Sat.Jul 30, 2016 - Fri.Aug 05, 2016

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The Importance of Listening in Customer Service

Customers That Stick

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Outrageous! How Tech Support Makes You Mad – On Purpose!

Beyond Philosophy

I’d do almost anything to avoid calling tech support for my local cable and internet company. You probably feel the same way. It’s widely regarded as a miserable, time wasting experience. But tech support’s poor customer service is no accident. The New York Times reports that certain companies create a telephone customer service experience that is guaranteed to frustrate, annoy and anger anyone who dares to dial that 800 number.

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CX is a team sport. Is your whole team playing?

Heart of the Customer

You wouldn’t play soccer without your forwards. You’d never try basketball without guards. So why do so many teams try to win at CX with only a partial team? At HoC we’ve had the amazing opportunity to work with all kinds of companies: non-profits, retailers, insurance companies, you name it. The one consistency is a […]. The post CX is a team sport.

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Customer retention strategy: Is it too late?

Customer Bliss

One concept I get asked about a lot is customer retention strategy. It’s obviously important. Business tends to grow as a result of two factors: Your customer acquisition strategy. Your customer retention strategy. If you’re not acquiring and then retaining customers constantly, your business probably doesn’t have many years left. Now, a lot of businesses focus much of their effort on the customer acquisition side.

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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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VIDEO: Social Media Customer Service with Jay Baer

Customers That Stick

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Act Now To Turn Customer Pain Points into Pleasurable Profits

Beyond Philosophy

Pain Points. We all have them. We all hate them. So do your customers. There are the physical pain points and mental pain points. I like to avoid both, but today I am talking about the second lot. When you are a customer, your pain points are a nuisance. However, when you are designing a Customer Experience, customer pain points are invaluable—especially when your competition has the same ones.

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Broken Promises: United Airlines Edition

Kerry Bodine

On September 24, 2013, United Airlines sent out an email announcing its renewed commitment to customer experience and the resurrection of its “Fly The Friendly Skies” tagline from decades past. The email read, “‘Friendly’ now means more than it ever did. It means being user‑friendly. In other words, flyer‑friendly. We’re giving you an unmatched global network with more onboard product features, better technology and, of course, great customer service.”.

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The Zen of Scaling a Support Team

Provide Support

The Zen of Scaling a Support Team. There’s a delicate balance when it comes to scaling any professional team: hire too many too soon and resources go underutilized, but leave it too late and you risk overburdening your existing team members. Customer support teams in particular can become overloaded and burned out if the company is growing faster than the team has capacity to handle.

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Transition People Skills: JOIN #PeopleSkills Chat Aug. 7

Kate Nasser

Transitions/change in your life can challenge your relationships. How do transition people skills help you? Join The People Skills Coach™ to explore this topic in #PeopleSkills global Twitter chat SUN. Aug. 7th 10amET. The post Transition People Skills: JOIN #PeopleSkills Chat Aug. 7 appeared first on KateNasser.com.

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Pokémon GO is a Business Game Changer | Chick-fil-A #1 Again

The DiJulius Group

Is Pokémon The Future Of Customer Experience? Pokemania is spreading like wildfire. Pokémon GO, the hot new Augmented Reality (AR) game is not just another hot game on that market. What is most interesting is that it is a cultural phenomenon that blends reality with game play. While gamers see it as just another way […].

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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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Ask Better Questions to Unlock Creative Solutions

CX Journey

Image courtesy of terryhadalittlelamb What on Earth is catalytic questioning? My only exposure to the word "catalytic" was as a kid, when my dad (who used to work at Ford Motor Co.) would talk cars at the dinner table. Have you ever heard of a catalytic converter? It is typically part of a car's exhaust system; it's an emissions control device that turns toxic gases into less-toxic pollutants.

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Customer Service Training Games Alphabet

Customer Service Training

Customer Service Training Games Alphabet; use this simple exercise to involve everyone in your customer service training sessions

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Leadership Self Help: Are You Too Nice to Lead? Part II

Kate Nasser

Leadership self help: Research, reflect, resolve to change, revise behavior and revive your success. Insights fr Kate Nasser, The People Skills Coach™ w/ Dana Flannery. The post Leadership Self Help: Are You Too Nice to Lead? Part II appeared first on KateNasser.com.

