Customers That Stick
AUGUST 29, 2016
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Beyond Philosophy
AUGUST 31, 2016
Many companies are attempting to improve their Customer Experience focus on some of the right things and then ignore the others. Why? They don’t know what to do next. So while the vast majority of companies today know that putting the Customer at the heart of everything they do is important, when it’s time to do it, they are flummoxed. Here is a step-by-step guide to help you implement your new and improved Customer Experience.
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Heart of the Customer
AUGUST 29, 2016
In every customer journey, some interactions matter more than others. There are certain moments that cause customers to leave you, some that potentially lead to stronger engagement, and some that cause a customer to be much more expensive to serve. We call these key interactions a “Moment of Truth,” and it is one of the […]. The post Your Moment of Truth appeared first on Heart of the Customer.
Customer Bliss
SEPTEMBER 1, 2016
I wanted to talk for a quick second about strategic management in customer experience. If you’ve been listening to my podcast — and the next episode is No. 20, which is crazy — you’ve probably heard many CCOs and other senior customer experience leaders talk about strategic management. I’ve been blessed to have some great guests who really “get” it, but over the years I’ve obviously also encountered people that miss the concept of strategic managem
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Comm100
SEPTEMBER 1, 2016
Social media. The ultimate double-edged sword of customer care. On the one hand, social media provides businesses with a premier location to engage with customers, address emerging problems, and discuss service improvements. On the other hand, social media can be a shaming ground where underperforming businesses are raked over the coals by everyone with an internet connection and a chip on their shoulder.
Beyond Philosophy
AUGUST 29, 2016
By now, it’s clear to many of you that your Customer Experience is an excellent competitive differentiator for your organization. However, if you only consider the aspects of your experience that appeal to people at a logical level only, you are not taking full advantage of what we know about customers and what influences them. All people have different influences that come to bear on what they buy and from whom.
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
AUGUST 30, 2016
Episode Overview. There’s confusion oftentimes in CX work about “customer success” vs. “customer experience.” Are they synonyms? Do they mean very different things? What does it all mean for a CCO? Jose Vergara is the Chief Customer Officer of McKesson Medical Imaging. McKesson (the parent company) is a Fortune 15 company and has been a leader in the health care space for years.
Kate Nasser
AUGUST 31, 2016
What makes interactions labor intensive? How can you make them easier? JOIN #PeopleSkills Twitter chat Sept 4th 10amET to explore people skills labor of love. The post People Skills Labor of Love: JOIN #PeopleSkills Chat Sept. 4th appeared first on KateNasser.com.
Beyond Philosophy
AUGUST 30, 2016
Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. When Customer Retention, my first book on customer behavior was published, now over 20 years ago, one of the strongest reactions voiced was my contention, and the proof offered, that satisfaction and retention were fundamentally different concepts, and that they required different measurement protocols.
Waypoint Group
AUGUST 30, 2016
Part 3: Better marketing ROI from Advocate & Detractor management Welcome to the third installment of our 5-part series about accelerating growth in B2B companies. The first post in the series looked at developing a deeper footprint in accounts and methods to engage “Champions” in that effort, while the second in the series evangelized “owning” a metric and driving a […].
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.
CX Journey
AUGUST 30, 2016
Image courtesy of Pixabay Journey maps are my favorite tool in the CX toolbox. If you've been reading my blog - or following me on social media - for a while, that statement should not be a surprise! I've written many times about the reasons to map , the benefits of mapping , and some of the basic principles to ensure mapping success. By now you know that journey mapping is a necessity if you want to understand the current state of the customer experience.
Kate Nasser
AUGUST 28, 2016
Leader integrity is not defined purely by truthful words. We must consider what the words do. Leadership insight from Kate Nasser, The People Skills Coach™. The post Leader Integrity: Truthful Words Without Creating Doubt & Lies appeared first on KateNasser.com.
1 to 1
AUGUST 29, 2016
Rising consumer expectations and declining customer experiences are a frustrating combination for businesses. . There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
Customer Bliss
AUGUST 31, 2016
Guest Post by Robert C. Johnson: Robert is co-founder and CEO of TeamSupport.com , a cloud-based, B2B software application built to help customer-facing support teams serve clients better through stronger collaboration, superior teamwork, and faster issue resolution. Over the years, the B2B (business-to-business) industry hasn’t exactly taken to adopting the latest customer engagement technology as quickly as its B2C (business to consumer) counterparts.
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.
CX Journey
SEPTEMBER 1, 2016
How will you and your company be celebrating CX Day this year? CX Day is a celebration of customer experience professionals, those folks who work tirelessly to design and deliver a great customer experience to their customers. This day is meant to not only highlight the profession but also to continue to raise awareness of the importance of the customer experience.
Provide Support
AUGUST 30, 2016
Gone are the days when we didn’t need to worry about using social media for customer support. But today, it’s not even a question. According to the Sprout Social report 90% of people surveyed have used social media in some way to communicate directly with a brand. The bad news is that brands reply to just 11% of people leaving the majority of inquiries ignored.
1 to 1
AUGUST 30, 2016
It's unquestionable that for most businesses, customer reviews have become a critical part of customer engagement. In addition to the traditional aspects of running a business, business owners are increasingly paying attention to what's being said about them online. Yelp has emerged as one of the top sites where customers go to heap compliments and complaints on businesses.
1 to 1
AUGUST 30, 2016
How many photos are floating around the Internet? The answer is staggering. In 2014, people uploaded an average of 1.8 billion digital images every day, according to Mary Meeker's Internet Trends Report. And according to data released by Google, in 2015, we uploaded 24 billion selfies on Google Photos alone, not counting photos shared on other sites like Facebook or Instagram.
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
AUGUST 31, 2016
The foundation of any customer journey is a strong website. A brand’s website serves as the digital home for all online and digital channels and is the key to converting anonymous Internet users into engaged fans and customers. At 1to1 Media we realized that our digital home needed some renovations to keep pace with our audience’s changing digital consumption habits.
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