Callminer

MARCH 30, 2015

Learn 5 reasons why your call center should be using cross-channel interaction analytics to improve the customer experience. Read more.

Customer Experience 182

Customer Experience 182

Win the Customer

MARCH 28, 2015

'Too many organizations fall short in translating the desire for great customer experience into customer service actions that create them. If more than half of customers would be willing to pay more for a better customer experience, why don’t more organizations get more from customers? Frankly, I believe that most organizations want to deliver better […].

Customer Service 145

Customer Service Customer Experience 145

Beyond Philosophy

MARCH 31, 2015

'Baseball great Yogi Berra has been quoted as saying “When you come to a fork in the road, take it.” He also said “If you don’t know where you are going, you might wind up someplace else.” Both quotes seem to apply to what is currently transpiring with retail branch banking, and where it seems to be trending. Banks can’t quite make up their minds about what branches are supposed to be.

Customer Relationship 124

Customer Relationship Retail Finance Customer Retention 124

ClearAction

APRIL 3, 2015

Why Customer Experience Excellence Requires HR Engagement. People are at the center of providing or receiving customer experiences. And it’s commonly accepted that engaged employees are a prerequisite to high-value, engaged customers. So, it stands to reason that Human Resources (HR) departments have great potential to influence customer experience (CX).

Customer Experience 121

Customer Experience VOE Scorecard Government 121

Speaker: Jason Cottrell

Brands used to look for a vendor who could do everything. Over time, one vendor was no longer enough to meet a brand’s needs, and they added, added and added. Now they need all their vendors to work well together. That’s composable, and only some will make the cut. As customers — and your board — expect you to be in new channels and to rapidly adapt to shifts in the market, the need for true composability is more crucial than ever before.

Technology

PeopleMetrics

APRIL 1, 2015

'Before you implement a Voice of the Customer solution , it''s important to set yourself up for success. Organizational awareness and adoption are necessary for it to take hold. Voice of the Customer software rollout is an exercise in change management—in leading the human side of change. As in any management situation, it helps to have a structured process to achieve your desired outcome.

Customer Experience 109

Customer Experience Voice of the Customer Customer Feedback Customer Experience Management 109

Win the Customer

MARCH 30, 2015

'Successful businesses have learned to master making customers successful. Throughout my career, I’ve watched customers set goals, and then watched as they either reached or fell short of them. When you work as closely with your customers as I have, you can’t help but feel these successes and failures as much as they do. The […].

CRM 143

CRM Technology Technology Customer Service 143

CX Journey

APRIL 2, 2015

'Image courtesy of Hindrik S What are the Six Pillars that Nunwood has dubbed "the DNA of a successful customer experience?" I was recently sent an advance copy of the 2015 Nunwood US Customer Experience Excellence Report. The report focuses on best practices in the US market, investigating which businesses excel, why, and how UK brands can learn from US customer experience leaders.

Customer Experience 75

Customer Experience Customer Expectations Technology Technology 75

PeopleMetrics

APRIL 3, 2015

'In part one, we discussed some of the risks of a failed Voice of the Customer rollout, and we covered four customer experience best practices for managing change. I f you missed the first part, then click here to check it out. If you’ve been-there-done-that, then read on, bold adventurer. 1-4. Best Practices, Revisited. For the sake of clarity (and to refresh your memory), here are the four best practices we covered in part one : Build awareness, and plan communications.

Customer Experience 102

Customer Experience Voice of the Customer Customer Feedback Customer Experience Management 102

Win the Customer

APRIL 2, 2015

'Twitter is an absolute essential for connecting with customers and clients in today’s competitive business environment. According to a 2014 study conducted by the University of Massachusetts Dartmouth, 83 percent of Fortune 500 companies maintain active Twitter accounts. The most successful of these businesses carefully craft tweets capable of building an engaged community.

Customer Experience 139

Customer Experience Technology Technology Customer Service 139

Waypoint Group

MARCH 31, 2015

Focusing on Holistic Customer Success. San Francisco welcomed another stellar group of Customer Success pros last week, thanks to Totango’s CS Summit. While listening to the impressive list of speakers, it was great to hear about the different ways companies are embracing CS and sharing their best practices to help others do the same. Events like these are great for learning but sometimes it can become too easy to only focus on the shiny, new product or support experience, rather than crafting a

B2B 70

B2B Sales Customer Feedback 70

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.

