Mon.Nov 29, 2021

article thumbnail

Our Competition is Beating Us Despite the Fact We Are Better Than Them

Customer Think

One of our podcast listeners, Jeanne-Claude, wrote about a problem he was having for a recent episode. I am writing about it here today because it is likely a problem some of you share. Jeanne-Claude’s problem is that his company offers a complicate.

article thumbnail

Business Value and ROI of Customer Experience: The Step-by-step Guide

Lumoa

Is it possible to determine the ROI of customer experience, if so, how do you do that? In this article, we explain the relationship between revenue growth and customer experience. In addition, we share tools that will help you calculate the ROI of your own customer experience projects. Most business leaders believe that customer experience will be the key driver of their company’s competitiveness going forward.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Trending Sources

article thumbnail

How to Hire a Freelance Blog Writer for the Success of Your Small Business

Customer Think

Starting up a new business is like taking up the responsibility of a parent because startups need cherishing and nurturing exactly as a child does. It requires maximum safekeeping and immense support and effort till the time it can stand on its own two feet. With all that on your plate, wouldn’t it be great […].

Start-ups 111
article thumbnail

The gift of new integrations

Zendesk

Here are the newest integrations from Zendesk to help your team provide great experiences. Square by ChargeDesk. Square by ChargeDesk (Support) (Chat) (Sell) lets you instantly view every customer’s billing history next to support tickets, chat conversations, and Zendesk Sell information. It also performs key actions such as refunding orders and cancelling subscriptions.

CXM 105
article thumbnail

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.

article thumbnail

How Product Managers Find Out What Customers Really Want

Zonka Feedback

Product managers are often tasked with coming up with solutions to customer problems. The key, however, is that they need to understand the situation in depth before they can find a solution for it. The problem with a lot of product managers is that they don't know what to look for when trying to understand the needs and issues of their customers. This blog post provides an overview of the critical areas that product managers should focus on when trying to understand what their customers need an

article thumbnail

JYSK Netherlands?streamlines customer service and increases agility with?Puzzel 

Logicalware

JYSK is an international?furniture?and homewares?retailer?– and a?great entrepreneurial success story. Since?opening its?first?store in?Denmark?in 1979,?the family-owned company ?has expanded into 50 countries?and now?operates?more than?3,000?stores?with?26,500?employees.?There are?103?JYSK stores in the Netherlands alone. The company runs?28 contact centres?

More Trending

article thumbnail

What's the Weight of Culture?

Conversation Agent

I've been asking myself that question for over two decades. When I came to the US, I was leaving a place that was steeped in tradition—some of it gorgeous. I mean, how amazing is it to be surrounded by World Heritage Sites? To go one city over and discover an entirely new local cuisine? To have your pick of coastline environment to choose from? Or parks in the city?

Sales 92
article thumbnail

How to walk a Fresh way towards CX and EX

Customer Think

On November 11, 2021 Freshworks held its annual Freshworks Refresh event. This year, the event had a hybrid format with around 250 customers, partners and analysts participating on site while around 17k people have registered for on.

CX 88
article thumbnail

5 Top Customer Service Articles of the Week 11-29-2021

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. Increase Employee Retention With These 4 Tips by David Finkel. (Inc. Magazine) Employee turnover is always a stressful situation.

article thumbnail

Is The Future Of Selling PLG?

Customer Think

I read a lot of commentary from “experts” about PLG–Product Led Growth. Apparently, much of the “future of sales,” will be driven by PLG initiatives. I get why sales people revel in this. It leaves all the heavy lifting of “buying” to the customer. PLG is great for sales. We don’t waste [.]. The post Is The Future Of Selling PLG?

Sales 78
article thumbnail

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.

article thumbnail

The Top 3 Customer Service Trends to Expect in 2022

Comm100

The customer service landscape is forever changing as technologies and consumer expectations develop, but 2021 has seen a shift of proportions that we have arguably never experienced. Organizations relying on call center support were forced to transition to digital channels during lockdowns. Query volumes spiked as customers (and companies) faced unprecedented problems, placing huge stress on customer service agents.

article thumbnail

What Are Decision Support Systems And How They Work

Customer Think

Image Source As a business leader, how many decisions do you have to make in a day? With employees to manage, customers to care for, and investors to answer to, you probably have to make more decisions than you think. Some decisions will come easily to you, of course, and your own experience will help […].

article thumbnail

8 ways to adopt and grow a customer service mindset

Zendesk

Customer service is a vital part of not only the customer experience but also the success of a business. It doesn’t matter through which channel customers ask for help, it needs to be executed well. Get it wrong and a lot of other pieces of the customer experience and the customer relationship with your brand will fall apart. Ninety-six percent of consumers around the globe believe customer service is an important factor when it comes to brand loyalty, according to a Microsoft study.

article thumbnail

How to Speed up Efficiency: an Essential Guide For Small Businesses

Customer Think

Every small business owner knows one key piece of information: efficiency is (almost) everything. When you run a small business, every moment of your time needs to be accounted for, because time is money. Small businesses don’t have as much in-built padding as larger businesses, so they feel a lack of efficiency more keenly. Image […].

article thumbnail

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

article thumbnail

Choose to Chat: How to Improve Healthcare Through Conversations with Patients

Customer Bliss

Who among us hasn’t wondered at some point if that slew of tests ordered for ourselves or our loved ones was necessary? Or worried about the effect of repeated scans or the cost? Or if we really need that medication? More important, in the increasing complexity of healthcare, who doesn’t yearn for more conversation about why tests are ordered, and their impact in the near and short term?

article thumbnail

What is brand equity and why is it important?

