Beyond Philosophy

JANUARY 19, 2015

'According to Nielsen, word-of-mouth is the most trusted source of decision-influencing and decision-making information for consumers around the world. Having often addressed the power of informal communication ( [link] ), it’s always gratifying to have confirmation by respected research and consulting organizations. Consumer motivation research (“On Brands and Word of Mouth”, Journal of Marketing Research, August, 2013), conducted by several professors at U.S. and Israeli business schools, repr

Sports 143

Sports Social Media Technology Technology 143

Win the Customer

JANUARY 19, 2015

'Famously, Dr. King once noted that “Life’s most persistent and urgent question is: ‘What are you doing for others?’” This question is important, not just for individual citizens but for small businesses to consider as well. In the spirit of Dr. King and his message, Americans have also begun observing the MLK Day of Service, […].

135

135

Customers That Stick

JANUARY 22, 2015

'The words Big Data are spoken every day in corporate offices around the world. And the benefits of it to companies and customers is, well… big. And while Big Data is becoming more accessible to small to medium-sized businesses (SMBs), the basics of customer information — small data, if you will — is still where customer and experience meet for most organizations.

Data Entry 119

Data Entry Sports Customer Service Customer Experience 119

PeopleMetrics

JANUARY 20, 2015

'I was at a conference once, riding a loud charter bus toward a free dinner. I was sitting next to a friend I hadn''t seen in a while, and we were catching up. He mentioned his recent wedding, and how a mutual colleague officiated. (We''ll call the colleague Michael.) Then he noted how, in the ceremony, Michael elaborated on one notion in particular.

Net Promoter Score 108

Net Promoter Score Customer Experience Voice of the Customer Construction 108

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Beyond Philosophy

JANUARY 23, 2015

'My mum always told me, “You can catch more flies with honey than you can vinegar.” In other words, people respond better to rewards than punishments. As a leader or a marketer if you want an employee or a customer to change behavior, research says the best thing to do is give them positive reinforcement when they do what you want. Several studies conclude that positive reinforcement is the best way to encourage better behavior.

CEM 126

CEM Customer Retention Customer Satisfaction Customer Loyalty 126

Win the Customer

JANUARY 23, 2015

'Social routing is an emerging trend, a way in which contact centers can more accurately meet the needs of their customers. But how is this different from what we’re doing at the moment? TMCNet discusses the answer by describing the modern day customer and the challenge that call centers face as they look to integrate social media channels […].

Social Media 130

Social Media Contact Center Customer Service Customer Experience 130

PeopleMetrics

JANUARY 23, 2015

'Culture is the new black. Every year, Merriam-Webster analyzes all of the searches in their online dictionary. They find the most popular search term, with the largest increase in search volume, and give it the title of the “word of the year.”. “Culture” took home the prize in 2014. Apparently, throughout the year, hundreds of thousands of people were looking for clarity in the broad, nebulous notion of culture.

Voice of the Customer 97

Voice of the Customer CX NPS Customer Feedback 97

Customer Bliss

JANUARY 22, 2015

'The customer experience that gets you the most confidence with your customers is to get the basics right. You must clear the hurdle of random experiences, and set the foundation in product and service reliability (“They get it right.”) before you move on to building a personal relationship with customers (“They know me.”) that ultimately broadens into customers referring you to others.

CX 81

CX Customer Experience 81

Win the Customer

JANUARY 20, 2015

'Your team''s strategy, mission, and the outcomes or results of interacting with them need to be crystal clear. Everyone has to understand that the end goal for your customer is not lower handle time, but effective and positive customer outcomes.

Customer Service 128

Customer Service 128

Heart of the Customer

JANUARY 22, 2015

'For those looking for a little advice, the CXPA has an offering for you: Ask the CX Experts. The CXPA has a panel of experts (including yours truly) who can answer members’ questions on how to get started. Typical questions involve the proper approach towards measuring a specific customer interaction, how to best build the case for a CX program, etc.

Net Promoter Score 68

Net Promoter Score CX NPS Customer Experience 68

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

CX Journey

JANUARY 23, 2015

'Image courtesy of CollegeDegrees360 I originally wrote today''s post for Intradiem on September 25, 2014. Are your customers confused? Do you even know what that means? And do you know what the implications of customer confusion are? There''s a marketing maxim that states: A confused customer buys nothing. This isn''t a good thing, from a variety of angles.

