Beyond Philosophy
OCTOBER 3, 2016
You want your Customers to buy from you – obviously! Therefore it is critical that you make things easy for them. So how do we do that? Well firstly you need to understand what easy means from a more psychological perspective. In a previous blog we learnt that we all have two systems of thinking : our intuitive thinking and our rational thinking.
Customers That Stick
OCTOBER 3, 2016
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Win the Customer
OCTOBER 5, 2016
It should be obvious that how you treat your customers is a vital factor in business success, yet many companies become so focused on implementing their policies and procedures that customer satisfaction can get overlooked. It’s absolutely essential to continued success to provide the best possible customer experience you can. Here are four mistakes that can ruin your business in the eyes of its customers.
Heart of the Customer
OCTOBER 3, 2016
There’s nothing more powerful than a trusted advisor. Each of us has our go-to people we call for advice. While a trusted advisor could be a mentor or a past or current co-worker, valued suppliers can also become trusted advisors. This relationship doesn’t come easy, often taking years to develop the trust needed to play […]. The post In B2B Relationships, Being a Trusted Advisor Matters appeared first on Heart of the Customer.
Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
Provide Support
OCTOBER 6, 2016
The Power of Positive Thinking in Customer Service. It’s no secret that customer service jobs are often associated with negativity. Dealing with customer complaints, negative feedback and frustration on a day-to-day basis can be a pretty stressful experience. You’ve probably heard that negativity tends to spread like wildfire. Once you let negative thoughts come into your mind, they attract more negative situations, triggering a vicious circle of bad feelings and outcomes.
Kate Nasser
OCTOBER 4, 2016
Super customer experience is achieved when you think from the customer perspective not from yours. Involve them & win their loyalty. 4 ways to win big. The post Customer Experience: Loyalty Through Narcissism? appeared first on KateNasser.com.
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
OCTOBER 6, 2016
Customer churn is bad. You don’t want it, obviously. In a perfect utopia, all your customers would stay in the fold, retain, and refer you to other new customers. That’s the apex of a customer-driven growth engine, and it’s essentially the polar opposite of customer churn. But we all know the quote, often attributed to Warren Buffett.
CX Journey
OCTOBER 4, 2016
Image courtesy of Peter Aceto Does your company practice Weology? Weology. What is it? If you guessed that it sounds like "the study of we," you're pretty close. The name of the concept stems from a Muhammad Ali poem, which simply goes like this: Me. we. Three unique letters rearranged into two powerful little words. The concept itself, which is also the title of a book ( Weology: How Everybody Wins When We Comes Before Me ), summarizes the leadership style of Peter Aceto , CEO of Tangerine Bank
Kate Nasser
OCTOBER 2, 2016
National Customer Service Week Leadership: 3 one min. videos from Kate Nasser The People Skills Coach™ to inspire & create positive customer service results! The post Positive Customer Service Results from Everyday People Skills | #custserv appeared first on KateNasser.com.
Kerry Bodine
OCTOBER 5, 2016
Happy Customer Experience Day! I hope you and your organization are joining one of the many CX Day celebrations around the world. To celebrate today’s global focus on customers, we’re offering a $50 discount on our upcoming customer journey mapping workshop , November 2 & 3 in San Francisco. Combined with our early bird registration, you’ll save $150 in total!
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Customer Bliss
OCTOBER 4, 2016
Episode Overview. Duygu Cibik has a robust history in operations and change management and transformation. So when she took on the role of the Chief Customer Success officer at Reval, she knew she needed to create a very deliberate path to gaining understanding, acceptance and traction in her role. About Duygu. Duygu has 15+ years of leadership experience in enterprise technology with a strong track record of growing 100+ million dollar B2B technology businesses with full P&L responsibility
CX Journey
OCTOBER 6, 2016
Image courtesy of Peter Aceto This is Part 2 of a two-part series on my discussion with Tangerine Bank CEO, Peter Aceto. I left off on Part 1 of my conversation with Peter Aceto with questioning why so many leaders still don't get the importance of focusing on the customer and customer experience improvements. In this second part, I'll share the rest of our discussion, which revolved around change and change management, business leaders Peter admires, companies who have adopted Weology, success
Kate Nasser
OCTOBER 5, 2016
Leadership service vs. comfort is our People Skills global Twitter chat SUN. Oct. 9th. JOIN Kate Nasser, The People Skills Coach™ & community at 10amET w/ hashtag #PeopleSkills to explore how leaders can focus on service vs. their own comfort. The post Leadership Service or Comfort? JOIN People Skills Chat Oct. 9 | #PeopleSkills appeared first on KateNasser.com.
The DiJulius Group
OCTOBER 5, 2016
There is an Uber Coming to Every Industry Customer Service has never been more important than it is today. Today is known as the digital disruption era. Understand this: there is an Uber coming to every industry. The more you intersperse technology between the customer and the company, the more you create complex systems prone […].
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
OCTOBER 3, 2016
Guest Post by Lou Manfredini, Ace Hardware’s Home Expert and Center for Excellence Team Member, boasts more than 25 years of home improvement experience. . The new world of shopping. Let’s face it, the way we shop and buy things now is a lot different than it was even 5 years ago thanks to online ordering, buying through an app, writing online reviews – the list goes on.
Kerry Bodine
OCTOBER 4, 2016
A hammer is the perfect tool for pounding nails into a 2×4, but would be terrible at cutting it in half. A basic handsaw would easily take care of that single cut, but probably wouldn’t be your saw of choice if you had to cut a pile of 1000 boards. Just as no tool in your toolbox is a fit for every task, no research methodology will help you answer every single question about your customers.
Beyond Philosophy
OCTOBER 5, 2016
As I perused the menu at a restaurant recently, my waiter came over and casually mentioned that the salmon had been really popular and they were about to run out. I ordered it on the spot! This was entirely instinctive and irrational behavior on my part. I had no idea if the salmon – one of the more expensive items on the menu – was actually good. But it was popular!
Kerry Bodine
OCTOBER 4, 2016
A hammer is the perfect tool for pounding nails into a 2×4, but would be terrible at cutting it in half. A basic handsaw would easily take care of that single cut, but probably wouldn’t be your saw of choice if you had to cut a pile of 1000 boards. Just as no tool in your toolbox is a fit for every task, no research methodology will help you answer every single question about your customers.
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?
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