January, 2011

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Letting Customers Contribute to the B2B Experience

Customers Rock!

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
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VOC Insight – Imperative to B2B Success?

InMoment XI

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
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What Employers Can Do to Foster Employee Engagement

Service Untitled

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.

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Know your client. intimately?

Very Best Service

'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.

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What Your Financial Statements Are Telling You—And How to Listen!

Speaker: David Worrell, CFO, Author & Speaker

Your financial statements hold powerful insights—but are you truly paying attention? Many finance professionals focus on the income statement while overlooking key signals hidden in the balance sheet and cash flow statement. Understanding these numbers can unlock smarter decision-making, uncover risks, and drive long-term success. Join David Worrell, accomplished CFO, finance expert, and author, for an engaging, nontraditional take on reading financial statements.

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PSIM Is The Foundation Of Next-Generation Security Management

Customer Interactions

'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.

More Trending

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Customer Experience Conference Next Week: NetPromoter

Customers Rock!

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!

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VOC Insight – Imperative to B2B Success?

InMoment XI

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
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Create a “wow” experience and customers will come

Service Untitled

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.

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Customer service definition

Very Best Service

'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.

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State of AI in Sales & Marketing 2025

AI adoption is reshaping sales and marketing. But is it delivering real results? We surveyed 1,000+ GTM professionals to find out. The data is clear: AI users report 47% higher productivity and an average of 12 hours saved per week. But leaders say mainstream AI tools still fall short on accuracy and business impact. Download the full report today to see how AI is being used — and where go-to-market professionals think there are gaps and opportunities.

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Is Your Voice Recording Solution Ready for NG9-1-1?

Customer Interactions

'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
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And Now for Some… ahem… Breaking News…

Brad Cleveland Blog

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.

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VOC Insight – Imperative to B2B Success?

InMoment XI

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
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Listening to the Voice of the Partner

InMoment XI

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
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Next-Gen Cloud Contact Centers For Dummies®

What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.

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Listening to the Voice of the Partner

InMoment XI

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
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Listening to the Voice of the Partner

InMoment XI

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
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The Future of VOC

InMoment XI

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?

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The Future of VOC

InMoment XI

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?

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From Rigid To Resilient: Why Enterprises Need Modular Commerce Now

Speaker: Benjamin Woll, Tiffany Spizzo, and Jaime Santos Alcón

Enterprise commerce is at an inflection point. Rigid, monolithic platforms slow brands down, but a full replatforming is disruptive and costly. Modular architecture offers a flexible, scalable alternative - allowing enterprise brands to modernize without ripping and replacing their entire stack. Learn how a composable approach helps modernize commerce stacks while maintaining control over critical systems.

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The Future of VOC

InMoment XI

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?

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Understanding VOC Objectives

InMoment XI

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
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Understanding VOC Objectives

InMoment XI

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
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Understanding VOC Objectives

InMoment XI

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
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Relevance, Reach, Revenue: How to Turn Marketing Trends From Hype to High-Impact

Speaker: Alexa Acosta, Director of Growth Marketing & B2B Marketing Leader

Marketing is evolving at breakneck speed—new tools, AI-driven automation, and changing buyer behaviors are rewriting the playbook. With so many trends competing for attention, how do you cut through the noise and focus on what truly moves the needle? In this webinar, industry expert Alexa Acosta will break down the most impactful marketing trends shaping the industry today and how to turn them into real, revenue-generating strategies.

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Survey Says…VOC Departments See Change on the Horizon

InMoment XI

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
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Survey Says…VOC Departments See Change on the Horizon

InMoment XI

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
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Survey Says…VOC Departments See Change on the Horizon

InMoment XI

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
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Customer service reality show?

Service Untitled

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.

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Prepare Now: 2025s Must-Know Trends For Product And Data Leaders

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.

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Customer service goes to court?

Service Untitled

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.

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The voice of the customer

Service Untitled

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.

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What customers don’t forget about service

Service Untitled

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?