Customers Rock!

DECEMBER 6, 2010

Social media has brought the customer experience more in-focus than ever before, and this became very apparent during the start of the 2010 holiday shopping season on Black Friday and Cyber Monday. Consumers made their lists of who had the best deals, based on what they learned on Twitter and other sites. The brave ones, armed with their mobile phones, made the trek into the brick-and-mortar retail stores to fight the crowds for their coveted items.

Social Media 173

Social Media Consumers Retail Report 173

InMoment XI

DECEMBER 30, 2010

Join us for Allegiance Radio in 2011. Every week, Allegiance will announce the weekly topic and time along with the URL to connect to the live broadcasts. These will come as tweets on the Allegiance Twitter account or Allegiance on Facebook. You are invited to “call in” to chat live on the air, or you can listen after the airing of the broadcast via podcast on iTunes or any other audio playback device.

Social Media 150

Social Media Connections 150

Service Untitled

DECEMBER 20, 2010

Every business is bound to have unhappy customers; there’s always some variable that can go wrong despite all safeguards to make things perfect. Great customer service extends beyond answering the phone after two rings, beyond the twitter and Facebook entries, and even beyond the gentle ego stroking of an already angry customer. The Society for New Communications Research, which tracks the latest trends and best practices in communication and social media, states that 59 percent of consume

Customer Service 57

Customer Service Social Media Customers Communication 57

Annie Tsai

DECEMBER 27, 2010

The short answer is "Yes". The long answer is something like this: often yes, sometimes not because customers reaching out to you are often consumed with their task at hand, but usually yes because your tone or lack of spark can be a dead giveaway. The more relevant question is this: Does you feeling "bleh" […].

Consumers 40

Consumers Customers Customer Experience 40

Speaker: Becky Parisotto

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

Retail

Very Best Service

DECEMBER 20, 2010

'For better or for worse. Customer relationship management is all about working together, not imposing what suits one party or the other. Irrespective of the initial engagement, companies which can demonstrate flexibility, and wish for the relationship to succeed, will stimulate their customers to adopt the same behaviour. And, long after the wedding day all will live in harmony in the long term.

Customer Service 40

Customer Service Management Customer Relationship Management Customer relationships 40

InMoment XI

DECEMBER 30, 2010

Join us for Allegiance Radio in 2011. Every week, Allegiance will announce the weekly topic and time along with the URL to connect to the live broadcasts. These will come as tweets on the Allegiance Twitter account or Allegiance on Facebook. You are invited to “call in” to chat live on the air, or you can listen after the airing of the broadcast via podcast on iTunes or any other audio playback device.

Social Media 150

Social Media Connections 150

InMoment XI

DECEMBER 30, 2010

Join us for Allegiance Radio in 2011. Every week, Allegiance will announce the weekly topic and time along with the URL to connect to the live broadcasts. These will come as tweets on the Allegiance Twitter account or Allegiance on Facebook. You are invited to “call in” to chat live on the air, or you can listen after the airing of the broadcast via podcast on iTunes or any other audio playback device.

Social Media 150

Social Media Connections 150

InMoment XI

DECEMBER 20, 2010

The design of any world-class customer feedback program should include a closed loop process that makes the customers feel that they have been heard and promotes learning about what to do to improve the business in ways that drive customer satisfaction and loyalty.

Customer Satisfaction 150

Customer Satisfaction Loyalty Feedback Customers 150

InMoment XI

DECEMBER 20, 2010

The design of any world-class customer feedback program should include a closed loop process that makes the customers feel that they have been heard and promotes learning about what to do to improve the business in ways that drive customer satisfaction and loyalty.

Customer Satisfaction 150

Customer Satisfaction Loyalty Feedback Customers 150

Speaker: Carolyn Clark and Miriam Connaughton

The future of HR is here, and it's all about collaboration, innovation, and impact. Join us for a forward-thinking session where seasoned experts Miriam and Carolyn will share insights and practical strategies to help you stay ahead of evolving HR trends. Discover how to build strong partnerships with internal teams to craft a transparent, authentic, and connected workforce experience.

