Callminer

MAY 22, 2014

Are language barriers in the call center hurting your business? Here are 3 ways speech analytics can help you overcome these obstacles. Read more.

182

182

Win the Customer

MAY 20, 2014

'Multi-channel is more important than ever as customers expect information to be available when instantly and through the channels they already use daily.

Contact Center 140

Contact Center Technology Technology Customer Expectations 140

Customer Experience Matrix

MAY 14, 2014

'That Scott Brinker is such a devil. Last month he goaded me into coming up with a framework for relating marketing technology to business strategy , which I''ll present at the MarTech conference in August. Today he wrote blog post about the latest entrants into the marketing platform derby, Abobe and IBM , which prompted a comment from me since I’ve been thinking about the need to define the features of a good platform system.

Technology 99

Technology Technology 99

ProProfs

MAY 29, 2014

'It has been an exciting month here at ProProfs with awards and recognition pouring in from all corners. An additional feather on ProProfs cap is the fact that our Quiz Maker is ranking on the top slot of 100+ learning tools on Listly. What makes us really proud and gives us immense delight is to know that ProProfs is the first choice of our users when it comes to learning.

95

95

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Contact Center

1 to 1

MAY 2, 2014

'In my latest Forrester report, "5 Steps To Create And Sustain Customer-Centric Culture," I answered the question I hear most often from clients: What are the steps in the process to actually transform organizational culture to be customer centric? I interviewed companies that have successfully completed this transformation, and companies that are in the midst of that process right now.

Customer Loyalty 51

Customer Loyalty Customer Experience 51

Callminer

MAY 15, 2014

Today’s customer expects a unified experience across communications channels. Here’s why customer service agents need to embrace multi-channel support for customers.

Customer Experience 182

Customer Experience Customer Expectations Customer Service 182

Customer Experience Matrix

MAY 27, 2014

'I’ve seen more interesting systems recently than I have time to review in depth. Here are some quick sketches of products you may want to explore in more detail. • 4-Tell offers low-cost, easily-installed product recommendations for online retailers. The story here is a combination of accessibility and sophisticated features. By accessibility, I mean just about any company can use them: there’s no installation fee, implementation takes a few hours of work (spread over a week or two), there are

Technology 93

Technology Technology Retail CRM 93

Customer Experience Matrix

MAY 24, 2014

'On May 6, AOL and Google announced their respective acquisitions of attribution vendors Convertro and Adometry. Since then, Acxiom purchased online/offline identity matching vendor LiveRamp and SAP bought behavioral targeting vendor SeeWhy , tag management vendor Tealium announced connectors to several email platforms, and the Phillies lost nine of 14 baseball games.

Technology 93

Technology Technology Gaming 93

Customer Experience Matrix

MAY 30, 2014

'I may have to start attending only conferences on the West Coast, since the trip home from closer locations doesn''t take enough time for me to write up a summary. I’m drafting this on the way back from the excellent Business Marketing Association conference in Chicago and the pilot has just announced we’re starting our descent to Philadelphia. Still, I’ve had enough time to ponder what I heard.

Start-ups 78

Start-ups B2B Sales Technology 78

ProProfs

MAY 10, 2014

'In the world of online training and education ProProfs is already a household name. But when MeetAdvisors named us as one of the top 15 startups in Los Angeles, we felt humbled yet proud that our hard work to build ProProfs into a strong and successful organization was realized. Our growth as a company has been stupendous in the last few years and this wonderful news comes at an opportune time when we are working hard to enhance the user experience of our tools and make them even more delightfu

Education 72

Education 72

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

Customer Experience Matrix

MAY 8, 2014

'I spent two productive days this week at Demand Gen Report’s B2B Content2Conversion Conference in New York. As some who spends more time creating content than pondering it, I appreciated the opportunity to put content generation in a more broader perspective. Sessions at the conference were consistently excellent, which isn’t the case at every show.

B2B 69

B2B Sales Education 69

ProProfs

MAY 6, 2014

'No matter what language your customers, clients or students speak, they can now take the training you’ve made for them in a language they know and understand. With multiple language support in the Training Maker , you can now create training and assign it for your users in a language you know they prefer. With 72 languages supported, we’re sure you will be able to make your pick easily.

68

68

ProProfs

MAY 22, 2014

'We’re super excited! ProProfs has been nominated as a finalists for American Business awards in the professional education and training category. We’re so happy about this news but we will have to wait for the September 17 awards presentation in San Francisco to find out whether we’ll be bringing home the Gold or the Silver Stevie with us. However, we’re pretty thrilled about the recognition and think this is a significant achievement.

