Beyond Philosophy
JUNE 18, 2015
Many of us would like to know the secret to lasting happiness. Everyone has ideas of course, and not a few of them involve material items. But science might prove that it doesn’t. Dr. Thomas Gilovich, a professor at Cornell University, believes that material items might provide happiness—but it doesn’t last. The problem is as soon as we have the item, we slowly get used to having it.
Customers That Stick
JUNE 16, 2015
A few weeks ago, I stopped by a big box electronics store to make a quick purchase. I had dropped my wife at an appointment and decided to run a few errands until she was done. In this brief trip, I was reminded of how damaging it can be to ignore customers. I was shopping for a Bluetooth speaker system. I had purchased a larger set of Bluetooth speakers two years ago, as we wanted something loud enough to be used in the back yard.
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Win the Customer
JUNE 18, 2015
Too often social interactions simply fail to live up to customer expectations. Comments, messages, and other info make a lot of noise, but fail to deliver any real value. Extending the ability to deliver customer service across social channels is a strategic opportunity that more and more organizations are turning to, but some key fundamental challenges must be overcome […].
Heart of the Customer
JUNE 18, 2015
I love this quote from Mark Van Wagenen, Director of Global Customer Experience at Hertz. My friend and client Lori introduced it to me, and it perfectly encapsulates one of the problems we have in customer experience: Are you trying to make your customers love you more or to hate you less? It’s not a […]. The post “A dirty car hurts you more than a clean car helps you.” appeared first on Heart of the Customer.
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Beyond Philosophy
JUNE 16, 2015
Jeff Bezos said, “A brand for a company is like a reputation for a person. You earn reputation by trying to do hard things well.” Amazon’s tries hard to provide an excellent experience for their Customers. By consistently doing what it takes to build an excellent Customer Experience, Amazon enjoys an excellent reputation as a brand and continues to grow in influence and strength.
PeopleMetrics
JUNE 18, 2015
A few days ago, a LinkedIn follower asked me about my advice to focus on one thing at a time in customer experience strategy. “Can’t you focus on everything at once?” he asked, paraphrased. “Because that worked for us.”. To which I replied, “Maybe” (only in more words). Then I stumbled on an analogy, which was edited down so mercilessly it became unintelligible.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Kerry Bodine
JUNE 18, 2015
Have you seen the website Honest Slogans ? Its clever creators juxtapose well-known brand logos against taglines that would make their respective brand managers cringe. My favorites include: Best Buy : Try it out before buying it on Amazon. Gillette : We’re just going to keep adding more blades. WebMD: Convince yourself that you have a terminal illness.
Beyond Philosophy
JUNE 17, 2015
Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy. Defining the Objective(s) and Mechanics of Your Content Marketing Strategy. Content marketing continues to be on the upswing as a method of building connections and relationships with target audiences. Its goal is to drive visitors to a web site to identify, and obtain, desirable content.
PeopleMetrics
JUNE 16, 2015
On your marks…. Let's start …. The CX Feud! (DISCLAIMER: The CX Feud is a game in which 150 customer experience professionals took our assessment about the presence, or absence, of customer centricity practices in their organizations. Any resemblance to game shows real or fictitious is coincidental and rather surprising, if you ask us.). The Survey Says.
Win the Customer
JUNE 17, 2015
What is Mobilegeddon? It refers to Google’s latest search algorithm update, which has promised to penalize websites with a poor user experience. One month on from Mobilegeddon, what have we learned? Although the impact has not yet been significant, there have been some key players affected by the release already. After monitoring the search landscape […].
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.
Kate Nasser
JUNE 14, 2015
Leadership agility: Don't confuse consistency w/ status quo & uniformity. Agility & consistency produce success amid change. The People Skills Coach™. The post Leadership Agility: Consistency & Agility Are NOT Enemies appeared first on KateNasser.com.
Provide Support
JUNE 15, 2015
Today we cannot deny that multitasking has become an inevitable fact of any customer care agent’s workflow. It is really shocking as we all know that multitasking causes drops in productivity and increases the number of errors made by customer service reps. No matter what kind of customer service options your company provides, your team faces the multitasking challenge on a daily basis and nothing can be done to prevent this.
Customer Bliss
JUNE 16, 2015
Annual planning is a missed opportunity for driving customer profitability inside the corporate machine. The silos usually pick their projects and plan their budgets independent of one another. Without common accountability targets, actions will continue to be planned tactically, based on the individual annual plans of the silos. Companies need an ongoing roadmap to define where they want to make progress in customer profitability, customer loyalty, and customer experience delivery.
