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.
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 Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom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
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.
Speaker: Jason Cottrell and Brian Walker
Brands used to look for a commerce platform that could do everything. But over time, one vendor was no longer enough to meet a brand’s needs, so they added, and added, and added— and now it's essential that these vendors work well together. That’s composable, and it’s important to get it right. Customers and your board expect you to be in new channels and to adapt quickly to market change.
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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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: 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
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.
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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper
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.
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Building lasting customer relationships has always been top-of-mind for businesses. However, in the last decade, organizations have recognized that the customer journey beyond the initial sale is as critical as the sale itself. Customer onboarding, or the customer’s first impression of you, is critical to forging lasting relationships and long-term success.
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