InMoment XI
JANUARY 30, 2012
In designing your retail experience, how men and women perceive the experience needs to be considered, especially if you’re a brand that is trying to attract more women. And women hate buying a car…right? You may find our analysis surprising.
Customers Rock!
JANUARY 10, 2012
A lot of businesses love social media because they feel it helps them spread the word about their organization and what they do. And it does. However, I strongly feel one of the most effective uses of social media is to build and deepen relationships with customers – be they consumers, clients, donors, or constituents. I predict this will be a big focus for social media in 2012.
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Service Untitled
JANUARY 25, 2012
Most customers who feel they have been the recipients of poor customer service will never vocalize their feelings to a particular organization. According to First Financial Training Services and the White House Office of Consumer Affairs, only four percent of dissatisfied customers ever complain making the other 96 percent essentially ripe for the picking when another company offering similar services or products appear in the horizon.
Pretium Solutions
JANUARY 22, 2012
I am sure you remember the children’s story The Little Engine That Could. The tough little blue engine just doesn’t quit. He sees the hill in front of him, musters the courage to tackle it and begins churning up and up, slowly but surely. A little bit at a time he makes progress despite the odds against him achieving this seemingly impossible task.
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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.
Very Best Service
JANUARY 31, 2012
'At all times, it is crucial that your customer watch is in place. If your customers are in need of simple advice or find themselves in serious difficulty, you should be at hand, ready to provide immediate assistance. This will prevent a situation from deteriorating and causing irreparable damage. If successful, a rapid intervention will contribute to the establishment of a real bond which could last a lifetime.
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
JANUARY 30, 2012
In designing your retail experience, how men and women perceive the experience needs to be considered, especially if you’re a brand that is trying to attract more women. And women hate buying a car…right? You may find our analysis surprising.
Customers Rock!
JANUARY 24, 2012
This post is part of the Social ROI Blog Carnival at Think Customers: the 1to1 Media blog. Visit the blog carnival post “ Calculating the ROI of Social Media ” to check out the full list of posts from numerous well-known social media thought leaders. There are many ways to measure the success of social media at an organization. Some of these metrics are often focused only on tactical results (ex: number of followers or fans).
Service Untitled
JANUARY 13, 2012
Stabucks UK has a lot of unhappy customers today after the company decided to change the terms of their loyalty program. The previous rewards card offered a free drink for every 15 transactions and a discount on filter coffee. Now it seems that Facebook is buzzing with caffeinated complaints because of the changes as consumers post everything from their disappointments to threats of shredding their loyalty cards.
Pretium Solutions
JANUARY 17, 2012
I have read several blogs and articles lately that seem to be into dissing customer satisfaction as a legitimate call service center metric. Some of the authors of these articles go to great lengths to point out the reality that satisfied customers are consistently bolting from one product to the next. We must move beyond customer satisfaction , as the thinking goes, and find a more meaningful measure to help us develop effective strategies for customer retention and profit optimization.
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom
Very Best Service
JANUARY 16, 2012
'Customer service innovation Innovation in customer service has become increasingly valuable as a way to differentiate from the competition and avoid an all-out price war. But, which is the best way to innovate? The challenge for companies is to determine to what extent the service innovations should be radical and if they are not a rehashed copy of what someone has done before, are they achievable?
Customer Interactions
JANUARY 23, 2012
'With their complex security challenges and many remote locations, banks need solutions that can help them monitor and manage physical security more efficiently and effectively. In this video, Millennium BCP''s Security Manager, Mr. Vitor Monteiro explains how his bank is leveraging NICE Situator to tackle these tough security, safety and operational challenges.
InMoment XI
JANUARY 30, 2012
In designing your retail experience, how men and women perceive the experience needs to be considered, especially if you’re a brand that is trying to attract more women. And women hate buying a car…right? You may find our analysis surprising.
Speaker: David Nisbet, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
Service Untitled
JANUARY 10, 2012
Making a really poor first impression with your customer is almost a guarantee that you can wave goodbye to business in the future, and sadly there are days when the best laid plans of employees and their well rehearsed skills go awry. The question is can a business deal with it so they don’t lose a customer, and how does a business make amends?
