Customers Rock!

JUNE 26, 2011

A friend of mine has been a member of a particular airline’s frequent flier program (we will call this major US airline, AirlineX) for a number of years. He even has a credit card linked to that account to help accrue points. This friend had earned enough miles for a free trip to Europe but hadn’t been able to fly AirlineX for awhile since his company now required him to fly the cheapest option (which this airline never was).

Airlines 190

Airlines Customer Service Loyalty Programs Social Media 190

InMoment XI

JUNE 27, 2011

Listen to what leading VOC practitioners Arkadi Kuhlmann of ING Bank and Jim Bampos of EMC Corp. are saying and what led to their success(es) in this interview on BlogTalk radio. Then tune in to Allegiance Radio on BlogTalk radio each week. It's a fun way to engage, learn and share best practices for success.

Banking 150

Banking Engagement 150

Win the Customer

JUNE 28, 2011

Recently the following question was posed: “As a manager, is it important to address your team when someone leaves the company?” The answers varied based on the individual offering the answer and it generally told a lot about that individual, their corporate background, age, and professional experience. The landscape of how businesses and managers operate with employees and customers has changed.

Company 52

Company Policies Communication Management 52

Very Best Service

JUNE 30, 2011

'Can the passage of time improve customer service ? Some wines have the ability to get better with age but let us not forget that they need to be kept in perfect condition, monitored to assess their balance and sometimes remedial action needs to be taken. Customer service presents a similar degree of complexity to the extent that the environment can change rapidly and everyone''s taste can be substantially different.

Customer Service 53

Customer Service Customers Training Company 53

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Service Untitled

JUNE 9, 2011

Customers are just tired of dealing with retailers who ignore customer service while pretending to have it. If I see an advertisement that says, “New and Improved Customer Service,&# doesn’t that already imply there was something wrong with their original service? If an organization claims to make customer service a priority in their business, shouldn’t they uphold to their claims?

Customer Service 51

Customer Service Advertising Retail Customers 51

Customer Interactions

JUNE 22, 2011

'The recently launched NiceVision Net 2.5 is the latest major installment since NICE turned the corner with Net 2.0 mid-2010. NICE’s video management software has a strong reputation for functionality, scalability and reliability – which is why NICE is so prevalent in Enterprise deployments world-wide. Net 2.0 introduced smaller scale offerings, with ‘openess-oriented’ options to buy just the software and run it on your own servers and storage devices or deploy off-the-sh

Analytics 28

Analytics Video Software Meeting 28

InMoment XI

JUNE 27, 2011

Listen to what leading VOC practitioners Arkadi Kuhlmann of ING Bank and Jim Bampos of EMC Corp. are saying and what led to their success(es) in this interview on BlogTalk radio. Then tune in to Allegiance Radio on BlogTalk radio each week. It's a fun way to engage, learn and share best practices for success.

Banking 150

Banking Engagement 150

Brad Cleveland Blog

JUNE 30, 2011

Making the right decisions requires both intuition and discipline. Although you can’t boil leadership – that’s of course what we’re really talking about – down to a simple checklist, there is something powerful about focusing on the things that matter most. So… what to do now?

Leadership 20

Leadership Course Contact Center Call Center 20

Very Best Service

JUNE 24, 2011

'Stand Out from the Crowd Developing a customer service proposition which stands out from the crowd is the aim of many. Hands raised, waving the flag, surely our service is differentiated. Unfortunately we rarely get to see the perspective of the customer and often unable to assess objectively whether our company genuinely stands out. Gathering customer feedback through social media channels as well as through the more traditional tools becomes a critical activity.

Customer Service 40

Customer Service Social Media Customers Feedback 40

Speaker: Amanda Adams, Fractional CFO, CPA

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Data

Service Untitled

JUNE 21, 2011

Consumer Reports tell us that organizations rarely listen to the surveys they ask when we hear the infamous, “Your call is very important to us. Please don’t hang up.&# So why do they insult us and make us want to throw our phones across the room as we try to make our way through the maze of the company phone tree? Getting through to a real person is the number one complaint of customers who either need help with their service or product or have a complaint.

Customer Service 48

Customer Service Customer Centricity Customers System 48

Annie Tsai

JUNE 8, 2011

Given Apple's various announcements yesterday, I thought it'd be nice to republish this blog post highlighting Apple's brand promise. - When you see a brand logo, what sort of expectations come to mind? Let's take a look at Apple, a brand that successfully brings the brand promise to life in all incarnations of the experience. When […].

Brands 40

Brands Customer Experience Customers Strategy 40

Customer Interactions

JUNE 15, 2011

'NICE recently held its annual Customer Conference, Interactions 2011, in Las Vegas, NV. It was a big success, with over 1500 attendees. And for the first time, NICE Security participated, with a contingent of over 100 participants. The feedback was hugely positive. Customers came away from the event better educated about security operations and public safety, more knowledgeable of industry best practices, and more in tune with emerging trends in the market.

Conference 28

Conference Video Groups Customers 28

InMoment XI

JUNE 27, 2011

Listen to what leading VOC practitioners Arkadi Kuhlmann of ING Bank and Jim Bampos of EMC Corp. are saying and what led to their success(es) in this interview on BlogTalk radio. Then tune in to Allegiance Radio on BlogTalk radio each week. It's a fun way to engage, learn and share best practices for success.

Banking 150

Banking Engagement 150

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Voice of Customer

Brad Cleveland Blog

JUNE 30, 2011

Making the right decisions requires both intuition and discipline. Although you can’t boil leadership – that’s of course what we’re really talking about – down to a simple checklist, there is something powerful about focusing on the things that matter most. So… what to do now?

