Win the Customer
AUGUST 5, 2014
'What benefit do your customers have to use your services? Find ways to help your customers make sound buying decisions to make your job easier while improving their own well-being.
PeopleMetrics
AUGUST 25, 2014
'In an effort to discover the experts within our clients’ companies that truly understand customer experience, we used customer feedback to identify those individuals who consistently deliver an exceptional customer experience. In 2011, we launched our first annual Brand Ambassador Awards to recognize these outstanding individuals. After discovering who the best of the best are, we picked their brains to discover why they are the best of the best.
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Customer Experience Matrix
AUGUST 28, 2014
'I mentioned 6Sense briefly in a recent post about vendors who help companies find prospects on the Web. Since then, I’ve had a more detailed briefing, which clarified that their scope extends well beyond prospect lists to predictive models applied across all stages of the purchase cycle. We also clarified that users can extract company-level profiles including attributes (industry, revenue, etc.) and key activities (Web site visits, topics researched) and scores at both company and individual l
Heart of the Customer
AUGUST 28, 2014
'There has been a lot to press about the General Motors failed ignition switch. There are many lessons to be learned about quality and manufacturing. But the most important lesson is about culture. Culture is your most powerful tool to create change. Exploiting your culture can drive significant improvements quickly. But culture can also stymy the best-laid plans.
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ProProfs
AUGUST 22, 2014
'With 75% of workforce already mobile, today mobile learning is the norm rather than an exception. Whether it’s about training a geographically dispersed workforce or introducing blended learning in your classroom, you want your learners to be able to access your courses from their smartphones and tablets. With ProProfs Training Maker any course you create or have created in the past will look great on all devices be it on iPhones, Android, iPad and laptops.
Dennis Snow
AUGUST 12, 2014
In this video I share the elements that differentiate caring customer service from indifferent customer service. If you received this blog post via email, you may need to click here to view the video.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
PeopleMetrics
AUGUST 1, 2014
'At PeopleMetrics we’re all about gathering customer feedback. But we aren’t just helping companies to listen to their customers – we advise them to close the loop too (that is, follow-up on the feedback – get in touch – help solve a problem if need be.). Following up with a customer or prospect who took the time to reach out to you is key to building trust and solidifying your relationship with them.
Customer Experience Matrix
AUGUST 5, 2014
'I finished the latest release of the B2B Marketing Automation Vendor Selection Tool (VEST) yesterday, which is always a great relief. But the elation lasted about two minutes, since I then had to write a press release announcing it. The challenge with that is you need a “news hook”, meaning something that gives reporters a reason to write about your story.
Heart of the Customer
AUGUST 7, 2014
'There’s no question about it – we live in a digital world. Checking our Facebook statuses, watching our videos, sending texts, our instincts are becoming digital. Given that, it’s no surprise that many efforts at teaching about customers are also digital. Citrix created a digital customer room. YouTube channels are another common approach, as are intranets.
CX Journey
AUGUST 7, 2014
'Have you ever wondered why the customer experience is a journey, not a destination? The best journeys answer questions that, in the beginning, you didn''t even think to ask. -Jeff Johnson I often get asked why I named this blog CX Journey and why I consider the customer experience a journey and not a destination. Most recently, in a chat with Customer Service Guru , I was asked: You place a lot of emphasis on the idea that customer experience is a journey and not a destination.
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.
Dennis Snow
AUGUST 28, 2014
In this video I showcase the world-famous Pike’s Place Fish Market as an example of taking a routine task (selling fish) and turning it into an experience that delights customers.
ProProfs
AUGUST 10, 2014
'The growth of international business increases the need to have a knowledge base which teams across the globe can access in the language they speak. It is quickly becoming more important for businesses to fulfill this need so employees spread across across geographical regions can get access to crucial data. Whats more is that even businesses with a multilingual customer base need a knowledgebase that speaks several languages.
PeopleMetrics
AUGUST 18, 2014
'In an effort to discover the experts within our clients’ companies that truly understand customer experience, we used customer feedback to identify those individuals who consistently deliver an exceptional customer experience. In 2011, we launched our first annual Brand Ambassador Awards to recognize these outstanding individuals. After discovering who the best of the best are, we picked their brains to discover why they are the best of the best.
Customer Experience Matrix
AUGUST 26, 2014
'HubSpot filed its much-anticipated S-1 for a public stock offering yesterday. Since the company has been admirably transparent all along about its finances, there were no big surprises: they lose considerable money, as expected, but their expenses seem about in line. A comparison with the S-1 figures of Eloqua and Marketo, plus Marketo’s most recent six months, shows: - loss equal to 35% of revenue, compared with 11% for Eloqua (which was run very conservatively) and 55% for Marketo (which was
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
AUGUST 25, 2014
'Unless you''ve been living in a dark hole for the past month, you''ve heard of the "The Ice Bucket Challenge" and are likely one of the millions of people who''ve uploaded an ice bucket video to social media. The challenge, which involves dumping a bucket of icey water over one''s head in an effort to raise awareness for the ALS Association, has morphed into a pop culture phenomenon of the summer, particularly in the United States.
CX Journey
AUGUST 26, 2014
'Image courtesy of B Gilmour How well are your change management efforts going? I recently came across Dr. Kotter''s 8-Step Process for Leading Change. The steps come from his 1996 book, Leading Change , which outlines the eight critical success factors for change management. As you can imagine, this process was intriguing to me, since it applies quite nicely to the challenges we face as we struggle to implement changes to/for the customer experience within our organizations.
