This site uses cookies to improve your experience. To help us insure we adhere to various privacy regulations, please select your country/region of residence. If you do not select a country, we will assume you are from the United States. Select your Cookie Settings or view our Privacy Policy and Terms of Use.
Cookie Settings
Cookies and similar technologies are used on this website for proper function of the website, for tracking performance analytics and for marketing purposes. We and some of our third-party providers may use cookie data for various purposes. Please review the cookie settings below and choose your preference.
Used for the proper function of the website
Used for monitoring website traffic and interactions
Cookie Settings
Cookies and similar technologies are used on this website for proper function of the website, for tracking performance analytics and for marketing purposes. We and some of our third-party providers may use cookie data for various purposes. Please review the cookie settings below and choose your preference.
Strictly Necessary: Used for the proper function of the website
Performance/Analytics: Used for monitoring website traffic and interactions
'One of the main reasons that marketing automation has not been adopted more quickly is that too few marketers know how to fully use it. For example, a recent Gleanster report found that 73% of top performers listed lack of skilled staff as one of the top challenges to success. Marketing automation vendors have adopted different strategies to deal with their problem, including making their systems easier to use, offering extensive training, and providing services to run the systems for their cli
UPDATED JANUARY 2020. Lowering call abandonment in contact centers is what we do. It’s a primary benefit of our call-back software (and we’re proud of it) so you’ll forgive us for making this piece detailed… a round-up of what we’ll be covering today so you can skip the bits you already know. How to Reduce Abandonment Rates in Your Contact Center.
'ProProfs Survey Maker now supports secure surveys & spam protection with it’s new CAPTCHA and password protection features. Using CAPTCHA enabled surveys, you can prevent “bots” or automated programs from taking your surveys and generating spam. You can also control access to your surveys, by creating unique password protected surveys, which can be accessed only by those to whom you have shared the password details.
'Customers want great content. Whether it''s images, video, or text, having the right content can make the difference between a successful organization and one that struggles to grab and retain customers'' attention. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
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.
'I’ve nearly finished gathering information from vendors for my new study on Customer Data Platform systems and have started to look for patterns in the results. One thing that has become clear is that the CDP vendors fall into several groups of systems that are similar to each other but quite different from the rest. This makes sense: most of the existing CDP systems were built to solve specific problems , not as general-purpose data platforms.
'As I noted in a post last year , there is a universe of specialized marketing automation systems for companies that sell through channel partners. These products address several interrelated challenges: distributing leads to partners without losing track of performance; distributing partner-customized versions of company-created content; and helping partners run their own marketing campaigns.
'My discussion last week of Infer , Mintigo , and Lattice Engines raised the question of what other B2B data vendors might be considered Customer Data Platforms. It’s easy to exclude companies that provide basic B2B lists ( D&B , Data.com , Netprospex , ZoomInfo , etc.) since they’re clearly in a different business. But there’s another set of vendors that look very much like Mintigo, Infer, and Lattice Engines building detailed profiles by extracting data from Web sites, social networks, and
Sign up to get articles personalized to your interests!
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
'My discussion last week of Infer , Mintigo , and Lattice Engines raised the question of what other B2B data vendors might be considered Customer Data Platforms. It’s easy to exclude companies that provide basic B2B lists ( D&B , Data.com , Netprospex , ZoomInfo , etc.) since they’re clearly in a different business. But there’s another set of vendors that look very much like Mintigo, Infer, and Lattice Engines building detailed profiles by extracting data from Web sites, social networks, and
'So, there I was around 7:30 Eastern time this morning, sending out reminder notices to vendors I need to interview for an upcoming report on Customer Data Platforms. I received an immediate response from the Kevin Nix of Causata , offering to talk that very morning. This seemed a bit odd – Causata is based in San Francisco, so it was 4:30 a.m. local time and most people need more notice to schedule a call.
'ProProfs founder Sameer Bhatia was recently at a Google AdSense Community Hangout to share insights on how ProProfs achieves high user engagement and satisfaction. He was joined by Anitra and Miles from the Google team who also shared best practices and tips in building awesome engaging websites for users. At the Hangout, Sameer shared his experience on how ProProfs constantly strives to improves the website for its customers, by listening to them and tackling their pain points.
'With ProProfs, you can sell your courses or quizzes through your Store. Selling is not only an easy process but also a secure one. Our new password protection feature ensures that the seller can provide secure access to the buyer through an exclusive password, that can be changed by the seller anytime. This allows you as a seller to control: who gets access, how long they can access and even revoke access (by changing password).
'When Facebook announced its plan to enable hashtags, many may have thought the popular social network was simply hopping on the bandwagon. With Twitter and Instagram being notorious for hashtags, Facebook users were already tagging posts and statuses to no avail, allowing the network ample opportunity to extend its reach even further by embracing the popular trend.
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.
'They say the devil is in the detail. And in fact, it''s the little details that can make a difference between a great customer experience and one that is just ok. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
'What if you could look over the shoulder of every one of your customers as they used your mobile apps, web pages, kiosks, and other digital channels? What could you learn? How might you use what you learn to dynamically adjust your digital experiences? In the days when web applications were king, this type of insight was doable with simple web analytics and similar tools.
