November, 2013

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Encourage mobile learning with smartphone and tablet compatible quizzes

ProProfs

'Whether it’s employee assessments or online exams you are looking to create, you want learners to be able to access them on mobiles and tablets. With ProProfs Quiz Maker’s responsive web design, you can create quizzes, tests and exams which are inherently responsive and automatically adjust to all screen sizes be it laptops, iPads, iPhones or Android smartphones.

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Measuring the Multichannel Customer Support Experience

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'1to1 Media''s Tom Hoffman speaks with Sarah Mcelwee, Vice President of Client Operations at KBM Group, to discuss the factors that are influencing how the customer support experience should be monitored and measured. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

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Capture customer preferences with our new ranking question types for surveys

ProProfs

'Understanding consumer preferences is crucial for the success of any business. With ProProfs Survey Maker ranking question types, you can do just that and more. You can engage customers better with survey ranking question types and also obtain actionable data, which presents a clear picture of customer preferences. You can use this data to align your products or services with customer expectations and grow your business.

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Share poll results with respondents upon completion

ProProfs

'Want to reveal the poll results for respondents after it’s completed or closed? Our new setting lets you easily publish poll results, once the poll is closed. While you might want to keep results private for one such as a customer satisfaction poll. In other cases, like a public opinion poll, you can display the final poll results on your blog or website.

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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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The Impact of Declining Teenage Facebook Usage on Marketers

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'During Facebook''s Q3 earnings call on Wednesday, CFO David Ebersman quietly announced a decrease in teenage daily users during the quarter, especially with younger teens. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

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When Directing a Customer to Self Service Backfires

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'There are numerous benefits for guiding (note: not forcing) customers to use self-service channels to resolve an issue they may be encountering or to find answers they''re seeking. Certainly one of the most popular reasons for ushering a customer to a self-service channel is cost - live call center support can cost between $6 to $12 per call while a web self-service interaction can cost a company less than 10 cents to support, according to Forrester Research.

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Providing a Seamless Customer Experience is a 2013 Holiday Shopping Essential

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'Each year it seems as though the holiday shopping season starts earlier and earlier. This year is no exception. Given that it''s the shortest shopping season with only 27 days between Thanksgiving and Christmas, many consumers have already been hitting the malls and browsing online for deals. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

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I'll Have a "Blue" Thanksgiving

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'Thanksgiving has always been a convoluted mess. Our predecessors plundered the Native American land, the occasion wasn''t recognized as an official holiday until 1863, and I''m not even certain as to why we specifically target turkeys for the main course. But one thing''s for sure--"thanks" and "giving" no longer go together like peanut butter and jelly.

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Cracking Down on Contact Center Complaints

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'Before the latest technologies introduced the joys of self-service, the contact center was our only true method for troubleshooting and issue resolution. Notorious for its lengthy wait times and frustrating interactions, calling the customer service hotline remains a last resort for most, even to this day, for most appear ill-equipped for the connected, impatient consumer of today.

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Training Seasonal Employees for Holiday Success

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'It''s the most wonderful time of the year. Or so goes the song. But with so much hype around the holidays and expectations being so high, retailers had better deliver on their promises of a great customer experience or any business relationships they forge will wither in the New Year. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

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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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4 Tips for Overcoming Big Data Dilemmas in Retail

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'Big Data continues to befuddle marketers, and those in the retail sphere are no exception. With consumer information constantly flowing into the organization, it can be rather difficult to keep everything under control and remain vigilant in case concerns arise. But, as Don Patrick, president of Infogroup Targeting Solutions, says, without proper data hygiene practices and analytics, Big Data is no more valuable than the sum of its parts.

Retail 43
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Loyalty is Crucial for Small Businesses

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'With just a week until Thanksgiving, retailers are in full swing preparing for what is the busiest time of the year. These next weeks can make or break a business and most organizations are striving to make sure it''s the latter. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

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Giving Thanks to the Retailers That Will Remain Closed on Thanksgiving

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'As a growing number of retailers are opening their doors on Thanksgiving, a handful are bucking the commercial trend and staying closed, respecting employees and their families and attracting positive word of mouth in the process. Nordstrom, Costco, Ross Stores, TJ Maxx, Marshall''s, Burlington Coat Factory stores, Sam''s Club, and BJ''s Wholesale are choosing not to encroach on America''s family centered holiday by remaining closed on Thursday.

