ClearAction

MAY 27, 2013

Customer-Centricity Goes Beyond Customer Experience Management Lynn Hunsaker. Customer experience management is necessary, yet insufficient. Traditionally, organizations have managed customer experience with a mindset of how the company is doing, in order to grow revenue. Consequently, surveys tend to ask more about the company than about the buyer, and customer programs typically emphasize excitement and urgency for new purchases and positive word-of-mouth.

Customer Experience Management 77

Customer Experience Management Customer Experience Gaming Education 77

ProProfs

MAY 10, 2013

'We are conducting scheduled maintenance on May 10, 2013 from 10:00 pm to 11:00 pm EST – for 1 hour. ( Convert to your local time ) . The maintenance session is being undertaken to upgrade our internal servers and improve the grading of essay type questions. This will result in a quicker response and load time for your quizzes and courses. It will also offer you more options around open response questions such as feedback, grading etc.

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1 to 1

MAY 28, 2013

'Good customer service is difficult to come by these days, but even more elusive is fun service. Some companies like Southwest Airlines and Zappos rely on laughter to stand out from the competition. In fact, Zappos, famed for its customer service that goes the extra mile for customers, has created a company culture that instills having fun on the job.

Customer Service 55

Customer Service Customer Experience 55

Customer Service Training

MAY 19, 2013

Stage 1 - Define Customer Service The ability to meet your customers needs in the most efficient and cost effective way Stage 2 - Who are your customers?

Customer Service 40

Customer Service 40

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

ProProfs

MAY 7, 2013

'Tech Zulu, an independent technology news company, recently gave a big thumbs up to ProProfs for becoming one of the biggest online tools available in the market, in a short span of time. The Tech Zulu review charts the growth of ProProfs from being a simple online quiz software to one which allows instructors, educational institutions and business organizations to create assessments, surveys, flashcards and polls, all in one place.

Education 49

Education Technology Technology 49

ProProfs

MAY 27, 2013

'In the last quarter of 2012, we had added the Try Again button, which allowed learners to retake quizzes. Since, then we have had educators suggesting for a functionality which allowed learners to go back to a particular question or skip certain questions. Realizing the importance of Skip & Go Back feature, we have introduced these functions in all ProProfs quizzes.

Education 45

Education 45

1 to 1

MAY 7, 2013

'--> -->. ); 1to1 Media is a division of Peppers & Rogers Group, a leader in Management Consulting. Back towww.1to1media.com. Welcome to 1to1 Media — a multimedia resource for CRM and Customer Experience Professionals. Marketing Research Articles. CRM Best Practices. Customer Strategy Trends. Emerging Business Tactics. Register. Search. ); 1to1 Magazine.

Customer Experience 51

Customer Experience Social Media CRM Voice of the Customer 51

1 to 1

MAY 31, 2013

'At some point after their companies find-and-fix the low-hanging fruit that create problems for customers, customer experience leaders hit a wall. That wall is the outdated operational models upon which most companies were built. These models were conceived decades ago, based on the existing capabilities and constraints of the day, when the primary vehicle for value was tied up in the product/service itself.

Customer Experience 50

Customer Experience Customer Loyalty Sales Customer Service 50

1 to 1

MAY 14, 2013

'Technology continues to evolve each day, but unlike children, we do not document this growth with pencil marks on our doorframe. We measure technology''s lifecycle through tweets, apps, and upgrades. But, just as teenagers test their boundaries, technology frequently pushes the envelope when it comes to innovation and creativity. In Huggies'' case, the latest gimmick truly hits below the belt.

Technology 47

Technology Technology Social Media Innovation 47

1 to 1

MAY 7, 2013

'There''s a distinct difference between hearing and listening. While most companies hear what their customers are saying about the brand via social media, very few truly listen to the problems at the core of customer sentiment so they may act upon such feedback to improve experience. Social insight presents companies with an interesting and educational look into how customers interact with and perceive the brands they do business with, yet most companies remain at the starting stages of strategi

Social Media 45

Social Media CRM Education Customer Experience 45

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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

MAY 27, 2013

'There are many management styles and advice available to business leaders today, but maybe none as pertinent as lessons from Sir Terry Leahy, former CEO of Tesco and author of Management in 10 Words. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Customer Loyalty 45

Customer Loyalty Customer Service Customer Experience 45

1 to 1

MAY 9, 2013

'A chemical manufacturer with a solid customer listening program noticed an uptick in complaints about pricing. Unlike many firms, which would take the comments at face value and take action accordingly, this company first stepped back and reflected on its strategy: It sold premium chemical for advanced applications targeted at particular industries, so it surmised that the company shouldn''t see this kind of feedback.

