Beyond Philosophy

APRIL 13, 2016

Why do organizations put such little value on loyal customers? Why do we not look at the lifetime value of a customer and see the profit they provide? Why do organizations treat existing customers so poorly? Surely the economics shows us all the error of our ways. We all know it costs less to keep a customer than it does to acquire a new customer. According to the author of The Fusion Marketing Bible Lon Safko, few companies even know how much they spend on marketing for new customers—or the pri

CEM 113

CEM Retail Start-ups Customer Experience 113

PeopleMetrics

APRIL 15, 2016

My wife and I recently had a baby, and as a new parent, my smartphone quick-draw has gotten snappier. You see, things come up while you’re holding a newborn—things that must be Googled, ordered, photographed. And time (as they say) is of the essence. In these past weeks, I’ve been able to confirm my suspicion about a lot of mobile customer experiences.

Customer Experience 88

Customer Experience Social Media Start-ups Customer Feedback 88

ClearAction

APRIL 12, 2016

Saluting 25 Silo-Bridging CMOs Gary Katz. Silos — span them, bust them, mix them or ventilate them. Just don’t ignore them. Marketing silos exist as a wide variety of chasms between organizations, systems, data, channels, metrics, assumptions, and handoffs. We actually need silos to some extent, as discussed in my recent article, 10 Silos Marketing Ops Can Bridge, to allow specialization, empowerment and accountability.

Real Estate 86

Real Estate Start-ups Customer Experience 86

Heart of the Customer

APRIL 13, 2016

We were leading the Action Workshop, finishing a journey mapping project with a client. Whereas they had a very strong overall experience, they were struggling to retain Millennials, a key demographic for them (and for many clients). The journey mapping process led to a clear picture of the pain points for this demographic, and pointed […]. The post Using Journey Mapping to Kill 50 Ideas That Suck appeared first on Heart of the Customer.

Customer Experience 60

Customer Experience 60

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Beyond Philosophy

APRIL 13, 2016

Why do organizations put such little value on loyal customers? Why do we not look at the lifetime value of a customer and see the profit they provide? Why do organizations treat existing customers so poorly? Surely the economics shows us all the error of our ways. We all know it costs less to keep a customer than it does to acquire a new customer. According to the author of The Fusion Marketing Bible Lon Safko, few companies even know how much they spend on marketing for new customers—or the pri

CEM 60

CEM Retail Start-ups Customer Experience 60

Customer Bliss

APRIL 14, 2016

Uber has no doubt been a darling of the investor community and the business school community. It’s virtually synonymous with the idea of disruption at this point, and at the end of 2015, its fundraising was in line with a $62.5 billion valuation. By contrast, Lyft — which is the clearest rival to Uber and the company it’s most compared to — has had very successful valuations, but nothing closer to Uber.

Engineering 56

Engineering Start-ups Customer Experience 56

InteractionMetrics

APRIL 12, 2016

The point of a customer survey is to learn what you don’t know, and gain insight into what’s driving customer satisfaction and dissatisfaction. And while billions of customer surveys are issued each year—typically including open-ended comment fields—most survey programs lack research protocols for listening to and understanding what customers are actually saying in those comments.

Text Analytics 45

Text Analytics Non-Profits Customer Survey Actionable Insights 45

Provide Support

APRIL 13, 2016

How to Build and Maintain Digital Customer Relationships. Improving the overall customer experience is a top business priority for companies and the main driver behind their digital transformation goals for 2016, according to a new Accenture study “ Digital Transformation in the Age of the Customer ”. “Customer experience is now clearly at the heart of digital transformation, and digital is at the center of that customer experience,” said Anatoly Roytman, managing director at Accenture Interacti

Customer Relationship 43

Customer Relationship Social Media Age of the Customer Customer Expectations 43

Customer Bliss

APRIL 12, 2016

It was my pleasure to appear on the MarketingSmarts podcast episode that debuted last Wednesday. You can listen to it here: MarketingSmarts-ep226-Jeanne-Bliss. I was interviewed by the great Kerry O’Shea Gorgone. We talked about several key topics, including: The rise of the chief customer officer. Why every company should strive to implement customer-centric leadership.

