Thu.Dec 02, 2021

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Three ways to help your employees become brand evangelists

Inside Customer Service

There's something amazing about being served by an employee who loves the brand they represent. My wife, Sally, and I experienced that recently at the Dr. Martens store on Newbury Street in Boston. We walked in the store and Sally quickly zeroed in on a pair of shoes she liked. Scratch that. Loved. "Aren't those great?" asked an employee as she approached Sally.

Retail 261
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How AI-enabled Chatbot Enhances Customer Experience?

Customer Think

Artificial Intelligence is a powerful tool and ignoring its implications is next to impossible in today’s digital world. AI is vital to understanding how modern organizations work and function. AI is truly a gamechanger for organizations Various organizations across the globe a constantly leveraging the potential of AI and ML to enhance interactions, profits, relationships, […].

AI 137
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[Webinar] How to Conquer Labor Shortages with Contact Center Technology

Fonolo

From retail to tourism to food service, almost every sector is currently experiencing major labor shortages , and contact centers are no exception. Though contact center technology has revolutionized the way agents are able to work remotely, managers and directors are still catching up when it comes to finding and implementing strategies to balance staffing needs.

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7 Ways to Increase the Organic CTR of Your WordPress Site

Customer Think

Website builders who are familiar with CMS tools like WordPress can easily develop professional online pages, but sometimes the effort and talent invested in these projects don’t correlate with their success or ad revenue. Though creating high-quality online content is the main goal of any web designer, the harsh reality of the digital industry tells […].

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From Data to Decisions: Maximizing Retail Potential with AI

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and guest speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

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Why Nostalgia is Not Just a Thing of the Past But the Present

Beyond Philosophy

People look back on their childhood and talk about how terrible it was. However, they often do it with a fondness that belies their words. Looking back at the earlier period, they feel good about it, no matter how terrible it was in their description. Customers do this, too. So, the question I pose today is, what part of your customers’ past would they want to relive?

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You have loyal customers; now what?

Customer Think

Five key steps you need to keep building customer loyalty Loyal customers are your most profitable clients and the most effective advertisements you can have for your brand- this is an even greater trend after the pandemic. Things have certainly gone digital, but how we learn and trust products may be more similar. Source: Canva […].

More Trending

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What should B2B sales leaders be prioritising in 2022?

Customer Think

I was delighted to be asked to contribute the following article to the International Journal of Sales Transformation's special report on "Emerging from the Pandemic". I chose to focus on issues that I believe B2B sales leaders should be prioritising in.

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Mobile Growth Slows, Longer Shopping Dates: Black Friday/Cyber Monday Wrap-Up

ModSquad

The 2021 holiday season is here, but many shoppers are still skittish about crowded in-store shopping. Some expected online shopping to dominate this Black Friday. Others believed people would hit the malls to select gifts in person, given news of supply chain issues. Here’s how it played out and what we observed. Forget the headlines, ecommerce is still growing.

Retail 98
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‘Tis the Season: Three Ways Companies Can Meet Their Holiday Hiring Needs

Customer Think

Most companies face hiring and staffing challenges ahead of the holiday season, but the past two years have been especially difficult with the pandemic’s ripple effect creating the toughest hiring seasons on record. For instance, reports from the U.S. Labor Department indicate nearly 4.3 million workers voluntarily quit their jobs this past August. Despite there […].

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How to Create Great Exit Intent Surveys?

Zonka Feedback

On an e-commerce website, the average bounce rate is 40%. And it’s nearly impossible to convert all the visitors who choose to spend time on your website. But what’s possible is to find out what is driving your visitors away and work on the challenges to significantly improve engagement on your website, and thus the conversion rate.

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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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Critical sales acceleration strategies for high performing teams

Customer Think

The journey from being a prospect to becoming a customer is usually a long one in the B2B world, and it’s not often as straightforward as you might wish. What’s needed are clear strategies that B2B sales teams can leverage to accelerate the speed at which they move prospects through the sales pipeline. What is […].

