Mon.Jan 10, 2022

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When It All Comes Down to Business, It’s “People First”

Bill Quiseng

For many years, there has been a stranglehold of the “Profits over People” mentality on business. Senior executives care about revenue dollars, market share, the stock price, bottom-line profits, even their competitors, more than their people. Listening to the sweet cha-ching sound of profits, these bad bosses do not hear their grumbling employees and complaining customers many hierarchical rungs below.

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How to Kick-Start Digital Transformation in Business?

Customer Think

“Digital transformation isn’t about tech for tech’s sake – it’s about using technology to achieve business goals.” – Teresa Torres Do you know? 87% of organizations claim to have profitable results after implementing digitization in business. Indeed this digitization has proved to be a boon for businesses. With the immediate business shut down in the […].

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Chief Marketing Officers Need to Adapt or Risk becoming Extinct

The DiJulius Group

In 2022, Chief Marketing Officers (CMOs) will need to either expand their skill set and value they bring to their organization or run the risk of being eliminated. For the past several years, the CMO position in corporate America has been on the decline. Branding has changed. It is no longer about building a perception. Read Full Article. The post Chief Marketing Officers Need to Adapt or Risk becoming Extinct appeared first on The DiJulius Group.

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Does “Below the Fold” Content Get Read?

Customer Think

It’s a fact, content below the fold gets less attention. That’s why a best practice in content marketing is to place your best content above the fold. As a marketer, it’s crucial to think about what it takes to ensure that your content gets read, absorbed, and shared by readers across the Internet. When it […].

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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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62 of the best quotes about customer experience

Steven Van Belleghem

Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong. – Donald Porter. Customers will never love a company until the employees love it first. – Simon Sinek. Stop selling, start helping. – Zig Ziglar. If we consistently exceed the expectations of employees, they will consistently exceed the expectations of our customers. – Shep Hyken.

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“Did I Do My Best To….”

Customer Think

I’m a big fan of Marshall Goldsmith. One of the methods he uses to help people continuously improve is his set of questions, usually phrased, “Did I do my best to… ” I’ve been using this approach, daily, for about 4 years. Each day, I rate myself on about 22 questions. some as [.]. The post “Did I Do My Best To… ” first appeared on Partners in EXCELLENCE Blog -- Making A Difference.

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Difference between Gross Revenue Retention and Net Revenue Retention

Customer Think

In the SaaS industry, Customer Retention is the lifeblood of any business. The metric is critical as many venture capitalists look at it and decide whether to fund the business or not. Such an important one, isn’t it? Yes, but why? It is because the new customer pays only around 10-15% of the potential revenue […].

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Contact Center Workplaces Are in the Midst of a Renaissance

DMG Consulting

Contact Center Workplaces Are in the Midst of a Renaissance. Everyone is talking about the Great Resignation, but it might be more accurate to refer to this evolving period as a workplace renaissance, as the changes that are occurring are a catalyst for improvements (or an awakening) in the working world. This is the case for many contact centers, where agents have been under-appreciated, under-recognized and under-rewarded for decades.

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Coaching – the critical sales management skill?

Customer Think

This article was first published in the latest edition (issue 8.1 - January 2022) of the International Journal of Sales Transformation. To learn more about this excellent publication, follow the link at the bottom of this article.Successful sales.

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What should we include in a business case to obtain an IVA solution?

DMG Consulting

Question: What should we include in a business case to obtain an IVA solution? Answer: Intelligent virtual agents (IVAs), which provide increasingly sophisticated customer-facing self-service capabilities, deliver quantitative and qualitative benefits to organizations, both of which have a business value. As most chief financial officers (CFOs) only accept measurable metrics in a business case, use them when developing your financial return on investment (ROI) model.

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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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2022: A Year of Transition and Opportunity for Retail Brands

Customer Think

“Tumultuous” is one way to describe the state of the world over the past couple of years. Yet necessity is the mother of invention, and retailers have certainly been compelled to be inventive in the COVID era. Online shopping has flourished and become more advanced in many ways, while shoppers have grown more savvy about […].

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5 Top Customer Service Articles of the Week 1-10-2022

Shep Hyken

Each week I read many 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. A Nation on Hold Wants to Speak With a Manager by Sarah Lyall. (The New York Times) The meanness of the public has forced many public-facing industries to rethink what used to be an article of faith: that the customer is always right.

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Potentially, How Will The Future Of Work And ‘The Great Resignation’ Impact Customer Experience?

Customer Think

What makes this question so profound, and so pivotal, in both employee experience and customer experience optimization today is that every aspect of value delivery is at play. Further, it should be understood that all stakeholders are keenly aware of when humanity and purpose are being practiced and ‘lived’ by an organization and when there […].

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October 2022

Uniphore

The post October 2022 appeared first on Uniphore.

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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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Why are salespeople spending so much time working, but not selling?

Customer Think

When you hear the term “salesperson,” what do you picture? A well-dressed jetsetter on her way to close a major deal? A grinning car salesman pressuring you to buy a clunker? No matter what type of salesperson just popped into your head, you’re imagining them doing one crucial thing: selling. At Dooly, we recently surveyed […].

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How Technology Has Streamlined the Auto Loan Process

Lightico

If you’re in the market for a new car, you know that getting a loan can be a pain. You have to go from bank to bank, filling out application after application, just to see if you even qualify for a loan. Then, if you do qualify, you have to go through the entire process again with each bank. Thankfully, technology has made the auto loan process much easier. eForm tools allow lenders to prequalify borrowers online, and online auto loan applications make it easy for borrowers to apply for lo

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The future of Customer Experience

MyCustomer Experience

TImage by Computerizer from Pixabay Customer Experience has become a top priority for businesses, and 2022 will be the year that companies. 10th Jan 2022. By Peter Dorrington Co-Founder and Chief Strategy Officer.

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Top 10 Customer Retention Insights in 2021

VOZIQ

As we start the new year with renewed enthusiasm, we have put together for you our most-read insights and guides published over the year. This round-up is a handpicked compilation of AI-driven ideas, best practices, and action plans recommended by our customer retention experts. Read VOZIQ’s top 10 below. Five Tips for Creating a Successful AI-Driven Customer Winback Strategy.

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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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How CIOs Shape Customer Experience (CX)

SugarCRM

Digital technologies have gained a significant role in today’s customer experience initiatives. To meet new rising demands, the chief information officers (CIOs)—the technology leaders driving digital transformation—must become integral players in enabling organizations to win hearts and minds in this era of customer-centricity. Former CIO of Dell Computer Jerry Gregoire prophesied the future of the CIO back in 1999, hence his famous quote, “The customer experience is the next competitive battle

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