Leadership 20

Leadership Course Contact Center Call Center 20

Very Best Service

JUNE 16, 2011

'So much effort is being deployed on customer service design that it becomes nearly impossible for individuals to be themselves. The rule books, the scripts, the do''s and don''ts mean that at best the modern customer service company executive is a shadow of himself. Unsurprisingly this plethora of procedures can often be counter-productive as clients feel that their interlocutor is not acting in a natural or genuine way.

Customer Service 40

Customer Service Poor Customer Service Policies Customers 40

Service Untitled

JUNE 1, 2011

Len Berry of Texas A&M University first told this story twenty years old. But, it still holds a very valuable lesson. Don’t assume you know what your customers want or need without asking! Especially today when their needs are constantly changing. The new manager of the Chicago Marriott was going over year-end budget requests and came across a $20,000 line item to upgrade the black-and-white television sets to color in the bathrooms of the rooms on the concierge level.

Sports 46

Sports Retail Customers Consulting 46

Annie Tsai

JUNE 8, 2011

Given Apple’s various announcements yesterday, I thought it’d be nice to republish this blog post highlighting Apple’s brand promise. —- When you see a brand logo, what sort of expectations come to mind? Let’s take a look at Apple, a brand that successfully brings the brand promise to life in all incarnations of the experience.

Brands 40

Brands Customer Experience Customers Strategy 40

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

Customer Interactions

JUNE 8, 2011

'This will be NICE’s first year exhibiting at the utility industry’s top event, the EEI (Edison Electric Institute) Annual Convention/Expo. The theme for EEI’s 2011 Annual Conference, which will take place at the Broadmoor in Colorado Springs, June 12-15, is “the Power of Opportunity.” Utilities are exploring new technologies to transform the way they do business – and security is no exception.

Conference 28

Conference Resources Management Report 28

Service Untitled

JUNE 16, 2011

Entrepreneur magazine writer Micah Solomon stated there are several important elements retailers need to concentrate on in order to gain customer loyalty. A successful organization must anticipate customer wishes, provide fast service, and dedicate themselves to acknowledging each returning customer. Solomon also contends businesses need to perfect the ‘hello’ and ‘goodbye’ for customers, develop the customer service vocabulary, and work very diligently to hire the best p

Loyalty 43

Loyalty Rewards Programs Hotels Retail 43

Service Untitled

JUNE 2, 2011

I saw a commercial today for an exterminating company that advertised the ongoing training their employees receives. I’m not looking for an exterminator but it made me think about the importance of using what your organization does right and leveraging it as part of your marketing plan. We moved a few years ago and I researched moving companies to help us.

How To 43

How To Advertising Employee Engagement Customer Satisfaction 43

Service Untitled

JUNE 29, 2011

Front-line customer service representatives impact our everyday lives. Whether we are returning sour milk to the local supermarket or our new car with only 6,000 miles has been in the repair shop more than it has been on the road, representatives who deal with the public are significantly important to each organization. Why then, are service people often treated as among the lowest paid in many organizations?

Customer Service Representative 42

Customer Service Representative Training Customer Service Social Media 42

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

JUNE 27, 2011

Southwest Airlines topped all of their rivals again in the American Customer Satisfaction Index produced by the University of Michigan’s Ross School of Business. Whereas the average for competitive airline competition scored in the 65 percent ranging (dropping by 1.5 percent) on a 100 point scale, Southwest scored an 81, and it’s the 18th straight year they’ve been at the top.

Airlines 42

Airlines Travel Comparison Policies 42

Service Untitled

JUNE 14, 2011

The July issue of Consumer Reports stated there were 1.1 million complaints against North American businesses last year; up 10 percent from 2009. So why are so many people so dissatisfied with customer service ? Jack Abelson, a retail industry consultant called customer service “abominable.&# He contends that American business has lost focus on the appreciation and the value of the customer, and excellent customer service is “a profit producer.&# Abelson says that organizations cutt

Poor Customer Service 42

Poor Customer Service Customer Service Representative Customers Retail 42

Service Untitled

JUNE 23, 2011

For many of us a customer appreciation day can be an effective marketing tool as well as a way to thank customers and clients for their loyalty and patronage. There are many different options; some events last just one day while others span several days. Some events use “give-aways&# ; others entertain with decorations, food, and games. So how can a business make a customer appreciation day a success and show their customers that they really do care?

Entertainment 41

Entertainment Advertising Customers Sales 41

Service Untitled

JUNE 7, 2011

I know the phrase “customer value&# is tossed around training sessions and customer service seminars, but I often wonder how objective organizations really are in their evaluations. How is customer value therefore determined? In most instances, it is described as the amount of benefit a customer will get from a service or a product, and what it’s going to cost.

Customers 41

Customers Course Customer Service Trends 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

Annie Tsai

JUNE 7, 2011

As I continue to explore local businesses, I notice that I mentally categorize them into general buckets: You Get What You Pay For - varying expected sub-categorizations based on price, product and service quality Value Play - typically lower on the price and service scales but higher on product (or lower product and price and […].

Customer Experience 40

Customer Experience Customers 40

Very Best Service

JUNE 7, 2011

'Be Versed in Good Service For really top service beyond all compare, You have to let customers know that you care, Right from first contact, the seeds will be sown, So take time to smile when you pick up the phone, Be professional, courteous, clear and concise, When talking of colour, delivery and price, Don''t rush through your work, or do jobs on the cheap, And don''t make a promise you know you can''t keep, If a customer phones, and is feeling uptight, Do all that you can to make every thing

Customer Service 40

Customer Service Customers Marketing 40