Sat.Jun 13, 2015 - Fri.Jun 19, 2015

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Science Proves What Really Makes People Happy

Beyond Philosophy

Many of us would like to know the secret to lasting happiness. Everyone has ideas of course, and not a few of them involve material items. But science might prove that it doesn’t. Dr. Thomas Gilovich, a professor at Cornell University, believes that material items might provide happiness—but it doesn’t last. The problem is as soon as we have the item, we slowly get used to having it.

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Gain the Respect of Your Team by Being Wrong

Steve DiGioia

This original article was written by Steve DiGioia. As a manager, supervisor or leader of a team or department, we are always right. We always make the correct decisions, we always lead the team in the right direction, and we are the most qualified persons with all the answers. How wrong can this thinking be? Once we believe all this rhetoric we are […].

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One Company’s Inattention Is Another’s Opportunity

Customers That Stick

A few weeks ago, I stopped by a big box electronics store to make a quick purchase. I had dropped my wife at an appointment and decided to run a few errands until she was done. In this brief trip, I was reminded of how damaging it can be to ignore customers. I was shopping for a Bluetooth speaker system. I had purchased a larger set of Bluetooth speakers two years ago, as we wanted something loud enough to be used in the back yard.

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5 Biggest Challenges To Customer Service On Social Media

Win the Customer

Too often social interactions simply fail to live up to customer expectations. Comments, messages, and other info make a lot of noise, but fail to deliver any real value. Extending the ability to deliver customer service across social channels is a strategic opportunity that more and more organizations are turning to, but some key fundamental challenges must be overcome […].

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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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Think There’s No Such Thing as Bad Press? Think Again!

Beyond Philosophy

Jeff Bezos said, “A brand for a company is like a reputation for a person. You earn reputation by trying to do hard things well.” Amazon’s tries hard to provide an excellent experience for their Customers. By consistently doing what it takes to build an excellent Customer Experience, Amazon enjoys an excellent reputation as a brand and continues to grow in influence and strength.

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Inside View: VF Imagewear

Contact Center Pipeline

Whether you’re in a restaurant, hotel, on a factory floor or dealing with local law enforcement or emergency services professionals, employees’ work uniforms influence how you perceive the business or official with whom you’re dealing. Uniforms send an instant, visible message to customers, allowing them to immediately identify the nature of a business, its employees […].

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Impacts of Healthcare Consumerism: Part 2 The Brave New World of Choice: What You Need to Know

HGS

Impacts of Healthcare Consumerism: Part 2 The Brave New World of Choice: What You Need to Know. Posted by Krithika Srivats. As we noted in our May 13 post , Part 1 of our series on this topic, healthcare consumerism is stepping up the game for all stakeholders, specifically, buyers who are actively advocating for care and their own health decisions.

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When Marketing’s Goal is to Emotionally Connect with Consumers…Content is the Once and Future King!

Beyond Philosophy

Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy. Defining the Objective(s) and Mechanics of Your Content Marketing Strategy. Content marketing continues to be on the upswing as a method of building connections and relationships with target audiences. Its goal is to drive visitors to a web site to identify, and obtain, desirable content.

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4 Essential Tools for Remote Workplace Productivity

Win the Customer

Remote workplaces need the right social support systems for telecommuting employees and the correct set of productivity tools to ensure task efficiency and employee engagement. If you’ve been online enough, you’ve probably seen offers of work from home opportunities featuring beautiful looking people working on a laptop from the beach. Although technically possible, I don’t think the […].

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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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Top Challenges When Evolving from Multi- to Omnichannel

Contact Center Pipeline

While many organizations are currently providing multichannel customer service, few as yet have evolved their strategy and systems to deliver a true omnichannel customer experience—one that is seamless and personalized, even when switching channels. What are the top challenges that contact centers face when transitioning to an omnichannel strategy? The following are key insights from […].

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Impacts of Healthcare Consumerism: Part 2 The Brave New World of Choice: What You Need to Know

HGS

Posted by Krithika Srivats As we noted in our May 13 post, Part 1 of our series on this topic, healthcare consumerism is stepping up [.]. The post Impacts of Healthcare Consumerism: Part 2 The Brave New World of Choice: What You Need to Know appeared first on Team HGS Blog.

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Why Customer Centricity is a Lot Like Painting by Number

PeopleMetrics

A few days ago, a LinkedIn follower asked me about my advice to focus on one thing at a time in customer experience strategy. “Can’t you focus on everything at once?” he asked, paraphrased. “Because that worked for us.”. To which I replied, “Maybe” (only in more words). Then I stumbled on an analogy, which was edited down so mercilessly it became unintelligible.

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How Mobilegeddon Has Affected UX Customer Experience

Win the Customer

What is Mobilegeddon? It refers to Google’s latest search algorithm update, which has promised to penalize websites with a poor user experience. One month on from Mobilegeddon, what have we learned? Although the impact has not yet been significant, there have been some key players affected by the release already. After monitoring the search landscape […].

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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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CRM and the Contact Center

Contact Center Pipeline

If you think customer relationship management (CRM) software can only play in the sales sandbox, think again. CRM provides a host of capabilities that help contact centers serve their customers in excellence, across media, while delivering a more satisfying experience for their agents and organizational peers. For example: • CRM provides access to key customer […].

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Six Ways Leaders Can Give Great Customer Service

CSM Magazine

Why is great or even decent customer service so difficult to implement? Read on to learn how leaders can instill a sense of attention to the customer. I walked up to the cashier, who was talking with her co-worker working the other checkout line at a retail store. “How are you?” I asked. She ignored me and continued talking to the other cashier while running my items through the scanner.

