Callminer
MARCH 16, 2016
In order to drive a better customer experience, call centers must have the proper KPIs in place. CallMiner has outlined some of the best metrics to help guide your organization. Learn more.
Beyond Philosophy
MARCH 14, 2016
When Starbucks recently announced changes to its rewards program, Twitter users lashed out at the coffee giant. They complained that the new program, which will award points based on the amount of money spent (rather than on the number of visits to Starbucks) will penalize regular customers who buy only small items, like a brewed coffee. Some vowed to defect to Dunkin’ Donuts.
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Win the Customer
MARCH 14, 2016
The rapid migration from the web and PCs to mobile devices in the last decade surprised everyone. As smartphones rapidly became more advanced, users were soon realizing that their phones could be their primary window to the online world. People can now be in touch and up to date through their phone, receiving news, keeping up with social media and even watching their favorite shows.
PeopleMetrics
MARCH 14, 2016
The other night, I tried to explain to my wife how the turbochargers in my car work. About two minutes in, her eyes were glazed over so much it looked like she had cataracts. Which brings me to my point: Some things can seem complicated. Perhaps unsurprisingly, customer experience comes to mind as an example. Many business elements can affect the overall experience a company provides.
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Customer Bliss
MARCH 17, 2016
Business decision making has a power core. Knowing the heart and pulse that drives business decisions tells you a lot about how to move forward in customer experience. When customers are the heart of your business decision making, leaders are united in efforts to deliver a reliable and differentiated customer experience. Customer needs drive the overall plan for what’s developed and delivered.
Beyond Philosophy
MARCH 15, 2016
There are so many things that impact our customers and their experience. When you’re starting to sort this out (and even after you think you know) often times it’s hard to know what variables to focus on. What aspect of the experience deserves the most attention? What are the emotions that are most important to evoke? It can be very confusing and overwhelming.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Provide Support
MARCH 16, 2016
7 Signs Your Support Really Needs Live Chat. Live Chat is quickly gaining popularity all over the world, but many business owners are still not sure if it’s the right solution for their customer service needs. Many of them believe that traditional customer service channels like phone and email are quite enough to handle their customer interactions and keep their business competitive.
Kate Nasser
MARCH 13, 2016
Top leadership connection to inner circle removes these key threats to success. Connect and engage to succeed. In today's world, no news is not good news. Latest from Kate Nasser, The People Skills Coach™. The post Leadership Connection: Connecting to Inner Circle Removes These Threats appeared first on KateNasser.com.
The DiJulius Group
MARCH 16, 2016
Oversharing All companies are guilty of their front-line employees oversharing with the customer. When problems arise, your only job, as an employee, is to make things right immediately. The customer does not need to know how and why it happened or even that it almost happened. The customer just wants the experience he was expecting. Have […].
CX Journey
MARCH 15, 2016
What are the Four Moments of Truth? And do they fit into experience design? Last year, I wrote about moments of truth , defining them as: that make or break moment in the customer journey, that moment when, if all goes well, the customer will continue the journey and complete the task or interaction; he will do (or continue to do) business with you.
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.
1 to 1
MARCH 15, 2016
Last week at Enterprise Connect , one of the most talked-about topics was video, especially as it can be used by customer care agents to communicate with customers. Depending on how companies go about deploying video communication technologies, some of the challenges that have impeded adoption is the high amount of bandwidth consumed by video as well as cost constraints.
Kate Nasser
MARCH 16, 2016
As we awaken to the energy of spring, we can also reawaken people skills. JOIN People Skills global Twitter chat 10amEDT. Host: Kate Nasser, The People Skills Coach™. The post Reawaken People Skills: JOIN #Peopleskills Chat March 20th appeared first on KateNasser.com.
Beyond Philosophy
MARCH 16, 2016
All Customer Experience professionals are in sales. Even if you never sell a good or service to a single Customer, you are still in sales. And to whom are you selling? Your team, your distribution network, your suppliers, and most importantly, your CEO. Customer Think published a great article on the topic of selling your CEO and the other members of the C-Suite.
Customer Bliss
MARCH 16, 2016
I talked a bit about this in my book Chief Customer Officer 2.0 , but when discussing the idea of accountable leadership in terms of developing a customer-first, customer-obsessed culture, it all comes down to three major themes (which can further be broken down into a series of actions). Let’s address the higher-order themes first, then we’ll go into depth about how they lead you towards accountable leadership.
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
MARCH 14, 2016
Omichannel has been the buzzword in the marketing world for quite some time, as companies have sought myriad ways to connect their channels and data in seamless ways across their enterprises. But following announcements of recent store closures and post-holiday sales data that suggest more consumers chose to shop online than in physical stores, retailers must get serious about their omnichannel initiatives fast.
1 to 1
MARCH 18, 2016
Today's businesses find that happy employees are productive employees. All that happiness and productivity leads to satisfied customers too. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
1 to 1
MARCH 16, 2016
These days, people are as likely to find a date on a matchmaking site as they are to find a deal. As the stigma against online dating is fades, brands are seizing on an opportunity to court consumers across matchmaking apps and websites. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
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