INDUSTRY INSIGHTS YOUR PEERS ARE READING
Join us at our webinar at 11am EDT on July 23 rd , 2015, “ Ricoh Case Study: How We Moved Our Loyalty Score by 34 Points in 30 months ” to learn from CEO Glenn Laverty how their focus on a customer-centric approach improved their Net Promoter Score by 34-points and grew their business 115%. MORE
Winners of the 2015 Award are: Jen Beier of 1st National Bank. PeopleMetrics is pleased to announce its 2015 award winners and congratulates the companies that employ them. PeopleMetrics is proud to recognize its fifth-annual Brand Ambassador Award Winners. MORE
“Emotions are contagious. We’ve all known it experientially. You know after you have a really fun coffee with a friend, you feel good. When you have a rude clerk in a store, you walk away feeling bad.”. Daniel Goleman, Author of Emotional Intelligence: Why it Can Matter More Than IQ. MORE
With an informative video from Forrester on assessing the current state of your CX, and a great piece from Gartner with 5 top tips to improve your CX innovation, this week’s CMO Perspectives will not disappoint when it comes to thought leadership in the customer service industry. Enjoy MORE
It doesn't matter what we share in this week’s CMO Perspectives or what we write in this intro blurb because OMG the first article talks about the rumours that Twitter is planning to release a new product that does away with the 140 character limit, be still our Tweeting hearts. What is interesting is the debate already surfacing about the impact this will have on customer service. We share some pieces from adweek.com, Socialmediatoday.com, WSJ.com and Forbes.com talking about this rumour. MORE
It is rare that we highlight two posts from the same source in the same CMO Perspectives blog post. But this week marketingprofs.com has delighted us with two excellent pieces on marketing and customer experience. Well worth the read. Enjoy MORE
We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us. Customer Service Blog customer-service-training national customer service week MORE
165 In this week’s CMO Perspectives, we feature Tony Zambito [customerthink.com] talking about three new perspectives to consider for customer journey mapping. While Tony Bodoh [Linkedin.com/pulse] dares you to try and wait until 2020 for your CX to become your key differentiator, saying, “Don’t wait the future is here.” Enjoy MORE
Because 2015 is the year of the customer. In fact, in 2015, your company’s success will literally be dependent on how well you can meet your customers’ needs. In 2015, consumers are busy, well informed and tech-savvy. Now that’s service in 2015! MORE
Omar Akhtar guest blogs on Brian Solis’s blog about unifying your sales, marketing and service departments around the customer experience. Exactly! Add to that these brilliant pieces including; Dr Natalie Petouhoff’s [constellationr.com] “7 Ways for CMOs to Thrive When Leading CX”, Simon Yates [Gartner.com] on the Gartner 2015-2016 CMO Survey and Joe Ruiz [maximizesocialbusiness.com] talking about social capital fuelling CX marketing, and you have this week’s CMO Perspectives. Enjoy MORE
Jacada is exhibiting at SpeechTEK 2015 , August 17 – 19, 2015 at the Marriott Marquis at NYC. Find us at booth # 620 where we’ll be demonstrating our Visual IVR technology and discussing: Jacada Blog MORE
57 
The 2015 results appear to go a step further. The opening paragraph of the 2015 analysis written by Tim Knight and David Conway states: It is a universal truth, increasingly understood, that a brand is not what a company says it is, but what its customers feel it is. MORE
Is your customer-centric team actively working on providing better customer service in 2015 ? Below are the top six customer service trends for 2015 according to Forrester : 1. In 2015, leverage tools that will automate some or all of your support process and come out on top! MORE
In this series, professionals share their secrets to being more productive. Read the posts here , then write your own (use #ProductivityHacks in the body). Consistent productivity doesn’t happen by chance. Productive people have a secret to their productivity: Eliminate distractions. MORE
Customer expectations for the holiday season 2015. 2003 - 2015 Provide Support LLC. Published in Provide Support Blog , 2015. Holiday revenue can account for 20-40% of a retailer’s annual sales, according to NRF. MORE
So why is 2015 any different? Because failing to provide customer-centric support could literally sink your business in 2015. Now allow me to keep it with some helpful tips on how you and your team can provide better customer support in 2015: Tip #1 Know everything about your customers. MORE
