Sat.May 07, 2016 - Fri.May 13, 2016

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Apple Stock Drop Reveals the High Price of Worry

Beyond Philosophy

Emotions affect our behavior, more than many of us like to admit. With so much riding on our behavior in a consumer economy, understanding these emotions and how they influence consumer behavior is a key to increasing customer loyalty and retention in our highly competitive market. One emotion customers feel that no one can afford to ignore in their Customer Experience is worry.

Start-ups 112
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8 Ways to Be Your Customer’s Hero

Customers That Stick

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Is the Golden Rule Part of Your Customer Experience Strategy?

PeopleMetrics

Maybe it’s an attentional bias on my part, but I've noticed a trend of insulting restaurant workers in the news. I’m talking about this type of report from The Washington Post , in which servers leave grammatically inept insults like “im a plad a ” on receipts. Suffice it to say, insult-laden receipts aren’t among our customer experience best practices.

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How the Smithsonian Built their Journey Map, with Samir Bitar [CB4]

Customer Bliss

Episode Overview. Samir Bitar and I had a very spirited discussion about his role in leading a transformation of the Smithsonian visitor experience. Like many folks who attain a Chief Customer Officer level type role, Samir had been developing a robust visitor experience for just one of the 19 museums on the Smithsonian campus. His success there earned him his role to lead the work across the entire Smithsonian campus. .

Gaming 0
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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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Talking Trash: How Damaged Goods Kill Sales

Beyond Philosophy

Distressed jeans may be fashionable, but it’s much harder to sell a product that appears damaged. That’s because we typically believe that a damaged product isn’t worth as much as one that’s in perfect condition. Research into the psychology behind recycling supports this idea. According to the research, consumers make subconscious decisions about the value of recyclables before deciding whether to throw them in the recycling bin or toss them in the trash.

Sales 111
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How Personalization Affects Your Customer’s Loyalty

Heart of the Customer

Guest post by Mark Johnson Since the arrival of the digital age, there have been some major changes between the way banks and their customers interact. The advent of new technology and innovations in the financial industry has brought about an increasingly competitive landscape, with customers these days expecting to be rewarded for their loyalty. […].

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The Exceptionally Easy & Profitable Uses of Customer Co-creation

C3Centricity

One of my clients, who is following the 50 weekly actions for customer centric excellence described in Winning Customer Centricity, asked me for some further ideas on co-creation. Since working more closely with customers is the best way to understand, satisfy and delight them, I am impressed that she is taking co-creation even further. In fact, I […].

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C Suites Shudder As Panama Papers Go Online

Beyond Philosophy

Boardrooms across the world are shuddering as the Panama Papers are put online, allowing both employees and Customers to view their integrity – or lack of it! This is another reputational issue which affects the engagement of employees and Customers. Hearing that the leaders in your organization, or that a company that you buy from, don’t pay their fair proportion of taxes is not popular news.

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Journey Mapping: Start With Your Hypothesis

Heart of the Customer

I’m on the plane back from the CXPA Insights Exchange – our annual conference where we get to share best practices and help develop as CX professionals. I had just led a discussion on journey mapping best practices, where representatives from organizations as diverse as telecommunications, healthcare, and even government swapped ideas and asked questions […].

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SCORM vs Tin Can API: The difference between compact discs and iTunes

ProProfs

Tin Can API and SCORM are both eLearning standards, which help companies to measure the impact of their training programs. At some point in the past, eLearning standards were built for facilitating interoperability between content and LMS; now with SCORM and especially Tin Can API, it’s about tracking learning experiences as much as it is about interoperability.

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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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Building Customer Loyalty in the Internet Age

Provide Support

Building Customer Loyalty in the Internet Age. There are those who still believe that the Internet has taken all the ‘friendly’ out of today’s commerce, but for the most part they would be wrong. In fact, because everything is more accessible (sharing, reviews, product descriptions, company backgrounds and even BBB ratings) the web has enabled much more communication between customers and the businesses that serve them.

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Intersecting Viral Marketing With Emotional Customer Connection: TD Bank’s ‘Home Run’

Beyond Philosophy

Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. As customers in all b2b and b2c sectors steadily become more actively digitized in their daily lives, companies are having to respond, and hopefully stay ahead, in the race to build stronger interpersonal relationships with them. Who’s doing this well, using innovative techniques and setting standards for others to follow?

