Video: Oh The Humanity…
InMoment XI
DECEMBER 31, 2011
Organizations must learn from their failures in 2011 to grow the business successfully in 2012.
December, 2011
150 
Poor customer service results in long term brand damage
Service Untitled
DECEMBER 5, 2011
American Express Global Customer Barometer, a survey conducted in ten countries examined the public attitudes and preferences of consumers toward customer service. While Australian customers ranked high as the most vocal when it comes to bad customer service, the results and feelings of consumers are still universal. Just think about the effects of poor customer service on our own shores and how easily bad news spreads so quickly.
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3 Resolutions for Excellent Customer Service in 2012
Pretium Solutions
DECEMBER 26, 2011
Well, the ribbons are barely off the holiday packages and we are still digesting the last of the figgy pudding, so that means it must be time for us to fill the air with lots of resolutions for 2012. In these waning days of 2011, we hear much pontificating on those things that will make life better for everyone in 2012. Many of these resolutions will be fairy tale fancies that do not even have a chance of coming true … but this is also a time when we can honestly reflect on worthy and important
Bread and butter customer service
Very Best Service
DECEMBER 8, 2011
'Is it the end of bread and butter service ? The increasing sophistication of marketing tools and techniques mean that many businesses have upped their game to improve the shopping experience they offer to their customers. These activities can lead to the creation of extra layers of costs and inefficiencies which are not always fully valued by the customers.
The Evolving Retailers Fulfillment Strategy: Meeting Demands with Agility
Speaker: Becky Parisotto
Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever
I Love Amsterdam; Mainland Chinese Love Hong Kong
Sampson Lee
DECEMBER 1, 2011
Alice Tse loves Amsterdam and Mainland Chinese love Hong Kong for different reasons; identify your battles – touch-point experiences – to win and to lose. I amsterdam: A City of Differences by Alice Tse, Global CEM Operations Director – Hong Kong ‘I amsterdam’ is the name of the official English-language website for the City of […].
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Video: Oh The Humanity…
InMoment XI
DECEMBER 31, 2011
Organizations must learn from their failures in 2011 to grow the business successfully in 2012
Four Ways Senior Leaders Can Be Aware of Customer Issues
Service Untitled
DECEMBER 13, 2011
There are four key ways that senior leaders can make sure they stay in the loop regarding customer issues: 1. Spend Time Talking to Employees. Senior leaders should use a structured process for interacting with employees so front-line issues can be discussed. This is important for both leaders and as well as employees in that it makes workers feel valued but also helps senior management better understand the things staff are dealing with.
Navigating the Customer Loyalty Highway: Avoiding a Crash from Negative Customer Emotions & Effort
Pretium Solutions
DECEMBER 27, 2011
Customer experience research from the Customer Contact Council tells us that reducing customer effort is a critical component in building customer loyalty. The more actual, or even perceived, effort customers must invest in the customer experience, the lower the chances they will start or continue down the road toward product, brand or company loyalty – the Loyalty Highway.
The Contact Center’s Opportunity to Deliver Strategic Value
Brad Cleveland Blog
DECEMBER 7, 2011
By harnessing what’s learned from interacting with customers, contact centers (call centers) have enormous potential to provide valuable intelligence and support to other parts of the company.
4 HR Predictions for 2025: Supercharge Your Employee Experience with Internal Communications
Speaker: Carolyn Clark and Miriam Connaughton
The future of HR is here, and it's all about collaboration, innovation, and impact. Join us for a forward-thinking session where seasoned experts Miriam and Carolyn will share insights and practical strategies to help you stay ahead of evolving HR trends. Discover how to build strong partnerships with internal teams to craft a transparent, authentic, and connected workforce experience.
Paris 2011: The New Total Customer Experience (TCE)
Sampson Lee
DECEMBER 1, 2011
Ro King and her niece explore Paris through emerging channels and touch-points in the era of Internet—managing your brand equals managing the TCE. Summer in Paris by Ro King, Global CEM International Partner – the United States Many teenage girls dream of visiting Paris and this summer, I was able to make that dream come […].
Situation Management: What’s Next in NG9-1-1
Customer Interactions
DECEMBER 6, 2011
'In the universe of public safety communications, the stars seem to be aligning for Next Generation 9-1-1 (NG9-1-1). NG9-1-1 standards have taken shape and, by all reports, some emergency communications centers will be ready to receive live Next Gen 9-1-1 calls in the near future. Exactly when the complete transition to NG9-1-1 will take place is not entirely clear, but one thing is certain: when the mass migration does take place it will bring with it a flood of information—text, still im
Oh The Humanity…
InMoment XI
DECEMBER 31, 2011
Organizations must learn from their failures in 2011 to grow the business successfully in 2012
Airports and excellent customer service – can it really be?
