New Customer & Employee Management
4.1K views | +0 today
Follow
 
Scooped by Russ Merz, Ph.D.
onto New Customer & Employee Management
Scoop.it!

5 Customer Service Myths You Can’t Fall For [Infographic] | CustomerThink

5 Customer Service Myths You Can’t Fall For [Infographic] | CustomerThink | New Customer & Employee Management | Scoop.it
Not receiving complaints about customer service doesn’t always mean that you’re getting customer service right with your customers.

Research shows that very few of your customers will actually voice their complaints to customer service. This means that even when things seem to be going right, they could be going wrong, very wrong. As a customer service focused organization, you’re better off receiving more complaints as this gives you the opportunity to make things right with your customers instead of just letting them suffer in silence.

The Salesforce team recently published an infographic on 5 common myths that organizations struggle with when it comes to their customer service delivery. Avoiding these typical myths is key for those wanting to align their teams in order to improve the overall customer experiences that customers get from your organization.

Russ Merz, Ph.D.'s insight:

A very good summary in #infographic form of 5 misconceptions ("myths") about #customerservice and its #value to the #brand.

more...
Roger Ellman's curator insight, September 9, 2013 7:53 AM

All adds to the picture of looking at The Experience and thus, ServingExperience. This is the aim above all others for success, progress and imporvement. It includes WOW, customer delight, loyalty, brand building and so much more. It yes really, even improves the world one customer at a time.

New Customer & Employee Management
How social and digital technologies are changing the delivery of customer service and the management of employees.
Your new post is loading...
Your new post is loading...
Scooped by Russ Merz, Ph.D.
Scoop.it!

Businesses ‘failing to align strategy and digital delivery’ | Netimperative - latest digital marketing news

Businesses ‘failing to align strategy and digital delivery’ | Netimperative - latest digital marketing news | New Customer & Employee Management | Scoop.it
Organisations are failing to align business strategy and digital delivery, and that customer experiences are suffering as a direct result, according to new research.

The report, ‘Mind the digital gap: aligning strategy and delivery’, has been published by digital partner and consultancy Inviqa.

It reveals that organisations are struggling to deliver joined-up digital experiences that meet or exceed customer expectations and are inhibited by internal siloes and unsuitable processes and methodologies.

The survey was completed by 100 UK-based senior digital managers in roles such as chief information officer (CIO), chief digital officer, and head of digital, with the majority of respondents (69%) coming from enterprises that have been trading for more than 15 years.
Russ Merz, Ph.D.'s insight:
New research suggests that many digital enterprises are failing to align strategy with processes and structures for digital delivery of products.
more...
No comment yet.
Scooped by Russ Merz, Ph.D.
Scoop.it!

The Science Behind the Growing Importance of Collaboration

The Science Behind the Growing Importance of Collaboration | New Customer & Employee Management | Scoop.it
Pixar is a perfect example
Russ Merz, Ph.D.'s insight:
Do you know why teamwork matters? See this=>" The Science Behind the Growing Importance of Collaboration".
more...
No comment yet.
Scooped by Russ Merz, Ph.D.
Scoop.it!

Omnichannel Versus Multichannel Marketing: What's the Difference? [Infographic]

Omnichannel Versus Multichannel Marketing: What's the Difference? [Infographic] | New Customer & Employee Management | Scoop.it
Think multichannel and omnichannel marketing are the same thing? This infographic explains why (and how) they are not - and how they should complement each other.
Russ Merz, Ph.D.'s insight:
Need to know the difference between omnichannel vs. multichannel marketing? See this article.
more...
No comment yet.
Scooped by Russ Merz, Ph.D.
Scoop.it!

Survey: Shoppers Say Unhealthy Options In Stores, Checkouts Are Problematic

Survey: Shoppers Say Unhealthy Options In Stores, Checkouts Are Problematic | New Customer & Employee Management | Scoop.it
Survey: Shoppers Say Unhealthy Options In Stores, Checkouts Are Problematic - 07/06/2017
Russ Merz, Ph.D.'s insight:
Do Food Retailers have a Problem? A Recent Survey Finds: Shoppers Say Unhealthy Options At Checkouts Are Problematic. What do you think?
more...
No comment yet.
Scooped by Russ Merz, Ph.D.
Scoop.it!

