February, 2010

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The Social Customer

Customers Rock!

I have been reading quite a few blogs and comments lately about how social media and customer service need to come together. There has also been a lot of talk about the Social Customer and its importance. I wholeheartedly agree, and as you might imagine, I have a few quick thoughts on the subject which I will share below (inspired by some comments on left on Esteban Kolsky ’s post at the blog TheSocialCustomer ).

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Mobile Feedback – Is it Worth Doing?

InMoment XI

I was recently interviewed by Tom Hoffman of the 1to1 Blog about the growing use of smartphones and how it is affecting the collection of customer feedback. In the interview, I mentioned that it is important to first realize that today’s customers are in charge of the conversation. They want to speak to the company.

Feedback 150
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Comcast = Xfinity

CX Advantage Walker

Have you heard that Comcast is changing its name? Starting Friday, they will be known as Xfinity. Most customers will learn about the change through an advertising campaign set to air during the Winter Olympics. Comcast is hoping the name change will emphasize their focus on innovation and new products, as well as better suit them to. Continue reading.

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Service Untitled» Blog Archive » Use concierge mindset for.

Service Untitled

Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Use concierge mindset for customer service Cheryl February 12, 2010 Customer Satisfaction , Customer Service , Customer Service Experience , Employees , Little Things, Big Differences No Comments The best concierge takes pride in orchestrating memorable experiences for their guests, so why shouldn’t every employee have a concierge

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How AI Is Revolutionizing Contact Centers: 2025 Strategy + ROI Playbook

In 2025, contact centers aren’t just changing—they’re being rebuilt by AI. This no-fluff, executive-ready guide shows you how to capitalize on the transformation. Inside: proven ROI calculators, workforce optimization tactics, deflection strategies, and a 90-day AI deployment plan. Built for CIOs, COOs, CX leaders, and contact center strategists, it goes beyond buzzwords into play-by-play implementation.

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Good customer service is key to job satisfaction

Very Best Service

'Whilst the focus is very often to reduce costs and offer the minimum service to customers, there is a great source of productivity which is often ignored. Employees who are given the means to offer a good service such as replacement products or ability to alter existing arrangements will not have to deal to the same extent with the wrath of customers and therefore will be much happier and much more committed to their jobs and their employers.

More Trending

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Mobile Feedback – Is it Worth Doing?

InMoment XI

I was recently interviewed by Tom Hoffman of the 1to1 Blog about the growing use of smartphones and how it is affecting the collection of customer feedback. In the interview, I mentioned that it is important to first realize that today’s customers are in charge of the conversation. They want to speak to the company.

Feedback 150
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Be Careful What You Ask For

InMoment XI

The best source of information about the quality of your products, service delivery, and processes is, of course, your customers. So you create a voice of the customer program to ensure you get that valuable insight. Sometimes, however, what customers tell you isn’t always easy to hear. Pardon the cliché, but that negative feedback is.

Course 150
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Be Careful What You Ask For

InMoment XI

The best source of information about the quality of your products, service delivery, and processes is, of course, your customers. So you create a voice of the customer program to ensure you get that valuable insight. Sometimes, however, what customers tell you isn’t always easy to hear. Pardon the cliché, but that negative feedback is.

Course 150
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Be Careful What You Ask For

InMoment XI

The best source of information about the quality of your products, service delivery, and processes is, of course, your customers. So you create a voice of the customer program to ensure you get that valuable insight. Sometimes, however, what customers tell you isn’t always easy to hear. Pardon the cliché, but that negative feedback is.

Course 150
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State of AI in Sales & Marketing 2025

AI adoption is reshaping sales and marketing. But is it delivering real results? We surveyed 1,000+ GTM professionals to find out. The data is clear: AI users report 47% higher productivity and an average of 12 hours saved per week. But leaders say mainstream AI tools still fall short on accuracy and business impact. Download the full report today to see how AI is being used — and where go-to-market professionals think there are gaps and opportunities.

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Is an overly narrow focus on customer satisfaction causing you to miss out?

InMoment XI

While doing my Christmas shopping this past season, it seemed most every store had a survey they wanted me to take. Their clerks dutifully circled the survey website with their pen and told me about a juicy incentive to get me to fill it out. Since I’m in the business I decided to take all.

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Is an overly narrow focus on customer satisfaction causing you to miss out?

InMoment XI

While doing my Christmas shopping this past season, it seemed most every store had a survey they wanted me to take. Their clerks dutifully circled the survey website with their pen and told me about a juicy incentive to get me to fill it out. Since I’m in the business I decided to take all.

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Is an overly narrow focus on customer satisfaction causing you to miss out?

InMoment XI

While doing my Christmas shopping this past season, it seemed most every store had a survey they wanted me to take. Their clerks dutifully circled the survey website with their pen and told me about a juicy incentive to get me to fill it out. Since I’m in the business I decided to take all.

