August, 2010

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Growing Business the Old-Fashioned Way

Customers Rock!

Here is a blast from the past, a classic Customers Rock! post on taking care of your current customers. Thanks to @Foundora for bringing it back to my attention. Enjoy! Many companies spend a lot of time and money on attracting new customers to their product or service. Much of the marketing budget is spent on mass approaches such as advertising and direct mail.

Fashion 190
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Do you know why your customers really buy?

InMoment XI

Too many businesses focus solely on the minds of customers and forget the importance of connecting emotionally – to customers’ hearts. What drives their passion, loyalty and engagement? Customers make decisions about staying or leaving a business relationship based upon a multitude of factors – and attitude and emotion play major roles. By collecting feedback in real time, and at all possible customer interaction points, a company can learn firsthand what customers think when interactions happen

Loyalty 150
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Service Untitled» Blog Archive » Customer perks for poor 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 Customer perks for poor customer service Cheryl August 24, 2010 Customer Satisfaction , Customer Service , Little Things, Big Differences 1 Comment There are a lot of factors that get rolled into one final exclamation of really poor customer service, and haven’t we all felt at one time or another the ardent desire to just scream in

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Customer service excellence: does the client perspective matter?

Very Best Service

'The client will drive the score in customer satisfaction survey and he/she will decide whether to remain loyal and recommend the company. From the company point of view the same metrics will be used to measure customer service performance: whichever way you look at it, the winner should be the same. Do not hesitate to visit our website for good customer service examples by award-winning companies.

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Campaigns that Click: Practical Personalization Strategies to Boost ROI

Speaker: Jennifer Hodroge, Omni-Channel Strategic Leader, Forrester CX Certified

Marketers know that personalization is the key to engagement—but with limited budgets and time, how do you prioritize what, where, and how to personalize? Aligning your content, campaigns, and buyer experiences requires a deep understanding of customer needs. In this new webinar with expert Jennifer Hodroge, we’ll explore how to leverage insights and customer journey mapping to build personalization strategies that deliver real impact.

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A Q&A Interview with PlantCML Product Marketing Manager and NG9-1-1 Expert Michael Rosen

Customer Interactions

'Michael Rosen, Product Marketing Manager for PlantCML (an EADS North America Company), was one of several NG9-1-1 experts to join our NG 9-1-1 Panel Discussion at APCO recently.* In this Q&A interview, Michael touches on the impact of NG9-1-1 on operations and service levels, and shares some pointers on how you can ensure compatibility with legacy systems and processes, once you make the transition to NG9-1-1.

More Trending

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Do you know why your customers really buy?

InMoment XI

Too many businesses focus solely on the minds of customers and forget the importance of connecting emotionally – to customers’ hearts. What drives their passion, loyalty and engagement? Customers make decisions about staying or leaving a business relationship based upon a multitude of factors – and attitude and emotion play major roles. By collecting feedback in real time, and at all possible customer interaction points, a company can learn firsthand what customers think when interactions happen

Loyalty 150
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Are You Benchmarking? Or Are You Living in a Bubble?

InMoment XI

It’s important to put all of VOC scores and feedback into the broader context – how well do you do stack up against your competitors? I’m talking about benchmarking, which means making comparisons to help you understand the perception of your business relative to the competition in the minds of your customers.

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Are You Benchmarking? Or Are You Living in a Bubble?

InMoment XI

It’s important to put all of VOC scores and feedback into the broader context – how well do you do stack up against your competitors? I’m talking about benchmarking, which means making comparisons to help you understand the perception of your business relative to the competition in the minds of your customers.

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Are You Benchmarking? Or Are You Living in a Bubble?

InMoment XI

It’s important to put all of VOC scores and feedback into the broader context – how well do you do stack up against your competitors? I’m talking about benchmarking, which means making comparisons to help you understand the perception of your business relative to the competition in the minds of your customers.

