Beyond Philosophy
AUGUST 25, 2015
Performance reviews are part of most employer/employee relationships. However, recent developments show that improving employee experience involves finding new ways to give employees feedback to improve motivation and success. Annual reviews are likely to get a resigned sigh out of most managers. After a less than insightful review, most employees might sigh as well.
Uniphore
AUGUST 26, 2015
It’s been a few decades since business started being a “thing”. Modern life is challenging us to have a full social, family, personal and healthy life while fulfilling ourselves professionally. People do everything they can to multitask, including online shopping from the bathroom , reports the Washington Post. Read More.
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PeopleMetrics
AUGUST 27, 2015
Selling in the business-to-business (B2B) space is complicated. In fact, if you watch a B2B sales manager for any length of time, there’s a 97.4% chance s/he’ll stare longingly out the window, sigh, and dream about selling in a retail setting. OK, I made up that statistic. (But I’m 97.4% sure it’s true.). A B2B sales manager’s job is essentially to coax a prospect into buying a problem-solving machine.
Kerry Bodine
AUGUST 24, 2015
In order to transform your customer experience, you need to change employee behavior. But how can you encourage the right types of behavior? Two awards will help. The Above & Beyond Award: When a customer contacts your company with a problem, you want employees to fix it as quickly as possible. Depending on the nature of the problem, that might mean doing tasks that aren’t in their official job descriptions, staying overtime, or going on what feels like an organizational scavenger hunt.
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Heart of the Customer
AUGUST 27, 2015
Here’s a Q&A I did recently with Recruiting Social, who asked me to talk about using CX in the hiring process to improve candidate experience. Why should the candidate experience matter to employers? If the goal is to get the best talent, yet you make people go through really hard and opaque application and recruitment […]. The post Using Customer Experience-Savvy to Improve Your Candidate Experience appeared first on Heart of the Customer.
C3Centricity
AUGUST 23, 2015
Posts which include quotes are amongst the most shared on social media. Everyone seems to love them. This is because they are short, simple and often inspiring. They also usually fit conveniently into the 140 word limit of Twitter posts. C³Centricity is no exception; our marketing quote posts are always the most popular, year after year. [.]. The post How to Use Marketing Quotes to Inspire and Catalyse Action appeared first on C3Centricity.
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Provide Support
AUGUST 24, 2015
According to the 80/20 rule (the Pareto Principle), 80% of business comes from 20% of customers – in other words, a small group of your customers are generating the bulk of your revenue. That’s why acknowledging, respecting and rewarding these 20% is imperative. After all, loyal customers are the biggest assets of any business. In fact, customer loyalty is the key determinant of an organization’s success, yet many companies still keep focusing more on sales and customer acquisition.
Kate Nasser
AUGUST 23, 2015
Do you see employee morale & huge business success as either/or choice e.g. Amazon? Actually they're essential partners. Tips fr The People Skills Coach™. The post Huge Business Success & Employee Morale: Opposites or Essential Partners? appeared first on KateNasser.com.
Customer Bliss
AUGUST 25, 2015
When you deliver a reliable experience, you earn the right to your customers’ story through word of mouth. And your customers will come back because they want to have your experience again. There are three repeated customer experience points that customers talk about through social media. When the three are delivered consistently, they earn you the right to new customer growth without the acquisition cost, plus organic growth from your existing customers.
CX Journey
AUGUST 28, 2015
Image courtesy of myfrozenlife Think about the things that you're doing to transform your organization and your customer experience. Are you doing busy work? Or are you doing real work? Today's post is inspired by this quote from Thomas Edison: Being busy does not always mean real work. The object of all work is production or accomplishment and to either of these ends there must be forethought, system, planning, intelligence, and honest purpose, as well as perspiration.
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.
Kerry Bodine
AUGUST 26, 2015
Smartwatch apps don’t have to mirror the functionality of their phone and tablet counterparts to be useful. In fact, apps that try to do it all on a miniscule device with limited input mechanisms end up cluttered, frustrating, and forgotten. Unfortunately for brands, user expectations don’t automatically align with device constraints. When we partnered with AnswerLab to study how people use (and want to use) smartwatches, we diagnosed a serious case of app apathy.
