February, 2011

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Just How Powerful is VOC?

InMoment XI

Could your loyalty, satisfaction and engagement surveys also behave as sort of “leading indicators” that affect performance in other areas of your company? If customers are more engaged, will they buy more product? Will they recommend you? Will this have any bearing on inventory, staffing or R&D? Think about designing your VOC program with the intent that the data can trickle down to show relevance in your day-to-day operations and business outcomes.

Loyalty 150
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Customer service representatives are heroes too

Service Untitled

On January 21, a customer service agent for 39DollarGlasses.com has been lauded as a hero after some quick thinking. Customer service representative Donna Petrosini was speaking with Karen Ford, a customer since 2008, when Ford began to slur her words and dropped the phone. And 800 miles away, Karen Ford, a wheelchair bound Northwest Georgia resident was indeed in trouble.

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Online customer service : make sure it is not frosty

Very Best Service

'Online customer service The development of online customer service delivery has made it more difficult to establish warm relationships with customers. A new challenge facing customer service training is to ensure that despite the lack of direct human contact, customer service representatives are able to engage with customers, develop a personal contact and above all that the relationships do not become frosty , especially on social media channels where it is witnessed by millions.

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New Airport Response Coordination Center and NICE Situator - A New Era of Technological Advancement for LAX

Customer Interactions

'What does it take to be “one of the most technologically advanced airports in the nation?” Check out this Youtube video on the dedication of the new LAX Airport Response Coordination Center. The new 9000-square foot center houses police, fire and airport personnel under one roof and boasts new software programs, like NICE Situator, to boost airport security and safety.

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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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Just How Powerful is VOC?

InMoment XI

Could your loyalty, satisfaction and engagement surveys also behave as sort of “leading indicators” that affect performance in other areas of your company? If customers are more engaged, will they buy more product? Will they recommend you? Will this have any bearing on inventory, staffing or R&D? Think about designing your VOC program with the intent that the data can trickle down to show relevance in your day-to-day operations and business outcomes.

Loyalty 150

More Trending

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Bringing Unsanctioned Surveys to Heel

InMoment XI

The names we give them vary from company to company: rogue, unofficial, unsanctioned, ghost, one-off. Voice of Customer (VOC) experts appreciate the power of a neat customer feedback strategy. But in many organizations, there is no central authority governing how, when and why customers are surveyed. When your customers are surveyed in a disjointed, illogical and inconsistent manner, both your VOC initiative and your customer relationships suffer.

Survey 150
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Bringing Unsanctioned Surveys to Heel

InMoment XI

The names we give them vary from company to company: rogue, unofficial, unsanctioned, ghost, one-off. Voice of Customer (VOC) experts appreciate the power of a neat customer feedback strategy. But in many organizations, there is no central authority governing how, when and why customers are surveyed. When your customers are surveyed in a disjointed, illogical and inconsistent manner, both your VOC initiative and your customer relationships suffer.

Survey 150
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Bringing Unsanctioned Surveys to Heel

InMoment XI

The names we give them vary from company to company: rogue, unofficial, unsanctioned, ghost, one-off. Voice of Customer (VOC) experts appreciate the power of a neat customer feedback strategy. But in many organizations, there is no central authority governing how, when and why customers are surveyed. When your customers are surveyed in a disjointed, illogical and inconsistent manner, both your VOC initiative and your customer relationships suffer.

Survey 150
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Averages are Just So-So

InMoment XI

Survey results that are presented as “average scores” can easily miss the mark. What does an average satisfaction score of 7.78 really mean? Presenting metrics that everyone can understand and act on is a critical component of any Customer Satisfaction / Customer Loyalty program, and it need not be very difficult.

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

Speaker: Amanda Adams, Fractional CFO, CPA

Are you ready to elevate your accounting processes for 2025? 🚀 Join us for an exclusive webinar led by Amanda Adams, 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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Averages are Just So-So

InMoment XI

Survey results that are presented as “average scores” can easily miss the mark. What does an average satisfaction score of 7.78 really mean? Presenting metrics that everyone can understand and act on is a critical component of any Customer Satisfaction / Customer Loyalty program, and it need not be very difficult.

article thumbnail

Averages are Just So-So

InMoment XI

Survey results that are presented as “average scores” can easily miss the mark. What does an average satisfaction score of 7.78 really mean? Presenting metrics that everyone can understand and act on is a critical component of any Customer Satisfaction / Customer Loyalty program, and it need not be very difficult.

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Social Media Best Practices for Contact Centers

InMoment XI

Social media offers customer service professionals a great opportunity to leverage a new channel for customer feedback and enhanced communications. By establishing social media as a shared resource, contact center managers can identify new ways to enhance the quantity, quality and value of electronic communications.

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Social Media Best Practices for Contact Centers

InMoment XI

Social media offers customer service professionals a great opportunity to leverage a new channel for customer feedback and enhanced communications. By establishing social media as a shared resource, contact center managers can identify new ways to enhance the quantity, quality and value of electronic communications.

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Frost Radar: Voice of Customer Analytics, 2024

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.

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Social Media Best Practices for Contact Centers

InMoment XI

Social media offers customer service professionals a great opportunity to leverage a new channel for customer feedback and enhanced communications. By establishing social media as a shared resource, contact center managers can identify new ways to enhance the quantity, quality and value of electronic communications.

