Sat.Jul 18, 2015 - Fri.Jul 24, 2015

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Your Customers are Mobile – Is Your Self Service?

Uniphore

Mobile devices have had a huge impact on customer expectations. These days, customers call your company from anywhere, day or night. They demand more ways to connect to you, and they’re using more than one channel to do so.

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Change Your Mindset for Greater Productivity

Beyond Philosophy

You have all done it. I know I have. It’s natural these days to stop working on a project and check your feeds, see how your post is performing, or how many favorites your latest Tweet earned. Yes, we may all be doing it, but it’s killing our chance of reaching greater productivity and harming the quality of our work. Author Ed Batista addresses this in his post on Harvard Business Review’s blog.

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The Secret To Customer Happiness: Realistic Expectations

Kerry Bodine

Happiness gurus say the key to contentment is low expectations. This is great news for the pessimists whose strategy is to expect the worst and then enjoy a pleasant surprise when the apocalypse doesn’t happen. But in the customer experience world, this doesn’t fly. You cannot sandbag your customers’ expectations by promising them a miserable experience and then hitting just above the low water mark.

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Creativity Culture: 7 Keys to Creating Safe Place to Engage | #peopleskills

Kate Nasser

Leadership people skills steps to create a creativity culture where people feel safe to engage & innovate. Latest fr The People Skills Coach™. The post Creativity Culture: 7 Keys to Creating Safe Place to Engage | #peopleskills 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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How to Solve the Biggest Agent Desktop Problem that’s Costing You Money

Uniphore

Customer experience is so important to consumers, that 75% of research participants told American Express 1 they’ve spent more with companies that have a history of positive customer experience.

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How to Make a Great First Impression with Your Website

Beyond Philosophy

Many Customer’s first impression of your company come from their User Experience on your website, making the digital experience the face of your business. Considering Customers make decisions about your website based on the User Interface in about three seconds, clearly your website needs to make a great impression quickly. The question is, why is it important to make a great first impression online?

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Top 5 Customer Service Myths [Infographics]

Provide Support

What happens when our customers complain? First of all we receive information about various issues and have an ability to improve and make our customers happy. When our customers complain they tell us what exactly is wrong and help to make our products and services better. This way companies should not be under the assumption that less complaining is better for their business.

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The Three Pillars of Effortless Customer Experience

Uniphore

Store, voice, IVR, social, chat, web, mobile, SMS… customers are everywhere and 95% of them use more than one customer service communication channel, says a study by CFI Group and eBay Enterprise 1. They want to get service where they’re most comfortable, yet companies struggle with providing omni-channel customer service.

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Chief Customer Officer 2.0 Helps You Build a Customer-Driven Growth Engine

Customer Bliss

Utilize the proven 5-competency framework that has launched and advanced the customer experience transformation in business-to-consumer and business-to-business companies around the world. My new book contains an explicit path and set of actions to unite your Chief Customer Officer and leadership team in leading your customer-driven transformation. It will guide you on how to earn the right to growth by improving customers’ lives.

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Seeing Beauty in Others: People Skills Chat July 26th | #peopleskills

Kate Nasser

Fashion photographer Rick Guidotti's video on albinism inspires #Peopleskills Twitter chat Seeing Beauty in Others Beyond the Norms. JOIN The People Skills Coach™. The post Seeing Beauty in Others: People Skills Chat July 26th | #peopleskills 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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Smartwatch Value Driver #1: Get Intimate With Your Users

Kerry Bodine

Despite their tiny size, smartwatches have big shoes to fill. They evoke Dick Tracy’s video watch , Ethan Hunt’s myriad wearable tech , and Q’s parade of futuristic gadgets that 007 inevitably destroys. These fictional contraptions recognize their owners and their owners’ needs, powering up exactly when required with critical information or the means to escape a sticky situation.

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Connecting the Dots in a Omnichannel World

Uniphore

As organizations expand the number of channels by which customers can reach them, an enduring facet the world over is that these channels are not connected. So when customers channel hop, the contact center agent is frequently blind-sided as they see only those interactions for one or two channels at most. This leads to a bad customer experience because the customer has to start over and repeat themselves to bring the contact center agent up to speed.

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Journey Maps: "Binding Agent" for Mergers and Acquisitions

CX Journey

Image courtesy of Caston Corporate Today's post is a modified version of a post I originally published on Touchpoint Dashboard's blog on February 19, 2015. Has your company made an acquisition, been acquired, or merged with another company? Did you know that journey maps can help you design, redesign, and manage both customer and employee experiences through these challenging times?

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Now hiring CXO | Burger & Fries chain sets performance bar | Summit Breakout topics

The DiJulius Group

Now Hiring Chief Xperience Officer – For the last three years the fastest growing C-level position in the corporate world is CCO-Chief Customer Officer, also known as the CXO (Chief Xperience Officer). Today, many of The DiJulius Group’s consulting clients are looking to hire a CXO. If you know of any good candidates who have […].

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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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Net Promoter Score Action Plan

Waypoint Group

As we have coached B2B clients in measuring customer experience over the years, we naturally get lots of questions about which questions to ask on a questionnaire and how to interpret the data. These are certainly important, but the part that we always try to emphasize first is to think about what you’re going to do with that data. What are your goals for conducting this feedback process?

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Visual IVR – Similar names, vastly different approaches and technology

Uniphore

by A. Lee Judge Senior Digital Marketing Manager at Jacada. Ever since the day someone sat in a board room to decide whether or not to leave the acronym “IVR” in the product to be called Visual IVR, there have been a growing number of companies clamoring to be known as “the” Visual IVR solution.

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How the 'Local' Mindset Can Humanize Big Brand Engagement

1 to 1

For years, consumers have been vulnerable to one-sided marketing messages that fail to resonate. But, as behaviors evolve, it's not hard to see that it takes more than catchy taglines and celebrity endorsements to engage today's customers. Instead of turning to big brands, consumers are looking to local retailers for the goods and services they truly desire.

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6 Steps for Transforming Customer Experience [Webinar]

Qualtrics

Creating unforgettable customer experiences involves more than just sending satisfaction surveys – it starts with shifting your company focus to customer obsession. This shift isn’t easy, but it can be done. Introducing a voice of the customer program often leads companies to question their readiness to shift towards a customer-centric culture. Are you ready?

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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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Providing Support to Technologically Challenged Customers

Provide Support

Providing support to technologically challenged customers. As the technology continues to change and advance at an extremely rapid rate, we all in customer support have to deal with people who find themselves being challenged by new methods and updated technology. Looks like a great deal of upset customers contacting tech support would rather cling to the old familiar ways considering the changes are not worth it at all.

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Catering to the On-Demand Customer

1 to 1

Each customer is unique. As Don Peppers, founding partner of Peppers & Rogers Group notes, "customers differ from each other, in terms of both their value to your business, and what they need from your business." Customer differentiation also applies to the various ways customers can access a company's products and services - whether they purchase from a physical location or, as 1to1 Media Senior Writer Judith Aquino points out in this week's feature story, through their use on-demand services.

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Google Now Lets You Know Where You've Been

1 to 1

Make way for more data: Google is rolling out a new feature for Android and desktop users that shows them a timeline of places they've visited. It remains to be seen though, how this data will benefit consumers. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.