InteractionMetrics
AUGUST 26, 2014
Last week at 8 PM, one of the top 4 car rental agencies called to survey me about my most recent experience renting from them. Since I was in a good mood—and I had a question for the company—I said ok. Unfortunately, it was a waste of time, for me and them. We’ve written about survey biases , sampling errors , tired wording , and employee gaming , before.
ProProfs
AUGUST 19, 2014
'Today, mobile technology has been adopted on an unrivalled scale. With an ever increasingly large audience performing business, social and consumer transactions over the phone, you can no longer assume that your surveys will be responded to via laptops or desktop computers. Keeping this in mind, we at ProProfs decided to offer all our customers the gift of speed and ease of use.
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
PeopleMetrics
AUGUST 11, 2014
'In an effort to discover the experts within our clients’ companies that truly understand customer experience, we used customer feedback to identify those individuals who consistently deliver an exceptional customer experience. In 2011, we launched our first annual Brand Ambassador Awards to recognize these outstanding individuals. After discovering who the best of the best are, we picked their brains to discover why they are the best of the best.
Customer Experience Matrix
AUGUST 14, 2014
'Few people would suggest you learn salesmanship from the play Glengarry Glen Ross ,* but its central message rings true: good leads are the lifeblood of a sales organization.** That’s why scanning the Internet to find new prospects is such an exciting opportunity. At least a dozen firms are now following that path. These firms scan company Web sites, social media, news sites, directories, and other sources to identify companies, extract attributes like revenue, growth rates, and technologies us
1 to 1
AUGUST 6, 2014
'Focusing on customer centricity could be the glue that finally brings chief marketing officers (CMOs) and chief information officers (CIOs) together, according to recent studies. Marketing and IT functions are often on opposing sides in a company, with CIOs struggling to meet the demands of CMOs who are looking for quick access to information. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
CX Journey
AUGUST 12, 2014
'Image courtesy of LoBue Citrus Are you setting expectations - and delivering on them? I recently ate an interesting orange that inspired me to write this post. Yes, the image to the left is of an orange, a pink orange ! (Not a pink grapefruit, which we''ve all heard of.) Ever heard of such a thing? I hadn''t. Until I went into the grocery store the other day and saw it in the produce department.
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Heart of the Customer
AUGUST 22, 2014
'Like you, Robin Williams’ death last week was a real shock. He had a true gift to make others laugh and feel better. A true irony. I even met him once, in a software shop in San Francisco. Thinking back to his career, he reminds me of parallels between comedy and customer experience. Let’s look at some of the ways that these two arts/sciences are similar.
ProProfs
AUGUST 24, 2014
'With ProProfs, you can supplement learning with downloadable handouts and worksheets. At times, learners might find it difficult to grasp certain topics in your course. You can help them overcome this knowledge gap using downloadable handouts, at the end of a page or chapter, which quickly explains the key concepts that your course deals with. Similarly, you can attach worksheets which learners can download and study offline.
PeopleMetrics
AUGUST 14, 2014
'Social media. Like most people in business, you probably fall in one of these camps: absolute adoration or total apathy. But, one day, a customer service disaster could explode and go viral. Why me? Why my company? This one customer service call is going to ruin my brand! I’ve worked so hard to build it the right way, and why, oh, why did this one employee do that one thing?!
Customer Experience Matrix
AUGUST 6, 2014
'There’s a reason I’m not a professional copy writer, which is that I’m bad at it. But, as with the press release I described about yesterday, each new edition of the VEST report also requires me to write a promotional email for my house list. My solution today was: Dear [First Name], A friend of mine who is building one of those "wisdom of the crowd" software review sites tells me her research shows that what buyers want most is "apples to apples" comparisons of product features.
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
AUGUST 11, 2014
'For a growing number of companies, the effective use of customer data is like winning the lottery. Through proper collection and analysis of Big Data, as well as workable action plans, organizations can literally transform their businesses. Companies like Tesco and AT&T, for instance, have revolutionized their customer experiences by putting data at the center of their business strategies.
CX Journey
AUGUST 22, 2014
'Image courtesy of Ian Muttoo I originally wrote this post as a two - part series for InsideCXM in February 2014. A couple months ago, I wrote a post called The 15 Senses of a Great Customer Experience. The last of the 15 senses that I wrote about was the sixth sense : It doesn''t hurt to be able to perceive those things that are not seen or immediately apparent.
Customer Experience Matrix
AUGUST 21, 2014
'I got home late last night from the inaugural two-day MarTech conference in Boston, which was simply terrific. Conference chair Scott Brinker assembled an all-star cast of presenters and, more important, a finely balanced mix of topics from industry trends to practical issues of planning, hiring, organization, and technology choices. (I guess I should note that I also presented and contributed a few thoughts on the agenda, but credit for the success goes elsewhere.
CX Journey
AUGUST 19, 2014
'Image courtesy of infinity and beyond How can a story about a few monkeys challenge the way we think about how and why policies, processes, and cultures are created? When a colleague asks you why you do things a certain way, do you find yourself responding, " I don''t know. We''ve always done it that way ?" Many years ago, I worked for a couple companies where that was the stock answer, and it was so frustrating.
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