Fri.Feb 03, 2017

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Guest Blog: Kaleidoscope Service

ShepHyken

This week on our Friends on Friday guest blog post my colleague, Chip Bell, shares his concept of kaleidoscope service with some great examples. Kaleidoscope service, I like it! – Shep Hyken. When I grow up, I want to be a kaleidoscope! Kaleidoscopes are addictive. They make you privately ooh and ah as you turn the animator and behold the patterns of colorful glass that charm you.

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POS, Promoters and Perfect 10s: Upcoming Webinar – Customer Experience in Retail

CustomerGauge

POS, Promoters & Perfect 10s On February 8th, CEO and co-founder of CustomerGauge, Adam Dorrell, will join Senior Manager of GUEST Services and Training for AREAS, Cary Self, to deliver a special webinar on customer experience in retail. They’ll cover best practices for Net Promoter® in Multi-Channel Retail and insight into measuring and improving customer (“guest”) experience with […].

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When and Why Saying No to Customers Can Save the Day

aircall

If you work in customer service, your prime directive is likely to be “yes, and…”. This improv rule-of-thumb serves to foster positive communication by having each interlocutor build upon what was previously said. However, sometimes you’ll find it necessary to stop a train in its tracks and actually come to terms with saying no to customers. Saying no to customers isn’t easy.

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6 Common Customer Experience Strategy Pitfalls

McorpCX

For any organization striving to significantly improve customer experience, they need a plan to do so. That’s because the ability to design and deliver great customer experience doesn’t “just happen.” It’s planned. Which is where a customer experience (CX) strategy comes into play.

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The 2023 Verint Experience Index: Retail

Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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How to Get Rid of Bad Work Habits and Be More Successful

LiveChat

Recently, I spoke with my friend about his work. He told me that he has so much work that he ends up working overtime almost every day. Of course, I felt sorry for him, but I couldn’t give up the impression that if he was able to get rid of a couple of bad work habits, he would be much more efficient. Since I worked with him for a couple of years, I knew his working routine.

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How Customer Experience (Cx) can be Dramatically Enhanced by Deploying Digital Channels and Digital Resources

Uniphore

Most professionals operating in the Customer Experience (Cx) space are typically faced with these four primary challenges: Improve, enhance and optimize the entire Customer Experience. Reduce or mitigate business, brand, product and reputational risk. Improve business, commercial and financial performance. Read More.

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A Way of Doing Business

Brad Cleveland Blog

One of the most important leadership priorities is to ensure that your customer contact center delivers maximum strategic value to your organization. That, in turn, is what will get you the support you need from colleagues across the organization. It’s what will secure adequate funding, and will facilitate the means to attract the talents required.

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How Customer Experience (Cx) can be Dramatically Enhanced by Deploying Digital Channels and Digital Resources

Uniphore

Most professionals operating in the Customer Experience (Cx) space are typically faced with these four primary challenges: Improve, enhance and optimize the entire Customer Experience. Reduce or mitigate business, brand, product and reputational risk. Improve business, commercial and financial performance. Read More.

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A Way of Doing Business

Brad Cleveland Blog

One of the most important leadership priorities is to ensure that your customer contact center delivers maximum strategic value to your organization. That, in turn, is what will get you the support you need from colleagues across the organization. It’s what will secure adequate funding, and will facilitate the means to attract the talents required.

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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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Fixed vs. Growth Mindset in Customer Success, What Does That Mean?

Amity

If you enjoy reading about how to lead teams or be successful then you’ve probably come across the topic of fixed vs. growth mindsets. The concept comes largely from the research of Dr. Carol Dweck of Stanford University and while her research is focused on the ability of students to succeed in the face of adversity I also find the idea a useful concept for Customer Success.

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How Can You Transform Your Contact Center with Data?

Emicen Contact Centers

To prosper, brands must transform themselves digitally, leveraging the power of data—exponentially improved by the new data tech—to become a truly responsive enterprise. But where inside their business should they focus? Contact centers are exceptionally fertile ground for data to produce significant gains. Why? First, there’s a lot of opportunity for improvement.