-standard approach to promoting people from within. Sonya LaCore actually began as a flight attendant, rose through many levels of service leadership with in-flight crews, and today is the leader of all in-flight operations. This conversation is about that journey, her calling to serve, and more. About Sonya. Sonya Lacore has proudly served Southwest Airlines for 15 years, Sonya began her career as a flight attendant.

Airlines 204

Airlines 2017 Hospitality Customers 204

Experience Investigators by 360Connext

APRIL 3, 2017

Ever hear of a “stop doing” list? All the cool kids and productivity gurus have mentioned them. The idea is to create a not-to-do list so you are reminded of tasks you should delegate, ignore, or intentionally decide to cease. Thinking in these terms, here’s a quick list for 3 things to add to your stop doing list for the second quarter. By stopping this behavior, you’ll be creating fewer poor experiences and more customer-centric growth opportunities.

2017 187

2017 Customer Centricity Consulting Loyalty 187

Michelli Experience

APRIL 5, 2017

I am a huge proponent of the concept behind the Net Promoter Score® (NPS)®. As you likely know the NPS® is calculated by asking customers: How likely is it that you would recommend our company/product/service to a friend or colleague? Respondents are given choices on a zero to 10 point scale. Those who indicate 9 or 10 are classified as promoters, 7 and 8 are referred to as passives, and respondents who answer 6 or below are viewed as detractors.

2017 111

2017 Loyalty Net Promoter Score Measurement 111

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Alida

APRIL 5, 2017

Long after the Affordable Care Act spurred a shift from fee-for-service to value-based , patient-centric care, many health care providers are still at a loss. What exactly does “patient-centric” care mean? What does it look like, and how should providers implement it in their practices and hospitals? Enter: The kings of customer-centric service, interaction and engagement—retail brands.

2017 154

2017 Retail Customer Base 2009 154

ShepHyken

APRIL 7, 2017

This week on our Friends on Friday guest blog post my colleague, Swati Kungwani, writes about the value of customer complaints to a business. Complaints are opportunities to show how good you can be. Shep Hyken. Treasure the learnings to maximize business earnings! Disappointments can be delightful! The way you look at the issues can make a huge difference in resolving them. Customer behavior is becoming more dynamic. Their demands are ever-increasing owing to the influence of Internet.

2017 119

2017 Blog Poor Customer Service Advertising 119

InMoment XI

APRIL 6, 2017

Next week, join over 500 professionals preparing to gather at CXFusion to learn how to create exceptional customer experiences. Customer experience experts from Reliant, Wells Fargo, Intel and more will share best practices and exciting innovations to improve the way customers interact with brands, products and employees. Caesars Entertainment VP Total Service Terry Byrnes and. View Article. General

2017 200

2017 Culture Sales Entertainment 200

ijgolding

APRIL 4, 2017

There are certain things in life that are indisputable. Money does not grow on trees, is just one example. The earth is round, is another. Additionally, it cannot be denied that we – that is you and I – in fact all people on the planet – are human beings. I know that often human beings behave in a way that puts our humanity in doubt, yet even though not all people share the same moral or ethical code, we are all humans nonetheless.

2017 134

2017 Technology Innovation Customer Centricity 134

transcosmos Information Systems

APRIL 3, 2017

Customer service support should know no boundaries and language barriers. If you are running an enterprise wanting to cater for the global market but think that monolingual customer support is enough to sustain your business, you might be missing out big opportunities. According to a study by Common Sense Advisory , 74% of customers are more likely to buy from a company that offered sales support in their native language.

2017 102

2017 Information Marketing Culture 102

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GetFeedback

APRIL 6, 2017

Learn how BRP’s family of powersport brands turn to GetFeedback to measure and understand customer experience and boost dealer insights. Customer Stories

2017 150

2017 Measurement Insights Brands 150

InMoment XI

APRIL 7, 2017

Voice-of-the-customer (VoC) ROI can be elusive unless you’re adamantly driving customer experience transformation. The key to VoC maturity and ROI is not sophistication or breadth of market research. It’s about viewing VoC itself and VoC actions and metrics as value chains. What is a value chain? It’s a sequence of value-adding activities. Value chain thinking. View Article

2017 200

2017 ROI Metrics Article 200

Forrester

APRIL 6, 2017

We identified 12 essential CX practices every organization must master to create and sustain experiences that drive customer loyalty. An exceptional customer experience (CX) doesn't happen by accident! Take our simple new Customer Experience Practices Survey to learn how well your organization is performing in the essential 12 practices. You'll see these key practices and how we evaluate them.

2017 93

2017 Measurement Loyalty Customer Experience 93

PeopleMetrics

APRIL 4, 2017

Hey, we get it – nobody wants to fail. But the hard truth is that failure is a fact of life. We try, get knocked down, and pick ourselves up to try again. We hold the ‘dust yourself off and get back on the horse’ ethos as admirable. We teach it to our children, and encourage them to learn from their mistakes. And we try to do this ourselves, as well. Failure to Launch vs. Failure to Learn. Here in Silicon Valley, failure is the foundation upon which many successes are built.