The post Philosophies to Improve Your Customer Experience in 2015 appeared first on Beyond Philosophy. There are many philosophies out there. The thing about philosophy is that it doesn’t always have much real-world application behind it. MORE
On Friday 25th September 2015, hundreds of passionate Professionals who excel in demonstrating the power of Customer Experience, convened in London for the UK Customer Experience Awards. The 2015 UK Customer Experience Awards was a HUGE event. MORE
Reserve your spot at this informative webinar presented Thursday, June 17th, 2015. Many of us would like to know the secret to lasting happiness. Everyone has ideas of course, and not a few of them involve material items. But science might prove that it doesn’t. MORE
I love watching what people, and Customers do. We human’s think we are so clever and sophisticated and yet much of what we do is totally irrational. MORE
If you had the choice of doing something the easy way or the hard way, and you didn’t have to do anything morally, ethically, or legally wrong to do it the easy way, which would you choose? My guess is the majority of you would say take the easy way. I certainly would. MORE
Philosophies to Improve Your Customer Experience in 2015. In this series, professionals share the words of wisdom that made all the difference in their lives. Follow the stories here and write your own (please include the hashtag #BestAdvice in the body of your post). MORE
Big Data is everywhere. It’s hard to open any kind of media these days without seeing at least one article on it. But how to use it effectively to further your marketing and customer experience goals is the biggest challenge MORE
“ You can win more friends with your ears than with your mouth. People who feel like they’re being listened to feel accepted and appreciated. They feel like they’re being taken seriously and what they say really matters.”. Harvey Mackay, Sales Expert, Author and Columnist. MORE
The post The 2015 ForeSee Experience Index (FXI): Retail Edition is Here! We’re thrilled to share with you all the delectable customer experience insights we uncovered in the eleventh annual ForeSee Experience Index (FXI) , our study that focuses on holiday retail. MORE
As we wind up 2015, everyone is talking about what the future holds. We may just have to subtitle this week’s CMO Perspectives as the week of 2016 predictions and analysts. With great insights from the top analysts in the industry, such as McKinsey, Simon Yates from Gartner, and Michelle Moorehead from Forrester all weighing in, we hope we have shared enough to help you as you start planning your 2016 budgets and strategies. Enjoy MORE
According to the 2015 U.K. New research reveals that 98% of U.S. Consumers say Customer Service is important to them when choosing a brand and forming loyalty with it. This situation is not just unique to the U.S. In the U.K., MORE
Looking back, here are 8 things that I will take away: The post Voice of Customer Lessons Learned at the 2015 Answers Summit appeared first on ForeSee. ForeSee helps people focus on the customer experience. It allows you to understand what your prospects and customers think about your website. MORE
Most Customer Experiences are accidents—and unfortunately, they are not always happy ones. Unless a company designs a deliberate experience that puts the Customer first and considers the Customer’s perspective, the message you send to the subconscious is rarely what you intend. MORE
Happy New Year, and welcome to the first Customers That Stick TM blog post of 2015! You will find even more helpful resources posted as 2015 progresses. One thing that will help fill the void left by the retirement of The Monthly Mash is a lot more video content for 2015. MORE
The post NRF 2015: Before Deciding Where to Invest, Determine What Your Customers Want appeared first on ForeSee. The biggest retail event of the year--the National Retail Federation’s (NRF) “Big Show”--is fast approaching. MORE
Joining 200 others, I spent Moments of Truth Day 2015 (part of NCSW ) here, thanks to Rant & Rave. Image courtesy of Routemaster 4 Hire Today I'm pleased to share a guest post by Paul Laughlin. Legoland, home to the legendary construction toy, never struck me as a conference venue. MORE
We’re one month into 2015, and it’s already apparent that Customer Experience is on everyone’s agenda - or at least on those of the 95% of retailers surveyed by Boston Retail Partners ,who identified customer experience as a top-three priority in the new year. MORE
