Sat.Sep 03, 2016 - Fri.Sep 09, 2016

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How to Treat Customers: With Respect

Customers That Stick

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The Apple Store Will Be No More!

Beyond Philosophy

Apple is changing. They are paying loads more taxes in Ireland. The new iPhone doesn’t have a headphone jack (or nearly as much excitement as previous iPhone launches). Moreover, the Apple Store is no more! Wait, what? You read that right. In late August, Apple announced that the word “store” would be removed from the name of its retail locations. Quite frankly, this move is much bigger news for their Customer Experience than the release of the iPhone 7.

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Journey Mapping Case Study: You’ve Got to Be in It to Win It

Heart of the Customer

In B2B transactions with large companies, it’s all too easy to forget that no matter how big (or even faceless) a company might seem, individual decisions are still made by individuals, just as surely as if it were a mom-and-pop shop up the street. Journey mapping is the perfect tool to explore the thoughts, feelings, […]. The post Journey Mapping Case Study: You’ve Got to Be in It to Win It appeared first on Heart of the Customer.

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Moving customers from “cost center” to “asset”

Customer Bliss

Within my five-competency customer experience framework , I often call No. 1 — honor and manage customers as assets — the “clincher competency.” This is where you begin to move customers away from being perceived as a cost center and towards being perceived as assets. Let me explain a little bit about what I mean. If I go work with a company on their customer experience delivery, oftentimes I ask executives if they know the volume and value of their new customers.

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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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The 5 Whys: Getting to the Root of the Matter

CX Journey

Have problems? How are you solving them so that they never happen again? How are you getting at the root cause of any issues you or your customers are having? What types of root cause analyses (RCA) are you conducting? Or are you even thinking about RCA? Conducting some sort of root cause analysis (and there are many different types) any time you experience an issue is critical, for the simple fact that you want to nip the issue in the bud and not have it occur again.

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Be Rational About Your Irrationality!

Beyond Philosophy

You are irrational. Your friends are irrational. Your boss is irrational. Unless you happen to know a Vulcan, everyone you know is irrational. I am irrational, too. People are irrational by nature. Irrational behavior makes some business leaders nervous; it is so unpredictable and hard to track. However, hard to track or not, emotions and the psychological responses they trigger affect our buying decisions.

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Post-Labor Day: Kill work stress, focus on CX

Customer Bliss

For many U.S. professionals, today — the day after Labor Day — is one of the worst days of the working year. Labor Day is the unofficial end of summer. So you come off a three-day weekend — which is usually pretty hard as it is — and as you come off it, you’re thinking “The summer is over.” The summer is a looser time at most offices.

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Using Your Employees' Voices to Transform the Customer Experience

CX Journey

Image courtesy of elinor_dear I originally wrote today's post for TandemSeven. It appeared on their blog on January 7, 2016. Fact : Without your employees, you have no customer experience. The linkage between employee experience and customer experience has been proven. It's real, and your employees matter. What is the employee experience? It's the sum of all interactions that an employee has with his employer during the duration of his employment relationship.

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The Preoccupation With Pre-Customers

Beyond Philosophy

Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. Many companies devote considerably more energy and resources to capturing customers than they do to keeping them. But, all customers are not created equal; some have more potential value than others. It’s extremely important for targeting the best customers that their array of value requirements are well understood and that the resources devoted to getting these customers be well-applied.

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Paying Your Dues: What It Really Means & Doesn’t Mean

Kate Nasser

Business: What does paying your dues really mean? It's not what you think. Insights from former corporate employee now entrepreneur The People Skills Coach™. The post Paying Your Dues: What It Really Means & Doesn’t Mean appeared first on KateNasser.com.

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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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What a 13 Year Old Can Teach Us About Customer Service

The DiJulius Group

I have had the good fortune to experience and witness many professionals who truly know how to serve. However, there is one person in particular that consistently blows me away on how he builds rapport instantly with strangers and learns so much about other people in only a few minute conversation. This person is my […].

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Google’s ‘Shop the Look’ Tries to Declutter Mobile Shopping

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Earlier this week, Google unveiled its latest effort to help retailers boost sales through mobile devices. On Tuesday, Google introduced a “Shop the Look” program that lets smartphone users purchase apparel and other products through the images that appear in response to search terms. The program, which is powered by partnerships with sites like Curalate, LIKEtoKnow.it, and Polyvore, pulls images and links to products from blogs, social posts, and retail sites.

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