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It’s charm school for Delta Airlines

Service Untitled

When Delta merged with Northwest Airlines, it seemed just to make a wider venue for the endless lack of customer service and concern. Delta received the highest rate of customer complaints filed with the Department of Transportation for the first nine months of last year, and they were only one step above dead last for on time arrivals and baggage handling through November.

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Employee recognition beneficial to customer service

Service Untitled

If you’re in business, you’re in customer service, and direct employee satisfaction and customer satisfaction are ultimately intertwined. So why not hedge your bets and recognize employees for their time and effort? If you see employees as important investments, then you realize the need to show appreciation for jobs well done, time spent serving your company, and those extra steps some staff members always seem to demonstrate that make us as company owners and compassionate humans j

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Making better business by exceeding customer expectations

Service Untitled

Most of us are busy setting appropriate expectations for our customers. We have found that consistently great service, honesty, and integrity are very important priorities, and it’s always better to be consistently good rather than great just once in a while. Loyal customers are those who have stayed with organizations because of the high quality of their products or services over a continuous period of time.

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

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.

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Rate customer service from your iPhone

Service Untitled

A new customer rating service is now available on your iPhone as Tello officially arrived at the App Store. It can be used to rate nearby businesses in your iPhone geolocation. Once you find or enter a business, you enter the name of the employee you want to rate. A thumbs up or thumbs down icon appears, and if you want to spend a bit more time about your good or bad experience, you can enter a brief comment.

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How customer service impacts company branding

Service Untitled

Through design, an organization presents their brand. Through tag-lines, the identity of a company’s brand is described and thus promoted. Marketing campaigns then proceed to develop brand recognition, but if that were all that any organization had to do to promote their particular company, many of us in customer service would be out of a job.

Brands 49
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Customer advisory boards help to gain valuable insight

Service Untitled

The more an organization understands how their company is performing and what works or not works can determine success or failure. What better way to gain an understanding of customer experiences and their relevant needs than by creating a representative group of customers who can offer advice on products, services, and a company’s future direction?

Meeting 48
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What we learn from customer review sites

Service Untitled

The other day I wrote about Tello , an iPhone app that customers can use to rate customer service. CEO Joe Beninato stated his reviews were primarily intended to thank employees for their excellent customer service. What happens, however when review sites become the venue for disgruntled and grudge carrying individuals or even competing companies? Feedback on product or service reviews can actually help organizations to improve.

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HR Meets AI: The New Way of Keeping Large Workforces Connected and Engaged

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.

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Inexpensive customer surveys can provide valuable feedback

Service Untitled

At one time only large organizations could afford the expense of customer surveys. Third party companies would construct and conduct the questionnaire, send them out to customers and clients, and tally up the results. Unfortunately, by the time the results came back, the product or the service was outdated. Surveys need to provide immediate actionable information that can boost performance and build trust and confidence.

Survey 46
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When customer service defines a business culture

Service Untitled

Culture is how an organization operates whether you chalk it up to customs, attitudes, or etiquette. It’s difficult to define because every business has a culture, but how effectively does it serve a company, and if we want to transform our culture can we really do it? I doubt there’s a customer service story about successful culture that does not include the examples of Zappos or the Ritz Carlton, but don’t we all want our own unique successful culture?

Culture 46
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Of car dealerships and customer service

Service Untitled

Jaguar of North America has just been recognized as a JD Power 2011 Customer Service Champion which means they have excelled in their own industry by delivering superior service to their US customers. Part of the criteria used to measure customer satisfaction were the “touch points&# of people, presentation, process, product, and price. According to JD Power, Jaguar is noted for standing out by satisfying customers with new-vehicle sales experiences.

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Building respect as part of your company culture

Service Untitled

Out of the top industries which include airlines, banks, cell phone services, credit cards, hotels, insurance firms, internet providers, investment companies, medical insurance, and retailers, consumers ultimately choose good customer service over low prices. While low prices certainly entice us to buy from someone, a bad experience and a lack of respect can drive that customer away in a New York moment.

Culture 44
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eCommerce in 2025: How Customer Experience Drives Online Retail Success

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

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Internet retailers should capitalize on customer service

Service Untitled

Much of retail has shifted from brick and mortar to internet shopping. We can shop anytime; the e-commerce site doesn’t close at 9:00 PM, no need to find a parking space, and a ton of other conveniences including saving $3.40 per gallon of gas to drive to the stores. Customers are definitely interested in low competitive prices, but if you’re a small to medium company, there’s going to be a problem competing with the large companies, so the focus is going to have to fall on cus

Retail 41
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Check Sheet – Why Use a Check Sheet?

Service Untitled

Check sheets (or tally sheets) are one of the seven management tools that organizations use to gather information to help monitor and improve quality. The beauty of using a check sheet is that it provides data (facts) about how a process is working and offers information about improvement opportunities. The check sheet collects data for the number of times an event occurs.

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Top customer service

Very Best Service

'There is simply no alternative. In terms of customer service, companies should always aim for the top. But, very importantly, always chose the easiest route and make sure that you do not take risks that could endanger the whole enterprise. Ultimately, a puff of smoke might even signal total customer satisfaction.