Callminer

AUGUST 18, 2016

Collections contact centers and accounts receivable management (ARM) firms face a constant challenge: balancing the need to maximize payments.

Contact Center 182

Contact Center 182

Customers That Stick

AUGUST 15, 2016

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Customer Expectations 127

Customer Expectations Customer Service 127

Beyond Philosophy

AUGUST 15, 2016

Who in marketing doesn’t like a promotion? Promotions produce profit. They are designed to give customers an improved experience, even if it is only “while supplies last.” They get customer’s attention. They keep your brand in their mind and influence their buying decisions. Summer is a popular time for seasonal promotions. But what makes a successful seasonal promotion and how can you incorporate your Customer Experience goals into them?

Customer Loyalty 112

Customer Loyalty Customer Experience Customer Service Customer Expectations 112

ClearAction

AUGUST 16, 2016

Strategic Customer Experience Action on Voice of Customer Lynn Hunsaker. Strategic customer experience results require a strategic approach in the way we collect data and in the way we take action on it. Of all the strategies within a company, what has the potential to be more far-reaching and impactful than how we understand our funders (customers) and how we cater to their propensity to continue funding us?

CXM 67

CXM Customer Experience VOC Sports 67

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Callminer

AUGUST 16, 2016

By embracing and deploying customer engagement analytics, companies can overcome the shortcomings inherent to relying exclusively on surveys.

Customer Satisfaction 182

Customer Satisfaction 182

Customers That Stick

AUGUST 18, 2016

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Customer Service 92

Customer Service 92

Heart of the Customer

AUGUST 15, 2016

Serving consumers is different than serving businesses.  It’s not harder or easier – just different.  I’ve seen real challenges in the past when leaders move from B2B to B2C (or vice-versa). Here are four steps to help you get started creating a better B2C customer experience. 1. Know your customer experience (CX) goal. I was […]. The post Four steps to build an improved B2C customer experience appeared first on Heart of the Customer.

B2C 60

B2C Customer Experience B2B CX 60

Customer Bliss

AUGUST 18, 2016

I had the pleasure of being on The Marketing Book Podcast a few weeks back ; a great book review show produced by Douglas Burdett of Artillery Marketing out of Norfolk, Virginia. (be sure to check out his podcast!). In this interview, we mostly walked through Chief Customer Officer 2.0 , although we touch on some of my other books. Here’s the take from the host: Think about it.

Social Media 0

Social Media 0

Provide Support

AUGUST 18, 2016

Should Everyone Do Customer Service. No one is so high up in the organization that they are above waiting on customers — Jack Mitchell, “Hug Your Customers” There’s a great deal of talk today about the importance of customer service as a key competitive differentiator. More and more businesses are coming to the point of view that customer service is not a department within an organization, but rather an attitude, a philosophy and the mission of the entire company.

Customer Service 45

Customer Service 45

Beyond Philosophy

AUGUST 16, 2016

Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. Think back, if you will, to your favorite childhood nursery rhymes and you’ll no doubt recall the lesson learned from the Little Red Hen. She and her brood of chicks planted and cultivated the corn, harvested it, made it into batter and baked it into delicious bread. Suddenly, the other farmyard animals — who had stood around refusing to help while she and the chicks did all the work – also wanted to enjoy some of th

Customer Experience Management 60

Customer Experience Management Customer Experience Government CRM 60

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

CX Journey

AUGUST 16, 2016

Image courtesy of 12:51_photography Are your company executives lean leaders? Last month, I wrote about the concept of lean management and what that means not only for your company but also for your customers. If company leadership wants to transform the culture of the organization and become a lean company, they've first got to understand what comprises lean leadership.

Scorecard 47

Scorecard Touchpoint Innovation Customer Experience 47

Customer Bliss

AUGUST 16, 2016

Episode Overview. Continuing to explore customer experience leadership in many different sectors of business, my podcast today is with Dave Nelson, the Chief Customer Officer at Armstrong Relocation & Companies, a very large family-owned business that provides moving and relocation services as the agency for a national moving company brand. In our conversation, Dave and I discussed how he leads customer experience in a family-owned business, and as an agency to a larger corporate entity.

Customer Experience 44

Customer Experience Sales Government Start-ups 44

InteractionMetrics

AUGUST 18, 2016

It was the typical noon-time rush at my local Starbucks—certainly not my favorite time to stop, but I was hungry and needed a snack. I ordered a drink and a bagel, and moved out of line to wait. My drink came out quickly, but five minutes later there was still no bagel. I caught the […].

