4 Customer Experience Questions Your Contact Center Must Answer
Callminer
MARCH 18, 2015
There’s no one-size-fits-all approach to delivering a positive customer experience, but asking these 4 questions can help you get started.
Sat.Mar 14, 2015 - Fri.Mar 20, 2015
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Case Study: Increase Your Sales by 47% by Doing This…
Beyond Philosophy
MARCH 17, 2015
'How can you increase your sales by 47%? It’s all in the packaging. Gressingham Foods, a pre-packaged food company in the UK, wanted to change their brand image at the store. They were declining as a brand and wanted their image to project “premium but accessible.”. They hired Elmwood , a design firm that took a good look at their packaging and came up with a strategy to help them stand out.
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Provide Proactive Customer Service and End Hold Time
Win the Customer
MARCH 16, 2015
'The customer customer is so important, why do you have a machine keep you busy while you sort things out with someone else? Putting customers on hold is about more than people being patient. Hold time shows a disconnect between the customers wanting to work with you and your willingness to want to take advantage of that immediate opportunity to […].
Employee Empowerment the Smart Way
Customers That Stick
MARCH 17, 2015
'This morning we released CTS Service Solutions’ Ultimate Starter Guide to Employee Empowerment. This guide walks those new to the idea of strategically and consciously attempting to increase employee empowerment in their organizations through many of the basic ideas surrounding empowerment as well as nine tips for empowering employees effectively.
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“Customer Experience is all about culture change” – an interview with Mark Smith, VP of CX at GE Capital Fleet Services
Heart of the Customer
MARCH 18, 2015
'How do you create change when you’re the first customer experience (CX) leader at a highly successful business with a history of customer focus? That’s the challenge Mark Smith faced when he became GE Capital Fleet Services’ first Vice President of Customer Experience a year ago. His response? Focus on the culture, because that’s what […]. The post “Customer Experience is all about culture change” – an interview with Mark Smith, VP of CX at GE Capital Fleet Services appeared first o
7 Signs of Decline for the CX Movement in 2015
Beyond Philosophy
MARCH 16, 2015
'Customer Experience continued to be a dominant business issue throughout the world in 2014. We get many inquiries for our services globally. I worked with clients in more countries than ever before last year, including China, India, and Saudi Arabia to name a few. They are all working to improve their Customer Experience. I can say with confidence the Customer Experience concept is now a worldwide phenomenon.
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When Brand Promise Meets Customer Experience Improvement
PeopleMetrics
MARCH 20, 2015
'Because I relish in writing about confusing things, I thought I’d jump back into the muddy relationship between brand and customer experience. So grab your boots. Let’s get started. Brand is the Promise. Imagine brand managers, sleepless in the twilight, worried about their work. Fixated on the emotional relationships between their products and customers.
It's Not About the Metric
CX Journey
MARCH 17, 2015
'I originally wrote today''s post for Confirmit in November 2014. I''ve made some modifications. In November 2014, I participated in the Hooked On Customers Summit , a webinar series hosted by Bob Thompson of CustomerThink. I joined Bob, along with Jeanne Bliss, in the first webinar to discuss Creating Actionable Insight from a Customer Listening Engine.
“U.S. Employee Engagement Reaches Three-Year High.” Where Customer Experience and Value Delivery Are Concerned, Shouldn’t We Ask: ‘So What?’
Beyond Philosophy
MARCH 19, 2015
'A recent article by a major employee research and engagement consulting organization led with the above headline. They were reporting on results of their national workforce tracking poll, the highlight of which was that employee engagement had risen 1.2% between January and February, 2015 (to 32.9%) and that this new level was the highest engagement rate reported in the past three years.
Data Breaches Can Permanently Affect Your Customer Experience
Win the Customer
MARCH 18, 2015
'Customer experience management can be a long term disaster for organizations that have been subjected to a data breach causing leaks of critical customer information and loss of customer trust. The Ponemon Institute’s 2014 Cost of Data Breach study determined that 31% of data breaches were caused by human error and negligence as 46% of companies claimed […].
