Beyond Philosophy

JUNE 15, 2016

Over the past few months, some retailers have been experimenting with virtual reality. With sales lagging, they‘re hoping that in-store virtual reality experiences will be the magic ingredient that lures shoppers back. Now, though, eBay has announced that it is launching the world’s first virtual reality department store. eBay’s new venture is being rolled out in Australia in partnership with Australian retailer Myer, and it requires nothing more than a free smartphone app and a pair of cardboar

Entertainment 113

Entertainment Retail Customer Loyalty Customer Experience 113

PeopleMetrics

JUNE 16, 2016

As a customer experience company, we field a lot of questions from prospects about customer feedback. In fact, it’s common for prospects to have a system for collecting feedback—from rudimentary snail-mail surveys to online survey platforms. But it’s uncommon for them to have a system for acting on that feedback. Here's the thing: If you’re not acting on customer feedback, then there’s not much reason in collecting it.

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Close the Loop Customer Experience VOC Voice of the Customer 118

Return Customer

JUNE 15, 2016

Social media customers have increasingly demanding expectations. About 95 percent of millennials expect brands to have a Facebook presence, and over 80 percent expect brands to be on Twitter, HubSpot research found. According to Edison Research, 42 percent of customers expect service requests made through social media to be handled within 60 minutes, while 32 percent expect a response within 30 minutes.

Social Media 75

Social Media Customer Service Start-ups Customer Expectations 75

Heart of the Customer

JUNE 13, 2016

I was presenting at a healthcare conference on the importance of managing your in-clinic experience. In the Q&A session an attendee asked, “How important is hiring versus training? If you have a front-office person who isn’t that friendly, how can you teach her to be nicer?” It’s a great question, and one that isn’t asked […].

Healthcare 68

Healthcare 68

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Beyond Philosophy

JUNE 13, 2016

We’ve all encountered these people in the workplace. The guy who wanders around joking with everyone but never seems to do any actual work. The woman who files her nails when she should be typing a report. The slacker who…well…nobody actually knows where the slacker is or what he’s doing! Co-workers label these folks ‘lazy’ and resent them for not doing their share.

Start-ups 113

Start-ups Retail Sales Customer Experience 113

Customer Bliss

JUNE 14, 2016

Episode Overview. In this episode, I have the pleasure of speaking with Parrish Arturi. Parrish is the SVP of Retail Service and Experience Delivery at Fidelity Investments. He’s no stranger to making the rounds on business journalism and customer experience shows — he previously appeared on the Fast Leader podcast and did a ‘Quick 6’ of questions with Customer Experience Matters.

Customer Experience 0

Customer Experience Voice of the Customer Retail Customer Service 0

Provide Support

JUNE 15, 2016

8 steps to a more productive live chat support. If you are already offering live chat support service to your customers, you may have been thinking how to optimize your live chat procedures so that the tool brings the most benefits both to your company and your clients. This post is for you. If you have only been considering to add live support to your website, you may also find this blog useful to outline for yourself what steps will be needed to make this tool efficient and worth having.

Social Media 45

Social Media Start-ups Customer Service 45

InteractionMetrics

JUNE 16, 2016

Unstructured data presents a goldmine of information, but mining that gold is no easy task—it requires coding with detailed text analysis. To be clear, unstructured data includes customer survey text comments, customer service calls, emails, chats, reviews, and other narrative sources of information. It’s the data that doesn’t fall into neat, easy categories—so the signal often gets lost in the noise.

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Unstructured Data Data Mining Voice of the Customer Customer Survey 40

Customer Bliss

JUNE 16, 2016

CCO work is really challenging. I call my podcast The Human Duct Tape Show because that’s actually how I view CCO work — we’re the duct tape of organizations. Every senior leadership team and every executive wants a good customer acquisition strategy, a good customer retention strategy, a strong lifetime value per customer, and a good overall customer experience.

Customer Experience 56

Customer Experience Customer Acquisition Finance Customer Retention 56

Customer Service Training

JUNE 13, 2016

Telephone Skills is a Key Part of Customer Service Training for Call Center Agents. What Skills are Required for Good Call Handling?

Customer Service 52

Customer Service 52

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.

