Sat.Sep 10, 2016 - Fri.Sep 16, 2016

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Bewildered? What Do Your Customers REALLY Want?

Beyond Philosophy

When you ask a person why they bought something, they can always tell you straightaway. It might not be the reason, but it’s the reason they give. Is the person lying? Except for rare exceptions (politicians, criminals, celebrities learning too late that Twitter and Booze don’t mix), not at all. Many times people don’t know the real reason they did something.

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Just because your customers say it isn’t important doesn’t make it so

Heart of the Customer

The intangibles matter. Don’t let bad research ruin your customer experience. Bad research can wreak havoc with your customer experience. It can lead you to ignore a critical moment of truth while working on something with less impact. In one journey map project, we were hired to extend a Big Research Company’s research. They had […]. The post Just because your customers say it isn’t important doesn’t make it so appeared first on Heart of the Customer.

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10 Silos Impact Customer Experience

ClearAction

10 Silos Impact Customer Experience Lynn Hunsaker. Does your business have a silo detective? This might be the highest-ROI effort of your customer experience council, chief customer officer, chief operating officer — or better yet, every employee. Things that don’t make sense in the way business is done can almost always be traced to silo-ization. And the pain of business silos is well-known to everyone, whether employee or customer.

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Digital storytelling: The unabashed power in CX

Customer Bliss

Digital storytelling is crucial in customer experience. Before we get deep into digital storytelling and how to maximize your processes around it, let’s briefly set up why storytelling as a whole — and especially digital storytelling — is important in the current business climate. The importance of digital storytelling. Here’s a Wharton interview with Carmine Gallo , the author of a book called The Storyteller’s Secret.

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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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Forgotten Facts & Fantasies of Customer Delight

C3Centricity

If you follow me on social media, you’ll know that I’ve just returned from a three-week visit to Peru. I had the privilege of being the keynote speaker at IIEX-Latam in Lima and decided to take time off to visit the country after the conference. How glad I was that I took that decision, because I discovered that Peruvians are experts in customer delight!

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Customer Service Tips. The Secret of the Right Greeting

Provide Support

Customer Service Tips. The first impression comes after the first greeting. Your customers like to be liked and to feel they are important. The first greeting may become a decisive factor for your website visitors to stay and continue purchasing or to leave. It tells customers who you are and how you feel and what kind of service to expect from you.

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How Customer Experience Metrics Help Create A Winning Strategy

Customer Bliss

Guest Post By Kathy Yoo. Kathy Yoo is a creative writer and currently writes content on behalf of KOVA Corporation. Whether the experience is positive or negative, any interaction with a customer is important. Many companies depend on customer experience metrics to determine ways of increasing customer engagement and satisfaction. Customer experience metrics use advanced technology to compile information on specific individuals across various channels, like telephone calls or the company’s

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5 So Whats: Prioritizing Improvement Opportunities

CX Journey

Image courtesy of (F.Q) How do you identify and prioritize improvements within your organization? Last week, I wrote about the 5 Whys method , which is used to dig down to the root cause of problems experienced within your organization or by your customers. Recall that this method is about asking "Why?" five times to drill down to the ultimate cause.

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You are in the Customer Perception Business

The DiJulius Group

**This week’s eService is written by our guest blogger Angela Crawford, Chief Marketing Officer, Direct Opinions, a full-service professional market research firm. Customers Control Your Brand Perception, But Are You Really Listening? In an age where many consumers report making a purchase decision based solely on the reviews of other customers, it is exceedingly more […].

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Mobile Commerce Surpasses Desktop Purchases

1 to 1

The time has come for retailers to rethink their mobile commerce strategies. According to the H1 2016 State of Mobile Commerce Report out today from Criteo, mobile commerce is surpassing desktop purchasing as mobile devices are beginning to dominate the commerce landscape. Some of the findings include: For the first time ever, the leading 25 percent of mobile retailers saw 50 percent of sales from mobile.

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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 I aim to provide in keynotes

Customer Bliss

It was a busy summer for us, in part because we moved — but in part because I had the honor of doing a few keynote speeches at different organizations. I was supposed to roll out a new podcast today, but we had some timing issues (try getting people on the same page after Labor Day as FY17 strategy sessions are taking place), and I decided to do a quick post on the keynote side of my work.

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Customer Experience: Fake It At Your Peril

Waypoint Group

Dear IBM, HPE, Software AG, and the other 31-B2B Technology Companies on the Top Half of Temkin’s latest research, You might have seen Temkin Group’s just-released annual benchmark of IT Companies. Congratulations on your hard work! We can probably smile together, as I guarantee you that leadership in the companies on the BOTTOM half of the list are doing two things: They’re saying that […].

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20 Change Resistor Responses & Their Real Meaning

Kate Nasser

Change leadership: Overcome change resistance. Spot these 20+ change resistor responses that masquerade as something else. By The People Skills Coach™. The post 20 Change Resistor Responses & Their Real Meaning appeared first on KateNasser.com.

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Extraordinary Customer Service

Customer Service Training

Extraordinary Customer Service; how can you set yourself apart from your competitors?

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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 Powerful Rules to Create Employee and Customer Word-of-Mouth Programs That Work

Beyond Philosophy

Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. For any offline or online social word-of-mouth initiative to be impactful with key stakeholders, financially and otherwise, there must first be full realization of what it can and can’t do, and what it is and what it isn’t. Based on broad WOM program experience with b2b and b2c clients around the world, I’ve developed four general ‘rules’ for accomplishing this: 1.

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[Part 4] 5 Ways B2B Companies Can Accelerate Growth

Waypoint Group

The More You Talk, The Less You Listen Welcome to the fourth installment of our 5-part series about accelerating growth in B2B companies. The first post focused on developing a deeper footprint in accounts and methods that can be used to engage ‘Champions’ in that effort, while the second article evangelized ‘owning’ a metric and driving a ‘business results’ orientation […].

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Are Journey Maps Dangerous?

Kerry Bodine

Journey maps help you take a more holistic view of what your customers experience as they do business with your organization. But just how holistic is that view, anyway? I recently got the following questions from a client, I’ll call him Bob, who was concerned that his company’s journey mapping efforts might still be too siloed for effective decision making and prioritization of customer experience improvement initiatives.

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Are Journey Maps Dangerous?

Kerry Bodine

Journey maps help you take a more holistic view of what your customers experience as they do business with your organization. But just how holistic is that view, anyway? I recently got the following questions from a client, I’ll call him Joe, who was concerned that his company’s journey mapping efforts might still be too siloed for effective decision making and prioritization of customer experience improvement initiatives.

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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