Beyond Philosophy
OCTOBER 9, 2015
Big data is the gigantic data sets whose analysis could reveal predictions of human behavior. Big data is big news. If we can predict what people will do in a given situation, we can create situations that get them to do what we want. But Big data is only showing us a part of the big picture. The biggest part, WHY people do what they do is, as of yet, missing from Big Data.
Customers That Stick
OCTOBER 7, 2015
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ClearAction
OCTOBER 4, 2015
How to Make Customer Experience Strategy Integral to Corporate Strategy. Is customer experience management in your company (a) a subset of corporate strategy, (b) unrelated to corporate strategy, or (c) a determinant of corporate strategy? This question was asked in the ClearAction Annual Business-to-Business Customer Experience Management Best Practices Study.
Win the Customer
OCTOBER 5, 2015
Many companies organize customer support by tiers and provide agents with a script to handle contacts. This arrangement is terrible for customers, and it’s bad for agents. But going off scripts can be the difference between great experience and bad service. Scripted customer service often leads to frustration for customers, who have to repeatedly describe their problem […].
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Beyond Philosophy
OCTOBER 6, 2015
I find it beyond belief how large organizations can cheat and lie to their Customers. Maybe it’s because I’m becoming old or maybe it’s just because it is happening more. Skechers lied to us that if we wore their (weird-looking) Shape-up shoes that we could get in shape without setting foot in a gym. BP lied about their compliance with safety regulations for their off shore Oil operations; a lie that resulted in 70 million gallons of oil spilled into the Gulf of Mexico.
Kerry Bodine
OCTOBER 5, 2015
Happy CX Day! On this important day, I want to discuss an important topic: strategy. In a recent post , I lamented how many companies today focus on business strategy first and customer experience strategy second. They decide what they’re going to do—and, as an afterthought, make decisions about how they’ll deliver their products and services. Everyone loves to talk about how Zappos.com delivers a great customer experience.
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
OCTOBER 6, 2015
In Competency Three (Customer Listening Path), you follow the customer journey stages to create a unified listening path that consolidates aided and unaided listening. 1. Build a blend of quantitative and qualitative information to tell the story of customers’ lives. Collect feedback from multiple sources. Don’t rely on survey data alone. Unite ‘aided’ feedback; when a customer is invited or prompted to give feedback or respond to a survey, with ‘unaided’ feedback which customers volunteer daily
Beyond Philosophy
OCTOBER 5, 2015
In my experience everyone loves the idea of improving the Customer Experience (CX) until you ask him or her to change their business as usual. It is especially true when you are talking about your senior team. Unfortunately, you must have the engagement of the senior leadership to be successful. While the good news is 20% of executive teams fully support the CX agenda, that also means 80% don’t.
Provide Support
OCTOBER 7, 2015
A guide to customer service nirvana. We are all dreaming of some perfect destination in our lives, in our businesses, in our relationships. A place which we could call home, where we can relax and savor each moment of existence. Does it exist? I feel that it does. In my perception this place is very magical. It is a state of perfect balance where, once you reach it, everything gets taken care by itself, one element enabling and supporting the functioning of another and where everything is interc
Kate Nasser
OCTOBER 4, 2015
Sales & customer service transparency impresses w/ integrity & builds priceless trust. Remove the fine print or lose customers. Fr The People Skills Coach™. The post Customer Service Transparency: Remove the Shadow of Fine Print! #custserv appeared first on KateNasser.com.
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
OCTOBER 7, 2015
Every company is guilty of having a bunch of great ideas and incredible initiatives born in a meeting room only to eventually fizzle out and die, leaving the management team frustrated and cynical and the employees skeptical about what is the next program of the year, flavor of the month, or management by best seller. […].
Customer Bliss
OCTOBER 8, 2015
Is your leadership team united in focusing on customer asset growth? The power of Competency one is building your version of how you can measure the growth or loss of your customer asset. But it’s not enough to do the math. Leaders must be united in fearlessly talking about the growth or loss of the customer asset at their team meetings. Unity in this messaging is what creates the impact.
