This site uses cookies to improve your experience. To help us insure we adhere to various privacy regulations, please select your country/region of residence. If you do not select a country, we will assume you are from the United States. Select your Cookie Settings or view our Privacy Policy and Terms of Use.
Cookie Settings
Cookies and similar technologies are used on this website for proper function of the website, for tracking performance analytics and for marketing purposes. We and some of our third-party providers may use cookie data for various purposes. Please review the cookie settings below and choose your preference.
Used for the proper function of the website
Used for monitoring website traffic and interactions
Cookie Settings
Cookies and similar technologies are used on this website for proper function of the website, for tracking performance analytics and for marketing purposes. We and some of our third-party providers may use cookie data for various purposes. Please review the cookie settings below and choose your preference.
Strictly Necessary: Used for the proper function of the website
Performance/Analytics: Used for monitoring website traffic and interactions
What is the difference between an influencer and an advocate for a brand? A lot of people recommend that a brand practice “influencer outreach”; others suggest a brand advocacy program is paramount for an organization. In his recent book, Smart Business, Social Business , Michael Brito discusses these two important points. Michael and I shared the stage recently at the Lithium Technologies “Likes to Loves” event in Orange County, CA, and I had the opportunity to interview
Best practice companies are not only listening to voice of the customer, but they are using that feedback to increase customer retention and loyalty, solve customer challenges and develop new products and services. They are also using new technologies to streamline surveys and feedback management programs to gain a better understanding of why customers do business with them.
Mark Reuss, President of General Motors North American operations has a three-fold plan to increase Chevrolet sales in California. As is the progressive California mindset, Chevrolet production will have to develop smaller and more fuel-efficient models to compete with the imports, make Chevrolet dealerships more physically attractive, and amp up customer service.
In the present confusing and conflicted global market environment, pressures and challenges intensify on today’s CEOs to deliver short-term results without losing sight of long-term goals and plans or veering away from long-term strategies. For the most part, short-term results are defined by financial metrics, as well they should be, because at the end of the day, these financial results are what matter most … it is the CEO’s and the organization’s final score in the end.
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.
'In order to find a supplier , retain it and obtain a good performance, wouldn''t it be appropriate to offer them your best customer service ? In most instances the underlying principle is that the customer is always right but this can cost your company dear. If your supplier fails to deliver the right products or services, your supply chain is broken and your own customers will pay the consequences, thereby affecting your reputation.
'Are you ready? Even as some electric utilities rack up penalties for not complying with current NERC CIP standards, FERC is considering proposed changes to CIP requirements (NERC CIP-002 version 4) which could dramatically increase security demands placed on U.S. electric utilities. If approved by FERC, NERC CIP-002 version 4 would apply new bright-line criteria to determine what constitutes Critical Assets that need to be protected, in order to ensure the reliability of the bulk power system.
Sign up to get articles personalized to your interests!
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
'Are you ready? Even as some electric utilities rack up penalties for not complying with current NERC CIP standards, FERC is considering proposed changes to CIP requirements (NERC CIP-002 version 4) which could dramatically increase security demands placed on U.S. electric utilities. If approved by FERC, NERC CIP-002 version 4 would apply new bright-line criteria to determine what constitutes Critical Assets that need to be protected, in order to ensure the reliability of the bulk power system.
Once again I am participating in the Bathroom Blogfest. As I have mentioned before, if you have a physical presence, whether you are B2C or B2B, your bathroom is an important part of the customer experience. What does it say about your brand? I have been on the road A LOT these past few months since my book launched, so I have had the opportunity to stay in many different hotels across the country (and at a variety of hotel brands).
Best practice companies are not only listening to voice of the customer, but they are using that feedback to increase customer retention and loyalty, solve customer challenges and develop new products and services. They are also using new technologies to streamline surveys and feedback management programs to gain a better understanding of why customers do business with them.
How many of us really take the time to sit down and Google all of the information we need to make a formal complaint when a business treats us poorly? At the time and day this poor service happens we are angry, and we vow the moment we get home we will get a letter out to the CEO of the company and reiterate the miserable events of either our last purchase or service.
In “Return on Influence, the New ROI,” Amy Jo Martin explains a new concept – ROI – Return on Influence. It was derived from the need to prove the value a professional athlete can achieve for a company. The professional athlete’s influence could create both a value to a product and value to a company. Martin measured the value of this influence with Return on Influence.
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.
'Should your c-suite include a Chief Service Officer ? The ongoing financial crisis has put additional pressure on companies which have to work hard to attract new customers. But are you doing enough to retain your existing ones? Isn''t it time for your customer service officer to have a sit at the top table and claim a fair share of the company resources?
'I’m very excited to share the news that NICE has been recognized as an honorable mention winner in the Security Technology Executive (STE) Magazine Innovation Awards for its work on the Louis Armstrong New Orleans International Airport PSIM implementation. NICE was recognized, along with Armstrong International Airport and system integrator Johnson Controls, for their innovative implementation of NICE Situator, NICE’s open situation management solution.
The Measures Every Contact Center Should Have By Brad Cleveland These key categories of measures and objective are as important for Facebook and Twitter interactions as they are for traditional contact channels. Establishing the right measures and objectives is one of the most important responsibilities in leading and managing a call center successfully.