Pretium Solutions
JANUARY 1, 2012
Satisfied customers aren’t enough. To drive profitability you must generate customer loyalty and orient your entire organization around that mission. Real customer loyalty is not a short-term proposition; rather, it is a long-term commitment to your products or services, company or brand. In order to create and build Loyal Promoters and improve customer retention , your company must be customer-centric.
Very Best Service
JANUARY 3, 2012
'Your understanding of the environment where your company offers its business services will be crucial in determining the success of your operation. What are the constraints? Where do the customers come from and what will be their state of mind when they finally reach you? Taking an helicopter view can often be useful to understand these factors and help you define the broad parameters before focusing on the details of your service delivery Pictur e courtesy of Claire Boyles with our thanks - [l
Customer Interactions
JANUARY 16, 2012
'In Lewis Carroll’s “Alice in Wonderland” the main character is wandering through a bewildering new land with no idea what lay ahead. She happens across the strange talking “Cheshire Cat” and an interesting dialog ensues about which road to take. After discerning her lack of any destination other than to get “somewhere” the sanguine Cat finally tells her, “If you don’t know where you’re going then any road will get you there.
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InMoment XI
JANUARY 26, 2012
Thanks to all who have provided comments and feedback on The Ride. I really appreciate it. To keep it fresh, I want to start something new today and every Friday. It’s called “The Lighter Side” and it will highlight a video or written piece that takes us away from our regular analytic slant and toward. View Article.
Service Untitled
JANUARY 31, 2012
Before I leave my house in the morning, I grab my car keys, purse and of course, my smartphone. AT&T sold 9.4 million of these in the fourth quarter of 2011. Is it any wonder that the 2X4 inch tidy packages of computer chips have revolutionized everyday behaviors including the way we shop? We read on them, play Words With Friends, make dinner reservations, buy concert tickets, and frequently text.
Pretium Solutions
JANUARY 12, 2012
My youngest son, Jeffrey, was never very good at math. He struggled from the earliest 3 and 4 times tables and could never find his comfort level after that. It wasn’t for lack of trying (well, maybe sometimes it was). He simply was not geared toward numbers. I remember the first few times he tried to reconcile equations – Wow, what an adventure!
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Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?
InMoment XI
JANUARY 26, 2012
Thanks to all who have provided comments and feedback on The Ride. I really appreciate it. To keep it fresh, I want to start something new today and every Friday. It’s called “The Lighter Side” and it will highlight a video or written piece that takes us away from our regular analytic slant and toward.
InMoment XI
JANUARY 26, 2012
Thanks to all who have provided comments and feedback on The Ride. I really appreciate it. To keep it fresh, I want to start something new today and every Friday. It’s called “The Lighter Side” and it will highlight a video or written piece that takes us away from our regular analytic slant and toward.
InMoment XI
JANUARY 24, 2012
I want to pass something along that you might find helpful. Bruce Temkin is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. He comes with a very good resume with experience at Forrester Research and GE. He has an MBA from MIT Sloan School. View Article.
InMoment XI
JANUARY 24, 2012
I want to pass something along that you might find helpful. Bruce Temkin is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. He comes with a very good resume with experience at Forrester Research and GE. He has an MBA from MIT Sloan School.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
InMoment XI
JANUARY 24, 2012
I want to pass something along that you might find helpful. Bruce Temkin is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. He comes with a very good resume with experience at Forrester Research and GE. He has an MBA from MIT Sloan School.
InMoment XI
JANUARY 20, 2012
I’d like to introduce you to one of my colleagues, Dr. Scott Pimley. Scott is Director, Solutions Architecture and works out of our Torrance, CA office. He put together this post to shed some light on where we stand as an industry in terms of the retail experience. The automotive world frequently gets a. View Article.
InMoment XI
JANUARY 20, 2012
I’d like to introduce you to one of my colleagues, Dr. Scott Pimley. Scott is Director, Solutions Architecture and works out of our Torrance, CA office. He put together this post to shed some light on where we stand as an industry in terms of the retail experience. The automotive world frequently gets a.
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