Beyond Philosophy

MAY 14, 2015

People like the convenience of self-service. More and more of your Customers believe access to self-service options is essential to their relationship with your business. Knowing this, it is critical that you plan your self-service options well. Parature is a research and advisory firm specializing in communicating service-centric best practices. Their Customer Service Success Blog reported some interesting stats to consider about Customer’s self-service options, including: By 2017, Only 1/3 of

Customer Experience 160

Customer Experience Customer Relationship Customer Service Social Media 160

Customers That Stick

MAY 13, 2015

In the Temkin Group’s 2015 Experience Ratings Industry Snapshots, Internet Service Providers were ranked last out of 20 different industries. It’s no surprise; few people love their cable or phone provider, and among the least beloved is Comcast. Comcast announced recently that it will be putting a massive effort behind changing its customer service.

Customer Service 146

Customer Service Non-Profits Technology Technology 146

Win the Customer

MAY 11, 2015

Whether it’s on social media, website content, or on a forum, make sure that anything that comes from your brand is expressive, personable and consistent with your established beliefs. From love to business, trust and gaining one’s loyalty matters. Although there’s no magic formula to building a trusting relationship online, there are a couple of […].

Social Media 141

Social Media Technology Technology Customer Experience 141

PeopleMetrics

MAY 12, 2015

Customer experience darling Zappos recently reported 210 of its employees have resigned. That’s about 14% of their workforce. The exodus stems from an ultimatum issued by CEO Tony Hsieh early this past April. That number might seem shocking at first glance, but in terms of employee engagement strategy , it’s not so bad. A Call to Arms. Let’s back up a bit, and talk a little more about that ultimatum.

Engineering 107

Engineering Voice of the Employee Customer Experience Customer Service 107

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Provide Support

MAY 12, 2015

Today’s customer service involves more than a conversation face-to-face or on the phone. Email, live chat and social media have become important channels for consumers to engage with brands and seek for customer support. No matter how customer service is given to consumers, soft skills are essential for a successful customer service interaction. In fact, soft skills are even more significant than technical skills as at the end of the day what your customers will remember is how they felt about y

Customer Service 108

Customer Service Social Media Customer Satisfaction 108

Customer Bliss

MAY 14, 2015

A successful Chief Customer Officer/Customer Leader can: Bring folks together who don’t normally work together. Establish clarity out of the complexity that surrounds who does what on projects for “customers.”. Break the work into manageable chunks so that it doesn’t get abandoned. Develop “ownership” of the work by the operating areas. Consider their success as enabling the operating areas to focus and change.

CX 86

CX Customer Experience 86

PeopleMetrics

MAY 15, 2015

One of the interesting things about customer opinion is you’ll never hear all of it. Even with the best customer feedback management in place, you’ll only hear from the customers who choose to provide feedback. But rest assured, customers are forming opinions about your business in every interaction. And when they share those opinions, whether or not they share them with you, you’ll feel the impact.

Net Promoter Score 104

Net Promoter Score Customer Experience Touchpoint Customer Feedback 104

Heart of the Customer

MAY 14, 2015

I was interested in seeing Erin Wallace’s presentation at last week’s CXPA Insights Exchange, but I had no idea just how cool it would be. Her presentation was titled “Easier Said than Done: Move the Needle with Your Customer Experience Strategy,” and showed a very comprehensive approach towards customer experience that we can all learn from. […].

Customer Experience 74

Customer Experience Voice of the Customer 74

Customer Bliss

MAY 12, 2015

Many companies try to copy the actions that result from beloved companies’ decisions. The fact of the matter is decisions that earn customer love are not easily reached. To achieve the same impact, what enabled the decision must exist. You must get beyond the decision itself and possess what lies beneath it. What is the intent at the core of the decision?

CX 68

CX Customer Experience 68

CX Journey

MAY 12, 2015

Image courtesy of dkuropatwa I originally wrote today's post for Intradiem. It appeared on their blog on November 20, 2014. What is storytelling, and why is it an important tool to have in your CX Toolbox? In a post I wrote several months ago, I outlined the 5 Rules for Turning Data into Action for a Better Customer Experience : Centralize, Analyze, Socialize, Strategize, and Operationalize.

CX 66

CX Customer Experience Start-ups Customer Experience Management 66

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

The DiJulius Group

MAY 12, 2015

Spirit Airlines dead last in Customer Satisfaction scores – While JetBlue and Southwest Airlines battle it out between who is #1 at satisfying their customers, Spirit Airlines and Time Warner Cable had their own battle for worst, as they ended up tying for the last place in Customer satisfaction. Very few people are surprised at […].

Customer Satisfaction 49

Customer Satisfaction Customer Service 49

1 to 1

MAY 12, 2015

Periodically, a big brand will announce plans to invest millions of dollars in its customer service activities. In some cases, the same company continues to stumble a year or two later. We've all seen it before. Improving customer service isn't simply about throwing money at the problem or adding agents. Because customer care is multidimensional, organizational leaders also need to evaluate their customer care processes, the technologies they have in place, the criteria used to recruit and train

Customer Service 52

Customer Service Technology Technology Contact Center 52

Beyond Philosophy

MAY 12, 2015

There is a certain romantic notion that we sometimes just know things in our gut. We equate this to wisdom or expertise. In truth, when your gut instinct turns out to be right, it is a result of the complicated system of decision-making your brain employs. Psychologist and Professor Daniel Kahneman , winner of the 2002 Nobel Memorial Prize in Economic Sciences, explains why this is in his book, “ Thinking Fast and Slow ”.

Customer Experience 147

Customer Experience CEM Customer Retention Customer Experience Management 147

CX Journey

MAY 15, 2015

Image courtesy of chrisinphilly5448 Have you ever had an idea that needs a little boost to get to fruition? Every once in a while, I get some random thoughts and ideas or some things that I question or ponder - and may not necessarily have enough content to write a full post or enough time to develop the concept. I've jotted down a bunch of these thoughts and haven't done anything with them.

CX 62

CX Start-ups Customer Service Customer Experience 62

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

1 to 1

MAY 11, 2015

Think companies are improving their customer experiences? Think again. According to the recent 2015 Temkin Experience Ratings, more companies have dropped in their CX ratings this year. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

CX 42

CX Customer Experience Customer Loyalty Customer Service 42

1 to 1

MAY 12, 2015

For many companies, social media has become an innovative way to drive brand awareness. However, for TOMS, these interactive channels represent an opportunity to garner attention and increase engagement around social issues across the globe. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Social Media 38

Social Media Innovation Customer Experience 38

1 to 1

MAY 14, 2015

Last week, I stayed in two different hotels in the greater Atlanta area. One was a Ritz-Carlton, and the other a Marriott.* Hearing those two brand names, you might be tempted to assume that the guest experience at the Ritz was far better than the one at the Marriott. But it wasn't--at least not for me. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

CX 37

CX Customer Loyalty Customer Service Customer Experience 37

1 to 1

MAY 13, 2015

Last week, Comcast unveiled its latest plan for improving its customer service, which includes hiring 5,500 more customer service agents and automatically crediting a subscriber's account $20 if a technician fails to show up for a scheduled visit. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Customer Service 36

Customer Service Customer Experience 36

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