Beyond Philosophy

OCTOBER 26, 2016

When shopping malls began dotting the American landscape in the late 1960s and 1970s, they presented a new and exciting customer experience. Today, it shouldn’t be news to anyone that things have changed and malls in general are struggling. Discount retailers are partly to blame, but the real culprit is the internet. Why would you change out of your pajamas and scout for a parking place when you could buy the same stuff online, from the comfort of your couch?

Artificial Intelligence 167

Artificial Intelligence Retail Customer Expectations Customer Experience 167

Customer Bliss

OCTOBER 27, 2016

We spend a lot of time in companies discussing “process mapping,” which is — theoretically, and sometimes in reality — a way to make our processes more effective. If you’ve had a number of enterprise-type jobs, you’ve probably seen the dreaded idea of “process for the sake of process,” whereby all these rules and processes are layered on top of each other before any action can be taken.

CX 84

CX Engineering Customer Experience 84

Provide Support

OCTOBER 25, 2016

In spite of all the tech advancements available for businesses today, many still operate under the presumption that their customers prefer the “good old days” of picking up the phone and relying on a human agent for all their customer support needs. While there will always be place for phone in customer service, in reality the majority of customers don’t really want to go back to the “good old days” and call you to get their questions answered.

Social Media 77

Social Media Customer Service 77

Kate Nasser

OCTOBER 23, 2016

Do people see you as patronizing or helpful? Here are 5 tangible tips from The People Skills Coach™ to be helpful to others. Leadership, Teamwork, Service! The post 5 Ways to Sound Helpful Not Patronizing appeared first on KateNasser.com.

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Beyond Philosophy

OCTOBER 24, 2016

Tesla announced that all of their cars will be self-driving cars. Wednesday’s announcement, delayed two days from the original announcement scheduled for Monday October 17th, stated that all of its cars will have the ability to drive themselves, referred to as level 5 autonomy. Before the announcement, many experts and industry commentators had little idea what it would be.

Customer Loyalty 167

Customer Loyalty Customer Experience Innovation Customer Satisfaction 167

Customer Bliss

OCTOBER 25, 2016

The fifth of my customer experience competencies is one-company accountability, leadership, and culture. Ultimately, this refers to executive leadership. How are they approaching customer issues? Are they on the same page? Each week on my podcast , a different CCO-level leader talks about this one-company leadership culture. One of the biggest challenges of the first few months of this work (at a high level) is making sure the executive leadership is united towards customer-driven growth.

Age of the Customer 77

Age of the Customer Customer Experience 77

Kate Nasser

OCTOBER 26, 2016

JOIN us in People Skills global Twitter chat Oct. 30th 10amET/2pmGMT to explore how to have more love & kindness vs. hatred & anger in this world. Host: Kate Nasser, The People Skills Coach™ w/ co-host Gary Gruber. Use hashtag #PeopleSkills. The post Hatred & Anger vs Love & Kindness: JOIN People Skills Chat Oct. 30 appeared first on KateNasser.com.

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CX Journey

OCTOBER 25, 2016

Image courtesy of reynermedia Trying to ensure the customer gets the attention she deserves within your company? Striving to make yours a customer-centric company? How does the customer become the center of attention for your organization? What tools should you have in your customer-centric toolbox? There are many, but one of my favorites is "the empty chair," which is a seat at the table for the customer and a reminder that we should always be considering if the decisions we make are in the bes

Touchpoint 68

Touchpoint CX Customer Feedback Customer Experience 68

The DiJulius Group

OCTOBER 26, 2016

5 World-Class Service Companies are Meeting the Expectations of Millennials“The margin of error for businesses to get the customer experience right has never been more narrow as 68 percent of millennial consumers have stopped doing business with a brand due to a single poor customer service experience. As millennials’ economic influence grows to an estimated […].

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