Sat.Apr 20, 2019 - Fri.Apr 26, 2019

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Psychological Concepts that are Useful in Creating Better CX Strategies

CloudCherry

Most businesses know that it’s not enough to merely market a product to the customer. Along with the product, brands have invested in creating a customer experience (CX) that will keep customers coming back to them. In our article ‘Delivering Customer Experience That Deliver Value’ , we discussed how understanding a customer’s psyche is key in providing customer service that has actual value for your business.

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How to Justify a CX Program—An Overview

GetFeedback

Where would your business be without its customers? It wouldn’t be a business at all. That’s why companies are increasingly dedicating time, energy, and resources to improving the overall customer experience (CX). Although your products and services are essential for a great experience, they’re not the only component. Customers need to easily be able to find answers to questions and contact support when issues arise.

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Re-Engage Your Customers with Customer-centric Research Methods

InMoment XI

Most customers want to tell their service providers about their experiences and relatively few customers take the trouble to contact a company proactively, leaving surveys as one of the primary ways of expressing feedback. However, with good intentions companies have taken advantage of the survey process and forced customers to endure long, boring questionnaires designed.

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Make Customer Delight About Delivering Value with Jon Herstein of Box

Customer Bliss

“Customer delight is incredibly important, but it’s also insufficient,” says Jon Herstein , Chief Customer Officer at Box , a cloud content management company that serves about 90,000 customers. Jon goes on further to say that delighting the customer is insufficient if they’re not receiving value from their investment in your product or service. Delivering value is ultimately the key point of B2B customer success and delight.

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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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Bots and Babel Fish

CX Accelerator

In 2007, I moved to the United Kingdom. This amazing life adventure opened my eyes to cultures, languages, and opportunities I had never experienced in America. Upon arrival, it was clear my American English was not going to cut it in the UK. I immediately started hearing words I didn’t understand, and I’m sure my word choices created some confusion.

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Improve Your Customer Service With These 5 Steps

GetFeedback

Working to improve your customer service has always been important, but in today’s highly competitive business environment it’s more essential.

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How to Evaluate CCO Positions: 5 Steps to Ensuring the Right Fit

Customer Bliss

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. The following is a lightly edited transcript of the video below. On today’s Daily Dose , I want to talk to you about how to suss out potential roles/positions that comes across your desk.

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Whose Your CX Superhero?

CX Accelerator

This Sunday 4/28 is National Superhero Day! We know from our own community that the network of CX superheroes is boundless! Customer experience can be a difficult job, an ambiguous job, and sometimes a thankless job. Nevertheless, we show up with passion and drive to fight the battles against a whole variety of villains.such as the points of tension in the journey, a lack of CX strategy, the leader that doesn’t believe in investing in the contact center and so many more.

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The Difference Between “Surprise and Delight” and Just “Delight”

ShepHyken

Surprise and delight is a great customer service concept. Or is it? The concept behind surprise and delight is to surprise the customer with a level of experience that they weren’t expecting. Obviously, it should be a positive experience. Otherwise, the concept would be called surprise and disappoint. Nobody wants that! A while back, I interviewed Matt Dixon on Amazing Business Radio about the wonderful book he co-authored with Nick Toman called The Effortless Experience , where they cover the s

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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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3 Customer Experience Stories (From Companies Not Named Starbucks) That Will Inspire Your Company to Deliver Better Customer Service

Michel Falcon Experience

Disclaimer : I love Starbucks but I recognize that we share Starbucks stories, and companies like theirs, frequently. I wanted to start sharing stories from companies you might not be too familiar with to give evidence that regardless of your industry or size of company, you too can become a case study. If you know of a great customer experience story please share in the comments section of this post.

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What Is AR or Augmented Reality Technology?

Oracle

The sky is blue. The grass is green. AR (augmented reality) is the next big thing. It’s not all around us yet, but it’s rapidly extending its reach as new implementations surface. This technology places intangible objects alongside real-world ones, with the combo of a headset or mobile device’s camera, sensors, and a specially-crafted app making this whole magic come alive in real time.

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Brian Solis: How to deliver CX in the age of digital distraction

MyCustomer

How to deliver CX in the age of distraction. By. Chris Ward. Thursday, April 25, 2019 - 08:31. Culture. Customer emotion. Customer experience management. Brian Solis: How to deliver CX in the age of digital distraction. Engagement.

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Amazing Business Radio: Mike Grande

ShepHyken

Music and the Customer Experience. Growing Your Business One Customer at a Time. Shep Hyken interviews Mike Grande, the founder and CEO of Rock Out Loud and The Staten Island School of Rock. They discuss Mike’s successful philosophies of providing an outstanding experience to his customers. The Interview with Mike Grande: Focus on a simple growth philosophy: to grow your business one customer at a time.

