Customers Rock!

MAY 5, 2011

I am so excited to share the news with all of you that I have a book coming out in July! And it is thanks to you, my faithful Customers Rock! readers, that it is happening. The book is called The Hidden Power of Your Customers: Four Keys to Growing Your Business Through Existing Customers , being published by John Wiley & Sons. The hardcover edition will be released on July 20, with eReader versions to follow.

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Social Media Customer Centricity Case Study Loyalty 198

InMoment XI

MAY 19, 2011

As a light snow fell in Park City, Utah, hundreds of Voice of Customer (VOC) professionals and customer intelligence experts gathered for day two of the Allegiance Engage Summit. Attendees enjoyed great speakers and hands-on workshops that focused on how to uncover and apply insights from customer feedback to achieve positive business outcomes. Read on for some highlights of Tuesday's speakers.

Engagement 150

Engagement Voice of Customer Feedback How To 150

QuestionPro Audience

MAY 17, 2011

While online research is poised to remain the data collection mode of choice for most researchers, the acquisition of a reliable online sample can account for more than 40% of a typical research project. In addition to offering cost-effective research software solutions to ease the financial burden on research and marketing professionals, QuestionPro has taken another step to offer its customers access to quality sample through the MicroPanel Network – Proprietary panels that consist of consumer

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Survey B2B Financial Study 150

Service Untitled

MAY 2, 2011

Customers frequently offer feedback; sometimes it is solicited, and sometimes it comes back as a complaint or a question. No matter how the delivery, it comes down to what you do with the feedback that keeps customers and affords an organization the opportunity to build customer loyalty. More often customers are displeased with a company’s service than with the product.

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Culture Customer Service Banking How To 50

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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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Very Best Service

MAY 31, 2011

'The farming community knows a thing or two about delivering real results despite unpredictable and changing market conditions. The parallels which exist between agriculture and customer service and marketing are not used enough and yet they could assist in the design and delivery of a clear customer-focused strategy. Chose the best food to grow, select the crops, prepare the soil, plant the seeds, use (or not) fertilizers, provide water when needed, harvest, select, calibrate, taste, store.

Customer Service Training 40

Customer Service Training Customers Training Customer Service 40

Brad Cleveland Blog

MAY 20, 2011

Are we headed in the right direction? Do our priorities make sense? What would you do if you were in our shoes? At ICMI, we are often asked these and related questions (they usually come up in the context of working on specific projects or issues with clients). They are good. They are important.

Contact Center 20

Contact Center Call Center Leadership Customer Service 20

InMoment XI

MAY 19, 2011

As a light snow fell in Park City, Utah, hundreds of Voice of Customer (VOC) professionals and customer intelligence experts gathered for day two of the Allegiance Engage Summit. Attendees enjoyed great speakers and hands-on workshops that focused on how to uncover and apply insights from customer feedback to achieve positive business outcomes. Read on for some highlights of Tuesday's speakers.

Engagement 150

Engagement Voice of Customer Feedback How To 150

InMoment XI

MAY 19, 2011

As a light snow fell in Park City, Utah, hundreds of Voice of Customer (VOC) professionals and customer intelligence experts gathered for day two of the Allegiance Engage Summit. Attendees enjoyed great speakers and hands-on workshops that focused on how to uncover and apply insights from customer feedback to achieve positive business outcomes. Read on for some highlights of Tuesday's speakers.

Engagement 150

Engagement Voice of Customer Feedback How To 150

InMoment XI

MAY 17, 2011

A sold out attendance Voice of Customer (VOC) professionals and Customer Intelligence experts gathered Monday at the Allegiance Engage Summit to share experiences and discover new ways to leverage customer insights to drive business growth. Read on for some highlights from today’s speakers.

Engagement 150

Engagement Voice of Customer Customer Insights Customer Experience 150

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.

Data

InMoment XI

MAY 17, 2011

A sold out attendance Voice of Customer (VOC) professionals and Customer Intelligence experts gathered Monday at the Allegiance Engage Summit to share experiences and discover new ways to leverage customer insights to drive business growth. Read on for some highlights from today’s speakers.

Engagement 150

Engagement Voice of Customer Customer Insights Customer Experience 150

InMoment XI

MAY 17, 2011

A sold out attendance Voice of Customer (VOC) professionals and Customer Intelligence experts gathered Monday at the Allegiance Engage Summit to share experiences and discover new ways to leverage customer insights to drive business growth. Read on for some highlights from today’s speakers.

Engagement 150

Engagement Voice of Customer Customer Insights Customer Experience 150

InMoment XI

MAY 11, 2011

The amount of customer feedback coming from social media channels is growing rapidly. Companies who don’t capture and analyze this feedback are missing or ignoring a large percentage of the valuable information that could be helpful to their business. Therefore, many businesses are turning to text analytics systems and technologies to automatically process and analyze text in all its forms and transform it to be utilized in identifying trends, early warning signs, product issues, suggestions for

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Social Media Analytics Trends Feedback 150

InMoment XI

MAY 11, 2011

The amount of customer feedback coming from social media channels is growing rapidly. Companies who don’t capture and analyze this feedback are missing or ignoring a large percentage of the valuable information that could be helpful to their business. Therefore, many businesses are turning to text analytics systems and technologies to automatically process and analyze text in all its forms and transform it to be utilized in identifying trends, early warning signs, product issues, suggestions for

Social Media 150

Social Media Analytics Trends Feedback 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

MAY 11, 2011

The amount of customer feedback coming from social media channels is growing rapidly. Companies who don’t capture and analyze this feedback are missing or ignoring a large percentage of the valuable information that could be helpful to their business. Therefore, many businesses are turning to text analytics systems and technologies to automatically process and analyze text in all its forms and transform it to be utilized in identifying trends, early warning signs, product issues, suggestions for

Social Media 150

Social Media Analytics Trends Feedback 150

InMoment XI

MAY 4, 2011

One of the keys to being successful in the use of social media marketing is actually not talking at all; rather, it is listening to the existing conversation taking place online. Proactive listening to the customer conversation is critical to the creation of the appropriate social media communication plan.

