Callminer
FEBRUARY 23, 2015
It's critical for companies to mitigate risk in the contact center. The following CallMiner resource guide offers tips & suggestions of how to do it.
Beyond Philosophy
FEBRUARY 2, 2015
'Music has a unique effect on our brain, especially concerning memory. Apple brilliantly capitalizes on all of them in its holiday ad. When it comes to branding there might be no better way than using music to help a Customer remember your brand promise. Here is the ad, in case you missed it: Part of the reason these studies showed the link is because music activates many centers across the brain, including the emotional ones.
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Customers That Stick
FEBRUARY 26, 2015
'Meet Nicole Miller! My name is Nicole Miller and I graduated in 1990 at Marymount University where I received a bachelors degree in business and fashion merchandising. Since graduation, I have always been in the retail industry and am currently the district manager for the Once Upon A Child stores. I am fortunate and proud to work for the original, owner and founder of resale, Lynn Blum.
Win the Customer
FEBRUARY 4, 2015
'The most unexpected finding when evaluating Disney’s “magic” recipe for customer experience is the focus on process—the drive and ability to optimize the mundane. One the most surprising facts about the Disney customer experience may just well be the 70% return rate of first time Disney visitors. When you consider the great lengths that individuals and families […].
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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.
PeopleMetrics
FEBRUARY 28, 2015
'Exceptional and unforgettable Moments of Truth fuel customer delight and loyalty. So too do pointless and broken interactions douse brand devotion. Unfortunately, disappointment carries more weight. Research undertaken by Richard Normann several decades ago revealed that it takes twelve positive Moments of Truth to recover from one failure. Knowing this, it makes sense to prioritize efforts on removing the pointless and fixing the broken moments first for the greatest return.
Customer Experience Matrix
FEBRUARY 25, 2015
'Trends are signposts of the future: they point to where we’re headed. But the signposts are unreliable because trends are often interrupted – the classic example being the “ Great Horse Manure Crisis of 1894 ”, when experts predicted that major cities would soon be buried beneath horse droppings. I’m beginning to suspect the much-cited trend of marketing playing a larger role deeper into the sales funnel has reached a similar peak.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Beyond Philosophy
FEBRUARY 16, 2015
'I’m grateful to my colleague, Richard Vanderveer, for making readers of his blog aware of an insightful report – Return on Word of Mouth, or WOM/ROI – recently issued by the Word of Mouth Marketing Association (WOMMA). As a long-time believer in the power of word-of-mouth and brand favorability in b2b and b2c marketing ( [link] and [link] ), he deserves a sincere thank you for bringing this insightful piece of work to everyone’s attention.
Customers That Stick
FEBRUARY 12, 2015
'Meet Renee Cloyd! Renee Cloyd is a wife and mother of three young boys ages 11, 9 and 6 who balances her busy home life with a full time job as a Center Director at Christ Lutheran Children’s Center. At CLCC, we strive to provide a quality early childhood program. In our center, forming strong ties to the families and the community is the key to the success of our program.
Win the Customer
FEBRUARY 16, 2015
'According to Google, it beats customer service in terms of average monthly search volume 380k+ to 200k. Why is experience nearly twice as popular – what’s the big deal anyway? How much cheaper is it for you to retain a customer than to acquire a new one? Why pull teeth for a testimonial from an […].
Heart of the Customer
FEBRUARY 19, 2015
'As a passionate customer experience (CX) advocate, I frequently get to meet with companies just beginning their customer experience journey. I can consistently predict their future success when the conversation moves to governance. Governance is the active involvement of senior leadership to guide the program and knock down barriers on the way to an improved customer experience.
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.
ClearAction
FEBRUARY 27, 2015
Customer Journey Mapping: Apply Insights Everywhere. Customer journey mapping is a big investment in most companies, and money is being left on the table. That's because there are many more applications for customer experience insights than first meets the eye. While the sponsoring organization may feel like their hands are full in applying the journey map findings to their corner of the company, there are likely other departments that could benefit from the new-found intelligence.
PeopleMetrics
FEBRUARY 4, 2015
'We’ve written about why we think customer experience is the future of branding , and we’ve given you tips for transforming your workplace into one with a customer-centric culture. But let’s back up a bit and talk about your relationship with customer feedback. Because if you want to fix your customer experience, you two should be close. Real close.
Beyond Philosophy
FEBRUARY 5, 2015
'Many b2b and b2c companies offer antiseptic, commoditized, vanilla experiences for customers. These are almost guaranteed not to be memorable, not to be talked about (unless neutrally or negatively), and not creating outside-in advocacy and value creation. Some, through culture, discipline, and purpose have succeeded in creating consistent, positive experiences which are appealing to customers and which customers consider worthy of passing along through informal conversation and recommendatio
Customers That Stick
FEBRUARY 19, 2015
'At CTS Service Solutions, we believe one of the best ways to improve customer experiences is by making interactions ad easy as possible and by decreasing the hassle-factor. Enter live chat. Live chat contains a number of attributes that contribute to hassle-free experiences. From ease of first contact, to low-to-no hold times, to the convenience of customers interacting with service reps while performing other tasks, live chat offers an opportunity for organizations to assist customers quickly
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.
