Help.com

FEBRUARY 28, 2016

Think about the last time you had a really great customer experience- did you tell someone about it? What about a bad customer experience? Let’s say that you just got off of a really long flight only to find that your connecting flight to your final destination was overbooked. And you’re the unlucky passenger who got booted. Do you suffer in silence, or get out your phone to tweet about it?

Tools 100

Tools Customer Service Social Media Airlines 100

Beyond Philosophy

FEBRUARY 28, 2016

Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy. Whether consumers articulate it or not, or whether it gets measured or not, emotions have become core to experience response and future consumer decisions. In a recent article, Robert Passikoff, CEO of Brand Keys, presented statistics which demonstrate the extent to which consumer response to experiences, and the resultant impact on decision processes, has become emotion-dominant.

Customer Journeys 60

Customer Journeys Multi-Channel Customer Centricity Consulting 60

Help.com

FEBRUARY 28, 2016

Think about the last time you had a really great customer experience- did you tell someone about it?

Tools 100

Tools Customer Service Customers Customer Experience 100

Think Customers

FEBRUARY 28, 2016

The weeks leading up to this year's 88th Academy Awards felt like more of a study in cultural diversity and societal problems than a celebration of Hollywood's creative achievements. In his role as host, Chris Rock tackled the #OscarsSoWhite with an unforgettable opening monologue that will surely keep the Hollywood elite talking for weeks. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Culture 54

Culture Study Customer Engagement Loyalty 54

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Natalie Petouhof

FEBRUARY 28, 2016

Tweet Why is this announcement so important? Verint ® Systems Inc. announced substantial enhancements to its Verint Workforce Optimization ™ software designed to help contact center, back-office and branch operations better manage the performance of employees and operations. Armed with a brand new user experience and analytics, this latest release includes innovations in performance management to help organizations gain even greater insight into how employees are performing, how well goals ar

Innovation 43

Innovation Gamification Management Comparison 43

Forrester

FEBRUARY 28, 2016

The White House has been trying to improve the federal digital customer experience (CX) since 2011. Yet when I published my first report and blog on the topic in 2015, the situation was still dire. A Forrester survey had just shown that, for instance: Only two-fifths of the public agreed that the federal government should focus on offering more digital services.

Customer Experience 53

Customer Experience Government Report Survey 53