February, 2014

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What You Don’t Know

InMoment XI

We’ve all heard the phrase “What you don’t know can’t hurt you,” and we’ve probably just as often refuted its assertion. There are plenty of reasons why the unknown can hurt us. The following example effectively demonstrates this. I was recently on a call with a company that was looking at their Net Promoter Scores.

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Great Moments in Selection Bias

GetFeedback

I conducted an informal survey today, asking 22 residents of my hometown, Charlotte, North Carolina, what they liked best about our city.

Survey 150
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3 Words to Avoid for Better Customer Service Communication

Win the Customer

'Millions of words are used each day in customer service communication; three little ones have great power to destroy your customer service experience and should be avoided at all cost. Studies have shown that vocabulary is a good predictor of success. Those who a greater mastery of language and the ability to communicate have greater […].

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Accessibility is Key to Customer Satisfaction in 2014

Comm100

When one thinks of providing a great customer experience, it’s easy to visualize some of the more common aspects of customer service – employees with customer friendly attitudes, giving the customer their money’s worth and promptly resolving any concerns or issues. These are all important; however, with the customer experience playing field being leveled by new technology and the almighty Internet, it’s important to focus on another key aspect – Accessibility.

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3 Ways Brick-and-Mortar Retailers Can Improve Customer Experience

Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

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One Killer Way to Convince Executives that Customer Experience Data is Worth It

PeopleMetrics

'I''ve Got Customer Experience Data. What Now? So you are getting ready to update the C-Suite on your customer experience metrics. You’ve collected lots of customer experience data, you have a bunch of insights, perhaps you have a deck of beautiful slides, filled with graphs and tables and statistically significant differences. But your biggest challenge is in being able to influence this team of execs to take action on what you tell them.

Data 111

More Trending

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What You Don’t Know

InMoment XI

We’ve all heard the phrase “What you don’t know can’t hurt you,” and we’ve probably just as often refuted its assertion. There are plenty of reasons why the unknown can hurt us. The following example effectively demonstrates this. I was recently on a call with a company that was looking at their Net Promoter Scores.

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GetFeedback and Salesforce, Better Together.

GetFeedback

GetFeedback for Salesforce delivers an integrated offering that allows you to create branded, mobile-ready customers surveys.

Survey 150
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9 Facts That Will Change What You Think of Customer Service [Infographic]

Win the Customer

'Customers wait 1 minute on hold before getting the run around from customer service, it''s not wonder they are always willing to switch to a competitor.

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Tackle Tough Problems with Design Thinking & Customer Journey Mapping

Touchpoint Dashboard

'“Most failures in industry are not that people can’t solve problems; it’s that they’re not always great at identifying the right problems to solve.” - John Kembel, Stanford d.School When John Kembel, founding member of the prestigious Stanford d. School, spoke those words at the recent Boulder Innovation Executive Forum, you could almost hear the […].

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Manual Call Reviews? There's a Better Way!

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom

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Even More Creative Ideas to Gain Executive Attention and Empathy for Customers

PeopleMetrics

'Those working as customer experience professionals are fighting to get attention from busy executives. How do we get executives to understand and care about the customer experience? In last week''s article, Creative Ideas to Gain Executive Attention and Empathy for Customers , we said that executives need to feel and truly understand who their customers are and what it is to be a customer of their company.

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Customer-Centricity = Blue Ocean Strategy

Doug Leather

'I’ve long been a supporter of ‘Blue Ocean Strategy’ thinking. I’m also a firm believer that the greatest opportunities for business today lie with business model innovation – i.e. finding new ways to create, deliver and capture value. This enables the creation of uncontested market space – ripe for growth. Blue Ocean Strategy. Blue Ocean strategy, created by Professors W.

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What You Don’t Know

InMoment XI

We’ve all heard the phrase “What you don’t know can’t hurt you,” and we’ve probably just as often refuted its assertion. There are plenty of reasons why the unknown can hurt us. The following example effectively demonstrates this. I was recently on a call with a company that was looking at their Net Promoter Scores.

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The Four Gears of B2B SaaS – Part 1

Amity

Geoffrey Moore recently published a new edition of his classic high-tech marketing book, Crossing the Chasm , updated to be relevant for today’s markets. While the core model is unchanged, Moore makes it clear that ‘Crossing the Chasm’ is strictly a B2B model. To address newly relevant B2C markets, Moore adds a new model as an appendix. The Four Gears Model for Digital Consumer Adoption.

B2B 48
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Turn Payments Into Personalization: Unlock the Value of Transaction Data

Speaker: David Nisbet, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

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Great Customer Service Starts in the Staff Room

Win the Customer

'Internal customer service, or servicing those who service your customers is vital to any business progressing, properly functioning, and continuing to establish a patter of exceptional customer experiences. As companies focus intently on improving the level of customer service they offer to clients, the quality of internal interactions within the business can become overlooked.

