Callminer

MARCH 12, 2013

Delivered as an enterprise software solution, speech analytics extracts information from customer conversations that might otherwise be lost.

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182

ProProfs

MARCH 25, 2013

Training Magazine, a reputed professional development magazine , recently featured a case study on how eLeanringArt created comprehensive employee training programs, using ProProfs, and improved product development as well as saved significant amounts of time and money. “By implementing ProProfs Training Maker technology, eLearningArt’s quality control “pass” rates increased to 90 percent.” - Bryan Jones ( President, eLearning Art) .

Technology 68

Technology Technology 68

Customer Experience Matrix

MARCH 14, 2013

Raab Associates has been gradually relocating from New York to Pennsylvania over the past two weeks. I won’t subject you to a post like “what B2B marketers can learn from moving companies”, which is one of my least favorite ploys for repackaging old advice in a “fun” format. In fact, I only mention it to explain why I haven’t been writing with my usual frequency and why this post is relatively brief.

B2B 59

B2B Sales Technology Technology 59

1 to 1

MARCH 7, 2013

Over the past seven years, Forrester has observed the trend of companies putting in place a senior executive responsible for leading customer experience efforts across a business unit or an entire company. Whether firms call them a chief customer officer (CCO) or give them some other label, they are sitting at the highest levels of their companies and exist in both B2C and B2B companies as diverse as GM, UnitedHealth, Fidelity, Level 3 Communications, and Eli Lilly.

B2C 52

B2C B2B Customer Experience Customer Service 52

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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.

Contact Center

ProProfs

MARCH 18, 2013

Killer Startups, a user driven startups community, recently interviewed ProProfs CEO and founder Sameer Bhatia, who told the story behind ProProfs and how it went from a low-cost quiz making tool to a multinational startup providing comprehensive online tools such as LMS software , online survey software and training software , which help instructors and educators create advanced online training and educational programs.

Customer Acquisition 58

Customer Acquisition Education 58

ProProfs

MARCH 21, 2013

Though a Flash-based quiz creator allows you to upload attractive images, videos and media to your quizzes making them more interactive, however, the disadvantages of using Flash technology far outweigh its advantages. This is the very reason why we avoid Flash with our quiz creator and through our superior video encoding technology convert Flash-based videos to HTML5, ensuring that all the multimedia included in your quizzes run across multiple platforms and mobile devices.

Engineering 58

Engineering Gaming Technology Technology 58

1 to 1

MARCH 21, 2013

The customer experience doesn't end with a transaction. Instead, that's just the beginning and customers expect organizations to continue delivering an outstanding experience even after they have made a purchase. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Customer Service 51

Customer Service Customer Expectations Customer Experience 51

1 to 1

MARCH 26, 2013

Perhaps I'm addicted to the chips and salsa. Or maybe it's the friendly service. Either way, Chili's Grill & Bar never fails to satisfy (in my opinion). But, for one young Utah girl and her family, Chili's went above and beyond to make sure their needs were met with the utmost compassion. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Customer Service 50

Customer Service Customer Experience 50

ProProfs

MARCH 29, 2013

We are proud to announce the launch of ProProfs LMS Resources , where instructors and educators can learn about online learning management systems (LMS). With the rise of specialized elearning tools such as LMS systems, it has become easier for instructors to create; and learners to access, online education and training programs. However, not everyone has the technical expertise to manage and administers these new learning tools.

Education 49

Education Technology Technology 49

1 to 1

MARCH 28, 2013

It disappoints me when customer experience professionals at B2B companies won't even consider CX practices from business-to-consumer companies. Sure, B2B firms can learn a lot from other B2B firms: Cisco has an amazing voice of the customer program, Boeing does great work conducting field studies of their customers, and Adobe has a notable CX governance practice.

B2C 48

B2C B2B CX Government 48

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

1 to 1

MARCH 14, 2013

Forward-thinking business leaders recognize the value of their loyal customers and are striving to find new ways to reward their most loyal customers. Savvy organizations are using their loyalty programs to differentiate themselves from the competition. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Customer Loyalty 46

Customer Loyalty 46

1 to 1

MARCH 12, 2013

In so many respects, the odds are stacked against a big box electronics retailer like Best Buy. Armed with the equivalent of a computer in their hands, today's mobile shoppers are able to compare product prices while shopping in brick-and-mortar stores with online retailers such as Amazon and then purchase online. A recent study by Empathica reveals that 55 percent of smartphone owners use their mobile devices to check prices while shopping in-store.

