Callminer

MARCH 3, 2016

Companies that regularly handling financial transactions have a responsibility to protect consumer data. Here’s how to maintain PCI compliance in the contact center.

Compliance 182

Compliance Contact Center 182

Beyond Philosophy

FEBRUARY 29, 2016

Imagine the power of being able to predict your Customers’ behavior. It would mean that you can design an experience that plays into this behavior and creates an excellent Customer Experience that drives $$$ for you. However, reliably predicting your Customers’ behavior is going to be difficult even under the best of circumstances. Often, organizations stymie themselves by making bad assumptions about what is motivating their Customers preferences and choices.

Retail 111

Retail Gaming CX Sales 111

ClearAction

FEBRUARY 27, 2016

5 Ways to Make Marketing More Strategic Lynn Hunsaker. As Marketing departments take a bigger role in customer experience management, a more holistic perspective allows your company rise to the top of the field. Supporting the entire customer lifecycle, for example, is a goal that most Marketing organizations still grapple with. Everyone acknowledges that customer retention is more cost-effective than acquisition, yet Marketing tends to put the majority of its resources in awareness-building and

Customer Retention 98

Customer Retention Customer Experience Management Innovation Voice of the Customer 98

Win the Customer

MARCH 3, 2016

As a consumer, it is a priority for you to have as much information at your disposal before you make a purchase. Buying online has limitations, as you can’t physically see and feel the product you’re browsing. Online shopping never gets old. It’s a great distraction, and no matter what you need (or want), you can find it online. Ebay, Amazon, ASOS, Ali Express – they all exemplify websites that we have grown to depend upon.

Customer Experience 97

Customer Experience Social Media Technology Technology 97

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.

Customer Loyalty

Customers That Stick

MARCH 3, 2016

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Customer Loyalty 92

Customer Loyalty Customer Service 92

Beyond Philosophy

MARCH 2, 2016

For years, I have talked about the emotional context of your experience both from the emotional state your customers bring to it and the cues your experience provides to them. New research reveals other important factors affect people’s emotional perception of your experience as well: where they live. The Marchex Institute released a study that measured the speech patterns of the 50 states.

Customer Experience 111

Customer Experience Customer Experience Management CX Technology 111

CX Journey

MARCH 1, 2016

Image courtesy of AnitaBurke1 Is your customer experience legendary? Do companies even know what it means to deliver "legendary customer service?" I've been dealing with a provider for the last three and a half months that claims to deliver "legendary customer service." They tout this on their website, in their emails, and even on their voicemails. The problem is, their service is not legendary - at least not in the (positive) way I'm sure they want it to be.

Customer Experience 69

Customer Experience Customer Expectations Customer Service 69

ClearAction

FEBRUARY 27, 2016

5 Ways to Make Marketing More Strategic. As Marketing departments are taking a bigger role in customer experience management, a more holistic perspective will allow your company rise to the top of the field. Supporting the entire customer lifecycle, for example, is a goal that most Marketing organizations are still grappling with. Everyone acknowledges that customer retention is more cost-effective than acquisition, yet Marketing tends to put the majority of its resources in awareness-building a

Customer Retention 59

Customer Retention Voice of the Customer Customer Experience Management Innovation 59

Beyond Philosophy

MARCH 3, 2016

Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. A press contact, working on a client assignment, recently approached me with a fairly conventional statement and question: There’s a focus on low pricing and functional quality that exists in BtoB product and service purchase decisions. This often minimizes customer selection of vendors.

Actionable Insights 60

Actionable Insights Customer Relationship Customer Retention Customer Satisfaction 60

Customer Bliss

MARCH 2, 2016

In the course of working with different companies throughout my career, I’ve found that leaders focused on serving customers’ lives as a way to grow their business often begin with an uncommon attitude. This attitude, in turn, leads to uncommon behaviors that build beloved companies. In the process, when these leaders speak and give interviews, they produce some amazing customer experience quotes.

Customer Experience 65

Customer Experience Business Growth Social Media CX 65

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Kate Nasser

FEBRUARY 27, 2016

Leadership Hurdle: Do you know how to counteract the power of negativity? First, understand these human reasons for negativity's draw. Latest fr Kate Nasser, The People Skills Coach™. The post Leadership Hurdle: 5 Human Reasons People Are Drawn to Negativity appeared first on KateNasser.com.

