Win the Customer

DECEMBER 26, 2015

There’s an immense difference between aspiring to deliver exceptional customer service and actually delivering winning customer service. The right team can make the biggest difference in exceptional service experiences. Every time I review customer submitted feedback, I always look for key terms that establish patters for successful customer service interactions or potential negative trends in customers’ experience.

Customer Service 92

Customer Service Start-ups Customer Expectations Customer Experience 92

ClearAction

DECEMBER 31, 2015

Highlights of Customer Experience Strategy Advice. Over the past year, I’ve written quite a bit about customer experience management strategy, including a six-part series about keys to success in the future. Shared vision, strategic planning, and governance are rarely discussed in customer experience literature. Collaboration, teamwork, and involvement of multiple functional areas in taking action on customer insights must be well-thought-out and institutionalized across your company for l

Customer Experience 63

Customer Experience Sports Government CXM 63

Kate Nasser

DECEMBER 27, 2015

What leaders believe directly impacts how they lead. Are your leadership beliefs serving you & your teams? Insight & checklist fr The People Skills Coach™. The post Leadership Beliefs: Are Yours Helping You Lead? appeared first on KateNasser.com.

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Customer Bliss

DECEMBER 29, 2015

The customer experience that gains the most confidence with customers is to get the basics right. These five CX competencies work in tandem to ‘earn the right’ to customer growth: Connect to business growth. Shift attitudes from chasing the score to caring about and improving customer lives to earn the right to growth. Deliver a connected story that get leaders to focus on the important moments (versus silos picking things that they think will give them ‘lift’ on survey scores).

CX 44

CX Engineering Construction Business Growth 44

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Win the Customer

JANUARY 1, 2016

Customer relationship management systems are now merging with social media capabilities enabling organizations to build stronger relationship with customers. Because of the increasing popularity of social media technologies, Customer Relationship Management now gives way to a broader perspective that acknowledges the new capabilities that are a result of social and technological shifts caused by social media applications.

Customer Relationship Management 81

Customer Relationship Management Customer Relationship Social Media CRM 81

ClearAction

DECEMBER 31, 2015

Business-to-Business Customer Experience Advice Highlights. Business-to-business customer experience management has certain complexities and advantages that need to be well understood by practitioners and vendors alike. All too often, it is assumed that B2B needs to be doing the same thing that B2C companies are doing, or that B2B companies are way behind B2C.

Customer Experience 54

Customer Experience Net Promoter Score B2B Voice of the Customer 54

Kate Nasser

DECEMBER 30, 2015

People skills global Twitter chat starts its 4th year w/ the topic discovery and interaction. JOIN The People Skills Coach™ & community to share your views. Jan. 3rd, 2016 10amET/3pmGMT. The post Discovery and Interaction: JOIN #Peopleskills Chat Jan. 3rd 10amET appeared first on KateNasser.com.

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Win the Customer

DECEMBER 29, 2015

Vernon Hill is the most customer-driven banker who has tapped into the power of customer service experience to build one of the fastest growing financial institutions in the world. Metro Bank, in the United Kingdom, run by Vernon Hill, was issued its license by the government’s Financial Service Authority in March 2010. Metro Bank was the first high-street bank to receive such a license in over 150 years.

Customer Service 64

Customer Service Innovation Government Customer Loyalty 64

Customer Bliss

DECEMBER 29, 2015

The customer experience that gains the most confidence with customers is to get the basics right. These five CX competencies work in tandem to ‘earn the right’ to customer growth: Connect to business growth. Shift attitudes from chasing the score to caring about and improving customer lives to earn the right to growth. Deliver a connected story that get leaders to focus on the important moments (versus silos picking things that they think will give them ‘lift’ on survey scores).

CX 40

CX Engineering Construction Business Growth 40

CX Journey

DECEMBER 29, 2015

Image courtesy of Of Shadows and Light Your frontline staff is the window to the soul of your organization. Have you ever thought of them in that manner? They truly are that window. They provide a glimpse into the organization and all its inner workings: your culture , your workplace environment, your employee experience , your customer experience, and more.

Customer Expectations 38

Customer Expectations CX Customer Experience 38

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

1 to 1

DECEMBER 29, 2015

Consumers' use of mobile devices continues to surge. Year-over-year global mobile data traffic is expected to rise 59 percent in 2015, according to Gartner. But even as consumers become increasingly reliant upon their mobile devices to communicate and interact with businesses, this doesn't necessarily translate into a satisfactory mobile experience.

Retail 36

Retail Customer Experience Customer Loyalty Customer Service 36

Shaun Belding

DECEMBER 30, 2015

A skilled customer service provider can compensate for a myriad of process and policy failures. One single person, with no customer service training or customer service skills can have catastrophic implications in a world where global word-of-mouth is a mouse-click away. Whatever you do, don't leave a customer service training program to chance.

Customer Service 173

Customer Service 173

Win the Customer

DECEMBER 28, 2015

Industry surveys point to the critical gap that exists between the quality of service delivered and kind service that customers really want. Quarterly, semi-annual, or yearly reviews of progress and accomplishments are a fundamental practice that nearly every organization performs. Taking time to review what worked and where renewed efforts are needed is essential to ensuring ongoing progress and development for any organization and especially for those who want to establish themselves as custom

CXM 72

CXM CX CRM Customer Experience Management 72

Provide Support

DECEMBER 29, 2015

Your products or services can be the best on the market but if you don’t treat your customers well, you can kiss your business goodbye. Developing the right strategy for your customer service will help you both attract new customers and keep your existing ones. The great customer service begins with being employee focused. Only happy and satisfied employees will treat your customers well and provide them excellent customer service experience.

Customer Service 46

Customer Service 46

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

DECEMBER 27, 2015

As we near the end of 2015, it's time to look back at the year's customer experience successes and failures in the hope that companies don't disregard them and that true learning develops from these mistakes. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Customer Experience 36

Customer Experience Customer Loyalty Customer Service 36

1 to 1

DECEMBER 29, 2015

Countless ethnic and racial groups go unnoticed despite the growth of an increasingly diverse society. Marketers cater to the supposed majority, ignoring cultural differences to garner the greatest returns possible. For many, this inability to expand such outreach derives itself from an insurmountable lack of CMO support. But, as engagement methods continue to multiply, allowing marketers to target consumers as both groups and individuals, executive buy-in may soon be the only missing link betwe

Customer Experience 35

Customer Experience 35

1 to 1

DECEMBER 30, 2015

Walled gardens are good for business. Walled gardens are bad for business. The long-running debate on the value of closed platforms where a company maintains control over applications and content became even more relevant this year as walled gardens expanded across the Internet. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

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