Sat.Nov 21, 2015 - Fri.Nov 27, 2015

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Looking for These 5 Traits Served Me Well in Hiring

Beyond Philosophy

I have a confession to make: I am an easy interview. Why? People easily sway me. Despite my status as a hiring wally , I have hired many people in my career. Most of them have been great. So how did I do this? To quote a fellow Brit, “I get by with a little help from my friends.”. What I have done to good effect is to get different people from across the organization to interview the person as well.

CX 108
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5 Creative Ways to Get to Know Your Customers Better

Win the Customer

Real insight into the psyche of customers is rarely achieved today. But with the right process and focus on key data points, information can be leveraged to improve customer experiences throughout the entire customer journey. Little did Rodgers and Hammerstein know in 1951 that their song “Getting to Know You” written for the musical “The King and I” would become […].

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Four Critical Touch Points – Your Opportunity For Experience Reliability that Differentiates You

Customer Bliss

Experience reliability is hard to achieve. The root cause of this lies firmly in the fact that there is no reliability in how to do this work. The selection and improvement approaches vary by silo and leader priority. In most companies, a deeply rooted one-company approach to caring about (and improving) customer experiences and customer lives does not exist.

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Moderation Doesn’t Mean Mediocrity | #Leadership

Kate Nasser

6 tips fr The People Skills Coach™ to tap the tangible power of moderation that engages employees, counterbalances forces, reduces risk, & speeds success. The post Moderation Doesn’t Mean Mediocrity | #Leadership appeared first on KateNasser.com.

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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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This CEO is Making a BIG Mistake

Beyond Philosophy

Airbnb’s business continues to grow, as do the concerns of many hotel chains. But not Hilton. Their CEO claims the Airbnb business is a segment of the market and nothing more. Whilst I agree that the Airbnb is a different segment of guest, ignoring the Airbnb segment is to Hilton’s peril. Why? It indicates a change in business as usual. The idea is disruptive to how people choose to stay away from home.

Retail 60
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12 Reasons I Want Customer Service on Social Media

Provide Support

It goes without saying that today’s gigantic Twitter and Facebook user base makes brands more accessible than ever. Customer service via social media can no longer be considered as a luxury but as an essential component of any customer service strategy – for two simple reasons: Everyone’s thumbs are practically connected to their cellphones – it gives little room for companies to consider alternatives.

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Thank You for Your Business

CX Journey

Image courtesy of hellojenuine How often do you say "thank you" to your customers? Yesterday, across the United States, individuals and families celebrated Thanksgiving and set aside some time to give thanks for all of the blessings in their lives. While it's awesome to have a day set aside just for that, it's never a bad thing to adopt an attitude of gratitude every day.

Sales 49
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10 Things to Do When Leading in Turmoil

Beyond Philosophy

How do you lead in times of turmoil or growth? The answer is: leadership and communication. In times of turmoil, people look to leaders to lead. All too often in corporate life, however, these times are when leaders run and hide. To that end, here are ten things leaders need to do in times of turmoil and growth : Be seen and seen often. Their teams need to see them as a constant even when everything else is changing.

CX 60
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Best Practices for Proactive Live Chat

Comm100

When the live chat going gets tough you might think to yourself, what do customers truly expect from me? I’m not a mind reader, after all. But several live chat features make it easier than ever to anticipate customer pain points—and with proactive chat, you can dazzle customers by reaching out before they even think to make their way to the “contact” page.

Finance 41
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Testing Blog Feed – Please Do Not Share

Kate Nasser

This is a test of blog feed into Triberr. Pls. excuse the interruption. Thank you for your understanding. From my professional experience to your success, Kate Nasser, The People Skills Coach™ ©2015 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want […]. The post Testing Blog Feed – Please Do Not Share appeared first on KateNasser.com.

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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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Customer Service Matchmaking

CX Journey

I originally wrote today's post for Mattersight. It was published on their blog on May 29, 2015. Placing a call to customer support just got a little nicer and a little easier. Think about the last time you called a company's customer service number. Did you feel like you connected with the rep who answered the phone? Did the approach the rep took with you fit how you talk to others?

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Savvy Marketers Know Customer Engagement Extends Beyond Black Friday

1 to 1

"Imagine a world where the only thing you have to wrestle for on Thanksgiving is the last piece of pumpkin pie." That voice-over to the opening of the new TJ Maxx, Marshalls, and HomeGoods commercial promoting the stores' closure on Thursday. The spot asks viewers to hearken back to a time when Thanksgiving meant eating too much and falling asleep on the couch with your family rather than fighting shoppers in crowded stores for a 40-inch smart TV that's on sale.

Sales 33
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Customer Experience for the Future — Key #4: Collaboration Earns Trust

ClearAction

Customer Experience for the Future — Key #4: Collaboration Earns Trust. Reality is that the customer experience journey or lifecycle is horizontal, fluid, and continuous across a company's various departments and processes. Are we in touch with reality? Most companies relinquish customer experience management to the customer-facing functions.

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Employee Appreciation: Simplest Reason to Show It | #Leadership

Kate Nasser

Leaders, here's the simplest reason for showing employee appreciation. True story & lesson learned on gratitude fr The People Skills Coach™. | Leadership. The post Employee Appreciation: Simplest Reason to Show It | #Leadership appeared first on KateNasser.com.

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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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Easing the Online Ordering to Store Pickup Experience

1 to 1

One of the conveniences that consumers look for heading into the holiday shopping season is the ability to order products online and then pick them up at a store. In fact, nearly one-third of U.S. shoppers say they plan to purchase gifts online and pick these items up in-store, according to a recent Shopatron study. That's great news for retailers, since 40 percent of consumers make additional purchases when they come to a store to pick up a purchase.

Retail 29
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Small Businesses Deserve More Than One Saturday Each Year

1 to 1

Size shouldn't matter, but for small businesses, size often indicates an unavoidable disadvantage. By nature, big box stores have the ability to slash prices and advertise deals in ways that small businesses simply can't afford. Yet, these smaller shops commonly serve as the backbone for many prosperous communities, providing jobs to local citizens and giving back to those in need.

Retail 28
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Coming Soon: Virtual Holiday Shopping

1 to 1

Instead of visiting a shopping mall or website after Thanksgiving, imagine combining both experiences in a virtual mall. As virtual reality headsets become more affordable, virtual reality is becoming accessible to the average shopper. And while it's still in the nascent stage, VR stands to impact the way people shop and give new meaning to showrooming and e-commerce.