Customer Experience Matrix
OCTOBER 9, 2013
'I’ve been writing a paper on the stages that marketers go through when deploying their marketing automation systems, the basic point being it’s important not to stop with just one feature. That much is indisputable, but the next question seemed to call for some empirical data: which features are used most often? Here’s where things got interesting.
ProProfs
OCTOBER 22, 2013
'ProProfs Quiz Maker has taken a new shape to make quiz making as easy as possible with a new interface. This would enable anyone from a kid to a non tech savvy adult to create their own quiz in a matter of minutes. Navigation is so easy that the interface is highly compact to fit all the features required for quiz making in less than half the size of your computer monitor. ‘ I have just finished making my first quiz, and the result is an absolute stunner!
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1 to 1
OCTOBER 10, 2013
'Service design is critical to customer experience (CX). (If you''re not sure why, please check out my post from earlier this week called Service Design: The Most Important Design Discipline You''ve Never Heard Of, and then come back and continue reading.) But what exactly is the relationship between the service design and CX? And how does the field of user experience (UX) factor into this picture?
Customer Experience Matrix
OCTOBER 22, 2013
'Last week’s post on marketing automation and its discontents prompted several questions about whether the level of dissatisfaction is any higher with marketing automation than other systems. To some extent, this is asking whether the glass is half empty or half full; and, as the illustration suggests, the answer matters less than the fact that there’s room for improvement.
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Customer Experience Matrix
OCTOBER 15, 2013
'As I mentioned in last week''s post , I’m writing a paper on stages of marketing automation deployment. Key findings will be presented in a Webinar next Thursday, sponsored by TreeHouse Interactive ; you can register here. The paper itself will be available to Webinar attendees. The premise of the paper and Webinar is marketing automation has a problem: clients who don’t move beyond basic email functions are unhappy.
Customer Experience Matrix
OCTOBER 2, 2013
'Systems in our new Guide to Customer Data Platforms range from B2B data enhancement to campaign managers to audience platforms. This may lead you to wonder whether there’s anything we actually left out. In fact, there was: although the final choices were admittedly a bit subjective, I tried to ensure the report only included systems that met specific critieria including a persistent database, customer-level data, marketer control, and marketing-related outputs to external systems.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
ProProfs
OCTOBER 29, 2013
'With ProProfs Training Maker , you can create courses that ensure your learners spend minimum time on each page of the course. Even though, online courses offer learners the flexibility to set their own pace of learning, there is also the possibility that learners at times may be tempted to skip certain pages or chapters of a course. As a course instructor, you can prevent learners from skipping pages by setting a minimum page activity time before they proceed to the next page.
ProProfs
OCTOBER 1, 2013
'ProProfs Quiz Software now has API enhancements to track score updates. Now, you get automatic notifications for any score update such as additional bonus points or essay grading scores added to your learners quiz report. This ensures that your learners’ and quiz data are always up-to-date and relevant. Automatic notifications, sent through our new API, help you maintain updated reports in your database/system.
1 to 1
OCTOBER 7, 2013
'Today marks the start of Customer Service Week where thousands of companies will honor and award their employees in an effort to boost morale and celebrate those committed to delivering exceptional customer service. In an effort to encourage continuous improvement for companies'' service organizations beyond October 11, I''m making the following recommendations.
1 to 1
OCTOBER 28, 2013
'It''s no secret that mobile is changing the traditional marketing funnel and transforming the way customers interact at every stage throughout the customer journey. Mobile has propelled us into an environment that not only allows us to express a need through any device at any time, and also one that has customers expecting a contextually relevant response to those needs.
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.
1 to 1
OCTOBER 23, 2013
'For years, brands referred to the contact center as the "cost center" of their organization. With their focus geared toward short-term ROI, many were reluctant to spend money on improvements because they neglected to consider sales beyond the brick-and-mortar store or website. Such companies failed to take full advantage of their customer service agents, for they were not trained as sales agents, thus missing the opportunity to nurture relationships, encourage repeat purchases, and upsell durin
1 to 1
OCTOBER 1, 2013
'A few weeks ago when I attended CRM Evolution 2013, much of the buzz was about the omnichannel customer experience. As you might expect, a central topic of discussion was around breaking through the data silos that exist between different channels and enterprise functions that can inhibit the omnichannel customer experience. But as industry leaders and practitioners have discovered, the key to success isn''t just about integrating customer and operational data across the enterprise.
1 to 1
OCTOBER 31, 2013
'Culture is important for organizations. Not only does culture impact how the organization works internally, but it also has an effect on how a company is seen by outsiders, including customers and prospects. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
ProProfs
OCTOBER 24, 2013
'With classroom reports, you can view your learners’ reports for all quizzes and courses at a single click of a button. A centralized place of searching the different reports such as course reports, quiz reports, group reports etc helps you to quickly review the activity around your quizzes and courses. This also helps you understand your learners’ performance better.
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.