2017 94

2017 Culture Innovation Books 94

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Beyond Philosophy

APRIL 5, 2017

Of course, we all make mistakes. Some of us make mistakes multiple times a day. Businesses need to be mindful of mistakes they make that impact their employees and customers. Company Apology Guidelines. A Company needs to have clear guidelines for handling a mishap and how to deliver an apology message. Also, someone in a Senior role needs to sound remorseful and express truthfulness when something wrong has occurred.

2017 133

2017 Banking Communication Books 133

InMoment XI

APRIL 7, 2017

Voice-of-the-customer (VoC) ROI can be elusive unless you’re adamantly driving customer experience transformation. The key to VoC maturity and ROI is not sophistication or breadth of market research. It’s about viewing VoC itself and VoC actions and metrics as value chains. What is a value chain? It’s a sequence of value-adding activities. Value chain thinking. View Article. General

2017 200

2017 ROI Metrics Article 200

Kayako

APRIL 6, 2017

Where do you begin when you develop a new product or feature? Product development can seem overwhelming. There are so many moving parts that trying to create something valuable from nothing can seem impossible. And with so many stakeholders to please, whose opinion should you seek? All too often a product development cycle starts with market research, gets approved by the board, developed and sold by a sales team before support is ever involved.

2017 103

2017 Feedback Metrics Consulting 103

Forrester

APRIL 6, 2017

An exceptional customer experience (CX) doesn't happen by accident. There are 12 essential practices every organization must master to create and sustain experiences that drive customer loyalty. To learn how well your organization is performing in these 12 practices, take our simple new Customer Experience Practices Survey. You'll see these key practices and how we evaluate them.

2017 88

2017 Measurement Loyalty Customer Experience 88

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ShepHyken

APRIL 5, 2017

One of our faithful Shepard Letter subscribers, Warren Danziger, emailed a great story worth sharing with everyone. The short version of the story is as follows: It was time to call the HVAC company that Warren had used for years to come out for the semi-annual inspection of his air conditioner and furnace. As usual, he received excellent service. Shortly after the service call he received an email requesting he complete a survey, which he was happy to do.

2017 88

2017 Customer Service Training Presentation Connections 88

InMoment XI

APRIL 6, 2017

Next week, join over 500 professionals preparing to gather at CXFusion to learn how to create exceptional customer experiences. Customer experience experts from Reliant, Wells Fargo, Intel and more will share best practices and exciting innovations to improve the way customers interact with brands, products and employees. Caesars Entertainment VP Total Service Terry Byrnes and. View Article

2017 182

2017 Culture Sales Entertainment 182

Experience Investigators by 360Connext

APRIL 6, 2017

Service culture is the holy grail for many organizations. It’s the secret sauce of those companies we hold up as the role models of customer-centricity. Companies like Rackspace or Safelite are well-known disruptors in their industries simply because they focus like crazy on their customers. So customer service expert and author Jeff Toister decided to find out: what makes them tick? What really creates a culture that always delivers great experiences for customers?

2017 88

2017 Culture Books Events 88

Customers That Stick

APRIL 3, 2017

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. Customer Service Blog

2017 90

2017 Customer Service Customers Blog 90

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Customer Experience

ShepHyken

APRIL 3, 2017

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. Customer Service Track Shines at Social Media Marketing World by Dan Gingiss.

2017 76

2017 Article Hotels 2016 76

Win the Customer

APRIL 6, 2017

Customer relationship management software has become an essential sales tool for businesses. The global CRM market grew 12.3 percent from 2014 to 2015, from $23.4 billion to $26.3 billion , Gartner reported. By 2020, the market is expected to be worth $48.4 billion. As CRM use has grown more widespread, the number of CRM options available to businesses has proliferated. But no matter which CRM solution you use, a few features are essential in today’s sales environment.

2017 103

2017 2014 Sales 2015 103

Heart of the Customer

APRIL 6, 2017

I’m a huge pizza fan. It’s a major character flaw, and hasn’t helped me in my goal to lose a little of this middle-aged weight. I normally get the expensive pizza from a local chain. But when the kids are home, I’m more likely to look for a less-expensive alternative. And Domino’s fits the bill. […]. The post Let Domino’s (Yes, Domino’s) Inspire Your Customer Experience appeared first on Heart of the Customer. Customer Experience

2017 84

2017 Customer Experience Customers 84

Russel Lolacher

APRIL 4, 2017

Is social customer care important to you? Recently, customer service king o’kings Shep Hyken, visited Social Media Marketing World in San Diego to speak on the customer experience and its changing nature. His experience at the conference inspired him to write this article for 4hoteliers: Social Customer Care Cannot Be Ignored I have to disagree with Shep. I’m not trying to. The post You Can Absolutely Ignore Social Customer Care appeared first on The Upsell.

2017 74

2017 Customer Care Article Social Media 74

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