Callminer
JULY 16, 2015
CallMiner speech analytics helps organizations across industries reduce costs & improve contact center efficiency. Read more about how with our case study examples.
Beyond Philosophy
JULY 14, 2015
Sometimes we have a relationship we think is good, but it really isn’t. It’s true in friendships, marriages, and yes, even business relationships. There are some signs that your Customer relationship is all about you, or one-sided, and they are easier to spot than you think. Many of the things that make personal relationships fail make your relationship with Customers one-sided.
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Heart of the Customer
JULY 16, 2015
At Heart of the Customer we focus almost exclusively on journey mapping. So when a new customer calls, it often surprises them when we ask them whether they really want a journey map. Because sometimes an experience map is a better fit. It takes us a surprisingly long time to work through what we should […]. The post Do you really want a journey map?
Win the Customer
JULY 11, 2015
To design and deploy services, it’s crucial to have both customer experience journey maps for vision and customer service blueprints for process development. In a recent post, the team at Cooper dove into the differences between customer experience journey maps and customer service blueprints. Customer experience and customer service often are used interchangeably, but the […].
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PeopleMetrics
JULY 11, 2015
When you bring new B2B buyers into your customer experience, do you try to show some of them the door? Here are three reasons why you should do just that. 1. You can avoid the distraction of fairy-tale contracts. High-performing sales professionals are great at recognizing costs and benefits of potential contracts early on. They’re skilled at knowing which prospects to nudge, and which aren’t worth the energy.
Beyond Philosophy
JULY 16, 2015
When you hear a person (read Customer) sigh, what do you think they are communicating? Is it sadness? Frustration? Exhaustion? All three? Chances are, it’s a subconscious communication of many things, including all of the above. It’s important to identify what nonverbal clues like a sigh communicates—whether you are the one that heard it or the one that is doing it.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Win the Customer
JULY 13, 2015
We’ve all experienced bad customer service. Think of the feeling that was left in us (much like a bad first date). It’s not pleasant. And if you have too many, you’ll quickly develop a poor reputation with those you need the most, your customers. Have you ever been on a date in which you did […].
PeopleMetrics
JULY 14, 2015
PeopleMetrics is proud to recognize its fifth-annual Brand Ambassador Award Winners. These individuals received the most customer recognition through PeopleMetrics customer experience software in 2014, proving their consistency in going above and beyond to deliver for customers. Winners of the 2015 Award are: Jen Beier of 1st National Bank. Brian Hecker, Partner at Crowe Horwath LLP.
Provide Support
JULY 14, 2015
What it takes to be a happy customer. There are many talks around what companies should do to create happy customers. I suggest that we as customers share this responsibility with companies. To a great extent it is in our power to have positive customer experience wherever we go and whatever we purchase. So what should we do for that? If you observe your previous customer experience, you will probably agree with me that in general there are two reasons your happiness as a customer fails – eithe
Kate Nasser
JULY 15, 2015
Harmony at work is valuable and often misunderstood. JOIN People Skills global Twitter chat SUN. July 26th. Guest hosting for Kate Nasser is Jandis Price. The post Harmony is #PeopleSkills Chat Topic July 19th. JOIN us 10amET! appeared first on KateNasser.com.
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.
Win the Customer
JULY 12, 2015
How we can inspire and empower ourselves to go above and beyond when it comes to our customer service experience duty? Anyone can do the bare minimum. Anyone can do enough to satisfy. Everyone does just enough and that’s the problem of customer service experience today. Too many are content with just enough and lack the […].
PeopleMetrics
JULY 17, 2015
On July 15, Amazon held its first “Prime Day,” which featured a variety of on-site sales exclusive to members of its Prime service. And a few things went wrong. So, for a limited time only (i.e., as long as our Web servers last), at a sizeable discount (i.e., free), and without further ado (i.e., unless you’re busy), let’s go over a few customer centricity best practices we can glean from the event.
CX Journey
JULY 14, 2015
Image courtesy of Girl Flex Do your customers have customer memory ? What is customer memory? If you lift weights like I do, you might be familiar with the phrase muscle memory. It's defined on Wikipedia as. a form of procedural memory that involves consolidating a specific motor task into memory through repetition. When a movement is repeated over time, a long-term muscle memory is created for that task, eventually allowing it to be performed without conscious effort.
