Heart of the Customer
APRIL 8, 2015
'As a CX profession we’re addicted to surveys. We want to know more about our customers, and a survey is our first response. A survey by itself is neither good nor bad. But what we forget is the unintended side effects of our surveys. Remember – how you survey your customers is another part of your customer experience. […]. The post It’s time to rethink transactional surveys appeared first on Heart of the Customer.
Dennis Snow
APRIL 8, 2015
The only way that we can consistently delight our customers is if we are truly present for them – truly “in the moment.” If we’re not in the moment, we miss the visual, verbal, or even written clues customers are constantly giving us, and we end up processing customers through our systems. And no […].
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Customer Bliss
APRIL 7, 2015
'Beloved companies decide differently than everybody else. Acutely aware of how their every action impacts how customers feel and respond to them, they take the time to make purposeful decisions about the contacts they have with customers. Beloved companies make a choice. They actively decide to connect who they are as people with the decisions they make in how they run their business.
CX Journey
APRIL 9, 2015
'Image courtesy of afagen Are your customers raving fans or fairweather fans? Given that it''s the start of the baseball season, it was timely (albeit, intentionally so) that I received details about Brand Keys '' 23rd annual Sports Fan Loyalty survey results a few days ago. Brand Keys interviewed 250 self-declared fans in each baseball team''s area; insights from the interviews were designed to enable league and team management to identify improvement areas.
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The DiJulius Group
APRIL 8, 2015
'The things you miss because you don’t live in the moment – Last week I enjoyed spring break with my family in beautiful San Diego. While we had a wonderful time doing the typical touristy things; SeaWorld, beaches, Gas-lamp District, and Coronado, I did get frustrated how often we were glued to our phones texting, […].
1 to 1
APRIL 8, 2015
'Within the past few years, cloud computing has gained traction in the retail space as a means to provide a seamless customer experience. Stitching together customer touch points across brick-and-mortar stores, ecommerce, and call centers continues to be a major obstacle for retailers. But cloud computing offers a possible solution by allowing companies to connect various databases and deliver services at minimal capital expenses.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
CX Journey
APRIL 7, 2015
'Image courtesy of dsearls Today''s post is a modified version of a post I originally wrote for Confirmit in March 2013. What steps are you taking to create a single view of the customer so that you can deliver a more-personalized customer experience? None? Don’t worry! You''re not alone. Why is this important? How do we achieve that single view of the customer?
Customer Bliss
APRIL 9, 2015
'Take action to make “ believing ” a core competency in your organization and culture. Read More: Do Your Employees Feel Trusted? - The Container Store is a privately held company. Over 3,300 employees work in 47 and every single one of them knows the company’s detailed financials. Are You Hiring Partners or Filling Positions? – At Chick-fil-A, they decide to grow their company by believing in the integrity, ability and values of store operators and employees.
1 to 1
APRIL 7, 2015
'As companies strive to cater more effectively to the omnichannel customer, many organizations find themselves struggling to find and hire marketers with required technology skills. For instance, while many marketing organizations have a voracious demand for people with analytics skills, just 26 percent of respondents to a global survey conducted by the American Management Association believe they have the ability to meet these requirements.
Beyond Philosophy
APRIL 10, 2015
'Stories are a fascinating subject. I like this post from Bruce Kasanoff. He shares with us the story of a skiing excursion he took with his client 20 years ago. He presents it as a story, an exciting one, to “show you—rather than tell you—how memory works.” He goes on to explain how stories are an essential way to lead others, raise money or sell an idea or product.
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.
1 to 1
APRIL 8, 2015
'Back in the 90s, JCPenney launched its "Fashion Comes to Life" campaign in an effort to refresh its public image. Like many brands, however, the retailer has found cause to reinvent itself repeatedly over the past quarter century. Yet, while the years haven''t necessarily been kind to the department store chain, times have allowed its omnichannel customer service to grow and flourish.
1 to 1
APRIL 10, 2015
'In 2014, TeliaSonera International Carrier (TSIC) engaged Forrester Consulting to help assess its activities around customer experience, and to build a roadmap for its burgeoning CX program. TSIC is an international provider of telecommunication services with headquarters in Stockholm, Sweden, and offices in 14 other countries. It has grown from being the largest IP network in Europe to one of the top two global carriers powered by the Internet backbone, as ranked by internet performance analys
1 to 1
APRIL 6, 2015
'When you think of a customer-centric organization, you may think of Starbucks, the Ritz-Carlton, or Zappos. Becoming customer-centric is the aspiration of many companies, yet few understand that getting there is a journey, not a destination. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
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