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Enterprise ABM Marketing Tools: A Marketers Guide

Savvy B2B marketers know that a great account-based marketing (ABM) strategy leads to higher ROI and sustainable growth. In this guide, we’ll cover: What makes for a successful ABM strategy? What are the key elements and capabilities of ABM that can make a real difference? How is AI changing workflows and driving functionality? This Martech Intelligence Report on Enterprise Account-Based Marketing examines the state of ABM in 2024 and what to consider when implementing ABM software.

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Using VOC Data to Drive Change: Part II

InMoment XI

Demanding workloads press in on our workweek. VOC data challenges long-cherished assumptions held by senior leadership about what makes customers tick. We have put so much time and effort into gathering and analyzing the customer voice that we have nothing left to give to action, right? Wrong. Driving change in response to VOC initiatives is what makes a VOC practitioner into an effective customer advocate who drives bottom-line corporate health.

Data 150
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Using VOC Data to Drive Change: Part II

InMoment XI

Demanding workloads press in on our workweek. VOC data challenges long-cherished assumptions held by senior leadership about what makes customers tick. We have put so much time and effort into gathering and analyzing the customer voice that we have nothing left to give to action, right? Wrong. Driving change in response to VOC initiatives is what makes a VOC practitioner into an effective customer advocate who drives bottom-line corporate health.

Data 150
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Using VOC Data to Drive Change: Part II

InMoment XI

Demanding workloads press in on our workweek. VOC data challenges long-cherished assumptions held by senior leadership about what makes customers tick. We have put so much time and effort into gathering and analyzing the customer voice that we have nothing left to give to action, right? Wrong. Driving change in response to VOC initiatives is what makes a VOC practitioner into an effective customer advocate who drives bottom-line corporate health.

Data 150
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The Importance of Employee Engagement

InMoment XI

Engaged employees contribute to the bottom line. As their engagement is reflected in their service to customers, they are helping to create more loyal customers. Highly engaged customers buy more products, refer potential customers to a company, stay longer and give more feedback, which, in turn, gives companies the opportunity to address issues and concerns and preserve potentially lost revenue.

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The Evolving Retailers Fulfillment Strategy: Meeting Demands with Agility

Speaker: Becky Parisotto and John Vurdelja

Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever

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The Importance of Employee Engagement

InMoment XI

Engaged employees contribute to the bottom line. As their engagement is reflected in their service to customers, they are helping to create more loyal customers. Highly engaged customers buy more products, refer potential customers to a company, stay longer and give more feedback, which, in turn, gives companies the opportunity to address issues and concerns and preserve potentially lost revenue.

article thumbnail

The Importance of Employee Engagement

InMoment XI

Engaged employees contribute to the bottom line. As their engagement is reflected in their service to customers, they are helping to create more loyal customers. Highly engaged customers buy more products, refer potential customers to a company, stay longer and give more feedback, which, in turn, gives companies the opportunity to address issues and concerns and preserve potentially lost revenue.

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Are You Delivering on Your Brand Promise?

InMoment XI

A brand promise is the expectations you set with your customers. It’s a combination of the brand purpose and the reality of what the brand can deliver. It defines the benefits a customer can expect to receive when experiencing your brand – at every touchpoint. Customers will select your brand because they know that, every time they choose your brand, they will have the same experience.

Brands 150
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Are You Delivering on Your Brand Promise?

InMoment XI

A brand promise is the expectations you set with your customers. It’s a combination of the brand purpose and the reality of what the brand can deliver. It defines the benefits a customer can expect to receive when experiencing your brand – at every touchpoint. Customers will select your brand because they know that, every time they choose your brand, they will have the same experience.

Brands 150
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4 HR Priorities for 2025 to Supercharge Your Employee Experience

Speaker: Carolyn Clark and Miriam Connaughton

Forget predictions, let’s focus on priorities for the year and explore how to supercharge your employee experience. Join Miriam Connaughton and Carolyn Clark as they discuss key HR trends for 2025—and how to turn them into actionable strategies for your organization. In this dynamic webinar, our esteemed speakers will share expert insights and practical tips to help your employee experience adapt and thrive.

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Are You Delivering on Your Brand Promise?

