Win the Customer
JUNE 8, 2015
The call center is evolving. To compete, companies invest in better call center experiences, the right service processes, and system optimization tools. Did you know that almost one in every 25 jobs in the US is within the contact center industry? Pretty thought provoking, huh? But just what does the future hold for the people, […].
Beyond Philosophy
JUNE 12, 2015
With all the focus on Customer Experience over the years, and the increasing resource that organizations have put into improving the Customer Experience, what have been the results? Trend #1: Is it really getting that much better? The American Customer Satisfaction Index (ACSI) uses an overall U.S. Customer satisfaction score as an indicator of the health of the economy.
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PeopleMetrics
JUNE 12, 2015
In customer experience management, we use transactional surveys to guide actions for customer centricity. So for example, after you stay at a hotel, you might take a survey about your stay. If you note that the mattress was “lumpy,” and the man at the front desk “dumpy,” then the hotel can take appropriate actions to address your rhyming complaints.
ClearAction
JUNE 8, 2015
Creating World-Class Customer Experience Teams. In sports, a great deal of thought goes into creating winning teams. Choosing the right players, getting everyone on the same page, practicing hand-offs and executing a clever playbook are how winning sports teams are created. In a recent #CXO tweet chat these same success factors were discussed as they apply to customer experience teams.
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Win the Customer
JUNE 10, 2015
Customer service is the backbone of most businesses, and while we can spend hours pouring over how to deal with difficult customers and how to win mainstream fandom of others; we often don’t take into account a huge factor of “service with a smile–” ourselves. While the strongest trees in the forest are those who […].
Beyond Philosophy
JUNE 11, 2015
Without fear of (much) argument, it’s a fair statement that all companies want, and try to generate and achieve, optimum loyalty from their customer base. They should want this because study after study shows the financial rewards of having loyal customers. Some companies reach this goal through superior value delivery, built on quality products and services and positive, consistent customer experiences.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Customer Bliss
JUNE 11, 2015
Managing customers as assets is about simple customer math: Incoming Customers minus Outgoing Customers = Net Growth or Loss. It’s the first step to “customer experience reliability,” so how well does your company do it? Rather than talking about customer retention, begin talking about these numbers: Incoming customers. Outgoing customers. Net growth (or loss) of customer asset in the selected period (Incoming Customers minus Outgoing Customers = Net Growth or Loss).
Kate Nasser
JUNE 7, 2015
Change leadership: Picture employees committed to difficult project. What happens when you pull the plug? How to address morale fr The People Skills Coach™. The post Change Leadership: Addressing Morale Issues When Aborting a Project | #pmot appeared first on KateNasser.com.
Beyond Philosophy
JUNE 11, 2015
Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy. …just how jaded and seeking for social interaction have customers become, in their relationships with vendors and their loyalty and engagement programs, that experiences need to always be fun and inclusive? Several years ago, one executive of a game design firm defined gamification as “a loyalty program on steroids, functional software that looks and plays like a game and a real world activity with feedback an
Kerry Bodine
JUNE 11, 2015
If you’re in the market for computers you can strap to your body, you’ve come to the right future. You can control your PowerPoint presentations by waving your arms , track your vertical drop as you hit the slopes, and keep track of what Fido is up to while you’re at work. Want to take your workouts up a notch? Take your pick of fitness trackers that go in your shoes , in your ears , on your wrist , or around your ankle.
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.
Customer Bliss
JUNE 11, 2015
Managing customers as assets is about simple customer math: Incoming Customers minus Outgoing Customers = Net Growth or Loss. It’s the first step to “customer experience reliability,” so how well does your company do it? Rather than talking about customer retention, begin talking about these numbers: Incoming customers. Outgoing customers. Net growth (or loss) of customer asset in the selected period (Incoming Customers minus Outgoing Customers = Net Growth or Loss).
Kate Nasser
JUNE 10, 2015
Sustaining employee morale in adversity - what must leaders do? JOIN The People Skills Coach™ for #Peopleskills Twitter chat 6/14 10amEDT. | Leadership. The post Sustaining Employee Morale in Adversity: JOIN #Peopleskills Chat June 14 appeared first on KateNasser.com.
CX Journey
JUNE 12, 2015
Image courtesy of umjanedoan Every customer has a backstory. Do you listen for it? Let's start with defining the term first, as I often do. What is a backstory ? Dictionary.com says that it's: a narrative providing a history or background context , while TheFreeDictionary.com states that it's the experiences of a character or the circumstances of an event that occur before the action or narrative.; the set of background conditions and events leading to a real-life situation; a prequel.
