Callminer
APRIL 28, 2016
Recent data shows that 80% of business executives view customer loyalty as their primary marketing initiative for the next year. Which metric accurately corresponds to customer loyalty? First call resolution (FCR) – often considered the most important KPI to measure and track within a call center– is directly linked to a consumer’s level of satisfaction […].
Heart of the Customer
APRIL 24, 2016
In his terrific book X: The Experience When Business Meets Design, Brian Solis argues persuasively for ending your customer’s journey on a high note. Excellent advice, but not often followed. The importance of starting strong is well-known—websites begin with a striking visual, stores focus on greeting customers as they come in. But what about the […].
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Win the Customer
APRIL 28, 2016
While customer service problems aren’t always your fault, your ability to respond to a customer’s concern is within your control and is the responsibility of your organization. Being able to take action on the behalf of customers lies at the core of successful customer service experience. Today we explore five most common causes of customer attrition in customer service and how service agents can deal with them to save the customer experience and make things right for their customers
PeopleMetrics
APRIL 29, 2016
In the arms race for customer intelligence and customer experience improvement, you may find yourself compelled to blindly collect data. It may go something like this: Talking Head: Big data is the future. Replying Head: Yes, future. Big data. TH: Let’s collect data. RH: I agree. Which data do you want to collect? TH: I guess all of it. RH: This is a good plan.
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Customer Bliss
APRIL 27, 2016
Research indicates that, if you want people to listen to you, you typically need four elements taking place: That’s: Authority, or your knowledge and expertise in an area. Empathy, or your ability to connect with others. Collegiality, or your tendency to collaborate and stay transparent. Education, or your background and ‘vetting’ This four-pronged model is based on getting others to listen to you.
Comm100
APRIL 28, 2016
“Get closer than ever to your customers. So close that you tell them what they need well before they realize it themselves.” – Steve Jobs. A few years back, the internet erupted when the people at Gizmodo got their hands on the copy of the Apple’s Genius Training Manual. While the article was rife with criticism towards the iconic company’s training tactics, it’s worth noting that Apple is generally categorized into the upper echelon of excellence in customer service.
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
APRIL 26, 2016
How to inspire your customer service team. There’s a way to do it better – find it. Thomas A. Edison. According to Gallup survey 70% of American workers do not reach their full potential and get stuck at work. In most cases they are emotionally disconnected from their companies and feel they are not heard and noticed. Very often employees invest their time and money in professional development to better fit their positions.
Customer Bliss
APRIL 26, 2016
Episode Overview. In this episode, I speak with Margie Dillon, the EVP and Chief Customer Officer for Liberty Mutual , about her unusual path from Chief Financial Officer to Chief Customer Officer. We discussed her very deliberate path to engage the C-Suite and the specific actions that did and did not work. And she shared her “tipping point” where leaders began to personally engage, and how she used that commitment to build a 130-person company-wide cross functional team.
Kate Nasser
APRIL 24, 2016
Leaders who want employee engagement do well when they develop a culture of generosity. Would your teams welcome it? Before you jump in and say yes, explore these thoughts. The post Leaders, Are Your Teams Uncomfortable With Generosity? appeared first on KateNasser.com.
Win the Customer
APRIL 27, 2016
If you want your new small business to be competitive against the established ventures in your niche, it’s important to pay attention to the details that will create a professional appearance. Here are a few tips for how to give your new small business a professional vibe. Get a Professionally Designed Logo. A professional, memorable logo will help to maximize the money and effort you spend on your company’s branding efforts.
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.
ProProfs
APRIL 29, 2016
With ProProfs Training Maker’s integration with MailChimp, you can effectively market your courses to learners and instructors. You can track the emails you send, automatically update your email marketing lists, send newsletters about new course offerings to learners and do much more with this integration. ProProfs Survey Maker integrates seamlessly with MailChimp, so that you can easily send details of your survey respondents to MailChimp.
The DiJulius Group
APRIL 27, 2016
What is the biggest cost to a company? Robbie Richards writes for JitBit, a company that provides live chat and helpdesk software to help businesses simplify and improve their customer support. He provided a great piece on every company’s biggest expense. Ask a business owner or CEO that question and you’ll get answers like: R&D, […].
Kate Nasser
APRIL 27, 2016
Fear impacts work and personal relationships. JOIN The People Skills Coach™ & community for #PeopleSkills global chat on overcoming fear. The post Overcoming Fear: JOIN #PeopleSkills Chat May 1st 10amEDT appeared first on KateNasser.com.
CX Journey
APRIL 26, 2016
Image courtesy of GMC Software Have you gone through some journey mapping exercises, only to find that the maps don't deliver what they experts said they would? Have your maps failed you? What happened? Did you pick a scenario, put some paper on the wall, distribute Post-It Notes, and tell people to start writing down the steps to for said scenario?
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
APRIL 26, 2016
When companies make mistakes - and, inevitably, they will - the first thing they should do is apologize to their customers for any inconveniences it may have caused them. Unfortunately, apologies from senior management don't happen often enough, whether as a result of pride, fear of how it may impact the company's stock price, or simply that it doesn't occur to company leaders to admit when the company has erred.
Customer Bliss
APRIL 28, 2016
Negativity in the workplace is brutal. I’m not even talking about the normal culprits like gossip or ineffective managers confusing ‘accountability’ and ‘scaring their employees.’ That’s a part of it — that’s certainly negativity in the workplace — but it goes beyond that to overall employee engagement, which is somewhere under 20% globally and has been for much of the past three years per Gallup.
CX Journey
APRIL 28, 2016
Image courtesy of moon angel Today I'm pleased to share a guest post by Jay Baer. Haters are the early warning detection system for your business, much like a canary in a coal mine. So keep in mind that haters (canaries) are not the problem. Ignoring them is. The real problem for your business is the people who have a poor experience but are not passionate enough about you and your company to take the time to say something about it.
1 to 1
APRIL 28, 2016
Marketers should pay attention to a particular type of app: mobile messaging apps, advised Forrester Research Data Scientist Nicole Dvorak. Yesterday, at Forrester Research's annual Forum for Marketing Leaders in New York City, Dvorak pointed to behavioral research that suggests mobile messaging apps have become one of the most used applications on consumers' smartphones.
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
APRIL 25, 2016
Doing what's right for customers is an easy concept to understand but fairly difficult to implement. Listening to them, anticipating their needs, and providing tailored service where and when they need it can be challenging to put into practice. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
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