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Weighing the Customer Experience through a CRM Lens

1 to 1

Customer relationship management or CRM has come a long way. Over several decades, CRM systems have evolved from a variety of business programs into software that many businesses rely on today. And the market continues to grow. Forrester Research estimates that the CRM market will reach $33 billion by 2017, up from $24 billion in 2015. .

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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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CX Journey™ Musings: Customer Experience is the Next.

CX Journey

Image courtesy of Unsplash We've all heard it. What gives? We've all seen the reports and the studies and the statistics that "customer experience is the next. battlefield, competitive battleground, competitive advantage, competitive frontier, marketing, [fill in the blank]." I recently saw a report stating that customer experience will be the competitive advantage by 2020; another said that it would be the primary point of differentiation by 2017; and yet another stated that customer experience

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Using B2B VoC to Transform Customer Experience

ClearAction

Using B2B VoC to Transform Customer Experience Lynn Hunsaker. Customer experience transformation is the top priority of business-to-business (B2B) companies that track customer survey data. That’s according to a series of global B2B customer experience studies that I led. 80% of B2B companies said they track voice-of-the-customer (VoC) as a means to improve business processes and 63% do it to increase customer-centricity.

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Are You a Conversation Marathoner or Sprinter? | #PeopleSkills

Kate Nasser

What is your natural conversation style: marathoner or sprinter? It matters in collaboration, career results, and business success. From Kate Nasser, The People Skills Coach™. The post Are You a Conversation Marathoner or Sprinter? | #PeopleSkills appeared first on KateNasser.com.

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Addressing the Role of Emotion in Customer Experience

1 to 1

There are multiple components that shape a customer's experience. The level of effort required on the part of a customer to interact with a company; whether a company recognizes a customer and can personalize the experience; the knowledge, engagement, and empathy shared by customer-facing employees, etc. As Temkin Group points out, emotion plays a critical part in a customer's experience and has a significant impact on customer loyalty.

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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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A Conversation about Oracle’s’ Chief Customer Officer Experience, With Jeb Dasteel – CB015

Customer Bliss

Episode Overview. Jeb Dasteel is the Chief Customer Officer at Oracle. That was a role that evolved over time, but he is still one of the longest-tenured customer-facing executives in the tech sector. . In our conversation, Jeb discusses how the role has evolved, how he has built the team, and how he engages engineers and a very action driven culture to care about and improve customer experience.

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How to Deal with Employee Burnout in Customer Service (Infographic)

Provide Support

Employee burnout can occur at every level of an organization – from top to bottom, and it’s especially commonly found among customer service people who have to deal with dissatisfied customers almost on a daily basis. It can come about as the result of stress , low morale, poor management, bad working conditions or simply having too much to do and not enough time to do it.

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Weighing the Customer Experience through a CRM Lens

1 to 1

Furthermore, CRM systems are emerging as a critical tool for creating a unified view of the customer. For example, CRM data plays an important role as a source of insight as marketers look to leverage what they know about customers for data-driven advertising. But the process for purchasing, implementing, and maintaining a CRM system isn't perfect.

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The More Things Change, the More They Stay the Same

1 to 1

Jean-Baptiste Alphonse Karr said, "The more things change, the more they remain the same." In recent weeks, this statement has rung true for me, as I, along with our editorial team, reads through older content in our process of migrating everything to our new website to meet our September 1st re-launch date. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

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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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Addressing the Role of Emotion in Customer Experience

1 to 1

There are multiple components that shape a customer's experience. The level of effort required on the part of a customer to interact with a company; whether a company recognizes a customer and can personalize the experience; the knowledge, engagement, and empathy shared by customer-facing employees, etc. As Temkin Group points out, emotion plays a critical part in a customer's experience and has a significant impact on customer loyalty.

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The More Things Change, the More They Stay the Same

1 to 1

As I comb through articles in our process of tagging each piece with its appropriate topic and category, I was struck by two points: how rapidly companies have adopted technology like mobile and social to advance the customer experience, but also how many age-old problems still exist. In 2013 I noticed that many articles aimed to convince organizations of the benefits of engaging with customers via mobile as they laid out strategies for effective mobile usage.