Callminer

DECEMBER 4, 2013

With real-time monitoring managers can act, not just react, and customer service, performance, and compliance issues can't slip through the cracks.

Contact Center 182

Contact Center Compliance Customer Service 182

Win the Customer

DECEMBER 30, 2013

'Customer service management software and CRM focuses on providing more efficient ways to unify business activities to carry out more effective customer service actions contributing to a better service experience. Technology is helping businesses face many of the challenges they face as they try to maintain or build market share. One of the most helpful […].

Customer Service 141

Customer Service CRM Technology Technology 141

ProProfs

DECEMBER 5, 2013

'While in brick and mortar classrooms, where text is the primary medium of instruction, with online courses you can use all kinds of instructional mediums such as text, videos, images and more. A striking example is an audio enabled PowerPoint presentation, which allows you to use a combination of images, text and sound to deliver information to learners.

63

63

1 to 1

DECEMBER 22, 2013

'Whether it''s the airlines embracing mobile to assist customers, a bad-boy company promising to make over its service standards, or the launch of new technology that will change how consumers pay for everyday retail goods, these 10 customer experience incidents will change the course of how organizations deliver customer experiences. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Social Media 55

Social Media Customer Experience Voice of the Customer Retail 55

Advertisement

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.

Win the Customer

DECEMBER 31, 2013

'Consistently delivering an exceptional customer experience requires creating employee engagement and culture that cultivates positive service actions.

Customer Experience 143

Customer Experience Customer Experience Management 143

Win the Customer

DECEMBER 28, 2013

'Only 4% of customers trust advertising the most for service information, so can your good customer experience to help seal the deal with customers?

Customer Experience 143

Customer Experience Customer Service 143

Win the Customer

DECEMBER 26, 2013

'Customer service leadership is clearly having a strategy for customer experience and bringing out excellence in others to carry out the service vision.

Customer Service 132

Customer Service Customer Experience 132

Win the Customer

DECEMBER 25, 2013

'Wishing a very Merry Christmas to customer service and call center agents around the world. Peace, joy, and happiness to you and your loved ones. To all of you staffing the 24x7x365 customer service and technical support call centers around the world, who sacrifice to continue your mission of exceptional customer experiences, I want to […].

Customer Service 107

Customer Service Customer Experience 107

ProProfs

DECEMBER 15, 2013

'After a point in time, learning can become an ordeal and easily transform from fun to feared. In school, when learning is a fun activity where teachers / educators encourage it through interactive and playful mediums such as songs, quizzes, colourful pictures, etc, children begin to look forward to this time. Eventually, however, as subjects begin to grow harder, the sense of fun begins to lose its fizz and this can completely deter a learner from learning.

Education 55

Education Technology Technology 55

1 to 1

DECEMBER 5, 2013

'Navigating the healthcare system can be challenging and intimidating for individuals and changes that are currently taking place can make it even more confounding. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Healthcare 52

Healthcare 52

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.

Retail

1 to 1

DECEMBER 3, 2013

'From Black Friday to Cyber Monday, the past week has been filled with nothing but advertisements and promotions galore. Fifty percent off this, 25 percent off that--it''s enough to make your head spin! But for Photojojo, the photography fanatic''s online destination, garnering attention was not just a gimmick. It was borderline genius. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Social Media 51

Social Media 51

1 to 1

DECEMBER 30, 2013

'The importance of delivering an optimal customer experience cannot be overstated. This year saw some notable blunders. Here are five that I believe stood out the most. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Social Media 51

Social Media Customer Experience Customer Loyalty Customer Service 51

ProProfs

DECEMBER 22, 2013

'Whether you’re a business looking to create a certification course on internal company policies, or an institution that has accreditation requirements, ProProfs Compliance Certificate feature helps you easily create certification courses for meeting your compliance requirements. No organization today can disregard the importance of compliance training.

Compliance 40

Compliance Construction Manufacturing Education 40

1 to 1

DECEMBER 16, 2013

'As 2014 approaches, business leaders everywhere are making their New Year''s resolutions, targeted and prioritizing specific goals to help improve the omnichannel customer experience, increase customer loyalty, and ultimately advance their businesses. For many, two resolutions will appear at the top of their lists: to convert more leads into sales and to better understand and manage Big Data.

Omnichannel 49

Omnichannel Customer Loyalty Sales Customer Service 49

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.

Voice of the Customer

1 to 1

DECEMBER 17, 2013

'While many consumers are scrambling to purchase last-minute gifts, others are plotting and planning their holiday travel itinerary. But travelers aren''t the only ones preparing for the rush at the airport. Many travel businesses are now using Big Data, behavioral trends, and text analytics to adjust their operations accordingly. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Text Analytics 49

Text Analytics 49

1 to 1

DECEMBER 26, 2013

'Customer feedback is essential for organizations that can use these insights to determine what''s working and what needs to be changed within their organization. Recognizing this, many companies are making an effort to collect a good amount of customer feedback that will help them make the necessary improvements to their service efforts. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Customer Feedback 49

Customer Feedback 49

1 to 1

DECEMBER 3, 2013

'A major event for my family over the past several months was my mother''s decision to sell her house and move to an independent living facility. There were a lot of moving parts associated with this move, including putting mom''s house on the market, selecting an independent living center that met her needs, deciding which furniture and belongings would be moved to her new residence, packing, scheduling the shut off of her utilities, etc.

