Win the Customer
MAY 3, 2015
Is the customer always right? Does that ultimately really matter? Every business owner or company manager needs to properly understand the needs of the customer because future business depends on it. Isn’t meeting customer needs really the main factor when it comes to the success of the business? If you can’t give what customers want, why […].
Fonolo
MAY 7, 2015
UPDATED FEBRUARY 2020: The call center is an extremely stressful work environment. Simply knowing how to run a call center isn’t enough for success. Not for the weak at heart, only some call center managers have the grace, tenacity, and skills to handle the extreme pressures of the contact center manager’s job. Those with this special ability often create an experience that pleases customers and agents, without exceeding their budgets; a truly remarkable feat.
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Beyond Philosophy
MAY 5, 2015
Why do we do what we do? The simple answer is because of our emotions. I often use the analogy in my presentations that emotions are like little voices in our heads. These little voices are in your Customers’ heads, too, and they are telling your Customers how they feel about their experience–and whether they are going to come back! Emotions are fundamental to Customer behavior in your experience, too, whether you are in business-to-consumer or business-to-business.
PeopleMetrics
MAY 7, 2015
When I was a kid, sometimes at parties or other events, we’d line up for an egg toss. If you’ve never seen one, partners stand a few feet apart and then toss an egg to each other. Partners with intact eggs then take a step back and throw again. George. Why are you writing about egg toss? Well, because I was thinking: If your customer were an egg, what are the odds they’d make it through your customer experience intact?
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.
Win the Customer
MAY 4, 2015
We’re all heard the saying ‘The customer is always right’, but is that true? Well, it can’t be true because in fact the customer can often be wrong. However, what IS true is that ‘The customer is always the customer’; and regardless of the fact that he might be blatantly wrong, he is still your […].
Heart of the Customer
MAY 7, 2015
Imagine a former accountant leading an organization that helps banks manage regulatory compliance. You might picture a reliance on financial facts and figures making it unlikely for a customer experience program to take root. If so, then you clearly haven’t spent any time with Wolters Kluwer Financial Services. Pete Koehn is interim president of Wolters […].
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
CX Journey
MAY 7, 2015
I'm blogging again today (note: I wrote this yesterday but didn't get a chance to publish it) from the Customer Experience Professionals Insight Exchange in beautiful San Diego, CA. The event takes place at the Hotel del Coronado , and if you've never been, it's a wonderful venue. Before you arrive at the hotel, you'll fall in love with the amazing view as you cross the bridge to get onto Coronado Island!
Win the Customer
MAY 5, 2015
Anticipating needs, learning about the customer and listening to your employees are all keys to customer service success. Are you ready to take your customer service from reactive to proactive? Providing exceptional customer service goes beyond reducing call center wait times or diffusing conflicts with angry customers. If you’re ready to improve your customer service, […].
The DiJulius Group
MAY 6, 2015
Starbucks making price irrelevant – The coffee chain reported a higher quarterly profit with a 7% increase in sales in their U.S. stores as compared to Dunkin’ Donuts U.S. sales, which only only rose 2.7%. Why are Starbucks sales up so much? Three reasons: 1) Starbucks’ Customers are spending more money per visit due to […].
Customer Bliss
MAY 5, 2015
To make sure your customer experience work stays on track, you need to constantly manage these seven inhibitors of customer experience success: Inhibitor 1: Starting with a Mantra, Not an Action Plan . Often companies decide that they want to get some early traction by telling everyone to “focus on customer experience” What happens next is that people realize this is a big corporate priority and begin making plans, creating new scoreboards and taking action.
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CX Journey
MAY 5, 2015
I'm blogging today from the Customer Experience Professional Association's (CXPA) Insight Exchange in San Diego. In addition to the local networking events that local CXPA teams host around the country, this event is the annual membership gathering with an agenda filled with great speakers, awesome member-to-member exchanges of tools and ideas, awards, networking, and more.
1 to 1
MAY 5, 2015
Customer experience leaders talk a lot about the importance of providing customers with simple and easy experiences. But in the real world, some customer interactions can be quite complicated. For instance, as customers continue to increase their use of self-service tools to resolve issues they may encounter on their own, the types of customer inquiries that are hitting the contact center are becoming more complex.
InteractionMetrics
MAY 6, 2015
Is your customer satisfaction survey good? Really good? Customer satisfaction surveys are a multi-billion dollar industry. Unfortunately, most customer feedback is riddled with errors. From sampling issues to poorly worded questions, the state of customer feedback is weak. It’s especially unfortunate because , with a clear process in place, survey errors are entirely preventable.
Win the Customer
MAY 2, 2015
It’s inevitable that customer service experiences will sometimes fail. No organization is immune from bad customer service happening at point in time. Fact of the matter is that customer service is an intensely human experience subject to humanity’s faults and shortcomings. The challenge organizations face today is to create the type of environment where they […].
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.
1 to 1
MAY 5, 2015
Every year, we reserve one day in May to celebrate the very person responsible for our existence--Mom! From mother figures to mothers-in-law, and everyone in between, Mother's Day allows us to honor those who've always cared for and supported us throughout life's journey (even though one day clearly cannot compensate for all they've ever done). Thus, with the season in full swing, many brands have launched ad campaigns that commemorate the bond between mother and child.
1 to 1
MAY 4, 2015
The debate on how to get sales and marketing to work better together has gone on for years. According to the results of the SiriusDecisions' 2015 State of Account-Based Marketing Study, alignment between sales and marketing has improved. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
1 to 1
MAY 6, 2015
The marketing and customer engagement landscape is getting more crowded and enterprise firms increasingly find themselves competing with nimble startups that offer innovative solutions. As a result, enterprise companies are turning to innovation labs for a competitive edge. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
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