Sat.Jul 16, 2016 - Fri.Jul 22, 2016

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An Amazing Experience: Personalize your CX Today!

Beyond Philosophy

Many of you will have seen this video of a little girl whose parents surprised her with a new doll? The doll is special because it has a prosthetic leg – just like its recipient. It’s hard not to get choked up as you watch her burst into tears as she hugs her new friend for the first time. The girl’s parents posted the video on Facebook and it quickly went viral.

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How to Build Customer Loyalty through Consistency

Customers That Stick

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5 Reasons Why Customers Can’t Find Your Company Online

Win the Customer

Without the proper website construction and marketing campaign, your business is going to remain lost online. There are several ways to increase your exposure, and most of the methods only require a little time and effort. Paycor notes that according to SCORE, only 51 percent of companies have a website. Assuming you have a website but you’re still not getting traffic, it likely has something to do with the way your website is setup and how you’re marketing to your customers.

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10 Lessons Learned Working In Customer Service

Provide Support

Lessons Learned Working In Customer Service. With so many stories of bad customer service we hear these days, many people are getting the impression that customer service jobs are entry-level or unimportant roles taken just to get by until a better opportunity. Do you share the same view? I hope, not. For me, it’s just the opposite. An experience of working in customer service, even as a temporary job, can be a stepping stone to a great career and many other life achievements.

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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 Startling Truth About Traveling With the Top 1%

Beyond Philosophy

There’s been a lot of press recently about the decline in the American Middle Class and the rapid increase in the incomes and net worth of people at the very top of the socioeconomic scale. Increasingly, these high income people have lifestyles that don’t involve mingling with everyone else. They segregate themselves in posh gated communities, send their kids to private schools and camps, and join elite social clubs.

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Five Rules of Observation and Why it’s Hard to Do Effectively

C3Centricity

One of the best ways to a deeper understanding of your customers is to watch and listen to them whenever you can. Observation and listening are powerful but often underutilised tools of the marketer. It is, therefore, disappointing that so many companies run to conduct market research, usually a qualitative study, as a first step [.]. The post Five Rules of Observation and Why it’s Hard to Do Effectively appeared first on C3Centricity.

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Genius Tips to Improve Your Customer Survey

InteractionMetrics

An Analyst Perspective on Customer Surveys: Customer surveys make up a multi-billion dollar industry, and many of us get at least one per day. But just because surveys are everywhere doesn’t mean they’re always good. At Interaction Metrics, we often find that companies assume they’re ready to launch their customer survey as soon as they’ve opened a SurveyMonkey account and pieced together a few questions.

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Posh Pools and Easy A’s: Students as Customers in Higher Education

Beyond Philosophy

In a recent New York Times article , writer Frank Bruni laments the erosion of higher education as a result of the growing adoption of a consumer model positioning students as customers and colleges as mere providers of goods and services. This trend toward the development and marketing of upscale amenities such as resort-style pools and water parks, state-of-the-art fitness centers, and restaurant-style dining halls at the expense of investment in areas critical to academics is said to be trans

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Five Rules of Observation and Why it’s Hard to Do Effectively

C3Centricity

One of the best ways to a deeper understanding of your customers is to watch and listen to them whenever you can. Observation and listening are powerful but often underutilised tools of the marketer. It is, therefore, disappointing that so many companies run to conduct market research, usually a qualitative study, as a first step to improved customer understanding.

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CCO Survival Skill: Creating a United Leadership Team

Customer Bliss

United leadership is important. I’ve been doing this type of work since 1983 (wow), and united leadership — which I regularly call one-company leadership in my books, speeches, and my five competencies — is as important as anything else. (If not moreso.) I’ve been honored to do 13 episodes of my customer experience podcast so far, and in each episode, I talk with the guest about these ideas.

Sales 48
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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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Cynicism Roots & Effects: JOIN #PeopleSkills Chat July 24th 10amET

Kate Nasser

Cynicism: Thinking the worst of people. How does it take root; What are its effects. JOIN The People Skills Coach™ in #PeopleSkills Twitter chat to explore. The post Cynicism Roots & Effects: JOIN #PeopleSkills Chat July 24th 10amET appeared first on KateNasser.com.