Making Sense of Machine Learning

Making Sense of Machine Learning | New Customer & Employee Management | Scoop.it
Broadly speaking, machine learners are computer algorithms designed for pattern recognition, curve fitting, classification and clustering. The word learning in the term stems from the ability to learn from data.
Russ Merz, Ph.D.'s insight:
Need a quick primer to make sense of machine learning? See this article.
more...
No comment yet.
Scooped by Russ Merz, Ph.D.
Scoop.it!

Forget chatbots: customers still want to talk to people | Netimperative - latest digital marketing news

Forget chatbots: customers still want to talk to people | Netimperative - latest digital marketing news | New Customer & Employee Management | Scoop.it
The vast majority (79%) of people prefer human assistance when it comes to resolving customer service issues. Artificial intelligence and chatbots might be all the rage when it comes to customer service, but a new GetApp survey of customer service stats for 2017 shows that people still want to talk to human beings to resolve their customer service issues. ... [Read more...]
Russ Merz, Ph.D.'s insight:
Are you using chatbots to deliver your brand's customer service? Recent research finds customers prefer personal responses from knowledgeable real people in solving their problems.
more...
No comment yet.
Scooped by Russ Merz, Ph.D.
Scoop.it!

CSR, Corporate Volunteering, and a Creating Meaningful Workplace

CSR, Corporate Volunteering, and a Creating Meaningful Workplace | New Customer & Employee Management | Scoop.it
CSR programs provide employees with satisfaction, a sense of meaning and higher purpose. These are linked to higher performance and revenues.
Russ Merz, Ph.D.'s insight:
Want to make your #workplace more meaningful? Consider a #corporate #volunteer program.
more...
No comment yet.
Scooped by Russ Merz, Ph.D.
Scoop.it!

The Age of Female Dominance, Brought to You by Robots

The Age of Female Dominance, Brought to You by Robots | New Customer & Employee Management | Scoop.it
How automation could shift the balance of power between genders
Russ Merz, Ph.D.'s insight:
How the automation of male-dominated work can empower women in the future by valuing the interpersonal skills of women more.
more...
No comment yet.
Scooped by Russ Merz, Ph.D.
Scoop.it!

How to recreate a bad customer experience – Get Rid Of Guesswork – Medium

How to recreate a bad customer experience – Get Rid Of Guesswork – Medium | New Customer & Employee Management | Scoop.it
A customer reaches out to you about a frustrating experience. It’s never a good thing, but it happens. How do you take action from this type of open-ended feedback (email, Facebook post, customer…
Russ Merz, Ph.D.'s insight:
What tools are you using to understand customer experiences? Using mental models to recreate bad customer experiences as first step to improvements.
more...
No comment yet.
Scooped by Russ Merz, Ph.D.
Scoop.it!

Half of all journeys maps fail to drive change. Don’t be a statistic. - Heart of the Customer

Half of all journeys maps fail to drive change. Don’t be a statistic. - Heart of the Customer | New Customer & Employee Management | Scoop.it
Customer journey maps are a customer experience (CX) leader’s best friend. Done well, a journey mapping initiative aligns your teams around a shared vision to an improved customer experience. Effective journey maps engage your entire company to align on your customers’ moments of truth, showcasing how to create more loyal customers. Unfortunately, these initiatives fail …
Russ Merz, Ph.D.'s insight:
Are your customer journey maps delivering results? Here's why half of all journey maps fail to drive change.
more...
No comment yet.
Scooped by Russ Merz, Ph.D.
Scoop.it!

55 customer experience facts not worth ignoring

55 customer experience facts not worth ignoring | New Customer & Employee Management | Scoop.it
Customer Experience is the interaction between an organization and a customer over the duration of their relationship. Sounds simple but many get it wrong.
Russ Merz, Ph.D.'s insight:
Looking for a concise compendium of CX stats? See these 55 customer experience facts not worth ignoring.
more...
No comment yet.
Scooped by Russ Merz, Ph.D.
Scoop.it!

Why Most Retailers Fail at Omnichannel

Why Most Retailers Fail at Omnichannel | New Customer & Employee Management | Scoop.it
Very few brands offer consumers a fully integrated and seamless shopping experience across all three channels.
Russ Merz, Ph.D.'s insight:
Do you know why do most retailers fail at omnichannel? Linking online shopping experience to stores is key factor.
more...
No comment yet.
Scooped by Russ Merz, Ph.D.
Scoop.it!

9 inspiring case studies of Customer Lifetime Value (CLV)

9 inspiring case studies of Customer Lifetime Value (CLV) | New Customer & Employee Management | Scoop.it
Customer Lifetime Value (CLV) is a prediction of net profit attributed to the future relationship with a customer. CLV is key for understanding customers.
Russ Merz, Ph.D.'s insight:
Need some good case studies for how to use Customer Lifetime Value (CLV)? See this article by Rob Petersen.
more...
No comment yet.
Scooped by Russ Merz, Ph.D.
Scoop.it!

Top brand’s social media customer experience ‘getting worse’ | Netimperative - latest digital marketing news

Top brand’s social media customer experience ‘getting worse’ | Netimperative - latest digital marketing news | New Customer & Employee Management | Scoop.it
UK brands are struggling to cope with a rising volume of queries and growing consumer expectations, according to new research. That’s the key finding of the Eptica Multichannel Customer Conversation Study. Replicating real-world performance, it evaluated 100 leading UK brands on their ability to provide answers to ten routine questions via the web as well ... [Read more...]
Russ Merz, Ph.D.'s insight:
Digital customer experience management seems to be declining for top brands across 10 industry sectors. New research evaluates ability to deal with 10 routine questions. Overall only 44% got them right.
more...
No comment yet.
Scooped by Russ Merz, Ph.D.
Scoop.it!

2018 B2B Content Marketing Benchmarks, Budgets, and Trends: A First Look at Brand-New Research

2018 B2B Content Marketing Benchmarks, Budgets, and Trends: A First Look at Brand-New Research | New Customer & Employee Management | Scoop.it
See the 2018 B2B content marketing research results to learn what key actions to take and approaches to adopt so you can improve your own content marketing program.
Russ Merz, Ph.D.'s insight:
Want to know the current state of beliefs and attitudes towards Content marketing by B2B audiences? See this "must read" report. 
more...
No comment yet.
Scooped by Russ Merz, Ph.D.
Scoop.it!

The Challenges of Reaching an Omnichannel Audience - eMarketer

The Challenges of Reaching an Omnichannel Audience - eMarketer | New Customer & Employee Management | Scoop.it
Interest in cross-channel integration is at the forefront of many marketers’ minds
Russ Merz, Ph.D.'s insight:
What digital marketing issues keep you awake at night? Integrating insights about omnichannel audiences biggest challenge for digital marketers says eMarketer.
more...
No comment yet.
Scooped by Russ Merz, Ph.D.
Scoop.it!

What is Digital Transformation? – InFocus Blog | Dell EMC Services

What is Digital Transformation? – InFocus Blog | Dell EMC Services | New Customer & Employee Management | Scoop.it

For a phrase that’s being thrown around a lot recently, what does “Digital Transformation” really mean? When someone says that they want to digitally transform their business, what does one really mean, why do they want to do it, and should they approach this “digital transformation” process? First off, let’s start with a definition. If we don’t know what we are trying to achieve, then how do we know how to get there? Or to quote the famous Greek philosopher Yogi Berra: “If you don’t know where you are going, you’ll end up someplace else.” In a recent blog “How To Achieve Digital Transformation,” I stated with the following definition of Digital Transformation: “The coupling of granular, real-time data (e.g., smartphones, connected devices, smart appliances, wearables, mobile commerce, video surveillance) with modern technologies (e.g., cloud native apps, big data architectures, hyper-converged technologies, artificial intelligence, blockchain) to enhance products, processes, and business-decision making with customer, product and operational insights.” However, 45 words are too many. Good definitions should be 20 words or less. If it takes longer than one breath to explain something, go back to the drawing board! So here is my updated definition that I will likely continue to refine: Digital Transformation is application of digital capabilities to processes, products, and assets to improve efficiency, enhance customer value, manage risk, and uncover new monetization opportunities.

Russ Merz, Ph.D.'s insight:
Confused about how digital transformation is implemented? See this case study by Bill Schmarzo for some clarification. It is a timely example given Amazon's recent acquisition of Whole Foods.
more...
No comment yet.
Scooped by Russ Merz, Ph.D.
Scoop.it!

