FCR – One call, that’s all
Callminer
DECEMBER 25, 2015
Industry experts have long estimated that 25 cents of every dollar spent by a call center goes toward fixing issues that weren’t properly addressed during the customer’s initial call.
Sat.Dec 19, 2015 - Fri.Dec 25, 2015
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The Meteoric Rise Of Content As A Driver of Buyer Behavior, Especially Rich Video: What Does It Mean For Marketers?
Beyond Philosophy
DECEMBER 22, 2015
Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy. As they are gathering information to help in day-to-day brand decision-making, consumers want, crave, desire, seek, and value content from marketers – as long as it is reasonably altruistic, informative and objective, and minimizes the ‘look of sponsorship’ and the three most readily identifiable sales ‘P’s’: push, pitch, and puff.
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Keep the Focus on the Customer During the Holidays
Win the Customer
DECEMBER 24, 2015
The final two months of the year can represent up to 40% of overall sales for the year for some companies, making the holiday season a critical time of the year especially for consumer-focused organizations. Getting the biggest impact during this unique time of the year requires that all customer-impacting teams in an organization are working at their very best.
The Future of CX
Heart of the Customer
DECEMBER 21, 2015
The CXPA’s CX Experts all collaborated to predict what CX will be like next year, and the article they came up with is a great read to get us all excited about the future of CX in 2016. Attached is a PDF of the article—check it out! Read the PDF here. The post The Future of CX appeared first on Heart of the Customer.
Turn Payments Into Personalization: Unlock the Value of Transaction Data
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.
What’s the Best Way to Manage and Empower Call Center Agents?
Callminer
DECEMBER 23, 2015
Drive performance improvements with speech analytics, personalized coaching, and agent scorecards in the call center. Read more.
Moving Your Social Media to the Next Level
Beyond Philosophy
DECEMBER 23, 2015
Social media is a psychological bid to get your attention. Getting it can be tough, but when you know how people make decisions and how that affects their behavior on social media, getting people’s attention gets much easier. And in nearly every situation the answer to what is driving behavior is emotions. Canva.com had an interesting blog post that addressed these emotional responses.
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Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
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Do You Need a Chief Customer Officer?
Customer Bliss
DECEMBER 22, 2015
A Chief Customer Officer is successful when he or she can simplify how the organization works together to achieve customer-driven growth, engage the leadership team and connect the work to a return on investment. Sustainable transformation will only occur when this work goes beyond project plans and status updates, and is grounded in caring about customers’ lives.
See Awesome Business Lessons Learned from Unlimited Extremes
Kate Nasser
DECEMBER 20, 2015
Everyday extremes can teach us much about business success. Here are business lessons learned from unlimited extremes. Insight fr The People Skills Coach™. The post See Awesome Business Lessons Learned from Unlimited Extremes appeared first on KateNasser.com.
How to Automate Customer Feedback
Provide Support
DECEMBER 22, 2015
Customer feedback. Feedback is necessary for a variety of reasons. Not only does it allow you to gauge how you’re perceived by your customers, but it also helps new customers find you. You may have heard that people are more inclined to complain about a negative experience than share a positive one, and that’s absolutely true. If you want to encourage people to share their positive experience, automation with a little positive incentive will go a long way. (.).
So, What Exactly is Customer Loyalty?
CX Journey
DECEMBER 24, 2015
Image courtesy of m.muneeb381 Do you know what customer loyalty is? When people at your company think about "customer loyalty," are they thinking about your customers' likelihood to recommend? likelihood to repurchase? likelihood to purchase additional products? How does your company define customer loyalty ? I had a situation recently that caused me to call on a provider to whom I've paid thousands and thousands of dollars by way of monthly premiums for the last 20+ years.
Reimagine Your Communications With A Unified Platform
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Do You Need a Chief Customer Officer?
Customer Bliss
DECEMBER 22, 2015
A Chief Customer Officer is successful when he or she can simplify how the organization works together to achieve customer-driven growth, engage the leadership team and connect the work to a return on investment. Sustainable transformation will only occur when this work goes beyond project plans and status updates, and is grounded in caring about customers’ lives.
Why Weather-Driven Insights are Getting Hot
1 to 1
DECEMBER 23, 2015
What a difference a year makes. While the 2014 holiday season was marked by the hashtag #snowmageddon with photos of cars buried under snow, this year's holiday season will be remembered as the warmest December on record. Temperatures on December 12 and 13 even broke a 142-year-old record across the eastern U.S., reports AccuWeather. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
The Evolving Chief Customer Officer: Identifying Value, Authority, Scope, Responsibilities, and Strategic Direction Within the Enterprise
Beyond Philosophy
DECEMBER 23, 2015
Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy. In the past decade, we’ve seen the number of companies with an individual in the role of Chief Customer Officer (CCO) – nicely defined by Wikipedia as “the executive responsible for the total relationship with an organization’s customers” – grow from under 100 to thousands today.
Do You Employ the 10th Man Rule?
CX Journey
DECEMBER 22, 2015
Image courtesy of dullhunk When it's decision-making time, is there someone on your team who always plays devil's advocate? And how do you view that person? Does he frustrate you? Or are you happy for an opposing view to drive alternative thinking or to facilitate deeper conversation? Either way, there's a rule that outlines what that person is doing or should be doing; it's the 10th man rule.
Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity
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.
The New Golden Rule of Consumer Behavior
1 to 1
DECEMBER 22, 2015
Peace on Earth and goodwill toward man--admirable concepts, particularly at this time of year, but still considerably lacking among the general public as of late. You see, 'commercialism' has become the C-word that defines the season, not 'Christmas' or 'Chanukah' even, putting the focus on 'me' ahead of 'we' more and more each year. Thus, as shoppers make their final purchases and travelers embark upon their journey home, we must take some time to assess how our self-involved behaviors impact t
Bridging the B2B Customer Experience Chasm: Addressing the Talent Gap
1 to 1
DECEMBER 22, 2015
My colleague Anna Papachristos recently wrote an insightful article about the findings in Accenture Strategy's 2015 B2B Customer Experience report. The report underscored how despite the understanding of executives about the value that B2B customer experience initiatives can generate, the vast majority of B2B companies are missing out on revenue growth opportunities due to poor performance.
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