Beyond Philosophy

MAY 18, 2016

When Macy’s cut its sales and profit expectations this week, some analysts blamed consumer spending patterns and the difficulties facing department stores generally. But as the New York Times reports , at least one analyst placed the blame squarely on Macy’s failure to deliver a compelling customer experience. “The blunt truth is that Macy’s does not give consumers a reason to visit its stores,” said Neil Saunders, CEO of Conlumino, a research firm. “In many locations sho

Retail 113

Retail Customer Loyalty Sales Customer Experience Management 113

Customers That Stick

MAY 15, 2016

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Retail 84

Retail Customer Retention Customer Service Customer Experience 84

Heart of the Customer

MAY 18, 2016

Eighteen years ago, my son Danny taught me everything I needed to know about customer journeys. At just three years old, Danny wasn’t a verbose child. So when he talked, we paid special attention. One night when we put him to bed, he put his hands over his crotch and simply said, “Hurts.” If you’ve […]. The post Where I learned about the importance of customer journeys appeared first on Heart of the Customer.

Customer Experience 60

Customer Experience 60

Customer Bliss

MAY 19, 2016

It’s been a busy week (aren’t they all?) because of CX Week , where I had the pleasure of speaking with Mark Ramsey of Audi about their customer experience transformation. I did want to create a quick blog post about customer experience competencies, however. I write about this often because it’s the cornerstone of the work we all do.

Customer Experience 68

Customer Experience Social Media Engineering Innovation 68

Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

Customer Loyalty

Beyond Philosophy

MAY 16, 2016

Are you unhappy at your job? Do your Sunday night blues last until Friday at 5 pm?Do you have an elaborate fantasy that involves telling your manager off shortly after winning the state lottery? If you answered yes, then are you reading the right article. I am about to reveal the secret to being happy at work. Happiness is a topic that gets a lot of discussion.

Outlook 0

Outlook Sales CX Customer Experience 0

ClearAction

MAY 16, 2016

Marketing Maturity Mobilizes Customer Experience Mojo. In sports skills , maturity matters because it puts your game at the top echelon of competition. In human development , maturity matters because it means wisdom, a well-rounded personality, capability for success under a variety of circumstances, and greater satisfaction in relationships. In marketing , maturity matters for the same reasons!

Customer Experience 54

Customer Experience Sports Predictive Analytics Gaming 54

Provide Support

MAY 17, 2016

According to McKinsey survey 70% of buying experiences are based on how the customers feel they are being treated. More and more companies put the customer service at the forefront today. Understanding the importance of good customer service is essential for any business when looking for new customers, retaining loyal customers and developing relationships with prospective customers.

Customer Service 50

Customer Service Technology Technology Customer Experience 50

Beyond Philosophy

MAY 17, 2016

Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. Some may remember an episode of ‘90’s sitcom ‘Murphy Brown’ in which Candace Bergen, as Murphy, is viewing a focus group about her news program, FYI , through the two-way mirror. In a key scene, focus group participants are asked to describe the personalities and presentation styles of various members of the program – beginning with Corky, Frank, and Jim; and they do so in positive, glowing terms.

Sales 74

Sales Customer Loyalty Innovation Customer Experience 74

Waypoint Group

MAY 20, 2016

I’m coining a new term. Avg-holes. It’s pronounced Average-holes. I use the abbreviation, for obvious reasons. It’s the same connotation as the other A-Hole word; only this one applies to people who put the weight of their business’s plan on customer averages. I recently read an article about the ratings system on movie review websites. You know, the ones that assign a letter grade or percentage grade to movies.

B2B 40

B2B Construction Start-ups Customer Relationship 40

The DiJulius Group

MAY 19, 2016

Win a ticket to the 2016 Secret Service Summit! We want to hear the best things you took from last year’s Secret Service Summit, how you implemented those into your business, and the results. Please submit a 90 second video sharing and showing what impacted you and how you used it in your business. The […].

Customer Service 40

Customer Service Customer Experience 40

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Kate Nasser

MAY 18, 2016

JOIN people skills global Twitter chat SUN. May 22nd 10amEDT/2pmGMT to end adult sibling bullying. Host: Kate Nasser, The People Skills Coach™ & community. The post End Adult Sibling Bullying: JOIN #PeopleSkills Chat May 22nd appeared first on KateNasser.com.