Employee Experience

InMoment XI

DECEMBER 20, 2010

The design of any world-class customer feedback program should include a closed loop process that makes the customers feel that they have been heard and promotes learning about what to do to improve the business in ways that drive customer satisfaction and loyalty.

Customer Satisfaction 150

Customer Satisfaction Loyalty Feedback Customers 150

InMoment XI

DECEMBER 20, 2010

The design of any world-class customer feedback program should include a closed loop process that makes the customers feel that they have been heard and promotes learning about what to do to improve the business in ways that drive customer satisfaction and loyalty.

Customer Satisfaction 150

Customer Satisfaction Loyalty Feedback Customers 150

InMoment XI

DECEMBER 13, 2010

The focus of VOC is not to gather more surveys and data; it is to create actionable business intelligence that moves the needle. VOC practitioners are not great at this second part today, but getting better, and quickly. This is the reason VOC programs are gaining quick adoption now when they have stalled in the past. VOC best practices require a shift from data gathering, creating charts and reports, to providing prescriptive and predictive outcomes that support a business story.

Survey 150

Survey Report Data 150

InMoment XI

DECEMBER 13, 2010

The focus of VOC is not to gather more surveys and data; it is to create actionable business intelligence that moves the needle. VOC practitioners are not great at this second part today, but getting better, and quickly. This is the reason VOC programs are gaining quick adoption now when they have stalled in the past. VOC best practices require a shift from data gathering, creating charts and reports, to providing prescriptive and predictive outcomes that support a business story.

Survey 150

Survey Report Data 150

Advertisement

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.

Report

InMoment XI

DECEMBER 13, 2010

The focus of VOC is not to gather more surveys and data; it is to create actionable business intelligence that moves the needle. VOC practitioners are not great at this second part today, but getting better, and quickly. This is the reason VOC programs are gaining quick adoption now when they have stalled in the past. VOC best practices require a shift from data gathering, creating charts and reports, to providing prescriptive and predictive outcomes that support a business story.

Survey 150

Survey Report Data 150

InMoment XI

DECEMBER 6, 2010

After months of client meetings, focus groups and quantitative studies, one thing stands out: data is everywhere, and VOC pros want help making decisions from their mountains of data. That’s why we are committed to accelerating the delivery of actionable business intelligence from VOC data. It’s not about gathering more survey data, it’s about the insights business leaders need to move the needle.

Voice of Customer 150

Voice of Customer Study Groups Survey 150

InMoment XI

DECEMBER 6, 2010

After months of client meetings, focus groups and quantitative studies, one thing stands out: data is everywhere, and VOC pros want help making decisions from their mountains of data. That’s why we are committed to accelerating the delivery of actionable business intelligence from VOC data. It’s not about gathering more survey data, it’s about the insights business leaders need to move the needle.

Voice of Customer 150

Voice of Customer Study Groups Survey 150

InMoment XI

DECEMBER 6, 2010

After months of client meetings, focus groups and quantitative studies, one thing stands out: data is everywhere, and VOC pros want help making decisions from their mountains of data. That’s why we are committed to accelerating the delivery of actionable business intelligence from VOC data. It’s not about gathering more survey data, it’s about the insights business leaders need to move the needle.

Voice of Customer 150

Voice of Customer Study Groups Survey 150

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.

Data

Service Untitled

DECEMBER 21, 2010

As service professionals, we all understand the commitment and effort needed to acquire new and retain our existing customers. But what about the customer who has decided to leave? What do we typically do for them? In his book It’s Your Ship , Michael Abrashoff talked about how important it was to give a warm send off and thank you for Navy personnel who served under him but opted not to re-enlist.

Insurance 46

Insurance Contact Center Customers Customer Experience 46

Service Untitled

DECEMBER 3, 2010

Since it’s getting cold in most of the United States, I thought I might end the week with a few words about the Key West Marriott Beachside Hotel which has just been awarded the Marriott’s Customer Excellence Award for demonstrating exemplary guest services. It is classified as a luxury AAA 4 Diamond hotel on seven and one-half acres of waterfront property.