It’s an interesting question to ask in a CMO Perspectives blog, whether the role of Chief Customer Officer (CCO) is a threat to CMOs worldwide? You will have to read the interesting piece by Nadia Cameron [CMO.com.au] to see her take on this issue. This week we also look at a summary of some research about customer failures and if there is a way to win back your customers after major CX mistakes and we invite you to share your tried and tested methods for restoring good customer relations. Enjo MORE
More than 1,500 attendees, consisting of customers, industry leaders and experts, gathered on June 2nd for the kick-off Interactions 2015, the largest customer event of the year MORE
We hope to see you in Vegas this week for the 16th Annual Call Center Conference & Expo. We will be roaming the Mirage Hotel expo floor and attending as many panels and keynotes as possible. MORE
Music has a unique effect on our brain, especially concerning memory. Apple brilliantly capitalizes on all of them in its holiday ad. When it comes to branding there might be no better way than using music to help a Customer remember your brand promise. MORE
The post 7 Signs of Decline for the CX Movement in 2015 appeared first on Beyond Philosophy. Customer Experience continued to be a dominant business issue throughout the world in 2014. We get many inquiries for our services globally. MORE
The post Top 5 Provocative Posts from 2015 appeared first on UP Your Service. Enjoy this selection of “Top 5″ thought provoking posts. Read, reflect, write a comment, and share these ideas with others. Happy New Year everyone! MORE
The post Top 5 Provocative Posts from 2015 appeared first on UP Your Service. Enjoy this selection of “Top 5″ thought provoking posts. Read, reflect, write a comment, and share these ideas with others. Happy New Year everyone! MORE
2015 Related Topics 
Beyond Philosophy
JANUARY 12, 2015
The post Philosophies to Improve Your Customer Experience in 2015 appeared first on Beyond Philosophy. There are many philosophies out there. The thing about philosophy is that it doesn’t always have much real-world application behind it.
Beyond Philosophy
MARCH 16, 2015
The post 7 Signs of Decline for the CX Movement in 2015 appeared first on Beyond Philosophy. Customer Experience continued to be a dominant business issue throughout the world in 2014. We get many inquiries for our services globally.
ijgolding
SEPTEMBER 24, 2015
The 2015 results appear to go a step further. The opening paragraph of the 2015 analysis written by Tim Knight and David Conway states: It is a universal truth, increasingly understood, that a brand is not what a company says it is, but what its customers feel it is.
Customers That Stick
OCTOBER 1, 2015
We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us. Customer Service Blog customer-service-training national customer service week
Advertisement
1 Thomson Reuters Cost of Compliance Survey, 2015 5. If Artificial Intelligence (AI) for the overall business is a red hot. topic in C-suites, AI for customer engagement is white hot. wonder professionals, who had removed AI from their resumes, are. scrambling to add it back in!
Up Your Service
DECEMBER 29, 2015
The post Top 5 Provocative Posts from 2015 appeared first on UP Your Service. Enjoy this selection of “Top 5″ thought provoking posts. Read, reflect, write a comment, and share these ideas with others. Happy New Year everyone!
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Provide Support
NOVEMBER 11, 2015
Customer expectations for the holiday season 2015. 2003 - 2015 Provide Support LLC. Published in Provide Support Blog , 2015. Holiday revenue can account for 20-40% of a retailer’s annual sales, according to NRF.
ForeSee
JUNE 9, 2015
Looking back, here are 8 things that I will take away: The post Voice of Customer Lessons Learned at the 2015 Answers Summit appeared first on ForeSee. ForeSee helps people focus on the customer experience. It allows you to understand what your prospects and customers think about your website.
Jacada
AUGUST 11, 2015
Jacada is exhibiting at SpeechTEK 2015 , August 17 – 19, 2015 at the Marriott Marquis at NYC. Find us at booth # 620 where we’ll be demonstrating our Visual IVR technology and discussing: Jacada Blog
ijgolding
SEPTEMBER 29, 2015
On Friday 25th September 2015, hundreds of passionate Professionals who excel in demonstrating the power of Customer Experience, convened in London for the UK Customer Experience Awards. The 2015 UK Customer Experience Awards was a HUGE event.