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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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Welcome, Jade Mulé!

Kerry Bodine

I’m thrilled to announce the addition of Jade to the Bodine & Co. team. As our project manager, she’s working both with clients and behind the scenes to streamline our processes and communications — and, of course, create effective, easy, and enjoyable client experiences across all of our speaking and consulting engagements. Previously, Jade spent seven years at Cydcor, a global leader in outsourced sales and marketing, as a business process analyst and IT project manager.

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The Top 5 Customer Onboarding Metrics and How to Leverage Them

Totango

Onboarding isn’t just about introductions; it’s about acceleration. Customers expect to see value from your product as soon as possible, so customer success teams should focus on accelerating the customer journey in order to deliver returns on the investment. Customer onboarding is the period after purchase when your customer is getting to know your product.

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May is (Journey) Mapping Month!

Heart of the Customer

We’re celebrating Mapping Month in a big way, and I hope you can join us. We’ll have events both in-person and online, to share the journey mapping best practices outlined in our book, How Hard Is It to Be Your Customer? Using Journey Mapping to Drive Customer-Focused Change. Next week we’ll kick off the fun […]. The post May is (Journey) Mapping Month!

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AI Predictive Maintenance and Proactive Customer Assistance

TechSee

A study by The Wall Street Journal and Emerson reported that unplanned downtime – 42% of which is a result of equipment failure – costs manufacturers an estimated $50 billion per year. The costs associated with downtime continue even after production has resumed. According to the Customers’ Voice: Predictive Maintenance in Manufacturing report by Frenus, approximately 50% of all large companies face quality issues following an unplanned shutdown.

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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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The Service Recovery Paradox: How Far Can It Go?

Second to None

Elderly couples are always telling younger couples that successful relationships require the ability to navigate and overcome obstacles as a team, ultimately bringing the couple closer together and making them stronger. The way in which someone handles conflict can reveal a lot about that person. The same concept is true for the Service Recovery Paradox (SRP), a phenomenon that refers to the scenario in which a customer’s loyalty is increased after a company corrects a mistake, more so t

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Guest Blog: ‘Why Build It and They Will Come’ Doesn’t Always Work in CX

ShepHyken

This week we feature an article by Chanice Henry who writes about the importance of listening and understanding your customers in order to give them the experience they want. Wish to inspire a step-change in how customers interact with your brand digitally ? You’ll need to rely on more than simply the allure of a shiny new functionality or a brilliant process you have invented. .

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CI Meaning – Insights into Customer Intelligence

Oracle

When you hear the term “intelligence”, some of the first things that leap to mind include super-secret governmental reconnaissance and AI (artificial intelligence) technology. Although CI (customer intelligence) seems like a completely different story, it bears a little bit of resemblance to the former, in a benign sense, and leverages the power of the latter as machine learning algorithms come into play.

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Six Surprising Things You Can Find Out Thanks to Surveys

Survicate

You can work on your business strategy endlessly, and if there is one thing you can be sure of, it is that you’ll have to change your company strategy at some point. No strategy should be set in stone, unless you want to kill your company – which I strongly believe you work very hard not to do. A business strategy is usually built around a set of hypotheses, some of which will be valid, while others will be erroneous.

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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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The Service Recovery Paradox: How Far Can It Go?

Second to None

Elderly couples are always telling younger couples that successful relationships require the ability to navigate and overcome obstacles as a team, ultimately bringing the couple closer together and making them stronger. The way in which someone handles conflict can reveal a lot about that person. The same concept is true for the Service Recovery Paradox (SRP), a phenomenon that refers to the scenario in which a customer’s loyalty is increased after a company corrects a mistake, more so tha

Loyalty 76
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5 Top Customer Service Articles for the Week of April 22, 2019

ShepHyken

Each week I read a number of customer service and customer experience articles from various 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. Why Anxious Customers Prefer Human Customer Service by Michelle A. Shell and Ryan W. Buell. (HBR) It is clear that these technologies are less expensive to offer than human support.

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Introducing Unforgettable: a CX Video Series from Oracle Customer Experience

ijgolding

If you have ever met me; or heard me speak; or read something I have written; you will know that I am a HUGE advocate of the principle of knowledge transfer. As a customer experience (CX) specialist, I am completely committed to sharing as much knowledge as I can with others so that they may advance their personal, or organisational approach to CX. As a result, when I was asked to contribute to a new educational video series on the subject that has become my vocation, it was a very easy decision

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Learning More About Your Customers: 4 Tactics You Must Try!

SurveySparrow

Running a business can be a challenge, but we can all agree that one of the main goals of your business is to produce happy customers. A majority of customers in your store or restaurant might already be highly satisfied, but issues can still crop up at any time and you might not feel equipped to handle them. So, how can you better prepare your team for those hurdles?

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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.