Win the Customer
MARCH 21, 2015
'Customer service nowadays requires professionals who possess a wide-range of soft and hard customer service skills. Did you know that 55% of consumers would pay more for a better customer experience, and almost 70% of buying experiences are actually based on how the customers feel they’re being treated? Let’s just say that the importance of […].
Beyond Philosophy
MARCH 23, 2015
'Over the years, I realized relationships in business mean everything. Whether it’s a new employer or a new Customer, the beginning of a relationship sets the standards for how the two of you will interact moving forward. With so much riding on this new relationship, it’s important that you are clear and detailed about these standards. To that end here are 8 important tips regarding establishment of the parameters for a new business relationship: Tip #1: Be yourself.
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Heart of the Customer
MARCH 25, 2015
'How’s your brand today? Defining your brand used to be so much easier. In the good old days (for me, the good old days were the 80s), your brand was whatever your advertising said it was. Social media changed all that. Now your brand is whatever your customers say it is. And so your brand […]. The post Remember, Call Center Agents = Your Brand appeared first on Heart of the Customer.
PeopleMetrics
MARCH 25, 2015
'So you’re sitting on the fence. Twiddling your thumbs. Waffling on the investment in a formal customer experience management solution. How can you tell if your company’s ready? How can you make the argument to higher-ups? What are some of the symptoms of customer experience woes? Well, I’ll give you four. 1. No one knows if customer issues get resolved.
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Win the Customer
MARCH 24, 2015
'Six Sigma for customer service includes identifying factors which are critical for the quality of the service required customers. Focus is placed on improving efficiencies, capabilities, and stability of service and the customer service system to support six sigma.
ClearAction
MARCH 23, 2015
Customer Experience Governance: Do This, Not That. Governance doesn’t get much airtime in customer experience management conversations and writings. It's not as exciting and it's harder to wrap your mind around than customer engagement and VoC (voice-of-the-customer) and CX (customer experience) technologies. Just what is it, anyway? The Business Dictionary clarifies governance as "establishment of policies, and continuous monitoring of their proper implementation, by the membe
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
CX Journey
MARCH 26, 2015
'Sprinklr ebook cover Feeling like you need some guidance with your CX Journey? Not sure where to turn? I''m excited to share details about a new ebook for which I wrote a chapter. The book was compiled by Sprinklr , and it''s aptly titled, The Survival Guide to Customer Experience. It doesn’t matter what your ads say. In today’s world, the only thing that customers care about is the experience.
Win the Customer
MARCH 25, 2015
'Creating the type of customer service that differentiates your organization from the rest is critical, especially in industries where products or services are comparable between competitors. The blue-collar employment industry can be tough. Keeping unemployed customers happy can sometimes be a big challenge. Below are the keys we’ve found to be most effective.
The DiJulius Group
MARCH 24, 2015
'The following is content taken from John’s best selling book The Customer Service Revolution (January 2015 Greenleaf Books) Are you getting enough complaints? Think about the last several times you had a disappointing experience as a Customer. Did you tell anyone at the company? You left a business feeling frustrated, or hung up the phone […].
Customer Bliss
MARCH 24, 2015
'Most CEO’s no longer need to be convinced of the importance of retaining customers and developing relationships with profitable customers. What’s on their mind is how to accomplish this feat inside their organizations. Take stock of where your company is today in managing collective cross-silo work. Consider each statement. Determine whether it applies to your company.
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.
CX Journey
MARCH 24, 2015
'How does ensuring your employees have a great experience translate into better service for your customers? Last week, I had the pleasure of co-presenting on a webinar with Kyle Antcliff of Intradiem. We talked about. The link between employee experience and customer experience The importance of treating agents like relationship managers (not assembly line workers) The difference between employer brand and customer brand Three critical stages of the employee journey How to identify “moments of t
Win the Customer
MARCH 23, 2015
'Changes in how customers utilize technology in the shopping experience has brought dramatic changes to the retail shopping experience and changed the landscape of how retailers approach the in-store customer experience. Even as the amount of digital interaction increases, the potential value of in-person service experiences can give brick-and-mortar retailers an experience advantage that online […].
ProProfs
MARCH 26, 2015
'With ProProfs responsive flashcards teachers can encourage learners to study flashcards on the go, using multiple devices such as iPhones, Android smartphones, laptops, tablets and more. Teachers can create their own set of mobile-friendly flashcards or choose from 100,000 ready-to-use flashcards in ProProfs library. They can easily add pictures and weblinks to the flashcards, which can be viewed on smartphones, making it easy and fun for learners to memorize words, formulas and quotes.
1 to 1
MARCH 26, 2015
'CX has rapidly moved from an ideal to an operational mandate. As Forrester''s CMO, customer experience is one of my four strategic priorities. It''s also tied to my compensation. How''s that for focusing the mind? There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
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
MARCH 24, 2015
'Companies that consistently deliver exceptional customer experiences - companies such as The Ritz-Carlton, Apple, and USAA - don''t get there by accident. They also don''t rest on their laurels. They listen closely to what their customers are telling them and incessantly review and act on customer feedback, including processes that stand to be improved.
1 to 1
MARCH 24, 2015
'Personalization remains paramount for marketers across industries. However, with the constant influx of customer data, it''s increasingly difficult for brands to parse this information and bring insight to action. Consumers often find themselves in similar situations, as companies attempt to lure their business with extensive channel outreach. Individuals frequently drown in emails, texts, and social media posts that fail to capture their attention (and their eventual loyalty, too).
1 to 1
MARCH 25, 2015
'Discussions about the evolution of healthcare in the era of the empowered consumer were front and center at the 12th Annual World Health Care Congress in Washington D.C. this week. The healthcare industry is undergoing a massive change as federal regulations and consumer expectations align, transforming an industry that has an infamously poor customer care record.
1 to 1
MARCH 23, 2015
'The Ides of March are upon us. And for many companies that means thousands of hours of lost productivity as employees fill out brackets and stay glued to game updates to see if their Cinderella team will upset the competition and go all the way to the national title. 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?
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