Service Untitled
DECEMBER 12, 2011
The next time you’re sitting in one of those impossibly uncomfortable hard plastic seats at Newark International Airport and you see a suggestion box hidden somewhere, slip a picture of Singapore’s Changi International Airport in there. It’s certain to be an experience any traveler will remember for years to come. In the online blog The Middle Seat , Scott McCartney writes about Andrew Tregonning and his wife’s experience covering the joys of an airport.
2024 State of Customer Education Report
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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.
Navigating the Customer Loyalty Highway: Avoiding a Crash from Negative Customer Emotions & Effort
Pretium Solutions
DECEMBER 27, 2011
Customer experience research from the Customer Contact Council tells us that reducing customer effort is a critical component in building customer loyalty. The more actual, or even perceived, effort customers must invest in the customer experience, the lower the chances they will start or continue down the road toward product, brand or company loyalty – the Loyalty Highway.
The Contact Center’s Opportunity to Deliver Strategic Value
Brad Cleveland Blog
DECEMBER 7, 2011
By harnessing what’s learned from interacting with customers, contact centers (call centers) have enormous potential to provide valuable intelligence and support to other parts of the company.
Timing Is Everything
InMoment XI
DECEMBER 22, 2011
Understanding why your customers enter the market when they did is important in developing strategic initiatives.
Timing Is Everything
InMoment XI
DECEMBER 22, 2011
Understanding why your customers enter the market when they did is important in developing strategic initiatives
Less Stress, More Success: Accounting Best Practices & Processes for 2025
Speaker: Duke Heninger, Partner and Fractional CFO at Ampleo & Creator of CFO System
Are you ready to elevate your accounting processes for 2025? 🚀 Join us for an exclusive webinar led by Duke Heninger, a seasoned fractional CFO and CPA passionate about transforming back-office operations for finance teams. This session will cover critical best practices and process improvements tailored specifically for accounting professionals.
Timing Is Everything
InMoment XI
DECEMBER 22, 2011
Understanding why your customers enter the market when they did is important in developing strategic initiatives
Video: Was the LA Auto Show Worth It?
InMoment XI
DECEMBER 21, 2011
Millions are spent on auto shows. Is it worth it?
Marketing Myopia and the 21st Century Automotive Business
InMoment XI
DECEMBER 21, 2011
Redefining what an auto company does could be useful.
Video: Was the LA Auto Show Worth It?
InMoment XI
DECEMBER 21, 2011
Millions are spent on auto shows. Is it worth it?
Frost Radar: Voice of Customer Analytics, 2024
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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.
Marketing Myopia and the 21st Century Automotive Business
InMoment XI
DECEMBER 21, 2011
Redefining what an auto company does could be useful
Was the LA Auto Show Worth It?
InMoment XI
DECEMBER 21, 2011
Millions are spent on auto shows. Is it worth it?
Marketing Myopia and the 21st Century Automotive Business
InMoment XI
DECEMBER 21, 2011
Redefining what an auto company does could be useful
The World Champion at Play
InMoment XI
DECEMBER 16, 2011
For those who haven’t seen this video, this is cool. Sebastian Vettel at the wheel of the Red Bull simulator doing a lap of Spa. Why can’t all video games be like this? We talk a lot in the industry about “fun to drive.” This is fun to drive! Enjoy.
Prepare Now: 2025s Must-Know Trends For Product And Data Leaders
Speaker: Jay Allardyce, Deepak Vittal, Terrence Sheflin, and Mahyar Ghasemali
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.
Voice of Customer Matures, But…
InMoment XI
DECEMBER 12, 2011
It has been a joy to watch our clients’ Voice of Customer initiatives season and mature over the last few years. Some things do get better with age, and a finely-honed VoC initiative is no exception. This is a reminder, however, to continue sweating the small stuff. Specifically, I mean reacting to tactical customer feedback in a prompt fashion: Addressing customer concerns and complaints swiftly and sincerely with empathy, and responding quickly to customer compliments to reinforce their enthus
Voice of Customer Matures, But…
InMoment XI
DECEMBER 12, 2011
It has been a joy to watch our clients’ Voice of Customer initiatives season and mature over the last few years. Some things do get better with age, and a finely-honed VoC initiative is no exception. This is a reminder, however, to continue sweating the small stuff. Specifically, I mean reacting to tactical customer feedback in a prompt fashion: Addressing customer concerns and complaints swiftly and sincerely with empathy, and responding quickly to customer compliments to reinforce their enthus
Voice of Customer Matures, But…
InMoment XI
DECEMBER 12, 2011
It has been a joy to watch our clients’ Voice of Customer initiatives season and mature over the last few years. Some things do get better with age, and a finely-honed VoC initiative is no exception. This is a reminder, however, to continue sweating the small stuff. Specifically, I mean reacting to tactical customer feedback in a prompt fashion: Addressing customer concerns and complaints swiftly and sincerely with empathy, and responding quickly to customer compliments to reinforce their enthus
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