Beyond Philosophy

FEBRUARY 16, 2015

'I’m grateful to my colleague, Richard Vanderveer, for making readers of his blog aware of an insightful report – Return on Word of Mouth, or WOM/ROI – recently issued by the Word of Mouth Marketing Association (WOMMA). As a long-time believer in the power of word-of-mouth and brand favorability in b2b and b2c marketing ( [link] and [link] ), he deserves a sincere thank you for bringing this insightful piece of work to everyone’s attention.

B2C 159

B2C B2B Sales Customer Experience 159

Customers That Stick

FEBRUARY 19, 2015

'At CTS Service Solutions, we believe one of the best ways to improve customer experiences is by making interactions ad easy as possible and by decreasing the hassle-factor. Enter live chat. Live chat contains a number of attributes that contribute to hassle-free experiences. From ease of first contact, to low-to-no hold times, to the convenience of customers interacting with service reps while performing other tasks, live chat offers an opportunity for organizations to assist customers quickly

Customer Service 157

Customer Service Start-ups Technology Technology 157

Win the Customer

FEBRUARY 16, 2015

'According to Google, it beats customer service in terms of average monthly search volume 380k+ to 200k. Why is experience nearly twice as popular – what’s the big deal anyway? How much cheaper is it for you to retain a customer than to acquire a new one? Why pull teeth for a testimonial from an […].

Customer Experience 145

Customer Experience Customer Service 145

Heart of the Customer

FEBRUARY 19, 2015

'As a passionate customer experience (CX) advocate, I frequently get to meet with companies just beginning their customer experience journey. I can consistently predict their future success when the conversation moves to governance. Governance is the active involvement of senior leadership to guide the program and knock down barriers on the way to an improved customer experience.

Government 121

Government CX Customer Experience 121

Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

ClearAction

FEBRUARY 14, 2015

Loving Suppliers for Customer Experience Excellence. Is it possible to be the darling of your customers, yet the opposite to your suppliers? Does it make sense to want your customers to love you and at the same time have no intention of letting your suppliers earn the same privilege? Whether you sell to consumers or businesses, think about the logic and the consequences.

Customer Experience 88

Customer Experience Finance Customer Experience Management Invoicing 88

Customers That Stick

FEBRUARY 16, 2015

'The pace of change is faster than ever before. Those in technology-based fields already understand the forces of constant change that form competitive pressures in those industries. But what about the rest of us? While the need for innovation might not be as obvious and the penalties for failing to innovate might be less drastic — even in non-tech industries, innovation is no longer optional.

Innovation 143

Innovation Technology Technology 143

PeopleMetrics

FEBRUARY 20, 2015

'I’ve written about the relationship between customer experience and brand before, but I think it’s an important topic to think about. Especially in our space. So let’s go over three reasons why I think it''s better to focus on customer experience than brand. 1. Customer experience is tangible. I’ve cobbled together a marketing career over the years, and I still couldn’t give you a solid definition of what a brand is.

Customer Experience 79

Customer Experience Touchpoint Start-ups Sales 79

Customer Bliss

FEBRUARY 19, 2015

'As much as we’d like comments alone to compel operational change, it isn’t going to happen. Operations won’t be inclined to change a process that involves 2,200 employees because of a list of quotes. That information is not actionable or operational enough to gain attention or drive accountability. You need to offer people a way to account for the issues in a reliable and automated manner.

Start-ups 81

Start-ups Customer Experience 81

CX Journey

FEBRUARY 19, 2015

'Image courtesy of xianrendujia Today''s post is a modified version of a post I originally wrote for Confirmit in April 2013. In Tuesday''s post , I discussed the rationale - and preparation - for conducting stakeholder interviews before embarking on a VoC program. In today''s post, I''ll focus on what to do immediately prior to, during, and after the interviews to make sure you get the most out of the process.

