Customers That Stick

MAY 26, 2015

Customer service in the real world sometimes comes down to a negotiation. When you have an issue to resolve, often you and your organization are trying to find a way to make the customer happy without giving away the store and the customer (usually) is trying to get what she feels is fair. While I don’t think negotiation is the best framework for viewing these situations , the underlying dynamic can be remarkably similar.

Customer Service 143

Customer Service Gaming Start-ups 143

Beyond Philosophy

MAY 26, 2015

In this series, professionals share what they’d do differently — and keep the same. Follow the stories here and write your own (please use #IfIWere22 in your post). George Bernard Shaw (no relation) said… Youth is wasted on the young.”. As it becomes more and more of a stretch for me to claim youth, I must admit I see the wisdom in Shaw’s words.

CEM 142

CEM Customer Experience Management Customer Experience 142

Win the Customer

MAY 26, 2015

Strong research on the impact of customer experience on the bottom line from SAP, Forrester, Deloitte, Accenture, Gartner, and Harvard Business Review can be a great starting step towards winning buy-in from leaders and executive on the need to invest in customer service. It doesn’t matter that you have read all the blog posts and thought pieces and […].

Customer Experience 140

Customer Experience Customer Service 140

Heart of the Customer

MAY 27, 2015

Michael Jordan had Phil Jackson. Walter Payton had Mike Ditka. Look at any great athlete, and you probably see a great coach. But it’s not just athletes. Former CEO Brad Anderson used multiple coaches as he drove Best Buy to new heights. According to a 2013 study by the Center for Leadership Development and Research […]. The post Why Agent Coaching is the Key to Customer Loyalty appeared first on Heart of the Customer.

Customer Loyalty 79

Customer Loyalty Customer Experience 79

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Provide Support

MAY 25, 2015

8 Tips to increase customer support staff productivity. The question of employee productivity has always been a major concern for any company that is trying to evolve and grow. And indeed, productivity is closely tied with the income rate. Perhaps, every business at some point of their existence has questioned how to increase the productivity of their customer service staff without wearing people out and increasing their stress.

Customer Service 89

Customer Service Customer Satisfaction 89

Kate Nasser

MAY 24, 2015

You would think that holacracy (flat orgs.) would be every employee's dream. Not so. Here's why. Kate Nasser, The People Skills Coach™ reveals why emps. like hierarchy. The post Holacracy: Why Employees Like Hierarchy | #leadership #peopleskills appeared first on KateNasser.com.

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Customer Bliss

MAY 28, 2015

Beloved companies aren’t afraid to be themselves. They give employees permission to drop the “corporate veneer.”. They encourage employees to take the best version of themselves to work and into their relationships with customers. Beloved companies work hard to eliminate the feeling of “big company” and “little customer.”. The Container Store, urges their people to act so flexible that they give a “Gumby” award, to WestJet’s self-effacing title of “Big Shot” for their executives, the people insi

CX 83

CX Customer Experience 83

CX Journey

MAY 27, 2015

Image courtesy of sandy_water How do we ensure that everyone in the organization is on the same page when it comes to customer experience? My latest post has me thinking about a quote I stumbled upon the other day from Edmund Wilson: No two persons ever read the same book. Wow! Isn't that the truth. Think about books you've read; think about books you've discussed, either back in school or with friends or colleagues.

CX 70

CX Customer Experience 70

Kate Nasser

MAY 27, 2015

People skills global Twitter chat (#Peopleskills) to end bullying is on May 31, 2015 10amET. JOIN The People Skills Coach™ & community to stop bullying! The post End Bullying Rally: JOIN #Peopleskills Chat May 31st 10amET appeared first on KateNasser.com.

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77

ProProfs

MAY 27, 2015

Awesome news, game lovers! At ProProfs, we’ve got some enticing gaming delights for you to enjoy with friends and family. Yes, we’ve been working hard to add a fresh list of awesome brain-teasers , logic games and puzzles to our list of ProProfs Games that you can play during your free-time or just whenever you’re in the mood to tickle your brain cells.

