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Bettering the Customer Experience . . .
What You Need to Get to Make a Success of Your CX Initiatives
What Forrester has to say on CX in 2012 I have been reading Forrester’s 2012 Customer Experience predictions. Forrester is making three predictions: C-level execs will officially name customer experience as a top strategic priority; companies will focus on delivering unified customer experiences; and consultants of every shape and size will develop educational programs. Does that sound great? Well it could be great for CX professionals and for the army of consultants, service designers and training providers. What I say about what Forrester says . . . read more >>
Macy's CMO Shares Loyalty Insights At NRF Big Show
Seven out of 10 Americans visit a Macy's store or its website at least once a year. That's 70% of all Americans — a loyal base of customers that was just crying out to be capitalized upon, said Macy's CMO Peter Sachse, in a session at the National Retail Federation's Big Show. Sachse detailed for the first time some of the specifics of its collaboration with dunnhumbyUSA on MyMacy's, an initiative that he said has increased both sales and earnings. Through MyMacy's, Sachse said the company and dunnhumbyUSA deployed a customer-centric campaign that brought a more extreme level of customization to their customers. . . . read more >>
Yahoo! Search Yields a Better Sales Tool
It's no secret that Yahoo! has had its share of financial troubles lately, and the Sunnyvale, Calif.–based Internet search firm continues to struggle to breathe life into its online advertising and search business. Poor financial performance ultimately prompted the company in September to fire CEO Carol Bartz. Before she left, Bartz blamed the sales team for Yahoo!'s disappointing revenue figures, saying its sales technology was far outdated. She was correct, up to a point. What Bartz failed to mention was that the company only a few months earlier had taken steps to begin streamlining its sales processes, policies, and systems. In March 2011, Yahoo! introduced an entirely new enterprise sales collaboration portal that it calls The Source. . . . read more >>
One Hour Translation Releases Free Multilingual Feedback Tab
The 72% of Internet users who are not native English speakers will appreciate that One Hour Translation, a professional translation service on the Internet, has just released the Multilingual Feedback Tab (MLFT). Now any website owner can easily add the Multilingual Feedback Tab, allowing visitors of the website to provide feedback in their native language. The One Hour Translation MLFT displays the feedback in the visitor's language of choice and automatically translates the feedback to the language specified by the web-site owner, taking away a significant barrier between web site visitors and website owners. . . . read more >>
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