Kerry Bodine
JULY 16, 2015
What’s the value of a smartwatch? What do consumers expect from these multitasking wearable devices? And how can brands take advantage of this tiny addition to the device ecosystem? To uncover the answers to these questions, Kerry Bodine & Co. partnered with our friends at the user experience research and testing firm AnswerLab. We’re thrilled to share the findings of our research in a FREE report: Smartwatch Apps That Work: 5 Value Drivers To Make Your App Indispensable.
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.
Win the Customer
JULY 14, 2015
Customer testimonials are an effective marketing technique, and they generate ample selling power. But why are they so effective as customer experience enhancers? Testimonials and real life case studies from real customers build trust. These proofs of product and service are unbiased and, most of all, they are not salesy because they are written by real […].
Customer Bliss
JULY 14, 2015
The five competencies connect customer experience to business growth, unite leaders on customer priorities, and shift your business focus to earning the right to grow by improving customers’ lives. This is an audit I conduct with my clients at the beginning of each coaching engagement to determine how much work has been completed in each of the five competencies.
The DiJulius Group
JULY 14, 2015
United Airlines gets an ‘A+’ for crises management via social media – By now you’ve heard about United Airlines computer debacle that grounded their flights on Wednesday July 8th, impacting nearly 5,000 flights, and inconveniencing thousands of travelers. Talk about travel rage! That is about as bad as it gets. However, Social Media expert, Dan […].
1 to 1
JULY 12, 2015
With Millennials and Generation Z increasingly turning to social and digital channels to engage with companies, marketers must up their digital marketing game. So many, however, are just trying to keep pace with their current programs and initiatives that they don't often find time to introduce new strategies or improve upon what's in place. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
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?
Win the Customer
JULY 16, 2015
The problem with customer satisfaction is that while simply satisfying customers is a requirement for existence, it does nothing to help an organization differentiate and grow. Every day there are chances to win new customers or to win back past customers. Internally, it’s about documenting and sharing this latest experience across the rest of the organization […].
Dennis Snow
JULY 16, 2015
In this video I focus on the core expectations our customers have of us, and how that knowledge can help us deliver excellent experiences.
Customers That Stick
JULY 15, 2015
I needed to get some routine blood work done a few weeks ago, and the doctor recommended that I use the hospital network his practice was affiliated with. My schedule was packed and the hospital was not close, so I found a major testing company that was closer to home and gave them a call. Bad Systems. I was greeted by an Interactive Voice Response (IVR) system — nothing wrong with that, at first — but the IVR only gave me two choices: book the appointment using the phone keypad or book online.
1 to 1
JULY 14, 2015
One of the mantras echoing across businesses these days is the need for organizations to become data-driven. And for good reasons. Senior executives and other knowledge workers who use analytics tools against a wide range of data sources can gain deeper insights into customer behaviors and preferences as well as operational and market trends - and not simply rely on their gut instincts for decision making.
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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
Win the Customer
JULY 15, 2015
There is no single path to exceptional experience. It happens in environments where daily learning and growing take place through trial and error. Organizations that reach that level of customer engagement are those where people know they have the freedom to experiment. In these environments, the key ideas is to always be pushing ideas forward. […].
CX Journey
JULY 17, 2015
Image courtesy of Terasa2010 Employee passion drives results. That's the title of a blog post I wrote back in 2012. Without question, that statement still holds true today. When employees have a real sense of pride in their work, when they take ownership in what they do, the business benefits and thrives. When employees think and act like they own the business, when they're passionate about what they do and for whom they are doing it, and - especially - when they work together toward a common go
1 to 1
JULY 14, 2015
Customer experience has always served as the primary foundation for customer success. However, as this key differentiator becomes increasingly critical throughout today's competitive market, many brands have begun to establish dedicated customer success teams that are specifically tasked with creating the most engaging experiences possible. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
1 to 1
JULY 16, 2015
You might have seen a recent blog by Tony Cosentino on how "Big Data Analytics Will Displace Net Promoter Score (NPS) for Measuring Customer Experience" because "NPS is prone to error, lacks a causal link with financial metrics, and lacks actionable data." And while Tony's blog highlights a critical issue in CX measurement, it only tells part of the story.
Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney
Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib
1 to 1
JULY 16, 2015
Measuring the return on investment of any campaign, tool, or strategy is crucial, but it can be a murky endeavor. Consider customer experience initiatives. Delivering outstanding customer service is one of the few ways businesses can win loyal customers and increase their bottom line, according to customer experience professionals.
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