Customer Loyalty

Customer Bliss

APRIL 2, 2015

'Companies that customers love work hard not to lose their personality—not in their products, not in their service, not in anything they do. They become beloved because of how they connect with customers in their lives. They relate personally with customers. And the beloved company’s personality comes through during any interaction with a customer. How would you rate your intent and ability to obsess about the moments of connection – the key interaction points with customers ?

Sales 69

Sales Customer Service 69

ProProfs

APRIL 2, 2015

Educators — from elementary school teachers to corporate trainers — are using the flipped classroom model to enhance their students’ learning experience. But what is exactly is a flipped classroom and how does it work? This post provides a flipped classroom definition and explores how the model can be put into action. Flipped learning definition.

Education 65

Education 65

CX Journey

MARCH 31, 2015

'Confused by some of the employee experience lingo you''re hearing? You''re not alone! A couple weeks ago, I participated in a webinar with Kyle Antcliff of Intradiem. We talked about the employee experience, employee journey mapping, and solutions that drive or impact workforce efficiency. During the presentation, a lot of employee experience terms were used, and I attempted to clarify with some definitions.

Outlook 64

Outlook Business Operations Innovation 64

The DiJulius Group

MARCH 31, 2015

'Social Service Media – Last week I spoke at the Social Media Marketing World conference, where well over 2,000 people attended to learn more about how Social Media is evolving and having an impact on all businesses like nothing ever has before. Social Media is still in diapers and it is already an old paradigm. It […].

Social Media 45

Social Media Customer Service 45

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1 to 1

APRIL 1, 2015

'Mobile devices are quickly evolving beyond smartphones and tablets into smartwatches, fitness trackers, and more but marketers are still struggling with the same issue: delivering compelling content on mobile devices. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

52

52

ProProfs

MARCH 30, 2015

'With ProProfs, you can easily create and sell your flashcards online and earn money. Flashcards (question and answer cards) are effective memory-aid tools that help learners learn and memorize new materials quickly. Scientific research proves that flashcards help you to study up to 7 times faster. You can now easily create unlimited flashcards and sell them at our online store to a large learner base who can make good use of it.

Start-ups 49

Start-ups Sales 49

ProProfs

APRIL 2, 2015

Everyone wants to learn, but not everyone can afford the high costs of going to college or university. That is where virtual classrooms come into play! What is a virtual classroom? In the broadest sense, it’s a place where students can communicate with each other, watch instructional and educational videos, share their notes on subjects and take tests to assess their intelligence and skill levels.

Education 40

Education Business Management 40

ProProfs

APRIL 2, 2015

You’ve read about virtual (or online) classrooms, but now you’re wondering which ones to use? There are so many to choose from! Do you go for an expensive one, or a free one? Professional, or fun? Well don’t fret, this article will help you with the information you seek. After all, it was your quest for knowledge that brought you to this article!

Start-ups 40

Start-ups 40

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

1 to 1

MARCH 31, 2015

'In recent years, consumers have become increasingly comfortable with expressing praise and concern via social media. Thus, as external behaviors evolve, so must internal service strategies. Within the hospitality industry, Best Western and its properties have seen an uptick in occupancy rates that can be directly correlated to their social engagement efforts.

Social Media 43

Social Media Hospitality Hospitality Customer Service 43

1 to 1

APRIL 3, 2015

'We have all experienced it--a bad customer experience. Websites like Consumerist.com describe in empathy-inducing detail the "turmoil" that consumers experience, whether it be a customer having tape-recorded proof of a promise of service but the company stating they made no such promise or a company cancelling thousands of reward accounts due to insufficient proof of age, despite the inability of the customer to insert the required information.

Customer Experience 40

Customer Experience Customer Loyalty CX Customer Service 40

1 to 1

MARCH 30, 2015

'Customer experience is on everyone''s minds these days. From small businesses to enterprise organizations, engaging with the customer in personalized ways across all touchpoints in an organization has become paramount. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

CRM 35

CRM Touchpoint Customer Loyalty Customer Service 35

ProProfs

APRIL 2, 2015

The flipped classroom craze has become so widespread that flipped learning is now standard in many classrooms around the country. Aside from being an innovative way to use new technologies, the flipped classroom model is popular because students and teachers like it, and because it works. The research that has been done so far has shown that flipped classroom learning is more effective and more engaging than traditional lectures.

Education 45

Education Innovation Technology Technology 45

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

ProProfs

APRIL 2, 2015

With the invention and implementation of the internet, more and more companies are going digital. So why not schools, colleges and universities? An online system would have the same structure as a school, with each student needing to log in –with, or without facial recognition- before they can start. Textbooks get printed from a computer don’t they?

Start-ups 40

Start-ups 40