InMoment XI

A brand promise is the expectations you set with your customers. It’s a combination of the brand purpose and the reality of what the brand can deliver. It defines the benefits a customer can expect to receive when experiencing your brand – at every touchpoint. Customers will select your brand because they know that, every time they choose your brand, they will have the same experience.

Brands 150
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Importance of Executive Buy-In – and How to Get It

InMoment XI

Getting executive buy-in is crucial to any successful VOC program. Here are three main points to keep in mind when working with your executive team.

How To 150
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Importance of Executive Buy-In – and How to Get It

InMoment XI

Getting executive buy-in is crucial to any successful VOC program. Here are three main points to keep in mind when working with your executive team.

How To 150
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Importance of Executive Buy-In – and How to Get It

InMoment XI

Getting executive buy-in is crucial to any successful VOC program. Here are three main points to keep in mind when working with your executive team.

How To 150
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2024 State of Customer Education Report

Customer education has become a key driver for growth, retention, and product adoption. Our latest 2024 State of Customer Education Report uncovers critical data and insights from a survey of over 200 industry leaders, offering a look at the evolving role of education in driving business success. Inside, you'll find data on key trends and strategies, including: Strategies for Scaling & Customization: Find out which investments in learning technology deliver the biggest ROI and scalability.

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Service Untitled» Blog Archive » Customer retention strategies to.

Service Untitled

Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Customer retention strategies to boost your business Cheryl August 12, 2010 Customer Satisfaction , Customer Service Experience , Etiquette , Little Things, Big Differences 1 Comment Making that first impression in business with the appearance of your web site, the decor, the marketing, or just the friendliness of the first company repre

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Service Untitled» Blog Archive » The benefits of a process-focused.

Service Untitled

Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives The benefits of a process-focused organization Cheryl August 27, 2010 Behind the Scenes , Customer Service No Comments Business processes help companies to realize their own organizational objectives so that management can review and realign as the market changes, customer needs change, products change, and strategies change.

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Service Untitled» Blog Archive » Interview with Doria Camaraza.

Service Untitled

Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Interview with Doria Camaraza from American Express – Part 1 of 4 Douglas August 26, 2010 Behind the Scenes , Customer Service Experience , Hiring & Training , Interviews , Specific Companies No Comments About two weeks ago, I interviewed Doria Camaraza, who is is the Senior Vice President and General Manager of Fort Lauderdal

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Service Untitled» Blog Archive » Improve small business 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 Improve small business customer service with a personal touch Cheryl August 30, 2010 Customer Service , Little Things, Big Differences , Proactive , Service Untitled 4 Comments Elizabeth’s online business is selling merchandise on eBay.

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Less Stress, More Success: Accounting Best Practices & Processes for 2025

Speaker: Duke Heninger, Partner and Fractional CFO at Ampleo & Creator of CFO System

Are you ready to elevate your accounting processes for 2025? 🚀 Join us for an exclusive webinar led by Duke Heninger, a seasoned fractional CFO and CPA passionate about transforming back-office operations for finance teams. This session will cover critical best practices and process improvements tailored specifically for accounting professionals.

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Service Untitled» Blog Archive » A customer service lesson from a.

Service Untitled

Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives A customer service lesson from a JetBlue flight attendant Cheryl August 10, 2010 Angry Customers , Customer Service Experience , Specific Companies No Comments A JetBlue flight attendant made all the headlines yesterday when he freaked out on a passenger.

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Service Untitled» Blog Archive » Working on customer service skills

Service Untitled

Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Working on customer service skills Cheryl August 05, 2010 Customer Service Experience , Hiring & Training , Little Things, Big Differences No Comments When a customer service representative delivers great customer service, there is less stress and less hassle.

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Service Untitled» Blog Archive » Ranking customer service for airlines

Service Untitled

Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Ranking customer service for airlines Cheryl August 17, 2010 Customer Service , Little Things, Big Differences , Specific Companies , Surveys 2 Comments US Airways ranked first on reliability after three consecutive months during April, May, and June; showing statistics of 83 percent of flights arriving within 14 minutes of their schedul