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Never rest on your laurels (or your brand name)! How the Waldorf Astoria can serve as a lesson to all!

ijgolding

Doing what I do for a living, I am not easily shocked when I am exposed to unsatisfactory Customer Experiences – either my own, or those that are shared with me. This week, a good friend of mine shared a video clip that almost made me spit out the mouthful of coffee I had just supped! The video served as an extremely powerful lesson of the damage that FAILURE to deliver the experiences that customers EXPECT from a brand can do.

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New Data Show Lack of Leadership Commitment to Customer Centricity

PeopleMetrics

On your marks…. Let's start …. The CX Feud! (DISCLAIMER: The CX Feud is a game in which 150 customer experience professionals took our assessment about the presence, or absence, of customer centricity practices in their organizations. Any resemblance to game shows real or fictitious is coincidental and rather surprising, if you ask us.). The Survey Says.

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How to Stay Competitive in the Evolving State of Martech

Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr

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14th Annual NECCF Vendor Expo: Executive Talk Interviews

Contact Center Pipeline

I had the privilege to attend the 14th Annual NECCF (NorthEast Contact Center Forum) Vendor Expo at Gillette Stadium—Home of the World Champion New England Patriots—in Foxborough, MA, last week. I held Executive Talk Interviews with several call center leaders while I was there. They shared their insights on various topics from new hiring programs, […].

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Transforming Service in the Telecom Industry: Why It’s Needed and How to Make It Happen

Up Your Service

What’s happening in the industry? Telecommunications companies used to be cash cows: massive, often government-linked monopolies that provided essential connectivity services and reliably churned out cash. But this world is rapidly changing, if not already gone. The industry is being radically disrupted by services that make use of telco’s connectivity platforms but offer higher perceived value to customers.

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Book Review – Chief Customer Officer 2.0 – How to Build Your Customer Driven Growth Engine

ijgolding

Unless you have been living in a cave, it will not have escaped your attention that a number of organisations around the world have been introducing a new job title. In fact, they have been doing so for quite some time. Even if your company does not yet have a ‘Chief Customer Officer’ or ‘CCO’ it is unlikely to be long before they do!

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10 Things Your Customers Really Want You to Know!

CSM Magazine

Delighted and loyal customers – we all want them. But first, there are a few things that your customers want you to know. Once you understand these points, they’ll be more likely to spend their money with you. Customers have a Choice, not an obligation, to do business with you. Make them happy they chose you to spend their money with. Be nice.

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The Innovator’s Guide to the Digital-first Contact Center

In the contact center industry, first-generation digital channels like email and web chat have seen significant adoption, along with video chat and co-browsing capabilities. However, customers are rapidly moving beyond these channels, seeking next-generation options. Social platforms are now becoming mainstream contact center channels. Download this guide today to learn how to help your business adapt to this evolving landscape and leverage the power of next-generation digital customer service.

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The Truth About Multitasking in Customer Service [Infographic]

Provide Support

Today we cannot deny that multitasking has become an inevitable fact of any customer care agent’s workflow. It is really shocking as we all know that multitasking causes drops in productivity and increases the number of errors made by customer service reps. No matter what kind of customer service options your company provides, your team faces the multitasking challenge on a daily basis and nothing can be done to prevent this.

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The Art of Customer Service

AskNicely

The one secret to turning your customers into raving fans and stop million dollar mistakes. The world has been preaching the importance of customer service more than the Bible itself and yet I see company after company running into the same critical mistakes. You read complaints in the newspaper, you see them on the news and in the connected society we have become, customer service needs to stop being an afterthought.

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Improving the Contact Center Customer Experience: Understanding the Multichannel Experience

ForeSee

In today’s multichannel, multi-device world, the contact center bears the brunt of many complex consumer problems. With so many digital channels available for self-service, many consumers view the contact center as a last resort. And when the contact center isn’t prepared to handle issues stemming from other channels, it could lead consumers to hang up on a company for good.

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How Customer Care Can Boost Your Sales and Increase Your Profits

CSM Magazine

This is a story from my personal experience that showed me that caring for customers really can boost your sales and profits. I had only been in the store for about 10 minutes before a friendly shop assistant caught my eye. “Can I help you?” he said, smiling as he walked towards me. “Yes, can you tell me where the changing rooms are please?” I replied.

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The Truth About Customer Journey Mapping

Speaker: Dave Seaton, CEO of Seaton CX

Is Customer Journey Mapping a tired fad from 2013? Or a critical tool for sparking customer-centric change? 💥 The answer lies not in the map itself, but in the mapping process. When crafted with precision and insight, journey maps emerge as powerful catalysts, transforming customer experiences and steering businesses towards profitable growth.

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Educating Consumers is Just as Important as Educating Employees

Nimble

Education is very important not just for the consumer but employees as well. Training and marketing have the same goal: they all seek to change the behavior. Even as the gap between training and marketing seems to close fast, the importance of education on employees and consumers cannot be underemphasized. Killing two birds with a [.].

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When the Going Gets Tough.

CX Journey

Image courtesy of Dana Lookadoo When the going gets tough, does your company give up? Or does it get going? You're a customer experience professional, right? Even if you're not, I think you'll appreciate this story/post. How much does the following scenario describe your company? You've made some strides with your customer experience initiatives. You've gotten buy-in from (some) executives, or so you've been told.

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Become a hero your customers deserve: Adam Toporek interview

LiveChat

What makes great customer service? Is it the customer-centric attitude? Is it about changing bad customer experience into a good one? Or maybe it all comes down to motivating and training customer service representatives? Adam Toporek , customer service expert and the author of Be Your Customer’s Hero , shares his thoughts about what great customer service means.