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CX Journey

MAY 19, 2016

Photo from www.lucnix.be. 2007-09-08 Today I'm pleased to share a guest post by Paul Laughlin. When I talk with research leaders across the UK (and Europe), I consistently hear some common woes. The problem for research leaders today Many feel under-utilised and almost all suggest they appear to have less influence than they had in the past. With regard to the cause of this "demotion," many cite the rise of executive interest in Big Data and Analytics.

Machine Learning 42

Machine Learning CX Technology Technology 42

Waypoint Group

MAY 18, 2016

The 6 Key Mistakes Companies Make with their Customers. Customers keep the B2B world moving, and as companies grow and markets change, the response to them must also change. Techniques for customer success have been streamlined but not always in a positive way. You may find you’re making some of these mistakes without even realizing it, by doing things as they have always been done you may not be getting the best from your customer relationships.

Customer Experience 40

Customer Experience B2B Start-ups Sales 40

1 to 1

MAY 16, 2016

At the start of every New Year, media outlets, bloggers, and pundits share their predictions for the coming months. In the marketing world, they've been calling for a "post-digital world" for the past 10 years. As 2016 charges along, I'm eager to see more examples of companies entering this post-digital era.

Customer Experience 36

Customer Experience 36

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.

Voice of the Customer

Kate Nasser

MAY 15, 2016

Leadership assumptions create damage you don't foresee. 3 true stories from The People Skills Coach™ on damage to employee engagement, performance, & morale. The post Leadership Assumptions That Damage Tomorrow appeared first on KateNasser.com.

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Customer Bliss

MAY 17, 2016

Episode Overview. THE WORLD’S LARGEST CUSTOMER EXPERIENCE EVENT IS BACK. For Episode 5 of The Human Duct Tape Show — a special one for me, because it comes out during #CXWeek — I speak with Mark Ramsey, the General Manager of Audi Experience, about why Audi made the move to blend their operational customer experience and digital experience responsibilities under one leader.

CX Transformation 32

CX Transformation CX Actionable Insights B2C 32

Return Customer

MAY 18, 2016

In this age of digital media, brands have many ways to offer exemplary customer service to their customer base. The advent of social media has also enabled customers to share their own customer service stories , which, in turn, become the brand’s own walking advertisement and word-of-mouth. What are the reasons that companies with great customer service succeed?

Customer Service 78

Customer Service Social Media Legal Business Consulting 78

1 to 1

MAY 17, 2016

I was recently reviewing a design of an e-book I'd written when the content jumped out at me. It wasn't the words I'd crafted, but rather the stunning images that had been selected by the graphic designer that made the package sparkle. The experience also served as a reminder, as Rod Stewart and Ron Wood penned back in 1971, that every picture tells a story and how important the use of images and design are to content marketing.

Customer Loyalty 33

Customer Loyalty Customer Experience 33

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?

Technology

CX Journey

MAY 17, 2016

Image courtesy of Hoodie Dog Do you know the 12 Laws of Karma? And did you know they can be applied daily to your customer experience efforts? If not, no worries. Read on, and I'll define them for you and tie them to this CX world we live in. I came across them recently and thought that these made sense - for life and for your customer experience. It's interesting that we always associate karma with bad things, i.e., payback for something bad someone did.

CX 51

CX Hospitality Hospitality Innovation 51

Customer Bliss

MAY 18, 2016

In the past 35 years leading customer experience transformation, it has become increasingly apparent that a crucial role of customer leadership executives (The Chief Customer Officer, The Chief Marketing Officer, The Customer Experience Officer) is to unite the company to achieve customer-driven growth. This leader unites the entire C-Suite team toward a examining and understanding the customer journey in its entirety – to drive accountability to moments that matter most in customers’ lives.

Customer Experience 31

Customer Experience 31

1 to 1

MAY 19, 2016

The U.S. has long been experiencing an employee engagement crisis. That's changing, according to Gallup. Gallup's tracking in March showed an upturn, indicating that companies may be breaking through engagement barriers that have caused stagnant numbers in recent years. March's numbers showed that the percentage of U.S. workers whom Gallup considers "engaged" in their jobs averaged 34.1 percent in March, the highest level since Gallup began tracking U.S. workplace engagement daily in January 201

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1 to 1

MAY 18, 2016

Conference season in the marketing technology world is in full swing and this week was IBM's turn to dazzle marketers. IBM Amplify--the company's key conference for marketing, sales, e-commerce, and merchandising--had many positive points but was ultimately underwhelming. As the company bets on cloud computing, cognitive systems, language processing, and other areas for future growth, it remains unclear if the company can pull its many investments into a coherent offering.

E-commerce 26

E-commerce Sales Technology Technology 26

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.

Retail