Hotels 46

Hotels Tips Culture Customer Service 46

Service Untitled

DECEMBER 2, 2010

The Business Impact of Customer Experience Report 2010 examines how customer experiences affect the overall success of businesses: - It affects a customer’s intent to purchase from a particular organization. - It affects the likelihood of a customer switching to a competitor. - It affects the likelihood of a customer to recommend the business or organization to a friend, coworker, or relative.

Customer Experience 46

Customer Experience Policies Customers Feedback 46

Service Untitled

DECEMBER 29, 2010

This year may be fading away swiftly, but a better, new one is on the horizon. So what does that mean? Well, it means that we all make plans for a successful new adventure into a promising new time, however the basic ingredients of success haven’t changed nor does it change with the drop of a brightly lit ball in Times Square at the stroke of midnight.

Customer Satisfaction 46

Customer Satisfaction How To Customers Innovation 46

Advertisement

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.

Voice of Customer

Service Untitled

DECEMBER 10, 2010

You’re most likely sending out emails, brochures, and promotions with greetings of the season, but what happens after the lights are removed and the tree is packed away? Are you still showing your customers that you appreciate their business all year round? You want to show sincere appreciation for customer patronage and want them to feel valued for making the choice of spending their hard-earned money at your organization.

Customer Service 46

Customer Service Social Media Trends Resources 46

Service Untitled

DECEMBER 30, 2010

Can you even imagine waiting all year for a great holiday weekend, and then getting stranded at an airport not just for hours, but two or three days? Travelers are blaming the airlines for not being prepared. The airlines have always used weather conditions as their fall back , but consumer advocates state that they should have been prepared. Thousands of stranded passengers couldn’t get through to reservation agents to rebook their flights.

Airlines 44

Airlines Travel Transportation Call Center 44

Service Untitled

DECEMBER 24, 2010

A Christmas Customer Satisfaction Index survey showed Amazon as the top online retailer to best satisfy consumers during the busy holiday shopping season. The study, done by Fore See Results stated that Amazon offered the safest and best online opportunities, but also showed the lesser e-commerce sites slipping and failing to meet the improving standards of the larger companies.

Customer Satisfaction 44

Customer Satisfaction Rewards Programs Retail Social Media 44

Service Untitled

DECEMBER 13, 2010

In Flanders, New Jersey, George Filimonchuk planned his Black Friday shopping expedition at Walmart. He received a flyer two days earlier advertising Walmart’s sale of a 32″ Emerson LCD television for $198 which Filimonchuk had planned to present to his teenage daughter Alexis for Christmas. He made arrangements for Alexis to sleep over at one of her friend’s home so he could be sure the television would be a surprise.

Customer Satisfaction 44

Customer Satisfaction Retail Advertising Government 44

Speaker: Jay Allardyce, Deepak Vittal, Terrence Sheflin, and Mahyar Ghasemali

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

Service Untitled

DECEMBER 6, 2010

It seems that bad customer service can benefit a business, and while companies scurry to hide their bad reviews and complaints from customers, others revel in the dishonesty. Let’s take the latest example of Decor My Eyes, an online glasses and eye wear shop owned by the unsavory character, Vitaly Borker. His mission statement echos, “if a customer costs him money, he tells them where to go.&#.

Fashion 44

Fashion Social Media Customer Service Representative Customers 44

Service Untitled

DECEMBER 28, 2010

Christmas is the time for good will toward shoppers, and with that in mind, Target, Wal-Mart, and Best Buy have dropped their re-stocking fees to boost customer service. Ethan Jones, a customer service administrator for Best Buy assures customers that as long as everything is returned in the original box, all re-stocking fees will be waived. Other stores, in an effort to boost customer loyalty offer generous return policies.

Retail 43

Retail Airlines Policies Customer Satisfaction 43

Service Untitled

DECEMBER 16, 2010

While successful businesses have always been about price, quality, and customer service, what can an organization do to guarantee that a particular customer will keep coming back? With so much competition out there and everyone trying to outdo each other, building customer loyalty is not an easy task. No matter how you address it, customer loyalty emanates from excellent customer service.

Loyalty 43

Loyalty Loyalty Programs Course Consumers 43