Sat.Nov 14, 2015 - Fri.Nov 20, 2015

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How to Enrich Customer Interactions: 3 Actionable Tips

Callminer

Companies need to do more than meet customer expectations. Here’s a look at 3 ways to enrich customer interactions and drive customer engagement optimization.

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You Need Customer Service, No Matter How Good Your Experience

Customers That Stick

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Ways to Make the Omnichannel Customer Support Experience Exciting.

Uniphore

Clients have huge expectations for accepting incredible encounters of shopping experience across all greater part of the channels they utilize. Giving clients problematic or even run-of-the-mill isn’t an alternative – if clients are unsatisfied or baffled with their omnichannel encounters, they'll escape. Read More.

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The Truths All Bosses Know About Being the Boss

Beyond Philosophy

In this series, professionals share how they embrace the entrepreneurial mindset. See the stories here , then write your own (use #BetheBoss in the post). I was a senior executive with 3,500 people reporting to me globally. I had worked my way up and found my place in corporate life. I had it all: a big expense account, a big budget, and a big salary.

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From Data to Decisions: Maximizing Retail Potential with AI

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.

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Picking Hardware and Software for Customer Service Success

Win the Customer

Your biggest assets are your customer service agents. To ensure those agents are able to provide the best service, you must provide them with the tools to be successful. As a customer service manager, you understand the importance of providing good customer service. Your team’s success can make the difference in the survival of the […].

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Proof That CX Pays

Heart of the Customer

As a customer experience professional, you know CX pays. How could it not? Customer experience leads to loyalty – so if your customer experience is poor, you have to spend an inordinate amount of time replacing the customers you’re losing. You understand this, and you understand the ideas and practices that underlie CX and all […]. The post Proof That CX Pays appeared first on Heart of the Customer.

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Kate Spade Revamps Retail Experiences to Deliver Brand Values

Beyond Philosophy

Kate Spade New York has their hand in many types of luxury items these days, from handbags to clothing to fragrance to stationery. Their website claims the brand has 175 shops internationally. Something else they have? A great new retail strategy. Consumers for the luxury brand can look forward to a change in their experience. According to Business Insider, the new experience is called a “guest journey” and the sales associate is now their “muse.”.

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Get Ready for Your Customer Journey Mapping Workshop!

CX Journey

Image courtesy of Alan Tunnicliffe Today's post is a modified version of a post I originally published on Touchpoint Dashboard's blog on June 15, 2015. You’ve got buy-in and commitment … all the right people in your company are on board to map your customers’ journeys. They realize the importance of walking in the customer’s shoes in order to understand the experience before they can fix it.

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Build a Customer Room and Engage the Company

Customer Bliss

Using the Customer Room to drive monthly, quarterly and annual accountability is one of the most robust actions that we have been using to align leaders and drive a different kind of taking action. The Customer Room is a tangible depiction of the current customer journey. The Five Competencies come together to tell the story of your customers’ lives.

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Customer Service People Skills Timing: How to Sharpen Yours

Kate Nasser

How is your customer service people skills timing? Improve it with these 4 steps fr The People Skills Coach™, The post Customer Service People Skills Timing: How to Sharpen Yours appeared first on KateNasser.com.

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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.

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How to Tailor Customer Service Based on Customer Personality Type

Provide Support

How to Tailor Customer Service Based on Customer Personality Type. Always keep in mind that people are different, not difficult — Peter Urs Bender, “How To Deal With Difficult Customers” A key skill of a successful customer service professional is an ability to be flexible and use different approaches in different situations, that is, to tailor the way they respond to customer needs based on particular context of the situation.

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How to Apologize to Customers Effectively

Comm100

‘I’m sorry.’ The two most inadequate words in the English language. – Beth Revis. Apologies are important, but often times “I’m sorry” is not enough. Just repeating the phrase over and over again will come off as insincere—which can be difficult, because it’s hard to be genuine when you don’t always feel sorry. But there are so many instances in which you have to apologize to a customer.

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Use the Data You Have Now to Build Customer Asset Metrics

Customer Bliss

When you start building your first version of Customer Asset Metrics, all the data may not be perfectly lined up or organized. Establish your first version of the growth or loss of your customer asset and key customer behaviors to watch — using the data you have now. The key is to begin. Then evolve from there. Don’t wait until the systems are all perfect.

