Callminer

APRIL 17, 2014

Failing to protect customer privacy can result in serious fines and reputation issues. Here are 5 keys to PCI compliance in the call center.

Compliance 207

Compliance 207

Win the Customer

APRIL 14, 2014

'Bad service happens because there’s an inherent disconnect between the expectations of the customer and the demands of the call center.

Customer Service 143

Customer Service 143

PeopleMetrics

APRIL 2, 2014

'I recently sent out a pitch on HARO (Help A Reporter Out). If you haven’t gotten on the HARO bandwagon, you’re missing out. It is a fantastic network of news sources with journalists and expert opinions. And everyone’s technically an expert in something. So pro-tip: you sign up, you benefit. Last week I wrote on a bad customer service example in social media, " How To Disappoint Customers on Social Media: A Cautionary Twitter Tale " and was interested in exploring what custome

Customer Service 118

Customer Service Social Media Start-ups Customer Experience 118

Customer Experience Matrix

APRIL 15, 2014

'As you may know, I’m working with Scott Brinker of Chief Martech blog fame and Third Door Media on the MarTech marketing technology conference set for August 19-20 in Boston.* When Scott asked for content suggestions during the early stages of the conference planning, my reaction was that one thing everyone needs is a framework for relating marketing technology investments to larger business strategy.

Technology 108

Technology Technology Scorecard Retail 108

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Contact Center

ProProfs

APRIL 23, 2014

'Name: Dr. Fayez Al Farhan . Job Title: Founder & President of MBDLE. Website: www.mbdle.com . Location: Saudi Arabia .

Education 88

Education Technology Technology Customer Experience 88

1 to 1

APRIL 16, 2014

'From Facebook and Twitter, to Instagram and Pinterest, social media continues to prove it''s not just some trend, but also an emerging platform for individuals and brands to connect and converse. But, as social media expands into an enterprisewide initiative, more companies beginning to consider to pros and cons of bringing their CEO into the mix. While many feel this step would bring an added human element to their business, others worry that exposing their CEO to public scrutiny may backfire.

Social Media 55

Social Media 55

Win the Customer

APRIL 21, 2014

'We all have weaknesses we''re trying to fix. But is a slight improvement in an area of weakness making the greatest impact to your service experience?

Customer Service 139

Customer Service 139

PeopleMetrics

APRIL 8, 2014

'In order to deliver a good customer experience, a company must first be customer-centric. Last week I wrote on the nuances of customer service and customer-centricity in “ Why Great Customer Service Isn’t Enough to Be Customer-Centric ” For those who are not reading my every post with rapt attention, I used the HARO (Help A Reporter Out) service to put out an APB for customer-centric companies to learn from.

VOC 114

VOC Voice of the Customer Customer Service Customer Experience 114

Customer Experience Matrix

APRIL 4, 2014

'I had an interesting briefing a few weeks ago from Bottlenose , which sells what it calls a real-time “trend intelligence” system. The general idea is almost boringly straightforward: monitor events as they occur and pick out new and interesting information. But the technology to make this happen is mind-bogglingly complex, since it includes real-time ingestion of diverse data types, several levels of natural language processing, and sophisticated trend detection.

Social Media 107

Social Media Social Listening Engineering Technology 107

Customer Service Training

APRIL 10, 2014

Customer Service Week; Celebrate the purpose of the work that you do helping customers

Customer Service 52

Customer Service 52

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

APRIL 21, 2014

'April is Customer Loyalty Month, a great time for companies to take inventory of the best practices, processes, and metrics around how they''re engaging with customers across the enterprise in an effort to boost their loyalty. Here are five action items to help increase your company''s customer loyalty in 2014. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Customer Loyalty 54

Customer Loyalty Customer Service Customer Experience 54

Callminer

APRIL 10, 2014

Investing in speech analytics software is a big decision. Check out these 6 questions to help you find a solution to suit your needs.

182

182

Win the Customer

APRIL 7, 2014

'You don''t need notoriety. With persistence, teamwork, efficiency, effectiveness and individual responsibility have proven time and again to accomplish unfathomable tasks.

Customer Experience 136

Customer Experience Customer Service 136

PeopleMetrics

APRIL 23, 2014

'Customer trust is a topic that we are seeing in more and more of our clients’ customer feedback data. We have learned that customers define trust in two ways: The firm conviction in the reliability of an organization’s services and. The belief that they have your best interests in mind. If we get trust right there are great benefits to be realized including undying loyalty to the brand and positive word-of-mouth.