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CX Journey

MARCH 4, 2016

Do you know about the biggest problem with VoC today? Why do we listen to customers and other constituencies today? To learn. To understand. We can't transform something we don't understand. We listen. We understand. We transform the experience. So, what's the biggest problem with VoC today? Well, VoC. OK. Not quite. The problem is all of the data that listening generates.

VOC 44

VOC Customer Experience 44

Beyond Philosophy

FEBRUARY 28, 2016

Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy. Whether consumers articulate it or not, or whether it gets measured or not, emotions have become core to experience response and future consumer decisions. In a recent article, Robert Passikoff, CEO of Brand Keys, presented statistics which demonstrate the extent to which consumer response to experiences, and the resultant impact on decision processes, has become emotion-dominant.

Customer Loyalty 60

Customer Loyalty Customer Service Customer Experience CX 60

Customer Bliss

MARCH 3, 2016

Every leader I’ve ever worked with has asked for explicit actions that they can take to show their commitment. I call them ‘CX success recipes’ because to be successful, the steps for each competency need to be specific and easy to own. Each competency’s success recipe includes three leadership behaviors to drive transformation: 1. Unite the leadership team. 2.

CX 48

CX Customer Journey Map Touchpoint Customer Experience 48

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.

Voice of the Customer

Kate Nasser

MARCH 2, 2016

How does procrastination affect others around you? JOIN The People Skills Coach™ & community in #Peopleskills global Twitter chat to explore this. The post Procrastination: JOIN #Peopleskills Chat March 6th 10amET appeared first on KateNasser.com.

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The DiJulius Group

MARCH 3, 2016

Picture this. You are sitting at the doctor’s office and he informs you that you need heart surgery ASAP. Then your spouse asks the doctor, “Are there any specials right now on heart surgery? Would it be cheaper to wait till the summer time?” There are certain things in life that you just don’t want […].

Customer Service 40

Customer Service Customer Experience 40

1 to 1

MARCH 3, 2016

Customer experience today means everything. With retailers announcing seemingly on a weekly basis of store closings, experience is more important than ever before. Many companies think of customer experience, however, as a flashy marketing campaign, a cool social media outreach effort, or putting associates through a one-time training program. To do customer experience right, everyone might be responsible for delivering on it and be held accountable for its success or failure.

Customer Experience 36

Customer Experience Social Media Retail Customer Loyalty 36

Provide Support

MARCH 2, 2016

No matter how hard we try we simply cannot please 100% of the people 100% of the time, that’s why customer complaints are inevitable in customer service. Whatever the problem might be, the way you address unhappy customers and handle their complaints can have a major impact on your company’s reputation. Obviously, ignoring complaints and failing to resolve them can make your customers leave and spread negative word of mouth.

Customer Service 55

Customer Service Contact Center 55

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?

Technology

1 to 1

MARCH 1, 2016

One of the things I like most about LinkedIn, Twitter, and Facebook (and Google Alerts, for that matter) is the access these channels provide to thought leadership on so many different topics. I enjoy being able to pick up insights from recognized industry and topic experts and from everyday practitioners that are in the trenches. In many cases, the articles and blogs that people post serve as a useful reminder of best practices in marketing, customer service, and other disciplines.

Customer Service 33

Customer Service Customer Loyalty Customer Experience 33

1 to 1

MARCH 2, 2016

Get ready for an emoji tidal wave. I'm not referring to the image of a tidal wave, but an onslaught of emoji-fueled campaigns. Brands are increasingly embracing emojis in an effort to keep up with young audiences who are fluent in communicating through digital images. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

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1 to 1

FEBRUARY 28, 2016

The weeks leading up to this year's 88th Academy Awards felt like more of a study in cultural diversity and societal problems than a celebration of Hollywood's creative achievements. In his role as host, Chris Rock tackled the #OscarsSoWhite with an unforgettable opening monologue that will surely keep the Hollywood elite talking for weeks. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Customer Loyalty 30

Customer Loyalty Customer Service Customer Experience 30