1 to 1
OCTOBER 29, 2013
'Big Data can be rather scary. With vast amounts of structured and unstructured data flowing into the organization each day, analyzing and utilizing this information can be quite daunting. Yet, for those who collect prospect and customer data for Big Data''s sake, the noise can be deafening. Many recognize the need to deliver Big Data in the right context at the right time to the right people, but they don''t know where to turn to bring this information to action.
1 to 1
OCTOBER 8, 2013
'In observance of Customer Service Week this week, it''s important to recognize and reward those people who make such a difference (mainly positive, we hope) to the customers they serve. Before acknowledging any and all customer service agents or other employees who serve customers so dutifully, please consider the following: There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
1 to 1
OCTOBER 22, 2013
'1to1 Media''s Tom Hoffman speaks with David May, Director, Contact Center for Lafayette, LA at the Schumacher Group regarding approaches that healthcare companies will need to take to become more customer centric as the Affordable Care Act leads to greater competition for the business of individual consumers. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
1 to 1
OCTOBER 9, 2013
'When it comes to customer service, retailers are constantly searching for new techniques to personalize the shopping experience, catering to the specific individual, not the masses. However, this modern mindset seems to fly out the window when we speak about Millennials. This group of young consumers--myself included--rarely seems to warrant the same attention, as we are seen as a single entity, one often deemed mysterious, narcissistic, and lazy.
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
1 to 1
OCTOBER 17, 2013
'It is human nature to want to be treated as an individual. Armed with data, savvy organizations have been able to turn online interactions into truly personalized communications that cater to the individual needs of each customer. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
ProProfs
OCTOBER 30, 2013
'With the new themes feature in ProProfs Quiz Maker you can customize your quiz appearance, just the way you like it. Quiz themes add colors, designs & visuals to your quizzes, which helps you to engage learners better and get more responses. You can create quizzes which match your website logos/colors and improve brand recognition among your quiz takers.
1 to 1
OCTOBER 1, 2013
'Like milk and cookies or peanut butter and jelly, in an idyllic world, the CMO and CIO walk hand-in-hand. But, as mobile technology becomes an undeniable player across industries, research predicts that CMOs will soon spend more on IT than the CIO, causing much tension throughout the enterprise. Such changes are destined to reshape the dynamic within many companies, thus posing a threat to the customer experience as the C-suite struggles to balance power with strategy.
1 to 1
OCTOBER 9, 2013
'Customers have high expectations and only organizations that deliver on these high expectations will be successful. When delivery falls short of their expectations, customers will simply vote with their feet and go to a competitor. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
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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.
1 to 1
OCTOBER 25, 2013
'A customer experience ecosystem map is a visual technique that connects end-to-end customer processes to the ecosystem of employees, partners, capabilities, processes, technology, information and interfaces involved in delivering the experiences. Without these maps, companies regularly perform "blind-man-and-the elephant" exercises in which different silos of an organization see only parts of the customer''s experience related to their own jobs.
1 to 1
OCTOBER 24, 2013
'It is no secret that customers expect personalized interactions from the companies they do business with, but business leaders often wonder whether there''s a limit to how personalized they can get. How can they make sure not to cross the line between the targeted interactions that customers want while not appearing intrusive? There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
1 to 1
OCTOBER 16, 2013
'There''s something inherently magical about your first "big girl bed" (or "big boy bed" if you''re of the male variety). But when you awake to a busted spring--on your birthday, no less--it''s hard not to find yourself back in the throes of reality. After nearly 20 years, my beautiful mattress decided to remind me I''m no longer a child, sending one lone coil jutting through the material and straight through my heart.
1 to 1
OCTOBER 1, 2013
'Delivering great customer service is not an option for organizations to succeed. It is a must. Customers, after all, vote with their feet and will be very quick to stop doing business with an organization that doesn''t deliver the service they expect. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
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.
1 to 1
OCTOBER 20, 2013
'Modern-day CRM started its roots in the 1960s with the "4 P''s" marketing framework--product, price, place, and promotion. Any relationship marketer who has been at their craft since the 1980s knows that this structure eventually became the foundation to describe companies'' focus on understanding individual customer segments and delivering personalized service and marketing engagement strategies.
1 to 1
OCTOBER 15, 2013
'Last week, I had the good fortune to moderate a panel discussion on creating memorable customer experiences at inContact''s annual user conference, ICUC 2013. During the discussion where we examined some of the components that are needed to generate exceptional customer experiences (people, processes, technology, and metrics), one of the panelists, Amy Latzer, Chief Operating Officer at 2-1-1 Los Angeles County, made a terrific recommendation for contact center leaders to better understand what
1 to 1
OCTOBER 29, 2013
'1to1 Media''s Tom Hoffman speaks with Mariann McDonagh, Chief Marketing Officer at inContact, about how proactive customer outreach is changing along with best practices for personalizing the customer experience. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
1 to 1
OCTOBER 10, 2013
'When 1to1 Media launched the first Customer Champions program back in 2004, the goal was to shine a light on the people within companies of all sizes who are making a difference in moving their organizations'' customer experiences forward. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
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