Callminer
FEBRUARY 23, 2015
It's critical for companies to mitigate risk in the contact center. The following CallMiner resource guide offers tips & suggestions of how to do it.
Customers That Stick
FEBRUARY 26, 2015
'Meet Nicole Miller! My name is Nicole Miller and I graduated in 1990 at Marymount University where I received a bachelors degree in business and fashion merchandising. Since graduation, I have always been in the retail industry and am currently the district manager for the Once Upon A Child stores. I am fortunate and proud to work for the original, owner and founder of resale, Lynn Blum.
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Win the Customer
FEBRUARY 27, 2015
'Unhappy customers cost businesses $537 trillion each year. The customer is NOT always right, but even wrong customers can significantly impact your business for the better. Instead of focusing on who’s right and who’s wrong, your time is always better spent doing what’s right and not what’s wrong to continue to keep existing customers and […].
Beyond Philosophy
FEBRUARY 24, 2015
'95% or a person’s processing power is the subconscious experience. Knowing this percentage, how can you harness the incredible power of the Customers’ subconscious mind to create a positive experience? Let’s look at two industries have embraced this and see what we can learn from them: Restaurants and Casinos. What these industries do to create a positive experience for their diners or players show us the importance of designing a deliberate subconscious experience for your customers, whomever
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ClearAction
FEBRUARY 27, 2015
Customer Journey Mapping: Apply Insights Everywhere. Customer journey mapping is a big investment in most companies, and money is being left on the table. That's because there are many more applications for customer experience insights than first meets the eye. While the sponsoring organization may feel like their hands are full in applying the journey map findings to their corner of the company, there are likely other departments that could benefit from the new-found intelligence.
CX Journey
FEBRUARY 27, 2015
'Is your company committing the 7 Deadly Sins of customer experience? Recently, my kids asked me about the 7 Deadly Sins; I don''t remember how the topic came up, but when they ask, I answer. Of course, as I ran down the list and explained them (in a PG kind of way), I pondered sins of the customer experience. I guess that put me on a 7 Deadly Sins kick.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
PeopleMetrics
FEBRUARY 26, 2015
'It''s safe here. We have a net. Perhaps it was because it was the beginning of the new millennium and everything was fresh and new. But back in 2000, I was addicted to change. My husband and I had recently moved continent. Bought a new house. Had our first child. And so, of course, it was exactly the right time to look for a new and more challenging career.
Customer Bliss
FEBRUARY 26, 2015
'Competency #5: Leadership, Accountability and Culture. Leadership behaviors are required for embedding the five competencies. For this work to be transformative and stick, it must be more than a customer manifesto. Commitment to customer-driven growth is proven with actions and choices. To emulate culture, people need examples. They need proof. Competency 5 is the glue that puts into practice leadership behaviors required by a united leadership team to enable and earn sustainable customer asset
CX Journey
FEBRUARY 24, 2015
'Image courtesy of S.O.O.C Which is more important: the last mile or the extra mile ? A couple months ago, I wrote about first and last impressions , posing a similar question there: which is more important? Today I''m wondering about the last mile and the extra mile. Which one should you focus on more? Which is more impactful to the customer experience?
Win the Customer
FEBRUARY 25, 2015
'Extending customer service into social channels presents a truly unique opportunity for service delivery in a truly personal and meaningful way that directly connects with customers and develops more personal customer relationships. Traditional approaches to targeting and marketing to customers doesn’t always work on social media. Likewise, traditional customer service approaches aren’t always feasible or […].
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.
The DiJulius Group
FEBRUARY 24, 2015
'Grudge Buy - There are businesses that people enjoy experiencing like a visit to Starbucks, a weekend at The Ritz Carlton, shopping at Nordstrom, or a visit to the Spa. Then there are businesses that Customers dread, wish to avoid, and it frustrates them that they need to waste their hard-earned money there. These are […].
Customer Bliss
FEBRUARY 24, 2015
'Competency #4: Proactive Experience Reliability and Innovation . Know, before customers tell you, where experience reliability is out of sync. Deliver peace-of-mind, consistency and innovation. Competency 4 builds out your “Revenue Erosion Early Warning System” and your evolving experience innovation process in “marquee” moments in your customer journey.