Retail

Kate Nasser

JUNE 15, 2016

How do emotionally intelligent dads impact their children & the future? JOIN The People Skills Coach™ for #PeopleSkills Twitter chat June 19th 10amEDT/2pmGMT. The post JOIN #PeopleSkills Chat June 19: Emotionally Intelligent Dads appeared first on KateNasser.com.

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The DiJulius Group

JUNE 15, 2016

Talk less – smile more Richard Branson shares great advice in his blog titled, Talk less – smile more. “If everyone [talked less and smiled more] the world would be a happier place. Stop to really listen, pay attention to your companion, and truly hear what they are saying, is all too rare. Often we […].

Customer Service 40

Customer Service 40

CX Journey

JUNE 14, 2016

Image courtesy of Spectrum Solutions Pondicherry What really happens to humans when they walk into their offices or places of employment? A couple weeks ago, I wrote a post about emotionally unavailable customers. Hat tip to James Lawther for inspiring me to actually flip the tables here and think about emotionally-challenged employees, instead. The question I posed in response to his comment on that post was: Why do we transform from humans into robots as soon as we walk into the office buildin

Finance 38

Finance Customer Experience 38

Customer Service Training

JUNE 15, 2016

Customer Service Training Tips Preparation - preparing for a successful training session

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Customer Service 52

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.

Voice of the Customer

Kate Nasser

JUNE 13, 2016

Ruined customer experience comes from small greedy steps that drive customers away. Is your business doing this? From Kate Nasser, The People Skills Coach™. The post Ruined Customer Experience from Small Greedy Moves #cx appeared first on KateNasser.com.

Customer Experience 40

Customer Experience CX Sales Customer Service 40

1 to 1

JUNE 15, 2016

Microsoft took many people by surprise when it announced on Monday that it had acquired LinkedIn for the eye-popping price of $26.2 billion. LinkedIn CEO Jeff Weiner described the deal as a chance to "change the way the world works." For Microsoft though, this acquisition is another example of the company playing catch-up to its competitors. . There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Social Media 28

Social Media 28

Comm100

JUNE 16, 2016

Whether you’re planning a training course or using external courses, it’s important to take a break and have some fun in order to keep your team members engaged. The following games may seem trivial, but they do more than simply drive a concept or point home: they help foster a sense of teamwork and shared direction. Planning activities can take a lot of time that your training instructor might not have to spare.

Customer Service 65

Customer Service Gaming Start-ups 65

Customer Service Training

JUNE 15, 2016

Customer Service Training Tips Opening a training session to get the best possible start

Customer Service 52

Customer Service 52

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?

Technology

Kate Nasser

JUNE 12, 2016

Don't let your leadership judgment be skewed by seeing preventing problems as a weakness. See it as readiness! Tips fr The People Skills Coach™. The post Leadership Judgment: Do You See Prevention as Weakness? appeared first on KateNasser.com.

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1 to 1

JUNE 14, 2016

When people think of next best action marketing, they often associate it with steps that marketers can take to apply everything that's known about a customer to try to sell him or her another product or service. But as two customer experience leaders at British Gas shared at Pegasystems' Pegaworld 2016 conference last week, next best action technologies and techniques can also be used to better understand each customer and to take the next steps that are best suited for that individual. .

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Sales Technology Technology Customer Experience 28

Beyond Philosophy

JUNE 14, 2016

Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. Based on insights from the Temkin Group report’s State of CX Metrics, 2015, a recent LinkedIn infographic post by CXPA co-founder Bruce Temkin labeled customer experience metrics as “Immature, But Improving”. This is a very revealing, and very disappointing, conclusion. The reasons for this determination are even more of a concern.

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Customer Experience CX Customer Loyalty 60

Customer Service Training

JUNE 14, 2016

Nine of the most useful Tips for effective Customer Service Training

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Customer Service 52

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CX

Customer Service Training

JUNE 14, 2016

info on putting together a Customer Service Training Business Case

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Customer Service 52

Customer Service Training

JUNE 16, 2016

Training Activity Good Impressions; creating the right impression for your customers, patients or guests

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Customer Service Training

JUNE 15, 2016

What is Customer Service.

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Customer Service 52