InMoment XI
MARCH 24, 2011
Businesses are turning to text analytics systems and technologies to automatically process and analyze unstructured text in all its forms and transform it to be utilized in identifying trends, early warning signs, product issues, suggestions for improvement, and cries for help from customers.
Dennis Snow
MARCH 23, 2011
In this video I discuss the art of delivering a positive customer experience, even when things are hectic and you have to move quickly. If you receive my blog via email, you may need to click here to view the video.
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Service Untitled
MARCH 30, 2011
The front line employees are often the representatives who will have to make decisions when it comes to customer complaints, customer questions, and overall customer satisfaction. The art of customer service stretches well beyond the product, the prices, and the reliability of an organization. It encompasses everything about a business – right down to the allowed 140 Twitter characters.
Very Best Service
MARCH 9, 2011
'A complete customer service skill set must include a good sense of anticipation. Many industries have learnt to identify the early signs of a storm coming in. Typically two measures are adopted: one option is close all openings with a lot of boarding and face the storm head on, inevitably this results in long lasting damages. The other option is to take evasive action, go with the wind and the waves, not against them and steer yourself out of trouble.
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom
Customer Interactions
MARCH 27, 2011
'It’s hard enough winning a video system project. But what’s even tougher is turning a profit on one. There are many factors contributing to margin erosion. I’ve heard professional system integrators declare that although they won a big name account, they had to nearly "buy the business." And at the end of the day, they were shocked at the number of visits and fixes they had to apply.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
InMoment XI
MARCH 24, 2011
Businesses are turning to text analytics systems and technologies to automatically process and analyze unstructured text in all its forms and transform it to be utilized in identifying trends, early warning signs, product issues, suggestions for improvement, and cries for help from customers.
Dennis Snow
MARCH 17, 2011
A comment I often hear during customer service workshops is: “Customers have gotten so demanding. They expect too much!” I respectfully disagree. I believe that customer service in general has gotten so bad that most customers expect nothing, and even a nice smile or sincere hello is a delightful surprise. The one area in which […].
Service Untitled
MARCH 7, 2011
“Wow&# customer service isn’t about what we learn in manuals; it’s about behaviors and the development and encouragement of excellent habits. Every employee can contribute to outstanding customer service, share with others, and together display the professionalism every organization desires. The three main reasons customers leave are moving away, competitors offer better terms or prices, or the consumer is unhappy with the product or the service.
Very Best Service
MARCH 3, 2011
'Does your customer experience need to be personalised? Actually, customers do not often want to be treated in an individual way. Many customers share a sense of fairness and are happy to be handled like everyone else. But make no mistake, if a client feels that he or she is the odd one out and is receiving below par service, it won''t be long before the complaints start flying in.
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Customer Interactions
MARCH 20, 2011
'When you hear the terms ‘Situation Management,’ ‘PSIM’ or ‘Physical Security Information Management,’ what comes to mind? You might say “security.” But at the end of the day, this technology has applications way beyond security. Recently, I sat down with Jacob Fox, Vice President of Security Solutions Management for NICE Systems to talk about how other types of operations can benefit from Situation Management.
Brad Cleveland Blog
MARCH 15, 2011
Given the current economic challenges, it’s an important time to revisit your customer access strategy, and ensure that it is finely tuned to support your organization’s brand and your customers’ needs. All nine components should be up for discussion: Customers: How your customers are segmented and served according to their unique needs.
InMoment XI
MARCH 24, 2011
Businesses are turning to text analytics systems and technologies to automatically process and analyze unstructured text in all its forms and transform it to be utilized in identifying trends, early warning signs, product issues, suggestions for improvement, and cries for help from customers.
Dennis Snow
MARCH 15, 2011
In one of my customer service workshops not long ago, I shared some of the practices I learned while working at Walt Disney World. A clearly agitated participant stood up during the question and answer segment. “I’m a university professor,” he announced, “and I’d NEVER encourage any of my students to work at Disney World. […].
Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali
Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.
Service Untitled
MARCH 25, 2011
April 15th is just over the horizon, and for many of us “tis the season&# to get in touch with our accountants. I doubt you will find many accountants in small windowless offices content with just the solitude of their numbers anymore. They have even transgressed beyond the generally unnoticed professionals at quiet business lunches or rotary dinners.
Very Best Service
MARCH 29, 2011
'Social media customer service With the exponential growth of social networks, social media and customer service are now closely associated. The challenges are numerous and require significant investment in platforms, people and procedures. Whilst the first interaction with customers is now very public it is little different in practice from the handling of a belligerent customer on the shop floor.