Win the Customer
FEBRUARY 27, 2015
'Unhappy customers cost businesses $537 trillion each year. The customer is NOT always right, but even wrong customers can significantly impact your business for the better. Instead of focusing on who’s right and who’s wrong, your time is always better spent doing what’s right and not what’s wrong to continue to keep existing customers and […].
Customer Experience Matrix
FEBRUARY 5, 2015
'I just finished the latest release of the B2B Marketing Automation Vendor Selection Tool , a.k.a. VEST Report. The new version includes a big technical change: instead of the interactive Flash document that was very cool but people often had trouble running, it’s now a combination of PDF for the core document and Excel spreadsheet for the detailed vendor scores.
ClearAction
FEBRUARY 11, 2015
Loving Customers for Customer Experience Excellence. "Payin' with lovin'" seemed like a clever twist on McDonald's advertising theme, "I'm lovin' it!" In a Superbowl ad, the company announced its random selection of customers to pay for purchases with "random acts of love", from the big game day through Valentine's day.
PeopleMetrics
FEBRUARY 13, 2015
'I was in a short story class once. We were sitting with our desks in a circle, workshopping a classmate’s story. Here are scenes from the session: Quiet shuffling of paper. Low-hanging compliments. Female classmate suggests a dialog could rewritten for better effect. Author: “But that’s the way it happened.”. Professor: “This is fiction class. We’re trying to help your story.”.
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
Beyond Philosophy
FEBRUARY 3, 2015
'Seemingly forever, marketers and researchers have been trying to identify stable and predictable links between what consumers say about product and service experiences, what they mean, i.e. the emotional and unconscious underpinnings about what they really think and believe, and what they do in terms of actual decision-making and actions in the marketplace.
Customers That Stick
FEBRUARY 5, 2015
'Creating great customer experiences and delivering great customer service almost always boils down to one thing: being able to understand the experience of customers — to walk a mile in their shoes and to build a better shoe or create a better walking path with that knowledge. It begins by understanding what your customers are going through, especially when the experience is not a positive one.
Win the Customer
FEBRUARY 26, 2015
'Based on 25 years of research done by Gallup polls, the book "First Break All of the Rules" shares the following 12 questions that are key in keeping your talented employees.
Customer Experience Matrix
FEBRUARY 17, 2015
'If you read my recent post on Customer Data Platforms Revisited very, very closely, you might have noticed it listed a category of data vendors who “store unified profiles and expose to other systems”, which is pretty much the core definition of a Customer Data Platform. You would also have noticed that category had only two members, Aginity and NGData.
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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.
ClearAction
FEBRUARY 26, 2015
Customer Experience Journeys: Map for Actionability. Action — making a significant positive difference — is the point of anything we do in business. And that positive difference must translate to cash sooner or later. How actionable are your customer journey maps? One of the appeals of journey maps is they look sexy. And a picture paints a thousand words.
PeopleMetrics
FEBRUARY 6, 2015
'You''ve got your Voice of the Customer program in place. Your Client or Customer Advisory Board is humming along. You have built a discipline around customer journey mapping. You have the attention and support of leadership for customer experience improvement. So why have your Net Promoter Scores started to plateau? The answer is likely right in front of you.
Beyond Philosophy
FEBRUARY 10, 2015
'First impressions count. When you start a job interview one of the first things you will do is shake your prospective employer’s hand. What impression will they get of you by doing this? Handshakes can indicate many things. The strength of a handshake conveys a lot of information. From a firm to a limp handshake, each intensity communicates pertinent conscious and subconscious clues about your personality.
Customers That Stick
FEBRUARY 2, 2015
'Technology is an integral part of frontline customer service. From information kiosks to digital signage, from mobile point of sale devices to the customer’s own smartphones; technology is part and parcel of even the most basic face-to-face interactions on the service floor. While much is made of online shopping replacing retail shopping, less is discussed about how online shopping is shaping customer’s expectations in stores.
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.
Win the Customer
FEBRUARY 25, 2015
'Extending customer service into social channels presents a truly unique opportunity for service delivery in a truly personal and meaningful way that directly connects with customers and develops more personal customer relationships. Traditional approaches to targeting and marketing to customers doesn’t always work on social media. Likewise, traditional customer service approaches aren’t always feasible or […].
Customer Experience Matrix
FEBRUARY 19, 2015
'Looking back once more at last month’s post on the future of marketing data , you may recall that I briefly mentioned the intriguing rise of Web tag management systems as platforms to integrate customer data. Tealium highlighted the topic on Tuesday with $30.7 million in new funding , bringing the total to $77.9 million to support its stated mission of “capturing and serving up real-time, 360-degree customer insight to all of their [customers’] enterprise applications.
ClearAction
FEBRUARY 23, 2015
Journey Mapping: Focus on the Customers’ Experience. Customer journey maps are all the rage. Everyone's doing it. And there are a wide variety of methods for collecting information and templates for displaying it. But what are "best practices"? Is anything missing in the most popular methods and templates? And maybe most importantly, what's next — what do we DO after creating these attractive displays?
CX Journey
FEBRUARY 24, 2015
'Image courtesy of S.O.O.C Which is more important: the last mile or the extra mile ? A couple months ago, I wrote about first and last impressions , posing a similar question there: which is more important? Today I''m wondering about the last mile and the extra mile. Which one should you focus on more? Which is more impactful to the customer experience?
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Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.
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