Retail 46

Retail Sales Customer Experience 46

1 to 1

MARCH 7, 2013

Customers have become accustomed to receiving great service from the companies they do business with. Brands like Amazon and Zappos have spoilt us into expecting great service from every other organization we do business with. This means that bad service is no longer tolerated, and if we don't have any other choice, we let everyone know that we don't like doing business with a particular company.

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46

ProProfs

MARCH 5, 2013

With ProProfs, assigning points to your quizzes is easy and simple. You can either assign total points to your quiz – wherein your learners are graded based on their overall performance in a quiz or you can assign points to each question in a quiz – this makes your quiz scoring more rigorous. When you are assigning points to each question you can also use advanced grading features such as negative marking , partial grading and assigning points based on topics to your quiz.

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45

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

MARCH 11, 2013

In our ultra-connected world, in which your 3-year-old is adept at using an iPad and your mother now texts you photos of her cats, marketers are in constant pursuit of the Holy Grail that will help to leverage this digital explosion. With more devices and more audiences comes added pressure. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Customer Experience 43

Customer Experience 43

1 to 1

MARCH 26, 2013

The amount of data that's being generated today is simply staggering. Thanks to the explosion in machine-to-machine (M2M) data, social, customer, and other data types, the amount of digital information created annually is expected to grow by a factor of 44 between 2009 and 2020, according to EMC. For business leaders that are struggling with how to get started with using Big Data, the $64,000 question is often "Which data should I be using?

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1 to 1

MARCH 28, 2013

There is no doubt that mobile has become a major part of our lives. As I mentioned in an article earlier this week, the fear of being without a mobile phone is such a reality that our friends across the Atlantic have coined the word nomophobia--a phobia of being without a mobile phone. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

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1 to 1

MARCH 19, 2013

Just one week ago, as white smoke billowed from the Sistine Chapel, millions of people took to Twitter to express their joy and excitement over the election of Pope Francis. With nearly 130,000 tweets per minute, citizens across the globe welcomed the new pope, the first elected since the advent of the smartphone, the tablet, and Twitter. But it wasn't until the smoke cleared that we could finally see technology's impact on our lives in just eight short years.

Technology 38

Technology Technology Social Media Customer Experience 38

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

1 to 1

MARCH 19, 2013

I find it bewildering whenever I interact with a company and, seemingly, the left hand of the organization doesn't seem to know what the right hand is doing. Have you ever encountered this? Let me share a recent interaction I had with my bank to illustrate this. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

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1 to 1

MARCH 25, 2013

A well-aligned strategy serves as the building blocks of a company's products and services, and eventual growth. But that doesn't just mean that a company's marketing messaging or customer service must be consistent across channels; it also means that an organization's marketing must align to the actual products and service it delivers. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Customer Service 37

Customer Service Customer Experience 37

1 to 1

MARCH 15, 2013

There's no question that executive support can make or break a voice of the customer program. With an executive (or several) on board, VoC teams can get the funding and tools that they need to succeed. And VoC leaders from Forrester's 2012 Voice of the Customer Awards almost unanimously gave others the advice to build executive support. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

VOC 37

VOC Voice of the Customer Customer Loyalty Customer Service 37

1 to 1

MARCH 18, 2013

"Truly elegant design incorporates top-notch functionality into a simple, uncluttered form." -David Lewis I consider myself a design devotee. Not of high-end fashion, but the kind that lends itself to functional and seamless customer experiences. So much so that I'm not only in constant pursuit of flawless customer experiences, but I also take note of imperfect ones that stick out like a sore thumb.

Customer Experience 34

Customer Experience Customer Service 34

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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.

VOC

1 to 1

MARCH 12, 2013

Though the Better Business Bureau may "start with trust" at its core, for the council's Southern California chapter, the journey ended in expulsion. Built upon honesty, the BBB works to protect every consumer's best interests by making sure companies across industries uphold the highest standards and keep true to their promise. But when an ABC News investigation uncovered this hidden "pay to play" culture, the BBB determined that this chapter did not maintain the very standards this organization

Customer Loyalty 32

Customer Loyalty Customer Experience 32