Joe Rawlinson

MARCH 24, 2014

'The role of customer service manager means keeping both customers and employees happy. Having the right educational background and skills is a good start. But learning about your team and what makes them more effective is a priority. These suggestions will get you moving in the right direction to building an award-winning customer service team that consistently keeps their customers raving positively about them.

Customer Service 153

Customer Service Customers Consulting Course 153

InMoment XI

MARCH 26, 2014

In yesterday’s blog, I discussed how Maritz Research has been studying the emotional side of customer experience over the past couple of years. I tried to highlight findings that clearly indicate it is essential for companies to understand and try to manage the emotional aspect of customer experience. Emotions are powerful drivers of customer decisions.

Study 150

Study Customers Customer Experience Management 150

GetFeedback

MARCH 7, 2014

The“triple bottom-line” is a movement for companies to succeed in financial profitability, while still giving back to the community.

Company 150

Company Financial 150

Win the Customer

MARCH 7, 2014

'When you fall in love you gladly go the extra mile for that special someone every time. Everything you do, are, and want to be is what will make that special person truly happy.

Infographics 145

Infographics Culture Customer Service Customers 145

Speaker: Becky Parisotto

Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever

Retail

PeopleMetrics

MARCH 21, 2014

'Last week we wrote about a bank that has exceptional customer service in our post “ How to Amaze Banking Customers: A Simple Story ” This week we are going to focus on a story that happened right in @PeopleMetrics Twitter feed. I had read an interesting article on Barclays Kenya ''s refocused customer experience efforts. So naturally, I pulled up Twitter and fired off a tweet at the bank, curious to know what their customer experience efforts were behind the scenes.

Social Media 115

Social Media Banking How To Effort Score 115

Joe Rawlinson

MARCH 31, 2014

'It’s the nightmare scenario no business manager wants to experience: admitting your company has been the target of a data breach. Unfortunately, it is a situation many businesses may have to deal with at some point. The Identity Fraud Report published by the strategy and research company Javeline reports that 13.1 million consumers were the subjects of identity fraud in 2013 , with data breaches pinpointed as one way criminals access private information.

Data 100

Data Management Policies Report 100

InMoment XI

MARCH 26, 2014

In yesterday’s blog, I discussed how Maritz Research has been studying the emotional side of customer experience over the past couple of years. I tried to highlight findings that clearly indicate it is essential for companies to understand and try to manage the emotional aspect of customer experience. Emotions are powerful drivers of customer decisions.

Study 150

Study Customers Customer Experience Management 150

Very Best Service

MARCH 28, 2014

'Customer experience vs customer service: a war of words? The debate rages on between supporters of customer experience and fans of customer service. The former argue that customer experience is holistic, it covers the whole range of interactions between the company and its customers, pre-sale, during the sale itself and post-sale. In their vision, they reduce customer service to processes put in place when clients need problems fixed or when they wish to notify the company of their new address.

Customer Experience 84

Customer Experience Customer Service Customers Consulting 84

Win the Customer

MARCH 1, 2014

'83% of online customers need customer service help in order to complete a purchase. Is your experience meeting customer needs?

Customer Service 141

Customer Service Infographics Customer Experience Customers 141

Speaker: Carolyn Clark and Miriam Connaughton

The future of HR is here, and it's all about collaboration, innovation, and impact. Join us for a forward-thinking session where seasoned experts Miriam and Carolyn will share insights and practical strategies to help you stay ahead of evolving HR trends. Discover how to build strong partnerships with internal teams to craft a transparent, authentic, and connected workforce experience.

Employee Experience

Service Untitled

MARCH 28, 2014

'Perhaps the most repeated complaint when having to deal with poor customer service is the need to keep calling back when something is wrong with a product. Most of us want to think problems should be resolved with the initial contact; at the very least let’s get our complaint directed to the department in charge. Too often however, it becomes a litany of bad experiences, repeated phone calls, and thus the eventual loss of brand loyalty and business.

