Callminer
FEBRUARY 22, 2016
Contact centers face the constant challenge of maximizing payments while staying up to date with compliance rules and regulations. Here’s how collection analytics can help.
Beyond Philosophy
FEBRUARY 24, 2016
Changing your culture is never an easy task. Your culture is the way it is because of the way the organization is. So if you are trying to change it, you are going to have challenges—especially if you forget these three essential steps. Incenting the behavior you want to see. Considering the Employee Experience. Remembering your people need your support.
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Customers That Stick
FEBRUARY 25, 2016
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Customer Bliss
FEBRUARY 23, 2016
There has been much talk in recent years about a C-Suite role for head of customer experience, or CCO — Chief Customer Officer. Even B2B brands, which traditionally focuses on sales rather than organic customer growth, are starting to adopt this head of customer experience role in droves. But how does someone become a head of customer experience?
Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
Callminer
FEBRUARY 25, 2016
At a recent event in London, CallMiner CTO, Jeff Gallino, shared advice on how best to achieve ROI from Interaction Analytics. He also shared his insights in an interview with CallCentreHelper. Gallino cited three areas to focus on to realize ROI from Interaction Analytics. Compliance – Mitigating risk by analyzing every interaction. This will allow […].
Beyond Philosophy
FEBRUARY 22, 2016
The internet puts a world of knowledge at our fingertips. So it might surprise you to learn that we actually think we know less if we have access to answers online. At least, that’s the finding of a new study. The study divided participants into two groups, one with internet access and one without, and then asked them a series of 100 questions, like “What is the capital of France?
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Win the Customer
FEBRUARY 26, 2016
Though it may have risen from some horrible business dealings, the Sarbanes-Oxley Act (SOX) did create transparency regulations that have become part of the corporate culture. As a result, business transparency has taken root, spreading its canopy to cover more than just financial reporting. Its newest seed, brand transparency, is linked to revenue, loyalty and company longevity.
Kate Nasser
FEBRUARY 20, 2016
Truly memorable customer experience is not transaction; it is great interaction. The People Skills Coach™ shares memorable exp at Delta Calgary South Hotel and tips to all hotel leaders & reps on doing the same thing! The post Memorable Customer Experience: Far Deeper Than a Smile | #CX appeared first on KateNasser.com.
Beyond Philosophy
FEBRUARY 25, 2016
As many marketing and public relations consultants, academics, economists, and business writers have observed, today we’re living in a reputation economy, where trust and customer experience – even more than product or service features – are coin of the realm, as real as legal tender. Trust is core to reputation; and customer trust can build or demolish organizations.
Customer Bliss
FEBRUARY 22, 2016
We’ve talked before on this blog about the need to be a customer-focused CEO. But since CEOs are often the major decision-maker within an organization, it’s important to understand the decision-making styles of customer-focused CEOs. Because the C-Suite as a whole tends to make dozens (if not hundreds) of decisions in a given week, having an understanding on what specific decision-making styles make for leaders with a stronger customer focus is going to be helpful as you grow your ow
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Heart of the Customer
FEBRUARY 25, 2016
Who cares about journey map design? After all, it’s your data that should be taking center stage in your maps. Who cares if it’s glitzy, as long as it shows your findings? I’ve actually seen posts that make this argument. As if facts and data are all the really matter. But you’ve probably seen what […]. The post Why You Should Care About Journey Map Design appeared first on Heart of the Customer.
CX Journey
FEBRUARY 23, 2016
Image courtesy of Thomson Data LLC Are you a B2B company struggling with customer experience challenges? When I go to customer experience conferences, B2B companies are under-represented, both in attendees and speakers. When clients look for benchmark data, B2B reports are few and far between. Those are just a few examples of why I wanted to revisit a question I posed in a post I wrote two years ago: If you work for a B2B company, is customer experience still an important focus?