ProProfs
FEBRUARY 27, 2015
'Have you ever created surveys or forms for online market research or an in-person questionnaire that really needed a signature field? With our e-signature feature, you can easily get the signatures of your respondents while creating registration forms, application forms, a non-disclosure agreement, a sales contract, online petitions or even online training.
Win the Customer
FEBRUARY 23, 2015
'Positive service language yields exponential results to the service experiences and wins the loyalty of customers. All of us have been in positions when we have to return or exchange something, or when we have to request service on something we bought that is now in need of repair or maintenance. Most of us have been […].
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.
1 to 1
FEBRUARY 24, 2015
'Surviving in today''s turbulent business world is tough. According to Wells Fargo and the National Federation of Independent Business'' Education Foundation, about half of small businesses disappear within five years. In some cases, small business failures are the result of a lack of access to capital. Other contributors to small business failures include non-payment of taxes, lack of strategic planning, and a lack of management experience.
ClearAction
FEBRUARY 26, 2015
Customer Experience Journeys: Map for Actionability. Action — making a significant positive difference — is the point of anything we do in business. And that positive difference must translate to cash sooner or later. How actionable are your customer journey maps? One of the appeals of journey maps is they look sexy. And a picture paints a thousand words.
Win the Customer
FEBRUARY 22, 2015
'With 70% of customer complaints on social channels going unanswered, there’s a huge opportunity for organizations improve service experience simply by integration social customer service. With the introduction of social media there now exists a new opportunity for customer service agents to interact with customers in a new way, something which is yet to be fully embraced by the […].
Win the Customer
FEBRUARY 24, 2015
'If careful consideration is not made in cost cutting, companies will end up spending less and getting less, or spending less, but costing more in other areas that have to compensate.
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?
Win the Customer
FEBRUARY 27, 2015
'It’s inevitable. Mistakes will happen. Things break, systems go down, people fail. But these tough moments don’t have to be disastrous, mistakes present an opportunity to create a memorable experience. One of my favorite phrases to recover from a problem with an upset customer is: > Oh no! That’s terrible! Nothing frustrates a customer more […].
1 to 1
FEBRUARY 24, 2015
'For the Office of Child Support at the Michigan Department of Human Services, efficiency remains critical, as this division serves nearly one million families throughout the state. But, with an incredible caseload to bear, customer service representatives found themselves unable to meet expectation with the speed and precision demanded. Thus, to streamline the customer experience, Michigan''s OCS invested in new call center technologies that allow agents to route calls with granular accuracy.
1 to 1
FEBRUARY 26, 2015
'With federal customer experience (CX) so weak, I''m happy to report that several more U.S. federal agencies are considering adding chief customer officers (CCO) to their executive management teams. In the past few months, some of these agencies have asked me to discuss how CCOs can help them improve their customer experience (CX), the best way to structure the position, and what new CCOs should do first.
1 to 1
FEBRUARY 26, 2015
'Net neutrality advocates scored a major victory today when the Federal Communications Commission approved net neutrality regulations by a 3-2 vote. The FCC''s decision includes reclassifying Internet service as a Title II telecommunications service or public utility, prohibiting broadband providers from charging for faster lanes on the Internet. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
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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
ClearAction
FEBRUARY 23, 2015
Journey Mapping: Focus on the Customers’ Experience. Customer journey maps are all the rage. Everyone's doing it. And there are a wide variety of methods for collecting information and templates for displaying it. But what are "best practices"? Is anything missing in the most popular methods and templates? And maybe most importantly, what's next — what do we DO after creating these attractive displays?
ClearAction
FEBRUARY 23, 2015
Journey Mapping: Focus on the Customers’ Experience Lynn Hunsaker. Customer journey maps are all the rage. Everyone’s doing it. And there are a wide variety of methods for collecting information and templates for displaying it. But what are “best practices”? Is anything missing in the most popular methods and templates? And maybe most importantly, what’s next — what do we DO after creating these attractive displays?
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