Alida

JUNE 19, 2018

Large brands are increasingly turning to smaller ones for inspiration. These brands are hoping that by learning and adopting a startup mentality, they can fend off disruption and continue to lead their industry. In many ways, copying or even acquiring smaller players makes sense for larger brands. As digital natives, younger startups know how to use new technology to drive growth and can teach established players a new thing or two.

Brands 138

Brands Apparel Retail Trends 138

CX Journey

JUNE 20, 2018

Image courtesy of Pixabay I originally wrote today's post for Zingle. It appeared on their blog on January 16, 2018. Communication is important to any relationship, and it's no less important in the relationships that businesses have with their customers. When it comes to communicating, your company’s accessibility, availability, responsiveness, courtesy and professionalism, consistent voice, and consistent messaging go a long way toward building strong relationships and delivering a great exper

Customer Journeys 140

Customer Journeys Communication Exercises Fashion 140

Customer Bliss

JUNE 20, 2018

What happens when one moves from hospitality to healthcare? Shawn Smith is a Chief Experience Officer at MedStar Washington Hospital Center. Though he’s only been in this position for less than a year, Shawn is responsible for improving the experience of the hospital which spans both patient and caregiver experience, and the overall quality and safety aspect of the health care center.

Hospitality 143

Hospitality Healthcare How To Customer Centricity 143

Second to None

JUNE 21, 2018

The Importance of Content Marketing. Content marketing is frequently used to make certain the target audience sees exactly what they want. This helps ensure they share the content with others while gaining their loyalty to the brand. There are important guidelines for content marketing and the old views should be eliminated. Producing immediate sales from the content is important.

Loyalty 61

Loyalty Consumers Marketing How To 61

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

Call Center

Experience Matters

JUNE 20, 2018

The most dowloaded content that I’ve published is our free eBook, The Six Laws of Customer Experience. It’s been translated into many languages and read by 10’s of 1,000s of people. It continues to be very popular because it uses simple language and concepts to describe what we call “the fundamental truths about how organizations treat customers.” We’ve developed an updated infographic that brings the laws to life.

Infographics 291

Infographics Customer Experience eBook Customers 291

QuestionPro Audience

JUNE 21, 2018

Summertime brings the heat, barbecues and pool parties. The food and beverage industries count on American consumers purchasing traditional barbecue fare such as burgers, hot dogs, and beer. But with consumer’s eating habits evolving in search of more healthy options, these industries will need to make adjustments to their products in order to capitalize on their shifting tastes. .

Consumers 223

Consumers Trends Industry Report 223

Experience Investigators by 360Connext

JUNE 20, 2018

If you’ve never thought about how you engage customers, then what’s to stop them from becoming actively disengaged? Sometimes we set ourselves up for this! It even echoes back to us in the way we engage within our own organizations. Consider this real-life scenario: I used to have a joke with some colleagues at my first job. We were constantly walking into meetings in conference rooms with LONG agendas that could get pretty boring and stuffy.

Engagement 179

Engagement Social Media Sales Loyalty 179

Experience Matters

JUNE 18, 2018

Over the last few years, many B2B organizations have created customer success organizations that focus on ensuring that their clients are happy. These companies are realizing that customers aren’t just buying their products, they’re making purchases with the expectation that they will achieve some value from the provider’s products and services.

Customer Success 202

Customer Success Fashion B2B Customers 202

InMoment XI

JUNE 21, 2018

In many ways, our financial lives have become much less complicated. We can manage our bank accounts online and deposit checks from our smartphones. Those same smartphones can be used to buy a cup of coffee or pay our portion of the restaurant bill. But in other ways, our financial lives have become more complicated. View Article.

Financial 200

Financial Banking Management 200

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.

Data

QuestionPro Audience

JUNE 22, 2018

The U.S. pet industry has been growing year after year, with overall sales of pet products and services rising 5% in 2017. Pet technology is a category that is growing at a rapid pace, with no signs of slowing down. It is expected to generate $233 million in 2018, marking an 18% increase from 2017, according to a study by the Consumer Technology Association.

