Heart of the Customer
SEPTEMBER 19, 2016
I presented at the ICMI CC Expo last month in Long Beach. It’s always a great conference, and I look forward to it each year. In the afternoon after my journey mapping workshop I attended a Justin Robbin’s session on metrics. Justin began by asking attendees the most important metric they tracked. Think about it […]. The post What is the Most Important Contact Center Metric?
Beyond Philosophy
SEPTEMBER 18, 2016
Q: What has two Million phony accounts, 5,300 fired employees, a fine of $185 million and a retiring leader enjoying $124 million in stock and options after retirement? A: Wells Fargo Bank, the latest bank to suffer the scrutiny of the truth and forced to answer for taking advantage of its customers’ trust. Carrie Tolstedt , unit leader of Wells Fargo’s community banking division, is set to retire at the end of this year after 27 years of service.
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Customers That Stick
SEPTEMBER 19, 2016
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Customer Bliss
SEPTEMBER 22, 2016
Customer experience work has been evolving for years, and it’s now on the radar of more execs than ever before. As such, you have a lot of thought leaders out there up-selling voice of the customer plans. Sometimes these voice of the customer approaches are great, but sometimes they’re put together by people who have never done boots on the ground CX work — and then they tend to be flawed.
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CX Journey
SEPTEMBER 20, 2016
Image courtesy of real ramona Is your organization suffering from silo-itis? If you answered that question with a "yes," you're absolutely, 110% not alone. Unless your company was intentionally built from the ground up to not function in silos - and you're lucky, and unique, if it was - then silos are an issue for you and for your customers. We all know how detrimental silos can be not only to the customer experience but also to an organization.
Beyond Philosophy
SEPTEMBER 22, 2016
Have you ever heard someone say, “I’m of two minds about this issue.” It means he or she can see both sides of the argument. However, this idiom confirms a deeper truth about the way we think, and, more importantly, the way our two minds can be in conflict with each other. We all have two ways of thinking: Irrationally and Rationally. As you might surmise, they don’t always agree with each other.
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
SEPTEMBER 20, 2016
Episode Overview. Tish Whitcraft is what we call a serial Chief Customer Officer, or CCO. She has held a version of this role in over four technology driven and internet companies, including Yahoo, MySpace, and OpenX. In our conversation, Tish walks us through her expanded version of the CCO Role. In her mind (“in her humble opinion”), it’s a mix of the newly-established CCO role and the long-tenured COO, or Chief Operating Officer, role.
Kate Nasser
SEPTEMBER 18, 2016
Leadership Inspiration: With so much focus on metrics how can leaders keep themselves & others inspired? Insight fr Kate Nasser, The People Skills Coach™. The post Leadership Inspiration: Leaders, How Do You Stay Inspired? appeared first on KateNasser.com.
Comm100
SEPTEMBER 22, 2016
“Books are the quietest and most constant of friends; they are the most accessible and wisest of counselors, and the most patient of teachers.” – Charles W. Eliot. Sometimes we learn important customer service skills through training, or through years of hard-earned experience. But other times we can take the wisdom someone else has so carefully researched, developed, and discovered by reading a book in your free time.
1 to 1
SEPTEMBER 19, 2016
Peter F. Drucker said, “Company cultures are like country cultures. Never try to change one. Try, instead, to work with what you've got." The results of a recent study on change initiatives echo Drucker’s statement. “Business Change: From Disruptor to Differentiator,” from Harvard Business Review and Strativity Group, reveals that most organizations struggle with change with an astounding 91 percent saying change initiatives have failed in their organizations in the past.
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.
The DiJulius Group
SEPTEMBER 21, 2016
Is Expertise no Longer a Competitive Advantage? An article appearing in the Harvard Business Review, titled, The End of Expertise, talks about how expertise is losing the respect that for years had earned premiums in any market where complex knowledge is valued. Talk to people in such professional service industries as private banking, auditing, consulting, […].
Kate Nasser
SEPTEMBER 21, 2016
Do most people have vigilant people skills? Are they mindful of how they treat others? JOIN The People Skills Coach™ for #PeopleSkills global Twitter chat SUN. Sept. 25th 10amET/2pmGMT. The post Vigilant People Skills: JOIN #PeopleSkills Chat Sept. 25th 10amET appeared first on KateNasser.com.
Waypoint Group
SEPTEMBER 23, 2016
Part 5 of 5: Optimize your company’s resources to make the bets that will deliver the biggest bang for the buck Welcome to the 5th and final installment on Accelerating Growth series for B2B companies. You can catch up on all of our previous posts on our blog and put them together in the ultimate growth handbook. The first post focused […].
1 to 1
SEPTEMBER 21, 2016
We may live in a world where self-driving cabs are on the road and information can be shared across the world instantly, but for the most part, companies are still struggling to operate in a digital economy. I’m reminded of this fact every time a customer service agent tells me department A isn’t connected to department B or a company doesn’t accept online payments (it still happens!).
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.
Beyond Philosophy
SEPTEMBER 21, 2016
Short term rental website airbnb, plagued by claims that its hosts discriminate against minorities, announced policies last week designed to put those problems to rest. As I wrote a few months ago , this has not been a good year for airbnb. First there was a Harvard study showing that guests with African-American names were 16 percent less likely to successfully book a rental on the website.
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