Callminer

JULY 10, 2016

Five days of inspirational, educational, customer-oriented keynotes, sessions, demos, and more designed to help companies deliver exceptional customer service.

Education 182

Education Customer Service 182

Beyond Philosophy

JULY 11, 2016

In case you missed it, the world has gone online! If you haven’t gone online with your Customer Experience, too, it’s time. To be honest, if you haven’t begun, you’re late. The digital transformation of your present Customer Experience is long overdue. Consider this graph of which devices customers use at home: Nearly everyone has a computer or smartphone, and close to three quarters have a tablet.

Social Media 122

Social Media Customer Experience Technology Technology 122

Win the Customer

JULY 13, 2016

Marks & Spenser, the U.K.’s largest chain store, has decided to stop playing music in its stores following feedback from customers, the retailer announced at the end of May 2016. For the past 10 years, M&S had been playing piped music in its 852 stores, following the example of many other retailers. Complaints from customers and anti-noise groups, coupled with extensive research, prompted the policy change.

Sales 97

Sales E-commerce Retail Manufacturing 97

Heart of the Customer

JULY 12, 2016

As the summer goes on and the Fourth of July approaches, I’ve found myself thinking once again about the principles that our nation was founded upon. I am reminded that the signing of a document, even one as revered as the Declaration of Independence, was such a decisive point in our history – actually in […]. The post We Hold These Truths: Implementing CX Governance appeared first on Heart of the Customer.

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Government CX 60

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

Callminer

JULY 11, 2016

Thousands of call center professionals. One spectacular location. Five days of inspirational, educational, customer-oriented keynotes, sessions, demos, and more designed to help companies deliver exceptional customer service. This year’s #CallCenterWeek (CCW) in Las Vegas, NV showcased what is becoming increasingly clear: Customers expect service on their own terms whenever they need it, in whatever digital […].

Education 140

Education Customer Expectations Customer Service Contact Center 140

Beyond Philosophy

JULY 13, 2016

What do a Bank, an Airline, and an Online Retailer Have in Common? Consorsbank, Lufthansa, and Zalando—three very different companies—have both undertaken a Customer Experience improvement program. Consorsbank is a bank; Lufthansa is an airline; Zalando is an online clothing retailer. Whilst they each have their unique challenges, their insight on Customer Experience shows us the common obstacles that all of us face when tackling such an important facet of our business.

Customer Experience 111

Customer Experience Retail Touchpoint 111

Customer Bliss

JULY 13, 2016

Guest Post by Chip R. Bell. Chip R. Bell is a renowned keynote speaker and the author of several best-selling books. His newest book is Sprinkles: Creating Awesome Experiences Through Innovative Service. He can be reached at www.chipbell.com. How’s Everything? Ever had a maitre’d, waiter or waitress saunter up to your table and ask the ubiquitous “How’s everything?

Customer Feedback 67

Customer Feedback Innovation Customer Survey Customer Service 67

Provide Support

JULY 12, 2016

8 ways to win more loyal customers with a personal touch. Winning loyal customers does not necessarily take huge marketing budgets. When it comes to customer loyalty, it’s small gestures that get appreciated the most and remembered. Adding a simple personal touch to every interaction you have with your customers has a big impact on how they perceive your brand.

Customer Loyalty 47

Customer Loyalty Sales Customer Service 47

Beyond Philosophy

JULY 12, 2016

Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. The Service-Profit Chain, an enterprise performance and financial results concept introduced by Gary Loveman, James Heskett, W. Earl Sasser, and Leonard Schlesinger in 1994 in Harvard Business Review, and in a 1997 book by the last three authors, can essentially be explained as follows: It is a theory of business management which links employee satisfaction to customer loyalty and profitability.

Customer Loyalty 68

Customer Loyalty Customer Satisfaction Customer Retention Customer Experience 68

The DiJulius Group

JULY 13, 2016

It’s Not All About You Many successful people know how to build rapport. That is how and why they have risen to the success they have. However, what they don’t know is how to teach it and how to train their employees to do it. Former FBI agent, Robin Dreeke, shares how to build rapport […].