Customer Interactions
MARCH 6, 2011
'A Q&A interview with Situation Management Pioneer Jacob Fox. A recent article in Security Director News “spilled the beef” on a January 4th incident at the Port of Houston. According to the article, “a 300,000-gallon tank filled with animal fat broke open, leaking an estimated 15,000 gallons of beef fat into the Houston Ship Channel.
InMoment XI
MARCH 12, 2011
Success in the use of social media for marketing is not achieved by focusing on how we talk to customers; rather, it is how we listen to the existing conversation taking place online. Active listening is critical to the creation of appropriate social media interaction plans. When we skip listening, our customer interactions via social media begin to sound like traditional, one-way broadcast messages—which will quickly be tuned out in this medium.
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InMoment XI
MARCH 12, 2011
Success in the use of social media for marketing is not achieved by focusing on how we talk to customers; rather, it is how we listen to the existing conversation taking place online. Active listening is critical to the creation of appropriate social media interaction plans. When we skip listening, our customer interactions via social media begin to sound like traditional, one-way broadcast messages—which will quickly be tuned out in this medium.
InMoment XI
MARCH 12, 2011
Success in the use of social media for marketing is not achieved by focusing on how we talk to customers; rather, it is how we listen to the existing conversation taking place online. Active listening is critical to the creation of appropriate social media interaction plans. When we skip listening, our customer interactions via social media begin to sound like traditional, one-way broadcast messages—which will quickly be tuned out in this medium.
InMoment XI
MARCH 3, 2011
When sales and marketing professionals hear the words "customer feedback," most tend to think of colleagues who spend their time in statistical analysis and tracking customer satisfaction scores. But as customer feedback tools give way to the more sophisticated technologies of customer intelligence (CI), we believe that many will start to use CI and its insights to drive sales and improve marketing campaign ROI.
InMoment XI
MARCH 3, 2011
When sales and marketing professionals hear the words "customer feedback," most tend to think of colleagues who spend their time in statistical analysis and tracking customer satisfaction scores. But as customer feedback tools give way to the more sophisticated technologies of customer intelligence (CI), we believe that many will start to use CI and its insights to drive sales and improve marketing campaign ROI.
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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.
InMoment XI
MARCH 3, 2011
When sales and marketing professionals hear the words "customer feedback," most tend to think of colleagues who spend their time in statistical analysis and tracking customer satisfaction scores. But as customer feedback tools give way to the more sophisticated technologies of customer intelligence (CI), we believe that many will start to use CI and its insights to drive sales and improve marketing campaign ROI.
Service Untitled
MARCH 14, 2011
As the popularity of online shopping continues to grow by giant leaps, so does the need for online customer service. What used to be emails, telephones, and traditional online customer support, the current trend of online chats have now become representative of that real salesperson we used to meet and speak with when we shopped at brick and mortar stores.
Service Untitled
MARCH 17, 2011
The relationship an organization has with a customer ideally transcends the sales transaction. After all, we know when we have satisfied a customer with our product or service because they have what they want. Now does that necessarily mean they will use your services or buy your product again? There is no guarantee that any customer will stay with you or your company forever, but with that very subtle blend of excellence, dedication, perseverance, and hard work, you will have created an emotion
Service Untitled
MARCH 28, 2011
The only thing worse than an angry and aggressive client or customer is a customer service representative responding with anger, aggression and frustration of his own. As a matter of fact, that is the worst someone can do for a situation since it only results in more anger. As the responses escalate by all parties, the situation can quickly get out of control.
Speaker: Lauren Barash, Vice President, Brand Marketing
In an ever-evolving industry, building and retaining loyal customers is critical to the success of any restaurant business. Join Lauren Barash, VP of Brand Marketing at Full Course, as she delves into the world of restaurant loyalty programs, and reveals the top five essential strategies to optimize your approach! This webinar will explore: Loyalty trends and what you should be focusing on 📊 Actionable insights and ideas to help you develop the most powerful and effective loyalty program
Service Untitled
MARCH 23, 2011
Businesses grow as more customers come aboard, and that constant search for new clients is the life jacket for success. Of course building relationships with new customers are paramount; the hard part is taking the leads and transforming them into customers. One of the best ways to do that is through customer engagement; in other words having a customer relationship management strategy.
Service Untitled
MARCH 9, 2011
Let us assume we have a great product, and we have intelligent, competent customer service representatives who want to do a great job exceeding their customer expectations. Of course there is no magic formula, but the more we empower our staff with the best tools available, the less mistakes they are going to make. Most companies begin training customer service representatives with a training manual.
Service Untitled
MARCH 29, 2011
The economy leaves customer service budgets strained, and more than one company has trimmed their services back, but according to the Institute of Customer Service, chief executive Jo Causon, quality service is even more important in times like this. When money is tight, people are much more concerned where and how they spend. As an example, let us consider an airport parking garage.
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