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Are You Uber Proof? | Robots Are Taking Over Call Center Jobs

The DiJulius Group

Robots Are Taking Over Call Center Jobs Remember when we used to hear Prince’s song Party like it’s 1999 and it seemed so far into the future. How about year 2020? Well it is just about here, less than three and half years away. Like the show The Jetsons, it is now a reality. Today, […].

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For Sale: Customer Feedback (Part 1)

Waypoint Group

You want to show management that you are a valued employee and produce results that contribute to your company’s growth. You’ve got an idea. How about offering a bounty to customer-facing employees for achieving excellent service. You can run a survey process and bonus those employees that get high scores. After all, “What gets measured gets done” as they say, so let’s bonus employees […].

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Generating Insights for Better Product Development - Part 2

CX Journey

Image courtesy of podenga Today I'm pleased to share part two of a two-part guest post by Paul Laughlin. For the second part of this two-part series on insight generation for product development, I return to that "brown paper" exercise. You may recall that I’d advised bringing together representatives from across your business to run an interactive workshop.

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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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Management #PeopleSkills: How Procedures Quietly Block Listening

Kate Nasser

Don't let procedures block listening. Use management people skills to ensure these 4 situations don't ruin your success. Tips from The People Skills Coach™. The post Management #PeopleSkills: How Procedures Quietly Block Listening appeared first on KateNasser.com.

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Companies Are Embracing Pokémon GO

1 to 1

You may have seen them over the weekend wandering the streets like zombies and glued to their mobile phones. No, they weren't extras in an episode of "The Walking Dead." They were players in Niantic Labs' new augmented reality game Pokémon GO. Since its launch last week, the GPS-enabled game has become an overnight sensation with at least 15 million downloads as of late last week, making Niantic $14 million in just a few days. .

Gaming 36
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Are You a “Traditional” Marketer?

Waypoint Group

Have you evolved to the subscription economy? Let’s face it: Your CEO didn’t ask Marketing to simply run campaigns. Marketing is tasked with generating more business and campaigns are the foundation to meet that objective. And yet we all understand that times have changed: Customers have more power than ever through word-of-mouth (WoM).

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Lean Leadership: Go and See for Yourself

CX Journey

Image courtesy of (Tie)ler I originally wrote today's post for Intradiem. It appeared on their blog on April 5, 2016. I've made minor updates since then. I recently came across the Japanese terms genchi genbutsu and genba ; they're both key principles of the Toyota Production System , which comprises Toyota's management philosophy and best practices.

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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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How to Increase Synergy in B2B Voice-of-the-Customer

ClearAction

How to Increase Synergy in B2B Voice-of-the-Customer Lynn Hunsaker. If you’re looking for ways to gain more value from customer feedback, one of the best things you can do is banish silos. We all know the perils of data silos, organization silos, and so forth. Beyond that, consider the silos of various components of customer experience management (CXM).

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How AI is Shaping the Future of Customer Experience

1 to 1

Booking.com, a brand within Priceline Group, is planning to begin using artificial intelligence (AI) to create personalized travel options for customers. According to Seeking Alpha, Booking.com will begin using AI within its mobile apps to provide travelers with instant recommendations for local events and attractions once they've reached a destination.

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Unilever Buys Cheeky Dollar Shave Club, What's Next for Customers?

1 to 1

Earlier this week, Unilever announced it was buying Dollar Shave Club, with Fortune reporting the sale price for the California-based company as $1 billion in cash, making it one of the largest acquisitions in the e-commerce and subscription markets in recent years. . There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

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Unilever Buys Cheeky Dollar Shave Club, What's Next for Customers?

1 to 1

Earlier this week, Unilever announced it was buying Dollar Shave Club, with Fortune reporting the sale price for the California-based company as $1 billion in cash, making it one of the largest acquisitions in the e-commerce and subscription markets in recent years. Dollar Shave Club founder and CEO Michael Dubin will continue to run the company's razor subscription business as an independent entity.

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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