Callminer

MARCH 30, 2016

Having the right call center performance metrics in place can improve agent performance and the overall customer experience. Learn how.

Customer Experience 182

Customer Experience 182

Bill Quiseng

MARCH 28, 2016

This week’s blog post is contributed by a very special guest, actually more like a guest star, Nancy Friedman , better known as “The Telephone Doctor.” The author of the recently published book, Customer Service (finally) Defined – Ideas, Tips, techniques & Skills You Can Use Now and Forever , and eight other books, Nancy is simply one of the best keynote speakers on customer service.

Entertainment 128

Entertainment Social Media Customer Service Customer Satisfaction 128

Uniphore

MARCH 28, 2016

In December, I had 100+ interactions with 2 different airlines as I tried to track 5 pieces of family luggage that had gone missing during an international trip. As I told my story, over and over again, oh how I wished that the airlines and agents involved had a sense of my customer journey and were able to pick up from the last call and not start all over.

Omnichannel 100

Omnichannel Start-ups 100

Beyond Philosophy

MARCH 29, 2016

It’s an old adage but it’s true: people like to do business with those they know, like and trust. Businesses spend a lot of money and energy chasing that trust through marketing campaigns and slogans. Insurer State Farm advertises that it’s “like a good neighbor,” while one of my local car dealerships runs newspaper ads that say “doing business with integrity for over 59 years!”.

CEM 113

CEM Start-ups Retail Gaming 113

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Callminer

MARCH 27, 2016

Gamified payment collection would be a great fit for many health care providers.

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ProProfs

MARCH 31, 2016

In the last couple of years, the Tin Can API has emerged as a buzzword in the arena of authoring tools, learning management systems, and content development. Also known by the name of Experience API, or xAPI, Tin Can is a special program interface with the ability to deliver and truly measure learning experiences beyond what was previously possible.

Data Mining 86

Data Mining Technology Technology Engineering 86

Beyond Philosophy

MARCH 28, 2016

There is a hidden experience every Customer has with you. If you haven’t uncovered what it is, then you are probably making a huge mistake with your Customer Experience. Chances are, you are making more than one. Don’t feel bad. When it comes to having a great Customer Experience, all organizations have made mistakes. It’s normal for this to happen.

Customer Experience 113

Customer Experience Gambling CEM Start-ups 113

Win the Customer

MARCH 31, 2016

As the threat of being breached increases, it becomes more imperative for companies to take precautions to protect their customers and their business. Home Depot has agreed to pay $19.5 million as compensation for a 2014 consumer data breach that affected over 50 million cardholders, including $13 million in reimbursement and $6.5 million for identity protection services.

Legal 69

Legal Technology Technology Customer Service 69

Kate Nasser

MARCH 27, 2016

Do you feel overwhelmed by a noisy boss? Don't quit your job. Use these workplace coping tips from The People Skills Coach™ to sustain your own morale. The post Workplace Coping: Peaceful Ways to Work w/ Noisy Boss #PeopleSkills appeared first on KateNasser.com.

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Customer Bliss

MARCH 30, 2016

In order to understand how customer-focused companies design processes for listening to customers, we need to start by thinking about the three types of listening: Unaided or volunteer listening. Aided listening. Experiential listening. You can learn about the different types of listening in virtually any of my books , but here’s a breakdown for those just coming into these concepts: Unaided or volunteer listening: This refers to companies who optimize feedback customers give as they inte

Social Media 78

Social Media Engineering Retail Business Growth 78

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

Beyond Philosophy

MARCH 29, 2016

It’s an old adage but it’s true: people like to do business with those they know, like and trust. Businesses spend a lot of money and energy chasing that trust through marketing campaigns and slogans. Insurer State Farm advertises that it’s “like a good neighbor,” while one of my local car dealerships runs newspaper ads that say “doing business with integrity for over 59 years!”.

CEM 60

CEM Start-ups Retail Gaming 60

ProProfs

MARCH 28, 2016

In the last couple of years, the Tin Can API has emerged as a buzzword in the arena of authoring tools, learning management systems, and content development. Also known by the name of Experience API, or xAPI, Tin Can is a special program interface with the ability to deliver and truly measure learning experiences beyond what was previously possible.

