Customers Rock!
SEPTEMBER 6, 2011
Who is your customer experience competition? Those of you only looking inside your own industry need to take a look around, as your competitors are not who you think they are – especially online. Organizations should be asking this question: Which companies have the best practices in customer focus across all industries ? I recently exchanged Facebook messages with Deb Robison , a smart marketing and social media gal.
InMoment XI
SEPTEMBER 20, 2011
What do Billy Beane, the General Manager of the Oakland A's, and your company's Voice of the Customer (VOC) initiatives have in common? Metrics, analytics, and insights that can provide teams and businesses with unfair advantages.
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Service Untitled
SEPTEMBER 26, 2011
Personalizing customer service consists of targeting an audience and acting on specific objectives to increase business, build brand loyalty, and attract new clients or customers. For instance, a phone conversation between an unhappy customer and a customer service agent is best handled when a customer feels confident that the first person they speak with will be the last person they will have to speak with until there is a resolution.
Very Best Service
SEPTEMBER 8, 2011
'Customer service tips T reat your customers the way you would like to be treated; I ntegrate your customer service with your marketing effort, making it a value-added activity; P ull your weight as good customer service requires dedication and, S tand out to make sure your efforts are noticed Picture courtesy of Hargreaves Plants with our thanks to be continued.
Speaker: Jason Cottrell and Gireesh Sahukar
Retailers know the clock is ticking–legacy SAP Commerce support ends in 2026. Legacy platforms are becoming a liability burdened by complexity, rigidity, and mounting operational costs. But modernization isn’t just about swapping out systems, it’s about preparing for a future shaped by real-time interactions, AI powered buying assistants, and flexible commerce architecture.
Customer Interactions
SEPTEMBER 21, 2011
'While requirements for security systems are constantly increasing, security managers and IT directors are forced to deal with shrinking budgets, posing a real challenge for an organization looking to deploy surveillance systems. Minimizing TCO (Total Cost of Ownership) in surveillance systems is a significant challenge as video surveillance is a resource hungry application, which requires significant processing power and storage allocation.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
InMoment XI
SEPTEMBER 20, 2011
What do Billy Beane, the General Manager of the Oakland A's, and your company's Voice of the Customer (VOC) initiatives have in common? Metrics, analytics, and insights that can provide teams and businesses with unfair advantages.
InMoment XI
SEPTEMBER 20, 2011
What do Billy Beane, the General Manager of the Oakland A's, and your company's Voice of the Customer (VOC) initiatives have in common? Metrics, analytics, and insights that can provide teams and businesses with unfair advantages.
InMoment XI
SEPTEMBER 7, 2011
Allegiance recently conducted a focus group of VOC practitioners at leading companies. One of the questions asked was: What is on your wish list for what you’d like to see in a VOC program in the future? Read this post to view a few of the responses and add your own.
InMoment XI
SEPTEMBER 7, 2011
Allegiance recently conducted a focus group of VOC practitioners at leading companies. One of the questions asked was: What is on your wish list for what you’d like to see in a VOC program in the future? Read this post to view a few of the responses and add your own.
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In 2025, contact centers aren’t just changing—they’re being rebuilt by AI. This no-fluff, executive-ready guide shows you how to capitalize on the transformation. Inside: proven ROI calculators, workforce optimization tactics, deflection strategies, and a 90-day AI deployment plan. Built for CIOs, COOs, CX leaders, and contact center strategists, it goes beyond buzzwords into play-by-play implementation.
InMoment XI
SEPTEMBER 7, 2011
Allegiance recently conducted a focus group of VOC practitioners at leading companies. One of the questions asked was: What is on your wish list for what you’d like to see in a VOC program in the future? Read this post to view a few of the responses and add your own.
Service Untitled
SEPTEMBER 29, 2011
There are a lot of successful businesses that are not the largest or the least expensive in what they sell. I think of Zappos and their success, and I think of Dunkin’ Donuts whose popularity has surpassed Starbucks in many markets. So what makes customer loyalty? Most likely its performance, reliability, offering something different which is worthwhile to the customer, and providing service far above what is commonly expected.
