Callminer

MARCH 21, 2016

Compliance doesn’t just happen – call centers need to deploy the right tools and strategies.

Compliance 182

Compliance Customer Service 182

Beyond Philosophy

MARCH 23, 2016

In this series, professionals debate the state – and future – of their industry. Read more here , then write your own #MyIndustry post). It’s not as lonely at the top as it once was. Where the standard C-Suite many years ago was a triumvirate of power shared between the CEO, the COO, and the CFO, today there are CIOs and CMOs, too. Now, I propose they make a little more room for the latest addition to the leadership: The Chief Customer Officer (CCO).

Engineering 113

Engineering Invoicing Customer Experience Start-ups 113

Customers That Stick

MARCH 20, 2016

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.

Customer Service 112

Customer Service 112

PeopleMetrics

MARCH 22, 2016

Joseph A. Michelli’s recent book, Driven to Delight , is centered on the customer-centric transformation and ongoing customer experience strategy at Mercedes-Benz USA. After reading the book, I had a few questions about some of the content and strategies Joseph covered. And here’s what resulted from the exchange. George Jacob: Joseph, what compelled you to write about the customer experience transformation at Mercedes-Benz USA?

Customer Experience 74

Customer Experience Sales Engineering Innovation 74

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Heart of the Customer

MARCH 23, 2016

Guest Post by Scott Carlson On a recent trip to a local bookstore I was having trouble finding a particular title. Not seeing any nearby store associates, I walked to the centrally-located Help Desk hoping to find some assistance. Unfortunately the Help Desk was not staffed and there were already two customers queued up ahead […]. The post Creating a Culture of Empowerment: Letting Your Employees Help Your Customers appeared first on Heart of the Customer.

Customer Experience 60

Customer Experience 60

Beyond Philosophy

MARCH 21, 2016

Hiring people is one thing. Getting them engaged about their employee experience after they are hired is something else. However, in the job market we find ourselves in 2016, the two activities are critically important and intrinsically linked. The job market conditions are changing. Fortune ran an article at the end of last year that said, “It looks like the ‘jobless recovery’ has finally breathed its last breath.

Social Media 113

Social Media CEM Start-ups Customer Experience 113

Customer Bliss

MARCH 24, 2016

Customer desire is an emotion, and emotions can bond you with your customer. Companies that understand the powerful emotional pull of customer desire obsess about getting to know their customers and learning their desires. (And sometimes those desires can be simple. Go back to listening to customers and learn how achievable customer desire may be.).

Innovation 68

Innovation Customer Experience 68

Kate Nasser

MARCH 19, 2016

When you must interact amid disrespect, how can you respond w/ dignity? 7 key insights fr The People Skills Coach™. | Leadership | Morale | Career. The post People Skills: Responding to Disrespect With Dignity | #PeopleSkills appeared first on KateNasser.com.

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64

Kerry Bodine

MARCH 21, 2016

This is my forward to Guy Nirpaz’ s new eBook on customer success, Farm Don’t Hunt , available today on Amazon. The disciplines of marketing and sales have traditionally owned a controlling stake in building customer relationships. On the surface, this makes a certain amount of sense: We need to make customers aware of our offerings and get them in the door.

Touchpoint 54

Touchpoint Customer Relationship Sales Customer Experience 54

CX Journey

MARCH 24, 2016

Image courtesy of avrene Today I'm pleased to share a guest post by Adam Rogers at Kayako. There is an abundance of metrics out there that can measure the quality of your customer support. But which one really shows how loyal your customers are? When measuring customer support, metrics help you see whether the service you’re providing meets the expectations of your customers.

NPS 53

NPS Customer Loyalty Net Promoter Score Customer Satisfaction 53

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

The DiJulius Group

MARCH 23, 2016

Carle Publishing is a great example of a business that made the Customer Experience they deliver their #1 competitive advantage. Carle Publishing, headquartered in Eastern Canada, competes in a specialized niched marketing industry. However, they have been experiencing incredible sales growth and Customer retention. Carle Publishing creates customized printed and digital magazines for regional and […].

B2B 40

B2B Customer Service Customer Retention Sales 40

Kate Nasser

MARCH 23, 2016

We read many leadership posts on change resistance. In the end, we must find & dispel the fears to succeed. Kate Nasser, The People Skills Coach™. The post Change Resistance: Seek & Replace Crippling Fears | #Leadership appeared first on KateNasser.com.

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1 to 1

MARCH 25, 2016

Companies across all industries are realizing the benefits of video. From Security First Insurance, which delivers personalized, interactive videos to customers; to Jeep, which offers native video ads, video is fast becoming the channel of choice to engage customers. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

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CX Journey

MARCH 22, 2016

Image courtesy of Phillie Casablanca How do you identify, measure, and resolve painpoints and difficulties that your customers experience when they are trying to do some job with your products? I'm a huge advocate of journey maps as a tool to help you walk in your customers' shoes in order to better understand the steps they go through to do some job or to achieve some task with your organization.

Innovation 44

Innovation Customer Journey Map Construction Gaming 44

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

Provide Support

MARCH 22, 2016

The world is rapidly changing, and so is customer service. If you think your business is offering outstanding service now, the truth is that with the ever changing customer expectations, what seems satisfactory today might simply be outdated within half year. Is your organization keeping up with the pace? As customer service and customer experience have become key diffentiators for brands across all industries worldwide, it has never been more important to know as much as you can about your cust

Customer Service 50

Customer Service Customer Expectations Customer Experience 50

Kate Nasser

MARCH 23, 2016

Leaders who chart new territory, products, & markets inspire employees. Yet ego craving leadership firsts undermine morale. Choose wisely. Latest from The People Skills Coach™. The post These Ego Craving Leadership Firsts Undercut Morale appeared first on KateNasser.com.

Innovation 43

Innovation 43

1 to 1

MARCH 24, 2016

Gone are the days when product quality, price, and customer service were enough to win customers. Today customer experience--how customers feel about a brand and their encounters with the brand--is the new battleground. But customer experience itself has become a commodified term. At the Adobe Summit in Las Vegas, Adobe attempted to put a fresh spin on efforts to help businesses better engage and serve customers with a stable of new product rollouts and upgrades.

Customer Experience 28

Customer Experience Customer Service 28

1 to 1

MARCH 21, 2016

This weekend's NCAA Men's Division I Basketball Championship games resulted in improbable upsets and jaw-dropping plays. Whether it's Gonzaga's win or Michigan State's loss, March Madness ended with a lot of surprises. Many of your employees are checking their brackets this morning and either celebrating their wins or licking their wounds. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Gaming 28

Gaming 28

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 22, 2016

I recently took my mother to a community theater performance of "The Music Man." Since my mom is in her 80s and has some trouble getting around, I picked a theater close to where she lives that would be easy for her to navigate. We both enjoyed the show a lot and it was great spending the day with her. The story I'm about to share isn't really about the theater experience but a related customer experience that occurred earlier in the day.

Customer Experience 26

Customer Experience Customer Loyalty 26