Uniphore
JULY 29, 2015
Richard Snow, VP & Research Director of the Ventana Research's Customer and Contact Center Research practice, discusses the need to deliver a consistent, continuous and contextual customer experience both within and across multiple communication channels.
Beyond Philosophy
JULY 30, 2015
Most Customer Experiences are accidents—and unfortunately, they are not always happy ones. Why? Unless a company designs a deliberate experience that puts the Customer first and considers the Customer’s perspective, the message you send to the subconscious is rarely what you intend. The message you send will communicate how you are as an organization.
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Win the Customer
JULY 28, 2015
By leveraging millennials common characteristics of honesty, confidence, and passion, your organization can make the leap in customer experience and take it to the next level. Being a millennial is a strange experience in today’s world. On one hand, you’ve got many people from previous generations hating on you for being an unrealistic, arrogant dreamer.
PeopleMetrics
JULY 31, 2015
If you can tell, we’re fans of using feedback in your customer experience strategy. It helps you gain perspective. It helps you keep tabs on your experience. It gives you emotional snapshots of your company’s touchpoints. However, when thinking about collecting feedback on the customer experience, we can limit ourselves to considering feedback from customers.
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Kate Nasser
JULY 26, 2015
Teamwork persona: As you develop your career, ask yourself: Will others want to work with me? Work persona checklist from The People Skills Coach™. The post Teamwork Persona: Are You Someone Others Want to Work With? appeared first on KateNasser.com.
Beyond Philosophy
JULY 28, 2015
Brands are a fluid concept that can be destroyed in an instant. Brands make promises that should be kept by the people that deliver the experience. When the brand experience falls short of the promise, Customers feel disappointed, frustrated, and frankly, hacked off! For example, I recently purchased my new car. Having seen the adverts, undertaking the research online, and comparing various reviews, I narrowed my choices between a GMC Yukon or a Lincoln Navigator.
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
JULY 28, 2015
Transforming customer service at a small business. Limitations offer the biggest challenges to us, but at the same time they are the best boosters of creativity and inspiration. We all know that a distinguishing feature of almost every small business is their limited resources. There are not enough people, not enough budget to implement great ideas and purchase professional customer service tools.
Customer Bliss
JULY 30, 2015
How purposeful is your company in working together to determine the experience it delivers to customers? All too frequently the customer experience is the unplanned collision of deliverables between silos. An experience that’s knit together through the life cycle isn’t really thought through. These efforts fall prey to being inwardly focused definitions of contact points by the silos.
Kate Nasser
JULY 29, 2015
Positive workplace behaviors impact teams & the business. JOIN The People Skills Coach™ and community Sunday Aug. 2nd 10amET in #peopleskills global Twitter chat to share/learn. The post Positive Workplace Behaviors: JOIN #Peopleskills Chat Aug. 2nd appeared first on KateNasser.com.
CX Journey
JULY 30, 2015
Image courtesy of picturetakingone I originally wrote today's post for DuSentio; it appeared on their blog on March 23, 2015. I won't take the sports analogy very far, but what is the CX end game? Why should companies be focusing on customer experience? That seems like a crazy question to ask in 2015, yet there are still so many CX professionals who are struggling to convince their executives of the importance of committing resources to improving the customer experience.
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
JULY 27, 2015
With ProProfs, you can hide certain questions from your respondents and use them to record notes and comments. For instance, you can create a student enrollment survey, which has a hidden section where you can add your comments or notes, once students are done taking the survey. How it works? Let’s say that you want to create a student enrollment form with six questions, out of which you want to hide three questions.
Customer Bliss
JULY 28, 2015
Chief Customer Officer 2.0. My gift to you, download the first chapter of my new book. Managing customers as assets is about simple customer math: Incoming Customers minus Outgoing Customers = Net Growth or Loss. Read More: Customer Math is the First Step in Customer Experience Reliability. The post Leaders Must Care about Customer Loss & Growth appeared first on Customer Bliss.
Kerry Bodine
JULY 29, 2015
Newsflash: Smartwatches are tiny. They’re working with about 1/5 th the screen real estate of a smartphone, and tablets are downright gargantuan by comparison. Seem obvious? When we partnered with AnswerLab to study the current state of the smartwatch experience, we realized it wasn’t. It wasn’t obvious to brands whose apps failed to account for the limitations (and strengths) of this minute addition to the device ecosystem.
The DiJulius Group
JULY 28, 2015
Is your company Zero Risk? Zero Risk doesn’t mean your organization never drops the ball. What Zero Risk does mean is that when the ball is dropped, your employees (any employee) handles it appropriately and makes it right with the Customer. The Customer may now actually be more loyal than they would have been had […].
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
JULY 30, 2015
Facebook knows who you are. LinkedIn knows where you work. It's increasingly difficult though to tell the difference between LinkedIn and Facebook with both sites offering many of the same functions. This is a problem for LinkedIn in particular as it alienates its core user group of professionals and undermines the site's value. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
Win the Customer
JULY 25, 2015
When things go wrong, customers need access to resources or solutions from customer service. This is when organizations really differentiate in terms of their customer service experience. Customers often need more than just a product or service. When there are questions or when things go wrong, customer need resources for help or access to solutions […].
CX Journey
JULY 28, 2015
Image courtesy of juhansonin When making career decisions, are you a believer in the "follow your passion" mantra or are you on team "be so good they can't ignore you?" I saw the image to the left, which is a sketch/draft from Involution Studios' Field Guide, and realized I hadn't ever really thought about it that way, that one trumped the other. We always talk more about attitude trumping skills when it comes to hiring the right people - passion never seems to be brought into that equation.
1 to 1
JULY 28, 2015
Everywhere you turn, it seems there's another "connected" device that promises to make your life easier. But, while these gadgets continue to breathe life into the Internet of Things (IoT) movement, consumers are increasingly wary of how widespread adoption will impact their daily lives. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
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
JULY 28, 2015
I read a Wired article over this past weekend that really struck a chord. The article referenced a recent speech given by U.S. presidential candidate Hillary Clinton at New York University's Stern School of Business who argued that undue earnings pressures on executives at public companies are suppressing wages and having a detrimental effect on innovation and long-term growth opportunities among U.S. companies.
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