Kristina Evey

APRIL 4, 2014

'Who would you prefer to spend your money with – someone who gets to know you and values your business, or at a company where you feel like just another number? Customers are willing to spend more money on a product that they know is not necessarily “state of the art” based on the feeling that they are being treated well. Contrary to popular belief, buying decisions are not based on price, but by the feeling that the customer gets when they do business with us.

Tips 219

Tips Training Customers Customer relationships 219

InMoment XI

APRIL 29, 2014

And now for the sexy part of running global programs – dataflows. Ok, not really but they’re critical in executing a global customer experience program. Some thoughts for your consideration. Let me know what you think. @christravell.

Video 150

Video Customer Experience Automotive Customers 150

GetFeedback

APRIL 8, 2014

Today, we're proud to announce GetFeedback Spring '14: a bundle of new survey features available immediately to all of our users. Take a quick tour!

Survey 150

Survey 150

Win the Customer

APRIL 7, 2014

'You don''t need notoriety. With persistence, teamwork, efficiency, effectiveness and individual responsibility have proven time and again to accomplish unfathomable tasks.

Customer Experience 136

Customer Experience Customers Customer Service 136

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Joe Rawlinson

APRIL 16, 2014

'Navigating today’s consumer marketplace is rather like walking a tightrope on a windy day. Fierce competition, rapidly changing technologies, and a customer base that is exposed to an omnipresent barrage of marketing campaigns are making it increasingly difficult to stay the course. Your customers are your number one asset and the best way to ensure your success is to serve those customers better than anyone else in your industry.

Customer Care 121

Customer Care Management Policies Training 121

Service Untitled

APRIL 21, 2014

'I’ve often thought that customer loyalty was all about making the customer the king by maintaining transparent ethical practices, sound policies, and impressive customer service. Technology, however and the busy retail world of the Internet brings more competition, more inventory, convenience, and cheaper prices. Shopaholics notoriously are in the constant search for the best prices and the best choices, so what is any retailer to do?

Loyalty 83

Loyalty Effort Score Retail Loyalty Programs 83

InMoment XI

APRIL 29, 2014

And now for the sexy part of running global programs – dataflows. Ok, not really but they’re critical in executing a global customer experience program. Some thoughts for your consideration. Let me know what you think.

Video 150

Video Customer Experience Customers 150

GetFeedback

APRIL 11, 2014

Several days ago, a vulnerability was announced in the software that powers encryption across most of the Internet (OpenSSL).

Software 150

Software 150

Win the Customer

APRIL 1, 2014

'Why do customers still hold on to the need to for a human-to-human interaction, even when the information available with technology is much more abundant and accurate than relying solely upon a human being?

Interaction 130

Interaction Technology Customers Customer Service 130

Speaker: Amanda Adams, Fractional CFO, CPA

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Data

Joe Rawlinson

APRIL 28, 2014

'You’ve probably heard about Pareto’s famous 80/20 principle. The truth is that those magic numbers can help predict great opportunity and success for your business. You just need to apply them to your customers, products, and company. The question for me was always around how to do that. Fortunately, Perry Marshall’s book 80/20 Sales and Marketing: The Definitive Guide to Working Less and Making More helps bridge the gap between theories and how you can take action with it in

Advertising 100

Advertising Course Sales Tools 100

PeopleMetrics

APRIL 8, 2014

'In order to deliver a good customer experience, a company must first be customer-centric. Last week I wrote on the nuances of customer service and customer-centricity in “ Why Great Customer Service Isn’t Enough to Be Customer-Centric ” For those who are not reading my every post with rapt attention, I used the HARO (Help A Reporter Out) service to put out an APB for customer-centric companies to learn from.

Customer Centricity 114

Customer Centricity Case Study Customers Report 114

CCO Council

APRIL 16, 2014

'I''m putting the finishing touches on the CCO Council 2014 Tenure Study and am excited to share a sneak preview. For the last four years, I have examined the role of the Chief Customer Officer to understand the context within which CCOs are functioning and the future of the role, specifically as these relate to the development and execution of potential CCO career strategies.

Study 74

Study Chief Customer Officer Fashion ROI 74

InMoment XI

APRIL 29, 2014

And now for the sexy part of running global programs – dataflows. Ok, not really but they’re critical in executing a global customer experience program. Some thoughts for your consideration. Let me know what you think.

Customer Experience 150

Customer Experience Customers 150

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Voice of Customer

Amity

APRIL 23, 2014

In a customer-centric organization, every department has a responsibility to the customer. Whether you are developing a product, managing a project, adjusting the balance sheet or writing thought-leadership content, there are multiple activities and responsibilities that have a direct connection to your customers. However, individuals in departments that are not customer-facing are often caught up in their day-to-day deliverables to recognize that what they are working on is bigger than just a f

Customer Centricity 67

Customer Centricity Leadership Customers System 67

Win the Customer

APRIL 21, 2014

'We all have weaknesses we''re trying to fix. But is a slight improvement in an area of weakness making the greatest impact to your service experience?

Customer Service 139

Customer Service Customer Experience Customers 139

Service Untitled

APRIL 15, 2014

'Centralized call centers receive and transmit an enormous volume of telephone requests daily, with the purpose of collecting and handling information, ranging from product inquiries, questions about transactions, and customer service. Although emails and social media networks provide more outlets for complaints regarding a particular organization or service, statistics show calling is still the most popular method of communication when a customer or client has a problem.

