InMoment XI
APRIL 27, 2010
Not long ago, when customers had an issue with poor product or service, they had limited options. Either they could write a letter using pen and paper, or they could make a phone call hoping to talk with someone who could make a difference. Getting the company’s attention was only the beginning. Getting a response.
Customers Rock!
APRIL 26, 2010
(Note: This post is a reprise of an earlier Customers Rock! blog post, and one that was very popular with my readers. As customer listening has become a common topic recently, I felt it would be helpful to post it again, especially as it discusses NON social media listening. Important to listen via all channels!). Are we putting up walls between the enterprise and its customers?
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CX Advantage Walker
APRIL 8, 2010
"Market orientation refers to the organizationwide generation of market intelligence pertaining to current and future needs of customers, dissemination of intelligence within the organization, and responsiveness to it." Kohli, Jaworski & Kumar 1993, p. 468 My last post defined the concept of market orientation and how important it is to our understanding of customer centricity.
Service Untitled
APRIL 22, 2010
Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Internal customer service counts too Cheryl April 22, 2010 Behind the Scenes , Customer Service , Proactive 1 Comment Everyone has a customer whether it be outside or inside of the company, and morale, productivity, and employee retention improves when we are able to properly facilitate internal customer service.
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Customer Interactions
APRIL 29, 2010
'Welcome to NICE Fusion, the NICE Systems’ Security blog. We’re excited to have an opportunity to discuss many thought-provoking topics and issues related to security and public safety with you. Our bloggers are some of the best known talents in security and public safety. The blog will feature: Dr. Bob Banerjee on all topics video Chris Wooten on public safety Douglas Florence on the gaming market.
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
APRIL 27, 2010
Not long ago, when customers had an issue with poor product or service, they had limited options. Either they could write a letter using pen and paper, or they could make a phone call hoping to talk with someone who could make a difference. Getting the company’s attention was only the beginning. Getting a response.
InMoment XI
APRIL 19, 2010
My last business trip resulted in no less than four feedback opportunities: the airline, the hotel, the rental car company and the travel agency. Each of these organizations sought my feedback to help improve my customer experience. Marvelous! It seems every time I buy a product or service, the provider offers the opportunity to give them.
InMoment XI
APRIL 19, 2010
My last business trip resulted in no less than four feedback opportunities: the airline, the hotel, the rental car company and the travel agency. Each of these organizations sought my feedback to help improve my customer experience. Marvelous! It seems every time I buy a product or service, the provider offers the opportunity to give them.
InMoment XI
APRIL 19, 2010
My last business trip resulted in no less than four feedback opportunities: the airline, the hotel, the rental car company and the travel agency. Each of these organizations sought my feedback to help improve my customer experience. Marvelous! It seems every time I buy a product or service, the provider offers the opportunity to give them.
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InMoment XI
APRIL 7, 2010
It’s now commonplace for companies to ask for customer feedback by email, phone or even the mail. But that’s just one factor in VOC success. CustomerThink research has identified the following five major pitfalls to VOC success: 1. Lack of executive support to drive change Being customer-centric is easy to say but hard to do.
InMoment XI
APRIL 7, 2010
It’s now commonplace for companies to ask for customer feedback by email, phone or even the mail. But that’s just one factor in VOC success. CustomerThink research has identified the following five major pitfalls to VOC success: 1. Lack of executive support to drive change Being customer-centric is easy to say but hard to do.
InMoment XI
APRIL 7, 2010
It’s now commonplace for companies to ask for customer feedback by email, phone or even the mail. But that’s just one factor in VOC success. CustomerThink research has identified the following five major pitfalls to VOC success: 1. Lack of executive support to drive change Being customer-centric is easy to say but hard to do.
InMoment XI
APRIL 2, 2010
Net Promoter Score (NPS) provides a simple and valuable way for businesses to measure customer satisfaction and promotion. The assumption is that the more likely customers are to recommend, the more likely those recommendations will turn into new business and revenue. But the question remains: how to grow the promoter group. Businesses that successfully identify.