Customer Service 40

Customer Service 40

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Customer Bliss

JULY 12, 2016

Episode Overview. Welcome to Episode 13 of my podcast. (It’s lucky, don’t worry.) In this episode, I’m talking with Dave Mingle, the General Director of Global Customer Experience Execution and Planning for General Motors. In our conversation, Dave and I discuss the multi-year path that GM has been on. First, they needed to evaluate and establish the need for embedding customer experience.

Customer Experience 0

Customer Experience Retail Customer Journey Map Social Media 0

Kate Nasser

JULY 13, 2016

JOIN us in People Skills Twitter chat #PeopleSkills July 17, 10amET to explore the dynamics of polar opposites. Host: Kate Nasser, The People Skills Coach™. The post Are Polar Opposites Valuable? JOIN #PeopleSkills Chat July 17th appeared first on KateNasser.com.

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CX Journey

JULY 12, 2016

Image courtesy of kreg.steppe What are your company's desired business outcomes? How did you determine what they would be? First, what are outcomes? They're basically the result - or the consequence - of something, of doing something. In our case, outcomes are the result of putting forth all of this effort to improve the customer experience. Forrester says outcomes are: an achieved end state that can be verified through measurable results tied to a funded top-level initiative defined through the

Net Promoter Score 43

Net Promoter Score NPS Customer Experience 43

Customer Service Training

JULY 11, 2016

The Phonetic Alphabet helps Ensure Accuracy when Dealing with Customers over the Telephone

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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

Customer Bliss

JULY 14, 2016

Short post this week as I’m in the middle of moving, but I wanted to take a few seconds and discuss leadership accountability as relates to customer experience. In the writings and speeches I’ve done, I commonly refer to this as “one-company leadership.” That’s where you need to get to as an organization. The entire company, beginning with the senior leadership team, needs to be on the same page with regard to what the customer experience is — and why it’

Customer Experience 61

Customer Experience B2B Sales Innovation 61

Kate Nasser

JULY 12, 2016

Replace these defensive reactions to negative feedback in business, w/ trust building accountability. 20+ examples from The People Skills Coach™. | Leadership, Teamwork, Employee Engagement, Customer Service. The post Prevent 20+ Defensive Reactions That Kill Business Relationships appeared first on KateNasser.com.

Customer Service 40

Customer Service 40

CX Journey

JULY 14, 2016

Image courtesy of Mr. Attacki Today I'm pleased to share part one of a two-part guest post by Paul Laughlin. I often write about topics like better target marketing or marketing effectiveness measurement. So it seems like a natural next step to cover how to ensure you develop the right stuff to market in the first place. Do you know how to generate insights to do this?

Non-Profits 35

Non-Profits Gambling Start-ups Finance 35

Customer Service Training

JULY 11, 2016

I've just spent a good 20 minutes looking at the site, and I've bookmarked to come back.

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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

JULY 12, 2016

There's a goldmine of valuable data in the cross-channel interactions customers conduct. 1to1 Media's Tom Hoffman recently met up with Jason Rose, Gigya Senior Vice President, Marketing, to discuss key trends in customer identity management and how information shared by customers in their omnichannel interactions can be used to deliver more personalized customer experiences.

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Customer Experience Omnichannel Customer Loyalty Customer Service 32

Kate Nasser

JULY 10, 2016

A much needed leadership reset: Replace easy feelings & behaviors that cause unforeseen trouble. Employee engagement tips fr The People Skills Coach™. The post Leadership Reset: These Easy Feelings Are Not Truly Easy appeared first on KateNasser.com.

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1 to 1

JULY 14, 2016

On Thursday, Mastercard unveiled enhancements to its digital payments service, Masterpass, making it easier to make mobile payments across a wider number of channels and devices. Masterpass was already available for online purchases that were made on phones, tablets, and other devices. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

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Sales Customer Experience 22

1 to 1

JULY 12, 2016

You've heard of "Christmas in July," but what about Black Friday in July? Yesterday, for the second year in a row, Amazon held its Amazon Prime Day, its mid-year Black Friday type of event. The single day of deals started last year when the company celebrated its 20th anniversary. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

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Retail Sales Customer Service Customer Experience 26

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.

Retail