July, 2014

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3 Key Questions to Ask When Identifying Your Customer’s Persona

Callminer

Researching customer personas can ensure the customer experience caters to an individual’s wants and needs. Here are 3 key questions to ask to identify your customer’s persona.

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Ben Puzzuoli: Improving Front Line Customer Service

Bill Quiseng

This week’s guest post is written by Ben Puzzuoli, Chairman of the Board at Cayzu Help Desk ( www.cayzu.com ). The real benefit of social media is in meeting people who share like interests. My very first management position was with Marriott Hotels. Back then, there were less than 35 hotels worldwide. Recently Marriott opened the J.W. Marriott Hotel in Washington, D.C., its 4000th.

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Trending Sources

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Why the Comcast Customer Service Nightmare Happens and Why Nothing Ever Changes

Win the Customer

'Service providers often tie employee compensation with negative behavior, and the entire corporate culture is often toxic. This type of behavior is pervasive in corporate customer service and continues to take place.

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Creating Moments of Wow

Dennis Snow

Many companies I consult with are in search of that magical, all caps, bold WOW they can create for their customers that will result in insane customer loyalty. And I’m all for the big WOWs. I love to be on the receiving end of big WOWs. But there’s a problem – they’re hard to create. […].

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From Data to Decisions: Maximizing Retail Potential with AI

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and guest speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

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Customer Service or Lip Service?

CX Journey

'In your company, is "customer focus" just a poster on the wall? Or is it a way of doing business? How many times have you walked into an establishment and been bombarded by posters or signs about customer satisfaction, listening to customers, great customer service, etc.? Do you wonder if those posters are just posters, i.e., all fluff and no stuff?

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Easily track learner performance in your systems with ProProfs API

ProProfs

'With ProProfs, you can easily share and receive information by working with our API. You can integrate your systems to seamlessly perform a number of tasks, one of which is tracking the progress of learners. Using our API, you can track learners without ever logging into ProProfs. You can instantly receive updated records of all the new users who have registered to your classroom.

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More Trending

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Managing the Marketing Workload for Results

1 to 1

'Marketing leaders are constantly striving to achieve the highest possible levels of customer engagement and to get the biggest bang out of their campaign efforts. But it''s often what goes on behind the scenes - and how well those activities and processes are managed - that ultimately determines the success of marketing programs. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

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Technology Is Raising the Customer Service Standard and Creating Overwhelming Customer Loyalty

Win the Customer

'Innovation in technology is raising the customer service standard and we''re just beginning to see its impact in the customer experience.

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Taking Pride In the Job

Dennis Snow

My wife and I are in the middle of a major home interior renovation. Seeing my home completely torn up has caused me several times to get on my knees and ask my wife, “How did I let you talk me into this?” She quietly assures me that it will be worth it when it’s […].

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Do You Guarantee Your Customer Experience?

CX Journey

'Image courtesy of Tom with his Nikon Should companies offer guarantees for their products and services? Or is the better question, why don''t they? I saw a commercial the other day where the company offered a money-back guarantee for its product. That got me thinking, as these things often do, about guarantees. If we truly care about our customers, the customer experience, and keeping customers happy and returning, are guarantees a good idea?

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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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Track where learners spend most of their time

ProProfs

'With ProProfs, you can now trace the time learners spend on every page of your training course. Our new feature lets you to not only see the total time taken by your learner on the overall course, but also analyze how much time they spent on every page as well. With this data, you can examine and break down the time spent on each page or learning module and get crucial insights about your learner.

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4 tips to consider for your quality call monitoring

Callminer

Companies need to leverage real-time call monitoring and speech analytics to improve the customer experience. Here are 4 tips to consider.

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Customer Experience: Little Things Can Make a Big Difference

1 to 1

'I was recently reading a Forbes post by Micah Solomon which points to the importance of avoiding simple but critical language mistakes that often occur in customer service interactions. For instance, instead of an agent using terminology such as "You need to." to a customer, a more appropriate and customer-friendly approach would be "We find it usually works best when.

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Customer Service 101 for Online Home Sellers and Mortgage Brokers

Win the Customer

'Effective home sales means striving to make deliver customer service so that others feel that you value them as a person and not just their business.

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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?

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5 Clever Ways to Use Your Thank You Page

Comm100

Thank you pages – pages that are displayed following the completion of a sale – are generally last on the list of content priorities for any brand or online retailer. After all, the sale has been made, the conversion is complete and it’s time to look for new customers and the next big sale, right? Wrong. The best business owners know that the probability for selling to an existing customer is 60-70%, whereas the probability for selling to a potential client, someone who has never purchased from

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How to Lose a Customer in 10 Days

CX Journey

'Image courtesy of dalbao Businesses are - knowingly or unknowingly - sabotaging their customer relationships. Customers don''t want to put up with it anymore - and they make sure their friends hear about it. After the popular post I wrote titled 19 Signs Customers Are Just Not That Into You , which sounded an awful lot like the romantic comedy, He''s Just Not That Into You , I was inspired by the title of another rom-com, How to Lose a Guy in 10 Days , for today''s post.