The Nitty-Gritty of Dirty Data [Infographic]

The Nitty-Gritty of Dirty Data [Infographic] | New Customer & Employee Management | Scoop.it
If you have a dirty data problem, it's obscuring who your customers really are and costing your company sales. Here's a side-by-side comparison of what dirty and clean data look like.
Russ Merz, Ph.D.'s insight:
Are you worried about dirty customer data? Here are 6 ways to clean it.
more...
No comment yet.
Scooped by Russ Merz, Ph.D.
Scoop.it!

3 steps towards a truly consumer-centered organization

3 steps towards a truly consumer-centered organization | New Customer & Employee Management | Scoop.it
Do you think your company is consumer-centered? Think again. Many companies have different practices in place for defining and delivering great consumer
Russ Merz, Ph.D.'s insight:
Are you moving toward being a consumer centric organization? Here are 3 steps you can take.
more...
No comment yet.
Scooped by Russ Merz, Ph.D.
Scoop.it!

What is the Impact of Online Consumer Reviews on Your Business? | MarTech

What is the Impact of Online Consumer Reviews on Your Business? | MarTech | New Customer & Employee Management | Scoop.it
What is the Impact of Online Consumer Reviews on Your Business? by Douglas Karr on MarTech
Russ Merz, Ph.D.'s insight:
Need to Know the Impact of Online Consumer Reviews on Your Business? See These Stats!
more...
No comment yet.
Scooped by Russ Merz, Ph.D.
Scoop.it!

What Makes a Good Boss? Follow This Flowchart to Find Out [Infographic]

What Makes a Good Boss? Follow This Flowchart to Find Out [Infographic] | New Customer & Employee Management | Scoop.it
What makes for a good (or even great) boss? Are you one... or do your leadership and management skills need work? Find out by answering the questions in this flowchart infographic.
Russ Merz, Ph.D.'s insight:
Do You Have Skills to be Good Boss? Follow This Flowchart to Find Out.
more...
No comment yet.
Scooped by Russ Merz, Ph.D.
Scoop.it!

The difference between a journey map and a service blueprint

The difference between a journey map and a service blueprint | New Customer & Employee Management | Scoop.it
Everything that happens in our lives is a type of journey. It might be a journey that spans a few minutes, a few years, or an entire lifetime. It could be going to college, the birth of your first…
Russ Merz, Ph.D.'s insight:
Do you know the difference between a journey map and a service blueprint? See this article for a excellent discussion of the two and their value to the firm.
more...
No comment yet.
Scooped by Russ Merz, Ph.D.
Scoop.it!

Employee Life Time Value and Cost Modeling - Predictive Analytics Times - predictive analytics & data science news

Employee Life Time Value and Cost Modeling - Predictive Analytics Times - predictive analytics & data science news | New Customer & Employee Management | Scoop.it
Understanding the Most Expensive Asset Practically every business shares the same biggest cost – employees. This makes sense – even in this age of robots and computers, human talent is behind everything that a company does. People are the source of innovation, growth, and competitive edge for every company. Given this importance, it’s a bit …
Russ Merz, Ph.D.'s insight:
Need a tutorial on employee "lifetime value" and "cost modeling"? See this article for the 3 key metrics.
more...
No comment yet.
Scooped by Russ Merz, Ph.D.
Scoop.it!

Retail Shoppers, What Frustrates You Most About the Physical Store? - eMarketer

Retail Shoppers, What Frustrates You Most About the Physical Store? - eMarketer | New Customer & Employee Management | Scoop.it
Answer: Where do I begin?
Russ Merz, Ph.D.'s insight:
What do you dislike the most about the retail store shopping experience? See this article for a rather lengthy list of complaints.
more...
No comment yet.
Scooped by Russ Merz, Ph.D.
Scoop.it!

The 2016 Retail Holiday Delivery Experience [Infographic]

The 2016 Retail Holiday Delivery Experience [Infographic] | New Customer & Employee Management | Scoop.it
Retail shipment delivery during the holidays is vital to retailers, customers, and carriers alike. What went wrong with shipment delivery experiences in 2016, and what can be done about it in 2017?
Russ Merz, Ph.D.'s insight:
The Good Bad & Ugly of the 2016 Retail Holiday Delivery Experience. How were your customers affected?
more...
No comment yet.