CX Journey
JUNE 16, 2015
Image courtesy of Dana Lookadoo When the going gets tough, does your company give up? Or does it get going? You're a customer experience professional, right? Even if you're not, I think you'll appreciate this story/post. How much does the following scenario describe your company? You've made some strides with your customer experience initiatives. You've gotten buy-in from (some) executives, or so you've been told.
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.
Kate Nasser
JUNE 17, 2015
JOIN People skills global Twitter chat 6/21 10amET to explore interaction between introverts and extroverts. Host: The People Skills Coach™. The post Introverts and Extroverts: JOIN #Peopleskills Chat June 21st 10amET appeared first on KateNasser.com.
InteractionMetrics
JUNE 17, 2015
Earlier this month, I discussed how to improve your customer satisfaction survey in a GoToAssist webinar. Participants shared lots of comments and questions, so here are a few more ideas and resources. Participants shared lots of comments and questions, so here are a few more ideas and resources. One person said they learned about what NOT to do with their satisfaction survey, but they wanted to hear more about what they SHOULD do.
The DiJulius Group
JUNE 17, 2015
BKIFG has a Secret Service Day for their employees – Benson Kearley IFG, an Insurance company headquartered in Toronto, Canada, whose long legacy of being world-class to their own Customers, is being featured in The Customer Service Revolution. However, they recently took experience to a new level for all their employees. As a result of […].
CX Journey
JUNE 19, 2015
Image courtesy of potiondesign Is your entire company - executives and employees alike - aligned with and around the customer? Do they know who your customers are? Do they understand the customer experience? How are you getting employees immersed in the customer experience? What tools or approaches have you been using? Are you looking for some new tools to help with this?
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
JUNE 16, 2015
The healthcare industry is undergoing dramatic changes, not the least of which is an increased focus among payers (healthcare insurers) and providers (physicians, hospitals, clinics, etc.) on customer centricity. Payers who historically had customers funneled to them by employers are now beginning to market to individual customers. But payers aren't the only healthcare industry participants that are blazing new trails in customer centricity.
Customer Bliss
JUNE 16, 2015
Annual planning is a missed opportunity for driving customer profitability inside the corporate machine. The silos usually pick their projects and plan their budgets independent of one another. Without common accountability targets, actions will continue to be planned tactically, based on the individual annual plans of the silos. Companies need an ongoing roadmap to define where they want to make progress in customer profitability, customer loyalty, and customer experience delivery.
Fonolo
JUNE 17, 2015
The training you provide to your contact center employees prepares them for what’s to come in the workplace and helps them incrementally improve their skills. Rather than put people outside their comfort zones by asking them to perform tasks they know nothing about or complete requests they haven’t been introduced to, you ease them into a position of leadership by giving them the skills they need to be successful.
Kerry Bodine
JUNE 16, 2015
No two customer journeys look the same. No two customers will ever interact with you in exactly the same way at exactly the same time—nor will they share exactly the same perceptions, thoughts, emotions, and memories about those interactions. And yet, to create customer journey maps , we need to assume some degree of similarity amongst our customers and their experiences with us.
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JUST RELEASED! New research reveals 92% of business leaders would like to provide additional training to their customer service representatives. Soft skills training stands out as a priority area of investment and/or improvement. Check out The Northridge Group’s latest CX research report —the 7th annual CX survey of 1,000 customers and 250 business executives—to see additional statistics as well as insights that businesses can use to benchmark their customer service and improve the overall exper
1 to 1
JUNE 18, 2015
Customer relationship management, or CRM, is having a renaissance. The promise of CRM was that it would streamline customer service, marketing, and sales efforts with a unified view of the customer, but the technology was dogged by complaints of clunky and expensive software. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
1 to 1
JUNE 17, 2015
Every brand has its own story to tell. Yet, when it comes to social media, many companies still struggle to find the right words. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
1 to 1
JUNE 19, 2015
While kicking off a project last October, a client showed us slide after slide of reports, architectures, and data flows. Overwhelmed by information, the client looked at us and asked, "what do I do with all this data?" A plea for help I have heard on almost every engagement since. Due to this trend, I am starting a blog series answering the question from a multitude of perspectives.
1 to 1
JUNE 15, 2015
The IKEA brand epitomizes innovation. In the exploration and creation of its flat box packaging and self-assembly in the 1950s, the Swedish retailer reinvented the way consumers purchase and receive furniture. But IKEA and other innovators can't stop with their one lightening idea. They must continuously evolve. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney
Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib
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