Customer Retention 40

Customer Retention Customer Satisfaction Customer Loyalty Customer Service 40

Waypoint Group

AUGUST 17, 2016

It’s no secret that B2B customer marketing works best when you have a formalized plan to help manage your word-of-mouth for growth. So it wasn’t all too surprising to us when our latest research demonstrated just that: Specifically, successful advocate marketers, who we have labeled “Achievers” in the report, are much more likely to have invested in referral and reviews programs.

B2B 40

B2B 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

Kate Nasser

AUGUST 17, 2016

JOIN us in #PeopleSkills global Twitter chat 10amET to discuss responding well to verbal attacks at work and at home. Are you ready or do these insults take you by surprise? Host: Kate Nasser, The People Skills Coach™ and insightful global community. The post Responding to Verbal Attacks: JOIN People Skills Chat Aug. 21 appeared first on KateNasser.com.

40

40

The DiJulius Group

AUGUST 17, 2016

The RBF Syndrome RBF Poster Girl Anna Kendrick For those who may not be aware, RBF is a face that, when at ease, is perceived as angry, irritated or simply … expressionless. It is popularly known as RBF (resting b h face). It is commonly caused when a person makes a face, unaware, when thinking hard […].

Customer Service 40

Customer Service Customer Experience 40

CX Journey

AUGUST 18, 2016

Image courtesy of Unsplash Today I'm pleased to share a guest post by Stamos Kanellakis. In the late 20th century, marketers began to make products and services available through digital channels. Today, product portfolios have morphed into feature-rich apps. Customer expectations, swayed by the latest digital innovations, have put stress on traditional models and have prompted companies to transform their businesses to deliver better customer experiences.

Touchpoint 41

Touchpoint E-commerce Innovation Manufacturing 41

1 to 1

AUGUST 17, 2016

It's unquestionable that for most businesses, customer reviews have become a critical part of customer engagement. In addition to the traditional aspects of running a business, business owners are increasingly paying attention to what's being said about them online. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Customer Service 35

Customer Service 35

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

Kate Nasser

AUGUST 14, 2016

If people at work or home say you aren't very caring when they feel bad, you will find this list of 12 forms of care to be very helpful. Instead of screaming out "tell me what you want", increase your career and personal relationships with the emotional intelligence here. The post The 12 Most Desired Yet Unrequested Forms of Care | #Leadership appeared first on KateNasser.com.

Customer Service 40

Customer Service 40

Customer Service Training

AUGUST 16, 2016

Use the Telephone Game in your Customer Service Training

Gaming 40

Gaming Customer Service 40

C3Centricity

AUGUST 15, 2016

As a customer centricity champion, just like you, I spend a lot of my time researching the topic. I’m always trying to understand exactly what customers want. My regular searches include customer service, customer satisfaction, customer care and similar areas. Google is my best friend! However, I recently came across some surprising facts, which prompted this post.

Customer Satisfaction 48

Customer Satisfaction Social Media Customer Service Retail 48

1 to 1

AUGUST 15, 2016

Lately, the mantra for retail seems to be "evolve or die." In the wake of Macy's announcement that it will be closing 100 of its 700 stores next year to divert resources to online, retailers seems to be scrambling to find ways to stay relevant. . There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Retail 31

Retail Customer Loyalty Customer Service Customer Experience 31

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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

CX

1 to 1

AUGUST 16, 2016

According to recent research released by Russell Reynolds Associates, turnover rates among Chief Marketing Officers (CMOs) are at their highest levels since the executive search firm began tracking marketing officer appointments four years ago. The good news for many CMOs is that 61 percent of CMOs left their companies in the second half of 2015 for new opportunities, with 75 percent of the departees remaining in the same industry.

Customer Loyalty 26

Customer Loyalty Customer Experience 26

1 to 1

AUGUST 15, 2016

According to recent research released by Russell Reynolds Associates, turnover rates among Chief Marketing Officers (CMOs) are at their highest levels since the executive search firm began tracking marketing officer appointments four years ago. The good news for many CMOs is that 61 percent of CMOs left their companies in the second half of 2015 for new opportunities, with 75 percent of the departees remaining in the same industry.

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22

1 to 1

AUGUST 14, 2016

The most obvious way forward is through experiential shopping. According to this recent Washington Post article, shoppers are bypassing spending in malls and stores for vacations and dinners out at restaurants. And the majority said their holiday spending would be on experience-related purchases. With the holiday shopping season fast approaching, that doesn't bode well for many traditional retailers.

Retail 22

Retail Technology Technology 22