Customer Experience 74

Customer Experience Customer Service Poor Customer Service Call Center 74

Touchpoint Dashboard

MARCH 11, 2014

'Today, customer experience is at the forefront of company strategy across industries worldwide. Customer journey mapping is universally seen as an ideal starting point to understand your business from your customer’s perspective, collect voice of the customer and other evidence, and put it all in one place.

Customer Journeys 65

Customer Journeys Touchpoint Industry Strategy 65

Doug Leather

MARCH 11, 2014

'What company doesn’t want to be customer-centric? It’s highly unlikely that any executive wakes up in the morning and makes a statement along the lines of – “Customer-Centricity is not important to us and we shouldn’t consider it!”. That said, to move beyond the lip-service that is so evident around this topic/set of capabilities requires both courage and a commitment to a transformational journey.

Customer Centricity 60

Customer Centricity Measurement Net Promoter Score Effort Score 60

InMoment XI

MARCH 26, 2014

In yesterday’s blog, I discussed how Maritz Research has been studying the emotional side of customer experience over the past couple of years. I tried to highlight findings that clearly indicate it is essential for companies to understand and try to manage the emotional aspect of customer experience. Emotions are powerful drivers of customer decisions.

Study 150

Study Customers Customer Experience Management 150

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Customer education has become a key driver for growth, retention, and product adoption. Our latest 2024 State of Customer Education Report uncovers critical data and insights from a survey of over 200 industry leaders, offering a look at the evolving role of education in driving business success. Inside, you'll find data on key trends and strategies, including: Strategies for Scaling & Customization: Find out which investments in learning technology deliver the biggest ROI and scalability.

Report

Smith+co CX

MARCH 10, 2014

'THE INTERNET OF THINGS enabling your fridge to talk to your kettle to talk to your spouse MOBILE EXPERIENCE which allows consumers to do everything on the move and may well help to solve the obesity crisis if only people can develop skinny fingers PREDICTIVE ANALYSIS means brands know what customers are going to do before they know it themselves (scary!

Customer Experience 59

Customer Experience Multi-Channel Social Media Technology 59

Win the Customer

MARCH 12, 2014

'How do you make your customers stay with you for the long haul? Through the magic of customer service. These 4 tips make sure you''re sticking to what works.

Call Center 139

Call Center Customer Service Strategies Customer Service Strategy 139

Service Untitled

MARCH 10, 2014

'With happy customers comes repeat business, referrals, and of course loyalty; all adding to a customer oriented culture that ultimately places an organization as being more popular and valuable. The customer-centric legend, Zappos, an e-retailer with a unique approach to selling shoes and a variety of other merchandise, focuses its culture on pleasing the customer at a personal service level.

Culture 68

Culture Call Center Customer Centricity Customer Satisfaction 68

Amity

MARCH 3, 2014

You’ve succeeded at putting a crack Customer Success team in place. They are showing results to your bottom line, adoption is growing and trials are converting. It’s a well-oiled machine – but is it perfect? It’s probably pretty close. But like all departments within any organization, there is always room for improvement – especially as your SaaS offering evolves and your customer base grows.

Customer Success 57

Customer Success Measurement Sales Customer Base 57

Speaker: Duke Heninger, Partner and Fractional CFO at Ampleo & Creator of CFO System

Are you ready to elevate your accounting processes for 2025? 🚀 Join us for an exclusive webinar led by Duke Heninger, a seasoned fractional CFO and CPA passionate about transforming back-office operations for finance teams. This session will cover critical best practices and process improvements tailored specifically for accounting professionals.

Data

Doug Leather

MARCH 19, 2014

'I’m guilty! I admit that I’m a customer-centric evangelist because quite frankly, how else can you build meaningful competitive advantage? Customer-centricity is all about differentiation and it’s almost impossible to sustain differentiation around product, price and distribution footprint. But you can sustain differentiation around your customer knowledge, insights and understanding.

