Checklist for Posting a Blog

MaritzCX

Checklist for posting a blog: -Copy-edit text -Review title for length and catchiness -Add 1-4 tags -Add SEO keyword -Add meta description -Add featured image -Check appropriate boxes for categories/featured -Select author -Preview formatting of text (especially important b/c when you copy from some sources, esp.

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Where Can Artificial Intelligence Improve Your CX?

MaritzCX

Characters such as Rosie from The Jetsons, Hal from 2001: A Space Odyssey, or Ash from the movie Alien used to just be fantasy and so far-fetched that they could never feasibly become reality.

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Daisy, Daisy…

MaritzCX

This song always had a slightly sad/sinister undertones for me, ever since I saw the wonderful but weird film, 2001: A Space Odyssey. For some reason, the song “Daisy, Daisy” popped in to my head the other day.

Daisy, Daisy…

MaritzCX

This song always had a slightly sad/sinister undertones for me, ever since I saw the wonderful but weird film, 2001: A Space Odyssey. For some reason, the song “Daisy, Daisy” popped in to my head the other day.

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How to Fail Fast with Your User Experience

Truthlab

In fact, I bet there’s someone over in the Agile Alliance shaking his head and saying “But we’ve been doing that forever (defined as since 2001 in Software Time).” Reading Time: 3 minutes Fail fast and pivot are not new concepts, despite the current Silicon Valley buzz around these terms.

Predictions 2019: Employee Experience Moves To Center Stage

Forrester's Customer Insights

Employees are quitting their jobs at the fastest rate since 2001.[i] Companies and executives are paying attention to employee experience as never before. There are good reasons for this attention.

Lesson #8: VoC Is Not The Same Thing As Market Research, But They're Converging

PeopleMetrics

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. The following is an excerpt from Listen Or Die by Sean McDade, P hD.

Lessons in authentic leadership from ao.com: It’s not First Time Resolution – it’s Personal Resolution!

ijgolding

I was invited to speak by an ex colleague who I had not seen since 2001!!! In 2001, John launched Appliances Online, the group’s first website selling white goods. Social media has truly changed our lives in so many ways.

3 tips for new Sitecore users

Connective DX

It’s not that I am necessarily bad at learning how to master new technology (trust me, my AOL Hometown website was decked out in 2001), it’s just that I’ve had to use a different platform for each organization I have worked at in the past four years I’ve worked as a marketer. Raise your hand if you’re a marketer who has struggled to learn how to use a new marketing technology platform recently.

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The Impact of Big Data on the Voice of the Customer

Customer Interactions

Back in 2001 Gartner analyst, Doug Laney defined the challenges surrounding the growth of big data in a research report that he authored (he also presented on the topic at a number of conferences). Big data and its challenges are not a new phenomenon. He described the challenge as being three dimensional; the increase in volume, velocity and variety

#CXSecrets: Use Your VoC Program to Quickly Answer Strategic Market Research Questions

PeopleMetrics

Like many of my peers, I too broke into the customer experience space by way of the market research world—working at a large firm on a variety of highly valuable market research programs before founding PeopleMetrics in 2001. Do you know any CX professionals who started out in market research?

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Closing the Loop on Alerts Provides Immediate ROI. Get It Right!

PeopleMetrics

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Closing the loop arguably drives the greatest ROI with VoC programs.

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Run Root Cause Analysis (RCA) After Every Recover Alert — It's Worth Every Penny and All The Pain

PeopleMetrics

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Setting up a process and using a professional alert management system to continuously follow up with at-risk customers will generate ROI on your VoC investment.

Lesson #7: CX Is NOT The Same As Customer Service. Know The Difference.

PeopleMetrics

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. The following is an excerpt from Listen Or Die by Sean McDade, PhD. Customer service (CS) is critical for delivering a great customer experience (CX).

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What's Fueling Customer Complaints with Airlines

Think Customers

Yet customer complaints are at their highest levels since 2001, according to the 2016 Airline Quality Rating report. More flights are arriving on time while airlines are losing fewer bags and fewer passengers are getting bumped from flights. The report, released on April 4, found that while the percentage of flights that arrived on time in 2015 rose from 76.2 percent in 2014 to 79.9 percent last year, customers were most frustrated with problem flights, including cancellations and delays.

Best Practices in Communications to Improve Employee Experience

PeopleMetrics

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform.

Lesson #2: CX Measurement Is Hot, But It's Not What You Think It Is

PeopleMetrics

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. The following is an excerpt from Listen Or Die by Sean McDade, PhD. As noted previously, the term VoC is frequently used to describe the measurement of the customer experience; so is the term customer experience management (CEM). A consulting firm mentioned in the introduction, Forrester , coined a third term: customer feedback management (CFM).

ICYMM: Communities Are What You Need – Trust Me!