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'Simple Sticker' Idea: Transform Your Customer Experience Today

PeopleMetrics

'At PeopleMetrics, we are in the storytelling business. So naturally, we talk a lot about customer service stories gone bad. Our inboxes are full of horror stories forwarded from friends and family, and most of our conversations sound like, “Did you hear about that Comcast fiasco with Food Network Star Alton Brown ?” Most days, I cannot get the United Breaks Guitars song out of my head.

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The Importance of Analyzing Customer Conversations with Speech Analytics [Resource Guide]

Callminer

Read about the importance of analyzing customer conversations with speech analytics in this Resource Guide from CallMiner. Learn more.

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7th Annual CX Report by The Northridge Group Uncovers Priority Training Focus

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

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Are You Ready for the 4-Day Work Week?

1 to 1

'Earlier this month, Google Co-Founder Larry Page entertained the notion of businesses implementing a four-day work week during a fireside chat with Google co-founder, Sergey Brin, when he said that everyone needing to work frantically "is just not true.". There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

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4 Companies Using Social Media Customer Service Effectively for Customer Retention and Loyalty

Win the Customer

'Social media may never become a traditional contact channel, but it''s still an effective tool for social engagement in customer service.

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10 Things Customers Want and Expect from Customer Service

Fonolo

Updated May 2020: Companies place a great deal of importance on meeting customer expectations. According to Forrester, nearly 95% of leaders say that providing a good customer experience is a top strategic priority, and 75% want to use customer experience as a competitive advantage. But it’s a big, crowded marketplace out there, full of consumers that want different things at different times via different channels.

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Transforming the Customer Experience with Big Data

CX Journey

'Image courtesy of fuzzedbuzz I originally wrote today''s post for Intradiem. It appeared on their blog on March 17, 2014. What is big data? and how is it used to deliver a great customer experience? "Big data" has been defined in many different ways and seems to most often refer to the sheer volume of data, but for the purpose of this article, I''m going to refer to the data sources.

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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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Get insights into your customers’ choices with survey comments

ProProfs

'With ProProfs comments you can create insightful customer feedback surveys, which gather data around not only what your customer choices are but also reveal the motivation behind their choices. Often, customers feel restricted in answering simple ranking and rating surveys. By adding comment fields, you allow your customers to share the reasons for their decisions.

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Moving from Customer Service to Customer Care in the Age of Customer Experience

Win the Customer

'When you show customer care, you’re proactive, you listen and understand customers, then deliver on needs before they even ask for it.

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4 Stages of the Customer Experience Journey: Real-Life Lessons in Retail in the Online Age

Win the Customer

'Your customer experience journey can be judged on the effectiveness of discovery, engagement, usage and persuasion.

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Is Your Customer Experience Suffering from Short-Sightedness?

CX Journey

'I originally wrote today''s post for The DiJulius Group ; it was posted on their blog on May 15, 2014. Is your company short-sighted when it comes to the customer? I''ve been using the phrase "short-sighted" a lot lately, and it got me thinking about how too many companies are short-sighted when it comes to customer experience management. If you''re not familiar with the phrase, Merriam-Webster defines it as: not considering what will or might happen in the future; made or done without thinking

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The Hidden Costs of Poor Customer Onboarding

Churn starts within the first 30 days of customers purchasing a product. A lot of it comes down to the first impression customers get through the onboarding process. A poor experience can result in losing current and future customers, and unnecessary overhead. It’s important to know what a poor onboarding experience looks like, the associated hidden costs, and how to build a top-tier onboarding experience for your customers so you can avoid losing hard-earned revenue.

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Will Robot Bloggers Support or Undermine Content Quality?

1 to 1

'Can an algorithm replace or supplement content created by your employees? Some businesses say "yes" as they adopt algorithm-based solutions that are designed to churn out marketing content and other materials. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

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Preventing a 'Comcast Situation': 7 Ways to Avoid Disastrous Customer Service

1 to 1

'We''ve all called a customer service department at one point or another and have encountered pushy or unhelpful customer service reps. Last week, the experience that San Francisco-based tech blogger Ryan Block encountered with an unnamed agent when he called Comcast to cancel his service, takes the cake. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

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Can You Measure the ROI of Customer Experience?

1 to 1

'Companies are increasingly using customer experience metrics to gauge the health of their customer relationships. But as companies continue to up their investments in customer-focused initiatives, CEOs, CFOs, and other members of the senior management team demand to know what the returns are on those efforts. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

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Improving the Last Mile of the Customer Experience

1 to 1

'According to the 2014 Temkin Experience Ratings, wireless carriers rank in the middle of the pack with respect to the customer experiences they deliver, ahead of industries such as hotels and Internet service providers. My own recent experience with one of the largest carriers in the U.S. demonstrates how one customer experience can leave a lasting impression.

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Mapping Digital Transformation: Retail’s Strategic Shift

Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib