Customers Rock!

JANUARY 17, 2011

How can companies get their customers more engaged and involved? Social media has been making it easier for user-generated content to appear as part of a brand’s marketing, usually with consumers. If a consumer is truly a loyal fan of that brand, they will be very excited to see their submission being used by their favorite company. There are many, many examples of companies using these tactics for marketing buzz and excitement as part of a social media campaign.

B2B 178

B2B Social Media Customer Experience Travel 178

InMoment XI

JANUARY 24, 2011

Customer relationships are dynamic, never static. Customers’ perceptions and beliefs are continuously evolving. Each customer interaction with your company (either direct or indirect) has the power to strengthen, weaken, or destroy customer relationships. Can you afford the risk of not capturing your customers’ voices on a regular and consistent basis?

B2B 150

B2B Customer Voice Customer relationships Interaction 150

Service Untitled

JANUARY 10, 2011

With the current economic condition, many organizations have been forced to cut costs and reduce staffing levels. These kinds of business decisions can affect the remaining employee’s ability to stay positive and not focus on the negative. Employees need to be actively engaged so they can add value to the organization. The customer experience can be significantly affected when employees are not engaged.

Employee Engagement 71

Employee Engagement Engagement Leadership Culture 71

Very Best Service

JANUARY 27, 2011

'Customer service is entirely about meeting clients expectations and needs. Companies invest very significant amounts of money to finance the gathering of data based on questionnaires and purchasing habits. The most sophisticated are now moving to lifestyle analysis in order to develop more holistic offers. But what about the mood? A "know your client intimately" initiative should allow companies to find out what clients want now and adjust their services accordingly.

Customer Relationship Management 40

Customer Relationship Management CRM Customer relationships Analysis 40

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Customer Interactions

JANUARY 12, 2011

'By Steve Hunt founder of Hunt Business Intelligence. Physical Security Information Management (PSIM, pronounced P-sim) is a concept introduced to the physical security world in 2006. The idea behind it is that all of the stuff of security is actually data; data, which once contextualized and analyzed, may become information – information for making better business decisions.

Management 29

Management Technology Report Data 29

Customers Rock!

JANUARY 27, 2011

I was recently contacted by the team running the Net Promoter Conference in Miami Beach next week, February 3 and 4. If you are a customer experience or other customer-centric professional, this is one event you should consider attending. I was fortunate enough to be able to interview Richard Owen, CEO of Satmetrix (who I have interviewed previously on Customers Rock!

Conference 103

Conference Customer Experience Insurance Customer Centricity 103

InMoment XI

JANUARY 24, 2011

Customer relationships are dynamic, never static. Customers’ perceptions and beliefs are continuously evolving. Each customer interaction with your company (either direct or indirect) has the power to strengthen, weaken, or destroy customer relationships. Can you afford the risk of not capturing your customers’ voices on a regular and consistent basis?

B2B 150

B2B Customer Voice Customer relationships Interaction 150

Service Untitled

JANUARY 28, 2011

Customer experiences ultimately make the difference between customers walking through the door of your business or that of your competition. It doesn’t happen by chance because all functions in an organization need to be aligned in order for the process to run perfectly. We want those customers to become fans; think Pittsburgh Steelers and Greenbay Packers Superbowl – the ultimate in “wow&# experience.

Customer Experience 59

Customer Experience Knowledge Base Loyalty Customers 59

Very Best Service

JANUARY 20, 2011

'How to define customer service? Agreeing an universal customer service definition is not an easy task. Numerous procedures, books and manuals illustrate the excellent contributions made to come up with the best customer service definition. The formula is then applied to the business environment in an attempt to define a rigid framework for customer service.

Customer Service 40

Customer Service Customer Satisfaction Customers Sales 40

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Data

Customer Interactions

JANUARY 10, 2011

'With all the excitement and buzz surrounding NG9-1-1, you might have missed one important question: "When Next Gen 9-1-1 comes to your 9-1-1 center, will your voice recording solution be ready?" Read this article in the December 2010 issue of APCO’s Public Safety Communication Magazine, written by NICE Systems’ John Rennie and Diamond Chaflawee, to find out.

System 29

System Communication 29

Brad Cleveland Blog

JANUARY 11, 2011

A few month back, the Wall Street Journal ran a piece that concludes that “companies are trying harder to please customers amid the recession – and it appears to be working.

Customer Satisfaction 20

Customer Satisfaction Company Contact Center Call Center 20

InMoment XI

JANUARY 24, 2011

Customer relationships are dynamic, never static. Customers’ perceptions and beliefs are continuously evolving. Each customer interaction with your company (either direct or indirect) has the power to strengthen, weaken, or destroy customer relationships. Can you afford the risk of not capturing your customers’ voices on a regular and consistent basis?

B2B 150

B2B Customer Voice Customer relationships Interaction 150

InMoment XI

JANUARY 17, 2011

Companies steeped in listening to their customers and employees too often dismiss extending the same opportunity to their partners and resellers as unnecessary, a luxury, or even a dangerous gesture that may send to partners the wrong message about the power distribution in the relationship. But partners have a unique perspective on your organization, seeing things not as a direct employee or a customer, but as a special third-party to your organization, aligned with your company, products and s

Company 150

Company Customers 150

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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.

Voice of Customer

InMoment XI

JANUARY 17, 2011

Companies steeped in listening to their customers and employees too often dismiss extending the same opportunity to their partners and resellers as unnecessary, a luxury, or even a dangerous gesture that may send to partners the wrong message about the power distribution in the relationship. But partners have a unique perspective on your organization, seeing things not as a direct employee or a customer, but as a special third-party to your organization, aligned with your company, products and s

Company 150

Company Customers 150

InMoment XI

JANUARY 17, 2011

Companies steeped in listening to their customers and employees too often dismiss extending the same opportunity to their partners and resellers as unnecessary, a luxury, or even a dangerous gesture that may send to partners the wrong message about the power distribution in the relationship. But partners have a unique perspective on your organization, seeing things not as a direct employee or a customer, but as a special third-party to your organization, aligned with your company, products and s

Company 150

Company Customers 150

InMoment XI

JANUARY 10, 2011

Voice of the Customer (VOC) objectives are vital for any organization and provide roadmap to a successful VOC program. It's like going into a new city and trying to navigate without a map or GPS. Without having clear directions to the address, you can spend a lot of time, resources, and energy trying to get to your destination. The same applies to your VOC program objectives.

Roadmap 150

Roadmap Resources Customers 150

InMoment XI

JANUARY 11, 2011

Winston Churchill once said, “However beautiful the strategy, you should occasionally look at the results.” The feedback product of the future should give companies an easy way to “look” and extract value from customer and employee feedback. It should be designed and built around company staff roles and their typical tactical and strategic needs. What should be a feedback manager’s approach to social media?

Social Media 150

Social Media Feedback Strategy Company 150

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.

Trends

InMoment XI

JANUARY 10, 2011

Voice of the Customer (VOC) objectives are vital for any organization and provide roadmap to a successful VOC program. It's like going into a new city and trying to navigate without a map or GPS. Without having clear directions to the address, you can spend a lot of time, resources, and energy trying to get to your destination. The same applies to your VOC program objectives.

Roadmap 150

Roadmap Resources Customers 150

InMoment XI

JANUARY 11, 2011

Winston Churchill once said, “However beautiful the strategy, you should occasionally look at the results.” The feedback product of the future should give companies an easy way to “look” and extract value from customer and employee feedback. It should be designed and built around company staff roles and their typical tactical and strategic needs. What should be a feedback manager’s approach to social media?

Social Media 150

Social Media Feedback Strategy Company 150

InMoment XI

JANUARY 10, 2011

Voice of the Customer (VOC) objectives are vital for any organization and provide roadmap to a successful VOC program. It's like going into a new city and trying to navigate without a map or GPS. Without having clear directions to the address, you can spend a lot of time, resources, and energy trying to get to your destination. The same applies to your VOC program objectives.

Roadmap 150

Roadmap Resources Customers 150

InMoment XI

JANUARY 11, 2011

Winston Churchill once said, “However beautiful the strategy, you should occasionally look at the results.” The feedback product of the future should give companies an easy way to “look” and extract value from customer and employee feedback. It should be designed and built around company staff roles and their typical tactical and strategic needs. What should be a feedback manager’s approach to social media?

Social Media 150

Social Media Feedback Strategy Company 150

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.

Connections

InMoment XI

JANUARY 4, 2011

Many VOC professionals have realized that in order to add value to the organization, they must spend less time telling a VOC story and more time telling a business story. Think of this new approach as a fundamental mental shift starting with the VOC leadership team. You must ensure that the data you collect is actionable and relevant to other business leaders in the organization.

Survey 150

Survey Leadership Data 150

InMoment XI

JANUARY 4, 2011

Many VOC professionals have realized that in order to add value to the organization, they must spend less time telling a VOC story and more time telling a business story. Think of this new approach as a fundamental mental shift starting with the VOC leadership team. You must ensure that the data you collect is actionable and relevant to other business leaders in the organization.

Survey 150

Survey Leadership Data 150

InMoment XI

JANUARY 4, 2011

Many VOC professionals have realized that in order to add value to the organization, they must spend less time telling a VOC story and more time telling a business story. Think of this new approach as a fundamental mental shift starting with the VOC leadership team. You must ensure that the data you collect is actionable and relevant to other business leaders in the organization.

Survey 150

Survey Leadership Data 150

Service Untitled

JANUARY 25, 2011

In Great Britain, Mary Portas used to help failing businesses get back on the right path, but now she has changed sides and stars in a customer service reality show. I admit I sometimes get hooked on reality shows; American Idol, New Jersey Housewives, and a few others, but now we make way for hidden cameras and mystery shoppers as the lack of customer service is exposed for all the world to see.

Customer Service 54

Customer Service Retail Customer Centricity Customers 54

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

Customer Experience

Service Untitled

JANUARY 4, 2011

The case of Systemgraph, a support company approved by Apple, and Greek physician Dimitris Papadimitriadis are becoming an Internet sensation, and it’s all about customer service or the lack thereof – depending which side you find defensible that is. Papadimitriadis had trouble with his iMac and took it to Systemgraph for repair. He did not purchase the computer from Systemgraph.

Customer Service 51

Customer Service Customers Company 51

Service Untitled

JANUARY 20, 2011

Every business knows in order to keep customers, the organization needs to understand what is important. For instance, a company concentrates on core values including hiring, firing, promotions, slogans, and of course the products and services. In the normal realm of business, as we all look for the leading edge, it is most frequently price competition or offering more features at more attractive prices that bring us new customers and keep the old ones.

Customer Centricity 48

Customer Centricity Customer Service Training Culture Customers 48

Service Untitled

JANUARY 27, 2011

The top companies never create doubt with their customers. They provide flawless service of the highest caliber thus creating high levels of customer trust. Not every company can operate as consistently as the Ritz Carlton or Zappos, but positive problem resolution can build customer engagement. Now the question is how can an organization that experiences a problem regain their professional composure and still maintain that ever sought after customer engagement?

Wireless 46

Wireless Social Media Customers Customer Engagement 46