Sat.Aug 15, 2015 - Fri.Aug 21, 2015

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How Sentiment Analysis & Social Listening Can Improve the Customer Experience

Callminer

How can contact centers leverage social media to improve the customer experience? Quicker response times, one-to-one engagement, and sentiment analysis & social listening are a few ways. Read more.

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What Customers Need You to Know When they Channel-Hop (Less than 50% of Companies Know This)

Uniphore

You do a lot for your customers. You make it easy for them to reach you in multiple channels. You train your agents about products and better communication. And yet, when customers move from one channel to another to get help, they end up frustrated and ready to abandon your company. Read More.

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Changing Customers’ Habits

Beyond Philosophy

Your brain makes up 3% of your total body weight. However that 3% of your body weight takes 20% of your body’s energy to run. As highly evolved humans, we are always looking for ways to preserve energy, and one of the ways we do this is relying on habit. It’s important for Marketers to understand customers’ habits when marketing to them. We engage in habits every day.

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5 Principles for Great Restaurant Customer Service

Customers That Stick

Restaurants are one of the few truly universal industries because almost everyone has familiarity with them. From a customer service perspective, this makes restaurant customer service particularly challenging because almost every customer has both established service expectations and well-formed service triggers. Those expectations are often pegged to price or to impressions created by the physical environment.

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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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How Company Culture Can Define Your Customer Experience

Win the Customer

When our internal organizational culture makes us happy, we exude that happiness to our customers and create the foundation of exceptional service experiences. “A nation’s culture resides in the heart and in the soul of its people.” Gandhi wasn’t referring to business when he said this, but this quote can and should be implemented as […].

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What Comes First: Big Business Decisions –Or– Customer Experience?

Kerry Bodine

Over the past year, I’ve had several prospective clients get excited about improving their customer experience—and then postpone their CX initiatives because they first need to “prioritize defining the business requirements” or because they’re about to “embark on a major org change.”. This approach always leaves me scratching my head. While these types of initiatives may make leaders feel as if they’re moving the company forward, the lack of customer input puts their decisions and change managem

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Food for Thought: Three Customer Experience Best Practices

PeopleMetrics

As a teenager, while sweating my way through a series of character-building summer jobs, I did a stint as a waiter in a hotel. Every week, I rotated through three dining areas: a diner, a bar, and a fine-dining room. It was a good scenario for learning the basics of dealing with people. It also taught me how good customer experience strategy depends on meeting the expectations of individual customers.

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Earn Customer Desire and the Right to Grow

Customer Bliss

I’m introducing a new word for you to consider: desire. Its time to replace the word ‘loyalty’ with the word desire. What I’ve experienced and observed is that ‘loyalty’ can be something to go get from customers, rather than something to be earned. Loyalty is often defined in this manner because someone has run numbers to correlate that customers who own two products rather than one are more loyal or worth more.

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Leadership Strength: 6 Reasons Leaders Are Harsh vs. Strong #peopleskills

Kate Nasser

Leaders, How well do you show leadership strength w/o being harsh? Don't get stuck in the myths of toughness. Insights fr The People Skills Coach™. The post Leadership Strength: 6 Reasons Leaders Are Harsh vs. Strong #peopleskills appeared first on KateNasser.com.

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Are Experience Consistency and Reliability Emotional Drivers?

Beyond Philosophy

As customer experience consultants who focus on the emotional elements of service and product customer experience and value delivery, we are often asked about the behavioral role of tangible, rational, and functional elements of value and experience. These include the factors we typically associate with quality: completeness, timeliness, cost, functionality, accuracy, etc.

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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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Interview with DST Health Solutions CXO Lisa Crymes: Creating a Multi-Layered Customer Advisory Board Approach

Heart of the Customer

Customer Advisory Boards (CABs) are a terrific way to get consistent customer feedback, and are particularly popular with B2B firms. An effective CAB strategy allows you to stay in tune with what your customers need, and also gives you a forum for bouncing off ideas before they get too far down the road, providing an […]. The post Interview with DST Health Solutions CXO Lisa Crymes: Creating a Multi-Layered Customer Advisory Board Approach appeared first on Heart of the Customer.