Entertainment 48

Entertainment Social Media Start-ups Voice of the Customer 48

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

Customer Experience Matrix

APRIL 9, 2014

'Vocus announced on Monday that they were being acquired by private equity firm GTCR for $446.5 million in cash, a premium of 48% over their stock market price. It’s still a modest multiple of 2.4 x revenue, compared with the 6 to 7 x multiples paid for ExactTarget and Responsys by Salesforce.com and Oracle and the 14 x that Marketo commands in the stock market.

Social Media 88

Social Media 88

Callminer

APRIL 2, 2014

For performance marketers, the contact center plays a crucial role. Here are 3 ways speech analytics can improve agent performance in sales-based call centers.

Sales 182

Sales Contact Center 182

Win the Customer

APRIL 1, 2014

'Why do customers still hold on to the need to for a human-to-human interaction, even when the information available with technology is much more abundant and accurate than relying solely upon a human being?

Technology 130

Technology Technology Customer Service Customer Experience 130

Win the Customer

APRIL 3, 2014

'Some organizations thrive, and it’s usually because of high performing sales and service teams being closely aligned around a clear customer experience.

Sales 124

Sales Customer Experience 124

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

Win the Customer

APRIL 10, 2014

'Focus on working smarter, not harder. Three tips can help you streamline your business and work cost effectively without cutting corners that impact your customers.

123

123

Customer Experience Matrix

APRIL 24, 2014

'Seth Godin gives speaks at so many conferences that I’m beginning to suspect there are several Seth Godin impersonators sharing the load. Be that as it may, Godin or someone looking like him gave a keynote at the InfusionSoft ICON conference this week, and he observed you only see videos of bicycle crashes on YouTube, not videos of people riding along smoothly.

Technology 79

Technology Technology 79

Customer Experience Matrix

APRIL 10, 2014

'Marketo wrapped up its three day Marketing Nation conference yesterday, having once more displayed its own marketing prowess by attracting national media attention (see here and here ) with an appearance by Hillary Clinton. Still, the real focus was on Marketo’s own announcements, which included several product changes and a new positioning. (I wasn’t at the conference but Marketo briefed me on their plans.

Engineering 78

Engineering Start-ups Sales CRM 78

1 to 1

APRIL 30, 2014

'Content may be "king" to some, and "queen" to others, but as this emerging marketing strategy continues to occupy the minds of professionals across industries, one may soon argue that content represents the entire royal family. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

52

52

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VOC

1 to 1

APRIL 18, 2014

'When I ask government employees why improving customer experience (CX) is so important, I often hear a version of the same answer: "It''s the right thing to do." But I''m not about to take an easy answer like that at face value, so I dig deeper. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Customer Experience 51

Customer Experience Government Customer Loyalty CX 51

1 to 1

APRIL 8, 2014

'Think about the companies that you like best. What sets them apart? Do they make it easy for you to transact with them? I recently had a set of highly aggravating experiences with a bank that I use that left me shaking my head at the lack of thought that was put into its customer experience processes for enrolling in an electronic payment system. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Customer Experience 51

Customer Experience 51

1 to 1

APRIL 29, 2014

'If you stop and think about it for a moment, we''re witnessing some dramatic changes as to how customer service is being delivered. For starters, today''s omnichannel customers are prompting companies to provide support across any and all of the touchpoints they use. Who would have expected even a few years ago that roughly one-third of enterprise companies would have dedicated handles for Twitter support?

Contact Center 51

Contact Center Customer Service Omnichannel Touchpoint 51

1 to 1

APRIL 13, 2014

'Digital and social trends are the key factors driving the evolution of retail marketing today. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Social Listening 50

Social Listening Social Media Retail Customer Service 50

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.

AI

1 to 1

APRIL 11, 2014

'Far too long ago to mention, I listened attentively as my marketing professor elucidated the Four P''s of marketing. It was a different world then; smartphones and tablets weren''t en vogue, virtual events and Spreecasts didn''t exist, and Facebook and Twitter were rarely used for business. Magazines and newspapers flourished and face-to-face events reigned.

Social Media 50

Social Media Sales Customer Experience 50

1 to 1

APRIL 15, 2014

'There''s a ton of information that customers share with companies that can - and should be - used to develop more personalized, relevant, and contextual engagement with customers at the right time and in the right channel. Drawing on a full range of customer data has become a business imperative for marketers, particularly as customized content and messaging is needed to engage today''s finicky, highly mobile customer.

49

49

1 to 1

APRIL 28, 2014

'The best kind of experience a customer can have is one in which a company can meet her need or solve her problem completely effortlessly, without having to jump through hoops or overcome obstacles. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Customer Service 49

Customer Service Customer Loyalty Customer Experience 49

1 to 1

APRIL 4, 2014

'In my recent report for Forrester, "How To Build A Customer-Centric Culture," I describe how customer experience professionals use three tools to embed customer focus in their organizations: There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Customer Experience 48

Customer Experience 48

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Customer Service