Finance 73

Finance Touchpoint Innovation Customer Experience 73

Customer Bliss

JANUARY 20, 2015

'Customers are assets to be cared for and nurtured. Beloved companies are always aware of how their assets are growing or shrinking. Knowing the value of a long-term customer guides the company’s decisions on how they welcome new customers and continue to develop existing customer relationships. The formula for success is Belief + Investing = Growth.

Customer Relationship 72

Customer Relationship CX Innovation Customer Experience 72

Win the Customer

JANUARY 22, 2015

'20% of Americans own a smartphone, and most people have experienced online shopping, retailers more than ever need to update their shopping experience to remain relevant. In part one of this series, we discussed the importance of social media to your new retail business. But there’s more that you should resolve to do in 2015 […].

Retail 117

Retail Social Media Customer Experience 117

Waypoint Group

JANUARY 23, 2015

When logging into a SaaS vendor, B2B employees need to get right to the point. There’s no time to mess around with formalities, clicking through a complicated web of buttons to get answers or generate a report. Gone are the days when a Welcome page is purely cosmetic. SaaS companies everywhere have built dashboards that convey the necessary metrics or information needed to give a snapshot view of what is deemed important, right after login.

VOC 61

VOC NPS B2B Non-Profits 61

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

CX Journey

JANUARY 20, 2015

'Image courtesy of Sam Droege What on earth is an earworm? And what does it have to do with customer experience? The first time I heard this word, I had a completely different idea of what it was. I had to look it up. So what is an earworm ? According to Wikipedia , it is: a catchy piece of music that continually repeats through a person''s mind after it is no longer playing.

CX 60

CX Start-ups Customer Experience 60

The DiJulius Group

JANUARY 22, 2015

'The following is content taken from John’s newly released book The Customer Service Revolution: Overthrow Conventional Business, Inspire Employees, and Change the World (January 2015 Greenleaf Books) Which became an instant best seller on Amazon. What is more important: Hiring or training? This topic is probably the oldest and biggest debate in Customer service.

Customer Service 45

Customer Service 45

Win the Customer

JANUARY 20, 2015

'The key to long term customer engagement is building a strong foundation of customer value and the determination to see the strategy through to the end. This post is part 1 of 2 on resolutions organizations can make to enhance customer relationships in the new year. Are you planning on opening a new retail store in […].

Retail 105

Retail Customer Relationship Customer Experience 105

1 to 1

JANUARY 20, 2015

'Culled from the ''has-this-ever-happened-to-you?'' files: You dial an 800 number for product or service support and find yourself getting lost in the IVR tree. If you press zero, either the prompt doesn''t work or you''re informed that the wait time to speak with a live agent is seemingly longer than a trans-Atlantic flight. Undeterred, you decide to punch in a random number in the hope of connecting with someone - anyone - until you suddenly find yourself speaking with somebody who works in a

Customer Service 51

Customer Service 51

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?

Technology

Customers That Stick

JANUARY 19, 2015

'It has been a great run of mashed up customer service and customer experience tips, tricks and observations, but it’s time to evolve. To commemorate three years of the Monthly Mash, here’s a quick look at some of our favorite original content from the series. __. Volume 37: November 2014 – The Sympathetic Holiday Shopper: To be open or not to be open on national holidays.

Customer Service 100

Customer Service Customer Experience 100

1 to 1

JANUARY 22, 2015

'Pinterest knows nearly everything about my wedding. I pinned photos of every item that needed to be purchased for the ceremony and reception on my Pinterest board last year. But I can''t say that I bought anything based on a recommendation from Pinterest. The company is trying to change that. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

48

48

1 to 1

JANUARY 23, 2015

'Customers are using more communication channels for customer service than ever before. They are also contacting customer service organizations more frequently. Companies are rising to this challenge as overall satisfaction with the quality of service communication channels is trending upwards.

Customer Service 47

Customer Service 47

1 to 1

JANUARY 21, 2015

'By now, many individuals have abandoned their lofty New Year''s resolutions, for the promise of renewal has reverted back to business as usual. However, all hope may not be lost quite yet. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

46

46

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CX

1 to 1

JANUARY 19, 2015

'Last week President Obama called for federal legislation that would aim to safeguard consumer data and require retailers to be more forthcoming about data breaches when they occur. Obama will announce his legislation, The Personal Data Notification and Protection Act, in his State of the Union Address tomorrow night and the administration expects bipartisan support.

Retail 38

Retail 38