Customer Experience 47

Customer Experience 47

1 to 1

DECEMBER 6, 2013

'Last month it was my pleasure to host Forrester''s Customer Experience Forum EMEA in London. The theme for the event was "boost your customer experience to the next level," which we picked because we know that attendees of our events are at widely (sometimes wildly!) different levels of customer experience maturity. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Customer Experience 46

Customer Experience 46

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?

Technology

1 to 1

DECEMBER 31, 2013

'When business becomes crazy during the holiday rush, companies are prone to making the occasional mistake. Luckily, in retrospect, these problems often become teaching moments that influence future improvements and programs. For many, social and mobile tactics still lack the strength necessary to garner loyalty and engagement. These tools offer vast opportunities, but while most brand recognize the potential for success, many have yet to integrate these channels into their overall marketing and

Social Media 44

Social Media Sales 44

1 to 1

DECEMBER 9, 2013

'It''s that time of year again when goal-setting for the year ahead and reflections on decisions rendered become routine. Business leaders everywhere are no exception, as now is the time to look ahead at ways to stand out from the competition and enhance the customer experience. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Customer Loyalty 43

Customer Loyalty CX Customer Service Customer Experience 43

1 to 1

DECEMBER 11, 2013

'Starbucks has become the unofficial official refueling station of the holiday season. Yes, it''s quite likely that you will spend more time waiting in line for a peppermint mocha whatchamacallit than you will for any of the must-have items on your shopping list. Yet, while standing in line for an overpriced, holiday-themed beverage may be frustrating to many, for those with simple tastes, the experience can be rather comical and mildly entertaining.

Entertainment 43

Entertainment Voice of the Customer Customer Service Customer Experience 43

1 to 1

DECEMBER 31, 2013

'When we look back at 2013, there were a number of key developments which had a profound impact on marketing organizations. Location-based marketing, social media engagement, real-time marketing, just to name a few. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Social Media 42

Social Media 42

Advertisement

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

CX

1 to 1

DECEMBER 2, 2013

'So you''ve survived Black Friday--the long lines, the impassible parking lots, and the in-store brawls over door buster sales. It''s time to settle into a comfy chair, or close your office door, and start shopping online on this Cyber Monday. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Sales 41

Sales Customer Service Customer Experience 41

1 to 1

DECEMBER 26, 2013

'While most people looked ahead to 2014, I did exactly the opposite. I reflected on some of my more sour moments and realized what I learned from them. Typically I''m the most jovial customer, but in a brazen spree of outrage and deceit I did some things that I can''t take back, so this is my moment of penance: There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Customer Loyalty 39

Customer Loyalty Customer Service Customer Experience 39

1 to 1

DECEMBER 17, 2013

'Old school salespeople like to pride themselves on their ability to close the deal through their interpersonal skills and sales savvy. They''re often the first to admit that they''ve done their homework to gain a deeper understanding of the needs and interests of a particular client or prospect in order to deliver on what the client is looking for.

Sales 39

Sales 39

1 to 1

DECEMBER 10, 2013

'Thanks to behavioral shifts and technological advancements, marketing is undergoing a dramatic evolution. Historically, companies have tried to sell as many products as possible to customers, either through direct mail campaigns and other techniques. Then, as digital channels began to emerge, marketing leaders would attempt similar batch-and-blast campaign approaches through email, mobile, etc., often resulting in disjointed messages that carry little context about the customer and their needs.

Touchpoint 38

Touchpoint Technology Technology 38

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.

Customer Experience

1 to 1

DECEMBER 12, 2013

'Remember a time when customers were exposed to organizations almost solely through television commercials, newspaper and magazine ads, and mailings? Today, brand mentions seem to be thrown at us from all directions. Open your inbox and there are a handful of promotions, click on a website and advertisements pop up on the side. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

38

38

1 to 1

DECEMBER 13, 2013

'Earlier this year, I spoke with Kathleen Cattrall, Interim Chief Experience Officer, at VCA Animal Hospitals about the company''s customer experience transformation efforts. VCA is a publicly traded company (fittingly, their NASDAQ ticker symbol is WOOF) that owns and operates more than 600 pet hospitals in the U.S. and Canada. Its work to create more customer-centric hiring processes features in my latest report, "How to Hire and Onboard Customer-Centric Employees.".

Hospitality 37

Hospitality Hospitality CX Customer Service 37

1 to 1

DECEMBER 24, 2013

'We''ve all had to endure long wait times for visits at doctor''s offices. And while making an appointment for a medical condition isn''t the same as experiencing a delay in service at a bank or an auto repair shop, it can be just as infuriating - sometimes more so. Perhaps this is because so many of us feel undervalued when we''re forced to wait while other patients who arrive after we do are seen first.

Healthcare 36

Healthcare 36

1 to 1

DECEMBER 19, 2013

'We''re right in the middle of the holiday season and like every other year, organizations are trying their utmost to make the most out of holiday cheer to encourage consumers to make purchases or at least to remain top of mind. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

35

35

Advertisement

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.