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There’s more to building a business than advertising, yet how many organizations spend more of their budgets on marketing and attracting new customers, while neglecting the importance of maintaining current customers and making sure their needs have been met? There is no doubt that every company is going to make mistakes, but how many companies lose the opportunities to build their brand by using those complaints to their advantage?
Customer loyalty is built and sustained on the front line, in those daily interactions that take place between front line employees and the customer, who is often calling only because they have an issue or a problem with the company’s product or service. The problem is the vast majority of these interactions, and the systems and behaviors supporting them, have not been proactively shaped and crafted to build customer loyalty.
Marco De Veglia perceives the Big Apple as a brand. We perceive a city in the same way we perceive a brand—a city is a brand. When Cities are Brands, Not Places by Marco De Veglia, Global CEM International Partner – Italy Some places are called “The New York of [insert country]” Some things are […].
'Preparation for customer service : for many companies, the next client is only a number, a customer record who happened to place an order for product xyz at a given time during the day. But it is not at all the same thing when you look at it from the clients'' point of view. In many instances, the purchasing decision is an important act in the eyes of the customer who has spend hours if not days and weeks to compare products, to chose the colour, to check if he or she could afford the spend.
Your financial statements hold powerful insights—but are you truly paying attention? Many finance professionals focus on the income statement while overlooking key signals hidden in the balance sheet and cash flow statement. Understanding these numbers can unlock smarter decision-making, uncover risks, and drive long-term success. Join David Worrell, accomplished CFO, finance expert, and author, for an engaging, nontraditional take on reading financial statements.
'In June I wrote in this very same blog and told you to keep your eyes and ears tuned for an exciting announcement about the NICE User Group. Well, it’s official. The NUG (as it’s known) has now opened up membership to NICE Security and Public Safety customers. If you’re a NICE Security or Public Safety customer, this is very good news indeed!
What’s the formula for success in the new era of customer relationships? Boiled (waaayyy) down: 1. Connect. Listen to your customers, wherever they are, in whatever channel they choose. Join the conversation. 2. Engage. Interact with them, appropriately, proactively; put a face on your brand and build relationships that have staying power. 3. Thrive.
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Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
What’s the formula for success in the new era of customer relationships? Boiled (waaayyy) down: 1. Connect. Listen to your customers, wherever they are, in whatever channel they choose. Join the conversation. 2. Engage. Interact with them, appropriately, proactively; put a face on your brand and build relationships that have staying power. 3. Thrive.
JetBlue Flight 504 from Fort Lauderdale, Florida to Newark, New Jersey was diverted to Bradley International Airport in Connecticut at 1:30 on Saturday because of a freakish snow storm affecting the East Coast. Passengers weren’t allowed to deplane until 9:30 that night and were forced to remain on the tarmac and in the aircraft for seven hours with no food, water or working bathrooms.
We are not Formula One racing experts, nor are we really even fans of the sport, but we are aware of the long-standing debate in the racing community among experts and fans about whether it’s the car or the driver that makes the difference between finishing first and anywhere else in the field. Some believe a Formula One race is essentially won or lost during the vehicle construction process, long before the cars are even positioned on the grid.
Brownell O’Connor travels to Dubai experiences the city through various touch-points—a brand is perceived through the total customer experience (TCE). Business Traveller to Dubai by Brownell O’Connor, Global CEM International Partner – Ireland We began our approach to Dubai. The Captain announced that we were 20 minutes ahead of schedule and that was great news.Then […].
'Achieving the best customer service levels and maintaining them is not a simple task. There are numerous metrics available, one of them being to measure customer satisfaction. However, sometimes one finds that only customers who are very satisfied or customers who are very unhappy are prepared to give any form of feedback. But what is happening to the bulk of your customer base?
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.
'Recently, Security Dealer & Integrator Editor-in-Chief Deborah O’Mara interviewed NICE’s Dr. Bob Banerjee for an extensive article on PSIM (“PSIM: Navigating the Great Unknown”). In the article, Bob talks about the difference between PSIM and VMS and highlights what he thinks are the top three ‘killer apps for PSIM.’ The article was the cover story for the October issue of Security Dealer & Integrator and also appears on SecurityInfoWatch.com.
What’s the formula for success in the new era of customer relationships? Boiled (waaayyy) down: 1. Connect. Listen to your customers, wherever they are, in whatever channel they choose. Join the conversation. 2. Engage. Interact with them, appropriately, proactively; put a face on your brand and build relationships that have staying power. 3. Thrive.
Consumer Reports just came out with their holiday report card giving holiday shoppers some interesting facts Santa’s helpers will surely want to consider before buying gifts either at the mall or online. Consumer Reports does qualify their list as neither an approval or disapproval of an organization as a whole, but Tod Marks, the senior editor and resident shopping expert states it is about “specific policies regarded as customer friendly.” Let us start with the “naughty
We are not Formula One racing experts, nor are we really even fans of the sport, but we are aware of the long-standing debate in the racing community among experts and fans about whether it’s the car or the driver that makes the difference between finishing first and anywhere else in the field. Some believe a Formula One race is essentially won or lost during the vehicle construction process, long before the cars are even positioned on the grid.
Speaker: Benjamin Woll, Tiffany Spizzo, and Jaime Santos Alcón
Enterprise commerce is at an inflection point. Rigid, monolithic platforms slow brands down, but a full replatforming is disruptive and costly. Modular architecture offers a flexible, scalable alternative - allowing enterprise brands to modernize without ripping and replacing their entire stack. Learn how a composable approach helps modernize commerce stacks while maintaining control over critical systems.