Customers That Stick
JANUARY 5, 2015
Happy New Year, and welcome to the first Customers That Stick TM blog post of 2015! You will find even more helpful resources posted as 2015 progresses. One thing that will help fill the void left by the retirement of The Monthly Mash is a lot more video content for 2015.
|
|
Customer Interactions
NOVEMBER 10, 2015
As we wind up 2015, everyone is talking about what the future holds. We may just have to subtitle this week’s CMO Perspectives as the week of 2016 predictions and analysts. With great insights from the top analysts in the industry, such as McKinsey, Simon Yates from Gartner, and Michelle Moorehead from Forrester all weighing in, we hope we have shared enough to help you as you start planning your 2016 budgets and strategies. Enjoy
Customer Interactions
JULY 7, 2015
More than 1,500 attendees, consisting of customers, industry leaders and experts, gathered on June 2nd for the kick-off Interactions 2015, the largest customer event of the year
Up Your Service
DECEMBER 29, 2015
The post Top 5 Provocative Posts from 2015 appeared first on UP Your Service. Enjoy this selection of “Top 5″ thought provoking posts. Read, reflect, write a comment, and share these ideas with others. Happy New Year everyone!
Zingtree
JUNE 16, 2015
We hope to see you in Vegas this week for the 16th Annual Call Center Conference & Expo. We will be roaming the Mirage Hotel expo floor and attending as many panels and keynotes as possible.
Beyond Philosophy
OCTOBER 15, 2015
According to the 2015 U.K. New research reveals that 98% of U.S. Consumers say Customer Service is important to them when choosing a brand and forming loyalty with it. This situation is not just unique to the U.S. In the U.K.,
Beyond Philosophy
JUNE 18, 2015
Reserve your spot at this informative webinar presented Thursday, June 17th, 2015. Many of us would like to know the secret to lasting happiness. Everyone has ideas of course, and not a few of them involve material items. But science might prove that it doesn’t.
CX Journey
FEBRUARY 5, 2015
We’re one month into 2015, and it’s already apparent that Customer Experience is on everyone’s agenda - or at least on those of the 95% of retailers surveyed by Boston Retail Partners ,who identified customer experience as a top-three priority in the new year.
PeopleMetrics
JULY 14, 2015
Winners of the 2015 Award are: Jen Beier of 1st National Bank. PeopleMetrics is pleased to announce its 2015 award winners and congratulates the companies that employ them. PeopleMetrics is proud to recognize its fifth-annual Brand Ambassador Award Winners.
Beyond Philosophy
OCTOBER 1, 2015
If you had the choice of doing something the easy way or the hard way, and you didn’t have to do anything morally, ethically, or legally wrong to do it the easy way, which would you choose? My guess is the majority of you would say take the easy way. I certainly would.
CX Journey
NOVEMBER 12, 2015
Joining 200 others, I spent Moments of Truth Day 2015 (part of NCSW ) here, thanks to Rant & Rave. Image courtesy of Routemaster 4 Hire Today I'm pleased to share a guest post by Paul Laughlin. Legoland, home to the legendary construction toy, never struck me as a conference venue.
Customer Interactions
OCTOBER 13, 2015
In this week’s CMO Perspectives, we feature Tony Zambito [customerthink.com] talking about three new perspectives to consider for customer journey mapping. While Tony Bodoh [Linkedin.com/pulse] dares you to try and wait until 2020 for your CX to become your key differentiator, saying, “Don’t wait the future is here.” Enjoy
Customer Interactions
OCTOBER 27, 2015
Omar Akhtar guest blogs on Brian Solis’s blog about unifying your sales, marketing and service departments around the customer experience. Exactly! Add to that these brilliant pieces including; Dr Natalie Petouhoff’s [constellationr.com] “7 Ways for CMOs to Thrive When Leading CX”, Simon Yates [Gartner.com] on the Gartner 2015-2016 CMO Survey and Joe Ruiz [maximizesocialbusiness.com] talking about social capital fuelling CX marketing, and you have this week’s CMO Perspectives. Enjoy
ForeSee
JANUARY 8, 2015
The post NRF 2015: Before Deciding Where to Invest, Determine What Your Customers Want appeared first on ForeSee. The biggest retail event of the year--the National Retail Federation’s (NRF) “Big Show”--is fast approaching.
Beyond Philosophy
NOVEMBER 10, 2015
In this series, professionals share their secrets to being more productive. Read the posts here , then write your own (use #ProductivityHacks in the body). Consistent productivity doesn’t happen by chance. Productive people have a secret to their productivity: Eliminate distractions.
