Callminer

JANUARY 14, 2014

New Forrester research predicts investment in analytics for 2014 & 2015; IBM Watson announcement confirms that IT purchasing is on the rise.

182

182

Win the Customer

JANUARY 9, 2014

'Forget the statistics, take good care of your employees and they''ll take good care of your customers. Employee happiness is the key to customer success.

Customer Service 145

Customer Service 145

Customer Experience Matrix

JANUARY 22, 2014

'I’ve been gearing up for the next edition of our VEST report on B2B marketing automation systems, which involves catching up with established vendors and chasing down some new ones. The new entrants are clustered towards the small business end of the market, where they see an opportunity for simpler systems at lower prices than existing market leaders.

Social Media 110

Social Media B2B CRM Start-ups 110

PeopleMetrics

JANUARY 29, 2014

'At every level of sports, there are coaches. And at every level of coaching, there is disagreement about how to measure a coach’s performance. Even with significant advances in how teams evaluate performance, it can be difficult to quantify “coaching” as a variable. Is it a coincidence that some of the most respected coaches of all time ( Phil Jackson , Bill Belichick ) have coached some of the greatest athletes of all time (Michael Jordan, Tom Brady)?

VOC 96

VOC Sports Voice of the Customer Case Management 96

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What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.

Contact Center

ProProfs

JANUARY 21, 2014

'Looking for greater control all under one account? Say yes to the Enterprise edition by ProProfs! It’s bundled with features that make centralized management super easy for managing multiple trainers and teams. With this powerful tool, you can bring your entire organization under one roof and exercise the ability to centrally manage all users (such as trainers and their learners) within it.

Education 55

Education Customer Service 55

1 to 1

JANUARY 3, 2014

'Companies can turn to a variety of experts -- like interactive agencies and customer experience transformation consultants -- for help with improving or innovating the customer experience. But despite years of experience and a thriving professional network, one type of expert remains virtually unknown to customer experience professionals: the service design agency.

Customer Experience 53

Customer Experience Innovation Customer Service 53

Win the Customer

JANUARY 17, 2014

'The easiest way to make sure that you deliver exceptional customer service is to know exactly what your customers want.

Customer Service 145

Customer Service Customer Relationship Customer Experience 145

Customer Experience Matrix

JANUARY 13, 2014

'Scott Brinker, a.k.a. chiefmartec *, last week published a terrific Marketing Technology Landscape Supergraphic organizing nearly 1,000 vendors into 43 categories and six major classes. As Scott modestly writes, his classes present “a semblance of meaningful structure” with Internet and Infrastructure providing the foundations, Marketing Backbone platforms (major channel systems) managing most interactions, Marketing Middleware (including Customer Data Platforms) providing a connective layer, a

Technology 106

Technology Technology 106

Win the Customer

JANUARY 5, 2014

'The way you express yourself in your customer service interactions will determine whether your message will be received in a positive or negative way.

Customer Service 142

Customer Service Customer Relationship Customer Experience 142

Win the Customer

JANUARY 10, 2014

'Most companies that set out to deliver better customer service today fall short of creating a customer experience that creates customer loyalty.

Customer Loyalty 140

Customer Loyalty Customer Service Customer Experience 140

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

Win the Customer

JANUARY 15, 2014

'Customer service providers are caretakers of customer trust and must go above and beyond to deliver results that customers want.

Customer Service 139

Customer Service Customer Relationship 139

Win the Customer

JANUARY 20, 2014

'The emotional bond of customer loyalty may not appear on your business''s bottom line, but is critical to the survival of your organization.

Customer Loyalty 135

Customer Loyalty Customer Experience 135

Win the Customer

JANUARY 7, 2014

'In an instant, mobile users read customer reviews, research products, and compare prices; the mobile customer experience is key for today’s informed customer base. In the 20th century, marketing was markedly different from the industry it is today. Companies would display ads on television, billboards and in print where potential customers were likely to see […].

Customer Experience 134

Customer Experience Technology Technology 134

Win the Customer

JANUARY 20, 2014

'Clarity of expectation, perhaps the most basic of employee needs in the workplace, is critical to customer service performance. Do your customer service agents really know what is expected of them? Or better yet, do they know what a successful result of their work looks like? Approximately half of American workers are unclear about what […].

