ShepHyken

FEBRUARY 10, 2017

This week on our Friends on Friday guest blog post my colleague, George Aveling, shares an experience he had demonstrating unconscious bias during the customer experience. This is very true, unfortunately and a story we can all learn from. – Shep Hyken. This article is about something that affects the quality of service delivery. It is evident in many companies.

Education 185

Education Consulting Consulting Personalization 185

CustomerGauge

FEBRUARY 10, 2017

“We’re becoming not just a stop along the way, but a desired destination.” CustomerGauge recently had the pleasure of co-hosting a webinar with Cary Self, Senior Manager of GUEST Services and Training for Areas, to discuss customer experience (or “guest experience” as Areas calls it) in retail and best practices for using and implementing a […].

Best practices 64

Best practices Customer Experience Management 64

LiveChat

FEBRUARY 10, 2017

I could give you thousand reasons why amazing customer service is worth the effort. For example, better customer service is cheaper than any advertising, happy customers become your brand advocates, bringing others with them and people are more likely to buy from you. These are just a few examples. Amazing customer service should be your mission. Here’s how you can deliver it with a help of live chat.

Customer Experience 60

Customer Experience Feedback Advertising Surveys 60

Clarabridge

FEBRUARY 10, 2017

Do you feel loyal to your bank? There’s a good chance that you do. Retail banks score a 53% on the Temkin Loyalty Index, which is near the average for all industries. Temkin research also shows that banks score pretty well on customer experience, too. That’s not a coincidence. CX influences retail banking loyalty in several ways. The Temkin Loyalty Index measures five kinds of customer activities that show customer loyalty, and how those activities are influenced by great customer experience.

Banking 40

Banking Customer Experience Marketing Technology 40

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ForeSee

FEBRUARY 10, 2017

Satisfaction with the in-store experience has remained flat year-over-year since 2014, according to ForeSee data. Retailers are doing everything they can to drive store traffic, yet so many shoppers leave. The post Demystifying customers who leave a store without making a purchase (video) appeared first on ForeSee.

40

40

PanTerra

FEBRUARY 10, 2017

52

52

Amity

FEBRUARY 10, 2017

Oracle Marketing Cloud offers a complete suite of powerful solutions that provide marketers with a comprehensive view of customer interactions, orchestrating the right experience for each customer and helping attract ideal customers that spend more, stay loyal, and become brand advocates. Amity had the chance to sit down with Peter Armaly, Principal Transformation Advisor at Oracle Marketing Cloud to find out how its Customer Success philosophy is evolving, and how it has managed to keep the cus

Marketing 80

Marketing Customer centricity Coaching Sales 80

Aria Solutions

FEBRUARY 10, 2017

As customer call centers have evolved into customer care centers, managers have had to adapt with new strategies for going beyond solving customers’ problems to finding ways to delight them at every touch point. The rewards can be great — customer loyalty and brand advocates — but only if customer care is done right. Making sure that happens involves a complex melding of best practices in technology, process, and agent performance.

Metrics 48

Metrics Customer Care Wait times CRM 48