Win the Customer
AUGUST 5, 2014
'What benefit do your customers have to use your services? Find ways to help your customers make sound buying decisions to make your job easier while improving their own well-being.
PeopleMetrics
AUGUST 25, 2014
'In an effort to discover the experts within our clients’ companies that truly understand customer experience, we used customer feedback to identify those individuals who consistently deliver an exceptional customer experience. In 2011, we launched our first annual Brand Ambassador Awards to recognize these outstanding individuals. After discovering who the best of the best are, we picked their brains to discover why they are the best of the best.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Heart of the Customer
AUGUST 28, 2014
'There has been a lot to press about the General Motors failed ignition switch. There are many lessons to be learned about quality and manufacturing. But the most important lesson is about culture. Culture is your most powerful tool to create change. Exploiting your culture can drive significant improvements quickly. But culture can also stymy the best-laid plans.
ProProfs
AUGUST 22, 2014
'With 75% of workforce already mobile, today mobile learning is the norm rather than an exception. Whether it’s about training a geographically dispersed workforce or introducing blended learning in your classroom, you want your learners to be able to access your courses from their smartphones and tablets. With ProProfs Training Maker any course you create or have created in the past will look great on all devices be it on iPhones, Android, iPad and laptops.
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.
Dennis Snow
AUGUST 12, 2014
In this video I share the elements that differentiate caring customer service from indifferent customer service. If you received this blog post via email, you may need to click here to view the video.
CX Journey
AUGUST 7, 2014
'Have you ever wondered why the customer experience is a journey, not a destination? The best journeys answer questions that, in the beginning, you didn''t even think to ask. -Jeff Johnson I often get asked why I named this blog CX Journey and why I consider the customer experience a journey and not a destination. Most recently, in a chat with Customer Service Guru , I was asked: You place a lot of emphasis on the idea that customer experience is a journey and not a destination.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
PeopleMetrics
AUGUST 1, 2014
'At PeopleMetrics we’re all about gathering customer feedback. But we aren’t just helping companies to listen to their customers – we advise them to close the loop too (that is, follow-up on the feedback – get in touch – help solve a problem if need be.). Following up with a customer or prospect who took the time to reach out to you is key to building trust and solidifying your relationship with them.
Heart of the Customer
AUGUST 22, 2014
'Like you, Robin Williams’ death last week was a real shock. He had a true gift to make others laugh and feel better. A true irony. I even met him once, in a software shop in San Francisco. Thinking back to his career, he reminds me of parallels between comedy and customer experience. Let’s look at some of the ways that these two arts/sciences are similar.
ProProfs
AUGUST 10, 2014
'The growth of international business increases the need to have a knowledge base which teams across the globe can access in the language they speak. It is quickly becoming more important for businesses to fulfill this need so employees spread across across geographical regions can get access to crucial data. Whats more is that even businesses with a multilingual customer base need a knowledgebase that speaks several languages.
Dennis Snow
AUGUST 28, 2014
In this video I showcase the world-famous Pike’s Place Fish Market as an example of taking a routine task (selling fish) and turning it into an experience that delights customers.
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.
CX Journey
AUGUST 26, 2014
'Image courtesy of B Gilmour How well are your change management efforts going? I recently came across Dr. Kotter''s 8-Step Process for Leading Change. The steps come from his 1996 book, Leading Change , which outlines the eight critical success factors for change management. As you can imagine, this process was intriguing to me, since it applies quite nicely to the challenges we face as we struggle to implement changes to/for the customer experience within our organizations.
1 to 1
AUGUST 25, 2014
'Unless you''ve been living in a dark hole for the past month, you''ve heard of the "The Ice Bucket Challenge" and are likely one of the millions of people who''ve uploaded an ice bucket video to social media. The challenge, which involves dumping a bucket of icey water over one''s head in an effort to raise awareness for the ALS Association, has morphed into a pop culture phenomenon of the summer, particularly in the United States.
PeopleMetrics
AUGUST 18, 2014
'In an effort to discover the experts within our clients’ companies that truly understand customer experience, we used customer feedback to identify those individuals who consistently deliver an exceptional customer experience. In 2011, we launched our first annual Brand Ambassador Awards to recognize these outstanding individuals. After discovering who the best of the best are, we picked their brains to discover why they are the best of the best.
Heart of the Customer
AUGUST 7, 2014
'There’s no question about it – we live in a digital world. Checking our Facebook statuses, watching our videos, sending texts, our instincts are becoming digital. Given that, it’s no surprise that many efforts at teaching about customers are also digital. Citrix created a digital customer room. YouTube channels are another common approach, as are intranets.
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.
InteractionMetrics
AUGUST 26, 2014
Last week at 8 PM, one of the top 4 car rental agencies called to survey me about my most recent experience renting from them. Since I was in a good mood—and I had a question for the company—I said ok. Unfortunately, it was a waste of time, for me and them. We’ve written about survey biases , sampling errors , tired wording , and employee gaming , before.
ProProfs
AUGUST 19, 2014
'Today, mobile technology has been adopted on an unrivalled scale. With an ever increasingly large audience performing business, social and consumer transactions over the phone, you can no longer assume that your surveys will be responded to via laptops or desktop computers. Keeping this in mind, we at ProProfs decided to offer all our customers the gift of speed and ease of use.