Customer Service 134

Customer Service 134

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

Win the Customer

JANUARY 8, 2014

'In order to increase your customer conversion rates, you need to optimize every channel and medium through which you interact with customers.

Customer Service 133

Customer Service 133

Win the Customer

JANUARY 3, 2014

'This simple blueprint is a guide for how to overhaul and improve customer experience and enhance customer engagement in just one year.

Customer Experience 131

Customer Experience 131

Win the Customer

JANUARY 4, 2014

'Most businesses fail to understand is that when you lose customer service focus it''s actually more costly to your business than great customer service.

Customer Service 128

Customer Service Customer Experience 128

Win the Customer

JANUARY 6, 2014

'We are living in an era of constant customer engagement. And customer engagement is more complex today with higher expectations from informed customers.

Customer Experience Management 126

Customer Experience Management Customer Experience 126

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

JANUARY 19, 2014

'Evaluate every new technology and each new process needs to be evaluated against the real purpose for customer service.

Customer Service 126

Customer Service Technology Technology 126

Win the Customer

JANUARY 17, 2014

'Staying motivated in customer service is 99% of the battle to deliver better customer experiences each day.

Customer Service 124

Customer Service Customer Experience 124

Win the Customer

JANUARY 21, 2014

'Empathy is the most important skill you can have in customer service. It''s not always asked for, but is always welcome and keeps customers coming back.

Customer Service 122

Customer Service 122

Win the Customer

JANUARY 1, 2014

'It’s difficult to catch decision makers at their desks most of the year, but this doesn’t mean that you can forget customer service when you contact customers. Look, I know how you feel. Calling all day, every day, reaching voicemails or getting transferred straight into voicemail without the line ever ringing. I’ve been there, I’ve […].

Customer Service 122

Customer Service Contact Center 122

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VOC

Win the Customer

JANUARY 13, 2014

'Providing a great customer experience for our customers makes them proud to be associated with us and is part of our legacy of customer service.

Customer Experience 119

Customer Experience Customer Service 119

Win the Customer

JANUARY 10, 2014

'Cold calls without thinking is difficult, but tailoring the call experience can lead to better customer service and improved customer contact success.

Sales 103

Sales Contact Center Customer Service Sales Customer Service 103

Win the Customer

JANUARY 14, 2014

'Starting a business can be fun and exciting on the surface, but it requires great discipline and planning be done right.

Business Management 100

Business Management 100

Customer Experience Matrix

JANUARY 31, 2014

'Last week’s post looked at newer marketing automation systems that focused on small businesses. They shared a similar approach of offering limited features in exchange for lower cost: messaging was largely limited to emails (except in Salesformics ) and campaign flows were basically linear. The general notion is that small businesses are finding existing marketing automation products too hard to use and would be happy with something simpler, especially if it costs less.

CRM 100

CRM Engineering Start-ups B2B 100

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

Win the Customer

JANUARY 6, 2014

'When done correctly, giving a gift to a customer can strengthen relationships with business associates, customers, and employees.

Customer Relationship 97

Customer Relationship Customer Experience 97

Customer Experience Matrix

JANUARY 6, 2014

'I spent much of last year writing about Customer Data Platform systems and have reviews on tap for a half dozen more. But I thought I’d start out 2014 with something different, just to show I’m not totally obsessed. Although, as you’ll see shortly, there’s a CDP angle to this story as well. Today''s topic is BrightInfo , which uses semantic technology to automatically recommend the most relevant content to Web site and blog visitors.

Engineering 63

Engineering Touchpoint Start-ups Technology 63

1 to 1

JANUARY 27, 2014

'While attending a cocktail party in December, I met a woman who returned to the U.S. that day from Costa Rica. She was a flight attendant and drove directly to the party from JFK airport. When I asked her which airline she worked for, she replied, "the worst airline in the world." I responded, "Let me guess--United Airlines.". There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Customer Experience 52

Customer Experience Customer Loyalty Customer Service 52

1 to 1

JANUARY 14, 2014

'For decades, veteran service organizations such as the American Legion, Veterans of Foreign Wars, and AMVETS have helped U.S. military veterans connect with one another. But as thousands of men and women return from combat in Iraq and Afghanistan, many of these soldiers are looking for immediate ways to unite with their comrades and peers. As a former Army infantry officer who served in Iraq, Paul Rieckhoff saw an opportunity to connect recent veterans through digital channels.

52

52

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Customer Service