Sat.Nov 08, 2014 - Fri.Nov 14, 2014

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Do You Harness the Power of Habit in Your Marketing Yet?

Beyond Philosophy

'“ Most of the time, what we do, is what we do most of the time”. This is former F1 champion Lewis Hamilton stopping in the wrong team’s garage to change tires. He had recently joined the team of Mercedes who were waiting for him but his decade long habit of seeing the McLaren (his former team) mechanics outfit (cue) and stopping in for a change of tyres (routine) kicked in.

Marketing 418
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How to Provide Multi-Channel Customer Support in Today’s Digital Era [Resource Guide]

Callminer

CallMiner resource guide on how to provide multi-channel customer support in today’s digital era.

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Trending Sources

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Monthly Mash and The Omnipresent Customer

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 36: October 2014. Thoughts on the Customer: The Omnipresent Customer. If you are involved with customer experience at any level, you have likely heard the word “omnichannel” so many times in the last few years that you are seriously considering naming your next pet Omni.

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What is wrong with Virgin Media? a story of pain, frustration and dreadful Customer Experience

ijgolding

'If you are a regular reader of my blog, you will be aware that I am regularly referred to stories of both great and not so great Customer Experiences. As I am a big believer in the use of stories to bring Customer Experience to life, I feel that I am very fortunate to be allowed to share some of these stories with a wide audience. This week I have been given permission to share a story of the ‘not so great’ variety.

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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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5 Facts to End the ROI Debate on Customer Experience

Beyond Philosophy

'For many years, there has been a debate whether you could assign a dollar amount to determine the return on investment for any Customer Experience improvements. At times (more in the “old days” but every now and then it happens in present times) we’ve literally have been accused of “having religion;” i.e., believing in Customer Experience (CX) without proof and asked to show the value of CX.

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Faces of Customer Experience: Sean Hawkins

Customers That Stick

'Meet Sean Hawkins! I am a Customer Experience and Contact Center Manager with over 15 years of contact center experience. My years in contact center leadership have provided me a solid understanding of the call center environment. I have a terrific pulse on incorporating innovation into the contact center having implemented social, outsourcing partners, new technology, and new products, while maintaining an award-winning contact center.

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Ryanair – the brand we can now learn to love

ijgolding

'I have always described Ryanair as ‘the brand we love to hate’ Famed for its ‘no frills’ approach, for years, millions of consumers decided that despite the appealing cost, the un-acceptability of the Ryanair experience was a big turn off. Equally as many millions of consumers were prepared to put up with the ‘no service’ proposition and until recently, Ryanair CEO Michael O’Leary revelled in the financial returns that this strategy delivered.

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5 Reasons Your KPIs Are Hurting Your Customer Experience

Beyond Philosophy

'Being Customer-Centric requires rewarding those that contribute to Customer-Centricity. It’s a simple concept, really. Simple yes… but is it happening? No. Too many organizations are still not rewarding Customer Experience improvement because they don’t measure it. Despite understanding, many organizations still reward on operationally focused Key Performance Indicators (KPIs) like sales and productivity.

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The Mechanics of Customer Experience (and Three Lessons)

PeopleMetrics

'Without getting overly dramatic, taking my car to a mechanic is THE WORST THING ALWAYS FOREVER. My apologies, to both you and my shift key. I know. It’s not that bad. But let’s agree that taking a car to a mechanic is an extremely vulnerable and anxious situation for the average customer. First, Three Things to Consider. For the sake of understanding, I’d like to start with three facts about me: I bought a car within the last year.

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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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Why We Changed Direction On Our Blog Strategy

customer sure

In the last few weeks you might have noticed that we’ve changed course on our blog strategy. Because it turned out that targeting keywords and increasing frequency was too blunt an instrument, however authoritative the material. The break-through (and we’re kicking ourselves for not realising it before) was to think less about the supposed ‘formula’ for growing traffic, and more about our target audience.

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Marketing Operations Defined for Wikipedia, Part I

ClearAction

Marketing Operations Defined for Wikipedia, Part I Gary Katz. Marketing Operations definition as proposed updated content for Wikipedia, which would include the History of Marketing Operations and Marketing Operations Defined for Wikipedia, Part II. Please comment below to indicate your approval/suggestions. The marketing operations (MO) function has emerged due to the need for a more transparent, efficient, and accountable view of marketing.

