Sat.Dec 13, 2014 - Fri.Dec 19, 2014

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Faces of Customer Experience: Becky Lollar

Customers That Stick

'Meet Becky Lollar ! I grew up in Bartlett, TN and attended Union University in nearby Jackson where I earned degrees in elementary education. I taught Kindergarten for three years then chose to stay at home with my two daughters. After our first family trip to Walt Disney World, I was hooked! I now represent Magical Travel, an agency which specializes in selling Disney vacations.

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Nick Goss: How the Customer’s Experience is impacted by ‘good intentions’

Bill Quiseng

This week’s guest post is offered by customer service expert Nicholas Goss. We both share a commitment to help small business owners Deliver the World’s Best Customer Experience. I connected with Nicholas first on Twitter and quickly began a fan of his customer service blog. He was kind enough to allow me to publish here one of his recent posts.

Morale 160
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Happy Customers Live in the Cloud

Win the Customer

'There was a time when customer service consisted of a row of operators answering calls, using a bank of telephones. If the call center was understaffed, customers would wait for nearly an hour to talk to a representative. But, if the call center was overstaffed, then the office was bleeding money in salaries. Luckily, cloud […].

Banking 140
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93% of Customers Prefer Free Shipping over Discounts

Joe Rawlinson

'Wouldn’t you like something for nothing? I know I do. I wondered how others felt so I put together a quick, informal survey to see what patterns emerged in people’s buying habits. Survey Results. I asked 247 people this question: Which do you think is the better deal assuming all of equal value? Free shipping, a discount, or a free bonus with purchase?

Surveys 126
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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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Monthly Mash and The Sympathetic Holiday Shopper

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 37: November 2014. Thoughts on the Customer: The Sympathetic Holiday Shopper. If you read our December 11 blog post , you know that we recently conducted a survey of consumer attitudes on holiday shopping.

Surveys 126

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What happens if your company overreacts? Your customers exert unnecessary effort!

ijgolding

'Last week I had the pleasure of writing a Customer Experience Review on low cost airline Norwegian. I intentionally say ‘the pleasure’ as I was pleasantly surprised by the experience – not a common feeling I have in my experiences with airlines. I wrote the review after my outbound flight with them to Oslo. If I had written the review after my return flight to London Gatwick, the result may have been very different.

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How to Start Collecting Customer Data

PeopleMetrics

'You have been working hard to get your CEO to buy into the need to get closer to customers. You’ve gotten here through social feedback, anecdotes, and gut feel. But now, leadership understands a formal Voice of the Customer program is essential to achieving your customer experience goals. You have the green light to start to ask customers for feedback!

B2B 83
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The Secret to Customer Retention

CX Journey

'Image courtesy of featureset I originally wrote today''s post for InsideCXM. It appeared on the site on September 15, 2014. Want to know the secret to customer retention? I''ll tell you, but first a story. I grew up on a farm in Ohio and, as a young girl, had many horses over the years. One of my horses was named Rusty, and he was what many would call "barn sour" and "herd bound;" he either didn''t want to leave the barn or leave the other horses.

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93% of Customers Prefer Free Shipping over Discounts

Joe Rawlinson

Wouldn’t you like something for nothing? I know I do. I wondered how others felt so I put together a quick, informal survey to see what patterns emerged in people’s buying habits. Survey Results. I asked 247 people this question: Which do you think is the better deal assuming all of equal value? Free shipping, a discount, or a free bonus with purchase?

Surveys 60
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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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Net Revenue Score is not a new Net Promoter Score®

Genroe

I’m always open to a debate on the pros and cons of any business approach but it’s better if the person on the other side has done their research. That way we can have a thoughtful debate. Unfortunately John Greathouse has jumped to a few conclusions when he penned his article in the Wall Street Journal: Startups Should Focus On Their NRS — Net Revenue Score.

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Key Metrics from Subscription Billing

Amity

The shift to the Subscription Era has disrupted traditional business models. Aside from new delivery methods and pricing structures, SaaS companies are also expecting their technology investments to provide metrics that help them manage the customer lifecycle – from conversion through to retention, renewals and growth. And some of the key metrics required for SaaS success originate or can be extrapolated from your subscription billing system.

Metrics 48
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The Gospel of Customer Centricity for Improved Customer Experience

CX Journey

'Today I''m pleased to present a guest post by Rohit Yadav. The way customers interact with brands has drastically changed over the past few years. In the words of Forbes contributor Brian Walker, " Digitally empowered customers are firmly in charge, bouncing from channel to channel at the drop of a hat.” It is now more important than ever before to intertwine marketing efforts with sophisticated customer relationship management tools to deliver a seamless customer experience at every touch poin

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The World’s Best Architecture

Platform28

Some thinking on how we are different by design. Cloud computing, enterprise cloud system or just plain Cloud, unless you’ve been purposefully avoiding any information technology, the IT Cloud has hit your radar. However, from the backend perspective this current push to the Cloud seems to have put elegant design on the back-burner. Platform 28 is here to put an end to that paradigm.

APIs 40
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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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Recent WebTV Interview on Customer Service Trends

Brad Cleveland Blog

Earlier this week, I joined Laura Sikorski on the WebTV show, Sikorski’s Think Abouts. In this 12-minute interview, we discuss the trends shaping service and how to meet today’s fast-evolving customer expectations.

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3 Ways it Pays to be Relentless

customer sure

Takeaway: Steli, Founder of Close.io, explains why a relentless attitude is essential to succeed at sales & marketing and in delivering outstanding customer service. Reading time: 8 minutes. Would you describe yourself as relentless? Do you pursue goals single-mindedly? Without stopping? Is it difficult to discourage you from a task you’ve set your mind to?

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The Organizational Benefits of Customer Success

Amity

As SaaS companies transition into the customer maturity phase of their business, the opportunity arises to proactively secure customers for life by providing them with a superior experience while reducing or avoiding the impacts of many of the pitfalls and challenges of a growing company. Subscription businesses are realizing more and more that customer success is the single most important driver of long-term performance related to MRR, revenue growth and enterprise value.

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Recent WebTV Interview on Customer Service Trends

Brad Cleveland Blog

Earlier this week, I joined Laura Sikorski on the WebTV show, Sikorski’s Think Abouts. In this 12-minute interview, we discuss the trends shaping service and how to meet today’s fast-evolving customer expectations.

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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.