Beyond Philosophy
JUNE 20, 2016
There are 2 killers of corporate life – speed and politics. Let me give you some background. Before setting up Beyond Philosophy I spent most of my career working in large corporate companies, climbing the ladder of success. I reached the exalted heights of SVP leading a team of 3,500 people globally before I left to start Beyond Philosophy, a customer experience consultancy, back in 2002.
Win the Customer
JUNE 23, 2016
One of the big challenges for brands using social media for customer service —and also making an effort to proactively reach out to customers with live chat and chatbots on their website—is striking a balance between customer service automation and real human connections. If you’ve ever taken a science class, you’ve probably heard of the triple-beam balance.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Heart of the Customer
JUNE 23, 2016
Imagine your customer’s interaction with you as a story. It has a beginning—when your customer first contacts your company—and an ending—when their interaction with you is completed. It has a hero—your customer. And it might even have an antagonist—the problem your customer has come to you to solve. But the first question is, does your […]. The post Make Your Customer the Hero of Your Story appeared first on Heart of the Customer.
Customer Bliss
JUNE 23, 2016
I talk often about customer experience , but recently I’ve heard from some followers that they’d like a bit more on customer retention. The first thing to understand about customer retention is that obviously it comes straight from customer experience. In short, if the customer experience is good, the customer retention is there. Also there: referral.
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.
Beyond Philosophy
JUNE 22, 2016
On Thursday, June 23rd, the UK vote on whether to stay in the European Union or to exit. The vote referred to as the ‘Brexit’ gives us another excellent example of how emotions affect people’s behavior. Propeller TV’s “ Brexit: Leave EU or Not? ” gives us a glimpse of what people on the streets of London think about the Brexit: The Brexit is about Loss Aversion.
ClearAction
JUNE 18, 2016
Understanding Business-to-Business Purchase Decisions for Customer Experience Management Lynn Hunsaker. Does your business-to-business (B2B) customer survey portfolio monitor expectations of everyone who impacts buying decisions? If not, representative samples at the account level may not be representative at all when it comes to what really drives decisions to buy and re-buy from you.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Customer Bliss
JUNE 21, 2016
Episode Overview. In this, the 10th episode of the Human Duct Tape Show podcast (we made double digits!), I talk with Nick Frunzi. Nick is the CCO of Esri, which is the world’s second-largest privately-held technology company. This creates a new set of challenges for the CCO role — in publicly-held and traded companies, many executive decision-making concepts are beholden to share price and investor relationships.
Provide Support
JUNE 23, 2016
How to Build a World-Class Customer Service Team. It’s undoubtedly true that basing your business around customer service always pays off. These days, we’ve been witnessing many amazing stories of companies that made customer service a key pillar of their business and eventually the face of their brand. Have you ever asked yourself if your team can learn from these successful professionals, and what you can do to delight your customers just as well?
Kate Nasser
JUNE 22, 2016
Trust is a powerful force. What are the trust builders & trust busters? Share your view in People Skills Twitter chat June 26, 10amEDT/2pmGMT. Host: The People Skills Coach™. The post Trust Builders & Busters: JOIN #PeopleSkills Chat June 26 appeared first on KateNasser.com.
CX Journey
JUNE 23, 2016
Image courtesy of wallstreetinvestinggroup I originally wrote today's post for Intradiem. It appeared on their blog on January 25, 2016. Have you been able to prove the ROI of focusing on the customer experience to your executives? When you're trying to get executive commitment for your employee and customer experience improvement initiatives, what's the first question they ask?
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.
Customer Service Training
JUNE 22, 2016
Tips on Taking Notes on a Flipchart during Training Sessions
Qualtrics
JUNE 23, 2016
“If you ain’t first, you’re last” – Ricky Bobby, Talladega Nights. In Hollywood, the sentiment that there’s no merit to a second-place finish is one that’s often touted by flawed, self-absorbed characters, many of whom end up learning that coming in first isn’t the only thing that matters. But truth be told, the world of customer service is trending toward a “winner takes all” reality.
Kate Nasser
JUNE 21, 2016
A sincere apology rebuilds trust w/ others. Ironically, it also builds trust in yourself. Do you or someone you know have trouble apologizing? Here's some inspiration for leaders, team members, technical professionals, & customer service reps. The post The Apology – Perfect Chance to Build Trust in Yourself! | #PeopleSkills appeared first on KateNasser.com.
CX Journey
JUNE 21, 2016
Image courtesy of SydesJokes Is your company a lean company? Should it be? The concept of lean management came up a few times in the last week or two; that kind of coincidence always inspire me to write about the topic at hand. So I set out to learn a bit more about it. I knew, conceptually, what it was, but digging deeper makes me think that every customer-centric organization ought to be lean.
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.
1 to 1
JUNE 21, 2016
Last week was the 8th grade formal for my daughter Caroline's class. Leading up to the dance, her friends informed her that a certain boy was planning to invite her. You know how these types of things can play out in Middle School. Anyway, with just a week to go before the big event and growing restless, Caroline, who tends to be a bit shy, decided to break out of her own comfort zone and ask the boy to the dance using a creative poster board she planned to present to him on the school bus.
Kate Nasser
JUNE 19, 2016
Share your energy vs nerves for great collaborative people skills in business. Latest tips from Kate Nasser, The People Skills Coach™. | Teamwork, Employee Engagement, Leadership, Collaboration. The post Collaborative #PeopleSkills: Share Your Energy Not Your Nerves appeared first on KateNasser.com.
1 to 1
JUNE 23, 2016
What does Bridgestone have in common with Nordstrom and Starbucks? On the surface not much, but Bridgestone aspires to match the high level of customer service that companies like Nordstrom and Starbucks are known for. Yesterday, Bridgestone laid out its strategy for overhauling its customer experience by 2020. . There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
1 to 1
JUNE 19, 2016
It brings me great pleasure to announce the call for entries for our annual Customer Champions Awards is open. Every year for the past 12 years, 1to1 Media has honored individuals at companies who go above and beyond for customers and employees. Our annual awards program strives to give customer-minded leaders praise and distinction by highlighting their accomplishments and celebrating their wins. .
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?
Expert insights. Personalized for you.
113 
Let's personalize your content