Callminer
MARCH 13, 2014
With customer experience management more important than ever, customer satisfaction has become an area of focus. Here’s a look at 3 best practices to establish call center customer-centricity.
Win the Customer
MARCH 7, 2014
'When you fall in love you gladly go the extra mile for that special someone every time. Everything you do, are, and want to be is what will make that special person truly happy.
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PeopleMetrics
MARCH 21, 2014
'Last week we wrote about a bank that has exceptional customer service in our post “ How to Amaze Banking Customers: A Simple Story ” This week we are going to focus on a story that happened right in @PeopleMetrics Twitter feed. I had read an interesting article on Barclays Kenya ''s refocused customer experience efforts. So naturally, I pulled up Twitter and fired off a tweet at the bank, curious to know what their customer experience efforts were behind the scenes.
Customer Experience Matrix
MARCH 26, 2014
'The InterWebs were buzzing this morning with an Atlanta Business Chronicle article reporting that IBM is negotiating to buy Silverpop. My only reaction was, What the heck took so long? The other enterprise-level B2C email vendors ( ExactTarget , Responsys ) have already been bought at wondrously high prices, and every B2B marketing automation vendor I talk to tells me that potential investors are approaching them constantly.
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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.
ProProfs
MARCH 25, 2014
'With thousands of educators actively using ProProfs Store to sell their quizzes, ProProfs has become the ideal online destination to buy quizzes on all kinds of topics from college tests like SAT to professional courses such as CISCO and many more. Taking our online store a step further we have introduced “Coupons” to help you improve your quiz sales and reach out to a larger learner base.
1 to 1
MARCH 2, 2014
'Last night the stars came out for Hollywood''s biggest night. From Jennifer Lawrence''s stumble on the Red Carpet, Jared Leto''s poised, tear-jerking speech dedicated to his mother, or 20 Feet From Stardom singer Dorothy Love singing a rousing rendition of a gospel song during her acceptance speech, the 86th Academy Awards, didn''t disappoint. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Win the Customer
MARCH 1, 2014
'83% of online customers need customer service help in order to complete a purchase. Is your experience meeting customer needs?
PeopleMetrics
MARCH 11, 2014
'So, last week I woke up to $867.35 missing from my bank account. $138.63 spent at a gas station in Spain. I don’t own a car. And I’m not in Spain. $73.65 on cigarettes in Texas. I don’t smoke either, and I’m definitely not in Texas. I fished my phone out of my purse and frantically called Simple’s customer service line while racing towards the morning bus.
Customer Experience Matrix
MARCH 17, 2014
'I took a preliminary peek at the results of the marketing automation deployment survey that VentureBeat and I have been fielding for the past few weeks. There are some hints of really interesting insights, but we don’t have enough responses yet to publish. Like the sheriff in Blazing Saddles who held himself hostage, I''m writing this to encourage more people to complete the survey so we can release it.
ProProfs
MARCH 21, 2014
'Whether you’re planning a wedding or revamping your room, selecting a particular theme or color is sure to sweeten the experience and enhance the final look. The same is also true when it comes to ‘designing’ your quizzes. So are you looking to match colors in your quiz with your website? With ProProfs Hex code support in Themes you can now do that!
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
MARCH 6, 2014
'Social media has undoubtedly become one of the main means of communication. And with so many people active on social channels, it''s not surprising that organizations have been using social for marketing and selling purposes. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
Callminer
MARCH 27, 2014
Due to today’s rapidly evolving digital environment, the traditional contact center model is changing, because both the business behind it and the customers in front of it are changing. Indeed, predictions for the future of the call center include increased focus on the customer experience, omnichannel contact, mobile customer care, migration to the cloud, and […].
Win the Customer
MARCH 12, 2014
'How do you make your customers stay with you for the long haul? Through the magic of customer service. These 4 tips make sure you''re sticking to what works.
Win the Customer
MARCH 11, 2014
'One of the most valuable assets a company owns is its employees, and ensuring their happiness can be one of the most challenging aspects facing any business.
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
MARCH 2, 2014
'Organizations that "get" customer experience and are known for their excellent customer service, realize that it''s more about the people you assemble to serve than the processes you have in place.
Win the Customer
MARCH 19, 2014
'Without consistency in your service execution, one-off customer experiences can cause confusion and foster disappointment in your customers. Creating the framework for consistent excellence in service is key to long term customer delight.
Win the Customer
MARCH 10, 2014
'With the growing number of channels by which customers can now contact businesses, call centers must adapt their strategy and structure to leave room for coordination, collaboration, and enhance the customer experience.
Win the Customer
MARCH 3, 2014
'Customers are living, breathing, feeling individuals who need care, attention, and meaning when it comes to the experience we create for them in our customer service offerings.
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
Win the Customer
MARCH 5, 2014
'By taking into consideration all the variables such as employee skills, preferences, location, and assets needed, service businesses can increase their first time fix rates almost overnight.
Win the Customer
MARCH 17, 2014
'Information is accessible at the click of a button, and customers are loath to be placed on hold. Studies have emerged that now endorse the significance of real-time data as it affects the customer service experience.
Win the Customer
MARCH 30, 2014
'If Apple designed a phone based on cell phone users of the early 2000''s we''d all be rocking Motorola Razrs and no one would have heard of the iPhone.
Win the Customer
MARCH 26, 2014
'Successful email subject lines are eye-catching, attention-grabbing and tempting. But there are also annoying, boring, careless, lazy, desperate, or worst of all, deceiving subject lines that give all other hardworking subject lines a bad rap.
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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.
Win the Customer
MARCH 3, 2014
'Working together with a customer, means being concerned about how you’re helping the customer succeed in getting what they need. This should always take precedence over workflows and metrics.
Win the Customer
MARCH 18, 2014
'Aggressive advertisements created a digital era where users were skeptical to the point that they rejected anything that felt like an advertisement. Even companies that attempt to run honest online marketing campaigns feel the cynicism.
Win the Customer
MARCH 25, 2014
'By repetition, good customer service actions become habits and eventually natural behavior. With effective training and consistent practice, great customer experience can be part of our natural behavior in any customer interaction.
Win the Customer
MARCH 31, 2014
'The idea that everybody deserves quality is a fundamental Pixar concept. The experience creates positive emotional connections with every customer.
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
MARCH 13, 2014
'With software companies providing innovative solutions to enable smarter decision-making and more efficient resource allocation, a truly lean enterprise is within reach that leaves more time and resources to take care of customers.
Win the Customer
MARCH 29, 2014
'Getting to the point where customer service is good, or even great takes a long, long time. No matter who you are and how much experience you have, you''re going to suck at first.
Win the Customer
MARCH 3, 2014
'Apple knows who they are, understand the needs of their customers, and they have a clear vision for the customer experience they want their customers to have. They stick with their plan and execute it to perfection time and time again.
Win the Customer
MARCH 4, 2014
'In most cases, great customer service starts with a clear philosophy and a commitment to creating something exceptional. Make sure you know what makes you unique, and have a guiding idea that governs all levels of your organization.
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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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