Bill Quiseng
MAY 2, 2021
Too often, businesses focus solely on the negative feedback from their customer surveys in CSI fashion, identifying the pain points and taking the steps to eliminate them. While this reactive analysis is critical, it is just as important to embrace a proactive approach, taking as much time examining the positive comments for clues in the experiences that customers raved about in their surveys.
Customer Think
MAY 2, 2021
The COVID-19 has surpassed the radical, conceptual, social, and even pedagogical norms. It has highlighted the shortcomings of the healthcare system and surged the need for healthcare 4.0. During the pandemic, many new healthcare inventions have emerged, from diagnosing infected patients to vaccinating them. In 2021, the medical electronics market’s worth is estimated at $6.3 […].
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Customer Experience Matrix
MAY 2, 2021
The build vs buy debate has existed as long as packaged software itself. Any serious discussion quickly concludes that there’s no one right answer and real question is when to do one or the other. That discussion, in turn, usually leads to a recommendation that companies build software which will create unique competitive advantage and otherwise buy when a satisfactory option exists.
Customer Think
MAY 2, 2021
There’s an old saying “There is only one boss, The CUSTOMER”. Keeping the boss happy by proving the right Customer service is a tough ask. Nearly 50% of all modern-day consumers accept that they had higher customer service expectations from their service providers than what they had just a year ago. With this elevated expectation […].
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Hodusoft
MAY 2, 2021
In order to survive in today’s customer-centric business world, it has become essential for today’s businesses to provide a satisfactory experience to their customers. No matter what industry it is, the business must invest in making efforts to delight its customers. Like various other industries, the transportation industry must also adopt a customer-centric approach to gain a competitive advantage in today’s information-based global business environment.
Customer Think
MAY 2, 2021
The success of any business lies in its ability to forecast change and be armed to manage and strategize plans for the future. If you want to stay at the top of your game, you should know what to expect. For some, it’s a whole new world, but that doesn’t have to be a threat. […].
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Customer Think
MAY 2, 2021
It’s no secret that AI has incited polarized reactions from consumers. People are often excited about the futuristic promise of AI, but are equally hesitant to introduce it into everyday life. Last year, however, we saw a shift. The pandemic established a fundamental need for technologies like AI to help navigate a digital-first world. From […].
Doing CX Right
MAY 2, 2021
Stacy Sherman joins Shep Hyken's Amazing Business Radio to discuss how diversity and inclusion impact the customer experience & best practices to adopt. The post Diversity & Inclusion Within CX appeared first on Doing CX Right.
Customer Think
MAY 2, 2021
What is a Customer Journey Map? A customer journey map is a visual representation of every interaction an individual customer may have with your brand. It’s essentially a roadmap of the full customer experience, from when a customer first becomes aware of your brand to when they make their final purchase. Understanding the customer journey […].
Doing CX Right
MAY 2, 2021
Stacy Sherman joins Shep Hyken's Amazing Business Radio to discuss how diversity and inclusion impact the customer experience & best practices to adopt. The post Diversity & Inclusion Within CX appeared first on Doing CX Right.
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.
Customer Think
MAY 2, 2021
If your marketing platform’s dashboard is still providing a CD-player version of data insight streaming, then chances are your analytics are skipping a few beats – enough so that it’s costing you customers. Outdated dashboards can be as common as discontinued cars, and I get why – the drivers are accustomed to the way the system works, […].
DMG Consulting
MAY 2, 2021
Question: What is the difference between a named and a concurrent contact center seat license? Answer: A concurrent seat license can be used by anyone within an organization without assigning it to a specific individual. This means that the same concurrent license can be used by any number of individuals, as long as they are not signed on at the same time.
Customer Think
MAY 2, 2021
I’m writing this for anyone who owns or runs a company. If that’s you, you weren’t “born” a company owner; you probably came into it after working in some other specialty. Finance, engineering, programming, plumbing, baking. whatever. Now you have.
Customer Think
MAY 2, 2021
I originally wrote today’s post for GetFeedback. It appeared on their site on February 27, 2020. As a follow on to the post, Four Actions to Take on Customer Effort Feedback, you’re likely going to need to prove the ROI of reducing customer effort.
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.
Customer Think
MAY 2, 2021
The sell-side of the seller-buyer equation has been flipped upside down. Transitions to virtual selling are happening at a rapid pace. Plans for complete digital sales transformation are accelerated. Marketing is producing new forms o.
Customer Think
MAY 2, 2021
When you break it down, customer support is a business’ ability to meet their customers’ needs. However, this definition doesn’t take into account the transactional way customer support is handled, and it’s that which improves customer loyalty. If a customer continues to shop with a particular company despite alternatives offering different services, cheaper products, or […].
Customer Think
MAY 2, 2021
Source: Adobe Stock When first confronted with this pandemic we moved quickly to identify the high risks for our employees and our customers and then worked to define the action steps required to minimize those risks. We got everyone involved at all levels of the organizations, followed local, state, and federal guidelines which changed week-to-week, […].
Customer Think
MAY 2, 2021
I was involved in a fascinating Clubhouse discussion on the future of selling. There were all sorts of interesting insights with some drill downs into the implications of those. We all know virtual will play an increased role in how sellers engage customers, but the more interesting perspective is how customers want to [.]. The post The Future Of Selling Driven By The Future Of Work!
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
Customer Think
MAY 2, 2021
Back in 2010, surveys by the CMO Council in the United States and the Chartered Institute of Marketing (CIM) in Britain suggested that on average, marketing staff remained in their position for only 18 to 24 months or less. In subsequent years little seems to have changed. Recent copies of the CIM’s magazine Catalyst have […].
Customer Think
MAY 2, 2021
TweetLinkedInShareEmail A client asks: “We’ve been told that we should use a separate and unique domain for email that’s different from our main Web domain. Is this something you’d recommend?” The most common business case for using a separate em.
Customer Think
MAY 2, 2021
According to the new Retail CFO Outlook survey from accounting firm BDO, 46% of retailers are accelerating digital transformation plans in response to the disruption over the past 12 months, with 44% taking advantage of new opportunities for product/service innovation. One focus area retailers tend to overlook but that has potential for significant ROI is […].
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