Service Untitled
SEPTEMBER 21, 2011
My client Jennifer called Bank of America to discuss a mortgage modification on her existing loan. Many of her friends and customers who I work with have had positive results modifying their loans; the process although at times frustrating and record intensive has helped many families remain in their homes with a more affordable monthly payment. The banks aren’t really losing anything because they do make it up at the end, they don’t have to spend the time and money on a foreclosure
Service Untitled
SEPTEMBER 15, 2011
My son was raised using the Internet and whenever we talk about buying a new product, he’s already on the corresponding website and has a wealth of information before I even find my car keys. In 2010, Forrester Research stated that retail online sales had grown 11 percent and expected increases of 10 percent a year through 2014. By 2014, consumer purchases using e-retail is expected to exceed $249 billion.
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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.
Service Untitled
SEPTEMBER 6, 2011
I was recently attracted to an article about Australia and how it is the normal bill of fare to pay for your meal before it is served. Since I have never been there, does that mean a diner leaves a tip after all is said and done, or do restaurants in Australia just pay the service staff higher wages thus eliminating the need for tipping? Australians argue that we are the “tipping society.&# Supposedly Australian service and hospitality industries pay sufficient wages so that tipping has no
Service Untitled
SEPTEMBER 8, 2011
Billie Joe Armstrong used Twitter to make a lot of noise over the Internet about his latest experience on Southwest Airlines when he was recently kicked off because his pants were too low. @BJA official (Twitter). Billie Joe Armstrong. Just got kicked off a southwest flight because my pants sagged too low! What the (expletive)! No joke! Supposedly the story centered around a flight attendant who told Billie Jo to lift up his pants.
Very Best Service
SEPTEMBER 20, 2011
'Does your customer service run like clockwork ? It needs to be reliable, accurate, adapt to various conditions, from cold showers to intense heat, and above all give the answer that the customer is looking for. But here comes the challenge: it has to be delivered in a personal manner, it can not be mechanical but can look good. In the way a watch can become a piece of jewellery , if you manage to bring all the pieces together, not only will you have delivered a service fit for purpose but also
Very Best Service
SEPTEMBER 13, 2011
'The world of fine food has evolved dramatically over the past few years and preconceived ideas have been challenged by the introduction of new products such as sweet vinegars for example. In many companies customer service has long been a synonym of complaints and sour client relations. As a result it has attracted a lot of bad press. With the concerted effort of all concerned in enterprises the customer service department could instead become the sweet spot, the place where clients loyalty is
Speaker: Aja Bradley Kemp, Founder & Chief Experience Officer at Conversate Collective
In a world where every brand is vying for attention, how do you make your events stand out? ✨ From creative swag strategies to immersive brand experiences, the key lies in fostering real connections that inspire action and leave a lasting impression. Whether you're planning a large-scale conference or an exclusive executive gathering, this session will explore how to elevate event engagement, strengthen brand perception, and maximize ROI.
Very Best Service
SEPTEMBER 6, 2011
'Customer service employees As your customer service employees return from their summer holidays, do make sure that the benefits of a relaxing time on the beach is being felt by your clients. Is the outlook of your customer service employees changing? Have they come out of their shell? They should be given more of a free rein to resolve customers issues and problems before they fall back into their well-worn customer service old habits.
Very Best Service
SEPTEMBER 1, 2011
'How to handle customer service email? With regards to customer service email there is just one simple piece of advice: do answer the emails from your clients and don''t let them sit in your computer ''s inbox for too long. There is nothing more frustrating for a customer than waiting for an answer which never comes - and by the way, make sure you reply to your [potential] suppliers too, making it one your top customer service qualities.
Customer Interactions
SEPTEMBER 25, 2011
'NICE is excited to announce the General Availability (GA) of its newest release of the NiceVision enterprise-class, open-platform, intelligent IP video surveillance solution – NiceVision Net 2.5. NiceVision Net 2.5 is about making the right “MOVE” to a leading IP video management solution. “MOVE” is more than just a catchy marketing slogan.
