Sat.Jul 18, 2020 - Fri.Jul 24, 2020

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How to Succeed in Leadership, Marketing, Innovation and Insight

C3Centricity

Although I love quotes, especially about how to succeed, I love success even more. Do you? One of my favourite quotes on the topic of success comes from Winston Churchill during his address to the Harrow School (UK) during WWII in 1941. It was one of his shortest speeches but probably one of his most quoted. He said: “Never give in, never, never, never, never” If you are interested, you can read his full speech – which is not a lot longer!

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Customers Want Personalized Experiences and Privacy: Can They Have Both?

Experience Investigators by 360Connext

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The secrets of Gymshark’s customer-centred success

Alida

With businesses fighting hard to re-engage their customers in the wake of the coronavirus pandemic, Gymshark is one company that retailers could learn some lessons from, says Daniela Cicoria, senior customer success manager at Vision Critical.

Retail 208
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The Definitive Guide to ONLINE Customer Experience Events

Kerry Bodine

While some in-person customer experience conferences in parts of the world less affected by the pandemic seem to be moving forward for fall 2020, there’s no clear indication of when the global events industry will get back to some kind of new normal. But that doesn’t mean that your need to learn and connect with other CX practitioners has gone away.

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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 Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom

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5 Strategies for CX Excellence

PeopleMetrics

After writing my book, Listen or Die , which outlined 40 lessons that turns customer feedback into gold, I often got the question: "what are the small handful of strategies that provide the biggest impact or provide the most insight on driving CX excellence?". Here they are! Measuring the customer and employee experience is a continuous process, not an event.

Strategy 163

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Part 1: Achieving Customer Support Excellence

Team Support

“Technical Support Excellence is the achievement of the maximum positive impact on profitability and reputation of the company, product, or brand being supported through the efficient and effective delivery of support.” 1 That’s according to a recent report by ServiceXRG, a research firm that helps companies retain customers, expand revenue, and achieve cost efficiencies through service excellence.

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The Big Mistake People Make With Artificial Intelligence

Beyond Philosophy

The Big Mistake People Make with AI. Business leaders of today have to understand the technology of tomorrow. Specifically, one would be wise to understand what AI is, how it works, and what problems it can solve for your business. This episode of The Intuitive Customer is a conversation with Bikram Ghosh, associate professor of marketing at the Eller College of Management at the University of Arizona, Tucson about AI in business today and what is possible for your business processes.

Groups 114
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Three Strategies to Quickly and Effectively Recover Customers

inmoment

Customer retention lies at the heart of everything from customer experience (CX) strategies to contact center tactics. Additionally, retaining and recovering existing customers is far more cost-effective for a brand than focusing solely on acquiring new business. Faced with these and other reasons, most brands see the importance of customer recovery and work hard to turn negative experiences into positive ones.

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Bridging the Gap Between Product and CX

GetFeedback

Three ways for CX and Product teams to work better together in optimizing the customer experience.

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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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The Value of CX (Part 2): Advancing the Maturity of CX

Alida

A Q&A with Crystal Miceli, Vice President and Head of Product Management. Q: In your last post , you referred to NPS being a single stage in CXM maturity. Can you elaborate on the maturity model?

NPS 204
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Customer Care Versus Gossip – Tip #8

Steve DiGioia

The other day I heard some people complaining about poor customer service. Each shared their complaints about a past shopping trip that irked them enough to commit the story to memory (those are the worst kinds). One person complained that the store’s workers spent too much time talking to each other and seemed to not care that she was waiting in line.

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Changing Passwords Sucks! 5 Tips To Make It Better

Kerry Bodine

This past weekend I tackled a long overdue task: Changing all of my old and not-so-secure passwords. (What can I say… These are exciting times.) Even though change password functionality has been around since the dawn of the Web and is a cornerstone of account security, I was shocked at just how many sites made it difficult for me to accomplish this important and seemingly simple task.

Tips 177
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Call Center Software, Customer Experience as Survival Tools for Small and Medium Businesses (SMBs)

NICE inContact

Challenging times can present opportunities to reassess. Even as they preserve cash and scale back, SMBs need to double down on customer service and the customer experience. Call center software can be a key driver—and a bridge to the other side of the crisis.

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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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Top 150+ Global Customer Experience Thought Leaders and Influencers of 2020

Storyminers

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. It is now considered to be the key brand differentiator and a critical factor for your brand’s success and revenue growth. While many brands are struggling to deliver the relevant and delightful experiences to the customers, certain Customer Experience Leaders have broken the code and delivered what is considered to the best!

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Prioritize features for your product roadmap using these surveys

GetFeedback

Learn more about how to prioritize features for your product roadmap using these surveys from GetFeedback.