Esteban Kolsky

I have been saying for a very, very long time (back in 2001 I wrote a research note for Gartner, and in 2003 Michael Maoz and I spoke about this already at the conferences… and, oh yeah – in the late 1980s when I was moderating Compuserve forums I gave an interview for PCWeek about them – and I am sure there’s more, but you are bored of hearing me say how awesome I am — even though I am) that communities are the end goal for business.

Lesson #6: You Have To Use NPS, But You Should Also Include Other Measures of CX In A Transactional VoC Survey

PeopleMetrics

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. The following is an excerpt from Listen Or Die by Sean McDade, PhD.

A Bonus Lesson from Listen or Die

PeopleMetrics

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. One year ago today, I launched my book, Listen or Die: 40 Lessons that Turn Customer Feedback into Gold ( check it out on Amazon! ). The goal of the book was to share best practices on how to create a great Voice of Customer (VoC) program. Over the past year, another lesson has emerged that I would like to share with you.

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5 Top Customer Service Articles for the Month of June 2018

Comm100

Of course, there’s also the equally frightening vision of Hal from 2001: A Space Odyssey. Continuing our series of the best customer service posts on the web from May , I’m going to look at some standouts from last month that caught my eye.

The 3 Most Valuable Types of VoC Alerts

PeopleMetrics

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Taking action on an individual customer response to a survey about a recent experience is the most direct evidence of ROI for VoC programs.

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Success Strategies | December 2019

Daniel Group

Ambrose joined the company in 2001 and said they have increased their loyal clients by a factor of six. Welcome to Success Strategies. What do you customers tell Santa that they want from you this year? It’s the holiday season!

Success Strategies | December 2019

Daniel Group

Ambrose joined the company in 2001 and said they have increased their loyal clients by a factor of six. What do you customers tell Santa that they want from you this year? It’s the holiday season!

Survey Health Is Everything. The Success of Your VoC Program (And Probably Your Job) Depends on It.

PeopleMetrics

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Today, I am going to focus on a very important topic – survey health. Let’s start with the obvious… if survey health is poor, nothing else you do with your VoC program will matter. The quality of your questions won’t matter, the beauty of your dashboards won’t matter, and your case management workflow won’t matter either. So what is a healthy survey?

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Creating Client Loyalty in a Tough Industry

Daniel Group

Ambrose joined the company in 2001 and said they have increased their loyal clients by a factor of six. In this blog, I want to share how one company, Carocon Corporation, has created client loyalty in an industry not know for much loyalty.

Communicate, Communicate, Communicate — To All Internal Stakeholders — Or You Will Regret It

PeopleMetrics

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Simply put, communication is the next make-or-break element of a successful VoC program. A great VoC program communicator has the same mindset as a marketing professional. You have to think about marketing VoC to your organization the same way you would market a new product or service to your customers.

Guilt or Greatness? Associations that Affect Customer Perception

Michelli Experience

In 2001 the TIKI®torch brand, popularized in the 1950’s, was purchased by Lamplight® (a family owned manufacturer of outdoor torches). When I was a kid, one of my mother’s favorite “mom-isms” was… tell me who you run around with and I will tell you what you are.

Long Live The Service Design Agency

Kerry Bodine

But thinking that we’ve seen the last of service design agencies is like thinking that we’d seen the last of startups when the first dot-com market collapsed in 2001. This post originally appeared in my regular column in Touchpoint Journal , published by the Service Design Network.

#CXSecrets: Use Internal Benchmarking to Quickly Enhance CX

PeopleMetrics

Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. Do you ever wonder if you're doing as well as your competitors? Of course you do!

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Introducing CX Secrets with Sean McDade

PeopleMetrics

Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. Hi everybody!

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Contact Center AI – What’s out there?

Comm100

From the early days of Science Fiction and Kubrik’s groundbreaking 2001: A Space Odyssey to the more recent chess match between Deep Blue and Kasparov, AI has long captured our imaginations. AI (Artificial Intelligence) is undoubtedly a buzzword that’s been around for a while.

5 Positive Things SaaS CEOs And Leaders Should Do To Get Through COVID-19

Gainsight

As leaders, whether in business, our families, or our communities, we have a role to play now just as our leaders did in 2001 to help them deal with that fear.

If you want a consistent experience across all touchpoints, you must ask for customer feedback at each one

PeopleMetrics

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Understanding the various touchpoints (e.g., in person, digital) you have with your customers is key to delivering a memorable customer experience. Once you’ve mapped out your touchpoints, it’s often helpful to group them into channels. That’s the focus of this blog post. The most common channels.

Saving The Earth And Humanity One Tree At A Time

Magellan Solutions

million hectares of tree cover from 2001 to 2017. Over the years, we, humans, kill the same thing that keeps us alive.

The Starbucks Experience | Challenges and Opportunities in Philadelphia

Michelli Experience

I vividly remember a Starbucks incident in 2001, right after the World Trade Center collapse, where baristas charged first responders at Ground Zero for bottled water.

CX Secrets: Not measuring CX is like not counting your money

PeopleMetrics

Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. Wouldn't it be great if you could predict how much revenue you'd be receiving 2 months from now? 6 months from now? A year from now?