C3Centricity
FEBRUARY 23, 2016
A longer post than usual this week, but one that will make you smile, if not laugh out loud! It describes one recent personal example of disinterested client support, from which I have drawn seven learnings for everyone wanting to deliver true customer service. I can’t understand why any organisation would still have trouble offering [.]. The post The 7 Essential Differences Between Simply Responding to Customers and Providing True Customer Service appeared first on C3Centricity.
Customer Bliss
FEBRUARY 25, 2016
Honoring “Customers as Assets” connects volume and value to customer experience ROI and growth. Your goal as CCO is to unite the leadership team in delivering one-company customer experiences and connecting the delivery to business growth. This will require the removal of survey score addiction and a shift in leadership thinking. The pivotal leadership shift occurs when you simplify the “why” behind this work so that leadership can stand behind it and communicate as their own.
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.
Kate Nasser
FEBRUARY 24, 2016
Know-it-alls can frustrate & annoy the most patient person. However, dealing with know-it-alls is something you can easily learn. JOIN The People Skills Coach™ & community for #Peopleskills global Twitter chat Feb. 28 10amET/3pmGMT. The post Dealing With Know-It-Alls: JOIN #Peopleskills Chat Feb. 28th 10amET appeared first on KateNasser.com.
The DiJulius Group
FEBRUARY 25, 2016
I love the reality show, Undercover Boss. Recently, the show was partially filmed in my hometown of Cleveland and it got me thinking. (For those of you not familiar with the show, get with it and watch it!) The show normally disguises a CEO from a company, in this case, it was Sam Dushey, CEO […].
1 to 1
FEBRUARY 23, 2016
A couple of weeks ago, my son was involved in a car accident. Most importantly, no one was hurt but the car suffered extensive damage. Because the accident was caused by a mechanical failure, I've been trying to get a response from the warranty company to determine whether they will cover any of the repair costs. I'm still waiting to hear back, which is pretty pathetic in an age when customers expect to receive prompt support.
Beyond Philosophy
FEBRUARY 21, 2016
In classic psychological terms, trust is considered more a ‘feeder’ of emotion. We typically see emotions (as defined by experts like Paul LeDoux, Sylvan Tompkins, Paul Ekman, and Robert Plutchnik) as including surprise, interest, joy, rage, fear, disgust, shame, and anguish, and also happiness and sadness, or acceptance and anticipation. As regards both b2b and b2c customer-supplier relationships, lack of confidence and belief is driven by insecurity and egotism, and ability to be confident i
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?
ProProfs
FEBRUARY 25, 2016
You can control readers from accessing specific content in your knowledge base using conditional content rules. These rules can be applied to a lot of elements in your knowledge base – from a single sentence all the way up to an entire folder. For instance, you can make a help page in your knowledge base accessible only to readers who understand French, while hiding it from the rest of the world.
CX Journey
FEBRUARY 25, 2016
Image courtesy of norjam8 I originally wrote today's post for Intradiem. It was published on their blog on October 15, 2015. How would your customers rate your omnichannel experience? It's probably time to make that a priority, if it isn't yet. Customer effort is (or should be) a huge area of concern for customer experience professionals; it's major point of contention and frustration for customers.
1 to 1
FEBRUARY 21, 2016
The list of data breaches that affected consumers in 2015 is astonishing. From the 80 million accounts hacked at Anthem to the theft of 21 million records of federal workers, privacy is becoming less secure. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
1 to 1
FEBRUARY 24, 2016
It's all about context. Understanding when and why consumers are interested in a product or service are key insights that companies are only beginning to leverage as a competitive differentiator. At Venture Beat's Marketing.FWD summit, retailers shared their strategies for injecting relevancy into their products and services by tapping into contextual data insights.
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.
1 to 1
FEBRUARY 23, 2016
Physical mail used to hold so much appeal when I was younger. I remember clamoring for every Valpak that passed under my nose just so I could have something tangible to call my own. But, as expected, time changes everything. Now, more than bills and catalogs, I'm bombarded with countless credit card offers that collectively kill more trees than the cash I already use to pay for my purchases (or so it seems).
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