Callminer
MARCH 10, 2015
What can companies do to take actionable steps to improve the customer experience? Here are 3 ways sentiment analysis can uncover your company’s reputation and meet customer needs.
Beyond Philosophy
MARCH 12, 2015
'I love watching what people, and Customers do. We human’s think we are so clever and sophisticated and yet much of what we do is totally irrational. When I am reviewing an organization’s experience I am on the look out for this type of irrational behavior as this will give me many clues on how to make it much better. What do I mean by irrational behavior?
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Win the Customer
MARCH 12, 2015
'Knowing what is considered a good customer experience does not assure that one knows how to provide it. Anyone who has put in any effort to study customer experience, has probably come across the typical definition of experience as the sum of all interactions a customer has with a brand across all channels and at various touch points. […].
PeopleMetrics
MARCH 13, 2015
'Are you on Slack ? If not, chances are you will be soon. According to an article in the New York Times this week, Slack is "one of the fastest-growing business applications in history." There are about half a million employees using Slack everyday, and that base is doubling every 3 months. If you aren''t one of the initiated (yet), Slack is an internal communications tool that is fast making email and instant messenger obsolete.
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Heart of the Customer
MARCH 12, 2015
'Nobody likes surprises. Even positive ones can ruin your customer experience. Here’s a case in point. I was teaching at an insurance company when an employee told me a story. A customer filing a claim told him, “my agent said I don’t have rental coverage. Now I have to pay for the stupid rental car.” The employee informed him […].
Beyond Philosophy
MARCH 10, 2015
'Everyone makes mistakes. You charged for the wrong plan on a Customer’s mobile bill or sent an ‘Extra Small’ instead of a Medium on the Jacket a Customer ordered online. More serious mistakes could be that as a Doctor, you misdiagnosed a life threatening condition that results in serious consequences for your patient and his or her loved ones. We all make mistakes.
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
MARCH 10, 2015
'If you’ve decided to focus on improving customer experience, you’re going to need clearly defined goals and a strategy to get you there. Here are some tips to help you set a direction and improve adoption throughout your company. 1. Define goals clearly (and how you’ll measure success). How you convey your goals to the rest of your company is extremely important.
Customer Bliss
MARCH 12, 2015
'Often when a company talks about “listening” to customers, that notion is immediately collapsed into a “voice of the customer” (VOC) program. This is not the action I am referring to with the aptitude “make them listen.” Your job is to take customers off the spread sheets and survey results to advance a conversation within your organization about the lives of your customers – their experiences – and who they are.
CX Journey
MARCH 12, 2015
'Today I''m pleased to share a guest post by George Jacob of PeopleMetrics. As companies focus inward to understand how to achieve their customer experience goals, the term “engagement” is often used interchangeably with “culture.” It’s understandable. The two terms are related, and they’re both elements of customer experience improvement. But it’s important to make a distinction between the two terms, because they differ in the ways they’re measured, improved, and capitalized on.
Win the Customer
MARCH 10, 2015
'Has it really been that long since the customer was always right, since orders were received with a smile (even on the web), and since company screw-ups were dealt with promptly and with class? When did customer service become so uncool? Tony Mase is a serious student of the works of Wallace D. Wattles and […].
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
MARCH 11, 2015
'The following is written by Dave Murray, Experience Engineer for The DiJulius Group. Flying High - I am always happy when I get to fly on Southwest Airlines. Not because of their unique boarding procedure, and not because their flight attendants are typically more entertaining than most. The reason that I like to fly Southwest […].
1 to 1
MARCH 12, 2015
'Marketers are turning the customer experience into their rallying cry. At the Adobe Digital Marketing Summit, discussions about the future of marketing were peppered with references to "meeting customer expectations" and "improving the customer experience.". There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
CX Journey
MARCH 10, 2015
'You know the source! Unfinished Business What does it take to be a "Best Employer" company? And why is that a goal worth setting - and achieving - for your organization? I was doing some research for a webinar on employee experience that I''ll be hosting with Intradiem on March 18, and came across Aon Hewitt''s Global Trends in Employee Engagement 2014 report.
Win the Customer
MARCH 13, 2015
'The secret to effective customer service sales without having to sell is to understand customers wants, needs, and delivering those.
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
MARCH 11, 2015
'Service triggers that set customers off. Power words that influence customer perception. Go-to tactics that turn difficult situations around. My new book Be Your Customer’s Hero: Real-World Tips and Techniques for the Service Front Lines is finally here. And I couldn’t be happier with the end product! I am truly thrilled to put this book into the hands of customer-facing professionals all around the world.
1 to 1
MARCH 12, 2015
'A few years back, FedEx learned that "the leaning tower of packages" at its retail locations was making many customers uneasy. Store employees would take a customer''s package, and place it on the messy pile. Based on that simple visual cue, these customers worried that their package might very well get lost in their seemingly haphazard shipping process.
Customer Bliss
MARCH 10, 2015
'“I believe you” are three powerful words in business because they send a message: “We trust our customers and we trust our employees.” When embraced in business, “I believe you” unleash optimism, enthusiasm, imagination, and growth. Decisions grounded in belief prove how much you honor customers and employees. They say how fearless you are in suspending cynicism.
1 to 1
MARCH 8, 2015
'At a meeting last week for the investor community, Target Corporation Chairman and CEO Brian Cornell and members of his leadership team presented plans intended to transform the retailer''s business. 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?
1 to 1
MARCH 10, 2015
'It''s common for big, multinational companies to generate a sizeable share of their revenue from outside the U.S. International expansion remains a key growth area for many U.S. companies. According to the Bank of America Merrill Lynch 2015 CFO Outlook survey of 603 financial executives, 54 percent of companies have some foreign market involvement.
1 to 1
MARCH 11, 2015
'Despite our innate affinity to journey all over the world, travel can often become complicated. Between scheduling flights and navigating terminals, getting from point A to point B isn''t always easy. However, for CheapOair , mobile technologies have enabled the online booking site to provide customers with consistent, personalized service no matter their method of choice.
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