Sat.Apr 16, 2016 - Fri.Apr 22, 2016

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“If you need a video to explain the process, fix the process!” – Lessons from a journey mapping workshop

Heart of the Customer

I had the opportunity to conduct journey mapping with a state agency working to transform the employer’s unemployment experience. The group followed our first rule of journey mapping – always make sure the customer is included in the process – by conducting multiple levels of research, including in-depth interviews with employers who were new to the […].

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Organizational decision-making drives customer loyalty

Customer Bliss

Deloitte recently did a study of 7,000+ companies in 130+ countries called Deloitte Human Capital Trends 2016. You can see the full report and its findings at that link, but one of the more interesting parts is represented in this graph: As Josh Bersin summarizes here on Forbes , the biggest trend in Deloitte’s research is an increasing focus on teams — as opposed to just leaders — for future business growth.

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The Business Case for a Great Employee Experience

CX Journey

Have you put the spotlight on the employee experience at your company? I've written many times about the importance of the employee experience, both on its own with regard to retention and performance and with regard to the impact of the employee experience on the customer experience. Sadly, many companies still aren't focusing on the employee experience.

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Today’s Most Stunningly Useful Marketing Infographics

C3Centricity

It’s been a couple of years since I shared a post on infographics, so I think we’re due for a fun and useful update, no? I have searched the web and come out with the best infographics I can find on marketing. In usual C³Centricity style, I also give you some ideas on how to implement [.]. The post Today’s Most Stunningly Useful Marketing Infographics appeared first on C3Centricity.

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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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How to Build a World-Class Customer Service Team: Recipe for Success

Provide Support

How to Build a World-Class Customer Service Team. Coming together is a beginning. Keeping together is progress. Working together is success — Henry Ford. What are the most important factors contributing to customer service team success? Are there any secret ingredients, tips or strategies world’s leading customer service teams run on? What are the traits top high-performing customer service teams have in common?

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How St. Jude Honors Donors as Assets, With Chief Donor Officer, Martin Hand – CB1

Customer Bliss

Welcome To The First-Ever Episode Of The CCO “Human Duct Tape Show” I decided to name the show ‘Human Duct Tape’ because I feel that’s often the role of the CCO among the executives and strategic planning of a given organization. Silos don’t unite organically. It’s not because executives and decision-makers don’t care about the customer.

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Better Survey Results Program Checklist

Waypoint Group

When beginning a new project, do you ever feel like you don’t know where to begin? There are so many variables to consider, people to include, and mission-critical milestones to map out. Having a handy dandy checklist to make sure you cover all those steps would make your life a whole lot easier. It just so happens we have that very tool ready for those who want better survey results or maybe embarking on customer feedback and voice-of-customer programs for the first time.

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CEO ‘Delight Customer or you’re fired’ | Howard Schultz’s thoughts on Social Media

The DiJulius Group

Delight the Customer or LOSE YOUR JOB In a memo to all his employees, the CEO of Restoration Hardware, Gary Friedman, told his employees, “We need a MASSIVE CHANGE IN OUR CULTURE AND ATTITUDE RIGHT NOW.” Order-cancellation rates at RH Modern have climbed to 17 percent, up from around five percent. “YOU WILL NEVER GET IN […].

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Vigilant Leadership Disables the Snooze Alarm

Kate Nasser

Vigilant leadership not micro management prevents crises through awareness. See warning signs early & engage employees w/ tips fr The People Skills Coach™. The post Vigilant Leadership Disables the Snooze Alarm appeared first on KateNasser.com.

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Top 10 #CX Challenges for 2016

CX Journey

Image courtesy of Juju Insipired What customer experience challenges are you facing this year? Even though 2016 is already a third of the way over, I thought it would be interesting to share some findings about key customer experience challenges that have been identified for this year. Sadly, they are really not much different from what we've heard in recent years.

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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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To Bot or Not: That Is the Question

1 to 1

The Internet has been buzzing ever since Facebook introduced bots for its Messenger Platform last week at its F8 developer conference. These bots marry artificial intelligence with text messaging programs to understand requests and provide answers or execute tasks via messenger. They can provide simple automated subscription content like weather and news updates to customized requests like shipping notifications all by interacting directly with the people who want to get them.

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7 Steps to Dynamic Customer Experience Measurement [Forrester Report]

Qualtrics

Think of a recent experience you had at a store. What were the attributes that contributed to how you felt about that experience, whether positive or negative? Maybe the sales representative went above and beyond to make you feel special. Or maybe you had the opposite experience – you were mistreated and left feeling like your business didn’t matter.

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Changing Direction is Not Lack of Direction | #leadership #career

Kate Nasser

Success depends on agility yet changing direction is often seen as indecisive & lacking goals/direction. Tips to embrace change fr The People Skills Coach™. The post Changing Direction is Not Lack of Direction | #leadership #career appeared first on KateNasser.com.

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How to Measure Customer Emotions

Beyond Philosophy

In this series, professionals describe what numbers govern their happiness. Write your own #MyMetric post here. Some businesses look at the bottom line with customers. Companies that are and will be most successful going forward will optimize something besides margins and profits: The Net Emotional Value. What is the NEV? The Net Emotional Value (NEV) refers to the single number that represents the emotional value you provide to your customers.

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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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How Iceland 'Gets' Frictionless Experiences

1 to 1

Hospitality and travel companies could learn a lot from Iceland in terms of creating a frictionless guest experience. I recently visited Iceland's capital, Reykjavik, for a four-day vacation. Although it was a short trip, it gave me a glimpse into a well-oiled tourism engine that companies should aspire to. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

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Want a Refund on That Gallbladder Surgery?

1 to 1

Until recently, money-back or customer satisfaction guarantees were traditionally associated with retail purchases. But now, at least one healthcare company is jumping into the fray. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

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How Biased Are Your Customers?

Beyond Philosophy

We all have biases. These biases are formed of our experiences in life and create prejudices in favor of, or against, different things. One of the many ways these biases manifest is in our responses to psychometric tools like ability tests, personality questionnaires, and even responses on Net Promoter Score (NPS) inquiries. These differences might be little, but when you group them together over a large set of data, you discover that they add up to some big biases.

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How to Measure Customer Emotions

Beyond Philosophy

In this series, professionals describe what numbers govern their happiness. Write your own #MyMetric post here. Some businesses look at the bottom line with customers. Companies that are and will be most successful going forward will optimize something besides margins and profits: The Net Emotional Value. What is the NEV? The Net Emotional Value (NEV) refers to the single number that represents the emotional value you provide to your customers.

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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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How Biased Are Your Customers?

Beyond Philosophy

We all have biases. These biases are formed of our experiences in life and create prejudices in favor of, or against, different things. One of the many ways these biases manifest is in our responses to psychometric tools like ability tests, personality questionnaires, and even responses on Net Promoter Score (NPS) inquiries. These differences might be little, but when you group them together over a large set of data, you discover that they add up to some big biases.