Customer Interactions
SEPTEMBER 18, 2011
'A Q&A interview with NICE Banking Sector Expert Erez Goldstein. Consolidation in the banking industry has its upsides…and some downsides as well, especially when it comes to managing physical security. In this Q&A interview, Erez Goldstein, Banking Sector Senior Product Marketing Manager for NICE Systems, shares his perspective on the security challenges facing the banking industry, and how Situation Management can help.
Speaker: Jennifer Hodroge, Omni-Channel Strategic Leader, Forrester CX Certified
Marketers know that personalization is the key to engagement—but with limited budgets and time, how do you prioritize what, where, and how to personalize? Aligning your content, campaigns, and buyer experiences requires a deep understanding of customer needs. In this new webinar with expert Jennifer Hodroge, we’ll explore how to leverage insights and customer journey mapping to build personalization strategies that deliver real impact.
Customer Interactions
SEPTEMBER 12, 2011
'Below is the third in a series of Q&A interviews with James Lipinski, ENP, Enhanced 9-1-1 IT Manager for the Vermont Enhanced 9-1-1 Board. James was one of several NG9-1-1 experts to join our NG9-1-1 Panel Discussion at APCO recently (NG9-1-1: Past Lessons, Present State, Future Opportunities). In this three-part Q&A interview, James touches on the implications of NG9-1-1 from the standpoint of 9-1-1 Communication Center processes.
Customer Interactions
SEPTEMBER 10, 2011
'Has airport security improved in the decade since 9/11? In this blog published in SMT Online, Jamie Wilson, EMEA Security marketing manager for NICE Systems, weighs in.
Customer Interactions
SEPTEMBER 7, 2011
'This is the second in a series of Q&A interviews with James Lipinski, ENP, Enhanced 9-1-1 IT Manager for the Vermont Enhanced 9-1-1 Board. James was one of several NG9-1-1 experts to join our NG9-1-1 Panel Discussion at APCO recently (NG9-1-1: Past Lessons, Present State, Future Opportunities). In this three-part Q&A interview, James touches on the implications of NG9-1-1 from the standpoint of 9-1-1 Communication Center processes.
Customer Interactions
SEPTEMBER 5, 2011
'James Lipinski, ENP, Enhanced 9-1-1 IT Manager for the Vermont Enhanced 9-1-1 Board, was one of several NG9-1-1 experts to join our NG9-1-1 Panel Discussion at APCO recently (NG9-1-1: Past Lessons, Present State, Future Opportunities). In this three-part Q&A interview, James touches on the implications of NG9-1-1 from the standpoint of 9-1-1 Communication Center processes.
Advertiser: ZoomInfo
Savvy B2B marketers know that a great account-based marketing (ABM) strategy leads to higher ROI and sustainable growth. In this guide, we’ll cover: What makes for a successful ABM strategy? What are the key elements and capabilities of ABM that can make a real difference? How is AI changing workflows and driving functionality? This Martech Intelligence Report on Enterprise Account-Based Marketing examines the state of ABM in 2024 and what to consider when implementing ABM software.
Brad Cleveland Blog
SEPTEMBER 13, 2011
Call centers (contact centers) are growing. Here are a few samples of recent news stories: WLBZ2, Maine: [link] Times and Transcript, New Brunswick: [link] ABC News: [link].
Brad Cleveland Blog
SEPTEMBER 1, 2011
We are seeing the emergence of the greatest customer movement in history. Is your organization ready? Are you ready? Studies reveal that the vast majority of consumers now use search engines, social communities and feedback sites to better understand a company’s commitment to service before making brand or product decisions.
Brad Cleveland Blog
SEPTEMBER 1, 2011
We are seeing the emergence of the greatest customer movement in history. Is your organization ready? Are you ready? Studies reveal that the vast majority of consumers now use search engines, social communities and feedback sites to better understand a company’s commitment to service before making brand or product decisions.
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