Customer Interactions
SEPTEMBER 30, 2015
It doesn't matter what we share in this week’s CMO Perspectives or what we write in this intro blurb because OMG the first article talks about the rumours that Twitter is planning to release a new product that does away with the 140 character limit, be still our Tweeting hearts. What is interesting is the debate already surfacing about the impact this will have on customer service. We share some pieces from adweek.com, Socialmediatoday.com, WSJ.com and Forbes.com talking about this rumour.
Beyond Philosophy
AUGUST 4, 2015
“ You can win more friends with your ears than with your mouth. People who feel like they’re being listened to feel accepted and appreciated. They feel like they’re being taken seriously and what they say really matters.”. Harvey Mackay, Sales Expert, Author and Columnist.
Beyond Philosophy
JULY 30, 2015
Most Customer Experiences are accidents—and unfortunately, they are not always happy ones. Unless a company designs a deliberate experience that puts the Customer first and considers the Customer’s perspective, the message you send to the subconscious is rarely what you intend.
Beyond Philosophy
JUNE 12, 2015
Join us at our webinar at 11am EDT on July 23 rd , 2015, “ Ricoh Case Study: How We Moved Our Loyalty Score by 34 Points in 30 months ” to learn from CEO Glenn Laverty how their focus on a customer-centric approach improved their Net Promoter Score by 34-points and grew their business 115%.
Customer Interactions
SEPTEMBER 17, 2015
It is rare that we highlight two posts from the same source in the same CMO Perspectives blog post. But this week marketingprofs.com has delighted us with two excellent pieces on marketing and customer experience. Well worth the read. Enjoy
Talkdesk
JANUARY 22, 2015
Because 2015 is the year of the customer. In fact, in 2015, your company’s success will literally be dependent on how well you can meet your customers’ needs. In 2015, consumers are busy, well informed and tech-savvy. Now that’s service in 2015!
Beyond Philosophy
MARCH 12, 2015
I love watching what people, and Customers do. We human’s think we are so clever and sophisticated and yet much of what we do is totally irrational.
Customer Interactions
JULY 22, 2015
Big Data is everywhere. It’s hard to open any kind of media these days without seeing at least one article on it. But how to use it effectively to further your marketing and customer experience goals is the biggest challenge
Beyond Philosophy
NOVEMBER 12, 2015
“Emotions are contagious. We’ve all known it experientially. You know after you have a really fun coffee with a friend, you feel good. When you have a rude clerk in a store, you walk away feeling bad.”. Daniel Goleman, Author of Emotional Intelligence: Why it Can Matter More Than IQ.
Talkdesk
JANUARY 26, 2015
So why is 2015 any different? Because failing to provide customer-centric support could literally sink your business in 2015. Now allow me to keep it with some helpful tips on how you and your team can provide better customer support in 2015: Tip #1 Know everything about your customers.
Beyond Philosophy
FEBRUARY 2, 2015
Music has a unique effect on our brain, especially concerning memory. Apple brilliantly capitalizes on all of them in its holiday ad. When it comes to branding there might be no better way than using music to help a Customer remember your brand promise.
Beyond Philosophy
MARCH 3, 2015
Philosophies to Improve Your Customer Experience in 2015. In this series, professionals share the words of wisdom that made all the difference in their lives. Follow the stories here and write your own (please include the hashtag #BestAdvice in the body of your post).
Customer Interactions
JULY 7, 2015
It’s an interesting question to ask in a CMO Perspectives blog, whether the role of Chief Customer Officer (CCO) is a threat to CMOs worldwide? You will have to read the interesting piece by Nadia Cameron [CMO.com.au] to see her take on this issue. This week we also look at a summary of some research about customer failures and if there is a way to win back your customers after major CX mistakes and we invite you to share your tried and tested methods for restoring good customer relations. Enjo
ForeSee
DECEMBER 17, 2015
The post The 2015 ForeSee Experience Index (FXI): Retail Edition is Here! We’re thrilled to share with you all the delectable customer experience insights we uncovered in the eleventh annual ForeSee Experience Index (FXI) , our study that focuses on holiday retail.
Customer Interactions
AUGUST 4, 2015
With an informative video from Forrester on assessing the current state of your CX, and a great piece from Gartner with 5 top tips to improve your CX innovation, this week’s CMO Perspectives will not disappoint when it comes to thought leadership in the customer service industry. Enjoy
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