Callminer
JUNE 2, 2015
Research shows outsourced contact centers are on the rise. Take a look at 3 ways your BPO can improve the hiring and onboarding process to get the right kind of talent in place.
Heart of the Customer
JUNE 4, 2015
Two years ago I posted Customer Journey Map – the Top 10 Requirements. Since then, it’s been viewed over 60,000 times at this site, as well as many times on other sites. After a little more than two years I decided to revisit it. While the core philosophy remains consistent, we’ve made a few small tweaks […]. The post Customer Journey Maps – the Top 10 Requirements (Revisited) appeared first on Heart of the Customer.
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Customers That Stick
JUNE 3, 2015
Now that Be Your Customer’s Hero is on bookstore shelves and being used by frontline customer service professionals across the country (and the world!) to help them deliver Hero-Class® customer experiences, I wanted to take a moment to publicly thank some important friends and colleagues who played a part in HERO. Many of those listed below were listed in the acknowledgements section of Be Your Customer’s Hero , but so much of the work surrounding a book happens after publication tha
Win the Customer
JUNE 1, 2015
Showing real value to customers, as opposed to gimmicks or short-term value, is one of the greatest ways to win customers and change your business for the better. Getting the right customers for your business depends on how well you can attract and retain your key demographics. Every business has a “sweet spot” – a […].
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PeopleMetrics
MAY 30, 2015
The mechanisms of business can be overwhelming. Even the simplest problems can splinter into energy-sapping challenges—rife with internal hurdles like politics, communication problems, or lack of support. In customer experience management , those challenges can threaten how we relate to customers as people. In our embrace of data points—armed with our head-down, hurdle-jumping mindset—we can turn our noble cause into an awful lot of work.
Beyond Philosophy
JUNE 2, 2015
Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy. For anyone who appreciates a truly customer-centric organization, one that is invested in its stellar reputation for ongoing trust and value creation, customer experience optimization and building employee ambassadorship, Wegmans is the company to emulate. This 90 year old, family-run chain might be the best supermarket retailer in the world, and maybe the best company overall.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Win the Customer
MAY 30, 2015
A logo is the face of your company and is at the front line of your customer experience. From the font size to color choice, your logo says a lot about your brand. Logos help to let customers within your target market identify your business from your competitors. But throwing together a logo for the […].
Kate Nasser
JUNE 2, 2015
Empathy is so important for business relationships and often missing. Does knowledge & experience dull empathy? Insights fr , The People Skills Coach™. The post Does Knowledge & Experience Dull Our Empathy? |#leadership #custserv appeared first on KateNasser.com.
Beyond Philosophy
JUNE 1, 2015
Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy. A recent Forbes article by McKinsey (“Making Loyalty Pay: Six Lessons From The Innovators”), showed that, based on the consulting organization’s recent study, loyalty program participation has steadily increased over the past five years (a 10% annual rate of growth), with the average household now having almost 25 memberships ( [link] ) For all of that growing popularity, there are huge questions for marketers
Kerry Bodine
JUNE 4, 2015
I’m at the at the Total CX Leaders conference and just attended an excellent seminar from Max Luthy, Director of Trends & Insights at Trendwatching.com. It was so on point for companies looking to innovate the customer experience that I feel compelled to share. Max presented six trends that can help you frame your CX innovation efforts: Dynamic pricing.
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.
Customer Bliss
JUNE 4, 2015
One of the hardest skills is for the company to learn how to work cross-functionally. Silos need to make cross-functional collaboration a part of all they do to ensure that the handoffs across the organization are executed for optimum customer interactions. This will seem to slow people down. They will feel frustrated that they can’t own the entire job as they did in the past.
Kate Nasser
MAY 31, 2015
Do your questions give you a great people skills image? Or do they make you seem argumentative & always contrary? Checklist fr The People Skills Coach™. The post People Skills Image: Are You Open-Minded or Contrary? #peopleskills appeared first on KateNasser.com.
CX Journey
JUNE 4, 2015
Image courtesy of Margaret the Novice Does "imitate the competition" describe your approach to customer experience design? Are you more focused on what your competitors are doing than on your own business, customers, and customer experience strategy? I feel like some companies are dumbing down their customers and the customer experience. Why do I call it "dumbing down?
Kerry Bodine
JUNE 3, 2015
I love a good data graphic. One of my favorites comes from the website Flowing Data (and is replicated in the image above). You can clearly see that the number of Rambo’s kills increased across Rambo Parts I, II, III, and IV. You can also see that in each subsequent movie, Rambo makes a larger percentage of these kills with his shirt on! I nearly died laughing when I saw this graphic for the first time—and I immediately assumed that the reason for this torso trend was Sylvester Stallone’s aging
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.
Customer Bliss
JUNE 2, 2015
To prevent customer experience breakdown, you need an enterprise view of what is being delivered and a way to bring the pieces together in the development and execution of the customer experience. If you find you’re constantly fixing customer issues, you need to ensure you’re fixing the company at the same time you’re fixing the customer issues. Take a few minutes to assess your current performance in these categories: Closed Loop on Any Customer Issues?