Sales 106
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Top 4 Customer Experience Trends for Financial Services to Expect in 2022

Comm100

In 2021, evolving customer experience trends shook up the financial services industry. Customers demanded digital services to meet their needs, and as organizations rose to the demand, these high customer expectations led to innovative new services. As we look ahead, 2022 promises, even more changes for the financial services industry. To help cut through the noise, we’ve looked at emerging data and expert opinions to predict the CX trends that we expect to see in 2022 for financial services. 1.

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Drive Your CX Strategy With Dashboards

Heart of the Customer

My time as a CX practitioner (as opposed to a consultant) is a bit dated, in that I left that role more than a decade ago. But it’s still important (even more so in my current role) to keep up to date on the state of the practice. That’s how I deliver best-in-class services to […]. The post Drive Your CX Strategy With Dashboards appeared first on Heart of the Customer.

CX 78
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Raising the Bar: Getting Aggressive on CX

Customer Think

Z-Z-Z. That is the sound of many CX programs. Capture scores. Report scores. Celebrate or commiserate. Repeat. Face it: for many firms, CX is little more than a score-keeping activity. Mired in their legacy work and unwilling to make changes, programs have become lethargic, running on auto-pilot. Instead of pushing, prodding and […].

CX 89
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Mapping Digital Transformation: Retail’s Strategic Shift

Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib

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It’s a Wrap! I filmed Two LinkedIn Learning Courses Remotely!

Myra Golden Media

Many of you know me from my popular LinkedIn Learning courses. I’ve loved flying to Santa Barbara, renting a car, and driving to Carpinteria to film my LinkedIn courses. Whenever I’m in Carpinteria, I go to the Seal Sanctuary, lounge at the beach, eat at the beach, read at the beach, pray at the beach – all things beach! Carpinteria Beach.

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Quit Poking the Bear with Gated B2B Content

Customer Think

To gate or not to gate your B2B content?This is a question that comes up repeatedly for B2B marketers and one we can’t seem to answer definitively. Even though we know better, we seem unable to give B2B buyers what they want > unfettered access to i.

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How Chatbots Will Transform Customer Experience in 2022

Doing CX Right

23 CX thought leaders share how chatbots can improve customer service. Read & apply best practices to gain a competitive advantage. The post How Chatbots Will Transform Customer Experience in 2022 appeared first on Doing CX Right.

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IOU Holiday? Loyalty Programs Can Ease Supply-Chain Blues

Customer Think

What is the hottest gift on American wish lists this holiday? Fulfillment. And while many companies can’t work their way around product shortages, they can help their customers feel as if they are getting something they want for the season, by using one of their smartest sales tools: their loyalty programs. Think about it. Virtually […].

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

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Mobile Growth Slows, Longer Shopping Dates: Black Friday/Cyber Monday Wrap-Up

ModSquad

The 2021 holiday season is here, but many shoppers are still skittish about crowded in-store shopping. Some expected online shopping to dominate this Black Friday. Others believed people would hit the malls to select gifts in person, given news of supply chain issues. Here’s how it played out and what we observed. Forget the headlines, ecommerce is still growing.

Retail 52
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4 Effective Marketing Tips to Beat your Competitors

Customer Think

Have you just launched your online business? Well, then congratulations! But simply launching it and waiting for it to take off won’t help. If you want your business to be successful, you need to have a well-laid plan that helps you figure out how to beat your competition and be on the top of your […].

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Why Nostalgia is Not of the Past but the Present

MyCustomer Experience

WPeople look back on their childhood and talk about how terrible it was. However, they often do it with a fondness that belies their words. 2nd Dec 2021. By Colin Shaw Founder & CEO.