Gaming 58

Gaming 58

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

Waypoint Group

MAY 28, 2015

Unfortunately for B2B companies, getting a boost in sales doesn’t come from a Tonight Show debut or a Colbert Bump, like it would for artists or public figures. These days you’ve got to growth hack your way to the top. If you’re a B2B marketer, you may attempt to make a viral video, or better yet, use a strategic account based approach to engage with prospects.

B2B 56

B2B Close the Loop NPS Customer Feedback 56

The DiJulius Group

MAY 28, 2015

Don’t let the Noise distract you – Every business in every industry has noise, and the vast majority of businesses get distracted by it and lose focus of what is truly important to the Customer. Noise is what is going on that is out of your control: the economy, government regulations, competition that is heavily […].

Government 56

Government Customer Service 56

1 to 1

MAY 26, 2015

Experts and analysts continue to exploit millennials as scapegoats in this era of rapid digital adoption, yet anyone can see that mobile usage spans the generations. From toddlers playing with their parents' iPhone in the supermarket, to senior citizens texting from their flip phone at the mall, mobile knows no age limit. Sadly, however, neither does indecency.

Customer Experience 52

Customer Experience 52

Customer Bliss

MAY 28, 2015

Beloved companies aren’t afraid to be themselves. They give employees permission to drop the “corporate veneer.”. They encourage employees to take the best version of themselves to work and into their relationships with customers. Beloved companies work hard to eliminate the feeling of “big company” and “little customer.”. The Container Store, urges their people to act so flexible that they give a “Gumby” award, to WestJet’s self-effacing title of “Big Shot” for their executives, the people insi

CX 40

CX 40

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

ClearAction

MAY 28, 2015

If It’s Called Customer Experience, Why is it All About the Company? ClearAction’s Lynn Hunsaker interviewed by Janice Cuban , MarCom Guru. While companies clamor to get their share of revenue from new and existing customers, the delta between what brands say they do for customers and what actually happens has never been larger. Perhaps it’s because of stats like: 90% of executives say that customer experience is central to their strategies , but a whopping 86% don’t expect to see a signif

Customer Experience 110

Customer Experience Social Media Customer Experience Management Customer Journey Map 110

ProProfs

MAY 25, 2015

With ProProfs, you can create surveys 10 times faster with the help of instructors. Your team of instructors can create bulk surveys in a short time for you. You can also manage instructors under a single ProProfs account and allow them to share surveys for review with each other. A team of instructors working for you speeds up the process of creating surveys while ensuring that the quality standards are met with peer review.

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1 to 1

MAY 26, 2015

Customers aren't just multichannel. They're increasingly cross-channel as they use a variety of different touchpoints to find information about product and services they're interested in. So while customers don't necessarily think of themselves as omnichannel, they do expect the companies they interact with to know which touchpoints they were last using before reaching out to a customer service agent for additional help.

Omnichannel 51

Omnichannel Customer Service Touchpoint Customer Loyalty 51

Customer Bliss

MAY 26, 2015

Would you want to read your company emails, packing slips and bills? Surprisingly, few businesses have clued in to the fact that their communication exposes how much they consider the customer on the other end. Most companies consider these communication touch points as tasks they have to execute – not opportunities to showcase their personality and connect with customers in a real and human manner.

CX 81

CX Customer Experience Customer Loyalty 81

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

MAY 24, 2015

Earlier this month, Whole Foods announced its plan to open new lower-priced stores next year aimed at Millennials. The new stores will cater to the younger generation of consumers who don't have the disposable income to spend at the chain, nicknamed "Whole Paycheck." Co-CEO Walter Robb said the stores also will have "modern, streamlined design, innovative technology, and a curated selection.".

Innovation 46

Innovation Technology Technology Customer Loyalty 46

1 to 1

MAY 27, 2015

When I purchased my car more than 10 years ago, it involved several visits and phone calls with the dealer before all my questions were answered. Today, dealerships and other industries are speeding up communications with mobile-focused tools, including SMS messaging. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Customer Service 36

Customer Service 36

Customer Bliss

MAY 26, 2015

Would you want to read your company emails, packing slips and bills? Surprisingly, few businesses have clued in to the fact that their communication exposes how much they consider the customer on the other end. Most companies consider these communication touch points as tasks they have to execute – not opportunities to showcase their personality and connect with customers in a real and human manner.

CX 40

CX Customer Experience Customer Loyalty 40