Beyond Philosophy
JULY 6, 2016
As a Customer Experience consultancy, Beyond Philosophy , we have worked in China on a few occasions. We learned a few things about what to do and what not to do there, as it pertains to Customer Experience. Three Truths Every Marketer Should Know about CX in China. China is still in the early stages of Customer Experience discovery. China sees us as the thought leadership of Customer Experience.
Heart of the Customer
JULY 7, 2016
We often get calls from organizations who want to hold a journey mapping workshop, but have no time or budget for research. Our willingness varies depending on what the client is looking to accomplish. There are times when a workshop is absolutely the best journey mapping methodology – and times when it’s a train wreck. […]. The post The best (and worst) uses of journey mapping workshops appeared first on Heart of the Customer.
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C3Centricity
JULY 2, 2016
Your brand is not what you think it is! It is what your customers think it is; its brand image, personality and its value to them. I was lecturing at Miami University a couple of weeks ago on brand image and personality. These are two vital elements of branding. They need to be clear and consistently represented in all your communications. If you’re having issues with your own brand in either of these areas, then you’ll find the following article both interesting and valuable.
Customer Bliss
JULY 5, 2016
Episode Overview. Welcome to Episode 12 of The Chief Customer Officer Human Duct Tape Show. In this edition, my guest is Natalie Schneider, the Vice President of Customer Experience at Anthem, Inc. She describes the transformation she is leading for one of the largest national healthcare providers. From assessing the many operations and variations of service to uniting the C-Suite and CEO focus, Natalie walks through her detailed plan with practical advice on how to ensure the work from getting
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Beyond Philosophy
JULY 5, 2016
Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. What makes this question so profound, and so pivotal, in customer experience optimization today is that every aspect of value delivery is at play. Further, it should be understood that all stakeholders are keenly aware of when humanity is being practiced by an organization and when there is an insufficiency or an absence of same.
CX Journey
JULY 7, 2016
Today I'm pleased to share a guest post by Vit Horky of Brand Embassy. Isn’t science awesome? As Bill Nye said, the great thing about it is that it’s true, whether you believe it or not. That’s why I’m so excited about the new research showing that our decisions are guided by emotions in ways we never imagined. This has the potential to completely revolutionize the way we think about customer service.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Customer Bliss
JULY 7, 2016
My goal in coaching leaders and bringing them together is to create an engaged community that learns from one another. Fearlessly, with no holds barred. That has been my intention behind my books, blog, speaking and work as co-founder of the Customer Experience Professionals Association. That is also behind why I have launched a customer experience podcast series – so that we can hear each other’s’ voices and celebrate in our successes and learn from our challenges.
Comm100
JULY 6, 2016
Customer satisfaction is a crucial metric. Knowing how your customers feel about your product, services, and support team is critical to understanding how to grow as a company. Customer satisfaction surveys can help you yield useful data that otherwise could be hard to quantify. Yet knowing what to ask, and then creating a survey from scratch, can be a daunting task.
CX Journey
JULY 5, 2016
Image courtesy of dizzycage Still trying to show executives how your proposed customer experience improvement initiatives impact the bottom line? As you know by now, I'm no stranger to advocating for - and writing about - ROI and building the business case for you employee and customer experience improvements. The implications of investing in both the employee experience and the customer experience are measurable against the bottom line.
Kate Nasser
JULY 4, 2016
We rely on our strengths to succeed in leadership and teamwork. Yet to truly succeed, develop the strength of balance. Latest from The People Skills Coach™. Read more. The post Leadership: Discover the Strength of Balance appeared first on KateNasser.com.
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.
The DiJulius Group
JULY 7, 2016
Your Best is Unacceptable This may sound mean or unsympathetic, but one of my least favorite sayings is “I gave my best.” To me, it is an unacceptable crutch. I don’t want to hear it. My personal feeling is this: when the goal is to accomplish greatness, go where no one or team has gone […].
Customer Service Training
JULY 5, 2016
What makes a good trainer? What makes a great customer service training session?
1 to 1
JULY 5, 2016
One of the most infuriating things for customers is when they are hit with hidden or unexpected fees. Prime examples include being slapped with a double ATM fee for a cash withdrawal (the fee charged when you use an out-of-network ATM and then the penalty that your own bank imposes). Or when a hotel charges separate WiFi fees for each device that's used.
Kate Nasser
JULY 6, 2016
When people have hurt you, try influencing change vs. getting revenge. JOIN People Skills Twitter chat w/ The People Skills Coach™ July 10, 10amEDT/3pmGMT. The post Influencing Change vs. Revenge: Join #PeopleSkills Chat July 10th appeared first on KateNasser.com.
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.
Beyond Philosophy
JULY 4, 2016
Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. Discussion of the myriad and varied ramifications of Digital Transformation is, seemingly, everywhere (and unavoidable). I’m capitalizing the first letter of each word because the pervasiveness of digital transformation has all the feel of Big Data a few years ago and Reeingineering in the 1990’s.
Customer Service Training
JULY 8, 2016
Customer Service Training Icebreaker -free icebreakers to use in your training sessions. Really useful for customer service training.
1 to 1
JULY 3, 2016
Companies today are swimming in data that, if properly leveraged, could be used strategically to drive the business forward. The problem is that Big Data's sheer size overwhelms most marketers. To make businesses more agile, companies should first focus on their small data and look at it as an opportunity to find insights in new places. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
Provide Support
JULY 5, 2016
Highly engaged employees make the customer experience. Disengaged employees break it. – Timothy R. Clark. Are your employees passionate about their jobs and committed to contribute to your company’s goals? If not, you may be facing an employee engagement gap that can have a negative effect on productivity, retention, customer service levels and customer experience.
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?
1 to 1
JULY 6, 2016
Sports Authority customers can expect to hear from Dick's Sporting Goods in the near future. Sports Authority, which recently filed for Chapter 11 bankruptcy protection, has sold its intellectual property including about 114 million customers' files and 25 million email addresses to Dick's Sporting Goods in an auction, Los Angeles Times reports. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
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