Kate Nasser
JUNE 2, 2015
Second chances at work and in life - valuable or waste of time? JOIN The People Skills Coach™ in #Peopleskills global Twitter chat June 7th to explore it. The post Second Chances: JOIN #Peopleskills Chat June 7th 10amEDT appeared first on KateNasser.com.
CX Journey
JUNE 2, 2015
Image courtesy of Agpals We advocate hiring for attitude and training for skill, right? Where do you think that attitude comes from? If attitude is defined as: a manner of thinking, feeling, or behaving that reflects a state of mind or disposition (according to The Free Dictionary ), I suppose we need to change the thinking to be: hire for people skills and train for technical skills. or hire for soft skills and train for hard skills.
The DiJulius Group
JUNE 4, 2015
Who is your real competition? If you ask employees this question, most will list five companies from their industry that sell exactly what they do. However, in most cases that isn’t your competition at all. All they really are is the beneficiary of your lack of Customer loyalty. Whether you are a law firm, insurance […].
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?
Customer Bliss
JUNE 4, 2015
One of the hardest skills is for the company to learn how to work cross-functionally. Silos need to make cross-functional collaboration a part of all they do to ensure that the handoffs across the organization are executed for optimum customer interactions. This will seem to slow people down. They will feel frustrated that they can’t own the entire job as they did in the past.
1 to 1
JUNE 2, 2015
Every time I scroll through my Facebook news feed, visions of Lamb Chop come to mind. "This is the song that doesn't end. Yes, it goes on and on, my friends." Low-quality photos and unsolicited opinions flood the page, hurtling me down an expansive rabbit hole of existential contemplation: Why are we here? Why are we wasting our time? Why must people take pictures of their lunch before they eat it?
Beyond Philosophy
JUNE 4, 2015
Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy. More than just a buzzword, ‘being human’, especially in brand-building and leveraging customer relationships, has become a buzz-phrase or buzz-concept. The ‘human’ factor, in marketing, communications, positioning, and experience creation through sales, service, and operations now pervades titles of articles, blogs, white papers, and even books.
ClearAction
MAY 31, 2015
Breaking Down Silos for Customer Experience Management. Since customers see their experience as a horizontal series of steps (journey), are silos of experts across the company negatively affecting customer experience? Yes. We’ve all been through the wringer in our own role as customers and found ourselves in a bewildering maze: "That’s not handled by us; so-and-so will have to take care of you." "Oh, that’s new; department X hasn’t told us all the details yet." "Yes, but that
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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
Customer Bliss
JUNE 2, 2015
To prevent customer experience breakdown, you need an enterprise view of what is being delivered and a way to bring the pieces together in the development and execution of the customer experience. If you find you’re constantly fixing customer issues, you need to ensure you’re fixing the company at the same time you’re fixing the customer issues. Take a few minutes to assess your current performance in these categories: Closed Loop on Any Customer Issues?
1 to 1
JUNE 2, 2015
It's pretty easy to see how pervasive the use of mobile devices has become with consumers. People are tethered to their smartphones just about everywhere - at work, at home, at ballgames, shopping malls, airports, and cafes. As of January 2014, consumers now spend more time on their mobile devices for Internet usage than on desktop PCs, according to comScore.
Beyond Philosophy
JUNE 4, 2015
Are you reading this on a mobile device? If all the statistics about mobile technology are true, the answer is likely yes for 70% of you—maybe more! Chances are, 70% or more of your Customers are reading/Googling/posting on mobile devices about your organization, too. What you present to a mobile audience is now the most important part of your online presence.
Provide Support
JUNE 1, 2015
Am I fit for a customer service job? Many people consider customer service an easy job. However, a lot of young people who took on a customer service position as a start of their career surprisingly find out that it is actually a hard work. So many different skills and a good understanding of human psychology are needed to become successful in it. What does it mean to be successful in customer service?
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
1 to 1
JUNE 3, 2015
It's not a secret that Pinterest, Google, Facebook and other companies don't want users to leave their platforms. Pinterest is adding "buyable pins" that enable shoppers to purchase items directly on its site; Google announced a similar feature with buy buttons on its ads, and Facebook increasingly offers features that encourage users to check in and never leave.
1 to 1
JUNE 4, 2015
No one disputes that treating customers well is the right thing to do: Virtually all respondents in a Forrester Research survey of CX professionals said that executives at their companies consider customer impact to be at least somewhat important when making business decisions. But compared with hard return on investment (ROI) numbers in business cases for other initiatives, CX projects won't get needed funding if their estimated returns are limited to benefits like improved satisfaction or high
1 to 1
JUNE 1, 2015
Competing with Amazon can be daunting. The company has a number of obvious advantages: scale, resources, aggressively low prices, cheap shipping, and a diverse product line. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
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