Customer Centricity 51

Customer Centricity Competitive Advantage Leadership Customer Relationship Management 51

InMoment XI

MARCH 25, 2014

“Just ask how I’m feeling. Just ask and I may tell you…but no one does.”[1] ——- Think about the last time you dined at a restaurant. How did that experience make you feel? When the restaurant manager came to your table to welcome you back and thank you for your business, did you feel appreciated? .

Customers 150

Customers Management 150

Smith+co CX

MARCH 20, 2014

'So let’s get a little Professor Brian Cox * here. On first glance, electrons appear to behave in a predictable wave-like pattern, but quantum theory tells us that in fact the picture is much more complex. A bit like customer experience really. When we think about customer experience, we classically think about the linear or circular journey. As we are all realising however, we’re having to completely re-think this approach since the continued growth of digital and social channels means the cust

Multi-Channel 51

Multi-Channel Customer Experience Hotels Customer Journeys 51

Win the Customer

MARCH 11, 2014

'One of the most valuable assets a company owns is its employees, and ensuring their happiness can be one of the most challenging aspects facing any business.

Call Center 139

Call Center Customer Service Customers Company 139

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Voice of Customer

Service Untitled

MARCH 14, 2014

'Facebook gives organizations the opportunity to “WOW” customers with their human and approachable touch so important to building business, loyalty, and the development of a company’s brand. With over one billion active users, why not use Mark Zuckerberg’s brilliant social platform to help to build an audience, engage them in interesting conversation about one’s product or service, and then have the opportunity to convert visitors into more customers?

Customer Service 67

Customer Service Customer Satisfaction Social Media Advertising 67

Amity

MARCH 19, 2014

You’ve probably read your fair share of information online about customer success. Specifically, and especially, if you are a SaaS company – there are several articles, whitepapers, webinars and blog posts that state how critical customer success is to your survival. But few have really laid out the why, what and how…until now. Daniella Degrace, a Founder Advisor for Amity and former Vice President, Customers Success at Radian6 (Salesforce), provides the answers.

Customer Success 54

Customer Success Leadership Metrics Customer Satisfaction 54

Doug Leather

MARCH 4, 2014

'Let’s face it. There is very little new about the concept of customer-centricity. There is however, plenty of room for improvement in both strategy and execution. What creates the problem? The traditional functional and product silo design of organisations creates serious problems. In these instances it’s almost impossible to operationalise around ‘the customer.

Customer Centricity 44

Customer Centricity Strategy Competitive Advantage Customer Relationship Management 44

InMoment XI

MARCH 25, 2014

“Just ask how I’m feeling. Just ask and I may tell you…but no one does.”[1] ——- Think about the last time you dined at a restaurant. How did that experience make you feel? When the restaurant manager came to your table to welcome you back and thank you for your business, did you feel appreciated? .

Customers 150

Customers Management 150

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.

Trends

Customer Interactions

MARCH 26, 2014

'In recent years, active shooter incidents have become more frequent and widespread. Just look at some of the incidents over the last 15 years – Columbine, Newtown, Virginia Tech, the Aurora movie theater shooting, the Naval Ship Yard shooting. While nothing can fully stop people intent on doing harm, the latest technologies can certainly help with immediate awareness and response.

Video 29

Video System Communication Examples 29

Win the Customer

MARCH 2, 2014

'Organizations that "get" customer experience and are known for their excellent customer service, realize that it''s more about the people you assemble to serve than the processes you have in place.

Customer Experience 138

Customer Experience Customer Service Customers 138

Service Untitled

MARCH 24, 2014

'Amazon’s $20 increase for Prime members certainly drew a lot of derogatory hoopla this past week with social media and forums all buzzing with criticism about the 25% hike. In fact, according to Brand Key, a loyalty consulting agency, Amazon’s ratings dropped from 93% to 83% two days following the hike. “Based on immediate Prime member reactions, they may have underestimated the negative effects of the increase,” stated Brand Key.

Loyalty 58

Loyalty Loyalty Programs Rewards Programs Transportation 58