Customer Experience 48

Customer Experience Engineering Sales 48

CX Journey

APRIL 15, 2016

Image courtesy of Singleton2302 Do you survey and listen to customers ad nauseum? Are you surveying every customer at every interaction or transaction they have with your company? Do different departments in your company survey the same customers? Do you research a topic (or several topics) to death? Are you tracking what customers are saying about your company on social media and other venues through which they can provide feedback?

VOC 47

VOC Social Media Start-ups Customer Feedback 47

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

Kate Nasser

APRIL 13, 2016

Developing your people smarts can bring you greater success & happiness. JOIN The People Skills Coach™ in #PeopleSkills global Twitter chat to explore how. The post Developing People Smarts: JOIN #PeopleSkills Chat April 17th appeared first on KateNasser.com.

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The DiJulius Group

APRIL 13, 2016

Think about the last time you were running through an airport, headed to the gate to catch a plane. You stopped at the store to grab a magazine, snack and water. The cashier said hello, scanned the items you were purchasing, told you the amount you owed, took your payment, put your items in a […].

Customer Service 40

Customer Service Customer Experience B2B 40

1 to 1

APRIL 12, 2016

I was reading a blog post the other day from Travers Clarke-Walker, CMO at Fiserv - International Group, that got my attention. Clarke-Walker mentioned that Tandem Bank founder Ricky Knox is inviting consumers to become "co-founders" in this U.K. 'challenger' bank and receive a share in the bank and early access to new products in exchange for sharing their feedback on the customer experience.

Retail 32

Retail Voice of the Customer Customer Experience 32

CX Journey

APRIL 12, 2016

Image courtesy of TechGenStaffer I originally wrote today's post for Intradiem. It was published on their blog on November 18, 2015. Are you considering all of your channels when you think about the omnichannel experience? A couple months ago, I wrote about improving the omnichannel experience to reduce customer effort. In my closing statement, I mentioned that I'd write about a channel that you may not think about when you’re making the transition and the transformation from multichannel to omn

Omnichannel 43

Omnichannel Touchpoint Education Start-ups 43

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

Kate Nasser

APRIL 10, 2016

New leaders and managers: You worked hard to get your leader or manager job! Now here are people skills behaviors you must use on day or learn quickly. Tips from The People Skills Coach™. The post New Leaders: Essential People Skills to Use on Day One | #Leadership appeared first on KateNasser.com.

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Beyond Philosophy

APRIL 11, 2016

We have an infographic that demonstrates we are in The Mobile Age. Smartphone users, who love their phones (two billion, with a “b”), use them for two hours a day. This fact could mean that the ONLY Customer Experience (CX) people have with you might be a mobile experience. Organizations today cannot afford to ignore their Mobile User Experience (UX) another usage minute.

Data Entry 113

Data Entry Social Media Retail CX 113

1 to 1

APRIL 13, 2016

Along with "next guest, please" the phrase consumers most likely hear at a store is, "are you part of our loyalty program?" But while most companies have a loyalty program, many still struggle to pull actionable insights from the mountain of loyalty data they've collected. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Actionable Insights 29

Actionable Insights Customer Loyalty Customer Experience 29

Customer Bliss

APRIL 13, 2016

When things go wrong, are you nimble enough to prove “We want you back” to your customers? Can you spring into action, identify the issue, plan a recovery, and quickly implement it? That’s what your customers expect and deserve. The delivery of products and services, and the creation of them is mostly a human activity. And because we are human, we have good days and bad days.

Social Media 57

Social Media Gaming Customer Loyalty Customer Expectations 57

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 11, 2016

Omnichannel is becoming more than a buzzword. Providing seamless experiences across channels and consistency in messaging and engagement is a 'must' for companies. In our connected world, the stakes are high for delivering CX that customers expect and want. Therefore, it's imperative for marketers to take on a greater role in evolving the experiences customers receive when interacting with their brands.

Omnichannel 28

Omnichannel Customer Expectations CX Customer Experience 28

Beyond Philosophy

APRIL 11, 2016

We have an infographic that demonstrates we are in The Mobile Age. Smartphone users, who love their phones (two billion, with a “b”), use them for two hours a day. This fact could mean that the ONLY Customer Experience (CX) people have with you might be a mobile experience. Organizations today cannot afford to ignore their Mobile User Experience (UX) another usage minute.

Data Entry 60

Data Entry Social Media Retail CX 60