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Team Building Across Generations – Proven Approach | #leadership

Kate Nasser

Here's a proven approach fr The People Skills Coach™ to team building across generations. Let youthful energy & mature experience increase innovation! The post Team Building Across Generations – Proven Approach | #leadership appeared first on KateNasser.com.

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Software Composition Analysis: The New Armor for Your Cybersecurity

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?

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Cracking the Code on Customer Journey Mapping

CX Journey

Image courtesy of Crack the Customer Code Have some questions about journey mapping? You're not the only one! I recently sat down with Jeannie Walters and Adam Toporek for a Crack the Customer Code podcast on one of my favorite topics: journey mapping. During this podcast, I answered their questions about customer experience and, more specifically, about journey mapping.

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U.R.X. | Carpe Momento | THERE YOU ARE!

The DiJulius Group

Employee apathy creates Customer apathy – Today too many companies think it is a race to evolve their Customer Experience from costly human interactions to the bells and whistles of fancy technology like self check in/out iPads, apps, kiosks, marketing and by communicating solely through social media channels, and online support. While this is a […].

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Listening Is the Key Ingredient to Successful Customer Experiences

1 to 1

Stephen R. Covey said, "Most people do not listen with the intent to understand; they listen with the intent to reply." The 2015 1to1 Media Customer Champions are doing the former and proving that listening to understand leads to big results. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

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Travel Learning Open-Mindedness: JOIN #Peopleskills Chat Nov. 22

Kate Nasser

Travel learning open-mindedness is our #peopleskills global Twitter chat Nov. 22nd 10amET. JOIN The People Skills Coach™ to explore this topic amidst all the hatred, discord, and strife racking our world today. The post Travel Learning Open-Mindedness: JOIN #Peopleskills Chat Nov. 22 appeared first on KateNasser.com.

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7th Annual CX Report by The Northridge Group Uncovers Priority Training Focus

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

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6 Rules for an Effective On Hold Message Script

Comm100

79-year-old Mona Shaw was so livid that she took a hammer to her local Comcast office and smashed up computers and keyboards until her arrest. What inspired such violence in the senior citizen? Shaw had spent days grappling with inferior customer service, only to be left without Internet, television, or phone—and without any idea if or when these services would be reinstated.

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4 Tips to Boost Conversions and Customer Retention on Cyber Monday

PeopleMetrics

Cyber Monday marks one of the most prolific online shopping days of the year for e-commerce businesses. And with increased traffic comes increased risk. Nearly 65 percent of organizations reported an increase in cybercrime on Cyber Monday in 2014. If your company hasn't thought about cyber theft, then perhaps the upcoming holiday sales season is the prompt you've been waiting for.

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A Shared Trait of Customer Champions: Gathering and Acting on Customer Insights

1 to 1

This week, as we recognize and celebrate the 2015 1to1Media Customer Champions, it's a reminder of the communal characteristics that are shared by customer advocates. They place customers at the center of their strategic efforts. They also listen to and act on customer feedback. In addition, Customer Champions also gather customer insights from a variety of sources in order to better understand what customers want and to continually improve upon the customer experience.

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Customer Experience for the Future: Brilliance by Pattern Discovery

ClearAction

Customer Experience for the Future: Brilliance by Pattern Discovery. Brilliance is the product of discovering patterns. And likewise, business growth from customer experience management is the product of discovering patterns. Think of advances made in biology, psychology, physics, and other sciences: our wisdom stems from noticing that Y follows X, and A is connected to B, and whenever C and D are combined there's a certain reaction.

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Mapping Digital Transformation: Retail’s Strategic Shift

Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib

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C3Centricity

Stories exist in all cultures. They have developed down through the ages as a means of transferring knowledge, long before books and now the web enabled their storage. Today’s information-rich world has made storytelling a required talent for CEOs and CMOs alike to develop. And websites and Fan pages now make it a necessary skill for brands too.

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Employee Empowerment Drives Customer-Centric Culture Change

1 to 1

Every successful executive understands that, ultimately, their employees reflect their leadership skills. Because they set the example, each employee subsequently embodies the strengths and flaws of those who govern their position. For our 2015 1to1 Media Customer Champions, this notion acts as their guiding principle, as they recognize that, every employee must be engaged in order to deliver optimal customer experiences.

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Digital-First Strategies that Elevate the Customer Experience

1 to 1

It's unquestionable that technology plays an important role in delivering exceptional customer experiences in today's digital-first world. Cloud computing, mobile devices, social media, and customer feedback management platforms are just some of the tools that enable companies to offer their customers the right products and services at the right time.