B2C 74
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6 Types of Difficult Customers Every Operator Has to Deal With

Comm100

60% of consumers decided against conducting a business transaction due to a poor service experience , according to a 2014 report conducted by American Express. It’s clear that failing your customers, no matter how difficult they are, can lose your company a great deal of business. So how do you deal with difficult customers? The first step is to identify the type of difficult customer you are working with.

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Decision & Indecision: JOIN #PeopleSkills Chat May 15th

Kate Nasser

Decision & indecision can create discord between people at work & in life. JOIN The People Skills Coach™ & community for #PeopleSkills global Twitter chat May 15, 10amEDT/2pmGMT to share your views and learn new perspectives. The post Decision & Indecision: JOIN #PeopleSkills Chat May 15th appeared first on KateNasser.com.

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Software Composition Analysis: The New Armor for Your Cybersecurity

Speaker: Blackberry, OSS Consultants, & Revenera

Software is complex, which makes threats to the software supply chain more real every day. 64% of organizations have been impacted by a software supply chain attack and 60% of data breaches are due to unpatched software vulnerabilities. In the U.S. alone, cyber losses totaled $10.3 billion in 2022. All of these stats beg the question, “Do you know what’s in your software?

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Six things that make yours the brand customers cannot live without

The DiJulius Group

World’s Most Admired Companies Fortune Magazine’s 2016 list of the World’s Most Admired Companies was released and it is a very interesting list indeed. It shouldn’t surprise anyone that as you scroll down, the companies that have a reputation for providing a world-class customer experience dominate the list. You will see brands such as Apple […].

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Should You Feel Empathy or Sympathy? Or. ?

CX Journey

Do you know the difference between empathy and sympathy? And when to use one over the other? Have you been using the terms - and the feelings - correctly? There's definitely a difference between the two, and I'll provide examples to call out when to use one over the other. Or even when to use them together, which is often the case, but not always. I'll start with some definitions, as I often do.

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Companies are Turning up the Heat on Journey Mapping with Data

1 to 1

Data-driven customer journey mapping is emerging as a critical tool for engaging customers, as companies look to get the most out of every touch point and deliver more relevant experiences. The concept behind a customer journey map is simple. It's a diagram that illustrates the steps customers go through in engaging with a company. But companies are increasingly using data to be more strategic in mapping those experiences.

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Boost Our Morale & Success: Offload These Baggage Pieces

Kate Nasser

Boost our morale & success by getting rid of the baggage that we carry. Career experience & insight from The People Skills Coach™. | Business, Leadership, Teamwork, Customer Service. The post Boost Our Morale & Success: Offload These Baggage Pieces appeared first on KateNasser.com.

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7th Annual CX Report by The Northridge Group Uncovers Priority Training Focus

JUST RELEASED! New research reveals 92% of business leaders would like to provide additional training to their customer service representatives. Soft skills training stands out as a priority area of investment and/or improvement. Check out The Northridge Group’s latest CX research report —the 7th annual CX survey of 1,000 customers and 250 business executives—to see additional statistics as well as insights that businesses can use to benchmark their customer service and improve the overall exper

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Customer growth comes from experience reliability

Customer Bliss

When I was first thinking about working on a post about KPIs and experience reliability, some of my digital marketing and SEO friends recommended I call it “research-backed KPIs for customer satisfaction.” I actually didn’t want ‘customer satisfaction’ in the title or concept. Why? Because often with organizations, ‘customer satisfaction’ is about survey scores and not about operational performance.

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Riding the Digital Data Tidal Wave

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The battleground for customer experience is on and those who are emerging victorious are using data as their secret weapon. As today's marketers explore the world of digital engagement, data has become the competitive differentiator for how effectively companies engage with their customers.

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Q&A: Lessons in Delivering a Luxury Customer Experience

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These days, it seems as if all customers have heightened expectations for receiving consistent customer experiences. While customer expectations will vary based on each consumer's mindset going into an interaction and what they expect out of it, people who are paying for a high-end product or service typically have amplified expectations. I recently had a chance to discuss some of the components of delivering a luxury customer experience with Ana M.

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Are Companies Ready for the IoT Data Deluge?

1 to 1

There's no ignoring the digital tidal wave of data that's upon us. Every day, consumers create more and more digital breadcrumbs for marketers to sift through, parse, and act on. The data universe will only continue to expand, with digital producing 40,000 exabytes by 2020, according to IDC.

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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