Sat.Sep 26, 2015 - Fri.Oct 02, 2015

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5 Must-Read Research Reports on the Customer Experience in 2015

Callminer

Customer experience isn’t just important in 2015 – it’s critical. CallMiner’s latest blog highlights 5 must-read research reports on CX this year.

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Customer Experience: Keep it Simple Stupid

Beyond Philosophy

If you had the choice of doing something the easy way or the hard way, and you didn’t have to do anything morally, ethically, or legally wrong to do it the easy way, which would you choose? My guess is the majority of you would say take the easy way. I certainly would. When it comes to brands and their related experience, it’s critical that you KISS it.

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5 Ideas for National Customer Service Week 2015

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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Waiting On Hold A Minute Too Long

Uniphore

“I was asked, ‘Could you hold a moment?’ After 9 minutes and no service I gave up and hung up ”, complained a customer on a Yahoo forum way back in 2008, and she’s not the only one, especially with the rise of social media. No one likes to be put on hold. Read More.

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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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4 Ways to Improve the Retail Job Training Experience

Win the Customer

Onboarding retail staff can be overwhelming, especially with grand openings and seasonal hiring. The retail turnover rate in the U.S. is currently at 55.71%. For the 3rd quarter last year, the Bureau of Labor Statistics reported that 897 thousand jobs were gained in retail, while 905 thousand were lost. That amount of turnover is enough […].

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Ad-Blocking Sends Clear CX Message: Get Obnoxious Ads out of my UX

Beyond Philosophy

Apple’s latest operating system iOS 9 allows people to block ads while mobile browsing, a development that has digital marketers and publishers in a twist. As Ad Blocking pushes online advertising to the brink of irrelevancy, it’s important to appreciate how the User Experience (UX) provides an integral link to Customer Experience (CX). And also, what a poor UX means to your brand.

CX 139

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Aiming for the Hearts of their Customers: Interviews with CX Professionals

Heart of the Customer

Over the course of this blog I’ve interviewed a number of Customer Experience executives, working every day to improve their experience to increase loyalty. Customer Experience is still an emerging field, and these interviews gave me a great chance to hear others’ perspectives on the field, what it’s doing right, and where we can improve […].

CX 108
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5 Keys to Customer Experience for the Future

ClearAction

5 Keys to Customer Experience for the Future. I have a dream that in the future we'll look back and say "Remember how hard it was to be a customer back in the 2010s? Thank goodness it's so much easier now!" This dream stems from acknowledgement that it's all too often a bit rough to select, buy, or use a solution in our lives and businesses.

CXM 105
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Custom Payment Options Enhance Customer Experience

Win the Customer

Customers are demanding more options and flexibility, so it’s wise for businesses to find multiple payment options that work for them and their customers to deliver complete customer experiences. Customers want and need flexible payment options. A 2013 UPS study of e-commerce sites found that offering a variety of payment options is the second-most important […].

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A Trip to Staples: Why Employee Experience Matters to Customers

PeopleMetrics

Here's a little story about how I walked out of a Staples for the last time. A Snapshot of My Customer Experience. On a Sunday, just before 6:00 p.m., my wife killed our printer's black ink cartridge. This was a minor crisis. She is a teacher, a weekend printer of worksheets. I drove to Staples, our nearest office supply store. They were very close to closing when I got there.

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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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Expand Customer Listening with Your Customer’s Unaided Feedback

Customer Bliss

Unaided feedback provides real-time trending on customer issues as they are occurring. Unaided feedback is the constant flow of comments, insights and issues your customers and partners volunteer to you. Unaided feedback also includes looking inside your data to understand customer behaviors across the stages of their experience, to identify trends, opportunities and customer at-risk experiences.

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Shopping Cart Abandonment: Why It Happens And How To Prevent It (Infographic)

Provide Support

For many years shopping cart abandonment has been a huge problem for eCommerce business owners. According to the Baymard Institute , the average documented online shopping cart abandonment rate is 68.53%, which is an outrageous statistics. To put it simpler, nearly 70 out of 100 people leave your website without completing their purchase! While there are many reasons online shoppers abandon their carts that you have little or no influence over, such as comparison shopping, many of them can actua

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National Bullying Prevention Rally: JOIN #Peopleskills Chat Oct. 4th 10amET

Kate Nasser

JOIN us in National bullying prevention rally SUN. Oct. 4th 10amET in #Peopleskills global Twitter chat. Host: Kate Nasser, The People Skills Coach™. Lend your voice to eliminate bullying from this world. Hashtag: #Peopleskills. The post National Bullying Prevention Rally: JOIN #Peopleskills Chat Oct. 4th 10amET appeared first on KateNasser.com.

