Service Untitled

NOVEMBER 18, 2011

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?

Airlines 55

Airlines Advertising Poor Customer Service Course 55

Pretium Solutions

NOVEMBER 4, 2011

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.

Net Promoter Score 49

Net Promoter Score Brands Touchpoint Loyalty 49

Sampson Lee

NOVEMBER 30, 2011

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 […].

Brands 40

Brands CEM Customer Experience Customers 40

Very Best Service

NOVEMBER 28, 2011

'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.

Customer Service 40

Customer Service Customers Company 40

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Customer Interactions

NOVEMBER 21, 2011

'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!

Government 33

Government Conference Video Groups 33

Service Untitled

NOVEMBER 1, 2011

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.

Poor Customer Service 51

Poor Customer Service Customer Service Airlines Transportation 51

Pretium Solutions

NOVEMBER 22, 2011

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.

Net Promoter Score 40

Net Promoter Score Loyalty Brands Effort Score 40

Sampson Lee

NOVEMBER 30, 2011

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 […].

CEM 40

CEM Travel Brands Customer Experience 40

Very Best Service

NOVEMBER 19, 2011

'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?

Feedback 40

Feedback Customer Satisfaction Metrics Measurement 40

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Data

Customer Interactions

NOVEMBER 7, 2011

'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.

Video 30

Video Management 30

Brad Cleveland Blog

NOVEMBER 12, 2011

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.

Customer relationships 20

Customer relationships Customers Interaction Connections 20

Service Untitled

NOVEMBER 22, 2011

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

Customer Service 48

Customer Service Policies Entertainment Advertising 48

Pretium Solutions

NOVEMBER 22, 2011

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.

Net Promoter Score 40

Net Promoter Score Loyalty Brands Effort Score 40

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Voice of Customer

Service Untitled

NOVEMBER 7, 2011

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.

Customer Service 46

Customer Service e-support Customer Satisfaction Customer Service Representative 46

Service Untitled

NOVEMBER 14, 2011

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.

Culture 44

Culture Video Airlines Advertising 44

Service Untitled

NOVEMBER 28, 2011

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.

Retail 44

Retail Rewards Programs Advertising Customer Service Strategies 44

Pretium Solutions

NOVEMBER 22, 2011

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.

Net Promoter Score 40

Net Promoter Score Loyalty Brands Effort Score 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

Pretium Solutions

NOVEMBER 14, 2011

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.

Loyalty 40

Loyalty Net Promoter Score Brands Customer Experience 40

Pretium Solutions

NOVEMBER 14, 2011

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.

NPS 40

NPS Effort Score Measurement Loyalty 40

Pretium Solutions

NOVEMBER 14, 2011

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.

Loyalty 40

Loyalty Net Promoter Score Brands Customer Experience 40

Pretium Solutions

NOVEMBER 14, 2011

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.

NPS 40

NPS Effort Score Measurement Loyalty 40

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

Pretium Solutions

NOVEMBER 14, 2011

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.

Loyalty 40

Loyalty Net Promoter Score Brands Customer Experience 40

Pretium Solutions

NOVEMBER 14, 2011

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.

NPS 40

NPS Effort Score Measurement Loyalty 40

Pretium Solutions

NOVEMBER 4, 2011

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.

Exercises 40

Exercises Leadership Consulting Analysis 40

Pretium Solutions

NOVEMBER 4, 2011

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.

Net Promoter Score 40

Net Promoter Score Brands Touchpoint Loyalty 40

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

Pretium Solutions

NOVEMBER 4, 2011

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.

Exercises 40

Exercises Leadership Consulting Analysis 40

Pretium Solutions

NOVEMBER 4, 2011

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.

Net Promoter Score 40

Net Promoter Score Brands Touchpoint Loyalty 40

Pretium Solutions

NOVEMBER 4, 2011

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.

Exercises 40

Exercises Leadership Consulting Analysis 40