Callminer

JULY 31, 2014

Speech analytics for collections can eliminate call center compliance risk, improve agent performance, and increase recovery rates. Here’s a closer look at how.

Compliance 182

Compliance 182

Win the Customer

JULY 7, 2014

'Innovation in technology is raising the customer service standard and we''re just beginning to see its impact in the customer experience.

Technology 144

Technology Technology Customer Loyalty Customer Service 144

Bill Quiseng

JULY 28, 2014

This week’s guest post is written by Ben Puzzuoli, Chairman of the Board at Cayzu Help Desk ( www.cayzu.com ). The real benefit of social media is in meeting people who share like interests. My very first management position was with Marriott Hotels. Back then, there were less than 35 hotels worldwide. Recently Marriott opened the J.W. Marriott Hotel in Washington, D.C., its 4000th.

Customer Service 126

Customer Service Social Media Start-ups Customer Experience 126

PeopleMetrics

JULY 9, 2014

'At PeopleMetrics, we are in the storytelling business. So naturally, we talk a lot about customer service stories gone bad. Our inboxes are full of horror stories forwarded from friends and family, and most of our conversations sound like, “Did you hear about that Comcast fiasco with Food Network Star Alton Brown ?” Most days, I cannot get the United Breaks Guitars song out of my head.

Customer Experience 116

Customer Experience Transportation Customer-Centric Organization Start-ups 116

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Contact Center

Customer Experience Matrix

JULY 18, 2014

'I had an interesting conversation this week with a vendor of marketing measurement systems on the question of why more marketers won’t buy his type of software. After all, surveys often show that marketers and CEOs alike rate better measurement as a high priority. Yet actual measurement techniques don’t improve much from year to year: to cite the most recent report to cross my desk, the 2014 State of Marketing Measurement Survey Report from Ifbyphone found that 45% of marketers are measuring Re

Social Media 97

Social Media 97

Dennis Snow

JULY 22, 2014

Many companies I consult with are in search of that magical, all caps, bold WOW they can create for their customers that will result in insane customer loyalty. And I’m all for the big WOWs. I love to be on the receiving end of big WOWs. But there’s a problem – they’re hard to create. […].

Customer Loyalty 87

Customer Loyalty Customer Service 87

Win the Customer

JULY 14, 2014

'Your customer experience journey can be judged on the effectiveness of discovery, engagement, usage and persuasion.

Customer Experience 141

Customer Experience Retail 141

CX Journey

JULY 15, 2014

'In your company, is "customer focus" just a poster on the wall? Or is it a way of doing business? How many times have you walked into an establishment and been bombarded by posters or signs about customer satisfaction, listening to customers, great customer service, etc.? Do you wonder if those posters are just posters, i.e., all fluff and no stuff?

Customer Service 82

Customer Service Gaming Customer Satisfaction Customer Experience 82

Fonolo

JULY 16, 2014

Updated May 2020: Companies place a great deal of importance on meeting customer expectations. According to Forrester, nearly 95% of leaders say that providing a good customer experience is a top strategic priority, and 75% want to use customer experience as a competitive advantage. But it’s a big, crowded marketplace out there, full of consumers that want different things at different times via different channels.

Customer Service 67

Customer Service Customer Expectations Social Media Contact Center 67

Customer Experience Matrix

JULY 3, 2014

'Today''s email vendors face an interesting business challenge. On one hand, building a high-volume email engine is a lot harder than you’d think, so business is strong despite near-commodity status. But marketers want to integrate email with other messaging channels, so a stand-alone email platform is increasingly unattractive. The obvious solution is to add other channels and, even more important, features to control the decisions of when, how, and to whom messages are sent.

Predictive Analytics 74

Predictive Analytics Construction Social Media Engineering 74

Speaker: Benjamin Woll, Tiffany Spizzo, and Jaime Santos Alcón

Enterprise commerce is at an inflection point. Rigid, monolithic platforms slow brands down, but a full replatforming is disruptive and costly. Modular architecture offers a flexible, scalable alternative - allowing enterprise brands to modernize without ripping and replacing their entire stack. Learn how a composable approach helps modernize commerce stacks while maintaining control over critical systems.

