Why are we talking about the customer experience?
Blog post by Jaime Jimenez on July 31, 2014
From time to time a very trendy word appear in our vocabulary (have you ever heard the word “Selfie”?), and it is continuously repeat, in a correct or wrong mode. In the business world it happen exactly …
Putting the Hook on Customer Centric
Blog post by Joseph Dager on July 31, 2014
The Five Habits You Need Bob Thompson is an international authority on customer-centric business management who has researched and shaped leading industry trends since 1998. Bob is founder and CEO of CustomerThink Corporation which includes being editor-in-chief …
Spend More Money of Refine My Employee Processes?
Blog post by Glenn Pasch on July 31, 2014
“There are two ways to sell more. Increase your marketing budgets by twofold or refining the employee processes in place, thus becoming more efficient with money you currently spend. Which would you feel comfortable doing?” I posed this …
Customer Experience Lessons From The Best
Blog post by Adrian Swinscoe on July 31, 2014
[embedded content] #488337149 / gettyimages.com I had the privilege to attend the first day of the recent 20:20 Customer Experience Summit recently. Unfortunately, I couldn’t stay for the second day but I wanted to highlight a few …
Why Overcoming Objections Doesn’t Work
Blog post by Colleen Stanley on July 31, 2014
When I started in sales over 20 years ago, I was taught to overcome objections. The logic behind this awful selling technique was that overcoming the first “no” would get me closer to a yes. I was …
Compelling Marketing Content with Jason Miller
Blog post by Kathy Klotz-Guest on July 31, 2014
Marketing Content Expert, Jason Miller Compelling Marketing Content I recently had the fun honor of talking to one of my fave content marketing people, Jason Miller of LinkedIn. And while I am pretty sure he wouldn’t describe …
Analytics Club – Talking Personalization Post #3 by Gary Angel
Blog post by Gary Angel on July 31, 2014
Jim, You’re right, of course, the vast majority of companies don’t do even the most basic personalization. Given that, I think you’re point about real-time decisioning is intriguing. You said: “I honestly think true real-time decisioning is …
Perfecting The Customer Service Pause And Ask
Blog post by Jeremy Watkin on July 31, 2014
One of my all time favorite movies is Legally Blonde. Ok it’s not my favorite but I do enjoy it. In that movie we learn an essential customer service technique called the Bend and Snap. Wait, I …
Forging a Digital Connection of Trust and Relevance
Blog post by Joseph Michelli, Ph.D. on July 31, 2014
Many business leaders have a love/hate relationship with technology. On the one hand, technological advances offer great business opportunities. On the other hand, the infrastructure costs associated with technology shifts and the rapid pace of technological change …
Teaching Computers to Detect Sentiment
Blog post by Larry Skowronek on July 31, 2014
“Sentiment detection enriches the customer insights you get from interaction analytics, and provides value far beyond the contact center, informing strategic decisions across your entire enterprise.”In the last blog, I talked about the benefits your organization can …