Sat.Oct 10, 2015 - Fri.Oct 16, 2015

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What Can Call Centers Do to Prioritize the Customer Experience? [Resource Guide]

Callminer

Companies need to be prioritizing the customer experience in order to compete in today’s increasingly consumer-driven marketplace. Here’s how to do it.

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What Ants Can Show You About Employee Engagement & Customer Centricity

PeopleMetrics

The other day, I was reading the Internet (as I'm wont to do). So speeding into autumn, full tilt toward the winter—it happened that I found an interesting research study about ants. Do you recall Aesop’s fable “The Ant and the Grasshopper?” Remember the industrious ant preparing for the winter, while the lazy grasshopper frolics away the days? As it turns out, if Aesop had the research to work from, his ant would probably be just as lazy at his grasshopper.

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Customer Service Staff Turnover. The Real Cost (Infographic)

Provide Support

Have you ever calculated how much it costs when your customer service agents leave? The figures will be shocking when you take into account all investments in training, hiring costs and your team spirit. The turnover rate for customer service agents vary depending on the country. The highest is in Philippines due to hard working conditions and low salary and the lowest rate is in EU.

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63 Ways to Improve the Customer Experience

CX Journey

Image courtesy of eurobasefulfillment1 Looking for some suggestions on how to improve your customer service and the overall customer experience? We know that delivering a great customer experience is critical to the success of a business. Without customers, what's the point? Customer service is one component of that customer experience, albeit a major customer touchpoint.

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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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Quirk’s Cover Story

Heart of the Customer

Check out Walking in Their Footsteps: How Journey Maps Can Help You Get Closer to Your Customers, Heart of the Customer’s cover feature in Quirk’s Magazine! In it I explain what journey maps are, how they work, and the different ways they can be used. Plus, I talk about the theory behind journey mapping, and […]. The post Quirk’s Cover Story appeared first on Heart of the Customer.

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Modern Leadership Muscles: JOIN #Peopleskills Chat Oct. 18th 10amET

Kate Nasser

Leadership has moved from a focus on physical muscles to more important leadership strengths. JOIN The People Skills Coach™ & #Peopleskills global Twitter chat community on: What are today's modern leadership muscles? Oct. 18th 10amET. The post Modern Leadership Muscles: JOIN #Peopleskills Chat Oct. 18th 10amET appeared first on KateNasser.com.

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Would your Customers save your life?

The DiJulius Group

ImageFIRST= CustomerFIRST – ImageFIRST is the largest and fastest growing provider of healthcare laundry services to medical practices throughout the US. Why? Because of the fanatical approach they take to the Customer experience they deliver. One of their key differentiators is their Customer Advocate, who comes in contact the most with ImageFIRST Customers.

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How to Avoid Customer Support Growing Pains

Comm100

It is the dream of every entrepreneur that his/her business will grow and become more profitable. I mean, why else start a business if you don’t want it to grow, right? Well, with a lot of hard work and continuous effort business growth is certainly an attainable goal. However, even if you are successful in growing your business and its revenues, there is also another area in which you must also ensure growth – customer support.

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Hey! You Got Your Metrics in My Journey Map!

CX Journey

Image courtesy of Betty Crocker Recipes Today's post is a modified version of a post I originally published on Touchpoint Dashboard's blog on June 11, 2015. Remember the old Reese’s Peanut Butter Cups commercials from the ’80s? The ones where two people – one eating chocolate, the other holding a jar of peanut butter – collide and exclaim: “Hey! You got your chocolate in my peanut butter!

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Capacity Creation – Build a “Stop Doing” List

Customer Bliss

Do you practice capacity creation? Or do you layer on? Without managing workload you simply can’t prove commitment. Layering ‘customer work’ on top of the already full plates of operational leaders and teams is the recipe for customer focus abandonment. Yet that is what I encounter with every client as we do this work. “Do you have a ‘stop doing list?

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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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4 Hidden Qualities That Contradict CX Efforts

1 to 1

Customer experience varies from company to company. Service that may appear subpar at one establishment may seem top-notch at another store. Ultimately, it's all relative. However, there are numerous factors that hinder CX no matter how high or low customers' expectations are. Though not always obvious, these elements undermine all other CX efforts because they slowly undo progress, causing satisfaction and loyalty to come apart at the seams.

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5 Strategies For Revolutionizing Your Digital Customer Experience

Qualtrics

For companies, providing a truly exceptional customer experience can mean the difference between engaged customers and lost business. Interestingly, few companies seem to realize their digital experience potential. In one study, Forrester assessed 61 companies based on the quality of their customer experiences and operational excellence. As you can see in the below chart, most companies (48 of the 61) fell into the “Digital Dinosaur” quadrant.

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Customers Want Better Customer Service…or Else!

Beyond Philosophy

New research reveals that 98% of U.S. Consumers say Customer Service is important to them when choosing a brand and forming loyalty with it. This situation is not just unique to the U.S. In the U.K., 97% of Customers believe that Customer Service is important to them when they choose where they do business. Furthermore, it also reports 63% of 1,000 U.K. consumers said they have stopped doing business with companies that blow it with Customer service.

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How Fast Data Can Turbocharge the Customer Experience

1 to 1

Big Data can provide marketers and customer experience professionals with a wealth of information about customers such as web pages they've visited, sentiments they've shared about brands on social media sites, and other information that can provide insights about customers' preferences, needs, and behaviors. But in some cases, opportunities to engage with a customer or to improve a customer's experience occur at a particular moment when marketers, customer care associates, and other customer-fa

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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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DMA '15: Marketers Must Change

1 to 1

How should marketers change their thinking? That was the question I repeatedly asked myself while attending &Then, the Direct Marketing Association's 2015 conference last week. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

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The Benefits (and Pitfalls) behind Facebook's 'Reactions'

1 to 1

Last week, Facebook unveiled new ways to respond to posts or comments with additional emoticons that allow users to express other emotions besides the generic "like" or thumbs-up button. The new feature could potentially give marketers greater insight into consumer sentiments. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

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