Callminer
OCTOBER 29, 2015
Today’s customer-centric marketplace demands that contact centers drive customer engagement optimization at every stage of the customer journey. Read how in CallMiner’s latest blog post.
Beyond Philosophy
OCTOBER 29, 2015
Lululemon is a brand with a loyal cult-like following, but Customers began to sour on the Lululemon brand last year. However, the buzz is anything but sour on Lululemon these days. And it’s because they are realigning to their Customer-center. September 1st, the high-end yoga-wear maker introduced their new Pant Wall. The new fits are arranged according to how they feel when worn, rather than the silhouette as it was in the past.
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Win the Customer
OCTOBER 25, 2015
The right person will build upon what you’ve created, but the wrong person can bring it all down very quickly – and culture can take an awfully long time to rebuild, “Ensuring that someone else can eventually run the business that you’re building depends on one key thing,” according to Richard Branson, “whether or not you find […].
Customers That Stick
OCTOBER 27, 2015
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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.
Comm100
OCTOBER 30, 2015
If your business sells goods or services online, then you know that nothing beats having a new customer visit your website and then make a purchase. But, the sale is just the beginning of the journey with your new customer. Once the customer makes a purchase, you must ensure that he/she is satisfied with it. Many people confuse satisfied customers with loyal customers, and while they do share similar traits there are a few differences.
Heart of the Customer
OCTOBER 29, 2015
There’s been a ton of talk about “big data.” And rightly so. Big data has the potential to completely change how you treat customers based on a better understanding of their behaviors. It’s a great capability, and you should definitely look into it. But this blog isn’t about contact center big data. Instead, it’s about […]. The post Turning “Little Data” into Big Productivity Gains appeared first on Heart of the Customer.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
ClearAction
OCTOBER 25, 2015
Customer Experience Planning: Do This, Not That. The annual planning cycle is an opportunity to review pluses and minuses in what’s currently in play, take a look at what’s new, and request resources to take your customer experience performance to the next level in the new year. And it’s more than that: it’s the time when you should step back and assess alignment.
Provide Support
OCTOBER 28, 2015
Most important ingredients of social customer care. Today probably every business is sufficiently aware of the importance of social media for customer service. Report by Parature shows us that 33% of consumers confirm they have used social media to ask a customer service question at least once and 18% use social media as a customer service channel on regular basis.
Kate Nasser
OCTOBER 26, 2015
Customer experience leaders, find & remove all the "never ever" rules that rule & ruin your customers' experience. Insights from The People-Skills Coach™. The post Customer Experience Leaders: Remove the Never Ever Rules | #cx #cco appeared first on KateNasser.com.
Win the Customer
OCTOBER 28, 2015
For every business, large or small, the kiss of death is ineffective execution of projects. There’s a bullet coming your way! Actually, it’s a cannonball and if you don’t stop it, it will destroy you and could also destroy what your organization has worked so hard to achieve. For every business, large or small, the […].
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Customer Bliss
OCTOBER 27, 2015
When I ask executives if they know the volume and value of their new customers and compare it monthly, weekly and annually to the volume and value of lost customers – it’s not top of mind. “It’s in our data” is often the answer. But it’s buried data. Silos own their portion of the information, such as sales performance or marketing performance, but a one-company articulation of the growth or loss of the customer base has usually not been established or tracked.
Heart of the Customer
OCTOBER 28, 2015
How’s your brand today? Defining your brand used to be so much easier. In the good old days (for me, the good old days were the 80s), your brand was whatever your advertising said it was. Social media changed all that. Now your brand is whatever your customers say it is. And so your brand […]. The post Remember, Call Center Agents = Your Brand. appeared first on Heart of the Customer.
Kate Nasser
OCTOBER 24, 2015
How are your people leadership skills? Here's a list of essential things to do right now to be better leader tomorrow. From Kate Nasser, THe People Skills Coach™. The post People Leadership: 10 Things to Do Now to Lead Better Tomorrow appeared first on KateNasser.com.
Win the Customer
OCTOBER 26, 2015
With effective training in product, sales, and customer service, you can hire more diverse employees and train in a shorter amount of time. It’s almost go-time for retail managers. The holidays are approaching, and in preparation for the craziest time of year, managers must efficiently onboard and train new staff. The question arises for both […].
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.
Customer Bliss
OCTOBER 29, 2015
Throughout the course of every business, rules are built into the business. Sometimes these made sense when they were established, but eventually some rules drive people nutty. Worn out rules frustrate employees and customers. Stupid rules cause repeated work-around activities by employees throughout the company, exhausting them and forcing people to exercise one-off heroics.