Kate Nasser
AUGUST 26, 2015
JOIN people skills community SUN. Aug. 30th in #Peopleskills global Twitter chat to explore happiness in life and work. Host: The People Skills Coach™. The post Explore Happiness: JOIN #Peopleskills Chat Aug. 30th 10amET appeared first on KateNasser.com.
Customer Bliss
AUGUST 27, 2015
“Customer Culture” is talked about by many leaders but misunderstood by most organizations. That is because it is spoken of as a concept, rather than attached to the deliberate behavior and consideration of customers’ lives. The role of the Chief Customer is to work with leaders to unite behavior and provide proof to the organization that the leadership team is committed to driving growth by improving customers’ lives.
C3Centricity
AUGUST 23, 2015
Posts which include quotes are amongst the most shared on social media. Everyone seems to love them. This is because they are short, simple and often inspiring. They also usually fit conveniently into the 140 word limit of Twitter posts. C³Centricity is no exception; our marketing quote posts are always the most popular, year after year. In fact it has become something of a tradition to share a post of the recent and most inspiring marketing quotes during the Summer and Winter vacation breaks.
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.
ProProfs
AUGUST 26, 2015
Earlier this year, ProProfs acquired HelpIQ , a knowledge base software that enables users to create web-based FAQ’s, help, support docs and more. With HelpIQ, ProProfs recognized the opportunity to expand its ProProfs Knowledge Base features and benefits. When faced with the opportunity to acquire HelpIQ, we carefully evaluated whether we could bring value to both our own customers and the people who were already using HelpIQ.
The DiJulius Group
AUGUST 26, 2015
TLC started a Patient Service Revolution – I always tell people that while the Secret Service Summit has the best speakers on Customer Xperience in the world, you will learn the most from the other companies and attendees in the audience. Everyone in attendance gets it, loves it, and lives it. They are the true […].
1 to 1
AUGUST 27, 2015
Imagine getting a job offer based on your online search activity or the content you've posted on social media. On one hand it's creepy, but just as marketers are using data analytics to deliver relevant content to consumers, similar tactics are being used to find qualified job candidates. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
C3Centricity
AUGUST 23, 2015
Posts which include quotes are amongst the most shared on social media. Everyone seems to love them. This is because they are short, simple and often inspiring. They also usually fit conveniently into the 140 word limit of Twitter posts. C³Centricity is no exception; our marketing quote posts are always the most popular, year after year. In fact it has become something of a tradition to share a post of the recent and most inspiring marketing quotes during the Summer and Winter vacation breaks.
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?
CX Journey
AUGUST 25, 2015
Image courtesy of ~db~ Today's post is a modified version of a post I originally published on Touchpoint Dashboard's blog on March 19, 2015. In a post from earlier this month , I wrote about the most-basic and most-important rule of customer journey mapping: maps must be created from the customer viewpoint. This is a must; otherwise we perpetuate inside-out thinking that is anything but customer-centric.
Beyond Philosophy
AUGUST 27, 2015
Ryanair has an airline that’s giving it a run for its money—on being the worst airline ever! Uzbekistan Airways announced they would weigh its passengers pre-flight to determine the average weight of passengers and their carry-on luggage. They claim it is to aid the International Air Transport Association (IATA) in research for flight safety. I say that is complete rubbish and this new weigh in is just an excuse.
1 to 1
AUGUST 25, 2015
A couple of weeks ago, I wrote about "The Rise of the Customer-Centric CIO" and the role that IT leaders are playing in helping organizations to differentiate the customer experience. In many organizations, the role of the CIO has evolved in recent years from reactive order taker to proactive business partner in helping business leaders to recognize and act on opportunities to leverage technology, people, and processes in new ways, thanks to their unique view of various functions and business un
Win the Customer
AUGUST 25, 2015
According to the American Express Global Customer Service Barometer, customers are twice as likely to share bad customer service experiences than positive ones. Unfortunately a bad review can take hard work to reverse. Parature’s infographic shows it takes 12 positive customer service experience to make up for one negative one. Businesses can stay ahead of […].
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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
AUGUST 25, 2015
Pepsi and Coca-Cola are notorious for their polarizing effect on the general public, as consumers typically love one and despise the other. However, this summer, both brands moved beyond the taste bud battle, instead competing for fans through promotions designed to enhance perception and loyalty. By embracing the fun-loving spirit of the season, both brands aimed to increase engagement during the time when consumers were most likely to seek cold refreshments.
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