Joe Loveless

248 Added | 2 Magazines | 3 Likes | 146 Followers | @JustJoeLove | Joe writes and speaks on empathetic customer engagements. Find out more at JoeLoveless.com

It's Not About Just the Experience, It's the Journey -- With Analytics

Thanks to dramatic new algorithms, you're about to learn a whole lot more about your customer's actions and preferences.<p>Opinions expressed by <i>Entrepreneur</i> contributors are their own.<p>Today's businesses want to create exceptional customer experiences. They mine big data to get a good sense of …

Big Data

Don't Wait. Here's Why You Should Get in the Chatbot War Now.

Chatbots are the new face of 24/7 customer service, and many of your competitors are already using them.<p>Opinions expressed by <i>Entrepreneur</i> contributors are their own.<p>While there is no way of knowing what the future will bring, one thing is for sure: the use of chatbots is on the rise. With the …

Chatbots

The Future of Customer Loyalty Programs – Now and for the Holidays

Last week, as I was sitting at my messy desk and drinking my coffee (in reality, it was more like a mug of milk with a splash of coffee…), someone …

eCommerce

7 Ways SaaS Companies Can Increase Conversion Rate

Conversion rate optimization (CRO) for SaaS companies can be both more forgiving and more challenging when compared to CRO for a single landing page, …

Marketing

Follow These 9 Steps to Copy Zappos' Exceptional Customer Service Strategy

How Zappos creates a customer-obsessed culture -- and you can, too.<p>Opinions expressed by <i>Entrepreneur</i> contributors are their own.<p>Today more than ever, customer service <i>really</i> matters. Technology is starting to replace many conventional human interactions, but is that a good thing? We all know robot …

Customer Experience

When B2B buyers want to go digital--and when they don’t

New research indicates where to focus digital investments so that they will reap rewards in online and face-to-face channels.<p><b>It was long held</b> that …

Customer Experience

7 Technologies that are Transforming the Customer Experience Landscape

This column is authored by Chans Weber, CEO of Leap ClixxThe post 7 Technologies that are Transforming the Customer Experience Landscape appeared …

Customer Experience

Elon Musk Just Spent the Weekend Making Changes to Tesla's Cars (by Listening to Customers on Twitter) | Inc.com

<i>Absurdly Driven</i> <i>looks at the world of business with a skeptical eye and a firmly rooted tongue in cheek.</i><p>Elon Musk has become something of a deity for certain people.<p>Here is this marginally eccentric, occasionally depressive man who wants to make very nice electric cars and, oh, go to Mars.<p>He can, …

Tesla

How Tehran's Answer To Uber Is Changing The Way People Travel And Live

Users can enjoy a low-cost ride without having to share their taxi but the app is also challenging Iranian notions of customer service and even …

South Asia

Customer Journey Mapping to Improve Your Customer’s Experience

cocoparisienne / PixabayIt wasn’t that long ago that marketers could easily plot the journey a buyer took from initial contact to purchase. The …

Customer Experience

How to Make the Most of Your Contact Center Data

Your company’s contact center is more than just a hotline for fielding customer questions or complaints. And if you're still viewing it that way, …

Customers

3 ways the evolving customer journey will impact CIOs

From Facebook’s personalized newsfeed to Uber’s frictionless ride ordering service, supporting a modern customer experience means rethinking how …

Customer Experience

Here's Why Field Service Technicians Are Your New Brand Ambassadors

Remember when our idea of customer service was one touch point, a call center which allowed for limited customer interactions?<p>Fast forward to today, …

How to Use Predictive Analytics to Engage Customers Throughout Their Journey

As consumers become more digitally connected, their buying journeys are becoming increasingly complex: The path to purchase is no longer a linear …

Big Data

Your Mighty New Mindful Habit: Learn to Respond, Not React

Whether you're talking with friends, family, romantic partners or even coworkers or employees, how you communicate means a lot, especially when it …

Mindfulness

5 Fresh Examples of Customer Experience Innovation

Serena Williams is a fiercely competitive tennis champion. Her record is 39 Grand Slam titles. She shows an ability to serve aces at critical moments — a tennis serve the opponent doesn’t touch. She’s known for her aggressive play, a “high risk” style balanced in part by her serve, the greatest in …

Customer Experience

The Chief Customer Officer

December 2015<p>A New Leader for a New CPG Landscape<p>Customers today are armed with unprecedented information, choices and purchasing channels, spurring …

Innovation
Chatbots

Apple's New Customer Service Tools...And Other Small Business Tech News This Week

Here are five things in technology that happened this past week and how they affect your business. Did you miss them? <b></b><p><b>1 — Apple has a new way for you to better serve your customers.</b><p>It’s called “Business Chat,” and it will be a part of the company’s popular iMessage app. Business Chat will help Apple …

Customer Service

5 New Rules To Winning The Customer Loyalty Game In The Digital Age

As a keynote speaker who travels internationally, educating audiences on how to do business and win hearts and minds in the digital age, one of the things I regularly encounter is confusion over how to assess and cultivate the loyalty of customers. Traditionally, the approach to creating customer …

Marketing

Mapping the online customer journey for travel organisations

In this blog we will examine the online customer journey within the travel industry – touching on key factors such as customer personas, the …

Tourism

Putting customer experience at the heart of next-generation operating models

The benefits of improved customer experience can be fleeting unless changes to supporting back-end operations are made, as well.<p><b>Digital is reshaping</b> …

Customer Experience

What 1-800 Flowers has learned from its Watson-powered concierge

IBM Watson is having a moment with brands.<p>The North Face, Macy’s and 1-800 Flowers are some of the brands collaborating with the supercomputer to …

IBM Watson

How to Create a Unified Customer Ecommerce Journey

Just when marketers solve one problem, another rears its head. Multichannel commerce is presenting marketers with a whole new raft of …

Customer Experience -- Why Now?

Customer experience is not a new phrase. It has been around for many years. So what makes today any different? Today is different because we have big fish that visibly stand on the platform of customer experience making profits too big to ignore. For example from the beginning Amazon has focused on …

Customer Experience

Where Customer Experience Is Going, We Don't Need Checkout Lines

Think of the last time a shopping experience didn’t meet your expectations.<p>Maybe you couldn’t access that gift card credit you loaded into your …

The Skills Required for Every Customer Service Job

If there is a surcharge, or a product warning, or another rack with a better selection in aisle 4, don’t neglect to mention it simply because the …

6 smart questions to get you the most useful customer feedback

<b>Goal</b>: When someone decided not to use your product, wouldn’t you want to find out why?<p>You may discover that they found another product, your prices were too high, your product was poorly designed, or perhaps they were just kicking the tires around.<p>Armed with this knowledge, you can make changes to …

Customers
Customers

How machine learning is ushering in a new age of customer service

While machine learning itself is nothing new, the speed at which data can now be processed, analyzed and actioned has completely changed the machine-learning game. Readily affordable computing power, the quantity of data available, and algorithms we never thought we could use are now …