Best practice companies are not only listening to voice of the customer, but they are using that feedback to increase customer retention and loyalty, solve customer challenges and develop new products and services. They are also using new technologies to streamline surveys and feedback management programs to gain a better understanding of why customers do business with them.
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.
Bank of America is reaping in some heavy criticism since the announcement of their $5.00 a month debit card fee. Whether you use your debit card once a month or thirty times a month, the bank wants to charge you. Following suit, but without as much public fanfare are Citi Bank, Wells Fargo, and Chase. If those institutions aren’t charging you to use a debit card, read the notices in the mail which explain new checking account fees unless you maintain a certain balance and how you need to h
In “Return on Influence, the New ROI,” Amy Jo Martin explains a new concept – ROI – Return on Influence. It was derived from the need to prove the value a professional athlete can achieve for a company. The professional athlete’s influence could create both a value to a product and value to a company. Martin measured the value of this influence with Return on Influence.
'Customer engagement strategy What customer engagement strategy ? - The rapid development of computer software technology has meant that a huge number of customer management tools have been launched in the market place. The use of Social Media in particular has increased exponentially giving the opportunity for many employees to build more human and personal relationships with customers.
'Since closed circuit television monitoring (CCTV) was introduced in the early 1960’s, the video surveillance market and its supporting technology have been continually evolving. Over the past two decades, hundreds of millions of CCTV cameras and video management systems (VMS) have been deployed worldwide; serving a wide range of markets from small retail outlets to citywide public safety solutions.
Start building the AI workforce of the future with our comprehensive guide to creating an AI-first contact center. Learn how Conversational and Generative AI can transform traditional operations into scalable, efficient, and customer-centric experiences. What is AI-First? Transition from outdated, human-first strategies to an AI-driven approach that enhances customer engagement and operational efficiency.
The Measures Every Contact Center Should Have By Brad Cleveland These key categories of measures and objective are as important for Facebook and Twitter interactions as they are for traditional contact channels. Establishing the right measures and objectives is one of the most important responsibilities in leading and managing a call center successfully.
Today’s post is written by a guest blogger, Harry Rollason. Harry is with Useful Social Media , and I will be presenting at their New York Conference on Social Media and Customer Service next week. Plus, Harry interviewed me about my book, The Hidden Power of Your Customers: Four Keys to Growing Your Business Through Existing Customers. Here is some food for thought from Harry.
The real estate company I work with in South Florida has one of the most progressive software programs relevant to the ever-changing scope of real estate prices, inventory, and customer service. For instance, a home buyer can call me and tell me they are interested in purchasing a home sometime in the future, and in preparation for the purchase they have requested information about homes for sale in a particular community or homes that have recently sold.
In “Return on Influence, the New ROI,” Amy Jo Martin explains a new concept – ROI – Return on Influence. It was derived from the need to prove the value a professional athlete can achieve for a company. The professional athlete’s influence could create both a value to a product and value to a company. Martin measured the value of this influence with Return on Influence.
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.
Market Tools, a software and service provider for management and research conducted a survey of 331 companies with an annual revenue of more than $10 million annually. Of those organizations, 23 percent rely on social networks to support their customer service and to provide feedback. Topping the list with 48 percent was Facebook, 17 percent used Twitter, and another 17 percent relied on company blogs.
Zappos is a company we’ve talked about a lot on Service Untitled (including an interview with the founder and CEO Tony Hsieh ), so earlier this week when I was in Las Vegas for the first time, I made sure I got a tour of the Zappos.com Headquarters in nearby Henderson, Nevada. The tour was really interesting. Unsurprisingly, the Zappos offices don’t resemble a typical office or call center.
In Manchester, Connecticut Big Y Foods, a chain of 61 supermarkets is phasing out the do-it-yourself grocery shopping check out aisles. What was supposed to revolutionize and speed up a trip to the grocery store seems to falling by the wayside in a trade for the human cashiers. In fact, market studies have shown shoppers do prefer the personal contact.
Market Tools, a software and service provider for management and research conducted a survey of 331 companies with an annual revenue of more than $10 million annually. Of those organizations, 23 percent rely on social networks to support their customer service and to provide feedback. Topping the list with 48 percent was Facebook, 17 percent used Twitter, and another 17 percent relied on company blogs.
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.
Companies face tough customer service issues – how to sync their systems and processes to the whole idea of customer and brand loyalty , what to do to light a fire in their own employees to care about the loyalty issue as they interact with customers, and how to proactively demonstrate to their customers that a company’s brand is even worthy of their loyalty.
The word loyalty is thrown around quite a bit inside the customer service world today. Numerous books and scores of articles have been written and blogs posted about the importance and relevance of customer loyalty , as compared to customer satisfaction , and that there is actually little relationship between the two. A loyal customer is one who has a devoted attachment to a company’s business, brand or products and buys from that company over and over again.
Companies face tough customer service issues – how to sync their systems and processes to the whole idea of customer and brand loyalty , what to do to light a fire in their own employees to care about the loyalty issue as they interact with customers, and how to proactively demonstrate to their customers that a company’s brand is even worthy of their loyalty.
We organize all of the trending information in your field so you don't have to. Join 97,000+ users and stay up to date on the latest articles your peers are reading.
You know about us, now we want to get to know you!
Let's personalize your content
Let's get even more personalized
We recognize your account from another site in our network, please click 'Send Email' below to continue with verifying your account and setting a password.
193 
Let's personalize your content