'What''s more effective at growing customer loyalty--loyalty card/points programs or everyday low prices? A growing number of grocery chains are opting for low prices. Earlier this summer, grocery chains Acme, Shaw''s, Albertson''s, Star Market, and Jewel-Osco, all made the decision to ditch their customer loyalty programs for everyday low prices. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
'Once upon a time, in the not-to-distant past, parents began teaching their children manners at a very young age. Children learned to respect their elders, be kind to others, and behave properly in public. But, as many restaurants are beginning to notice, parenting appears to be headed down a different path, leaving these establishments no choice but to take drastic action in response.
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.
'The concept of showrooming has become ingrained in customers'' shopping habits. Since customers rarely leave their homes without their mobile phones, it''s easy to research an item and make comparisons while still in the store. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
'A few months ago while attending the ForeSee Summit in Ann Arbor, Mich., I had the good fortune to hear ForeSee president and CEO Larry Freed share the company''s rationale for developing the Word-of-Mouth Index (WoMI), a next-generation of Net Promoter Score (NPS). While NPS is focused on measuring a customer''s likelihood to recommend based on a zero to ten point rating scale, WoMI goes more in depth in examining a customer''s likelihood to recommend or to discourage.
'Often times, when you can no longer find what you''re looking for in the store, the item you desire still exists online. One simple search can yield numerous results. However, when I began my journey to find another pair of my favorite sunglasses, I never expected to get caught in such an unpleasant "web" of confusion. Not long ago, I purchased a new pair of Vogue sunglasses from Sunglass Hut.
'Customers have high expectations. But sometimes they just expect what they were promised, what they are, after all, paying for. What customers certainly don''t want is to be caught in the middle between two companies. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
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
'For Bryan and Jordan Silverman, brothers and co-founders of Start Toilet Paper, inspiration came from the place many people get their best ideas--the bathroom. During the summer of 2010, the two brothers embarked upon their journey to bring advertisements, like those from the applications on one''s phone, to life in physical form via toilet paper. Based on the notion that many are looking to read while in the restroom, the brothers recognized this untapped opportunity, inevitably bringing their
'Today''s rapid proliferation of digital channels has put the need for constant, relevant content front and center for marketers. But many lack the time and resources necessary to create impactful content marketing. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
'The spike in the popularity of ecommerce has impacted brick-and-mortar stores in more than one way. Not only are these retailers challenged to compete with others outside a set geographical boundary, but ecommerce has also revolutionized customer expectations. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
'Eric McKirdy is global customer care manager at Ask.com, a Q&A web search engine. Eric isn''t just the customer care manager - he''s the entire team. He also has the seemingly gargantuan task of providing customer support for Ask.com''s nearly 200 million monthly users all by himself. Eric''s circumstances are even more remarkable considering he had no prior customer service experience before joining Ask.com in late 2010.
Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.
'Firms must actively engage external vendors and third-party partners to deliver a unified customer experience (CX). Why? Because partners across the supply chain influence the quality of customer interactions. Sometimes these partners are the face of your company on the front lines in the form of agents, dealerships, value-added-resellers (VARS), distributors, and outsourced call center reps or technicians.
'This week many children in the U.S. will return to school. They''ll don new shoes and clothes, and come equipped with a fresh stock of school supplies. But many lucky parents avoided standing in long lines and arguing with their kids this back-to-school season. Rather than enter physical stores to buy their children''s new back-to-school items, many parents for the first time bought their back-to-school items from the comfort of their sofas.
'A few years ago, speech analytics, relatively unknown both within the contact center and across the enterprise, was perceived as a risky investment. Today, with clear and present ROI through the identification of customer insights, speech analytics is turning contact centers in profit centers. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
'Recently I witnessed a bit of design magic. I was reviewing some research with a customer experience colleague who suddenly realized that he''d left some notes on his laptop, which was tethered to his desk. Knowing that he just started using Evernote, I suggested he sign into his account on his iPhone (which never leaves his side) and get his notes there.
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.
'It feels like this summer is flying by. Although it seems like yesterday when we put on Forrester''s Customer Experience Forum East in New York City, it was actually back in June. And now our Forum For Customer Experience Professionals WEST in Los Angeles is just eight weeks away. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
'1to1 Media''s Tom Hoffman catches up with Steve Chirokas, Vice President of Marketing at VoltDelta, about different techniques that companies can use to support customers who use multiple channels to interact with their organizations. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
'In the latest sign that government is striving to become more citizen centric, the U.S. House of Representatives has passed a bill that would set government-wide customer service standards. The bill, which was sponsored by two Texas congressmen, Henry Cuellar (D) and Michael McCaul (R), would require the Office of Management and Budget to set customer service standards, including targets for response times.
We organize all of the trending information in your field so you don't have to. Join 20,000+ users and stay up to date on the latest articles your peers are reading.
You know about us, now we want to get to know you!
Let's personalize your content
Let's get even more personalized
We recognize your account from another site in our network, please click 'Send Email' below to continue with verifying your account and setting a password.
122 
Let's personalize your content