Beyond Philosophy
AUGUST 12, 2015
Should I feel like this? New Research. Wouldn’t it be great to know exactly what your Customers were feeling when they experience your products or services? Well, that day has come a bit closer as a new study out of Cornell University discovers that the brain has certain codes that it uses to interpret our emotions. It turns out that these codes are not unique to the individual.
Uniphore
AUGUST 11, 2015
Last week I called a financial institutional and ended up in their contact centre queue. I got the shock of my life when the IVR indicated that I had an anticipated 28 minute wait on hold before being able to talk to someone! Read More.
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Bill Quiseng
AUGUST 10, 2015
Micah Solomon is a customer service and marketing speaker, strategist, and author of the book, High-Tech, High-Touch Customer Service. Ever since reading his book, I have been following his customer experience articles on Forbes. So when he recently published an ebook entitled Culture Of Yes: Practices And Principles Of Great Hospitality , I was all over it.
Customers That Stick
AUGUST 11, 2015
Twitter understands that it is often a channel for immediate customer response, and it is not only embracing its role as a customer service channel but beginning to focus on selling itself as an indispensable channel for customer service. On August 6 th , Twitter released a Customer Service Playbook designed to convince organizations of Twitter’s importance as a customer service channel and to demonstrate how they can use the channel to generate effective results with customers.
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Win the Customer
AUGUST 14, 2015
One of the most frustrating elements of customer service online is a service provider with a terrible Website. Nothing says you don’t care about your customers or their customer experience more than by not investing in the right online experience or letting your Website commit the unpardonable sins of bad Web experience. How important is […].
Uniphore
AUGUST 13, 2015
Mobile users are more task focused and proactive than desktop users, explains ContactBabel and Jacada’s US Contact Center Decision-Makers’ Guide 2015, so when they need help, they expect their customer service providers to be proactive as well. Read More.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
C3Centricity
AUGUST 9, 2015
Last week I spoke about five of the most important actions you can take when starting your journey to improved customer centricity. If you missed it, you can read the post here. It will make a good background to this week’s ideas and suggestions. In this post, I would like to continue to support your efforts with some [.]. The post Connect with Customers for World-Class Understanding: 4 “Free” Ways for Every Business appeared first on C3Centricity.
Heart of the Customer
AUGUST 10, 2015
Now more than ever, customers are demanding top-notch service. In an age when there are options upon options for any service they could require, customers are taking full advantage of that fact: when they aren’t satisfied with the service they receive at a company, they simply bring their business to another. After a poor service […]. The post Webinar: Drive Growth by Reducing Customer Effort appeared first on Heart of the Customer.
Uniphore
AUGUST 11, 2015
Jacada is exhibiting at SpeechTEK 2015 , August 17 – 19, 2015 at the Marriott Marquis at NYC.
Kerry Bodine
AUGUST 13, 2015
It’s still seven months away, but I’m already getting excited for SXSW 2016. As you might know, I have a passion for customer journey mapping —and I want to share it in Austin! The team here at Kerry Bodine & Co. has proposed a SXSW workshop that will cover the mechanics of effective journey maps, why they’re mission critical, and how to get started using them in your organization.
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.
Kate Nasser
AUGUST 8, 2015
Leaders, are these leadership innovation blocks happening to you & your business teams? Many are not so obvious. Checklist fr The People Skills Coach™. The post Leadership Innovation Blocks: Are These Happening to You? appeared first on KateNasser.com.
Customer Bliss
AUGUST 13, 2015
Leaders who ground the work of the journey map to customer asset growth are most successful because the two connect in storytelling. The story starts with Competency 1: ‘As a result of the experience we delivered to our customers in the last month or quarter or year (before annual planning) here is the growth or loss of our customer asset.’. And it continues with Competency 2: ‘ Now we will traverse across the journey stages to diagnose where we helped or hindered growth.’.
