Sat.Dec 17, 2016 - Fri.Dec 23, 2016

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Want More Sales? Give All Your Money Away!

Beyond Philosophy

On Black Friday, American retailers kicked off the holiday shopping season by opening their doors in the middle of the night, offering steep discounts, and giving away 100 percent of the money they took in. Wait – what was that last one? This year, outdoor clothing retailer Patagonia announced that it would give 100 percent of its Black Friday retail and online sales to grassroots environmental organizations.

Sales 141
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Chief Customer Success & Happiness Officer, With Amy Downs – CB32

Customer Bliss

Episode Overview. Amy Downs is the Chief Customer Success & Happiness Officer at Lifesize, a company enabling communication and collaboration among many mediums (their slogan is “connecting people to make their workplace great” ), was quite interesting. Her path to this role started as a software engineer. Like many Chief Customer Officers, Amy kept getting pulled in the direction of the customer, but needed to find her path to a formal role.

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Help your B2B clients, help yourself

Heart of the Customer

As a B2B company, you have a great opportunity to see the big picture that is hidden from your clients. By serving multiple clients, you can see something they can’t – and that they most definitely need to know. Your clients use your products and services in a vacuum. They probably have a good idea […]. The post Help your B2B clients, help yourself appeared first on Heart of the Customer.

B2B 68
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How to Become an Expert in Customer Service

Provide Support

How to Become an Expert in Customer Service. As a customer service manager or representative, you know first hand just how important it is to provide quality, effective customer service – especially in today’s world where social media dominates. Though these media platforms have undoubtedly played a monumental role in the changing landscape of customer service communication, customer’s wants and needs remain relatively unchanged.

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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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Is a ‘human free’ experience the future?

Beyond Philosophy

What happens when you take the people out of an experience that was traditionally a human-based interaction? Does it make it better or worse? And what does this mean to the future of Customer Experience? Amazon and Uber might soon have answers for us on these questions. Amazon and Uber have been making headlines by eliminating the humans from areas of the Customer Experience where a person is usually involved.

Legal 128
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CCO Forum 2017: Why you need a Chief Customer Officer

Customer Bliss

This post originally appeared on the CCO 2017 website. In today’s dynamic business environment, the one thing that should be of constant importance is the value of the customer as the lifeline of any organisation. Although many executives and business leaders are likely to agree with this notion, very few have successfully harnessed this belief and elevated the strategic importance of the customer’s needs to great effect.

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20 Years, 20 Stories: 2013 – A Design for the Future

Confirmit

I’ve been part of the Confirmit team for a little over three years now, but I’ve been using Confirmit Horizons for around 10 years, starting as a programmer, then a developer. Now, I’m happily settled into my role as a pre-sales architect and consultant within the Confirmit team in London. I’m a huge fan of great design. I love it.

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Servant Leadership: Essential for Moving Beyond Employee Satisfaction and Engagement

Beyond Philosophy

Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. In the consumer world, satisfaction has only incidental proven connection to customer experience and behavior, and engagement has similar challenges for employees (and customers). Many companies are still measuring customer sat in hopes that learning about its drivers will help build customer loyalty, but satisfaction isn’t contemporary regarding decision-making or reflective of what is going on in the customer’s rea

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Some Customers Deserve To Get Fired | Every Child Deserves To Believe In Two Things

The DiJulius Group

When a Customer Deserves to Get Fired Every company needs to have zero tolerance towards bullying, internally and externally. Recently, a teenage girl working at Cold Stone Creamery was serving a female customer. The woman said to her daughter, loud enough for the teenage employee to hear, “If you continue to eat too much ice […].

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GUEST POST: Jerry Sokol on Customer Experience Metrics

InteractionMetrics

Jerry Sokol writes for Biz Meets Tech and he recently wrote about something that’s always top of mind at Interaction Metrics—good customer experience metrics. Numbers are only useful insofar as they help you improve—simply tracking outcome metrics or just collecting data is never the answer.

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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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20 Years, 20 Stories: 2014 – Smart People Doing Cool Things

Confirmit

I’m excited to write this blog just as I approach my 2-year anniversary with Confirmit! At this time back in 2014, I was just getting ready to start. I’ll never forget the first week at the Confirmit Emeryville office. Chengcheng Feng and I started on the same day and went through Authoring and Reportal training together. Since we started in early December, part of our first week was attending the office Holiday party.

VOE 53
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5 People Skills Realizations to Recast Success in New Year | #PeopleSkills

Kate Nasser

Forget New Year's resolutions. For success, reflect on & use what you've learned about people. 5 people skills realizations from Kate Nasser, The People Skills Coach™. The post 5 People Skills Realizations to Recast Success in New Year | #PeopleSkills appeared first on KateNasser.com.

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Customer Service Trends to Look for in 2017

Comm100

We hope your customer service department saw a lot of improvements in 2016. But no matter where you stand at the end of the year, every team is wondering the same thing: what will 2017 bring? In this article, we’re going to give you a sneak peak at some of the customer experience trends that you can expect to see in the new year, and some tips on how you can put them into practice.

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GUEST POST: Jerry Sokol on Customer Experience Metrics

InteractionMetrics

Jerry Sokol writes for Biz Meets Tech and he recently wrote about something that’s always top of mind at Interaction Metrics—good customer experience metrics. Numbers are only useful insofar as they help you improve—simply tracking outcome metrics or just collecting data is never the answer. The right customer experience metrics don’t just tell you that customers […].

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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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How to Drive Customer Experience Strategy: 5 Steps

ClearAction

Is customer experience a passenger or a driver of your company’s corporate strategy bus? If you follow the money, the answer as it should be is obvious. Shareholders leave when customers leave — not the other way around. Follow the money. As the primary source of growth, customers’ ongoing relationship with your company must be every manager’s primary interest.

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20 Years, 20 Stories: 2015 – New York, Teamwork and Snacks

Confirmit

Unlike many of my colleagues who’ve written these blogs, I can’t really focus on a huge changes that have happened during my tenure, since I’m a relative newbie – at least compared to the likes of Tore and Paul Quinn. Saying that, though, even in the less-than-two years since I started, there have been a few changes that make it clear that nothing stands still for too long in Confirmit Land!

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GUEST POST: Jerry Sokol on Customer Experience Metrics

InteractionMetrics

Jerry Sokol writes for Biz Meets Tech and he recently wrote about something that’s always top of mind at Interaction Metrics—good customer experience metrics. Numbers are only useful insofar as they help you improve—simply tracking outcome metrics or just collecting data is never the answer. The right customer experience metrics don’t just tell you that customers […].

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GUEST POST: Jerry Sokol on Customer Experience Metrics

InteractionMetrics

Jerry Sokol writes for Biz Meets Tech and he recently wrote about something that’s always top of mind at Interaction Metrics—good customer experience metrics. Numbers are only useful insofar as they help you improve—simply tracking outcome metrics or just collecting data is never the answer. The right customer experience metrics don’t just tell you that customers […].

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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