Customers That Stick
DECEMBER 18, 2014
'Meet Becky Lollar ! I grew up in Bartlett, TN and attended Union University in nearby Jackson where I earned degrees in elementary education. I taught Kindergarten for three years then chose to stay at home with my two daughters. After our first family trip to Walt Disney World, I was hooked! I now represent Magical Travel, an agency which specializes in selling Disney vacations.
Bill Quiseng
DECEMBER 15, 2014
This week’s guest post is offered by customer service expert Nicholas Goss. We both share a commitment to help small business owners Deliver the World’s Best Customer Experience. I connected with Nicholas first on Twitter and quickly began a fan of his customer service blog. He was kind enough to allow me to publish here one of his recent posts.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Heart of the Customer
DECEMBER 18, 2014
'Effort is the bane of your customer experience. Or, as I like to say, “ Thinking is bad.” But is customer effort the right measurement to use? First, an overview. The CEB created the Customer Effort Score (CES) as a transactional measurement. You can see my early post here. Its original phrasing was “How much effort did you personally have to put forth to handle your request?
Win the Customer
DECEMBER 19, 2014
'There was a time when customer service consisted of a row of operators answering calls, using a bank of telephones. If the call center was understaffed, customers would wait for nearly an hour to talk to a representative. But, if the call center was overstaffed, then the office was bleeding money in salaries. Luckily, cloud […].
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.
Customers That Stick
DECEMBER 15, 2014
'Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere. VOLUME 37: November 2014. Thoughts on the Customer: The Sympathetic Holiday Shopper. If you read our December 11 blog post , you know that we recently conducted a survey of consumer attitudes on holiday shopping.
ClearAction
DECEMBER 19, 2014
Shared Vision is Essential for Customer Experience Strategy. If you've ever gone on an extended outing with several friends, you're sure to appreciate the value of having a shared vision among all, from the outset of your journey, about where you're going and why, how fast you'll go and when you'll pause and celebrate, and how you'll decide things along the way.
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
DECEMBER 19, 2014
'You have been working hard to get your CEO to buy into the need to get closer to customers. You’ve gotten here through social feedback, anecdotes, and gut feel. But now, leadership understands a formal Voice of the Customer program is essential to achieving your customer experience goals. You have the green light to start to ask customers for feedback!
Customer Bliss
DECEMBER 16, 2014
'There are skill sets specific to driving culture change that need to be present when doing this customer experience work. The lack of these six skills comprises the execution chasm. 1. Experience in Completed Brand and Marketing Projects – Experience from completed project work brings with it huge gains in knowledge, skills and insights. This crucial past experience of many start-to-finish achievements will optimize the customer experience work. 2.
CX Journey
DECEMBER 16, 2014
'Image courtesy of featureset I originally wrote today''s post for InsideCXM. It appeared on the site on September 15, 2014. Want to know the secret to customer retention? I''ll tell you, but first a story. I grew up on a farm in Ohio and, as a young girl, had many horses over the years. One of my horses was named Rusty, and he was what many would call "barn sour" and "herd bound;" he either didn''t want to leave the barn or leave the other horses.
Heart of the Customer
DECEMBER 15, 2014
'nanoRep and I recently partnered on a webinar to discuss reducing effort in your customer experience. We discuss the Customer Effort Score, simplicity, and how to use self-service to prevent customer disloyalty. You can view a summary at [link]. Enjoy! The post Webinar: Thinking is Bad appeared first on Heart of the Customer. No related posts.
Advertisement
Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
1 to 1
DECEMBER 17, 2014
'Facebook, the company whose mantra was once "move fast and break things," has decided it needs an empathy team. Business Insider reports that Facebook has created a team whose job is to understand what it''s like to be a customer using their advertising products. Additionally, instead of referring to customers as "users," the social networking giant is now calling them "people.".
Customer Bliss
DECEMBER 18, 2014
'How your company takes action and how you stitch the actions together makes a huge difference for the front line. You need to know if there is a chasm in perception of commitment and action as you move forward in the customer experience work. Here’s a mini reality check audit. Read the statements and determine how strongly you believe the action is successfully executed: Never – 0.
CX Journey
DECEMBER 18, 2014
'Today I''m pleased to present a guest post by Rohit Yadav. The way customers interact with brands has drastically changed over the past few years. In the words of Forbes contributor Brian Walker, " Digitally empowered customers are firmly in charge, bouncing from channel to channel at the drop of a hat.” It is now more important than ever before to intertwine marketing efforts with sophisticated customer relationship management tools to deliver a seamless customer experience at every touch poin
The DiJulius Group
DECEMBER 17, 2014
'Need to get into the holiday spirit and be inspired to go Above & Beyond for your Customers? Check out the following three holiday stories: 1) Christmas Flies to the Dominican Republic – WestJet has done it again. Last year the Canadian airline shocked travelers by asking them to share their Christmas wishes with an electronic […].
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
DECEMBER 17, 2014
'Behold, free shipping! One of life''s small victories, particularly during the holiday season. For some online retailers, such offers have become universal, while others make consumers earn their reward. In my case, I met Free People''s minimum purchase requirement by mere dollars. But, what I saved in shipping costs, I inevitably spent in time. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
1 to 1
DECEMBER 16, 2014
'December. That time of year when thoughts turn to holiday gatherings and unused PTO (paid time off). It''s also that period when New Year''s predictions articles accumulate like scraps of wrapping paper on Christmas morning. So with this in mind, here''s the number one priority for customer experience leaders in 2015. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
1 to 1
DECEMBER 15, 2014
'A comprehensive report last week commission by the Association of National Advertisers and conducted by cyber security company, White Ops Inc., confirmed what many in digital marketing and advertising already knew: Ad fraud is getting worse. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
Expert insights. Personalized for you.
162 
Let's personalize your content