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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.
InMoment XI
APRIL 2, 2010
Net Promoter Score (NPS) provides a simple and valuable way for businesses to measure customer satisfaction and promotion. The assumption is that the more likely customers are to recommend, the more likely those recommendations will turn into new business and revenue. But the question remains: how to grow the promoter group. Businesses that successfully identify.
InMoment XI
APRIL 2, 2010
Net Promoter score (NPS) provides a simple and valuable way for businesses to measure customer satisfaction and promotion. The assumption is that the more likely customers are to recommend, the more likely those recommendations will turn into new business and revenue. But the question remains: how to grow the promoter group. Businesses that successfully identify.
Customers Rock!
APRIL 14, 2010
Recently on Customers Rock! Radio , I had the opportunity to have a conversation with Richard Owen, CEO of Satmetrix. We had a great discussion around listening to customers, gathering social media feedback and turning it into action inside of a company, and of course we talked about the NetPromoter score and how to use it strategically. You can listen to the 12-minute segments here (Segment 1) , here (Segment 2) , and here (Segment 3).
Service Untitled
APRIL 29, 2010
Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Customer complaints to be addressed by airlines Cheryl April 29, 2010 Angry Customers , Customer Service 1 Comment New travel regulations formulated by the Department of Transportation become effective tomorrow on April 29th and will help US airlines better serve travelers.
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.
Service Untitled
APRIL 14, 2010
Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Credit cards offer extra customer service perks Cheryl April 14, 2010 Behind the Scenes , Customer Service , Little Things, Big Differences , Specific Companies No Comments My new Nordstrom credit card came in the mail, and I was pleasantly surprised.
Service Untitled
APRIL 8, 2010
Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Help customer focus with the right attitude Cheryl April 08, 2010 Behind the Scenes , Employees , Hiring & Training 1 Comment There are a number of factors that significantly affect how well a customer service representative is able to identify and help customers.
Service Untitled
APRIL 7, 2010
Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Spirit Airlines’ customer satisfaction a myth Cheryl April 07, 2010 Angry Customers , Customer Service , Specific Companies 4 Comments Spirit Airlines predominantly serves the East Coast, Caribbean, Bahamas, Latin America, and a few mid-western routes from Chicago and Detroit.
Service Untitled
APRIL 6, 2010
Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Improving customer service telephone manners Cheryl April 06, 2010 Customer Service , Customer Service Experience , Etiquette , Little Things, Big Differences 1 Comment That “front line&# telephone introduction can be a positive experience or a virtual punch in the mouth.
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.
Service Untitled
APRIL 5, 2010
Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Diapers.com uses customer service to woo baby market Cheryl April 05, 2010 Customer Satisfaction , Customer Service , Specific Companies No Comments Originally launched by two frustrated fathers who grew weary of those late night car trips to find diapers and baby supplies, Marc Lore and Vinit Bharara started a baby-focused e-commerce si
Service Untitled
APRIL 19, 2010
Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Customer satisfaction surveys Cheryl April 19, 2010 Behind the Scenes , Customer Satisfaction , Customer Service , Surveys 3 Comments I used to dabble in some online survey groups to gain experience in identifying customer satisfaction criteria.
Service Untitled
APRIL 16, 2010
Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Customer loyalty built on company focus Cheryl April 16, 2010 Customer Service , Proactive 2 Comments I grew up in a very small town where we were mostly limited to one grocery store, one department store, one morning restaurant, and even one book store.
Service Untitled
APRIL 2, 2010
Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Customer focus customizes Rite Aid services Cheryl April 02, 2010 Customer Satisfaction , Little Things, Big Differences , Service Untitled , Specific Companies No Comments Competition among pharmacy retailers and the need to create more efficient business plans are a sign of the times.
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
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