Sat.Aug 20, 2016 - Fri.Aug 26, 2016

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Artificial Intelligence: It’s Coming to a Mall Near You!

Beyond Philosophy

If you follow retail trends, you know that department stores are in trouble. As shoppers have headed online and to discount stores, traditional mall department stores are struggling to define their niche and halt falling profits. Many are now focused on creating a better in-store experience in hopes of motivating customers to shop in person. One of the most interesting customer experience initiatives is coming from Macy’s, which also announced last week that it is closing 100 of its stores.

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The Greatest Customer Service Statistic in the World

Customers That Stick

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3 Case Studies in Successful Social Media Customer Engagement

Win the Customer

Social media has become a major tool for marketers. But even though most small businesses use social media, it doesn’t mean they’re using it effectively. For instance, only 45 percent of marketers think their Facebook strategy is effective, reports Social Media Examiner. In addition, 92 percent of marketers aren’t sure which social media tactics work best, and 88 percent don’t know how to measure their return on their social media investment.

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The CXPA and Heart of the Customer want your feedback

Heart of the Customer

Have you created journey maps? The Customer Experience Professionals Association and Heart of the Customer want to learn more about your experience! Whether you created the journey map for your own company or another, we’d love it if you would tell us about it in this survey: [link] All survey participants will receive the full […]. The post The CXPA and Heart of the Customer want your feedback appeared first on Heart of the Customer.

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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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10 Warning Signs That Your Customer Service Sucks

Comm100

We all want our customers to be happy with our products and services. Ideally, they would all be willing ambassadors for our company: happily harnessing the power of social media to recruit other customers; freely place banner ads for our businesses outside their homes; become international celebrities; and prominently display our products during their frequent Tonight Show appearances.

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What Is Net Promoter Score (Video)

Customers That Stick

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Customer Service Incompetence: Empathy Only For Tears

Kate Nasser

Lack of empathy for customers is customer service incompetence. Give customers empathy long before they cry or leave. Insights fr The People Skills Coach™. The post Customer Service Incompetence: Empathy Only For Tears appeared first on KateNasser.com.

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Competitive Advantage and Marketing’s 5Ps

C3Centricity

All businesses want to be competitive, and yet too many lose out by forgetting some simple elements of modern marketing. Therefore I decided to write this post to remind us all how easy it is to miss some of the basics. Product. Some facts about today’s market to start with. Products today are more similar than different from each other. It is the brand that provides differentiation in most cases.

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How to Hire Live Chat Agents Who Delight Your Customers

Provide Support

How to Hire Live Chat Agents Who Delight Your Customers. In a fast-paced world where convenience is prized above all else, it’s not surprising customers appreciate communicating via live chat. In fact, according to the Zendesk Benchmark report , live chat has the highest satisfaction level for any customer service channel. A live chat channel provides clients access to warm, friendly customer support without having to pick up the telephone.

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Know your decision-makers or it’s a long CX road

Customer Bliss

I think we all discuss “decision-makers” in our businesses often. I actually just watched this movie Get A Job with Anna Kendrick and Miles Teller. In this movie, which really isn’t that good, Bryan Cranston — a long way from Breaking Bad here — plays Teller’s dad. Cranston loses his job but thinks he’d be a perfect fit for this other job, right?

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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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Cabela’s Customer Experience Stops Traffic | Hireology Offers Solution to Hiring Problems

The DiJulius Group

Brick & Mortar Competing in Experience Wars “I think it’s incumbent upon the responsibility of retailers to create these fantastic experiences that’s going to sweep them away.” ~Howard Schultz A few weeks ago a friend of mine, Tony Goins, EVP at Cabela’s, invited me to attend Cabela’s grand opening in Avon, Ohio.

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Discovering Your Genius: JOIN People Skills Chat Aug. 28th #PeopleSkills

Kate Nasser

JOIN People Skills global Twitter chat (#PeopleSkills) to discuss discovering your genius & how it helps others? Host: Kate Nasser, The People Skills Coach™. The post Discovering Your Genius: JOIN People Skills Chat Aug. 28th #PeopleSkills appeared first on KateNasser.com.

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Customer Experience: Use The Right Metrics

InteractionMetrics

If you’re not achieving your goals for the customer experience, you’re probably not measuring at the correct level; learn what that level is. Goals: Companies want to give and get value through the customer experience—what are your goals? To deliver proactive customer service? Reduce customer support calls? Increase customer loyalty? Sell more through each customer […].

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5 Ways B2B Companies Can Accelerate Growth (Part 2)

Waypoint Group

Utilization ≠ Adoption Welcome to the second installment of this series about accelerating growth in B2B. I started this series by illustrating how retention is the cornerstone of growth and how improved expansion from a deeper footprint in accounts can accelerate that growth. Today I’m focusing on “accelerating growth method” #2: Improved retention from a ‘business results’ orientation with your […].

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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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Why is Employee Retention Such a Challenge?

CX Journey

Image courtesy of d.emily13 I originally wrote today's post for Intradiem. It was published on their blog on February 23, 2016. The phrase "employee retention" sends shivers down the spines of some folks. And it ought to. Employee turnover is expensive to any company in a variety of ways, not the least of which is the impact on the customer experience, too.

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Effective Communicator: Extroverts & Introverts Different and Equal

Kate Nasser

Don't believe the stereotype that one personality type is a more effective communicator than others. Here's what matters. From The People Skills Coach™. The post Effective Communicator: Extroverts & Introverts Different and Equal appeared first on KateNasser.com.

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What we can Expect to Learn from Image Intelligence

1 to 1

How many photos are floating around the Internet? The answer is staggering. In 2014, people uploaded an average of 1.8 billion digital images every day, according to Mary Meeker's Internet Trends Report. And according to data released by Google, in 2015, we uploaded 24 billion selfies on Google Photos alone, not counting photos shared on other sites like Facebook or Instagram.

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If It’s Called Customer Experience, Why Is It All About the Brand?

ClearAction

If It’s Called Customer Experience, Why Is It All About the Brand? Janice Cuban. While companies clamor to get their share of revenue from new and existing customers, the delta between what brands say they do for customers and what actually happens has never been larger. Perhaps it’s because of stats like: 90% of executives say that customer experience is central to their strategies , but a whopping 86% don’t expect to see a significant uplift in business results from it.

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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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Organizational Adoption of Customer Experience Excellence

ClearAction

Organizational Adoption of Customer Experience Excellence Lynn Hunsaker. Organizational adoption of customer experience excellence is the holy grail that drives sustained growth. Temporary upticks in revenue are possible without it, yet optimization of customer lifetime value requires it. To get off the continual hamster wheel of throwing scarce resources at the fixes, enticements, and massive monitoring that we have come to call “customer experience management”, you’ve got to