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If You Don’t Know Where You’re Going…

CX Journey

Image courtesy of zert.sonstige_2008 Today's post is a modified version of a post I originally published on Touchpoint Dashboard's blog on April 15, 2015. Yogi Berra once said, " If you don’t know where you are going, you’ll end up someplace else." This is true in life and in any project you undertake. It’s also - rather, especially - true for your customer experience transformation efforts.

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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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Call Lost or Lapsed Customers

Customer Bliss

When we bring up the idea to leaders that they should call lost or lapsed customers, it is often met with fear and worry. Worry that they’ll get really irate customers on the other end of the line. Fear that they won’t be able to field the call. Actually the opposite often occurs. When customers or clients are called and the leader introduces who they are and why they called, people are thunderstruck.

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Why Customer Experience Matters

The DiJulius Group

The following article is a guest post written by Dan Gingiss Dan is currently the head of Digital Customer Experience and Social Care at Discover Card. In this role, he oversees the design and development of the company’s flagship website, Discover.com, and mobile apps; leads the company’s social media servicing strategy; and is responsible for […].

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Creepy Communication: Essential Changes to Be Professional | #peopleskills

Kate Nasser

Does what you say come across as professional? Checklist of creepy communication choices to avoid. From Kate Nasser, The People Skills Coach™. The post Creepy Communication: Essential Changes to Be Professional | #peopleskills appeared first on KateNasser.com.

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Get Your Holiday Strategies in 'Ship' Shape Condition

1 to 1

Halloween candy typically appears by late summer, ushering in the holiday season earlier each time. Candy corn returns by late July, emerging from storage to serve as shelf liner all autumn long. (They've just been recycling the same bags for the last 10 years, right?) Eventually, fun-size chocolate bars and gummy body parts join the current crop, barely budging until just days before the event itself.

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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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Grow Your Business through the Power of Listening to Customers

CX Journey

Image courtesy of Leah M. Berry Are you listening to your customers? Do you understand what they are trying to achieve? Are you using what you hear/learn to actually design a better experience for them? I was thrilled to be interviewed by Leah Berry and to a be part of her 30 Experts in 30 Days series; she asked me questions about employee experience and customer experience, of course, but from a variety of different angles.

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Marketing Operations Value: 10 Essentials

ClearAction

Marketing Operations Value: 10 Essentials Lynn Hunsaker. Marketing Operations value goes well beyond automation, tech stacks, attribution and cost of customer acquisition. The operational challenges faced by today’s CMOs are broader than this. As Marketing Ops teams expand to meet these needs, value increases in important ways: stature, scalability, strategic impact, and nimbleness.

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Taking a Faster Approach to Addressing Customer Churn

1 to 1

Customer churn is a big problem for companies, especially in industries such as telecommunications where annual churn rates average between 10 percent to as much as 67 percent, according to the Database Marketing Institute. And while technological advances have made it easier for marketers and other decision-makers to better identify and respond to the triggers for churn, most customer churn programs are reactive and don't leave marketers adequate time to deliver messaging or offers that might c

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Scoping the Top Trends During #AWXII

1 to 1

This week marks the 12th year that Advertising Week will be held in New York City. The week-long event, which combines thought leadership with special events, brings together thousands of people from brands, agencies, and technology companies to focus on key topics influencing the marketing and advertising industry. As I attend a small handful of some of the 300 or so planned events, I'll be looking out for any developments on these three key trends: There’s more… To read the rest of this blog p

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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

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Pinterest CEO: 'We Don't Want to be a Commerce Service'

1 to 1

Pinterest, the digital bulletin board, crossed 100 million users recently. As Pinterest gains users, the company must find more ways to engage people and drive growth. Indeed, international growth, improved user experiences, and monetizing its ad platform are priorities, said CEO Ben Silbermann, who shared the company's road map with attendees earlier this week at the IAB Mixx conference.

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10 Ways Marketing Operations Creates Value

ClearAction

10 Ways Marketing Operations Creates Value Lynn H. If you think Marketing Operations is one-dimensional, think again! By any name — marketing transformation, or marketing organizational efficiency and effectiveness — it is a young field with plenty of value to create for fellow marketers’ career success and satisfaction, and for getting more done with current resources — and expanding resources for the future.