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Elves Rule: Employees ‘Make’ The Customer Experience, and Should Be Recognized for It

Customer Think

Santa Claus (with the help of Mrs. Claus) gets much of the credit for spreading Yule joy; but, isn’t it really the elves who are most responsible? Several years ago, business consultant Matthew T. Grant interviewed me for his blog site ([link] and the subject was how, through their employees, companies can move beyond satisfaction […].

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How Personalized Customer Experiences Drive Retail Growth and Revenue

Speaker: Shaunna Bruton - Associate Director of Product Strategy at Orium | Sam Panzer - Director of Industry Strategy at Talon.One | Frank Passantino - Director of Product Management at Bloomreach

More and more, customers are expecting a better personalized CX. But can retailers actually deliver? Data from McKinsey shows that companies that excel in personalization increase their revenue by 40%, but despite these numbers, retailers struggle to implement customer personalization strategies. So what are the potential solutions? Join us to gain a better understanding of the current retail landscape and learn what you can do to translate personalization strategies into practical implementatio

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10 Sure-fire Field Service Scheduling Optimization Tips

cxservice360

If you’re in the field service business, it’s no surprise to you that field service scheduling is one of the major pain points to running a business efficiently. According to a study by Software Advice, 81% of the respondents prioritized scheduling as one of the upgrades they’d like to see in their field service scheduling. Read more.

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Combating a #1 Cause of the Great Resignation

Customer Think

The “Great Resignation” has been a buzz word we have all talked about now for the past several months and it doesn’t seem to be going away. Just recently reported by the BLS, the Great Resignation reached an all-time high in September with 4.4 million workers quitting their jobs. What is the cause of the […].

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NPS Benchmark for Industries and Affecting Factors

SurveySensum

NPS Benchmark for Industries and Affecting Factors. Bird’s eye view of NPS benchmarks across industries. What is a good Net Promoter Score? Factors that influence Net Promoter Score benchmark. Going beyond the benchmark NPS: How can SurveySensum help? Bird’s eye view of NPS benchmarks across industries. To get a brief idea of where your business stands in terms of NPS, you must know the industry benchmark.

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How to be an Inspirational Leader?

Customer Think

One of the expectations as leaders that we have of ourselves is to be inspirational. Everyone talks about how it is important for leaders to be inspirational, to lead their teams to places that they may or may not want to go, to achieve a lot more.

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Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

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Top 10 Reasons to Link Marketing Automation with Sales and Service

SugarCRM

I apologize for the clickbait title, but who can resist a good Top 10 list? I know I cannot. . As a CRM platform vendor, we help our customers use our products across marketing, sales, and service. With Sugar Market , Sell , and Serve , we work with marketers on how they can best engage with sales and service teams to drive revenue and customer satisfaction. .

Sales 55
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From Promises to Commitments | How to Drive Delight the Mercedes-Benz Way

Customer Think

For context and based on requests, I’m in the process of presenting key concepts from my ten McGraw-Hill customer experience and leadership books. This is the first in the five-post series, “How to Drive Delight the Mercedes-Benz Way.” I.

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How email can reveal useful customer insights

MyCustomer Experience

HData is central to all retail businesses no matter what size they are. Measuring, analysing and acting on data especially important when it. 2nd Dec 2021. By Sam Holding Head of International.

Retail 52
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The 8 Best Customer Service Channels (& How to Pick Them)

Help Scout

Customer service channels can make or break the customer experience. Here are the 8 top channels to consider, plus tips on which to offer.

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2024’s Retail Odyssey: Going Small, Artificial, and Augmented!

Speaker: Kelly Goetsch - Chief Strategy Officer at Commercetools | Jason Cottrel - CEO & Founder at Orium | and guest speaker Brendan Witcher - VP, Principal Analyst at Forrester

Significant modifications are on the horizon for digital commerce in retail and customer experience come 2024. The pace of tech shifts will intensify, businesses are set to defund legacy solutions, and attractive opportunities will surface as social and retail media players join forces. To stay ahead of the curve, digital leaders are experimenting with less risky initiatives and scaling back on outdated projects that no longer yield impactful results.