1 to 1
JUNE 11, 2015
The way we communicate is rapidly changing. Texting is becoming the preferred means of mobile conversation and some companies are abandoning voice mail. Organizations are under pressure to keep up with these changes while also providing fast and reliable service across multiple channels. And while progress is being made in understanding customer needs through speech analytics and other solutions, many organizations still struggle to close the gap between consumer expectations and services.
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.
Customer Bliss
JUNE 9, 2015
By suspending fear and taking a leap of faith that customers get that we are human and mistakes sometimes happen, beloved companies solve the problem. They repair the connection and earn the right to grow. Read More: Accept Accountability when Things Go Wrong. The Apology Peace Process – Five Actions to Take when Things Go Wrong.
Beyond Philosophy
JUNE 9, 2015
Ryanair announced this week that they had 66% ($948m) increase in full-year profits. Michael O’Leary credits Ryanair’s Always Getting Better (AGB) Customer experience program as a catalyst for these results. My reaction in a word: Rubbish! Other improved stats for Ryanair attributed to the AGB program include: Passenger traffic increased 11% (90.6m).
CX Journey
JUNE 9, 2015
Image courtesy of Unsplash I originally wrote today's blog for LiveNinja; it appeared on their blog on November 24, 2014. The topic is one I've written about before, but it's definitely worthy of repeating. One of the biggest mistakes that I see made by well-meaning folks in an effort to shift organizational thinking toward a greater focus on customers is the inability to distinguish between customer service and customer experience.
1 to 1
JUNE 9, 2015
When companies first began attempts to map the customer journey, it often involved a rudimentary arrangement of Post-it notes or other unsophisticated steps to chart the customer's end-to-end path to purchase or mission to resolve a product or service issue. Customer journey mapping efforts have become considerably more mature over the past year or two as decision-makers are placing greater focus on understanding the types of experiences customers want as a means of attracting and retaining cust
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?
Customer Bliss
JUNE 9, 2015
By suspending fear and taking a leap of faith that customers get that we are human and mistakes sometimes happen, beloved companies solve the problem. They repair the connection and earn the right to grow. Read More: Accept Accountability when Things Go Wrong. The Apology Peace Process – Five Actions to Take when Things Go Wrong. The post When Mistakes Happen – Make it Right and Repair the Emotional Connection appeared first on Customer Bliss.
Win the Customer
JUNE 8, 2015
It may be a rather bold statement to say, but I’m just going to put it out there anyway: Every company that relies on customers to purchase their products should strive for wildly happy, exuberant fans of their brand. Yes, every single company that depends on customers to survive. We’re talking about 99% of companies […].
Kerry Bodine
JUNE 10, 2015
A few weeks ago, I presented a webinar called “ 10 Ways To Use Customer Journey Maps ” as a part of Qualtrics ’ CX Week. (You can download the slides here. Or watch the webinar —just register for free at CXWeek.com and look for my webinar on the Wednesday agenda.). During the webinar, I received a ton of great questions about how to create and use journey maps.
1 to 1
JUNE 9, 2015
While many companies have already built a strong social media presence, other brands have only recently come to the conclusion that social media is here to stay. But, as these businesses look to enter the fray, leaders must proceed with caution if they wish to guarantee that these burgeoning efforts garner positive results. 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
The DiJulius Group
JUNE 9, 2015
Don’t copy Zappos’ ‘no-boss workplace’ just yet – The on-line retailer adopted a management philosophy called Holacracy, which is basically a boss-free company. Zappos has zero managers to oversee employees (who are supposed to decide largely for themselves) how they get their work done. Earlier this month, Zappos said about 14%, or 210, of its […].
Win the Customer
JUNE 9, 2015
When Coca Cola first introduced mobile purchasing in 1997, the company set up vending machines that allowed their customers to purchase drinks via text message. This set in motion a series of positive events that have come to change the mobile payment customer experience. The technology behind mobile payments continues to improve at a rapid pace. […].
1 to 1
JUNE 8, 2015
In a world where consumers are being bombarded with thousands of marketing messages each year, it's easy for consumers to fall victim to information overload and for marketers to confuse the decision-making process for consumers. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
Win the Customer
JUNE 12, 2015
Delivering an effective, winning customer service experience across new customer channels requires organizations to be more than just present. Deliberate strategy for why and how the customer experience across these emerging channels is critical in the ongoing effectiveness of the investments made in these new channels. As customer interaction across new channels like mobile grows, […].
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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