Beyond Philosophy
AUGUST 6, 2015
A definite link exists between Employee Engagement and Customer Experience. In spite of this, many organizations choose to keep their Employee Engagement programs and their Customer Engagement programs separate. However, linking the two areas is key to having success in both. Aetna made headlines when they gave their lowest-paid workers a raise to $16/hr.
Customers That Stick
AUGUST 4, 2015
We’ve all had that awkward moment. We’re shopping in a store or asking about the product we ordered, and the frontline rep we’re interacting with starts to overshare. We hear about their life story, about the seven week saga that led to the order being delayed, or about how much they hate their job. It’s a case of TMI (too much information), and in customer service, it can be deadly.
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Win the Customer
AUGUST 1, 2015
Like many aspects of business, customer service is an ever-evolving part of everyday operations that is constantly changed by developments in technology. Customer expectations have changed in the information age, and many businesses are falling behind – Fonolo reports that only 26 percent of consumers had a positive response when asked if they thought customer […].
Heart of the Customer
AUGUST 5, 2015
A question I get asked a lot is, “What exactly is a customer journey map?” Considering that my official title is Mapper-In-Chief, it seems like I would have a short, clean answer ready and waiting. Or at least a short overview, with the caveat, but there’s more to it than that. In reality, though, I […]. The post A customer journey map is a story appeared first on Heart of the Customer.
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
AUGUST 4, 2015
“ You can win more friends with your ears than with your mouth. People who feel like they’re being listened to feel accepted and appreciated. They feel like they’re being taken seriously and what they say really matters.”. – Harvey Mackay, Sales Expert, Author and Columnist. Quality sales cultures are the ones where the Customer comes before the close, like Mackay’s quote indicates here.
Provide Support
AUGUST 3, 2015
How to keep in touch with past clients. Many businesses lose their past clients to their competitors because they fail to keep in touch with them. Sure, automated company greeting cards are nice, but they do not exactly show your devotion or have much of an impact on the client. Past clients are useful assets and can come in handy for a repeat business.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
ClearAction
AUGUST 3, 2015
Are You a Customer Experience Action Hero? Do you dream of being — or being saved by — a customer experience action hero? Maybe you dream of your customer-facing staff, or your executives, as customer experience action heroes? Not so fast. As exciting as swashbucklers, comic book characters, folklore figures, and sports stars are, that style of action is probably not right for customer experience excellence.
Kate Nasser
AUGUST 2, 2015
Leaders, when does your leadership gap & how do you fix the trouble you unintentionally create? Insights & tangible steps fr The People Skills Coach™. The post Leadership Gap: Fixing Unintended Trouble You Create appeared first on KateNasser.com.
Customer Bliss
AUGUST 6, 2015
When the power core is the customer, passion for customers prevails. Leaders are close to the customer and it’s often that leaders’ passion that built the business. Employees feel the handoff of that passion from founder through the ranks of the company is an inheritance. They know it’s theirs to pass on and nurture. Company decisions emanate from understanding what will drive the greatest value to customers in the short and long terms.
CX Journey
AUGUST 4, 2015
Image courtesy of Celestine Chua Do you think that the speed of innovation is too fast for your customers? or just right? Do you know how your customers feel about the pace? I was reading about the 2015 Edelman Trust Barometer the other day and saw this finding: More than half of the global informed public believe that the pace of development and change in business today is too fast, that business innovation is driven by greed and money rather than a desire to improve people’s lives and that the
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Kerry Bodine
AUGUST 5, 2015
When we investigated the current state of the smartwatch experience together with AnswerLab , we saw a massive disconnect between what study participants wanted from their wearable gadgets and the reality of how they used them. Regardless of watch platform or length of ownership, watch wearers in our study used them primarily as notification engines.
Kate Nasser
AUGUST 4, 2015
Empathy is a key to business success. It turns diversity into understanding. It is the connection before the solution. Insights fr The People Skills Coach™. The post Empathy is the Connection Before the Solution | #business appeared first on KateNasser.com.
Customer Bliss
AUGUST 4, 2015
Determining the company Power Core has helped every one of my clients advance the adoption of their role and the CX work. It is their decoder to understanding the political barriers and enablers to their success. It’s one of the repeated ‘aha’ moments I hear from people. CX work is as much about knowing what motivates people as it is about getting the job done.
CX Journey
AUGUST 6, 2015
Image courtesy of thedcoy The rules of etiquette state: never discuss certain topics at the dinner table. You know your mom warned you about this one: never discuss money, politics, or religion at the dinner table. With a hat tip to Joe Bruketta , I'd like to add another topic: VoC metrics. (Survey scales is another one of those topics, but for today, let's just go with metrics.
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.
The DiJulius Group
AUGUST 5, 2015
Changing your employees’ perspective – The Maids International (TMI), based in Omaha, Nebraska, is a professional home-cleaning service with franchisee locations all over the United States. As it has been stated, it can be difficult for frontline employees to relate to their Customers’ situations. Frontline employees often don’t have the same socioeconomic status as their […].
Kate Nasser
AUGUST 6, 2015
Building new relationships is inevitable. How can you do it well? JOIN The People Skills Coach™ for #Peopleskills global Twitter chat Aug. 9th 10amET. The post Building New Relationships: JOIN #Peopleskills Chat Aug. 9th 10amET appeared first on KateNasser.com.
1 to 1
AUGUST 4, 2015
Customer relationship management (CRM) has come a long way since ACT! burst onto the business scene with contact management software in 1986. Companies continue to invest heavily in CRM systems to deepen their understanding of customers and to better engage with them. But as 1to1 Media senior writer Judith Aquino points out in this week's feature story, "6 Misconceptions That Will Drag Down Your CRM Strategy," inaccurate data, data silos, and fragmented technology implementations are among the c
1 to 1
AUGUST 5, 2015
In what will hopefully become a trend, some companies are extending their maternity and paternity leave policies in the U.S. On Tuesday, Netflix announced that new mothers and fathers will get unlimited (full) paid leave for the first year of their newborn's life. And yesterday, Microsoft unveiled its own new parental leave policy. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
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?
1 to 1
AUGUST 4, 2015
With renewed fitness goals in mind, my mother and I searched for an exercise game that would jumpstart our efforts. We shopped around for something that'd be both fun and compatible with our Nintendo Wii. While the system may be older--I haven't really kept up with video games since college--we were able to find a Zumba game that was seemingly entertaining.
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