Data Mining 45

Data Mining Technology Technology Engineering 45

Kate Nasser

MARCH 28, 2016

Dealing with disappointment in relationships is key part of people skills success. JOIN The People Skills Coach™ in Twitter chat April 3 10amEDT/3pmGMT to explore, share, learn. The post Dealing With Disappointment: JOIN #PeopleSkills Chat April 3rd appeared first on KateNasser.com.

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Customer Bliss

MARCH 29, 2016

Dear Mr. Friedman, As one of the architects of the customer experience for some great companies working to deliver customer service and delight, like you, I share your passion for getting it right for customers. This is the clearest path to customer-driven growth. However “right” means holding a mirror to your entire operation, including how leaders lead.

Customer Experience 0

Customer Experience Engineering Customer Service 0

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

The DiJulius Group

MARCH 30, 2016

Background: the White Collar Sweatshop of our time In recent years, more and more sources have referred to call centers as the “white collar sweat shop” of our time. The first time I heard this reference, it immediately hit home for me. All the stressful time I had spent either as a CSR, supervisor, manager or […].

Customer Service 40

Customer Service 40

CX Journey

MARCH 29, 2016

Image courtesy of Tricia h c We have tons of data. But do we understand what it's telling us, what it means? Knowledge without understanding is useless. You've heard me write/say it before: You can't transform something you don't understand. Do you understand your customers' needs, expectations, the jobs they're trying to do, and their desired outcomes?

Customer Experience 43

Customer Experience 43

1 to 1

MARCH 31, 2016

As more employees take on multiple responsibilities with little to no pay increases and no growth paths in place, it therefore should be no surprise that employee engagement is at an all-time low. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

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TCFCR

MARCH 29, 2016

[…] | Blog […].

CRM 40

CRM 40

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

Provide Support

MARCH 29, 2016

Why Companies Fail To Meet Social Media Expectations. The automotive body repair shop is typically a dusty, smelly, male-dominated facility. Since the beginning of time this industry has been labeled as untrustworthy, legitimizing the status quo of caveat emptor. Only recently have shops been trying to revolutionize the trade by offering clean facilities, wi-fi, coffee and play areas for kids.

Social Media 49

Social Media Customer Service 49

CX Journey

MARCH 31, 2016

Image courtesy of jsawkins Today I'm pleased to share a guest post by Josh Stern , CEO of Reality Based Group. Strategic decisions are only as good as the information upon which they are based. Currently, most business leaders face the challenge of discerning the quality of information being supplied before determining how best to use it. To forge the way to sustained success and company growth, executives now can and should call for data free of bias and flaws.

Mystery Shopping 39

Mystery Shopping Actionable Insights Customer Survey Customer Retention 39

1 to 1

MARCH 29, 2016

When we talk about the customer experience, it's important to remember that it's an end-to-end experience for customers. It's not just about the pre-sales experiences a customer may have viewing products on a company's website or the interactions a customer may have with a salesperson before deciding on a purchase. The post-purchase support a customer receives is also a critical component of overall satisfaction and loyalty.

Customer Experience 30

Customer Experience Sales Customer Loyalty Customer Service 30

Heart of the Customer

MARCH 30, 2016

Guest post by Tom McGoldrick Much has been made about the unexplained mystery of how Trump has managed to become the Republican front runner. In this discussion, one thing that rarely gets mentioned is that Trump is a master brand builder. For decades, Trump has been building his personal brand to represent power, success and confidence. […].

Customer Experience 101

Customer Experience 101

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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

CX

1 to 1

MARCH 28, 2016

Last Monday, Twitter celebrated its 10th birthday. Since CEO and Founder Jack Dorsey sent the first Tweet on March 21, 2006 announcing that he's setting up his 'Twittr,' more than 1.3 billion of us joined the platform to express ourselves in 140 characters or less. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Social Media 30

Social Media Customer Service Customer Experience 30

1 to 1

MARCH 30, 2016

The mantra to "surprise and delight" customers has become ingrained in business thinking, but could this strategy hurt businesses in the long run? Have businesses done too good a job at training customers to always expect more? There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Customer Service 29

Customer Service Customer Experience 29