Beyond Philosophy

JANUARY 18, 2016

Ever blown it with a Customer? Sure. We all have. Mistakes are part of being human, after all. But hopefully, you learned from it, made your sincere apology, and carried on. Here are 8 big mistakes with Customer Experience that we hope brands learned from: “It’s not the pants, it’s your body type” excuse from Lululemon. Remember when the CEO of Lululemon Chip Wilson said the reason that their pants weren’t wearing well was because the pants weren’t made for all women’s bodies—particularly those

Entertainment 109

Entertainment Social Media Start-ups Customer Experience 109

Win the Customer

JANUARY 19, 2016

Gartner research shows that by 2018, 70 percent of business-to-business ecommerce sites will offer customers personalized features, and sites effectively using personalization will outsell competitors by 30 percent. Seventy percent of companies agree that retaining customers is cheaper than acquiring new ones, an Econsultancy report on cross-channel marketing found.

Customer Retention 81

Customer Retention Customer Satisfaction B2B Retail 81

Heart of the Customer

JANUARY 20, 2016

In just the last year we have seen a dramatic increase in journey mapping’s popularity, as more and more organizations realize what an effective tool it can be. But as more and more journey maps are getting made by more and more people, two critical questions arise—who and what to map. These are the first […]. The post So You Want to Make a Journey Map appeared first on Heart of the Customer.

Customer Experience 68

Customer Experience 68

Provide Support

JANUARY 18, 2016

The 10 Commandments of customer service. Today, when customer service is becoming a major differentiator for businesses, it is probably not a blasphemy to call it a new religion – religion for business. If we take on this term, the next step is to adopt some kind of a scripture, a code to live by. Few weeks after Christmas, I was sitting in my chair and thinking that it would be good to remind myself what is really important.

Customer Service 59

Customer Service 59

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

Beyond Philosophy

JANUARY 20, 2016

Customer Loyalty is a gold standard for most businesses. There are numerous ways that you earn (and lose) Customer Loyalty. But one way that anyone can do is one of the most effective ways to create a Customer Experience that keeps them coming back for more. Pivoting is a technique well-known by the Public Relations industry. It means changing the direction of the conversation to get back to your core message.

Customer Loyalty 100

Customer Loyalty Start-ups Customer Experience CX 100

ClearAction

JANUARY 16, 2016

New Wisdom for Voice of the Customer. Voice-of-the-Customer is central to most customer experience strategies. Find out what the customer thinks and increase the number of voices in favor of your brand. The excitement of hearing from the customer is usually high, at least the first couple of rounds. Then trends are established and one of three things usually happens: (a) the trend is in the “safe” zone, so everyone breathes a sigh of relief and goes about their business as usual, (b) the trend i

Voice of the Customer 54

Voice of the Customer VOC Customer Experience Management Customer Feedback 54

Kate Nasser

JANUARY 19, 2016

Super customer service has little room for regret. By then customers are gone. Key service people skills to master from Kate Nasser, The People Skills Coach™. The post Super Customer Service People Skills: Reverse Regret | #custserv appeared first on KateNasser.com.

Customer Service 49

Customer Service Contact Center Customer Satisfaction Customer Loyalty 49

Customer Bliss

JANUARY 19, 2016

Proactive experience reliability & innovation (Competency 4) builds out your “Revenue Erosion Early Warning System.”. It enables leaders to know before customers tell you – if your operation is reliable (or unreliable) at key customer touchpoints. To drive customer asset growth, leaders need to care about and require reliable operational performance in key customer intersection points.

Touchpoint 44

Touchpoint Manufacturing Customer Acquisition Innovation 44

InteractionMetrics

JANUARY 22, 2016

Often, companies don’t sufficiently invest in customer service evaluations because they believe that hiring smart, friendly staff will produce adequate customer service. And yet, many of these same companies claim that customer service is one of their core strengths. But why settle for adequate? If you want to make strides and get a strong ROI on your customer service, you must exceed customers’ expectations.

Customer Service 40

Customer Service Social Media Sales Customer Expectations 40

The DiJulius Group

JANUARY 20, 2016

In case you missed them the 10 most popular eServices of 2015 were the following -I suggest printing them out, reading and sharing them with your management team. 1. Am I a hypocrite when I say you should offer a price match guarantee? A paradigm shift is needed from selling a commodity someone can get […].

Customer Service 40

Customer Service 40

Advertisement

Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Kate Nasser

JANUARY 17, 2016

Egos clash in the workplace or sometimes leave one-way scars. Check this list of ego actions to see which are causing harm. The People Skills Coach™. The post 7 Ego Actions That Stifle Leadership Teamwork & Service | #peopleskills appeared first on KateNasser.com.

Customer Service 51

Customer Service 51

Customer Bliss

JANUARY 21, 2016

Reliability metrics and key performance indicators are the measure of what you did operationally to earn the growth or loss of the customer asset. This measure provides the critical connection between reliability performance and customer asset growth. And this connection gets executives’ attention. Operational Performance Metrics Measure Customer Asset Growth.