Roadmap 195
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The secrets of Gymshark’s customer-centred success

Alida

With businesses fighting hard to re-engage their customers in the wake of the coronavirus pandemic, Gymshark is one company that retailers could learn some lessons from, says Daniela Cicoria, senior customer success manager at Vision Critical.

Retail 130
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Latest Research Shows the Future of CX is Here and It’s Digital-first Omnichannel

NICE inContact

Each year, we survey more than 2,500 consumers across the globe to discover the latest on their real-world habits and opinions on a wide spectrum of customer service-related topics. Then we slice and dice the results, including by generational groups, to uncover useful insights such as year-over-year trends. The consumer wave of the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark reveals the latest on customer service behaviors, expectations, and attitudes about digital cha

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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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Would You Fight to Make Your Customers Happy?

ShepHyken

These are the kind of people—and the kind of company—you want to do business with. First, a little background. I was having a conversation with a colleague and came up with the idea that you shouldn’t have to fight with a company to get your problem resolved or for them to make you happy. They should want to make you happy. Just a couple days later I saw this idea in action, but with a twist.

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How to deploy an employee engagement survey

GetFeedback

Learn everything you need to know about effectively deploying an employee engagement survey.

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The Value of CX (Part 2): Advancing the Maturity of CX

Alida

A Q&A with Crystal Miceli, Vice President and Head of Product Management. Q: In your last post , you referred to NPS being a single stage in CXM maturity. Can you elaborate on the maturity model?

NPS 130
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20 Call Center Software Features that Can Help Organizations Address Their Most Pressing Challenges

NICE inContact

If you're a call center looking for software, you have a lot of options to choose from. Similar to cars, call center software packages range from low-cost, low-feature options to platforms with a lot of bells and whistles and a high price tag to match. But, unlike fancy cars, which are often vanity purchases, software decisions are normally driven by requirements and budget.

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Top 5 Ways to Optimize Your Loyalty Strategy

Speaker: Lauren Barash, Vice President, Brand Marketing

In an ever-evolving industry, building and retaining loyal customers is critical to the success of any restaurant business. Join Lauren Barash, VP of Brand Marketing at Full Course, as she delves into the world of restaurant loyalty programs, and reveals the top five essential strategies to optimize your approach! This webinar will explore: Loyalty trends and what you should be focusing on 📊 Actionable insights and ideas to help you develop the most powerful and effective loyalty program

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Truth in Teamwork: How cross-functional collaboration drives remote resolutions

TechSee

Many enterprises struggle to deliver excellent customer care and suffer from a range of operational inefficiencies due to a lack of inter-departmental communication and cross-functional collaboration. Their agents and technicians are effectively siloed. A rep may promise a customer next-day service but then field service cannot provide a technician.

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How to deploy an employee engagement survey

GetFeedback

Learn everything you need to know about effectively deploying an employee engagement survey.

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How to Give Feedback to Remote Agents

UJET

Every agent on your team can use feedback to improve, increase efficiency, and learn how to move into specialized customer service roles. Sometimes, it can be difficult for agents to always know where they can improve their skills and supervisors should be offering feedback and building growth plans for agents. But how can you give feedback to agents in the best way possible?

Feedback 120
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How to Create Video for a Facebook Business Page

ReviewTrackers

Photos are great for your Facebook business page , but so is creating and uploading video content. In fact, it’s one of the most popular things to do on the website. Facebook users accumulate about 100 million hours of watch time every day. Videos can add more visual appeal to a Page, and it can effectively show more content than a small pool of photos.

Video 118
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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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KPIs, Analytics and Data: The Right Tools for the Job

Vanilla Forums

While most Community Professionals may think that coming up with what KPIs should be measured is a difficult task, I’ve actually seen more failure in how the KPI measurement is executed and how the data is reported.

Data 122
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3 Pitfalls to Avoid in Grocery Curbside Pickup Service

Second to None

Overwhelming customer volume, lingering out-of-stocks, and having to adjust to in-store social distancing practices for the sake of employees and customers. It comes as no surprise that contactless ordering and pickup/delivery are gaining traction. Customers are increasingly embracing the notion of not stepping foot inside their local store, which means lost opportunity for connection.

Retail 114
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Can Your Front Line Team Provide a Great Service Exit?

Wired and Dangerous

The opening keynote was preceded by the safety briefing for the large banquet hall attendees. It was the usual “in case of fire” cautions and instructions. It dramatically and clearly called attention to the exit signs over the doors completely invisible in an otherwise “take it for granted” perspective. The flight attendant on the airline does the same “notice the exits” speech before every flight.