Beyond Philosophy

SEPTEMBER 22, 2015

According to trendwatching.com, the feelings a Customer has when they are getting excellent Customer service are the same as the feelings they have when they feel love. I couldn’t agree more. Most excellent Customer Experiences leave Customers feeling valued and important, or, in other words, feeling the love. There are three things that great companies that have excellent Customer Experiences do in common to make Customers feel the love.

Gaming 167

Gaming Customer Experience Customer Service CX 167

Bill Quiseng

SEPTEMBER 21, 2015

In the book Good to Great, Jim Collins writes that “People are not your most important asset. The right people are.”. Customer service is all about building relationships – relationships with superiors, direct reports, vendors and customers. Stephen Covey, author of The 7 Habits of Highly Effective People, claims that success in any job is 20% knowledge and 80% interpersonal skills.

Customer Service 155

Customer Service Social Media Education Customer Satisfaction 155

Customers That Stick

SEPTEMBER 22, 2015

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Customer Service 138

Customer Service 138

The DiJulius Group

SEPTEMBER 22, 2015

The top 8 reasons why your Customer service may be failing 1. Lack of Executive Sponsorship – It is a proven fact that any big initiative, project, or revolution has to have the support of the senior leadership team. Otherwise it will be considered flavor-of-the-month or management-by-bestseller. The senior leadership team has to provide […].

Customer Service 97

Customer Service 97

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Beyond Philosophy

SEPTEMBER 24, 2015

Why we do what we do is a fascinating science. The brain has interesting ways to interpret the world around us and spur us into action. Knowing the brain drives our behavior, you would think those with high intelligence would have the upper hand in making good decisions. Studies have shown, however, this is not the case. In many ways, intelligence can lead smart people to make dumb decisions, creating problems for their managers.

Government 150

Government CX Customer Experience 150

C3Centricity

SEPTEMBER 20, 2015

Marketing is a great profession. I’ve worked in or with marketing teams for most of my career. From the outside, they are seen as the department that comes in late, parties every night and gets to talk about advertising at conferences in exotic places. For those in operations or finance, they don’t seem to be that [.]. The post Marketers, Do You Know Everything You Should?

Finance 91

Finance 91

Provide Support

SEPTEMBER 22, 2015

Social Media in Customer Service. Complaining customers are, unfortunately, an inevitable fact of business life. The way you respond to and handle their complaints will determine whether your customers share on social media how terrible your company is or will remain happily loyal to your brand. Today social media channels are used not only for chatting with friends, they have also become a powerful source of sharing experiences and complaining about products or services.

Social Media 87

Social Media E-commerce Customer Service Legal 87

Customer Bliss

SEPTEMBER 22, 2015

In a Customer Leadership job, you must understand what customers and the company need, deliver it to them, and remind them that you gave it to them. Marketing hope helps customers believe that the company is listening and acting on their words. It jolts the naysayer out of thinking things can’t or won’t get done. It’s absolutely essential to getting the future momentum you need by feeding the organization hope one morsel at a time.

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CX Journey

SEPTEMBER 24, 2015

Image courtesy of humansdevel Today I'm pleased to share a guest post by Paul Laughlin. Different businesses continue to use the term “Customer Insight” to mean different things. In our poll of over 100 customer insight leaders, only half considered data management or database marketing to be part of Customer Insight. The majority also had only research reporting into them, not analytics.

Non-Profits 71

Non-Profits Predictive Analytics Age of the Customer Sales 71

Kate Nasser

SEPTEMBER 23, 2015

Memories are a powerful force in people skills, relationships, careers, and business. JOIN The People Skills Coach™ in Twitter chat to explore/discuss. Hashtag: #Peopleskills. The post Memories & Their Effect: JOIN #Peopleskills Chat Sept. 27th 10amET appeared first on KateNasser.com.

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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

Provide Support

SEPTEMBER 24, 2015

10 Rituals Of A Successful Live Chat Session. “We are what we repeatedly do. Excellence, then, is not an act, but a habit.” — Aristotle. Being successful in any field is about constantly doing the right things. Expertise and professionalism in customer service yield from thousands of routine customer interactions we perform daily. The way these communications are handled can make a huge difference.

Start-ups 81

Start-ups Customer Service 81

Kerry Bodine

SEPTEMBER 23, 2015

Join us for a hands-on customer journey mapping workshop in the heart of San Francisco! I’m thrilled to announce our first open enrollment workshop: November 17, 9:00 – 5:00 & networking dinner. November 18, 9:00 – 4:30. Whether you’re just getting started with customer journey mapping or looking for a methodology refresh, our two-day interactive workshop will help you develop the skills and know-how you need to effectively employ journey mapping within your organization.

Customer Journey Map 59

Customer Journey Map Customer Experience 59

CX Journey

SEPTEMBER 22, 2015

Image courtesy of briansotherphotopage Half the money you spend on customer experience is wasted. Well, that's a pretty bold statement coming from someone who advocates designing and delivering a great customer experience! Hold tight. It's not quite as crazy as it sounds! I came across this quote the other day. Half the money I spend on advertising is wasted; the trouble is I don't know which half.

Net Promoter Score 68

Net Promoter Score CX Voice of the Customer Customer Experience 68

1 to 1

SEPTEMBER 20, 2015

Tomorrow brings with it the end of summer, but I'll look back with fondness, as I gave birth to my daughter, Evelyn in July. While on maternity leave, I took note of some customer experiences that caught my attention--some that I praised and others that left me scratching my head. Here's my list of the most noteworthy customer experiences from the summer of 2015.

Customer Experience 53

Customer Experience Customer Loyalty Customer Service 53

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

1 to 1

SEPTEMBER 22, 2015

Invariably, customer-facing employees will have to deal with a difficult customer. In some cases, a customer is upset about a bad experience they had with a company. In other instances, a customer may be lashing out at an employee due to angujish in his or her personal life. Regardless of the circumstances, it's vital for customer-facing employees to allow customers to communicate their frustrations, listen closely as to why a customer is upset, be empathetic, responsive, and considerate, and tr

Customer Loyalty 40

Customer Loyalty Customer Service Customer Experience 40

1 to 1

SEPTEMBER 24, 2015

Last weekend I celebrated my first wedding anniversary. Anyone who saw my inbox though would assume that I was about to be married, judging by the many emails about wedding dresses, limos, and flower arrangements that merchants continue to send me a year after my wedding. What would be more useful is information about what to do after a wedding. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

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1 to 1

SEPTEMBER 22, 2015

Most retailers equip their clothing with sensors that prevent thieves from leaving the premises without setting off an alarm. Some even put sticky tabs inside handbags and wallets that leave an annoying (and destructive) residue. High-end stores also employ security guards to provide extra protection. But what happens when one of the biggest names in retail overlooks something even more dangerous than theft?

Retail 36

Retail Voice of the Customer Customer Experience 36