B2C

Dennis Snow

JULY 30, 2014

My wife and I are in the middle of a major home interior renovation. Seeing my home completely torn up has caused me several times to get on my knees and ask my wife, “How did I let you talk me into this?” She quietly assures me that it will be worth it when it’s […].

Customer Service 83

Customer Service 83

Callminer

JULY 10, 2014

Companies need to leverage real-time call monitoring and speech analytics to improve the customer experience. Here are 4 tips to consider.

Customer Experience 182

Customer Experience 182

Win the Customer

JULY 17, 2014

'Service providers often tie employee compensation with negative behavior, and the entire corporate culture is often toxic. This type of behavior is pervasive in corporate customer service and continues to take place.

Customer Service 138

Customer Service Customer Experience 138

CX Journey

JULY 22, 2014

'Image courtesy of Tom with his Nikon Should companies offer guarantees for their products and services? Or is the better question, why don''t they? I saw a commercial the other day where the company offered a money-back guarantee for its product. That got me thinking, as these things often do, about guarantees. If we truly care about our customers, the customer experience, and keeping customers happy and returning, are guarantees a good idea?

Customer Experience 75

Customer Experience Touchpoint Customer Loyalty Sales 75

Speaker: Carolyn Clark and Miriam Connaughton

Forget predictions, let’s focus on priorities for the year and explore how to supercharge your employee experience. Join Miriam Connaughton and Carolyn Clark as they discuss key HR trends for 2025—and how to turn them into actionable strategies for your organization. In this dynamic webinar, our esteemed speakers will share expert insights and practical tips to help your employee experience adapt and thrive.

Actionable Insights

ProProfs

JULY 24, 2014

'With ProProfs, you can easily share and receive information by working with our API. You can integrate your systems to seamlessly perform a number of tasks, one of which is tracking the progress of learners. Using our API, you can track learners without ever logging into ProProfs. You can instantly receive updated records of all the new users who have registered to your classroom.

56

56

Customer Experience Matrix

JULY 25, 2014

'The past week brought two industry announcements: acquisition of Bizo by LinkedIn and new “Data as a Service” offerings from Oracle. Both illustrate the continuing evolution of marketing technology towards a data-centric world. The Bizo purchase, priced at $175 million , makes perfect sense. It gives LinkedIn more tools to expand its marketing offerings and lets Bizo use LinkedIn data to improve targeting within its own products.

Unstructured Data 63

Unstructured Data Compliance Technology Technology 63

1 to 1

JULY 1, 2014

'Marketing leaders are constantly striving to achieve the highest possible levels of customer engagement and to get the biggest bang out of their campaign efforts. But it''s often what goes on behind the scenes - and how well those activities and processes are managed - that ultimately determines the success of marketing programs. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

54

54

Callminer

JULY 1, 2014

Read about the importance of analyzing customer conversations with speech analytics in this Resource Guide from CallMiner. Learn more.

182

182

Speaker: Michael Veatch, Senior Director, Implementations & Ella Aguirre, Director of Solution Consulting

Embedding payments can be a transformative step for software companies looking to enhance their platform capabilities, boost customer satisfaction, and drive long-term growth. However, the success of payments hinges on a single thing: implementation. Drawing on real-world insights and experiences, payments implementation experts Michael Veatch and Ella Aguirre will explore actionable strategies that can lead to a transparent, friction-free launch and mitigate potential challenges like technical

Customer Satisfaction

Win the Customer

JULY 4, 2014

'Social media may never become a traditional contact channel, but it''s still an effective tool for social engagement in customer service.

Social Media 133

Social Media Customer Retention Customer Service Technology 133

CX Journey

JULY 29, 2014

'Image courtesy of dalbao Businesses are - knowingly or unknowingly - sabotaging their customer relationships. Customers don''t want to put up with it anymore - and they make sure their friends hear about it. After the popular post I wrote titled 19 Signs Customers Are Just Not That Into You , which sounded an awful lot like the romantic comedy, He''s Just Not That Into You , I was inspired by the title of another rom-com, How to Lose a Guy in 10 Days , for today''s post.

