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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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.
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.
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
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.
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.
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.
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 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.
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.
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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.
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.
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.
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.
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.
Speaker: Jay Allardyce, Deepak Vittal, and Terrence Sheflin
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.
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.
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.
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.
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.
Speaker: Miriam Connaughton and Donald Knight
As organizations scale, keeping employees connected, engaged, and productive can seem like a monumental task. But what if AI could help you do all of this and more? AI has the power to help, but the key is implementing it in a way that enhances, rather than replaces, human connection. Join us for an exploration into how industry trailblazers are using AI to transform employee experience at scale while addressing both the potential and the pitfalls.
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.
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?!
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.
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.
Speaker: Jennifer Wright and Nick Barron
2025 is right around the corner, and with it comes a new wave of consumer expectations, competitive pressures, and operational challenges. Success lies in finding the balance between operational flexibility and creating experiences that keep customers coming back. The future of retail belongs to those who can stay ahead of shifting customer preferences and marketing trends. 🔮 In this session, we’ll dive deep into what it takes to keep customers engaged and your operations nimble, no matt
CX Journey
AUGUST 29, 2014
'The famed Capitol Peak Knife Edge Today I''m pleased to present a guest post from Sarah Simon. This post marks another installment in Sarah''s series on lessons from the high country. What the mountain teaches Just minutes out of camp, Jaimee and I are huffing our way in the pitch blackness of early morning (or what non-climbers might refer to as “the middle of the night”) toward our goal: Capitol Peak (14,131 ft / 3,307 m).
CX Journey
AUGUST 5, 2014
'Image courtesy of henryfaber Is there anyone in your company who wants to use VoC/CX surveys as marketing tools rather than as customer listening tools? It''s a scary and sad thought, but the answer to that question more often than not is "Yes." I don''t know how many clients I''ve had to talk off the marketing ledge and get them to focus on the task at hand: use VoC/CX surveys to genuinely listen to your customers and, of course, act on their feedback.
CX Journey
AUGUST 1, 2014
'Image courtesy of Tom Rydquist I originally wrote today''s post for Intradiem. It appeared on their blog on April 14, 2014. Can you name one of the most powerful and most important customer experience training tools available to your organization? If you can''t, I''ll answer that question for you. The most powerful training tool, the one that''s going to help your employees deliver a great customer experience, is a customer journey map.
CX Journey
AUGUST 14, 2014
'A little less conversation and a little more action makes Elvis - and your customers - happy campers. Yup, Elvis! He''s my latest inspiration. Actually, I''ve been sitting on this one for a while, waiting for the right moment or topic to come up in order to incorporate this Elvis song into a blog post. The song? A Little Less Conversation. Specifically, the chorus goes like this: A little less conversation, a little more action, please All this aggravation ain''t satisfactionin'' me A little mo
Speaker: Aaron Jacob, VP of Accounting Solutions & Reagan Cook, GTM Lead
Are you struggling to navigate the complexities and challenges that come with crypto accounting? 🤔 This new webinar will cover everything businesses need to know to get started with crypto accounting after incorporating crypto into their business models! Industry experts Aaron Jacob and Reagan Cook of TaxBit will thoroughly explore the prevalent operational hurdles encountered by accounting teams when interacting with crypto on the books, and detail how software solutions can effectively
PeopleMetrics
AUGUST 4, 2014
'It’s that time of year again! We have the winners of the PeopleMetrics Brand Ambassador Awards. Out of thousands, here are the top three individuals, and one team, recognized by their customers for their excellence in continuously working toward delivering a consistent customer experience. The 2014 Brand Ambassadors: The RHR International Team.
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.
1 to 1
AUGUST 6, 2014
'Selling women''s shoes can be as simple as ABC--affordable, beautiful, and comfortable. Hit those three nails on the head and you''re golden. But, if you take your cues from Nine West''s new ad campaign, you may be more apt to belittle and offend your target market instead. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
1 to 1
AUGUST 5, 2014
'1to1 Media''s Tom Hoffman speaks with James Buckley, Senior Vice President and General Manager of Customer Data and Location Intelligence at Pitney Bowes Software, regarding opportunities for using location-based intelligence in retail, healthcare, and other industries. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
Speaker: Brad Pinneke, VP of Business Development at Payrix and Worldpay for Platforms
In this webinar, Brad Pinneke, Vice President of Business Development at Payrix and Worldpay for Platforms, will dive into the 7 must-have criteria for evaluating payments partners, helping you maximize both efficiency and the long-term value of your investment. From assessing technology capabilities to leveraging business development opportunities, this session will give you a clear, actionable strategy to select the right partner for scaling your business.
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