Callminer

MARCH 2, 2015

Sarcasm is notoriously difficult for both humans and machines to detect and even though most companies are concerned about it, they shouldn't be.

182

182

Beyond Philosophy

MARCH 3, 2015

'In this series, professionals share the words of wisdom that made all the difference in their lives. Follow the stories here and write your own (please include the hashtag #BestAdvice in the body of your post). What is the point of doing research is you are not going to do anything with it? Let me give you an example. It was the first few days after I had been promoted to the SVP, Customer Experience for British Telecom a number of years ago.

Customer Experience 146

Customer Experience Customer Expectations Customer Service 146

Win the Customer

MARCH 1, 2015

'Consistently setting realistic service goals is critical to the process of developing your core customer experience. Setting goals is not simply throwing out an easy number to achieve, nor is it asking your team to achieve the impossible. Consistently setting goals is part of the process of developing your team in the organization. Goals shouldn’t be […].

Customer Experience 144

Customer Experience Customer Service 144

PeopleMetrics

FEBRUARY 28, 2015

'Exceptional and unforgettable Moments of Truth fuel customer delight and loyalty. So too do pointless and broken interactions douse brand devotion. Unfortunately, disappointment carries more weight. Research undertaken by Richard Normann several decades ago revealed that it takes twelve positive Moments of Truth to recover from one failure. Knowing this, it makes sense to prioritize efforts on removing the pointless and fixing the broken moments first for the greatest return.

Customer Experience 126

Customer Experience Construction Start-ups Sales 126

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Heart of the Customer

MARCH 5, 2015

'Tuesday I had a major issue with my host provider Inmotion Hosting. I discovered that my beautiful new site no longer looked so beautiful, instead offering searches for heart valves and similar terms. Obviously, they were no longer hosting my domain. I immediately called support, and my tech acknowledged their systems did not execute my domain […].

Customer Experience 87

Customer Experience 87

Beyond Philosophy

MARCH 5, 2015

'There have been many great stories in the past couple of months about airlines doing what was right by their Customers. We can all learn a little about Customer centricity when we look at these examples from three major carriers in the US. Frontier Airlines Pilot Feeds His Passengers While Stranded on Runway. Frequent travelers have all been there…sitting on the runway, hungry, thirsty, and needing to go to the lavatory but strapped in their seat, sometimes for hours.

Net Promoter Score 132

Net Promoter Score Transportation CEM Customer Retention 132

PeopleMetrics

MARCH 2, 2015

'Employees. You’re going to have to face them sooner or later if you’re trying to build a customer-centric culture. How do you get them in line? How do you get them to deliver on your promise? How do you get them to care about company goals? Before you bang your head on your mahogany desk, maybe you should ask yourself another question: Why should your employees care?

Voice of the Employee 106

Voice of the Employee Start-ups Customer Satisfaction Customer Experience 106

C3Centricity

MARCH 1, 2015

I got an email this week that was just so wrong I almost replied to it offering my help to the sender, as he clearly needed it. The email started, “Hello Deny, I will keep my introduction brief. I’m Scott XXX, CEO for YYY.” He was informing me about his company’s training offers, which he [.]. The post No Trust without Respect: 7 Rules to Winning Customers appeared first on C3Centricity.

Customer Service 91

Customer Service 91

Customer Bliss

MARCH 3, 2015

'The information and experience you gain by working through the customer experience competencies and holding people accountable to customer metrics will condition the organization to redevelop the customer experience for greatest marketplace differentiation. Managing the corporate patience while developing the competencies required to establish a reliable experience is not easy.

Touchpoint 79

Touchpoint Innovation Customer Experience 79

Win the Customer

MARCH 2, 2015

'With greater insights into customer behaviour online, we can better understand our customers’ needs deliver a seamless customer journey creating more effective experiences. Anyone who has suffered the pain of being without their treasured devices for a few days understands perfectly the concept of the “always-on” world; these days access to wi-fi is almost one […].

Social Media 122

Social Media Customer Experience Omnichannel Technology 122

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.

