Thu.Mar 10, 2022

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How observing subtle cues can improve customer service

Inside Customer Service

Last December, I visited three bicycle shops to search for a new bike. I wanted a hybrid bike that was easy to maintain and fun to ride. The employee at the first shop immediately focused what they had in stock, which wasn't much. He didn't ask any questions and barely answered mine. The employee at the second bike shop answered my questions, but didn't go deeper to truly understand my needs.

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7 Ways to Use Customer Feedback in Marketing

Lumoa

Using customer feedback in marketing can give you a huge edge on competitors. And if you’re like most businesses, you probably already get a ton of customer feedback. Support tickets. Reviews. Feature requests. Social media mentions. Customer feedback can come at you a hundred different ways. But if you’re not putting that customer feedback to work in your marketing, you’re missing out on a huge opportunity.

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How This Incredibly Simple Formula Will Truly Make Customers Say WOW

Beyond Philosophy

Serendipity is a pleasant thing. The feeling that you have been lucky, that the gods are smiling upon you, that fate has dealt you a good hand, is a good one, bound to increase your happiness and satisfaction. It feels like magic. What’s more is that research shows that using this simple formula can be magical for your Customer Experiences, too. .

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“The next frontier of shopping is the home!” My interview with Ron Johnson, CEO of Enjoy and Apple store inventor

Steven Van Belleghem

I loved that Ron and Steve Jobs decided to make the stores “as big as their brand” and not just as big as their product line (which is how it’s usually done) and that they then ‘filled’ them with experiences to create engagement. But I’ll let you listen to the podcast episode to hear more about that: Today, Ron is one of the driving forces behind Enjoy, a fantastic Smart Last Mile™ solution with a network of Mobile Stores.

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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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Creating excellent customer experiences with the right e-commerce tech stack

Intercom

The e-commerce landscape has grown exponentially since 2020, with experts predicting that the pandemic accelerated transformation of the digital space by up to five years. With lockdowns preventing in-store experiences, shoppers have gravitated towards brands that can provide the best online experience possible. And, as society reopens, it is vital to maintain ease of movement between in-store and online channels – not just for your customers, but for your teams.

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Easy Listening…and CX Learning

Heart of the Customer

I love to break up my day by getting outside for a nice, long walk. And with a hint of spring in the air, those of us in northern climes will soon be able to do that more comfortably, more often. In addition to warmer weather, this spring may also usher in a host of […]. The post Easy Listening…and CX Learning appeared first on Heart of the Customer.

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How a Simple Formula Will Make Customers Say Wow

MyCustomer Experience

HSerendipity is a pleasant thing. The feeling that you have been lucky, that the gods are smiling upon you, that fate has dealt you a good. 10th Mar 2022. By Colin Shaw Founder & CEO.

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Supporting Ukraine

Zendesk

Like the rest of the world, we have watched with sorrow and anger as war unfolds in Ukraine. Our hearts break for the people of Ukraine, and we hope world leaders continue to look for swift paths to peace. While we do not have any business operations in Ukraine, we are supporting our customers and partners there with payment relief so that they may continue to support their customers without interruption.

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Should ITSPs invest in Multi-Tenant IP PBX?

Hodusoft

Should ITSPs invest in Multi-Tenant IP PBX? The changing landscape of business communications accelerated technological innovations in the telecom space. The last two decades witnessed a rather fast adoption of internet phones (IP phones) and a switch to a multi-tenant IP PBX across industries. VoIP (Voice over IP) which uses IP to connect Private Branch Exchanges (PBXs), is a terminology now being used interchangeably with IP telephony. .

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These 5 Practices Can Lower Your Call Center Attrition Rate

Fonolo

Attrition is one of the biggest challenges in the call center industry. While industry averages lie between a 30-45% attrition rate , some call centers are unlucky enough to experience over three times that amount in a single year. Moreover, call center agents tend to stay a maximum of one year in a role, much lower than the national median of four years.

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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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How To Maximize Email Lead Generation

SugarCRM

The ultimate goal for email is lead generation. Yet, with the endless proliferation of social media channels, some marketers look warily at email as a marketing channel. Even so, 48% of marketers still believe email is the highest performing channel for building brand awareness, nurturing prospects, and increasing conversions. What’s changed in the last few years is that new automation tools have come along and given marketers the power to refine their nurture campaigns, test and tweak email suc