Win the Customer
APRIL 27, 2015
Have you ever called to speak to a customer service representative who didn’t listen to your problem? Did it sound like the customer support person was reading answers off a page and wouldn’t let you get a word in edgewise? Was your legitimate complaint transferred from one office to another while you were on hold […].
Customers That Stick
APRIL 28, 2015
The big day is finally here! Today is the official launch of Be Your Customer’s Hero. To celebrate the launch and to try to work our way onto Amazon’s bestseller lists, we are offering incentives if you purchase multiple copies of Be Your Customer’s Hero in the next three days. The breakdown below shows you the levels and the gifts! Spaces between bullets show anything that’s different from the level above it.
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Beyond Philosophy
APRIL 30, 2015
Keeping Customers is cheaper than getting new ones. Customer loyalty and retention are goals for most organizations as a result. In the past, some companies’ modus operandi to build their loyalty involved a loyalty card with additional benefits. However, these loyalty card benefits just became part of the offer over time. So now what do we do to build Customer Loyalty?
Heart of the Customer
APRIL 27, 2015
I’m a big fan of Prof. Arielly’s work, such as the book Predictably Irratinoal, and subscribe to his weekly Q&A. His response to a question this week offers great advice to us in CX who are trying to create customer empathy. Dear Dan, I’m an air-traffic controller at a large airport. I don’t work in […]. The post Dan Arielly nails customer empathy appeared first on Heart of the Customer.
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PeopleMetrics
APRIL 28, 2015
"Evolve or Die". This was the terrifyingly binary challenge Joe Sullivan , CEO of Market Insights delivered to a group of banking execs last Friday at the N.J. Bankers Association G.R.O.W.T.H conference organized by MoSA. Even with many moments of levity throughout the day, there was no escaping the seriousness of the challenges faced by those in attendance.
CX Journey
APRIL 28, 2015
Image courtesy of LendingMemo I originally wrote today's post for Confirmit in September 2014. This is a modified version of that post. Not all returns from your customer experience investments are financial. Will that scare your executives? One of the most-frequently-asked questions we hear from companies about listening to customers and, hence, improving the customer experience is: “How can I show ROI for my executives?
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Customer Bliss
APRIL 30, 2015
The information your customers give you includes the broken things blocking your customer reliability. Optimizing customer feedback is one of the most straightforward ways to garner the momentum for customer focus, yet most companies don’t do it in an organized way. You don’t need to spend millions on a “satisfaction” survey. You have the information right at your fingertips.
The DiJulius Group
APRIL 29, 2015
The following is content taken from: The Customer Service Revolution: Overthrow Conventional Business, Inspire Employees, and Change the World Who are you to be ordinary? I don’t want to live an extraordinary life so I have a bigger bank account, nicer car, house, and more toys. I know that if I live an extraordinary life, […].
1 to 1
APRIL 29, 2015
Do marketers suffer from an unjustified youth fixation? Teens and young adults are often seen as trendsetters and business bellwethers, particularly in the digital space. But what if chasing after teen opinions is a waste of marketing dollars? There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
Beyond Philosophy
APRIL 30, 2015
We consult companies in insurance, automotive or other manufacturers that sell through a dealer/distributor agent or any third party. These companies all struggle with the same question as a result of their business model: who is the Customer, the dealer or the end user? The reality is, both of them are. The Distributor Dynamic. Distributors (or Dealers) introduce an interesting dynamic to a business model.
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.
ProProfs
APRIL 27, 2015
ProProfs makes it easy for you to add any YouTube video to an elearning course. You no longer have to copy/paste lengthy embed links or wait forever to upload HD quality videos to your course. Simply search for videos and add them to your course, all within ProProfs! Fun fact: “Visual content in a course increases the completion rate increases by 93%” How it works.
CX Journey
MAY 1, 2015
Image courtesy of Local Studies NSW When you're ready to make or introduce a change in your organization, how do you tell employees about it? Or do you? Last week, I wrote about some research that McKinsey did on organizational transformations. One of the findings was that communication is key to a successful transformation. (This seems to be a no-brainer, but you'd be surprised.
1 to 1
APRIL 28, 2015
As companies continue to gain deeper proficiency using the Internet of Things for a range of applications (to monitor a patient's vital signs in a hospital, for enhanced connectivity between automobiles, drivers, and automakers, etc.), decision-makers will need to pay careful attention to how IoT influences the customer experience. Because as Fusion92 Founder and CEO Matt Murphy recently shared with me, "if there's not a benefit to consumers, you're probably not going to be successful.".
1 to 1
APRIL 30, 2015
A few years ago, The Mayo Clinic wanted to design separate consultation and exam rooms to reflect the reality that most appointments consist mainly of conversations between doctors and patients, with less examination time. But there wasn't enough floor space to accommodate the number of separate rooms that it envisioned. Then, inspiration struck from the least likely of places.
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
APRIL 27, 2015
Last week, Oracle CEO Mark Hurd announce the company's plans to make almost all of its services--95 percent of its products--available via the cloud by its OpenWorld conference in mid-October.
1 to 1
APRIL 28, 2015
Body image and beauty products often go hand-in-hand, for society has convinced women that they must uphold particular ideals in order to sustain their physical appeal. Opponents have become more and more outspoken, however, in an effort to defend diversity and promote confidence. But advertisers continue to disseminate messaging that promises to solve everyone's self-esteem issues with one magical miracle product.
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