Win the Customer
JANUARY 5, 2015
'Highly effective and quality service like that delivered by the Ritz-Carlton Hotels is a prime example of organizations that have mastered the art of going above and beyond in the call of service through their innovative service experience. An experience with a team member at the Ritz-Carlton is different in that they will deliver a […].
Beyond Philosophy
JANUARY 5, 2015
'The list of the top 50 Best Places to work in 2015 was published last week by Glassdoor, the career community based in California. Not surprisingly, Google is in the number one spot. Other companies on the list included Southwest Airlines and Disney along with other big brand names. All of these companies have something in common: their employees are happy and engaged with their brand promise and they provide a good Customer Experience.
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Customers That Stick
JANUARY 8, 2015
'We''ve Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.
Heart of the Customer
JANUARY 8, 2015
'There’s been an ongoing discussion on the CXPA’s LinkedIn group around an article listing the most effective journey mapping tools. Tools mentioned were Visio, a presentation tool and a spreadsheet. But this discussion isn’t really just about journey mapping. It goes to the heart of how we communicate with the rest of our organization.
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Win the Customer
JANUARY 8, 2015
'Customer service is an important facet of any business. Consumers expect a level of responsiveness when they purchase a product. It not only means taking care of the customer at the point of sale, but before, during and after the transaction is executed. Based on surveys conducted by Right Now and Harris Interactive, 89 percent […].
Customer Bliss
JANUARY 8, 2015
'Your apology is your humanity litmus test. It is unavoidable that at some point, your business will suffer a failure that disappoints customers. How your company reacts, explains, takes accountability and removes the pain signals how you think about customers, and the collective heart of your organization. How would you rate your ability to accept accountability when things go wrong?
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
CX Journey
JANUARY 6, 2015
'Image courtesy of Gerard Fritz It''s that time of the year again. Pundits are making their predictions about customer experience, marketing, and more: what''s the next big thing coming in the new year and what should everyone be focusing on. As you know, these predictions are made every year, late in the year and as the calendar rolls over into the new year.
Win the Customer
JANUARY 8, 2015
'78% of top brands today completely ignore their customers online and fail to respond to customer requests on social media channels. Social media offers brands a fantastic opportunity to engage with their customer community and provides an easy channel for enhanced customer experience and customer relationship development today. Most brands today have jumped on board […].
Customer Bliss
JANUARY 6, 2015
'Remember when you were a kid and your brother or sister punched or pinched you? Sure, he or she apologized but it didn’t mean much. Why? (a) Your parent was usually prompting the words. (b) You received an apology too many times before, just to be punched again another day. Apologies to customers get tossed about just as freely when things go wrong.
1 to 1
JANUARY 6, 2015
'With each passing year, customer expectations become increasingly daunting. Companies find themselves racing to keep pace with the latest strategies and technologies. Yet, often times, the greatest innovators are those who keep things simple. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
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
JANUARY 8, 2015
'Image courtesy of Will S. Have you ever felt like the picture to the left describes your workplace? Nothing can stop the man with the right mental attitude from achieving his goal; nothing on earth can help the man with the wrong mental attitude. -Thomas Jefferson When I was in sports in high school, I was told that a positive mental attitude was everything - you can''t win without it.
InteractionMetrics
JANUARY 8, 2015
Sometimes customer service reps do everything “right” but miss the point of your brand entirely. You work hard to define your brand, but if you ignore the capabilities of customer service to communicate your company’s values, you miss a crucial opportunity to show customers that your brand is not just a logo, it’s a set of very specific qualities that set your company apart.
The DiJulius Group
JANUARY 7, 2015
'In case you missed it - The 8 most popular eServices of 2014 were the following. (I suggest printing them out, reading and sharing them with your management team.) 1. The 9 things your Customers do not want to hear – The majority of employees at most businesses uses these phrases. Make sure they are […].
1 to 1
JANUARY 5, 2015
'What constitutes a great customer experience? According to The Temkin Group, it''s a combination of three aspects of a customer''s interaction with a company--functionality, accessibility, and emotionality. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
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.
Customers That Stick
JANUARY 5, 2015
'Happy New Year, and welcome to the first Customers That Stick TM blog post of 2015! I thought our first post of the year would be a good time to talk about some of our upcoming plans for the blog. While the changes are not revolutionary — the blog will still be very recognizable to regular readers — it is evolutionary, and we will be refining our focus and and concentrating on some exciting new areas to help provide you even more value.
1 to 1
JANUARY 9, 2015
'We have entered the age of the customer--when companies only win by being customer-obsessed and delivering exceptional experiences. This is great news for customer experience professionals. Their skills and expertise are in demand, and at Forrester Research, we expect customer experience to continue its maturation into a full-fledged profession. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
1 to 1
JANUARY 6, 2015
'The automotive customer experience is becoming increasingly digitized. Automotive electronics are now embedded in drive trains, controls, and in dashboard systems. And while companies such as NVIDIA are making headlines with advances in autonomous driving capabilities at this week''s 2015 Consumer Electronics Show in Las Vegas, the connected car is also creating a host of customer experience opportunities for marketers and automotive customer care leaders to act on.
1 to 1
JANUARY 7, 2015
'Selfies keep getting fancier. I''m referring to the invention known as the "selfie stick." Instead of being limited by the length of your arm, mounting a smartphone on an extendable pole makes it possible to capture moments in their wide-range glory. 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?
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