Wed.Dec 07, 2022

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101: The Generational Guru

The DiJulius Group

In this episode, John welcomes best-selling author and generational guru Mark Perna. Mark is the founder and CEO of TFS Results, a strategic consulting firm. He also serves on the Advisory Council for the Coalition for Career Development in Washington, DC. Through his company, Mark is leading the national paradigm shift in education and workforce. Read Full Article.

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Why Net Revenue Retention Should Replace NPS

Heart of the Customer

“Executives speak three languages: finance, finance and finance.” – Jeff Hiatt, Prosci Founder NRR > NPS Speaking finance is tough for customer experience leaders. One key reason, which I discussed last week, is that we don’t often include financial information in our survey platform, which restricts us to discussing survey metrics. And no matter how […].

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5 Costly Impacts of Falling Behind on Digital Student Engagement

Comm100

Todays’ students expect a lot from their university or college, and so they should. The average cost of tuition and fees to attend a private college in the US is over $38,000. With such high costs, it should come as no surprise to hear that their students have high expectations of their school. However, for many students, there is a key area in which their expectations are not being met — digital support.

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How businesses can level up their CX game

MyCustomer Experience

In 2020, we saw rapid growth and transformation as businesses responded quickly to uncertainty and changes brought by the pandemic. However. 7th Dec 2022. By Peter Lorant COO EMEA.

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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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Our Customers, Not Our Competition, Are the Reason Customer Service Is Important

Shep Hyken

When a client is interested in engaging me to speak at their meeting, I’ll usually ask in our initial call, “Why is hiring a customer service speaker important to you at this time?”  . We get many different answers that include low customer satisfaction, ratings are slipping, we are great and want to stay great, and our competition is always trying to catch up to us, and we need to stay ahead.

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Buy now, pay later, regret forever

The Customer Service Blog

According to recent research by Citizens Advice, young shoppers are at risk of building up growing debts by borrowing money to make repayments on ‘buy now pay later’ purchases. In other words, there is a growing trend for people relying on one debt, to cover another. In the research, it was found that half of 18 to 34 year olds used different types of credit - such as credit cards or borrowing from family - to make these ‘buy now pay later’ repayments.

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Making work from home sustainable

Zendesk

What is the difference between energy consumed in an office for 1,000 employees vs. energy consumed by 1,000 remote workers in their homes? It’s complicated. Companies that have performed a sustainability audit probably know how much power the office consumes. They may have designed the building to run on renewables or to conserve energy. They may have tracked recycling and composting.

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Ethiopian Airlines Soon to be the Most Customer-Centric Airline in the World

Service Quality Institute

I was in Ethiopia for 6 days in November doing service strategy seminars for the Ethiopian Airlines leadership team, key employees and the executive team. They want all their employees to be Customers Oriented, Not Task Oriented. About 2,500 employees attended my seminars in their 500-seat auditorium. We then trained 50 selected leaders to facilitate 3 of our customer service programs.

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Coveo Enables Auto-Generated Search Facets Out of the Box

Customer Think

New intelligent Facet Generator creates best-in-class site experiences and simplified implementation at scale.

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DMG Consulting Releases 2022 – 2023 Cloud-Based Contact Center Infrastructure/Contact Center as a Service Product and Market Report

DMG Consulting

MEDIA ALERT. DMG Consulting Releases 2022 – 2023 Cloud-Based Contact Center Infrastructure/Contact Center as a Service Product and Market Report. Adoption and momentum of CBCCI/CCaaS solutions is strong despite economic downturn. Who: DMG Consulting LLC, a leading provider of contact center, back-office, and real-time analytics market research and consulting services.

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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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CleverTap Unveils RenderMax

Customer Think

A Proprietary Technology to Boost Push Notification Render Rates Up To 90%.

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How customers evaluate you to gain success

MyCustomer Experience

People tend to be less sensitive to improvement the more things improve. Diminishing sensitivity is why what exceeded customers’. 7th Dec 2022. By Colin Shaw Founder & CEO.

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How to Turn Business Hardship into a Service Opportunity

Uplifting Service

[link]. One thing that most successful organizations have in common: They know how to turn a major challenge into a big opportunity! We saw this during the pandemic, when businesses around the world were forced to get creative. Those that survived and thrived took FULL advantage of the opportunity to serve their customers better, take better care of their teams, contribute more to their communities.

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Amazing Way Customers Evaluate You to Gain Success

MyCustomer Experience

People tend to be less sensitive to improvement the more things improve. Diminishing sensitivity is why what exceeded customers’. 7th Dec 2022. By Colin Shaw Founder & CEO.

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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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Five9 Elevates Omni-Channel Customer Engagement with Innovations in Digital Self-Service, AI Design, and Analytics

Customer Think

Updates to the Five9 platform help companies create fluid experiences across digital and voice channels and unlock more value from their contact center data.

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New Partnership: Lumoa in joint partnership with CX Unraveled

Lumoa

When making strategic decisions for your business, listening to the voice of your customers gives you more insights into their expectations, wants, and needs. It’s also the same value we wish to convey to every business we work with. And we are proud to say that when we find one, it usually starts with a simple value we both share: customer-centricity.

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The 4 Most Effective Chatbot Examples

Comm100

Customer service is always changing, and there’s no better symbol of the shift in today’s customer service than chatbots. The technology driving chatbots has improved drastically in recent years, and organizations are now racing to introduce automation to their customer service. In the best chatbot examples, organizations save costs, improve service availability, boost efficiency, and more.

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How to Cope Better With Loan Extension Requests

Lightico

Financial institutions are currently dealing with increasing borrower defaults and delinquencies due to the economic downturn. Yet many responsible consumers prefer to take a proactive approach and request a loan extension when they’ve fallen on hard times. Here, we’ll discuss how banks and auto lenders can use automated workflows to streamline and expedite the loan extension request process.

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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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The Two-Word Solution to a Tricky Service Problem

Uplifting Service

[link]. The secret to creating experiences that make your customers feel GREAT is to improve every perception point in their experience. That means paying attention to the details and UPLIFTING everything that your customers see, hear, touch, smell, and feel at each moment of experience with your organization. Watch the video to discover how Changi Airport got creative and figured out how to add genuine smiles to a part of the airport experience that visitors rarely enjoy.