Futurelab

JULY 12, 2024

#NoBullshitCX #20yearsFuturelab “Find the crucial moments.” Last week we talked about manufacturers who have to disperse their customer experience standards to the vast network of importers, distributors, and other retail partners. I called them “indirect” customers for a reason: you have to be customer centric to your business partners too. Not just because they represent a large group of end buyers, but because lack of partner understanding can result in a disaster.

Manufacturing 162

Manufacturing Construction B2B Retail 162

The DiJulius Group

JULY 12, 2024

How to Deliver Effective One-on-One Meetings with Your Employees *The following article on delivering effective one on one meetings is an excerpt from our new book, The Employee Experience Revolution: Increase Morale, Retain Your Workforce, and Drive Business Growth Why One-On-One Meetings Can’t Be Optional Typically, when we consult with an organization, two things.

Business Growth 98

Business Growth 98

Beyond Philosophy

JULY 12, 2024

Customers can tell you why they do something, But they might be wrong. It’s not that customers are stupid. No, it is quite the contrary. Customers’ thinking and decision-making are complicated; multiple things happen simultaneously. Sometimes, the reason customers do things is hidden, even from the customers themselves. In our penultimate masterclass episode, we explore how you can get at these hidden motivations when designing a Customer Experience that surprises and delights cust

Social Media 88

Social Media Customer Experience Customer Satisfaction CX 88

The Customer Service Blog

JULY 12, 2024

Imagine walking through a bustling railway station. You’re in a hurry, weaving through the crowd, unaware that cameras are not just watching you but also recognising you. These days, our biometric data is valuable to businesses for security purposes, to enhance customer experience or to improve their own efficiency. Biometrics, are unique physical or behavioural traits, and are part of our everyday lives.

AI 82

AI Technology Technology Gaming 82

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What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.

Contact Center

Heart of the Customer

JULY 12, 2024

Customer Journey Mapping is often the first step in developing a customer experience program. This webinar breaks down what is a Journey Map, what it does, and how to make it most effective. The post What is a Customer Journey Map? appeared first on Heart of the Customer.

Customer Journey Map 78

Customer Journey Map Customer Experience B2B CX 78

SurveySensum

JULY 12, 2024

Choosing an NPS software for your small business can seem to be a daunting task. You need to consider efficient features, reliability, scalability, and how comfortable your team is with using the tool. And of course, the software should not burn a hole in your pocket. Finding the right NPS software sure is a challenge! But no matter what, you need an NPS software.

NPS 52

NPS Start-ups Social Media CX 52