Beyond Philosophy
JANUARY 12, 2015
'There are many philosophies out there. The thing about philosophy is that it doesn’t always have much real-world application behind it. Anyone can claim a philosophy but can they make it work in the real world? I dedicate my career to helping organizations take their current Customer Experience to the next level, or Beyond the Philosophy of it and into the “real world.”.
Customers That Stick
JANUARY 12, 2015
'Today we are releasing our new guide to customer service and customer experience higher education programs. The Customers That Stick TM Guide to Customer Service Certificate and Degree Programs is designed to help shine a light on the growing importance of our field and to help generate interest in those higher learning institutions that are at the forefront of customer service and customer experience education.
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Win the Customer
JANUARY 13, 2015
'One of the most important parts of selling to new customers or keeping existing customers is to build trust and build customer relationships. If you’ve got a strong customer relationship, you can sell at higher prices and get bigger sales opportunities than if you don’t have such a deep relationship. If your customer experience is […].
PeopleMetrics
JANUARY 12, 2015
'Every blank page in our shiny new calendars promises untapped opportunity, achievement, results, CX awesomeness. We have 12 months to kick butt with our customer-centric goals. To become NPS Olympians. To gear up, plan our journey, and climb to the summit. Sure, we CX professionals are a hopeful bunch. But, as they say, hope is not a strategy. So, we thought we would share our practical guide to reaching our goals.
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Beyond Philosophy
JANUARY 16, 2015
'The end of 2014 was really busy. My wife just had a fairly serious surgery (she’s doing great, but recovery takes time), and I am launching a eBook. So of course it should be evident this was the ideal time to redesign the user interface on my company’s website ! If you have ever suffered through this process, then you know that having this many balls in the air and taking on a website redesign is bordering on mad.
ClearAction
JANUARY 11, 2015
Metrics for Customer Experience Management. Metrics selection may be your most important decision for customer experience success. Metrics drive thinking and doing, because they communicate to executives and employees what matters most to the company, what will be visible to peers and the chain of command, and what will be rewarded. The gravity of upside and downside to customer experience metrics selection cannot be overstated.
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
JANUARY 14, 2015
'In the romantic view of creativity, the artist waits. Then in a flash of inspiration, the artist suddenly receives a fully formed idea. All the artist has to do is bring it to life. In a more realistic view, as regular artists and creative types can tell you, you have to get to work to be productive. Creating a body of work is not about waiting for a lighting strike.
Beyond Philosophy
JANUARY 12, 2015
'Over the past thirty years, most customer-related research has focused almost entirely on the cognitive, rational, and functional elements of decision-making. Why? Well, researchers are logical, and the cognitive and rational certainly looks logical – – and emotions, or emotional context, is challenging to measure. For years, especially in qualitative research, professionals endeavored to get at “feelings” involved when making a brand choice and/or a purchase decision; but that di
Customers That Stick
JANUARY 15, 2015
'We introduced our Faces of Customer Experience series in April 2014, and we’ve had the privilege of meeting and sharing the stories of a number of wonderful customer-facing professionals. Their histories and influences, such as mentors, Italian restaurants and books have something to teach us all. So let us reintroduce you to our Faces from 2014.
Heart of the Customer
JANUARY 15, 2015
'Is it your Net Promoter Score (NPS)? Customers who say they’re likely to purchase again? Some other survey metric? Or is it something else. If you spend as much time reading customer experience (CX) reports as I do, you might pick up on a theme. Many of us actually believe that if a customer says they’ll purchase more from us, then they actually will.
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.
Customer Bliss
JANUARY 15, 2015
'Most companies jump in to the CX work without evaluating how the organization works together, whether the CEO is truly committed and if the patience exists for the long road ahead. Here are the eight key issues that usually get in the way of making progress in your focus on customers inside your organization. See if you recognize any of them in your organization. 1.
PeopleMetrics
JANUARY 12, 2015
'In 2015, we’re improving the look and feel of our Voice of the Customer platform. The upcoming update is based on user feedback, and it’s a major step forward in our ongoing development to improve our user experience (UX). In this blog post, we’ll cover two key areas: the Dashboard and Real-Time Reports. Each will see UX changes when the new update launches the week of January 12th.
