InMoment XI
AUGUST 30, 2012
Lewis and the boys hit Spa-Francorchamps this weekend for the Belgian Grand Prix and in celebration of the return of F1 to “the” most famous and historic active race track in the world, I have posted a video that you might find interesting. It’s a lap of Suzuka with none other than Ayrton Senna in.
Customers Rock!
AUGUST 16, 2012
Social media has pushed customer service to the forefront for many organizations. Responses are often faster in social media than they are in traditional service channels, since social media makes everything extremely visible. And when things go wrong, customers often flock to social media to air their grievances; a perfect example is the article I recently co-authored for Forbes Online, with Mark Fidelman , about the Southwest Airlines 3 Million Fan Flash Sale fiasco.
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Horizon CX
AUGUST 3, 2012
'It seems that NPS or Net Promoter Score is a very popular customer metric to have and to brag about these days, but what does is really mean or what does it tell you that are both useful and action-oriented? First of all, it''s a metric, and a calculated metric at that. As a metric it''s also simply a number. Today''s temperature is a number. The Dow Jones daily average is a number.
Service Untitled
AUGUST 21, 2012
Years ago when contractors were so busy building houses, supply giant Home Depot paid a lot more attention to the builders than to the do-it-yourself home owners. After all, the economy was booming and a realtor could scarcely keep any home inventory available for new buyers, and so the prices kept climbing while customers lined up at the cash registers.
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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.
Very Best Service
AUGUST 24, 2012
'Customer service balance A successful customer service delivery is made of many building blocks. A solid policy, firmly grounded, constitutes the cornerstone of the strategy. But it is not enough: adding more elements and finding the right balance is a necessity in the long run. Balancing the policy with innovation, initiative, the right level of human touch, a positive culture and some degree of creativity will make it all stick together.
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
AUGUST 31, 2012
As of this morning, gas prices in the U.S. were at about $3.80 a gallon according to gasbuddy.com. But what’s the tipping point for American consumers? At what price would they drive less or think of getting a more fuel efficient vehicle? Based on this month’s Maritz industry study release of about 45,000 U.S. View Article.
Brad Cleveland Blog
AUGUST 2, 2012
Brad discusses the importance of providing a variety of ways for customers to interact with your organization, and the methodology behind handling different communication channels. Brad discusses the importance of providing a variety of ways for customers to interact with your organization, and the methodology behind handling different communication channels.
InMoment XI
AUGUST 31, 2012
In market research, we’ve often had the problem of people pretending to be something they are not in order to participate in a research study. Welcome to the 21st century! We are going to have a similar problem when using social media as a data source. According to an NPR story I heard recently while.
InMoment XI
AUGUST 30, 2012
Lewis and the boys hit Spa-Francorchamps this weekend for the Belgian Grand Prix and in celebration of the return of F1 to “the” most famous and historic active race track in the world, I have posted a video that you might find interesting. It’s a lap of Suzuka with none other than Ayrton Senna in.
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
InMoment XI
AUGUST 31, 2012
As of this morning, gas prices in the U.S. were at about $3.80 a gallon according to gasbuddy.com. But what’s the tipping point for American consumers? At what price would they drive less or think of getting a more fuel efficient vehicle? Based on this month’s Maritz industry study release of about 45,000 U.S.
InMoment XI
AUGUST 31, 2012
In market research, we’ve often had the problem of people pretending to be something they are not in order to participate in a research study. Welcome to the 21st century! We are going to have a similar problem when using social media as a data source. According to an NPR story I heard recently while.
InMoment XI
AUGUST 30, 2012
Lewis and the boys hit Spa-Francorchamps this weekend for the Belgian Grand Prix and in celebration of the return of F1 to “the” most famous and historic active race track in the world, I have posted a video that you might find interesting. It’s a lap of Suzuka with none other than Ayrton Senna in.
InMoment XI
AUGUST 31, 2012
As of this morning, gas prices in the U.S. were at about $3.80 a gallon according to gasbuddy.com. But what’s the tipping point for American consumers? At what price would they drive less or think of getting a more fuel efficient vehicle? Based on this month’s Maritz industry study release of about 45,000 U.S.
Speaker: David Nisbet, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
InMoment XI
AUGUST 31, 2012
In market research, we’ve often had the problem of people pretending to be something they are not in order to participate in a research study. Welcome to the 21st century! We are going to have a similar problem when using social media as a data source. According to an NPR story I heard recently while.