Education 65

Education Sales Customer Service 65

ProProfs

MAY 6, 2014

'Need to add courses that you have created in the past from another eLearning tool into your training with us? Fret not; we have the perfect solution for you that is indeed as simple as the click of a button. We’ve introduced the ‘Import’ feature into our Training Maker that allows you to upload a zipped file containing material you may have created using other eLearning tools (such as Articulate, Captivate, etc).

58

58

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

1 to 1

MAY 11, 2014

'"As a source of innovation, an engine of our economy, and a forum for our political discourse, the Internet can only work if it''s a truly level playing field. Small businesses should have the same ability to reach customers as powerful corporations." - Al Franken. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Engineering 47

Engineering Innovation Customer Service Customer Experience 47

1 to 1

MAY 14, 2014

'Marketers are currently moving into the new era of customer feedback. While traditional surveys came to be in an environment where such information was scarce, it''s no longer quite so difficult for marketers to determine what consumers think about their products. Today, customer insights abound, yet brands still need to hone their understanding as to what data they already have and what information may be missing.

Customer Feedback 47

Customer Feedback Customer Experience 47

1 to 1

MAY 5, 2014

'When customers decide to do business with a company, they want their transactions or inquiries to be handled without any catches. They want seamless interactions, or frictionless experiences devoid of additional steps, potential issues, and unnecessary hassles. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Customer Experience 47

Customer Experience Customer Loyalty Customer Service 47

1 to 1

MAY 6, 2014

'A few years ago while attending Dreamforce, I had a few meetings with executives from marketing automation companies who shared different approaches to engaging with B2B customers and prospects. These included tools aimed at gathering and acting on social information that might generated by a target customer or an active account (e.g. a LinkedIn post shared by a marketing VP for a life sciences company) that can then be used for relevant messaging.

B2B 46

B2B B2C 46

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

ProProfs

MAY 13, 2014

'A while back we released the self-registration feature , which allowed instructors to automate the registry of learners to a course, quiz or group. Taking this a step further, we have introduced “join codes” using which instructors can allow learners to instantly self-register to one or more groups. Instead of manually adding learners to the correct groups instructors can simply provide learners with group join codes.

45

45

1 to 1

MAY 27, 2014

'Personalization has become an integral component for successful omnichannel strategies, as companies understand that individualized experiences persuade customers to engage across multiple touchpoints, driving lifetime value and revenue. For the retail sector, incentivizing shoppers to interact with the brand across numerous channels encourages them to spend more and spend often.

Retail 45

Retail Omnichannel Touchpoint 45

1 to 1

MAY 7, 2014

'In an odd twist of fate, one recent study conducted by the University of British Columbia''s Sauder School of Business concluded that rude retail associates might actually boost sales. The study, which will be published in the October 2014 edition of the Journal of Consumer Research, indicates that customers who encounter snobby salespeople at high-end retail stores often become more willing to purchase these pricey goods in order to gain the associate''s approval.

Retail 43

Retail Sales Customer Experience 43

1 to 1

MAY 13, 2014

'I had a very interesting meeting the other day with Rowley Douglas, executive vice president of North American operations for CloudSense, a cloud services company which provides platforms used to manage the customer lifecycle for companies in telecommunications, media, and other industries. While I was very much interested in our discussion, which focused on key trends and challenges facing executives for wireless carriers in North America and other parts of the world, it was the latter part of

42

42

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VOC

1 to 1

MAY 18, 2014

'In 2004, 1to1 Media set out on a mission to reward the best thinking and results in customer strategy. At the time, "Relationship Marketing" was fresh on the heels of the CRM revolution in the 1990s, sweeping the business world with its promise to forever change the way enterprises interact with their customer bases by understanding customer segments, delivering quality service, and increasing customer satisfaction and loyalty.

Customer Experience 41

Customer Experience Customer Loyalty CRM Customer Satisfaction 41

1 to 1

MAY 30, 2014

'Do you like those thinkorswim commercials from TD Ameritrade as much as I do? Because I love them. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

38

38

1 to 1

MAY 27, 2014

'Ten years ago, a friend of mine who was the CIO of a supermarket chain at the time left to join a company that sells price optimization software. As I learned more about the company and its technological capabilities, I became fascinated with the concept (e.g. "If we lower the price of this brand of yogurt by X, how will this affect the sale of fresh berries?").

E-commerce 35

E-commerce Sales Technology Technology 35