CX Journey
JANUARY 16, 2015
'Image courtesy of Carli Jean Are you delivering a great customer experience - or are you just relying on advertising to create awareness and sell your products? On the eve (sorta) of the biggest day of the year for the advertising industry (OK, for commercials. we love to watch the Super Bowl commercials), I thought I''d share some thoughts on the common disconnect between advertising and the customer experience.
ProProfs
JANUARY 11, 2015
'Exciting news, course creators! With ProProfs, you can easily add large number of learners to your training courses by importing contacts from Gmail, Google Apps Email, Outlook or even Excel. The feature helps save a lot of time and is a great option for course creators to quickly add new users to their courses. Here’s how it benefits you: Save time by bulk uploading a large set of learners in one go.
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.
Customer Bliss
JANUARY 13, 2015
'Begin building credibility by getting specific and operationally relevant about the customer experiences you will be enabling and building. Engage as early as possible the operational leaders and matrix organizations who you will be working with. Define the level of collaboration required to be successful. Challenge each other about how realistic it will be to move from silo based approaches to united approaches.
The DiJulius Group
JANUARY 13, 2015
'Customer loyalty is your organizations strongest asset. 2015 has to be about how you are going to make your Customer Experience your distinct competitive advantage. Before you can move forward creating a strategy, your leadership team needs to give your Company’s Customer Experience a checkup to recognize your strengths and weaknesses. The Six Components […].
CX Journey
JANUARY 13, 2015
'Image courtesy of mattlogelin I originally wrote today''s post for Confirmit in August 2014. There is an old saying: "You can''t really understand another person''s experience until you''ve walked a mile in his shoes.” This statement is really the foundation for designing a great customer experience! There is no customer-driven transformation (and it must be customer-driven) without really understanding your customers and what they go through when interacting with your organization.
Waypoint Group
JANUARY 14, 2015
In the customer feedback world we’re often tempted to use average scores to present our feedback (survey) results. I constantly hear things like, “Our average score has moved from 8.25 to 8.31 — we are improving!” Or, “Our average score for tech support is 6.72 but for product usability it’s 5.89, so clearly ease-of-use is something we need to focus on in order to drive customer retention.” There are significant problems with these statements, many of
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?
Customer Bliss
JANUARY 14, 2015
'Most companies jump in to the CX work without evaluating how the organization works together, whether the CEO is truly committed and if the patience exists for the long road ahead. Here are the eight key issues that usually get in the way of making progress in your focus on customers inside your organization. See if you recognize any of them in your organization. 1.
1 to 1
JANUARY 13, 2015
'Engagement and experience have always walked hand-in-hand. But, as technology progresses, this symbiotic relationship holds more importance than ever before. Thus, big brands have jumped at the opportunity to incorporate augmented reality (AR) applications to engage consumers in new ways at every stage of the customer journey. Such technologies allow companies to expand upon the traditional experience, bringing added value to the average consumer.
Beyond Philosophy
JANUARY 14, 2015
'“You’ll Have To Call Customer Service”. As a customer, hearing this is, at minimum, a letdown. As a customer experience consultant, hearing this represents an experience failure. Organizations may try to whitewash it away by describing it as “something we’re working on” or “a service irregularity” or “service exception,” but it is simply, a fail.
ClearAction
JANUARY 14, 2015
State of Business-to-Business Customer Experience Management. How relevant are the trendiest customer experience management (CXM) practices in business-to-business (B2B) companies? After all, B2B account teams are usually quite involved with clients throughout a long sales cycle, interacting with various influencers of the buying decision and almost "living" the customer journey alongside their clients.
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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
1 to 1
JANUARY 13, 2015
'Ongoing changes in consumer shopping behavior continue to place pressure on retailers. For instance, while retailers saw a projected 4.1 percent lift in holiday spending by consumers, U.S. retail store sales fell 8 percent during the 2014 holiday season, according to respective reports by the National Retail Federation and RetailNext. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
1 to 1
JANUARY 12, 2015
'With the holiday shopping season behind us, retailers have planned a tidal wave of store closings for 2015. Among the closings are Macy''s, JCPenney, Guess, Radio Shack, as well as teen apparel stores Delia''s, Aeropostale, Wet Seal, and Abercrombie & Fitch. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
1 to 1
JANUARY 14, 2015
'Dressing rooms are an important, but often neglected part of the customer journey. Shoppers frequently make their purchase decisions in poorly lit rooms, sometimes without a mirror. And if they need another clothing size, they have to flag down a sales associate. But like other areas in retail, dressing rooms are getting a makeover. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
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