CX Journey
OCTOBER 8, 2015
Image courtesy of MatsGoldberg Today's post is a modified version of a post I originally published on Touchpoint Dashboard's blog on May 29, 2015. There are five basic principles that journey maps must adhere to. What are they? Once upon a time (and still today), journey maps were created on butcher paper with post-it notes. I’ve used this approach to create journey maps in the past, and while it's a valid and viable methodology, it makes it difficult to share the maps, to administer updates, an
Kate Nasser
OCTOBER 7, 2015
Changing When Others Don’t: JOIN us in #Peopleskills chat WHEN: Sunday Oct. 11, 2015 at 10AM EDT. Hashtag: #peopleskills Here’s a time converter to assist all of you around the globe in converting 10am EDT to your local time. Background on This Chat Topic: Changing WHen Others Don’t or Won’t Change is always an appropriate […].
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.
Win the Customer
OCTOBER 6, 2015
We are a digital agency with 20 plus years of collective experience in advert business like this takes a greater effort than doing your own business.
1 to 1
OCTOBER 7, 2015
Much has changed over the last 28 years. But on this, the anniversary of my reluctant birth, I can't help but dwell on the fact that my people (a.k.a. narcissistic, lazy, screen-obsessed Millennials) are no longer the new kids on the block. That's right! Soon we'll be as irrelevant and useless as Generation X or whatever they're called. (Honestly, when's the last time you heard researchers analyze anyone other than Baby Boomers and Millennials?
CX Journey
OCTOBER 5, 2015
Are your executives on board with your desire to improve the customer experience? When I'm asked about the largest impediment to a successful customer experience transformation, my answer is always this: a lack of executive buy-in and commitmen t. By the way, "buy-in" isn 't enough ; it's commitment that you really want and need. Buy-in means they like your idea; c ommitment means they'll put their money where the ir mouths are.
Waypoint Group
OCTOBER 7, 2015
Benchmarking for Customer Success: Keep Your Eyes on Your Own Customers. It’s very tempting to be lured by the question, “How does our NPS compare to our competitors?” after you’ve completed a survey wave. While understanding a “typical” score for a company in your industry can be interesting, it shouldn’t be a benchmark to base decisions about customer success.
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?
Win the Customer
OCTOBER 6, 2015
Your content might be the king, but are you presenting it as one? Do people look where they should?
1 to 1
OCTOBER 5, 2015
In today's highly competitive economy, great customer experiences are vital to the ongoing success of any organization. But change takes time. Implementing new corporate initiatives can be a slow process that requires jumping through numerous hoops before igniting a major transformation. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
Qualtrics
OCTOBER 5, 2015
Building a successful voice of the customer (VoC) program requires patience and commitment. It takes time to develop out all of the essential elements that make ordinary companies into masters of customer experience, but it’s worth the work. A recent Temkin Report stated that happy customers are five times as likely to repurchase and three times as likely to recommend a company or business than unhappy customers.
Win the Customer
OCTOBER 6, 2015
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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
1 to 1
OCTOBER 5, 2015
As we celebrate CX Day to recognize the companies and people that create great experiences for their customers, it's a great opportunity to remember why senior management's commitment to customer experience is so critical. As Peppers & Rogers Group founding partners Don Peppers and Martha Rogers, Ph.D. have often noted, customers are a company's sole revenue source.
1 to 1
OCTOBER 4, 2015
Last month, the 7-Eleven convenience store chain announced a partnership with DoorDash to provide on-demand delivery service in five major U.S. markets, including New York City, Chicago, and Los Angeles. The move expands the customer value proposition and allows the chain to compete in an evolving market and stay relevant in an "Uberfied" society. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
1 to 1
OCTOBER 7, 2015
Ad blockers will destroy the advertising industry. Ad blockers will not destroy the advertising industry. Researchers and industry experts are unable to agree on the impact of ad-blocking software on the digital ad ecosystem. What's clear is that the ad industry must provide better consumer experiences or risk becoming irrelevant. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
1 to 1
OCTOBER 5, 2015
It's no secret among Customer Experience (CX) professionals that CX efforts often fall flat if they don't get adequate executive buy-in. So what gains executive attention best? Financials. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
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
1 to 1
OCTOBER 5, 2015
Childhood memories may become fuzzy, but the vibe often persists. No matter how many moments fade from the conscious mind, some remain vivid, untouched by time. For instance, while I cannot recall every trip to the store with my grandpa, one particular visit holds strong. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
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