Social Media 150

Social Media Communication Marketing Customers 150

InMoment XI

MAY 4, 2011

One of the keys to being successful in the use of social media marketing is actually not talking at all; rather, it is listening to the existing conversation taking place online. Proactive listening to the customer conversation is critical to the creation of the appropriate social media communication plan.

Social Media 150

Social Media Communication Marketing Customers 150

InMoment XI

MAY 4, 2011

One of the keys to being successful in the use of social media marketing is actually not talking at all; rather, it is listening to the existing conversation taking place online. Proactive listening to the customer conversation is critical to the creation of the appropriate social media communication plan.

Social Media 150

Social Media Communication Marketing Customers 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

Service Untitled

MAY 23, 2011

According to Winston Churchill, “attitude is a little thing that makes a big difference.&# Projecting the right attitude when delivering exceptional customer service makes a big difference. When I do business with someone, I am going to remember that company by how well I was treated, how the people who served the company treated me, and how well the company fulfilled my needs or my wishes.

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Customer Service Exceptional Customer Service Customer Centricity Customers 49

Service Untitled

MAY 3, 2011

Customer feedback should be revered by business owners. What better way to find out if you are continuously meeting the needs of your customers in the most efficient and best respected ways? It’s a rare business that never has a complaint, but the negative connotation of the word tends to bring down our spirits, so why not use the positive spin and label it “feedback?

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Feedback Course Loyalty Customer Expectations 47

Service Untitled

MAY 16, 2011

A customer-centric strategy is the best way to deliver world-class service, and it all starts with the initial point of delivery. In order to make customers happy, we need to be sure our employees are happy, and there is no better way to uphold and maintain a sustainable strategy than by being an excellent role model. Maybe I am a bit more critical of world-class customer service than most people because I write about it almost daily, but I am sure the expectations I have about good systems and

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Customer Service Customer Service Representative Customers Customer Centricity 46

Service Untitled

MAY 26, 2011

Maybe it’s just a coincidence associated with moving that brings me to wonder how customer service representatives relay their particular war stories of having to deal with difficult customers? Perhaps it is that I have had to make more than an average number of phone calls to various organizations directing new phone, electric, cable, and gas services than most of us regularly have to deal with, or maybe poor customer service is just average, and just more concentrated because I’m

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Customer Service Representative Poor Customer Service Training Customer Centricity 45

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

Service Untitled

MAY 9, 2011

If you never measure how well your business products or your services affect your customers, chances are you may have lost customers, your reputation may have suffered, or negative word of mouth might have dried up your referral lists. No matter how sophisticated a business owner thinks he might be, there is always the need to focus on “key issues&# related to overall customer satisfaction and thus – customer loyalty.

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Survey Customer Satisfaction Feedback Customers 42

Service Untitled

MAY 4, 2011

My real estate partner, Erika Atkins and I work very hard on our customer service skills. We know how important it is to be able to listen to what our customers want, how to understand what they need, and then how to help our clients and customers achieve their real estate goals. Some of our expertise has been gained through education, knowledge of our product, and having the ability to gauge the ever-changing real estate market so we are always on top of our game.

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Sales Customer Service Customer Satisfaction Customers 42

Service Untitled

MAY 19, 2011

As customers we want to choose the companies we do business with based on personal recommendations, reviews, and past performances. Unfortunately, when it comes to telecommunications, most of us are still somewhat limited as to our choices, but still that is absolutely no excuse for poor customer service. Two days ago I called AT&T to order two new land line phones for my new home.

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Telecommunications Poor Customer Service Course Customers 42

Service Untitled

MAY 12, 2011

Positive customer experience doesn’t just happen after one transaction, sale, or service, but an initial bad customer experience will send a customer straight to your competition; never to look back at the wake. Therefore I contend that the total positive customer experience I want to appreciate is an organization’s total structure of all departments working together like a finely tuned machine.

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Customer Experience Strategy First Call Resolution Social Media 41

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

MAY 31, 2011

In the Sea of Cortez , John Steinbeck describes a fishing expedition: “The Mexican sierra has 17 plus 15 plus nine spines in the dorsal fin. These can easily be counted. But if the sierra strikes hard on the line so that our hands are burned, if the fish sounds and nearly escapes and finally comes in over the rail, his colors pulsing and his tail beating in the air, a whole new relational externality has come into being—an entity which is more than the sum of the fish plus the fisherman.

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Metrics Chief Customer Officer Report Culture 41

Service Untitled

MAY 11, 2011

Great products and great service add up to a successful business, and keeping your customers coming back and spending their money in your organization continues to be more competitive. Innovative ways to keep your business in the forefront and fresh ideas to remind customers how much they are appreciated can turn ordinary into extraordinary or the mundane into marvelous.

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Customer Service Hotels Customers Innovation 41

Very Best Service

MAY 24, 2011

'Customer service skills Irrespective of our actual customer service skills , many of us have an opinion about how customer service should be and what to do in order to deliver good customer service. However intuitive this may be, one should take a step back and see what we can learn from our recent experience. One of the best learning point is to reflect on how we individually behaved when someone complained about our own level of service.

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Customer Service Customers Customer Experience 40