Beyond Philosophy
FEBRUARY 2, 2015
'Music has a unique effect on our brain, especially concerning memory. Apple brilliantly capitalizes on all of them in its holiday ad. When it comes to branding there might be no better way than using music to help a Customer remember your brand promise. Here is the ad, in case you missed it: Part of the reason these studies showed the link is because music activates many centers across the brain, including the emotional ones.
Customers That Stick
FEBRUARY 5, 2015
'Creating great customer experiences and delivering great customer service almost always boils down to one thing: being able to understand the experience of customers — to walk a mile in their shoes and to build a better shoe or create a better walking path with that knowledge. It begins by understanding what your customers are going through, especially when the experience is not a positive one.
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Win the Customer
FEBRUARY 4, 2015
'The most unexpected finding when evaluating Disney’s “magic” recipe for customer experience is the focus on process—the drive and ability to optimize the mundane. One the most surprising facts about the Disney customer experience may just well be the 70% return rate of first time Disney visitors. When you consider the great lengths that individuals and families […].
PeopleMetrics
FEBRUARY 4, 2015
'We’ve written about why we think customer experience is the future of branding , and we’ve given you tips for transforming your workplace into one with a customer-centric culture. But let’s back up a bit and talk about your relationship with customer feedback. Because if you want to fix your customer experience, you two should be close. Real close.
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.
Beyond Philosophy
FEBRUARY 5, 2015
'Many b2b and b2c companies offer antiseptic, commoditized, vanilla experiences for customers. These are almost guaranteed not to be memorable, not to be talked about (unless neutrally or negatively), and not creating outside-in advocacy and value creation. Some, through culture, discipline, and purpose have succeeded in creating consistent, positive experiences which are appealing to customers and which customers consider worthy of passing along through informal conversation and recommendatio
Customers That Stick
FEBRUARY 2, 2015
'Technology is an integral part of frontline customer service. From information kiosks to digital signage, from mobile point of sale devices to the customer’s own smartphones; technology is part and parcel of even the most basic face-to-face interactions on the service floor. While much is made of online shopping replacing retail shopping, less is discussed about how online shopping is shaping customer’s expectations in stores.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
PeopleMetrics
FEBRUARY 6, 2015
'You''ve got your Voice of the Customer program in place. Your Client or Customer Advisory Board is humming along. You have built a discipline around customer journey mapping. You have the attention and support of leadership for customer experience improvement. So why have your Net Promoter Scores started to plateau? The answer is likely right in front of you.
Beyond Philosophy
FEBRUARY 3, 2015
'Decisions, decisions…we make them all the time about all kinds of things, and many times without even thinking about it. Sometimes, however, decisions take a lot of thinking, after which we may have our doubts about whether we made the right one. Helping your Customers make a decision is an important element in your Customer Experience design. The Consequence of Choice.
Heart of the Customer
FEBRUARY 4, 2015
'A new digital experience can make or break success for a manufacturer. But what do you do when you discover that many of your customers’ pain points are analog? That’s the situation that Laurie Englert was in. And the way she answered it was by creating an environment where customer experience is everybody’s job. Laurie […]. The post Interview with Laurie Englert – Customer Experience is a Team Sport appeared first on Heart of the Customer.
Win the Customer
FEBRUARY 3, 2015
'If you can’t measure it, you can’t manage it. This is especially critical in managing customer experience in the contact center. This is especially true in the fast-paced contact center environment when mistakes can have far-reaching effects before they are even discovered, and customer service quality can be negatively affected by one bad transaction.
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Customer Bliss
FEBRUARY 3, 2015
'We know through social media that customers remember your “hello” and “goodbye.”. Are you deliberate in the memories you deliver at the beginning and ending moments of customer contact? When you map out the customer experience stages, step away from ‘executing tasks’ and focus on the customer experience you want to deliver. To plan reliable delivery, you must know the customer emotions involved in the experience from beginning to end.
CX Journey
FEBRUARY 5, 2015
'Image courtesy of Axim2013 Today I''m pleased to share a guest post by Robi Ganguly , CEO of Apptentive. We’re one month into 2015, and it’s already apparent that Customer Experience is on everyone’s agenda - or at least on those of the 95% of retailers surveyed by Boston Retail Partners ,who identified customer experience as a top-three priority in the new year.
InteractionMetrics
FEBRUARY 4, 2015
It’s practically a given that every company will issue a customer satisfaction survey, but the old way of doing things isn’t working anymore. Customers are fed up with long surveys full of questions that don’t apply to them, and their responses to these surveys end up as useless numbers that don’t represent the actual customer experience.
The DiJulius Group
FEBRUARY 4, 2015
'Comcast at it again - Comcast had to be thrilled when 2014 came to an end, since it had one of the worst Customer Experience years to remember. However, they are starting off 2015 in similar style. Many times Customers are upset when they get their cable bill because of the unexpected charges they incurred. […].
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
FEBRUARY 5, 2015
'I was honored to be a part of this ebook, The 2015 Customer Experience Outlook – A Collection of Ideas for the Year Ahead brought to you by Kerry Bodine & Doberman. It’s is a collection of ideas from customer experience authors, designers, and industry leaders. I contributed an article about five competencies for Chief Customer Officers.
CX Journey
FEBRUARY 3, 2015
'Image courtesy of Touchpoint Dashboard Why is journey mapping important? I kicked off 2015 in a big way. Isn''t that what a new year is all about?! Every year is a new year to get it right - on a personal or professional level and/or on an organizational improvement level, i.e., employee and customer experience. For me, it was about elevating my customer experience thinking and expanding my horizons.
1 to 1
FEBRUARY 6, 2015
'We''re all content publishers today due to lower content creation costs (consider the cost of creating HD videos now versus five years ago) and the increasing need to deliver engaging experiences that support customer experience. Multiply this increasing amount of rich media content by an ever-expanding number of channels, regions, and brands, and it''s no surprise global organizations are struggling under a mountain of content.
Beyond Philosophy
FEBRUARY 3, 2015
'Seemingly forever, marketers and researchers have been trying to identify stable and predictable links between what consumers say about product and service experiences, what they mean, i.e. the emotional and unconscious underpinnings about what they really think and believe, and what they do in terms of actual decision-making and actions in the marketplace.
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
FEBRUARY 3, 2015
'A few months ago, I posted a blog about steps that companies such as Epsilon are taking to address the data science skills shortage. It''s a big problem, especially for companies that are striving to become more customer centric by gaining a deeper understanding of their customers'' behaviors, preferences, attitudes, and needs through the use of customer data and analytics.
1 to 1
FEBRUARY 4, 2015
'Google knows what you''re searching for; Facebook knows who you are, and Twitter knows what you''re (supposedly) interested in. User data is a critical component of a business''s monetization strategy but companies must deliver value to their users as well.
1 to 1
FEBRUARY 3, 2015
'With Valentine''s Day less than two weeks away, love is clearly in the air. Yet, while most are scrambling for super-sized bouquets of roses and heart-shaped boxes of chocolates, McDonald''s has gone one step further by converting affection into currency. For just two weeks--February 2 through February 14--the fast-food chain will allow select customers to pay using intangible gestures, such as hugs and high fives.
1 to 1
FEBRUARY 2, 2015
'During last night''s Super Bowl, whether Nissan''s #WithDad commercial tugged at your heartstrings or Procter & Gamble''s #LikeaGirl ad left you feeling inspired, the bigger question becomes, what return will these companies see long after the Monday morning quarterbacking over best and worst Super Bowl commercials ends? There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
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.
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