InMoment XI
AUGUST 29, 2012
A few weeks ago, a friend who leads the customer experience (CX) team at a large B2B company described a common challenge in her voice of the customer (VoC) program. Her team had gathered and analyzed lots of customer feedback regarding interactions with support representatives in the contact center, and the results were clear. Customers thought issue resolution time was too long, and that perception was killing overall loyalty.
InMoment XI
AUGUST 29, 2012
I’m often asked, “What’s the most important thing a contact center manager can do to improve the customer experience on the frontline?” I suggest they take a step back. It starts with recruiting and hiring! A number of leading firms actually work closely with their respective HR departments and embed screeners, include role playing and. View Article.
InMoment XI
AUGUST 29, 2012
A few weeks ago, a friend who leads the customer experience (CX) team at a large B2B company described a common challenge in her voice of the customer (VoC) program. Her team had gathered and analyzed lots of customer feedback regarding interactions with support representatives in the contact center, and the results were clear. Customers thought issue resolution time was too long, and that perception was killing overall loyalty.
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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.
InMoment XI
AUGUST 29, 2012
As of this morning, gas prices in the U.S. were at about $3.80 a gallon according to gasbuddy.com. But what’s the tipping point for American consumers? At what price would they drive less or think of getting a more fuel efficient vehicle? Based on this month’s Maritz industry study release of about 45,000 U.S.
InMoment XI
AUGUST 29, 2012
I’m often asked, “What’s the most important thing a contact center manager can do to improve the customer experience on the frontline?” I suggest they take a step back. It starts with recruiting and hiring! A number of leading firms actually work closely with their respective HR departments and embed screeners, include role playing and.
InMoment XI
AUGUST 29, 2012
A few weeks ago, a friend who leads the customer experience (CX) team at a large B2B company described a common challenge in her voice of the customer (VoC) program. Her team had gathered and analyzed lots of customer feedback regarding interactions with support representatives in the contact center, and the results were clear. Customers thought issue resolution time was too long, and that perception was killing overall loyalty.
InMoment XI
AUGUST 29, 2012
As of this morning, gas prices in the U.S. were at about $3.80 a gallon according to gasbuddy.com. But what’s the tipping point for American consumers? At what price would they drive less or think of getting a more fuel efficient vehicle? Based on this month’s Maritz industry study release of about 45,000 U.S.
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Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?
InMoment XI
AUGUST 29, 2012
I’m often asked, “What’s the most important thing a contact center manager can do to improve the customer experience on the frontline?” I suggest they take a step back. It starts with recruiting and hiring! A number of leading firms actually work closely with their respective HR departments and embed screeners, include role playing and.
InMoment XI
AUGUST 28, 2012
The Confirmit purchase of CustomerSat just took out one of the last interesting companies in our space. It's only a matter of time before the big CRM, BI, marketing automation, research firms, and contact center software companies decide to make a major play in the VOC space.
InMoment XI
AUGUST 28, 2012
The Confirmit purchase of CustomerSat just took out one of the last interesting companies in our space. It's only a matter of time before the big CRM, BI, marketing automation, research firms, and contact center software companies decide to make a major play in the VOC space.
InMoment XI
AUGUST 28, 2012
The Confirmit purchase of CustomerSat just took out one of the last interesting companies in our space. It's only a matter of time before the big CRM, BI, marketing automation, research firms, and contact center software companies decide to make a major play in the VOC space.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
InMoment XI
AUGUST 23, 2012
The oil light was quickly followed by metallic grinding noises, stranding my family outside of Jamestown, North Dakota at 5:00 am. “Yup. Looks totaled” says the tow truck driver. “I also own the only taxi in town, and for $150 I’ll drive you to Fargo where you can rent a car and continue on to.
InMoment XI
AUGUST 23, 2012
The oil light was quickly followed by metallic grinding noises, stranding my family outside of Jamestown, North Dakota at 5:00 am. “Yup. Looks totaled” says the tow truck driver. “I also own the only taxi in town, and for $150 I’ll drive you to Fargo where you can rent a car and continue on to.
InMoment XI
AUGUST 23, 2012
The oil light was quickly followed by metallic grinding noises, stranding my family outside of Jamestown, North Dakota at 5:00 am. “Yup. Looks totaled” says the tow truck driver. “I also own the only taxi in town, and for $150 I’ll drive you to Fargo where you can rent a car and continue on to.
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