Sat.Jan 30, 2016 - Fri.Feb 05, 2016

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Don’t Confuse Customer Services with Customer Service

Bill Quiseng

This was originally published as a guest post on Shep Hyken’s customer service blog. . There are only two ways to make a profit in business. One way is to increase sales. The other is to reduce costs. Companies have relied on technology to reeduce one of the most expensive costs in any business – human labor. Banks have replaced tellers with ATM’s, direct deposit and internet banking.

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Changing Customer Behavior with a Little Nudge

Beyond Philosophy

Do you nudge your customers? Most businesses do, whether they know it or not. A nudge propels a customer toward the behavior you want – whether it’s purchasing a product, signing up for a subscription or making a repeat visit to a retailer. The theory behind a nudge is that positive reinforcement and indirect suggestions can change people’s behavior at least as effectively as rules and instructions.

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What the Gainesville Police Officer Teaches Us About Customer Service

Customers That Stick

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.

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How to Implement 24/7 Social Media Customer Service

Win the Customer

Gartner reports that failure to respond to customer service requests on social media may result in a 15% churn rate, which can mean millions lost. If your customers come to you via social media seeking support, not responding in a timely manner can greatly impact your bottom line. The hard part is that social media never sleeps. When customer service phone lines aren’t operating, consumers with problems may message brands on networks such as Facebook or Twitter in hopes of reaching a repre

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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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Journey Mapping = Effective Customer Service Strategy

Heart of the Customer

It’s no secret around here that journey maps are key to a successful customer service strategy for your business. We do a lot of customer journey mapping, using data straight from your customers. But there’s more than one kind of journey map, which can lead to questions about what kind of map to create—but also, […]. The post Journey Mapping = Effective Customer Service Strategy appeared first on Heart of the Customer.

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REVEALED: Why You Are Forgetful

Beyond Philosophy

A new study from Lund University reveals that our brains forget things on purpose. Essentially, the researchers discovered that our brains not only have learning mechanisms, but also forgetting mechanisms, and each is important to our thinking. This news is great for forgetful types! We thought it was because we were daft, but it turns out, forgetting is science, not stupidity.

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Top Challenges for Customer Support in 2016 #INFOGRAPHIC

Win the Customer

Did you know that that delivering customer happiness is one of the easiest parts of working in support? And that the greatest challenge for customer support professionals is tackling burnout? Kayako have recently surveyed a cross-section of customer support professionals to discover what motivates, excites and challenges them about their jobs and what challenges they face in 2016.

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Leadership Influence vs. Manipulation | #peopleskills

Kate Nasser

Do you see leadership influence as manipulation? It isn't. It inspires & ignites diverse views. It awakens & explores. It connects & creates. Insight fr The People Skills Coach™. The post Leadership Influence vs. Manipulation | #peopleskills appeared first on KateNasser.com.

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Live Chat Etiquette Basics. How to Ask Questions Correctly

Provide Support

Live Chat Etiquette Basics. “Judge a man by his questions rather than by his answers.” ― Voltaire. Properly and politely asked questions always make a good impression on customers. They create an atmosphere of friendliness and encourage customers to come back again and again. Normally it is not enough to answer questions politely, it is also important to put questions properly, show respect and polite attitude.

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How To Gain Traction & Asset Growth: Stage CX Work

Customer Bliss

Your company’s CX work will be successful when you take a stair-stepped approach to gaining leadership clarity and commitment to the framework. What you stand for as a company will shift over time as you embed the five competencies. The Chief Customer Officer role will evolve as you progress through the phases of The Customer Experience Maturity Map.

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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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4 Affordable Online Solutions for Understanding Customer Experience

Win the Customer

Measuring the success of customer service isn’t as simple as just looking at reviews, sales figures or the amount of potential customers your store receives. There are a wealth of statistics and metrics to monitor to understand customer experience. As well as the minefield of potential bad reviews to navigate. The best solutions intercept unhappy clients and ask for feedback that comes directly back to you, preventing third party criticism.

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Super Customer Experience: Loyalty not Imprisonment! | #cx #custserv

Kate Nasser

Customer Experience Leaders & Chief Customer Officers & Marketing Executives: These 3 common mistakes make customers want to leave. In design, service, & delivery -- fix these & build loyalty. The post Super Customer Experience: Loyalty not Imprisonment! | #cx #custserv appeared first on KateNasser.com.

