Sat.Oct 11, 2014 - Fri.Oct 17, 2014

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4 Ways to Gain Customers’ Trust in Data Security

Beyond Philosophy

'Home Depot is the latest big brand to suffer a large-scale data breach, affecting over 56 million payment cards. With headlines like this, it’s no surprise that according to a blog published on Econsultancy.com, 87% of consumers don’t believe that there are adequate safeguards in place to protect their information? Consumers also believe that in spite of this concern about safety they must share data to have a better experience with a company.

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Join the Conversation: How to Engage With Your Customers Online

Win the Customer

'Your customers are talking about you online, and there is nothing you can do to stop it. But, do you want to stop it when you can join the conversation? Online discussions and reviews give you a window into your customers’ minds, and, when handled correctly, that opportunity can persuade them to open up their […].

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Faces of Customer Experience: Melissa Kovacevic

Customers That Stick

'Meet Melissa Kovacevic! Melissa opened her consulting practice in 1983 after a post-college customer-service near-death-experience as toy demonstrator at Sears during Christmas. She recovered later having agent and management roles in contact centers. Melissa enjoys “on the job” coaching with front-line center leaders responsible for improving agents’ service and sales skills. 90% of her training and coaching is done virtually because she refuses to fly.

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Customer Effort – it’s real meaning through real stories (Vauxhall might want to read this!)

ijgolding

'This is not the first time I have written about the concept of customer effort. I doubt it will be the last. A few months ago I shared a story that described my interaction with an organisation as a little like having a tooth extracted – you can read that particular story here. The important point of the story is that the organisation that was the subject of it, Hertz, are no longer a company that I consider myself to be a customer of.

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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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4 Ways to Gain Customers’ Trust in Data Security

Beyond Philosophy

'Home Depot is the latest big brand to suffer a large-scale data breach, affecting over 56 million payment cards. With headlines like this, it’s no surprise that according to a blog published on Econsultancy.com, 87% of consumers don’t believe that there are adequate safeguards in place to protect their information? Consumers also believe that in spite of this concern about safety they must share data to have a better experience with a company.

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Monthly Mash and Fewer Choices, More Happiness

Customers That Stick

'Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere. VOLUME 35: September 2014. Thoughts on the Customer: Fewer Choices, More Happiness. In keeping with the theme of today’s Monday Motivation ( subscribe here ) — simplify — let’s review the key findings of Barry Schwartz’s book The Paradox of Choice and their relevance to customer experience.

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Metrics to Map Your Customer Experience Success

CX Journey

'Image courtesy of Marianna Gomes What are your customer experience success metrics? And how do they differ from your VoC metrics? Last Tuesday, we celebrated the second annual CX Day , a day to celebrate both customers and the professionals who work tirelessly to improve the customer experience. I hosted two Google Hangouts for CX Day, the first of which I blogged about last week.

Metrics 71
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4 Ways to Gain Customers’ Trust in Data Security

Beyond Philosophy

'Home Depot is the latest big brand to suffer a large-scale data breach, affecting over 56 million payment cards. With headlines like this, it’s no surprise that according to a blog published on Econsultancy.com, 87% of consumers don’t believe that there are adequate safeguards in place to protect their information? Consumers also believe that in spite of this concern about safety they must share data to have a better experience with a company.

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No! No! No!

Contact Center Geek

I make calls to call centers nearly every working day. On purpose. And I enjoy it! Yes, you read that correctly. I actually go out of my way to call at least one call center each working day. I have been doing this for more than 15 years and I still get crazy looks when I tell people I do it. More on that subject later. Today, I'm focusing on one thing I hear on these calls with alarming regularity: " No.".

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions

💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!

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How to Win a Customer Experience Award

PeopleMetrics

'PeopleMetrics would like to congratulate one of our clients, Michelle Morris, for winning a Customer Experience 2014 Impact Award as an Outstanding Practitioner. Her story offers a great example of how you can create amazing customer experiences, and even win an award for the effort. Creating a Short-List Creates Quick Action. Michelle leads the Enterprise Client Experience program at Crowe Horwath LLP.

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Are You Beating a Dead Snake?

CX Journey

'Image courtesy of Bright Vibes I originally wrote today''s post for EQ List on August 10, 2014. I recently wrote a post called Time to Kill a Customer Experience Snake , in which I outlined Jim Barksdale''s Three Rules of Business and how they relate to improving the customer experience. His rules tell us how to kill a snake, metaphorically. What Are Snakes?

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Welcome to the Customer Success Market – What took you so long?

Amity

Welcome, Salesforce. Seriously. Welcome to the most exciting and important market since the CRM revolution began over 20 years ago! And congratulations on your first foray into the Customer Success Market – a game changer for cloud companies, of which you are considered a pioneer. Does anyone else see the irony? Apparently there are telltale signs in the air – it is hanging high on the Moscone and it reads “ Salesforce The Customer Success Platform”.

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Ebola: Driving a Greater Need for Video Tracking of Casual Contact at Airports

Customer Interactions

'In the last few weeks, airports around the world have been forced to take action to help safeguard against the spread of Ebola. Screening programs are being introduced to quell public concern and reduce the risk of people exhibiting symptoms from entering the country without further testing. For many years, NICE has been helping airports to adapt, rollout and manage complex procedural changes relating to safety and security, with our PSIM solution - NICE Situator.

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Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

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KLM Provides Wait Time Estimates on Twitter Page

Brad Cleveland Blog

KLM harnesses Twitter for customer service, handling a diverse range of issues and steering customers to other channels when that makes sense. They even provide wait time estimates, updated every five minutes. This is a good example of an organization that meets customers where they are.

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Halloween Scares & Solutions for Marketing

C3Centricity

Halloween is coming, even earlier than usual this year, judging from all the retail displays already in the shops! Although it is now more associated with children dressing up in scary costumes and demanding “Trick or Treat”, it is actually a Christian remembrance of the dead on the eve of All Saints’ Day. So what does that have to do with marketing?

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KLM Provides Wait Time Estimates on Twitter Page

Brad Cleveland Blog

KLM harnesses Twitter for customer service, handling a diverse range of issues and steering customers to other channels when that makes sense. They even provide wait time estimates, updated every five minutes. This is a good example of an organization that meets customers where they are.