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3 Factors Driving Customer Satisfaction the Most in Customer Service

Provide Support

3 Most Important Drivers of Customer Satisfaction. How to increase customer satisfaction? Probably every business is asking this question at a certain stage of their existence. There are so many tips online on how to boost customer satisfaction that sometimes one can get lost in the flood of information. What if we try to look at this question scientifically?

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Three actions to drive customer listening and improve story telling

Customer Bliss

To enable a new state of customer listening, take these three actions: 1. Collect feedback from multiple sources to tell the comprehensive story of customers’ lives. When multiple sources of feedback point to the same issue or opportunity, you’ll see the company debate halt. There is power in convergence. 2. Build one-company categorization of issues, so that they roll-up to volumes that command attention. 3.

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Mega Innovation w/ Employee Morale: JOIN #Peopleskills Chat Aug. 23rd

Kate Nasser

With Amazon.com workplace culture in the news, People Skills global Twitter chat this Sunday will discuss: Can you have mega innovation & employee morale? JOIN #Peopleskills global Twitter chat 10amET to explore w/ The People Skills Coach™. The post Mega Innovation w/ Employee Morale: JOIN #Peopleskills Chat Aug. 23rd 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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Moments of Truth

CX Journey

Image courtesy of symphony of love Do you know the moments of truth for various tasks customers attempt to achieve with your organization? Before you can know or identify your moments of truth , you must first know what that means. So, like I usually like to do, I'll start by defining the concept. BusinessDictionary.com defines moment of truth as an: instance of contact or interaction between a customer and a firm (through a product, sales force, or visit) that gives the customer an opportunity

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Smartwatch Value Driver #4: Leverage the Device Ecosystem

Kerry Bodine

Pop Quiz: Which of the following is best for extended content consumption? A) Tablet. B) Newspaper. C) Smartwatch. If you chose ‘C,’ you’re absolutely incorr—. PARDON THE INTERRUPTION. To continue reading, please switch to another device. Jarring, right? Downright annoying, actually. Smartwatch users hate mid-task interruptions, too, as we learned during our research partnership with AnswerLab.

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CX is the new battlefield | Netflix offers ‘unlimited’ leave for new parents | Victim dies after 911 dispatcher hangs up on caller

The DiJulius Group

Customer Experience Is the New Battlefield – Blogger Jake Sorofman shares findings from the 2015 Marketing Spending Survey done by Gartner. Customer experience is the most pressing mandate for marketers, the top area of marketing technology investment in 2014, and it will lead innovation spending. As Sorofman points out: Customer experience itself is proving to […].

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Delight Customers with (Deceptively) Simple Experiences

1 to 1

In today's hyperconnected, always-on world, the value of a simplified experience can't be overstated. People are busier than ever and demand products and services that deliver pain-free experiences. Most businesses understand the impetus behind this trend, however many still struggle to meet their customers' expectations. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

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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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CX Journey™ Musings: Guiding Principles

CX Journey

Does your company have a clearly defined set of guiding principles? On the heels of the Amazon "exposé," I thoug ht I'd tackle a slightly different angle of the story. I'm not going to weigh in on what's happening there - I don't work there, so I have no idea. Besides, there are always three sides to every story: yours, mine, and the truth, right? Somewhere in between all of it lies the truth about what's really happening behind the scenes.

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Customer Relationships Aren't Business--They're Personal

1 to 1

Personalization has become one of those buzzwords you can't escape. Yet, while brands often regard this term as an integral 'tactic' that's now instrumental in elevating the customer experience, they frequently lose sight of its core meaning. Many marketers become fixated on the process, not the person, therefore missing the opportunity to genuinely engage and interact with their target audience.

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The Opportunity to Innovate is Often Right in Front of You

1 to 1

Author Anne Wilson Schaef once wrote that "we are always surrounded by the doors of opportunity" but that because we're often so focused on a goal, we don't see what's right in front of us. I think there's a lot of truth to what Schaef says and that her musing is applicable for a lot of organizational leaders who are usually so pressed to meet short-term business or operational goals that it's hard for them to see the bigger picture.