CX Journey
AUGUST 11, 2015
Image courtesy of 10ch In the world of customer experience, what's the difference between outside-in and inside-out? Inside-out thinking means your focus is on processes, systems, tools, and products that are designed and implemented based on internal thinking and intuition. The customer's needs, jobs, and perspectives do not play a part in this type of thinking; they aren't taken into consideration.
Kerry Bodine
AUGUST 12, 2015
How do smartwatch owners use their smartwatches? What are prospective buyers’ expectations? And how much value do these relatively new devices actually deliver? Last week I partnered with AnswerLab CEO Amy Buckner Chowdhry to present a webinar highlighting findings of our recent research into how well smartwatches live up to the hype. Below, I share answers to some of the questions that came up during the webinar.
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.
Kate Nasser
AUGUST 13, 2015
People skills global Twitter chat Aug. 16, 10amET will explore bringing your whole self to work. JOIN The People Skills Coach™ & community. The post Bringing Your Whole Self to Work: #Peopleskills Chat Aug. 16 appeared first on KateNasser.com.
Customer Bliss
AUGUST 11, 2015
The real transformational power in building a customer (and employee) journey map is to embed a new starting point for the work of the organization. Instead of starting with the silos, the journey gives you a frame to start with customers’ lives. Companies that transform how they grow and are deliberate about it, do so because they think about the people at the end of their decisions.
CX Journey
AUGUST 13, 2015
Image courtesy of Culture Republic Today's post is a modified version of a post I originally published on Touchpoint Dashboard's blog on March 9, 2015. Creating a customer journey map is an important first step when it comes to your customer experience transformation. Notice the word that I used a couple times in that sentence: "customer." So, it's no surprise, then, that the most important thing to do when mapping the customer journey is to do it from the customer's viewpoint, right?
C3Centricity
AUGUST 9, 2015
Last week I spoke about five of the most important actions you can take when starting your journey to improved customer centricity. If you missed it, you can read the post here ; it will be good background information to build from for this week’s ideas and suggestions. In this post, I would like to continue to support your efforts with some suggestions on an area that many struggle with, that of connecting with and understanding your customers.
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?
Kate Nasser
AUGUST 11, 2015
If you want a career promotion, replace these non leader thoughts and show your leadership ability. Slide show from The People Skills Coach™. The post Career Promotion Thinking: Replace These Non Leader Thoughts appeared first on KateNasser.com.
The DiJulius Group
AUGUST 11, 2015
© Featureflash | Dreamstime.com – Matthew McConaughey Photo Best graduation speech of 2015 – I love this time of year because of all the amazing leaders providing inspiring commencement speeches. However, the best one I have come across did not come from a business leader or politician. It came from a Hollywood actor. Matthew McConaughey […].
1 to 1
AUGUST 11, 2015
The role of the CIO has evolved in recent years from a focus on helping the organization to reduce costs to enabling the enterprise to grow revenue and become more agile in responding to changing customer behaviors and market shifts. And while there are a number of components that factor into this metamorphosis, including the threats and opportunities posed by disruptive innovation, one of the greatest sea-changes for CIOs is reflected in their shift from a focus on supporting internal customers
Provide Support
AUGUST 10, 2015
Customer service emergencies. “Plans are worthless, but planning is everything.” – President Dwight D. Eisenhower. If your team is properly trained and faces all customer service challenges efficiently without any confusions and rudeness then your business will boost and the number of loyal customers will increase. However, if there is any room left to confusion, ignorance, fear and mistakes, then your customer service team is not as brilliant and well trained as it should be.
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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
AUGUST 12, 2015
It's often the details that elevate a customer experience from average to impressive. I experienced this firsthand during a vacation in San Juan, Puerto Rico. My husband and I dropped in for a four-day vacation in the island of enchantment and it was easy to see where Puerto Rico got its nickname. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
1 to 1
AUGUST 11, 2015
With each passing day, data protection becomes increasingly critical, for the more insight shoppers share online, the more they're at risk. Yet, while companies and consumers continuously work to safeguard this sensitive information, many still haven't adopted the best practice procedures necessary to prevent these attacks in the first place. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
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