10 Keys to PCI Compliance in the Call Center
Callminer
APRIL 17, 2014
Failing to protect customer privacy can result in serious fines and reputation issues. Here are 5 keys to PCI compliance in the call center.
April, 2014
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Build the Next Customer Experience Wonder of the World
Win the Customer
APRIL 7, 2014
'You don''t need notoriety. With persistence, teamwork, efficiency, effectiveness and individual responsibility have proven time and again to accomplish unfathomable tasks.
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Trending Sources
Why Great Customer Service Isn’t Enough to Be Customer-Centric
PeopleMetrics
APRIL 2, 2014
'I recently sent out a pitch on HARO (Help A Reporter Out). If you haven’t gotten on the HARO bandwagon, you’re missing out. It is a fantastic network of news sources with journalists and expert opinions. And everyone’s technically an expert in something. So pro-tip: you sign up, you benefit. Last week I wrote on a bad customer service example in social media, " How To Disappoint Customers on Social Media: A Cautionary Twitter Tale " and was interested in exploring what custome
Dr. Fayez gives ProProfs Training Maker top scores for its excellence and simplicity
ProProfs
APRIL 23, 2014
'Name: Dr. Fayez Al Farhan . Job Title: Founder & President of MBDLE. Website: www.mbdle.com . Location: Saudi Arabia .
The Pragmatic Path to Composability: Creating Efficient Commerce Systems
Speaker: Jason Cottrell and Brian Walker
Brands used to look for a commerce platform that could do everything. But over time, one vendor was no longer enough to meet a brand’s needs, so they added, and added, and added— and now it's essential that these vendors work well together. That’s composable, and it’s important to get it right. Customers and your board expect you to be in new channels and to adapt quickly to market change.
Should You Socialize Your CEO?
1 to 1
APRIL 16, 2014
'From Facebook and Twitter, to Instagram and Pinterest, social media continues to prove it''s not just some trend, but also an emerging platform for individuals and brands to connect and converse. But, as social media expands into an enterprisewide initiative, more companies beginning to consider to pros and cons of bringing their CEO into the mix. While many feel this step would bring an added human element to their business, others worry that exposing their CEO to public scrutiny may backfire.
Customer Service Week
Customer Service Training
APRIL 10, 2014
Customer Service Week; Celebrate the purpose of the work that you do helping customers
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Technology For Personalized Service In Non-Personal Customer Interactions
Win the Customer
APRIL 1, 2014
'Why do customers still hold on to the need to for a human-to-human interaction, even when the information available with technology is much more abundant and accurate than relying solely upon a human being?
The Best Way to Encourage Customer Trust from the Inside Out
PeopleMetrics
APRIL 8, 2014
'In order to deliver a good customer experience, a company must first be customer-centric. Last week I wrote on the nuances of customer service and customer-centricity in “ Why Great Customer Service Isn’t Enough to Be Customer-Centric ” For those who are not reading my every post with rapt attention, I used the HARO (Help A Reporter Out) service to put out an APB for customer-centric companies to learn from.
6 Must-Read Call Center Research Reports on the Future
Callminer
APRIL 24, 2014
CallMiner has compiled a list of 6 must-read research reports that cover trends & challenges shaping the contact center industry’s future. Read more.
6 Questions to Ask When Evaluating Speech Analytics Software
Callminer
APRIL 10, 2014
Investing in speech analytics software is a big decision. Check out these 6 questions to help you find a solution to suit your needs.
Turn Payments Into Personalization: Unlock the Value of Transaction Data
Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
Service is Only as Strong as Your Strongest Link
Win the Customer
APRIL 21, 2014
'We all have weaknesses we''re trying to fix. But is a slight improvement in an area of weakness making the greatest impact to your service experience?
The Conflicting Nature of Customer Service
Win the Customer
APRIL 14, 2014
'Bad service happens because there’s an inherent disconnect between the expectations of the customer and the demands of the call center.
3 Practical Tips for Streamlining Your Business Processes
Win the Customer
APRIL 10, 2014
'Focus on working smarter, not harder. Three tips can help you streamline your business and work cost effectively without cutting corners that impact your customers.
Enhancing the Customer Experience For Successful Sales Lead Generation
Win the Customer
APRIL 3, 2014
'Some organizations thrive, and it’s usually because of high performing sales and service teams being closely aligned around a clear customer experience.
Reimagine Your Communications With A Unified Platform
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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
Does Your Company Pass the $20 Customer Trust Test?
PeopleMetrics
APRIL 23, 2014
'Customer trust is a topic that we are seeing in more and more of our clients’ customer feedback data. We have learned that customers define trust in two ways: The firm conviction in the reliability of an organization’s services and. The belief that they have your best interests in mind. If we get trust right there are great benefits to be realized including undying loyalty to the brand and positive word-of-mouth.
Five Actions to Increase Customer Loyalty in 2014
1 to 1
APRIL 21, 2014
'April is Customer Loyalty Month, a great time for companies to take inventory of the best practices, processes, and metrics around how they''re engaging with customers across the enterprise in an effort to boost their loyalty. Here are five action items to help increase your company''s customer loyalty in 2014. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
How to Lose a Customer in 10 Days
1 to 1
APRIL 2, 2014
'Not too long ago, in an AT&T store pretty close by, a young woman (me) and her mother (mine) watched their loyalty die. Though rarely a problem in the decade that''d passed, one awful experience led us to leave them at last. Our story begins on one chance Saturday night, the innocent moment that triggered our eventual flight. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
Content Marketers Must Keep Customer POV in Mind
1 to 1
APRIL 30, 2014
'Content may be "king" to some, and "queen" to others, but as this emerging marketing strategy continues to occupy the minds of professionals across industries, one may soon argue that content represents the entire royal family. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
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.