Manufacturing 44

Manufacturing Voice of the Customer Innovation Sales 44

1 to 1

MAY 17, 2013

'At Forrester, we define customer experience as how customers perceive their interactions with your company. Over the past few years, my colleagues and I have written a lot about the perceptions piece of that definition. Here''s a quick overview: Customers'' perceptions occur on three different levels, which we collectively refer to as the customer experience pyramid.

Innovation 44

Innovation Customer Experience Customer Loyalty 44

1 to 1

MAY 24, 2013

'Forrester has just released the latest version of an annual favorite: "How Companies Improved Their CXi Scores, 2013." As we do each year, we compiled a list of brands whose scores went up five or more points in our Customer Experience Index over the past year (in this case, between 2012 and 2013). We asked CX leaders from those brands if they''d be willing to tell us what they did to drive those improvements.

Customer Experience 44

Customer Experience CX Customer Service 44

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.

AI

1 to 1

MAY 16, 2013

'Our lives have started to revolve around our mobile phones. Our phone is almost always on our side. Most of us sleep with it on our bedside table, using it instead of an alarm clock. It''s the first thing we reach out for when we wake up and we carry it with us wherever we go. In fact, how many times have you turned back after realizing you''ve forgotten your mobile phone?

Start-ups 43

Start-ups 43

1 to 1

MAY 5, 2013

'--> -->. ); 1to1 Media is a division of Peppers & Rogers Group, a leader in Management Consulting. Back towww.1to1media.com. Welcome to 1to1 Media — a multimedia resource for CRM and Customer Experience Professionals. Marketing Research Articles. CRM Best Practices. Customer Strategy Trends. Emerging Business Tactics. Register. Search. ); 1to1 Magazine.

Entertainment 42

Entertainment Sports Social Media CRM 42

1 to 1

MAY 23, 2013

'Organizations that don''t invest in personalizing the customer experience, whether online or within their brick-and-mortar stores, are going to be facing an uphill journey to keep up with their competition. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Customer Experience 42

Customer Experience 42

1 to 1

MAY 2, 2013

'--> -->. ); 1to1 Media is a division of Peppers & Rogers Group, a leader in Management Consulting. Back towww.1to1media.com. Welcome to 1to1 Media — a multimedia resource for CRM and Customer Experience Professionals. Marketing Research Articles. CRM Best Practices. Customer Strategy Trends. Emerging Business Tactics. Register. Search. ); 1to1 Magazine.

Social Media 39

Social Media Touchpoint CRM Gaming 39

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.

AI

1 to 1

MAY 19, 2013

'The key to success is often the ability to adapt to change. When it comes to showrooming, trying out products in stores and then ordering them from online competitors that charge less, some retailers are realizing the importance of not only adapting to this change, but also embracing it. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Retail 37

Retail Customer Experience 37

1 to 1

MAY 3, 2013

'--> -->. ); 1to1 Media is a division of Peppers & Rogers Group, a leader in Management Consulting. Back towww.1to1media.com. Welcome to 1to1 Media — a multimedia resource for CRM and Customer Experience Professionals. Marketing Research Articles. CRM Best Practices. Customer Strategy Trends. Emerging Business Tactics. Register. Search. ); 1to1 Magazine.

Social Media 37

Social Media CRM Healthcare Voice of the Customer 37

1 to 1

MAY 9, 2013

'An effective salesforce is compulsory for business success. Savvy organizations are investing heavily in their sales team to make sure that they close as many deals as possible. Forward-thinking business leaders are constantly looking at new technologies that will help their sales teams do a better job. Many organizations, for example, are leveraging mobile technologies and social media to improve their sales effectiveness and improve the company''s bottom line.

Technology 36

Technology Technology Sales Social Media 36

1 to 1

MAY 28, 2013

'There are dozens - perhaps even hundreds - of companies that sell marketing automation tools and services. At 1to1 Media, we''re constantly interviewing executives from marketing automation providers to discuss industry trends, the challenges being faced by their clients, along with new features and functionality being offered through their tools and services.

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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

Customer Experience

1 to 1

MAY 14, 2013

'1to1 Media''s Tom Hoffman speaks with Brian Shepherd, President of Customer Strategy and Technology Services at TeleTech, about the Big Data and analytics discussions that attendees at the Gartner Customer 360 Summit recently shared in San Diego along with strategies for tackling the key challenges faced by companies. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Technology 34

Technology Technology 34

1 to 1

MAY 30, 2013

'Employee training is a necessity for organizations to make sure that their staff members do their job well, ensure good customer service, and help towards business success. But there are also times when the right training can make a difference between life and death. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Customer Service 34

Customer Service 34

1 to 1

MAY 21, 2013

'1to1 Media''s Tom Hoffman speaks with Greg Sherry, Vice President of Marketing at Verint, about successful approaches for blending social into customer support, including effective techniques to scale for social customer care. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

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