Call Center 68

Call Center Customer Service Customer Service Representative Social Media 68

PeopleMetrics

APRIL 23, 2014

'Customer trust is a topic that we are seeing in more and more of our clients’ customer feedback data. We have learned that customers define trust in two ways: The firm conviction in the reliability of an organization’s services and. The belief that they have your best interests in mind. If we get trust right there are great benefits to be realized including undying loyalty to the brand and positive word-of-mouth.

Company 48

Company Entertainment Social Media Culture 48

Speaker: Jay Allardyce, Deepak Vittal, and Terrence Sheflin

As we look ahead to 2025, business intelligence and data analytics are set to play pivotal roles in shaping success. Organizations are already starting to face a host of transformative trends as the year comes to a close, including the integration of AI in data analytics, an increased emphasis on real-time data insights, and the growing importance of user experience in BI solutions.

Trends

CCO Council

APRIL 29, 2014

'Google and Microsoft took what initially appeared to be an innovative path to decrease residential energy consumption. Believing that customer''s decisions to conserve electricity were impeded solely by the lack of easily-understood, real-time consumption information unobtainable via paper utility bills, both created web-based analytics platforms, displaying consumption costs in real-time to help make conservation decisions.

Comparison 73

Comparison Chief Customer Officer How To Consumers 73

InMoment XI

APRIL 24, 2014

We’re continuing our series on what it takes to design and execute a global Customer Experience Program. We’re fortunate at Maritz since we run the only two global CE programs in the automotive industry – Ford and Volvo. Obviously we can’t tell you the specifics but I hope you find some of these general. View Article.

Automotive 150

Automotive Video Industry Customer Experience 150

Amity

APRIL 10, 2014

Amity is an innovative company. As an innovative company we need to use the latest and greatest tools to allow us to deliver as much value as we can as quickly as possible. This is why Amity uses AngularJS for our front end code. For those unfamiliar, AngularJS is an open-source software development framework for the JavaScript programming language.

Technology 48

Technology Innovation Software Examples 48

Win the Customer

APRIL 14, 2014

'Bad service happens because there’s an inherent disconnect between the expectations of the customer and the demands of the call center.

Customer Service 143

Customer Service Call Center Customers 143

Speaker: Miriam Connaughton and Donald Knight

As organizations scale, keeping employees connected, engaged, and productive can seem like a monumental task. But what if AI could help you do all of this and more? AI has the power to help, but the key is implementing it in a way that enhances, rather than replaces, human connection. Join us for an exploration into how industry trailblazers are using AI to transform employee experience at scale while addressing both the potential and the pitfalls.

Connections

Service Untitled

APRIL 28, 2014

'Tax season is finally over, and those economic gray hairs have been remanded back to the colorists at our hair salons, but budget cuts continue to show a significant decline in the Internal Revenue Service to the American public. When Ben Franklin said, “The only certain things in life are death and taxes,” perhaps we are all entitled to a better level of public service; at least while we’re alive.

Customer Service 59

Customer Service Government Fashion Wait Times 59

Doug Leather

APRIL 30, 2014

'Yeah right! I had a really interesting discussion with a prospective client recently. He is the MD of a multi franchise vehicle business. Successful? – no doubt. Customer-Centric? – I don’t think so. Yet he was adamant he had ‘customer-centricity’ under control. They were busy hiring someone who was going to drive this initiative. This is a classic example of a refusal to admit to the current reality.

Customer Centricity 49

Customer Centricity Competitive Advantage Customer Relationship Management Leadership 49

ForeSee

APRIL 2, 2014

'When I joined the mobile team at ForeSee, I was surprised at how many clients used ForeSee to measure and improve the web customer experience on desktop but were not. The post Three Reasons Why You Need to Measure the Mobile Experience Right Now appeared first on ForeSee.

Measurement 45

Measurement Customer Experience Customers 45

InMoment XI

APRIL 24, 2014

We’re continuing our series on what it takes to design and execute a global Customer Experience Program. We’re fortunate at Maritz since we run the only two global CE programs in the automotive industry – Ford and Volvo. Obviously we can’t tell you the specifics but I hope you find some of these general.

Automotive 150

Automotive Video Industry Customer Experience 150

Speaker: Jennifer Wright and Nick Barron

2025 is right around the corner, and with it comes a new wave of consumer expectations, competitive pressures, and operational challenges. Success lies in finding the balance between operational flexibility and creating experiences that keep customers coming back. The future of retail belongs to those who can stay ahead of shifting customer preferences and marketing trends. 🔮 In this session, we’ll dive deep into what it takes to keep customers engaged and your operations nimble, no matt

Customer Experience

Amity

APRIL 8, 2014

As Customer Success continues to be a hot topic within many organizations, it is becoming more apparent that defining the role of Customer Success within the product development process is very critical. Over the years there have been traditional and non-traditional methods of understanding what should go into new product and/or feature design. I think we can all agree evaluating this process involves several decision points including the impact of a new product or feature to both new and exist

Customer Success 48

Customer Success Customer Satisfaction Meeting Customers 48

Win the Customer

APRIL 10, 2014

'Focus on working smarter, not harder. Three tips can help you streamline your business and work cost effectively without cutting corners that impact your customers.

Tips 123

Tips Customers 123

MyCustomer

APRIL 30, 2014

Loyalty Is it better to win customer hearts or minds?

Loyalty 70

Loyalty Customers 70