Industry 207

Industry Retail Technology Study 207

CX Accelerator

JUNE 19, 2018

Empathy is defined as the ability to understand and share the feelings of another. For example, we show empathy when we put ourselves in the shoes of an elderly person and give them our seat on a crowded bus. Or when we share genuine excitement with a friend who received a job promotion. Showing this type of empathy often comes naturally to us, and is ingrained in how we act in our everyday lives.

Customer Experience 159

Customer Experience Customer Journeys Groups Airlines 159

NICE inContact

JUNE 20, 2018

You may be familiar with the Hoveround name, even if you haven’t used it products. That’s because Hoveround is the largest direct-to-consumer manufacturer of power wheelchairs in the U.S., and its mission is a powerful one: The 25-year-old company is dedicated to improving and enriching lives through improved mobility. But Hoveround’s contact center, which plays a pivotal role in servicing current customers as well as calling prospects, just wasn’t keeping up.

Customer Service 167

Customer Service Contact Center CRM Connections 167

InMoment XI

JUNE 21, 2018

In many ways, our financial lives have become much less complicated. We can manage our bank accounts online and deposit checks from our smartphones. Those same smartphones can be used to buy a cup of coffee or pay our portion of the restaurant bill. But in other ways, our financial lives have become more complicated. View Article.

Financial 200

Financial Banking Management 200

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Find your perfect LMS. Choosing the right Learning Management System (LMS) is crucial for your business's success. With so many options available in the market, how do you ensure you make the best choice? This guide is your key to finding the ideal enterprise learning platform for your business. Compiled by industry experts, these questions will help to clarify your needs, prioritize your most essential features, and guide you through the evaluation process.

Training

AskNicely

JUNE 22, 2018

W ant to amp up your brand’s customer experience, but aren’t sure where to start? Christina Burns, VP of Customer Success at Ruby Receptionists , is here to give us the secret to a truly customer-obsessed company culture: be first and foremost employee-obsessed. Some of the world’s biggest brands would agree; as Virgin Group founder Sir Richard Branson said, “Put your staff first, customers second, and shareholders third.”.

Net Promoter Score 150

Net Promoter Score Video Culture Connections 150

Omnicus

JUNE 21, 2018

Deliver the best CX with these tools and resources to acquire and retain more customers. Customer experience (CX) is surpassing price and product selection as the key differentiating factor that affects consumers’ purchasing decisions. An outstanding CX can help increase customer acquisition, improve retention, cultivate advocacy, and boost profit.

Resources 140

Resources Strategy Customer Experience Consumers 140

NICE inContact

JUNE 19, 2018

As a contact center manager, you face never-ending challenges from day-to-day operations to envisioning long-term possibilities to improve customer experience while at the same time building efficiency and modernizing processes and systems. Achieve your vision, view the path to possibility within your contact center in this video. The post Journey to Contact Center Success appeared first on NICE inContact Blog.

Contact Center 166

Contact Center Video System Customer Experience 166

InMoment XI

JUNE 19, 2018

While doing some research on change management and organizational transformation, it struck me that as CX professionals we tend to see the impetus for any change initiative as deriving largely, if not totally, from looking at organizational issues primarily through a CX lens. I suppose that’s natural when, as passionate CX practitioners, we want to.

Management 200

Management 200

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Communication

TechSee

JUNE 18, 2018

With its value clearly proven within the field service industry and Goldman Sachs predicting that augmented reality (AR) will be an $80B market by 2025, it comes as no surprise that the sector is leading the market in practical implementation of AR technology. . The ability to augment information onto objects being serviced within the physical environment is transforming the field service industry.

Video 152

Video Innovation Travel Tools 152

Omnicus

JUNE 21, 2018

Deliver the best CX with these tools and resources to acquire and retain more customers. Customer experience (CX) is surpassing price and product selection as the key differentiating factor that affects consumers’ purchasing decisions. An outstanding CX can help increase customer acquisition, improve retention, cultivate advocacy, and boost profit.