Retail 41
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Case Study: Innovating The Fast-Casual Restaurant Experience

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'In 2011, the executives at Bertucci''s, a 30-year-old restaurant chain in the US Mid-Atlantic and New England regions, faced a big problem: The restaurant had become nearly invisible to younger generations of diners. Bright lighting and rows of faux-leather booths beckoned parents with messy young children -- not ever-shifting groups of young friends on the move.

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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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Checking It Twice: 2 Holiday Shopping Trends to Watch

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'With each passing day, the official holiday season grows closer and closer. While malls are already playing Christmas tunes and department stores are all decked out in twinkle lights, the true rush has yet to begin. Soon, Black Friday deal-grabbers and last-minute shoppers will flock to the store and clutter the aisles, while others will hop online to research sales and avoid these crazy crowds.

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Q&A: Looking Beyond Net Promoter Score

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'Net Promoter Score (NPS) - which measures the likelihood of a customer to recommend a company a friend or a colleague - has provided businesses with a lot of benefits since it was first introduced by Fred Reichheld, Bain & Company, and Satmetrix in 2003. It''s a simple, understandable metric that enables executives to easily determine the relative health of a company''s relationships with its customers.

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Big Data Deficiencies Earn Failing Grades for Enterprises

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'Marketers readily believe that Big Data is a key enabler of personalization. However, according to a recent report conducted by the CMO Council, personalization of interactions is only happening at the marketing campaign level with email, direct mail, the Web, and social media engagements. In fact, some 65 percent say frontline resources do not have access to social media intelligence to leverage in personalized outreach.

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Customer Experience Design Lessons From B2C & B2B Award Winners

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'B2C financial services provider Ally Bank and B2B professional services firm PwC Australia took home top honors in the design category of Forrester''s first annual Outside In Awards. In our recent report, Amelia Sizemore and I describe how--despite vastly different business models and target customers -- Ally and PwC followed strikingly similar approaches: human-centered design processes that involved a collaborative kickoff stage, extensive research, contributions from customers and multiple p

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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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Service Shouldn't Take a Back Seat During the Holidays

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'The holiday season has officially started and brands are doing their utmost to attract customers to their stores--whether brick-and-mortar or online--to spread the cheer by spending their cash. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Sales 36
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Digital CX Teams in the Post-PC Era: Your Questions Answered

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'Last month, I delivered a webinar about digital CX teams in the post-PC era. I described the importance of having a clear strategy for the digital customer experience and how it should align with the overall customer experience vision in non-digital touchpoints. I shared examples of how companies hire and train essential in-house skills like journey mapping and storytelling to avoid overreliance on partners.

CX 36
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Q&A With Darren Bentham, Chief Customer Officer, Southern Water

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'Design is, without a doubt, the sexiest of the six customer experience disciplines. So when we talk about CX design at Forrester, our favourite example comes from a really sexy industry: water utilities. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

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Prevent survey spam by allowing only one response per person

ProProfs

'With ProProfs Survey Maker , you can create secure surveys, which allow only one response per person. This is achieved by blocking repeated attempts from the same computer or IP address. By limiting survey responses to one, you can prevent spam and get more accurate results for your survey. Benefits of limiting survey responses to one. Prevent spam – Since only a single attempt can be made from a particular computer or IP address, you will not be harassed with spam responses.

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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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Contact Center Benchmarking Report: Customer Satisfaction, FCR Continue to Drop

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'As companies continue to adopt state-of-the-art technologies and techniques in their contact center operations, this has provided terrific opportunities for organizations to make improvements to the customer support experience. But, generally speaking, reality hasn''t quite met this promise. Some areas where organizations continue to underachieve with multichannel customer support include providing agents the ability to obtain a single view of the customer.