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Capitalizing on Customer Feedback – Creating Measurable Value from Voice of the Customer (VOC) Programs

InMoment XI

Capitalizing on customer feedback requires more than the occasional sending of surveys in response to ad hoc business needs. It requires a strategic and ongoing dedication to hearing, listening, understanding and acting upon the VOC through a formal program built upon actively listening to customers and regularly taking a pulse of their level of engagement.

Feedback 150
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The Ultimate Blueprint for an AI-First Contact Center

Start building the AI workforce of the future with our comprehensive guide to creating an AI-first contact center. Learn how Conversational and Generative AI can transform traditional operations into scalable, efficient, and customer-centric experiences. What is AI-First? Transition from outdated, human-first strategies to an AI-driven approach that enhances customer engagement and operational efficiency.

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Capitalizing on Customer Feedback – Creating Measurable Value from Voice of the Customer (VOC) Programs

InMoment XI

Capitalizing on customer feedback requires more than the occasional sending of surveys in response to ad hoc business needs. It requires a strategic and ongoing dedication to hearing, listening, understanding and acting upon the VOC through a formal program built upon actively listening to customers and regularly taking a pulse of their level of engagement.

Feedback 150
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Capitalizing on Customer Feedback – Creating Measurable Value from Voice of the Customer (VOC) Programs

InMoment XI

Capitalizing on customer feedback requires more than the occasional sending of surveys in response to ad hoc business needs. It requires a strategic and ongoing dedication to hearing, listening, understanding and acting upon the VOC through a formal program built upon actively listening to customers and regularly taking a pulse of their level of engagement.

Feedback 150
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Service Untitled» Blog Archive » Perception is key to customer.

Service Untitled

Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Perception is key to customer service excellence Cheryl February 19, 2010 Customer Satisfaction , Customer Service , Customer Service Experience , Employees , Little Things, Big Differences 2 Comments It’s easy to fool our senses and perceptions.

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Service Untitled» Blog Archive » Panera Bread 2010 “25 Customer.

Service Untitled

Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Panera Bread 2010 “25 Customer Service Champs&# Cheryl February 26, 2010 Customer Service , Customer Service Experience , Employees , Little Things, Big Differences , Rapid Growth , Specific Companies No Comments Panera Bread is a casual restaurant that owns and franchises 1380 bakery-cafes.

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Making the Moment: The Art of Creating Events That Drive Results

Speaker: Aja Bradley Kemp, Founder & Chief Experience Officer at Conversate Collective

In a world where every brand is vying for attention, how do you make your events stand out? ✨ From creative swag strategies to immersive brand experiences, the key lies in fostering real connections that inspire action and leave a lasting impression. Whether you're planning a large-scale conference or an exclusive executive gathering, this session will explore how to elevate event engagement, strengthen brand perception, and maximize ROI.

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Service Untitled» Blog Archive » Publix on top of American.

Service Untitled

Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Publix on top of American Customer Satisfaction Index Cheryl February 19, 2010 Culture , Customer Satisfaction , Customer Service , Specific Companies No Comments In the lead since 1994, Publix scores the highest marks for customer satisfaction with products and services.

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Service Untitled» Blog Archive » Are you meeting your customers.

Service Untitled

Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Are you meeting your customers’ service expectations? Guest Writer February 17, 2010 Customer Service , Guest Writers , Little Things, Big Differences 1 Comment One of the challenges that customer service professionals face on a daily basis is meeting customers’ service expectations.

Meeting 41
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Customer service: clients want to have their cake and eat it too

Very Best Service

'With the incredibly rapid development of social media, customers believe that they can have their cake and eat it too. It is going to prove increasingly difficult for companies to manage customers'' expectations. Consumers are now looking for a fuller set of quality attributes when selecting where to shop and how to obtain customer service. New social media channels are being opened everyday.

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Expert’s Corner: Chip Bell on Unconditional Customer Service

Customers Rock!

Today I am pleased to feature another guest post by Chip Bell. If you have seen the movie Ramen Girl (and even if you haven’t!), you will relate to this post. The parallels he draws between passionate cooking and customer service will be something you will noodle on for awhile. Chip is the author, with John R. Patterson, of the book Take Their Breath Away: How Imaginative Service Creates Devoted Customers.

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Relevance, Reach, Return: How to Turn Marketing Trends From Hype to High-Impact

Speaker: Alexa Acosta, Director of Growth Marketing & B2B Marketing Leader

Marketing is evolving at breakneck speed—new tools, AI-driven automation, and changing buyer behaviors are rewriting the playbook. With so many trends competing for attention, how do you cut through the noise and focus on what truly moves the needle? In this webinar, industry expert Alexa Acosta will break down the most impactful marketing trends shaping the industry today and how to turn them into real, revenue-generating strategies.