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ForeSee Releases New E-Government Satisfaction Index and Mobile Federal Government Benchmark

ForeSee

'The ForeSee E-Government Satisfaction Index (Q4 2013) Now Available Download the Report This quarter’s aggregate score for e-government websites (74.6 on the Index’s 100-point scale) is down slightly from last. The post ForeSee Releases New E-Government Satisfaction Index and Mobile Federal Government Benchmark appeared first on ForeSee.

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Creative Ideas to Gain Executive Attention and Empathy for Customers

PeopleMetrics

'Customer Experience professionals often face a daunting task: getting executives to truly care about the customer experience. While executives often talk about customer experience and its importance to the business, sometimes their actions indicate that they do not identify with customers the way the Cx team does. With competing priorities around revenue growth, operational efficiencies, and innovation, customers are often an afterthought on the executive agenda.

Banking 102
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How much are you loved?

Smith+co CX

'Every brand wants a relationship with its customers. We want them to like us; even love us, and love only us - forever. Customers too want to be loved, but do they think about their interaction with a brand as a relationship? It seems they do. The annual Edelman survey found that increasingly customers are choosing brands on emotional and relationship-based criteria.

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The Ultimate Guide to Monetizing Customer Learning

Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.

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Being Human: Marketing Research Style

InMoment XI

Earlier this week, I shared the story of British clothing designer, Boden, and why I appreciate the personality that defines their catalogue, website and brand. This personality extends beyond marketing into their customer experience research through the use of clever, quirky and straightforward survey invitations signed personally by the founder. Customers today are looking to.

Marketing 200
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The Four Gears of B2B SaaS – Part 2

Amity

In Part 1 we expanded Geoffrey Moore’s Four Gears model to this emerging B2B model ( SaaS 2.0 ) In this post we will examine how to operationalize the four gears. Over the past few years the B2B business model has evolved from a ‘Land and Maintain’ model to a ‘Land and Expand’ model. Four Gears Model for B2B SaaS. Of the Four Gears in the new B2B model (Land, Convert, Expand, and Enlist) all but the Land gear are relatively recent additions to the model.

B2B 48
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What is the Relationship Between Customer Service Quality and Market Share?

Win the Customer

'Is there a relationship between the size of a company and its ability to deliver quality customer service? What does it mean for business success?

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How Nonprofits Can Increase Online Donations and Other Random Acts of Kindness

ForeSee

'by Kecia Brady, Marketing Representative, ForeSee In addition to being Presidents Day in the United States, it’s also Random Acts of Kindness Day. I like this quote from our first. The post How Nonprofits Can Increase Online Donations and Other Random Acts of Kindness appeared first on ForeSee.

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Navigating the Future: Unveiling Trends and Bold Predictions in Customer Experience

Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?

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Sochi 2014 will be Remembered for Sporting Excellence

Customer Interactions

'Few sports fans want to consider security risks as they embrace the excitement of the Olympic Games. Looking back two years ago, many of the security concerns in the weeks before London 2012 were eventually mitigated by the British Army and helped pave the way for perhaps the most successful Games in recent years. In Sochi too, there were some real security worries threatening to overshadow the Games before the first athlete took to the piste.

Sports 31
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Laggard or leader. Where do you stand on the mobile experience?

Smith+co CX

'This is the conclusion of Forsee in its latest Customer Experience Index, where Amazon hit top spot for best mobile retail experience - a testimony to the online giant’s brilliance in making it quicker, cheaper and simpler for the consumer to buy almost anything. And through its mobile app, it not only enables, but encourages its customers to compare prices of various products while walking in different stores - before, of course, buying from Amazon.

Retail 28
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Being Human: Marketing Research Style

InMoment XI

Earlier this week, I shared the story of British clothing designer, Boden, and why I appreciate the personality that defines their catalogue, website and brand. This personality extends beyond marketing into their customer experience research through the use of clever, quirky and straightforward survey invitations signed personally by the founder. Customers today are looking to.

Marketing 200
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On Valentine’s Day, spread a little love to your customers

Amity

It’s that time of year again – when hearts are aflutter, your local florist has a banner day and somewhere a marriage proposal is likely going to take place. However, this Valentine’s Day, along with showing your affection for a loved one, share some of that love with your customers. As the most important asset to your business, customers tend to share a lot of love with your company every time you engage with them.

Course 48
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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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How Good Customer Service Works

Win the Customer

'Everyone uses customer service. Although it''s easy to be upset with the bad customer service, getting good customer service isn''t as easy as you think.

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8 Clever Ways Online Marketers Use Consumer Surveys

Upwave

Online marketers have a plethora of web tools at their disposal. We at Upwave are happy to see online marketing surveys becoming a more popular one, since they can inform a wide variety of business decisions. Marketers have used our consumer survey service in many clever ways, so we wanted to share some highlights: Defining your demographic. When developing a product or service, it’s essential to determine your target customer.

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PSIM Project Success Factors and Pitfalls

Customer Interactions

'Why are some Physical Security Information Management (PSIM) deployments the envy of others around them, while others are underutilized, even neglected? For starters, you need to start with a clear vision. To put it simply, your enterprise risk management strategy should drive what you integrate through PSIM, not the other way around. Once you define your vision, you want to avoid scope creep and stay on track.