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.

Compliance 207

Compliance 207

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.

Customer Experience 136

Customer Experience Customer Service 136

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

Customer Service 118

Customer Service Social Media Start-ups Customer Experience 118

ProProfs

APRIL 23, 2014

'Name: Dr. Fayez Al Farhan . Job Title: Founder & President of MBDLE. Website: www.mbdle.com . Location: Saudi Arabia .

Education 88

Education Technology Technology Customer Experience 88

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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.

Social Media 55

Social Media 55

Customer Service Training

APRIL 10, 2014

Customer Service Week; Celebrate the purpose of the work that you do helping customers

Customer Service 52

Customer Service 52

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?

Technology 130

Technology Technology Customer Service Customer Experience 130

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.

VOC 114

VOC Voice of the Customer Customer Service Customer Experience 114

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.

Contact Center 182

Contact Center 182

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.

182

182

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

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?

Customer Service 139

Customer Service 139

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.

Customer Service 143

Customer Service 143

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.

123

123

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.

Sales 124

Sales Customer Experience 124

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

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.

Entertainment 48

Entertainment Social Media Start-ups Voice of the Customer 48

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.

Customer Loyalty 54

Customer Loyalty Customer Service Customer Experience 54

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.

Customer Loyalty 52

Customer Loyalty Customer Service Customer Experience 52

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.

52

52

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

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.

Customer Experience 51

Customer Experience Government Customer Loyalty CX 51

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.

Customer Experience 51

Customer Experience 51

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?

Contact Center 51

Contact Center Customer Service Omnichannel Touchpoint 51

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.

Social Listening 50

Social Listening Social Media Retail Customer Service 50

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CX

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.

Social Media 50

Social Media Sales Customer Experience 50

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.

49

49

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.

Customer Service 49

Customer Service Customer Loyalty Customer Experience 49

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.

Customer Experience 48

Customer Experience 48

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

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.

Customer Loyalty 47

Customer Loyalty Customer Experience 47

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

47

47

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.

41

41

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.

Retail 41

Retail 41

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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.