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Customer Service – The POSITIVE Impact

Kristina Evey

'The POSITIVE Impact of Customer Service… I typically let you know how much poor customer service is COSTING your company. This week, my news is much more positive and I can show you to make them work for you. So, here’s the low down… 70% of customers cite the MAIN reason they stop doing business with a company is ONLY because of how they were treated.

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What Geology Can Teach Us About Customer Experience Strategy

PeopleMetrics

'In a world beholden to entropy, crafting a smooth, effortless customer experience is easier said than done. Seamless experiences are gaining momentum in customer experience strategy, with some research even suggesting they can accelerate levels of brand commitment. Even if you have an idea of the issues, how do you utilize your customer feedback to identify areas of friction and prioritize where to take action?

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Contact Center Dialers Demystified

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

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Customer Experience: Art or Science?

CX Journey

'Image courtesy of Mickey75017 I originally wrote today''s post for InsideCXM. It appeared on their site on August 12, 2014. Do you think there''s a little art and a little science involved when it comes to delivering a great customer experience? I do. I read recently that " art is reason applied without limits, geared towards an ideal and guided by the practical ," while " science is reason applied within a framework, geared towards the practical and guided by an ideal.

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21 Best Call Center Interview Questions to Hire Top Talent

Fonolo

If you’re on the hunt for great talent, you’ll appreciate how time-consuming the hiring process can be. Finding your next great employee — someone who will help your call center be successful— is no easy feat. Added to that, the contact center space is one that experiences a great deal of employee turnover, which makes the interview process even more critical.

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Feature Spotlight: Inside the Insights – Part 1

Amity

Happy Friday! in.sight /’in,sit/ – noun. the capacity to gain an accurate and deep intuitive understanding of a person or thing. This is a two part Feature Spotlight series on Insights. In this first part, we’ll discuss how to customize an Insight in Amity for your business. Amity automatically attaches labels to accounts when a special condition is met or an exception occurs.

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How Your Culture Can Improve the Customer Experience

PeopleMetrics

'“You cannot unify everyone’s thoughts, but you can unify everyone through a common goal.” – Jack Ma. Culture defines who we are and what we value. It is what we base our decisions and viewpoints on, yet it is so hard to pinpoint and describe. Learning from the World’s Greatest Bazaar. Alibaba , now with more than double the sales than Amazon, knows a thing or two about the importance of setting clear values.

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How Intent Data Helps Marketers Convert A-List Accounts

One of the biggest challenges for any B2B marketer is understanding your prospects’ next move — who is most likely to buy and when. Without these insights, marketing campaigns can feel more like guesswork, with high investment and little return. We’re here to tell you there’s a better way. By tracking buyers’ digital footprints and online activity, such as website visits, product reviews, and spikes in content consumption, you can engage prospects with a message that really resonates.

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How Contact Centers Strengthen Ties Across the Organization

Brad Cleveland Blog

Effective communication across an organization is essential to sharing and using voice of the customer. And there are plenty of additional reasons to strengthen ties. Opportunities for ongoing product and service improvements and innovations almost always involve other areas.

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18 Reasons to Map Customer Journeys

CX Journey

'Image courtesy of GrantVernon Have you started journey mapping yet? Or are you still wondering why it''s an important tool to have in your customer experience management toolbox? I''ve written and talked about journey mapping so much this year, even suggesting back in January that we make it the year of the journey map. I think customer experience professionals have made huge inroads in that regard this year.

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Is Screen Recording the Next Hot Technology for PSAPs?

Customer Interactions

'The world of public safety communications is complex and getting more complex every day, with NG9-1-1 and FirstNet right around the corner. Even today, public safety telecommunicators interact with a plethora of systems – everything from computer-aided dispatch (CAD) to computer-based telephone systems, radio systems, databases, and more. They are masters of multitasking.

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Making the Business Case for Customer Success

Amity

The fast growing recognition of Customer Success is a survival tactic for most SaaS companies today. However, with customer success, the customer is the beneficiary of an exceptional customer experience and extracting the maximum value from the product or service they have purchased from you. In the end, it will be a win/win for all. Despite the obvious, if a SaaS company has not started with a customer-centric philosophy, there is often a challenge in demonstrating the need to introduce a new o

SaaS 48
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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.

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How Contact Centers Strengthen Ties Across the Organization

Brad Cleveland Blog

Effective communication across an organization is essential to sharing and using voice of the customer. And there are plenty of additional reasons to strengthen ties. Opportunities for ongoing product and service improvements and innovations almost always involve other areas.