Is Improving The Customer Experience a Moral Imperative?
1 to 1
APRIL 18, 2014
'When I ask government employees why improving customer experience (CX) is so important, I often hear a version of the same answer: "It''s the right thing to do." But I''m not about to take an easy answer like that at face value, so I dig deeper. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
Making the Customer Experience Easy
1 to 1
APRIL 8, 2014
'Think about the companies that you like best. What sets them apart? Do they make it easy for you to transact with them? I recently had a set of highly aggravating experiences with a bank that I use that left me shaking my head at the lack of thought that was put into its customer experience processes for enrolling in an electronic payment system. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
Taking Customer Service Beyond the Four Walls of the Contact Center
1 to 1
APRIL 29, 2014
'If you stop and think about it for a moment, we''re witnessing some dramatic changes as to how customer service is being delivered. For starters, today''s omnichannel customers are prompting companies to provide support across any and all of the touchpoints they use. Who would have expected even a few years ago that roughly one-third of enterprise companies would have dedicated handles for Twitter support?
Starwood's Rules for Social Listening
1 to 1
APRIL 13, 2014
'Digital and social trends are the key factors driving the evolution of retail marketing today. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
Software Composition Analysis: The New Armor for Your Cybersecurity
Speaker: Blackberry, OSS Consultants, & Revenera
Software is complex, which makes threats to the software supply chain more real every day. 64% of organizations have been impacted by a software supply chain attack and 60% of data breaches are due to unpatched software vulnerabilities. In the U.S. alone, cyber losses totaled $10.3 billion in 2022. All of these stats beg the question, “Do you know what’s in your software?
Applying the Art and Science of Integrated Marketing for the Modern Marketer
1 to 1
APRIL 11, 2014
'Far too long ago to mention, I listened attentively as my marketing professor elucidated the Four P''s of marketing. It was a different world then; smartphones and tablets weren''t en vogue, virtual events and Spreecasts didn''t exist, and Facebook and Twitter were rarely used for business. Magazines and newspapers flourished and face-to-face events reigned.
Are Your Customers Tuning In or Tuning Out?
1 to 1
APRIL 15, 2014
'There''s a ton of information that customers share with companies that can - and should be - used to develop more personalized, relevant, and contextual engagement with customers at the right time and in the right channel. Drawing on a full range of customer data has become a business imperative for marketers, particularly as customized content and messaging is needed to engage today''s finicky, highly mobile customer.
Learn How to Wow Your Customers From a Customer Service Leader
1 to 1
APRIL 28, 2014
'The best kind of experience a customer can have is one in which a company can meet her need or solve her problem completely effortlessly, without having to jump through hoops or overcome obstacles. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
How To Build A Customer-Centric Culture
1 to 1
APRIL 4, 2014
'In my recent report for Forrester, "How To Build A Customer-Centric Culture," I describe how customer experience professionals use three tools to embed customer focus in their organizations: There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
7th Annual CX Report by The Northridge Group Uncovers Priority Training Focus
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JUST RELEASED! New research reveals 92% of business leaders would like to provide additional training to their customer service representatives. Soft skills training stands out as a priority area of investment and/or improvement. Check out The Northridge Group’s latest CX research report —the 7th annual CX survey of 1,000 customers and 250 business executives—to see additional statistics as well as insights that businesses can use to benchmark their customer service and improve the overall exper
The First Commandment of Customer Loyalty: Know Thy Customer
1 to 1
APRIL 22, 2014
'April represents a confluence of events. Not only is it Customer Loyalty Month. It''s also the tail end of the Passover and Easter holiday weeks which, in the U.S. anyway, includes an annual rite of passage: a network broadcast of Cecile B. DeMille''s "The Ten Commandments." Forgive me for mixing religion with customer experience, but since I still have Charlton Heston on the brain, it inspired the following headline for this post.
Email Marketing Continues to Evolve -- No Foolin'!
1 to 1
APRIL 1, 2014
'As Gmail turns 10 today, it''s a reminder of how many of us continue to remain reliant on email for work and for interpersonal communications. And even though other digital channels such as Facebook, Twitter, and LinkedIn have continued to gain prominence, we''ve also seen email marketing adapt and evolve. For instance, half of consumers now read emails only on their mobile devices, demonstrating the growth of mobile email, open rates, and conversion, according to Yesmail Interactive''s most re
Addressing the Needs of Always Addressable Customers
1 to 1
APRIL 10, 2014
'When was the last time you left your home or office without your mobile phone? And more importantly, did you continue on your way, or did you turn back to get your smart device? There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
Surviving the Amazon Effect
1 to 1
APRIL 24, 2014
'Recently I went to one of my favorite stores in Manhattan with the aim of making a couple of purchases. But when I got to my destination, I found a padlocked door and barred-up windows. Another store had bitten the dust. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
When Customers Win, You Win: How to Deliver Value That Transforms Your Customer Experience
Speaker: Donna Weber - Customer Onboarding Expert
Customer onboarding is so much more than going live with your product and driving adoption. The truth is, onboarding is the most important part of the customer journey. When you set positive first impressions, establish trusting relationships, and quickly deliver meaningful outcomes, you create customers for life. Invest an hour with Donna Weber to learn why your customer onboarding is critical to your success.
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