Customer Think

Your brand is made up of many elements – from its values and vision to its personality and voice. These elements, in conjunction with the products you provide, communicate who you are to your customers. Further, your brand evokes either positive or negative emotions from your customers that leave a lasting impression – one that […].

73
article thumbnail

CRS Virtual October 2021: Key Case Study and Panel Highlights — Part 1

Execs In The Know

In October, Execs In The Know held its Fall 2021 Customer Response Summit (CRS) event featuring nearly two dozen online, virtual sessions including engaging panels, a featured case study, highly informative Shop Talks, and five powerful keynote presentations. If you have yet to tune in to the Fall 2021 CRS virtual event, you can watch many sessions on-demand.

article thumbnail

Today’s hybrid norm could be tomorrow’s workplace crisis

Customer Think

How you work today could be creating downstream issues. We outline what you need to know to manage a hybrid workplace. Should you go to the office today or not? At home there are distractions to contend with, technology issues and the potential productivity drain of work around the house. If you conquer the distractions […].

article thumbnail

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

article thumbnail

CRS Virtual October 2021: Key Case Study and Panel Highlights — Part 1

Execs In The Know

In October, Execs In The Know held its Fall 2021 Customer Response Summit (CRS) event featuring nearly two dozen online, virtual sessions including engaging panels, a featured case study, highly informative Shop Talks, and five powerful keynote presentations. If you have yet to tune in to the Fall 2021 CRS virtual event, you can watch many sessions on-demand.

article thumbnail

Hiring Tips for Startups Hiring First 20 Employees

Customer Think

The hiring process is as time-consuming and exhausting as it is necessary. After all, for years to come, your team members will be your most prominent differentiator. Furthermore, finding the right people to join your team is even more important for a start-up or small business making its first 10 or 20 employees. These initial […].

article thumbnail

JYSK Netherlands?streamlines customer service and increases agility with?Puzzel 

Logicalware

JYSK is an international?furniture?and homewares?retailer?– and a?great entrepreneurial success story. Since?opening its?first?store in?Denmark?in 1979,?the family-owned company ?has expanded into 50 countries?and now?operates?more than?3,000?stores?with?26,500?employees.?There are?103?JYSK stores in the Netherlands alone. The company runs?28 contact centres?

article thumbnail

The New Hybrid Field Service Model: Does Visual Assistance Have A Part To Play?

Customer Think

The pandemic has transformed how field service is delivered, with the industry focused on servicing customers in the most efficient way possible. On the one hand, 65% of customers report that they would avoid technician visits unless strictly necessary, a sentiment that has resulted in the explosion of remote service delivery. On the other hand, […].

article thumbnail

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

article thumbnail

Creating Harmony Between Marketing, Sales, and Service

SugarCRM

When we think about three of the key pillars of CX—marketing, sales, and service—we discover that rather than working together like a well-tuned trio, each plays their song, often without listening to the other players around them. . For over three decades, marketing, sales, and service have struggled with siloed data, not sharing customer information and insights, which ultimately caused failing the customer themselves and diminishing the profit.

Sales 49
article thumbnail

Make hay while the sun shines!

Customer Think

Why data transformation is critical for logistics companies right now ‘Christmas is cancelled’ screamed the front page of one red top recently. Another: ‘Empty shelves as UK set to starve’ and another: ‘UKL’s cheapest supermarket blames fuel crisis for being unable to expand’. Clearly there are supply chain issues and currently demand in the losisticws […].

69
article thumbnail

5 ways how knowledge management elevates the customer experience

Knowmax

The post 5 ways how knowledge management elevates the customer experience appeared first on Knowmax.

article thumbnail

Contextual data delivers personalised experiences

MyCustomer Experience

CYou hear it all the time in the world of e-commerce: The most effective marketing targets the right customers with the correct messages at. 29th Nov 2021. By Diane Keng CEO and co-founder.

article thumbnail

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.

article thumbnail

How brand experience is helping this New Zealand company become the latest market disruptor

Qualtrics

New Zealand’s picturesque Hawke’s Bay is home to one of the world’s newest disruptor companies, Rockit Apple. This small but mighty company, which exports apples to 30 countries across the globe, is on a mission to become the world’s most loved apple brand - something the company’s latest results suggest it is well on its way to achieving. In 2021, the company has reported a 94 percent increase in apple sales to Mainland China, with some channels delivering a 600 percent increase following its m

Gaming 26
article thumbnail

Sentiment is a make-or-break predictor of success

MyCustomer Experience

SCustomer expectations are at an all-time high, and service levels across industries can’t keep up. Over the last two years, consumer. 30th Nov 2021. By rebeccagrimes Chief Revenue Officer.

52
article thumbnail

Top Live Chat Best Practices for 2022

Comm100

If you’re reading this, you likely have either just implemented live chat on your website or are thinking about it. If you’re the latter, let us help you make your decision – 75% of people prefer live chat over any other channel and it leads to a 40% increase in conversion rate. Convinced now? Whatever your industry, live chat is an incredibly effective channel – when used correctly.

article thumbnail

Shifting Retail Customers through to a Purchase

MyCustomer Experience

SWhen we talk about retail channel shift, the emphasis is usually on the difference between a physical shop and an e-commerce channel. But. 29th Nov 2021. By Samantha Williams Vice President, EMEA.

Retail 52
article thumbnail

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.