Mon.Jan 15, 2018

article thumbnail

How We make Decisions – Prospect Theory

Beyond Philosophy

Prospect Theory is the name of the concept developed by Nobel-prize winning professor Daniel Kahneman and Amos Tversky, who were the “Godfathers of modern decision science.” It describes the hidden influences that exist that drive our behavior—and they aren’t what you think. Before Kahneman and Tversky’s paper on Prospect Theory, most economists felt like what drove decision-making was wealth, as in, the more wealth you had, the more options were available to you.

article thumbnail

Why Customer Service Training Is Essential

Customers That Stick

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Trending Sources

article thumbnail

Happy MLK Day in The Year of Humanity!

Customer Experience Matters

Happy MLK Day! Every year on this day I like to celebrate lessons that we can learn from Martin Luther King, Jr. This year, I’ll focus on this quote: “We must live together as brothers or perish together as fools“ This line is from King’s commencement address at Oberlin College in 1965 titled, Remaining Awake Through a Great Revolution.

Morale 80
article thumbnail

Good Intentions Will Only Get You So Far!

Olympia Consulting

How many of you showed up to work today with the goal of messing up your assignment or upsetting a member or customer? I would assume the answer would be: No one. Everyone has the best intention of performing their job with excellence, but good intentions will only get you so far! It does not … The post Good Intentions Will Only Get You So Far!

article thumbnail

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

article thumbnail

Agent Satisfaction May Be The Most Important Metric You’re Not Tracking

SharpenCX

Learn why agent satisfaction is foundational to success, and how an improvement in this metric could immediately boost all other metrics. [.]. Read More. The post Agent Satisfaction May Be The Most Important Metric You’re Not Tracking appeared first on Sharpen Contact Center Software.

Metrics 52

More Trending

article thumbnail

Retail TouchPoints recognizes JCPenney in Customer Engagement Awards

ForeSee

Retailers understand that the customer journey is changing, but only a portion have executed strategies to address and improve the process successfully. One example of this is leading retailer JCPenney, The post Retail TouchPoints recognizes JCPenney in Customer Engagement Awards appeared first on ForeSee.

45
article thumbnail

Top 7 Customer Engagement Trends in 2018

VocalCom

With the start of a new year, you might wonder how customer engagement will change. In the past couple of years, customer experience has been a top priority for companies, as the digital era has ushered in numerous technologies that many brands use to differentiate themselves from their competitors. While creating great customer experiences will remain a primary goal in 2018, the manner in which technology and humans work together to deliver this outcome continues to evolve.

article thumbnail

Why You Should Upload Your Contacts

AnswerConnect

Did you know you can add your customers to your AnswerConnect web app? Of course, we add your callers automatically. Continue Reading → The post Why You Should Upload Your Contacts appeared first on AnswerConnect Blog.

article thumbnail

2018 Retail CX Insight Report examines key trends and data helping drive the retail renaissance

ForeSee

Today we’re pleased to announce the release of the 2018 Retail Customer Experience (CX) Insights report, our annual research study that examines key trends and data that are driving the. The post 2018 Retail CX Insight Report examines key trends and data helping drive the retail renaissance appeared first on ForeSee.

article thumbnail

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.

article thumbnail

CSAT, NPS, CES And Beyond: Turning Customer Experience into Customer Success

Solvvy

The post CSAT, NPS, CES And Beyond: Turning Customer Experience into Customer Success appeared first on Solvvy.

article thumbnail

Fenero Now Accepts Bitcoin 

Fenero

As we continue to disrupt the industry with our software license free business model and award-winning platform, we have added an additional payment option for the convenience of our clients. Fenero now accepts Bitcoin! Bitcoin is a cryptocurrency and worldwide payment system that uses digital cash, and associated with a currency unit like the Dollar or the Euro.

article thumbnail

5 Top Customer Service Articles For the Week of January 15, 2018

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. A Greater Purpose Will Give Your Customer And Employee Experience An Extra Edge by Adrian Swinscoe . (Forbes) Historically, customers used to buy the practical benefits of a product or service.

article thumbnail

Improving the Retail Customer Experience with SMS

Aspect

I’m the proud owner of three enormous dogs. The beasts, whom I adore, collectively weigh about 400 pounds. As you can imagine, they eat a lot. Buying their food at a brick and mortar store almost qualifies as a workout. Getting the bag of food from the shelf to the cart, from the cart to the car and from the car to the house is reminiscent of the strongman event, Super Yolk.

article thumbnail

The Open CCaaS Advantage Report

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.

article thumbnail

Personalization Is a Core Capability, Not a (Single) Product

Topdown

While personalization is quickly becoming the poster child for content services , few brands are unaware of the power of personalization. In fact, according to Gartner analysts Penny Gillespie and Guneet Bharaj , “Personalization is a top priority for application leaders working on digital commerce and customer experience. An effective personalization strategy enhances customer experience, leading to reduced costs as well as increased revenue from greater customer satisfaction, loyalty and advoc