CX Journey
OCTOBER 27, 2015
Image courtesy of Nikolai Berntsen Is it really everyone's job? Pundits and experts alike say that customer experience is everyone's job. If you google "customer experience is everyone's job" and "customer service is everyone's job," you'll find endless articles, blogs, and webinars with that very title. It's true. Technically, it is everyone's job.
The DiJulius Group
OCTOBER 28, 2015
Statement overload! When we start working with a consulting client and tell them the first place we start is creating a customer service vision statement, they say, “The last thing we need is another statement, we have mission statements, purpose statements, and our employees can’t even keep them straight.” Good businesses have evolved away from […].
Win the Customer
OCTOBER 24, 2015
Successful strategy is often about executing plans to develop differentiation between existing competitors. In the digital era, there is a growing consensus that most impactful differentiation depends on customer experience delivered to customers. Today’s strategy for success needs to increasingly focus more on customer experience management initiatives.
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?
Comm100
OCTOBER 28, 2015
Whether you’re an online business or a brick and mortar store, being able to provide great customer service is important to the success of your company. Help should never be hard to find for a customer; one way to make yourself easily and readily available is through live help software (also known as live support or live chat). Live help is a software as a service that allows businesses to chat, in real-time, with customers who visit their website.
Kate Nasser
OCTOBER 28, 2015
JOIN People Skills global Twitter chat Nov. 1st 10amEST w/ host The People Skills Coach™ to discuss how perfectionism affects others & how to deal w/ it. The post How Perfectionism Affects Others: Join #Peopleskills Chat Nov. 1st appeared first on KateNasser.com.
1 to 1
OCTOBER 28, 2015
REI, the Seattle-based outdoor recreation and sporting goods retailer, generated some buzz by announcing that it will be closed on Black Friday. While the company portrayed its decision in an altruistic light, it also underscores the fact that the day after Thanksgiving isn't as critical for driving sales as it used to be.
Qualtrics
OCTOBER 26, 2015
Last week I accidentally showed up to my doctor’s appointment a few hours early. When I realized what I had done, I was panicked. I had no way of rescheduling all my afternoon meetings and it would be weeks before I could get another appointment. When the receptionist noticed my stress she immediately jumped into action and within a few minutes she’d figured out a way to rework the doctor’s schedule so I could get right in to see him. .
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.
CX Journey
OCTOBER 29, 2015
Today's post is a guest blog by Matthew Olszewski. Strong customer service skills are a key element in the operation of every serious and successful business. Even small businesses that see an opportunity for additional earnings increasingly care about their customers and the level of service they receive. Good customer service is good for business.
Win the Customer
OCTOBER 30, 2015
Attracting new customers is expensive and difficult. Today, competing for new customers is just part of operating in virtually any industry. No matter what you do, you’re going to have to battle for new customers. Being able to maintain those customers you’ve worked so hard to win over is a critical on-going strategy to any organization that […].
1 to 1
OCTOBER 25, 2015
In recent months, companies like Netflix and Google have set the standard for maternity and paternity leave policies by launching generous packages and lengthy leaves. Domo, a 5-year-old startup, is proving that small brands can stand up to the big boys when it comes to offering competitive policies and benefits. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
Uniphore
OCTOBER 26, 2015
Mastering Omnichannel doesn’t have to be complicated. Here are 10 Omnichannel statistics you need to know to get you on your way. Read More.
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JUST RELEASED! New research reveals 92% of business leaders would like to provide additional training to their customer service representatives. Soft skills training stands out as a priority area of investment and/or improvement. Check out The Northridge Group’s latest CX research report —the 7th annual CX survey of 1,000 customers and 250 business executives—to see additional statistics as well as insights that businesses can use to benchmark their customer service and improve the overall exper
1 to 1
OCTOBER 27, 2015
Consumers have countless options at their fingertips in today's competitive market. From tables to tablets, the choices are endless across industries. Such possibilities, however, put the consumer in control, giving them the power to drive (or harm) long-term loyalty and retention in the end. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
1 to 1
OCTOBER 27, 2015
Unless you've been living under a rock, it's pretty obvious that marketing has become incredibly technology-focused. Instead of sending out batch and blast emails and conducting other random acts of marketing, marketers are increasingly exploiting the value of data-driven decision making to deliver more personalized communications and engage more effectively with customers.
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