CX Journey
AUGUST 12, 2014
'Image courtesy of LoBue Citrus Are you setting expectations - and delivering on them? I recently ate an interesting orange that inspired me to write this post. Yes, the image to the left is of an orange, a pink orange ! (Not a pink grapefruit, which we''ve all heard of.) Ever heard of such a thing? I hadn''t. Until I went into the grocery store the other day and saw it in the produce department.
1 to 1
AUGUST 6, 2014
'Focusing on customer centricity could be the glue that finally brings chief marketing officers (CMOs) and chief information officers (CIOs) together, according to recent studies. Marketing and IT functions are often on opposing sides in a company, with CIOs struggling to meet the demands of CMOs who are looking for quick access to information. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
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?
PeopleMetrics
AUGUST 11, 2014
'In an effort to discover the experts within our clients’ companies that truly understand customer experience, we used customer feedback to identify those individuals who consistently deliver an exceptional customer experience. In 2011, we launched our first annual Brand Ambassador Awards to recognize these outstanding individuals. After discovering who the best of the best are, we picked their brains to discover why they are the best of the best.
PeopleMetrics
AUGUST 6, 2014
'TD Bank made me cry today. Picture this: I’m at my desk in an open-office workspace, when a co-worker IMs me a video about TD Bank. I had previously written on switching from TD Bank to an online bank named Simple , so I’m interested, and I click the link. About halfway through, my eyes well up with tears. In addition to handing twenty dollars to everyone who came to specific Canadian locations and depositing the same amount to online banking customers, last week TD transformed thei
PeopleMetrics
AUGUST 14, 2014
'Social media. Like most people in business, you probably fall in one of these camps: absolute adoration or total apathy. But, one day, a customer service disaster could explode and go viral. Why me? Why my company? This one customer service call is going to ruin my brand! I’ve worked so hard to build it the right way, and why, oh, why did this one employee do that one thing?!
CX Journey
AUGUST 22, 2014
'Image courtesy of Ian Muttoo I originally wrote this post as a two - part series for InsideCXM in February 2014. A couple months ago, I wrote a post called The 15 Senses of a Great Customer Experience. The last of the 15 senses that I wrote about was the sixth sense : It doesn''t hurt to be able to perceive those things that are not seen or immediately apparent.
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 Journey
AUGUST 19, 2014
'Image courtesy of infinity and beyond How can a story about a few monkeys challenge the way we think about how and why policies, processes, and cultures are created? When a colleague asks you why you do things a certain way, do you find yourself responding, " I don''t know. We''ve always done it that way ?" Many years ago, I worked for a couple companies where that was the stock answer, and it was so frustrating.
CX Journey
AUGUST 29, 2014
'The famed Capitol Peak Knife Edge Today I''m pleased to present a guest post from Sarah Simon. This post marks another installment in Sarah''s series on lessons from the high country. What the mountain teaches Just minutes out of camp, Jaimee and I are huffing our way in the pitch blackness of early morning (or what non-climbers might refer to as “the middle of the night”) toward our goal: Capitol Peak (14,131 ft / 3,307 m).
CX Journey
AUGUST 14, 2014
'A little less conversation and a little more action makes Elvis - and your customers - happy campers. Yup, Elvis! He''s my latest inspiration. Actually, I''ve been sitting on this one for a while, waiting for the right moment or topic to come up in order to incorporate this Elvis song into a blog post. The song? A Little Less Conversation. Specifically, the chorus goes like this: A little less conversation, a little more action, please All this aggravation ain''t satisfactionin'' me A little mo
PeopleMetrics
AUGUST 4, 2014
'It’s that time of year again! We have the winners of the PeopleMetrics Brand Ambassador Awards. Out of thousands, here are the top three individuals, and one team, recognized by their customers for their excellence in continuously working toward delivering a consistent customer experience. The 2014 Brand Ambassadors: The RHR International Team.
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.
1 to 1
AUGUST 11, 2014
'For a growing number of companies, the effective use of customer data is like winning the lottery. Through proper collection and analysis of Big Data, as well as workable action plans, organizations can literally transform their businesses. Companies like Tesco and AT&T, for instance, have revolutionized their customer experiences by putting data at the center of their business strategies.
1 to 1
AUGUST 6, 2014
'Selling women''s shoes can be as simple as ABC--affordable, beautiful, and comfortable. Hit those three nails on the head and you''re golden. But, if you take your cues from Nine West''s new ad campaign, you may be more apt to belittle and offend your target market instead. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
1 to 1
AUGUST 5, 2014
'1to1 Media''s Tom Hoffman speaks with James Buckley, Senior Vice President and General Manager of Customer Data and Location Intelligence at Pitney Bowes Software, regarding opportunities for using location-based intelligence in retail, healthcare, and other industries. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
1 to 1
AUGUST 18, 2014
'I was 5 years old when our neighbor''s parents drove my friend and me home from school on a fall day in 1978 when we rounded the bend toward my house and saw a giant ball of flames. The town''s volunteer firefighters had already arrived on the scene and were extinguishing the fire that started from the fuel tank defect in my family''s Ford Pinto. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
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.
Expert insights. Personalized for you.
132 
Let's personalize your content