Retail

CX Journey

MARCH 3, 2015

'Image courtesy of beetlecakes I have a few questions for you about your company: Are you focusing on acquisition or retention? Are you rebranding your image or are you reinventing the customer experience? What are your priorities? I recently wrote some posts about how companies have this misguided focus on anything but the customer experience. With one, I posed the question: Are you delivering a great customer experience - or are you just relying on advertising to create awareness and sell your

CX 67

CX Innovation Customer Acquisition Customer Retention 67

Waypoint Group

MARCH 3, 2015

I’m often asked questions like this one: “Can you provide a benchmark on how much a B2B company can improve NPS during the first year of the program? Our executives want to understand the ROI from the effort and this will help.” In my experience there are 3 ways to address this question: Directly answer it by providing benchmarks showing other companies’ improvement.

NPS 60

NPS Net Promoter Score VOC B2B 60

Customer Bliss

MARCH 5, 2015

'Managing accountability for what you’ll deliver to customers is not rocket science, but it is overwhelming. An important element of driving accountability for customer profitability is how strategic the organization is about determining and executing customer accountability targets. Many companies that say they focus on the customer don’t take the time to wire customer priorities into annual planning.

Customer Relationship 63

Customer Relationship Sales Customer Experience 63

InteractionMetrics

MARCH 6, 2015

Satisfaction surveys (done well) are a great way to collect facts about your customers. The problem is, no matter how good they are, they don’t capture your customers’ complex thoughts and feelings—about you, your marketplace and your industry. To get a detailed picture of your customers’ experiences, you need the most effective research tool: customer interviews.

Entertainment 45

Entertainment Sales Unstructured Data Customer Experience 45

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

CX Journey

MARCH 5, 2015

'Image courtesy of John R. Bell Today I''m pleased to share a guest post by John R. Bell. Six weeks ago, my business book was released. Do Less Better. The Power of Strategic Sacrifice in a Complex World concerns itself with focus and simplicity. In it, I draw on personal experiences from my days in the C-suite and the boardrooms of my consulting clients to make the case that sacrifice is the surprising secret to successful long-term viability.

65

65

The DiJulius Group

MARCH 3, 2015

'Hotel Concierge takes on Guest’s above & beyond challenges - We all know that one of the best jobs you Photo credit Imgur user FreePsychicReadings can have, if you enjoy make Customers happy, is as a hotel concierge. However, a guest staying at the Hotel Indigo in San Antonio tested to see how far the […].

Customer Service 45

Customer Service 45

1 to 1

MARCH 4, 2015

'Personalized customer experiences have become table stakes. Consumers increasingly expect companies to remember their preferences and provide them with relevant content or offers. At the same time, businesses are sitting on a mountain of customer interaction data that continues to grow. As companies strive to provide enhanced customer experiences, the personalized marketing landscape is heating up.

Customer Experience 40

Customer Experience 40

1 to 1

MARCH 2, 2015

'When Apple revealed its Apple Pay last September, CEO Tim Cook said the mobile payment service "will forever change the way we buy." And during last week''s earnings call, Cook called 2015, "the year of Apple Pay." Additionally, last week''s announcement from Google that it''s working with AT&T, Verizon Wireless, and T-Mobile to pre-install Google Wallet on all of the providers'' Android phones, further positions mobile pay as on the verge of going mainstream.

Customer Service 37

Customer Service 37

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

MARCH 3, 2015

'Consumer data breaches seem to have become a regular occurrence among enterprise companies. 1to1 Media Editor-in-Chief Mila D''Antonio recently wrote about how 80 million customer records at health insurer Anthem were exposed. While it''s encouraging that The White House has drafted a Consumer Privacy Bill of Rights, critics argue that the bill doesn''t go far enough in protecting consumer privacy.

Customer Loyalty 36

Customer Loyalty Customer Service Customer Experience 36

1 to 1

MARCH 4, 2015

'Despite the fact that we all have smartphones within reach nearly 24/7, most use the voice function less and less, instead opting to contact friends and family--even our favorite brands--via text, chat, or social. However, as Irv Shapiro, CEO and CTO of DialogTech, emphasizes, voice remains the one factor that sets humans apart from every other species.

Innovation 36

Innovation Customer Service Customer Experience 36