Amazon.com’s newest customer service facility opened on Friday with a fanfare of speeches and a ribbon-cutting ceremony. The new 70,000 square-foot center in Kinetic Park, West Virginia was described as a “perfect fit” by Vice President of Amazon customer service Tom Weiland. The new site will provide the company with more flexibility to train workers and take care of customers.
It seems an Apple rap video was posted on Vimeo and performed by Apple employees in New Hampshire. Obviously the video didn’t last long; it was pulled from the Internet, but besides being somewhat amateurish and mildly ludicrous, the theory of presenting the proper solutions to customers based on their needs still rang through as truth. Back in July, the Apple Store in the Hong Kong IFC building presented parts of their five-day course in employee training.
Squeezed between Black Friday and Cyber Monday, the second annual Small Business Saturday encouraged shoppers to show support for their local businesses. The campaign, started by American Express small-business unit has helped to advertise the advantages of shopping locally – personalized service, convenience, and the opportunity to promote healthy economics in one’s own neighborhood.
We are not Formula One racing experts, nor are we really even fans of the sport, but we are aware of the long-standing debate in the racing community among experts and fans about whether it’s the car or the driver that makes the difference between finishing first and anywhere else in the field. Some believe a Formula One race is essentially won or lost during the vehicle construction process, long before the cars are even positioned on the grid.
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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.
In the most recent online issue of Marketing Week, a leading UK magazine for marketing news, opinion and information, Lucy Handley, in her article “Is Effort the New Loyalty?” , highlights the work underway at BT Global Services in measuring customer effort. BT’s Dr. Nicola Millard is looking at the extent to which consumers have to work doing business with a company and the impact that effort has on the customer experience and brand loyalty.
We enjoy working with companies that use a robust NPS measuring system. When measured effectively, NPS can give a company quick feedback on initiatives designed to improve customer loyalty. Today’s customers have power. It is not uncommon for customers to post feedback in real time. In the middle of a meal, a restaurant customer can post something (positive or negative) about the service he is receiving then and there.
In the most recent online issue of Marketing Week, a leading UK magazine for marketing news, opinion and information, Lucy Handley, in her article “Is Effort the New Loyalty?” , highlights the work underway at BT Global Services in measuring customer effort. BT’s Dr. Nicola Millard is looking at the extent to which consumers have to work doing business with a company and the impact that effort has on the customer experience and brand loyalty.
We enjoy working with companies that use a robust NPS measuring system. When measured effectively, NPS can give a company quick feedback on initiatives designed to improve customer loyalty. Today’s customers have power. It is not uncommon for customers to post feedback in real time. In the middle of a meal, a restaurant customer can post something (positive or negative) about the service he is receiving then and there.
Artificial intelligence (AI) adoption has risen dramatically in the customer service industry over the last few years. But many contact centers have yet to implement AI. In this eBook, we give an introduction to how customer service leaders are using AI to improve their customer experience.
In the most recent online issue of Marketing Week, a leading UK magazine for marketing news, opinion and information, Lucy Handley, in her article “Is Effort the New Loyalty?” , highlights the work underway at BT Global Services in measuring customer effort. BT’s Dr. Nicola Millard is looking at the extent to which consumers have to work doing business with a company and the impact that effort has on the customer experience and brand loyalty.
We enjoy working with companies that use a robust NPS measuring system. When measured effectively, NPS can give a company quick feedback on initiatives designed to improve customer loyalty. Today’s customers have power. It is not uncommon for customers to post feedback in real time. In the middle of a meal, a restaurant customer can post something (positive or negative) about the service he is receiving then and there.
After reading Linda Hill and Kent Lineback’s HBR Blog Article “Stop Avoiding Office Politics,” I started thinking how I REALLY interacted with those around me. What are the politics in MY world? I am not talking about my wife, sons and new daughter-in-law (although new in-laws always add an additional layer to marriage politics). I am referring to my colleagues at Pretium – consultants, trainers, principals and support staff.
Customer loyalty is built and sustained on the front line, in those daily interactions that take place between front line employees and the customer, who is often calling only because they have an issue or a problem with the company’s product or service. The problem is the vast majority of these interactions, and the systems and behaviors supporting them, have not been proactively shaped and crafted to build customer loyalty.
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.
After reading Linda Hill and Kent Lineback’s HBR Blog Article “Stop Avoiding Office Politics,” I started thinking how I REALLY interacted with those around me. What are the politics in MY world? I am not talking about my wife, sons and new daughter-in-law (although new in-laws always add an additional layer to marriage politics). I am referring to my colleagues at Pretium – consultants, trainers, principals and support staff.
Customer loyalty is built and sustained on the front line, in those daily interactions that take place between front line employees and the customer, who is often calling only because they have an issue or a problem with the company’s product or service. The problem is the vast majority of these interactions, and the systems and behaviors supporting them, have not been proactively shaped and crafted to build customer loyalty.
After reading Linda Hill and Kent Lineback’s HBR Blog Article “Stop Avoiding Office Politics,” I started thinking how I REALLY interacted with those around me. What are the politics in MY world? I am not talking about my wife, sons and new daughter-in-law (although new in-laws always add an additional layer to marriage politics). I am referring to my colleagues at Pretium – consultants, trainers, principals and support staff.
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