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The Select Group goes from zero to $110 Million Obsessing over the Customer | Impact of hiring a CXE

The DiJulius Group

The Select Group (TSG) is one of the leading IT Recruiting and Staffing companies in the country. TSG was started in 1999 and has expanded to 10 locations across North America. As a client of The DiJulius Group, TSG focuses on making the Customer Experience its number one competitive advantage to avoid having to compete […].

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Innovators, Imitators, and Idiots

CX Journey

Image courtesy of Skley Do you know about the "Three Is?" If so, which one describes your company? I was watching an episode of Shark Tank recently when Mark Cuban said, after one of the entrepreneurs failed miserably in attempting to lure a Shark to invest in part because of a gross over-valuation: First come the innovators, then come the imitators, then come the idiots.

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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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4 IT Security Flaws That Will Cost You Customers

Win the Customer

Information technology exists for the sole purpose of bringing customers and businesses closer together. It facilitates everything from sales to customer support. It should enhance every aspect of a business. The problem is that IT flaws can cost you customers. Your customers may be exposed to identity theft, incur costs from their credit card providers, and be forced to go through unfortunate situations because they were or are one of your customers.

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Rudeness & Etiquette: JOIN #Peopleskills Chat Feb. 7th 10amET

Kate Nasser

Has rudeness conquered etiquette as the new norm around the globe? JOIN The People Skills Coach™ in #Peopleskills global Twitter chat Feb. 7th 10amET/3pmGMT to explore. The post Rudeness & Etiquette: JOIN #Peopleskills Chat Feb. 7th 10amET appeared first on KateNasser.com.

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CEOs Who Tweet and Other Odd News.

1 to 1

In today's connected world, it's important for organizations and their leaders to adopt a social networking and collaboration mindset. CEOs, in particular, play an important role in telling their companies' stories via social. The very act of telling them influences their organizations' discussions and engages both employees and customers. With the exception of some influential social players (Elon Musk, Bill Gates, and Richard Branson), it's no secret that there is a shortage of "big name" CEOs

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On Being Average.

CX Journey

What's so special about average? My kids used to be in a bowling league. Bowling is all about the averages. Some games are good, some are bad; if your average keeps improving or increasing, consider that progress. The score matters; and as long as the general trend is up, you're in great shape. In bowling, inconsistencies in your performance can lead you to not even achieve your average every time you play.

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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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2 Key Take-aways from Dell’s “Perfect Order” Journey

Waypoint Group

I caught an excellent read yesterday regarding Dell’s “Perfect Order” journey. In short, Dell found that there were critical gaps in meeting customers’ expectations for order delivery, and decided to do something about it. 2 key take-aways: 1. A better KPI: Rather than just focusing on NPS (an outcome that measures customer relationship strength) Dell decided that a leading KPI was critical.

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Real-Time Ads Ramp Up for Super Bowl 50

1 to 1

Move over TV, real-time digital advertising is the next battleground of Super Bowl marketing. While TV spots still command the most viewer attention during the Super Bowl, digital ads that are delivered on the fly are a rising channel for brands to engage their audiences during big moments. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

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When One (Brick-and-Mortar) Door Closes, Another (Browser) Window Opens

1 to 1

Despite the fact that my last first day of school was nearly eight years ago, I still love office supply stores--especially in the fall. I love to gawk at the fresh notebooks and mock the impractical locker decorations when the opportunity strikes. (FYI, no one needs to waste good money on locker chandeliers and shag carpets!) But last year, on my semi-annual pilgrimage to the nearest Office Max, the tradition was shattered by its unexpected closure.

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Have You Rewarded Your Customers Recently?

1 to 1

Last week, I received a nice surprise in my email inbox. To help celebrate its 50th anniversary, Mountain Creek, a ski resort in Northwest New Jersey, notified customers that it was offering $7.50 lift tickets after 3 p.m. that day (equivalent to the cost of a lift ticket there in 1965). As an avid skier who lives a short distance from the resort, I took advantage of the deal and skied for a few hours Friday night.

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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