Sat.Aug 23, 2014 - Fri.Aug 29, 2014

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Learn from the Best: Tips on Being Customer Centric

PeopleMetrics

'In an effort to discover the experts within our clients’ companies that truly understand customer experience, we used customer feedback to identify those individuals who consistently deliver an exceptional customer experience. In 2011, we launched our first annual Brand Ambassador Awards to recognize these outstanding individuals. After discovering who the best of the best are, we picked their brains to discover why they are the best of the best.

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8 Steps for Customer Experience Change Management

CX Journey

'Image courtesy of B Gilmour How well are your change management efforts going? I recently came across Dr. Kotter''s 8-Step Process for Leading Change. The steps come from his 1996 book, Leading Change , which outlines the eight critical success factors for change management. As you can imagine, this process was intriguing to me, since it applies quite nicely to the challenges we face as we struggle to implement changes to/for the customer experience within our organizations.

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Too many clients to count? Time to Segment Your Customers

Amity

One of the biggest challenges every Customer Success Executive faces is how to align the organization with the customer base. Time to Segment Your Customers. Proper alignment will result in an efficient, scalable and cost effective Customer Success organization. In addition it will allow you to better understand your customer needs as you develop the services the Customer Success organization will deliver.

SaaS 48
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A Light Bulb Moment! – Why Layering PSIM on Top of Building Management Systems Makes Sense

Customer Interactions

'At 11pm several lights are switched on in an office on the 40th floor of a large tower block. Knowing that the building closed at 8pm, the intelligent building management system, which is being monitored at the front desk, alerts the on duty manager. Should he ignore it, send the on duty maintenance person to switch it off, dispatch a security guard to investigate further, or call the local police?

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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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Rules of the Road for Recruiting and Hiring

Brad Cleveland Blog

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Rules of the Road for Recruiting and Hiring

Brad Cleveland Blog