Customers That Stick
JANUARY 29, 2015
'Meet Carol Euliss! I have been an RN for 36 years, a childbirth educator for 20 years, and a doula for 16 years. I have worked for Community Health Network in Indianapolis, IN for 27 years. I teach classes, coordinate a hospital based doula program, and attend births in the role of a doula. I have been privileged to assist hundreds of babies into the world and help families have positive birth experiences.
Beyond Philosophy
JANUARY 28, 2015
'In this series, professionals share how they rocked — or didn’t! — the all-important first 90 days on the job. Follow the stories here and write your own (please include the hashtag #First90 in the body of your post). First impressions are vital. However, the actions during the first 90 days of anybody’s new job are more important to forming a good and hopefully lasting relationship with your new employer.
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Heart of the Customer
JANUARY 28, 2015
'As part of the launch of our new website, I’m interviewing Annette Franz, author of the popular Customer Experience (CX) blog CX Journey. In addition to her blog, Annette and I volunteer together as CX Experts at the Customer Experience Professionals Association (CXPA). We’re discussing all things journey mapping. Jim: So Annette, let’s start. You’ve […].
Win the Customer
JANUARY 29, 2015
'The secret to Ritz-Carlton customer service lies in its strict adherence to its “Gold Standards” that include the Credo, the Motto, the 3 Steps of Service, the 20 Basics, and the Employee Promise. Service at the Ritz-Carlton is so outstanding at the hotel company that it has won the coveted Malcolm Baldridge National Quality Award twice, […].
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.
Bill Quiseng
JANUARY 26, 2015
One of the real benefits of social media is connecting with people from around the world who we would otherwise not meet. I especially appreciate meeting individuals who are as committed as I am to helping small businesses create a customer experience that builds loyalty. This week’s guest post is from Adam Ramshaw based in Australia. Once you read his post, you will see Adam shares that commitment.
Beyond Philosophy
JANUARY 26, 2015
'President Obama’s sixth address to the union was last night. He touched on several key issues citizens in the US are familiar with from unrest in the Middle East to the need for better opportunities for middle-class families to thrive in the economy. One interesting bit of his speech touched on an important issue for Customer Centricity: data breaches.
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
JANUARY 28, 2015
'The telephone has been proven to be the most basic and core tool for any organization to truly understand its customers and effectively serve them. I recently attended the Association of National Advertisers’ 2014 Masters of Marketing Conference, alongside some 2,800 other marketers and vendors. Throughout the event, the concepts of brand purpose and listening, as well as […].
PeopleMetrics
JANUARY 29, 2015
'I found a fun subreddit yesterday. It’s called Desire Path. It’s a collection of well-worn paths, typically made by people cutting corners or avoiding obstacles. I’ve been laughing about the silent democracy of it all. And I’ve been thinking about how a simple path says a lot about good customer experience and design. The Quiet Customer. We often talk about listening and responding to customer feedback.
Customer Bliss
JANUARY 27, 2015
'Beloved companies know that the outcome of their decisions and their actions reveal who they are and what they value. Companies who decide to believe make belief a competency of their business, people, and operation. Are you a company of believers? Review the ten actions of believers. Can you say yes to each action? . 1. Make employee selection a priority.
CX Journey
JANUARY 29, 2015
'Image courtesy of James Cridland Have you ever wondered why customers say they buy your products based on price - and then, in the end, they also stop buying because of price? What''s that phenomenon all about? In a nutshell, the answer lies in the value received (a) for the price paid and (b) relative to the competition or to alternative products.
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Win the Customer
JANUARY 29, 2015
'Advanced analytics digs deep to give meaningful, relevant information about solutions and processes, helping you make better customer impacting decisions. How would you like to have a better grasp on how your marketing department is doing? What about accounting turnover or HR inefficiencies? How does your call center perform in your industry? What do your […].
PeopleMetrics
JANUARY 30, 2015
'In a tough financial stretch, the Brown family decided to cancel its Comcast cable service. And what started with a sensible budgeting decision turned into name-calling. As reported by Christopher Elliott (and later, CNNMoney ), when Ricardo Brown received his last bill, he noticed a not-so-subtle change to his name: (from Elliott.org). Ricardo’s wife, Lisa, tried to fix the issue herself.
Customer Bliss
JANUARY 29, 2015
'Here are three actions (and the need for a lot of responses) to help you pull the customer experience work into focus: 1. Know Where You Are In the Process. You have assembled many groups of people in the company to identify customer touch points. Yes _ No _. You have brought in customers to validate and course-correct our findings. Yes _ No. You have now held numerous sessions and people are starting to wonder what you are going to do with this mapping.
CX Journey
JANUARY 27, 2015
'Image courtesy of cgrantham Today''s post is a modified version of a post I originally wrote for Confirmit in September 2014. We often hear customer experience professionals talk about the fact that there''s a great emphasis to - and a greater return if we - focus our efforts on the customer experience for B2C companies. There''s this notion that it''s not as important for B2B companies, that it can''t be impacted, or that it doesn''t matter because B2B is just a different beast.
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.
Waypoint Group
JANUARY 29, 2015
There was a great discussion this week on the Customer Success Forum group page on LinkedIn that got me thinking about how companies approach speaking with customers about customer success (CS) for the first time. The original posting had to do with how to drive customer participation is discussing CS. The enquirer wondered why “cold-calling” customers to set up a customer success check-in was so difficult, only yielding a small response rate.
The DiJulius Group
JANUARY 28, 2015
'No more training needed - We have heard it all: “I don’t have time to train our employees on Customer service” or “Customer service training is too expensive” or “It doesn’t work, they just go back to their old habits anyway” and “We do train them, on the first day of orientation we tell our […].
1 to 1
JANUARY 27, 2015
'Three years ago, Gartner VP Laura McLellan boldly predicted that by 2017, CMOs would be outspending CIOs on IT. McLellan''s prediction ignited a firestorm of discussion among industry executives and pundits about the role of the CMO and the marketing organization in technology spending. But the debate hasn''t stopped there. As a growing percentage of enterprise IT spending is being directed at marketing, some observers have positioned this as a control issue and a catalyst that is deepening the
Win the Customer
JANUARY 27, 2015
'To succeed in the age of the customers, call centers need to transform into action centers focused on meeting and exceeding customer expectations. A Forrester report concluded that just 31% of all organizations really look closely at the quality of the customer service interactions taking place in their call center each day. Furthermore, only about 30% […].
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?
1 to 1
JANUARY 29, 2015
'Football fans only have a few more days until the New England Patriots and Seattle Seahawks battle it out on Super Bowl XLIX. The Super Bowl is still one of the largest--and most expensive--televised events of the year, making it a critical advertising day for brands. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
1 to 1
JANUARY 27, 2015
'Once upon a time, the word ''value'' instinctively referred to what a person believed in--their ideals and morals. Skip ahead to present day and you''ll find that the term is simply a word to inadequately describe the menu at your favorite artery-clogging fast-food joint. No one really cares about your beliefs; all that counts is that you didn''t break the bank while ingesting your future heart attack.
1 to 1
JANUARY 26, 2015
'In his annual State of the Union Address last week, President Obama outlined his proposal for Congress to allow six weeks of paid maternity and paternity leave for all workers. On Jan. 15, Obama already signed a presidential memorandum guaranteeing federal workers six weeks of paid leave if they have a new child.
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