Customer Relationship 71

Customer Relationship Customer Loyalty Gaming Start-ups 71

ProProfs

JULY 20, 2014

'With ProProfs, you can now trace the time learners spend on every page of your training course. Our new feature lets you to not only see the total time taken by your learner on the overall course, but also analyze how much time they spent on every page as well. With this data, you can examine and break down the time spent on each page or learning module and get crucial insights about your learner.

Compliance 49

Compliance 49

Comm100

JULY 10, 2014

Thank you pages – pages that are displayed following the completion of a sale – are generally last on the list of content priorities for any brand or online retailer. After all, the sale has been made, the conversion is complete and it’s time to look for new customers and the next big sale, right? Wrong. The best business owners know that the probability for selling to an existing customer is 60-70%, whereas the probability for selling to a potential client, someone who has never purchased from

Social Media 40

Social Media Sales Start-ups Retail 40

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VOC

1 to 1

JULY 29, 2014

'I was recently reading a Forbes post by Micah Solomon which points to the importance of avoiding simple but critical language mistakes that often occur in customer service interactions. For instance, instead of an agent using terminology such as "You need to." to a customer, a more appropriate and customer-friendly approach would be "We find it usually works best when.

Customer Experience 53

Customer Experience Customer Service 53

Win the Customer

JULY 30, 2014

'Effective home sales means striving to make deliver customer service so that others feel that you value them as a person and not just their business.

Customer Service 132

Customer Service Sales 132

Win the Customer

JULY 2, 2014

'When you show customer care, you’re proactive, you listen and understand customers, then deliver on needs before they even ask for it.

Customer Service 131

Customer Service Customer Experience 131

CX Journey

JULY 10, 2014

'Image courtesy of fuzzedbuzz I originally wrote today''s post for Intradiem. It appeared on their blog on March 17, 2014. What is big data? and how is it used to deliver a great customer experience? "Big data" has been defined in many different ways and seems to most often refer to the sheer volume of data, but for the purpose of this article, I''m going to refer to the data sources.

Unstructured Data 71

Unstructured Data Customer Experience VOE Data Mining 71

Speaker: Jay Allardyce, Deepak Vittal, Terrence Sheflin, and Mahyar Ghasemali

As we look ahead to 2025, business intelligence and data analytics are set to play pivotal roles in shaping success. Organizations are already starting to face a host of transformative trends as the year comes to a close, including the integration of AI in data analytics, an increased emphasis on real-time data insights, and the growing importance of user experience in BI solutions.

AI

CX Journey

JULY 17, 2014

'I originally wrote today''s post for The DiJulius Group ; it was posted on their blog on May 15, 2014. Is your company short-sighted when it comes to the customer? I''ve been using the phrase "short-sighted" a lot lately, and it got me thinking about how too many companies are short-sighted when it comes to customer experience management. If you''re not familiar with the phrase, Merriam-Webster defines it as: not considering what will or might happen in the future; made or done without thinking

Customer Experience 70

Customer Experience Customer Experience Management Gaming Innovation 70

1 to 1

JULY 28, 2014

'Earlier this month, Google Co-Founder Larry Page entertained the notion of businesses implementing a four-day work week during a fireside chat with Google co-founder, Sergey Brin, when he said that everyone needing to work frantically "is just not true.". There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Entertainment 53

Entertainment 53

1 to 1

JULY 30, 2014

'Can an algorithm replace or supplement content created by your employees? Some businesses say "yes" as they adopt algorithm-based solutions that are designed to churn out marketing content and other materials. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

52

52

1 to 1

JULY 20, 2014

'We''ve all called a customer service department at one point or another and have encountered pushy or unhelpful customer service reps. Last week, the experience that San Francisco-based tech blogger Ryan Block encountered with an unnamed agent when he called Comcast to cancel his service, takes the cake. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Customer Service 52

Customer Service Customer Loyalty Customer Experience 52

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Customer Service