CX 62

CX VOC Customer Experience 62

Win the Customer

FEBRUARY 20, 2015

'Investing in a comprehensive customer experience program enables organizations to effectively connect with their customers, enhancing service delivery and customer results. Organizing and mapping the specific touchpoints of a comprehensive customer experience journey is critical for any organization looking to get the most from customer interactions.

Customer Experience 122

Customer Experience Touchpoint Technology Technology 122

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Heart of the Customer

FEBRUARY 20, 2015

'The post Yes, customer experience matters to everybody appeared first on Heart of the Customer.

Customer Experience 68

Customer Experience 68

Customer Bliss

FEBRUARY 17, 2015

'Competency #3: Build a Customer Listening Path. Seek Input and Understanding, Aligned to the Customer Journey. Competency 3 unites your organization to build a “one company” listening system constantly refreshing with multiple sources of quantitative, qualitative, and experiential feedback to tell the story of your customers’ experience, guided by the customer journey framework.

Outlook 67

Outlook CX Customer Feedback Customer Experience 67

CX Journey

FEBRUARY 17, 2015

'Image courtesy of HZ University of Applied Sciences Today''s post is a modified version of a post I originally wrote for Confirmit in April 2013. What is a stakeholder? And why should I engage with or interview one? According to Investopedia , a stakeholder is. A party that has an interest in an enterprise or project. The primary stakeholders in a typical corporation are its investors, employees, customers, and suppliers.

VOC 62

VOC CX Government Customer Journey Map 62

Win the Customer

FEBRUARY 17, 2015

'Take measures to promote consistent brand messaging and secure your portion of the competitive landscape. Your brand is who you are and what your business stands for. If your branding strategy is not uniform across the board and at every point of contact, your company will send mixed messages to its target markets. The result? […].

Customer Experience 110

Customer Experience 110

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.

Voice of the Customer

The DiJulius Group

FEBRUARY 17, 2015

'Employee mindset is wrong - Ask your employees this question: If your Customers told you that they could get what you sell from some place else for significantly less, what would you do? What would you say to keep them? You will probably be disappointed at their answer. Too often when faced with that same […].

Customer Service 45

Customer Service 45

1 to 1

FEBRUARY 17, 2015

'Mobile is on a tear. According to The Economist Intelligence Unit, mobile is expected to be the prevailing channel used by younger bank customers in the next five years. Meanwhile, Gartner predicts that by 2017, mobile commerce will represent half of all digital commerce revenue in the U.S. And it''s not just Millenials who are working their mobile devices feverishly - according to Deloitte, the 55+ crowd is experiencing the fastest year-over-year increase in smartphone penetration in developed

50

50

Beyond Philosophy

FEBRUARY 17, 2015

'A study of over 3000 people discovered that men and women have yet another difference: the way they process emotions. According to researchers, this means that they remember different things about an experience. Knowing that the memory of the experience is what makes a Customer return, every organization should adapt their experience to appeal differently to the gender of the Customer.

Gambling 167

Gambling CEM Customer Experience Management Customer Experience 167

1 to 1

FEBRUARY 18, 2015

'Customer loyalty is increasingly important across industries as it gets tougher to differentiate between products and services that offer similar price points and features. But what drives customer loyalty? Research firm Brand Keys analyzed this topic in its latest Customer Loyalty Engagement Index. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Customer Loyalty 48

Customer Loyalty Customer Experience 48

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?

Technology

1 to 1

FEBRUARY 16, 2015

'Leadership can be defined as one''s ability to get others to willingly follow. Of course, leaders can be nurtured, but effective leadership also requires certain traits. In honor of President''s Day, I offer examples of some of the most effective U.S. presidents and the leadership traits that helped cultivate their successes.

Customer Experience 46

Customer Experience 46

1 to 1

FEBRUARY 17, 2015

'Though many social networks have come and gone--R.I.P. MySpace--others have established themselves as key players in the marketing space. Facebook and Twitter, of course, are indomitable forces of nature. But, according to Forrester''s recent "Pinterest Is Not Ready For Prime Time" report, this fairly new social network may just be on the cusp of greatness.

Social Media 46

Social Media 46