Resources 140

Resources Strategy Customer Experience Consumers 140

NICE inContact

JUNE 21, 2018

79% of consumers indicate that they will leave you if you provide them just one bad customer experience. Consumers not only demand the best from your product or service, but they demand the best from your people, and your systems. There isn’t much room for error, and a lot is at stake! So, what constitutes a “bad customer experience”? Answering that question is critical.

Contact Center 123

Contact Center Customer Experience Omni-Channel Consumers 123

Kayako

JUNE 21, 2018

Live Chat. Everyone wants it but nobody wants to do it. It’s one of the hardest, easiest things that a company can do to provide stellar support. Implementation is easy: you find a tool that works for you, turn it on and put it where all of your customers can see it. [link] But once you’ve done that, it can be exhausting: an endless onslaught of interactions, poorly worded or communicated questions, 24/7 expectations from your customers, shuttling back and forth between your ticketing system and

Company 120

Company How To Course Tools 120

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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

Self Service

Kristina Evey

JUNE 18, 2018

Shownotes… Core Values Build the Company Culture into the Customer Experience. Core values serve as the guiding light for how everyone in your company interacts, communicates and works with each other, external customers, and the community. Core values should be unique to your company. Core values provide the framework to help guide many business decisions.

Customer Experience 120

Customer Experience Leadership Culture Customers 120

Omnicus

JUNE 21, 2018

Deliver the best CX with these tools and resources to acquire and retain more customers.

Resources 186

Resources Strategy Customer Experience Tools 186

Beyond Philosophy

JUNE 22, 2018

When I need work done at the house, I always get three quotes. I never go with the highest or the lowest, but instead, I choose the one in the middle. This shortcut, called Extremeness Aversion, helps me make an important decision—and it helps your customers make buying decisions, too. We discussed Extremeness Aversion on our podcast earlier this month.

Customer Expectations 144

Customer Expectations Course Customers Sales 144

Customer Bliss

JUNE 22, 2018

Recently, during the launch of my latest book, “ Would You Do That To Your Mother? The ‘Make Mom Proud’ Standard for How to Treat Your Customers ,” I stopped at Nasdaq in Times Square for a #NasdaqSpeedReads interview with Lyanne Alfaro. We spoke about the book, how good employee and customer experience affects businesses and customers, and why technology and CX should play nicely together without removing the human element.

Customer Journeys 120

Customer Journeys Chief Customer Officer Survey Voice of Customer 120

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.

Retail

Experience Investigators by 360Connext

JUNE 20, 2018

If you’ve never thought about how you engage customers, then what’s to stop them from becoming actively disengaged? Sometimes we set ourselves up for this! It even echoes back to us in the way we engage within our own organizations. Consider this real-life scenario: I used to have a joke with some colleagues at my first job. We were constantly walking into meetings in conference rooms with LONG agendas that could get pretty boring and stuffy.

Engagement 110

Engagement Social Media Sales Loyalty 110

Michelli Experience

JUNE 19, 2018

Business Fear: Afraid of Being a Loving Business? Long ago I embraced an idea that has had a profound positive effect on my business and, in turn, has helped me be more effective in the way I guide customer experience and leadership efforts on behalf my clients. It is a simple distinction found in a variety of faith traditions including Buddhism, Christianity, and even secular spirituality (e.g., A Course in Miracles ).

B2C 113

B2C Comparison Hotels B2B 113

Comm100

JUNE 19, 2018

Trade shows are a fantastic place to get up to date on all of the latest technology, best practices and ideas in your industry. The ICMI Contact Center Expo which took place at the end of May was no different – with a strong keynote lineup and insightful sessions to attend, it was a fantastic event for anyone looking to top up their knowledge on everything CX.

Contact Center 102

Contact Center Entertainment eBook Culture 102