Touchpoint 40

Touchpoint Start-ups CX Customer Experience 40

CX Journey

JANUARY 19, 2016

Image courtesy of Critical Todd The old acquisition vs. retention challenge is alive and well! The perils of focusing on customer acquisition and sales over the customer experience and retention can be summed up nicely with this: " As fast as you're bringing customers in the front door, they're running out the back door. " Some refer to it as the leaky bucket syndrome.

Customer Loyalty 42

Customer Loyalty Customer Acquisition Gaming Start-ups 42

1 to 1

JANUARY 19, 2016

The European Union is taking a closer look at how big companies such as Google and Facebook are collecting customer data and whether these practices represent a breach of antitrust rules. While no competition issues have been found in this area, the EU's Commissioner for Competition, Margrethe Vestager, said at the Digital Life Design conference in Munich that the EU will continue to look carefully at the matter.

Customer Service 30

Customer Service Customer Experience 30

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

JANUARY 20, 2016

Has serendipity & chance meetings affected your life/work? Or do we engineer what happens to us? JOIN The People Skills Coach™ Jan. 24th 10amET/7amPT/3pmGMT in #Peopleskills global Twitter chat to share your view and learn others. The post Serendipity & Chance Meetings: JOIN #Peopleskills Chat Jan. 24th appeared first on KateNasser.com.

Engineering 41

Engineering 41

Customer Bliss

JANUARY 21, 2016

Reliability metrics and key performance indicators are the measure of what you did operationally to earn the growth or loss of the customer asset. This measure provides the critical connection between reliability performance and customer asset growth. And this connection gets executives’ attention. Operational Performance Metrics Measure Customer Asset Growth.

Touchpoint 40

Touchpoint Start-ups CX Customer Experience 40

Win the Customer

JANUARY 20, 2016

Want to turn customers into brand ambassadors? Focus on building customer loyalty. There’s a reason why people tend to trust brand ambassadors more than the brand itself: product or service reviews sound more like testimonials rather than direct advertisements. Thus, to surround their brand with influential representatives, many organizations hire endorsers, who would talk about them in a positive light.

Social Media 95

Social Media Customer Loyalty Customer Relationship Customer Service 95

1 to 1

JANUARY 18, 2016

For retailers, strategies for engaging with customers continuously change. Today, at the National Retail Federation's Big Show in New York City, some strategies and trends like enabling mobility, using data to engage in real time, and seamlessly linking the customer experience, remain top of mind for many of the 34,000 attendees. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Omnichannel 30

Omnichannel Retail Customer Experience Customer Loyalty 30

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

Qualtrics

JANUARY 18, 2016

If you think that you can market your product or service to a Millennial the same way that you have marketed it in the past, you are mistaken. Millennials have a very different set of requirements for evaluating potential purchases than their parents and grandparents. If you’re tempted to overlook that fact, consider this: Millennials will spend about $200 billion dollars a year by the year 2017.

Entertainment 35

Entertainment Social Media Sports Sales 35

Customer Bliss

JANUARY 19, 2016

Proactive experience reliability & innovation (Competency 4) builds out your “Revenue Erosion Early Warning System.”. It enables leaders to know before customers tell you – if your operation is reliable (or unreliable) at key customer touchpoints. To drive customer asset growth, leaders need to care about and require reliable operational performance in key customer intersection points.

Touchpoint 40

Touchpoint Manufacturing Customer Acquisition Innovation 40

Win the Customer

JANUARY 18, 2016

Developing our creative potential will strengthen our ability to cope with the daily change that is required for customer experience excellence. Almost any organization can create exceptional customer service experiences. One of the greatest challenges of developing winning customer experiences isn’t always getting results, but taking the initial step of breaking out of the current rut that has created sub-optimal service interactions for customers.

Customer Experience 89

Customer Experience Construction Innovation Customer Relationship Management 89

1 to 1

JANUARY 21, 2016

Last year was a rough year for the ad tech industry. Companies like Rocket Fuel, Turn, PubMatic, Collective, and Centro all cut jobs in 2015 amid a downturn in ad spend. The message was clear: Advertisers and their partners need to do a better job of helping brands reach consumers. Aligning ads with a mobile-first audience and creating a less disruptive experience were some of the solutions industry experts offered up during AdExchanger's annual Industry Preview.

Customer Experience 26

Customer Experience 26

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

Customer Bliss

JANUARY 19, 2016

Proactive experience reliability & innovation (Competency 4) builds out your “Revenue Erosion Early Warning System.”. It enables leaders to know before customers tell you – if your operation is reliable (or unreliable) at key customer touchpoints. To drive customer asset growth, leaders need to care about and require reliable operational performance in key customer intersection points.

Touchpoint 40

Touchpoint Manufacturing Customer Acquisition Innovation 40

1 to 1

JANUARY 20, 2016

Brands are quite familiar with the old 'spend money to make money' adage. But when it comes to content marketing investments, few companies are willing to give in order to get. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

26

26