How Retailers Are Transforming Customer Experiences with Data & AI
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.
Three Steps to Reduce Dueling Silos
Customer Bliss
MARCH 19, 2015
'You can recognize disconnected silo agendas at work when short-term revenue requirements compromise long-term revenue efforts. There’s a lack of clarity on what’s really important to differentiate the company. The customer is not understood the same way by everyone in the company. There’s an imbalance between the culture to drive revenue and the understanding of including customer investment.
CMO Brain Interview: All Things Customer Experience
CX Journey
MARCH 19, 2015
'Image courtesy of Unsplash What is customer experience? And how do we improve it? Andrew Mounier of CMO Brain recently asked to interview me so he could pick my brain about customer experience, and I happily accepted. Any time someone wants to talk about customer experience - any opportunity to continue to spread the word about its importance - I''m up for it!
Believe in Dreams
The DiJulius Group
MARCH 18, 2015
'I believe we are starting something that is bigger than any of us can truly understand right now John R. DiJulius THE Experience - My entire professional career has been dedicated to “the experience.” My first business, John Robert’s Spa, has always been about providing an experience. My second business, The DiJulius Group, educates […].
Can Help Desk Software Help Improve Customer Experience?
Win the Customer
MARCH 16, 2015
'The ultimate goal of help desk software is to collect, prioritize, close, document, and report on issues in order to achieve the maximum positive customer experience from customer service. In a recent report by Software Advice on the current state of help desk software (i.e. software used to manage the relationship of a service or product and its […].
Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity
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.
Diminish the Funky Task Force to Focus on Important Tasks not Reactive Tasks
Customer Bliss
MARCH 17, 2015
'Think about the number of task forces you’ve been involved in regarding customers. Did anyone have a clue, beyond the first few meetings, on: How you were going to get the things done that the brainstorming had birthed? Where you were going to get the funding from? Who was going to lead the effort? Many organizations gear up for “customer focus” action only when the survey results have just come out or are about to be announced.
Sarpino's Pizzeria Mobilizes Its Online Ordering Experience
1 to 1
MARCH 18, 2015
'Because the pizza business continues to shift rapidly toward an online ordering experience, major players, such as Domino''s and Papa John''s, have raised the bar for smaller establishments that often struggle to implement and integrate modern technologies. For Sarpino''s Pizzeria, however, Web and mobile ordering platforms have enabled Chicago''s fastest growing chain to compete with top brands and grow its market share.
3 Ways Marketing Will Get More Personal This Year
1 to 1
MARCH 16, 2015
'We''ve all read the articles and seen the reports: This year is the year of personalization. From emails that send local weather updates, watches that report your day to day efficiency, beacons that engage customers'' interests in-store, and changing rooms that know your style and sizes, 2015 is poised to take personalization to the next level. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
The Rise - and Flutter - of the Chief Customer Officer
1 to 1
MARCH 17, 2015
'Corporate leaders are beginning to recognize that the lines have blurred between the brand and the customer experience. This revelation is prompting a growing number of companies to establish a Chief Customer Officer (CCO) role and bring a more unified approach to customer centricity. According to The 2014 CCO Study conducted by the Chief Customer Officer Council, 22 percent of Fortune 100 companies have adopted the role.
Software Composition Analysis: The New Armor for Your Cybersecurity
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?
Amex, Macy's, and Rite Aid Take a Stab at a Multi-Brand Loyalty Program
1 to 1
MARCH 18, 2015
'The retail landscape is crowded with loyalty programs giving consumers a plethora of points, discounts, and rewards-based memberships to choose from. In fact, the average American household holds memberships in 29 loyalty programs across the retail, financial services, and travel industries, but actively uses only about 12 of them, according to loyalty marketing research company Colloquy.
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