InMoment XI
FEBRUARY 27, 2012
I am pleased to once again welcome my California colleague, Dr. Scott Pimley to The Ride. As Director Of Solutions Architecture in Maritz’ Torrance office, Scott has 31+ years in the research industry so he brings a wealth of experience to the blog. Purchasing a new vehicle is a big decision and customers want. View Article.
Pretium Solutions
FEBRUARY 7, 2012
The goal of any professional sports team is always to win the ultimate prize. As many of us saw this past weekend, in American football, the ultimate prize is the Super Bowl. In European football, it’s the World Cup. In baseball, it’s the World Series. To the casual observer, it may seem as if the top prize is earned by the athletes who happen to prevail over their opponents in the final contest – just sheer competition on the field of play.
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Service Untitled
FEBRUARY 15, 2012
Customer service isn’t an easy task, and for the representatives who successfully calm angry customers, soothe irate tempers, and are able to solve consumer problems in a polite and reasonable manner are those employees any great company should consider giving a raise in salary. Staying calm isn’t always the easiest task to do, especially when the attacks are often met with rudeness and unprofessional behavior on the part of the customer.
Very Best Service
FEBRUARY 27, 2012
'Customer service guide : When designing a new customer service guide, executives could usefully draw parallels between customers finding their way in the market place and sailors navigating across unknown waters. More often than not, difficulties can be avoided by learning from the experience of others who have just followed the same path. The key to success is to capture that experience and make judicious use of all modern technologies and tools to guide customers through the buying process.
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Annie Tsai
FEBRUARY 5, 2012
A small tweak in perspective can go a long way. A few years ago I found myself in a rut. After catching up with a mentor, I took her advice and started looking at projects as building blocks as opposed to stops a train makes on its way from Point A to Point B. In […].
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
FEBRUARY 27, 2012
I am pleased to once again welcome my California colleague, Dr. Scott Pimley to The Ride. As Director Of Solutions Architecture in Maritz’ Torrance office, Scott has 31+ years in the research industry so he brings a wealth of experience to the blog. Purchasing a new vehicle is a big decision and customers want.
Pretium Solutions
FEBRUARY 19, 2012
I made what I think is an observation about an unusual difference between men and women today while I was on the tennis court. That’s right, the tennis court. About four years ago, I began my tennis quest. And my singular mission was and remains rather simple – to not be embarrassing. You see, I have a daughter who plays competitive junior tennis and looks like a pro out there.
Service Untitled
FEBRUARY 27, 2012
Market Watch issued a press release earlier today about studies done by Intellishop and Rate Watch citing credit unions and small community banks missing their market share of banking business due to sales efforts. The mystery audit services sent 120 anonymous auditors out who posed as new checking account prospects, and even though small banks were seen as pleasant, the criticism of having a too “laid back” approach regarding selling the benefits of their bank were losing these orga
InMoment XI
FEBRUARY 27, 2012
I am pleased to once again welcome my California colleague, Dr. Scott Pimley to The Ride. As Director Of Solutions Architecture in Maritz’ Torrance office, Scott has 31+ years in the research industry so he brings a wealth of experience to the blog. Purchasing a new vehicle is a big decision and customers want.
Advertiser: ZoomInfo
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.
InMoment XI
FEBRUARY 27, 2012
During last week’s webinar with Forrester analyst Kerry Bodine, we discussed the importance of what she calls the “customer cascade,” which goes like this: Companies need to develop deep customer insight in order to design and deliver great customer experiences and ultimately reap the financial rewards that follow. Insight, action, result. It’s a true and beautiful pattern, and it’s been pretty well documented in recent years.
InMoment XI
FEBRUARY 27, 2012
During last week’s webinar with Forrester analyst Kerry Bodine, we discussed the importance of what she calls the “customer cascade,” which goes like this: Companies need to develop deep customer insight in order to design and deliver great customer experiences and ultimately reap the financial rewards that follow. Insight, action, result. It’s a true and beautiful pattern, and it’s been pretty well documented in recent years.
InMoment XI
FEBRUARY 27, 2012
During last week’s webinar with Forrester analyst Kerry Bodine, we discussed the importance of what she calls the “customer cascade,” which goes like this: Companies need to develop deep customer insight in order to design and deliver great customer experiences and ultimately reap the financial rewards that follow. Insight, action, result. It’s a true and beautiful pattern, and it’s been pretty well documented in recent years.
InMoment XI
FEBRUARY 23, 2012
You may have noticed Charles Duhigg’s article “How Companies Learn Your Secrets” in this past weekend’s New York Times Magazine. The article deals with Target and how they use customer information to better understand buyer behavior. As an industry that is trying to do a better job listening to and acting upon the Voice of. View Article.
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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.
InMoment XI
FEBRUARY 23, 2012
You may have noticed Charles Duhigg’s article “How Companies Learn Your Secrets” in this past weekend’s New York Times Magazine. The article deals with Target and how they use customer information to better understand buyer behavior. As an industry that is trying to do a better job listening to and acting upon the Voice of.
InMoment XI
FEBRUARY 23, 2012
You may have noticed Charles Duhigg’s article “How Companies Learn Your Secrets” in this past weekend’s New York Times Magazine. The article deals with Target and how they use customer information to better understand buyer behavior. As an industry that is trying to do a better job listening to and acting upon the Voice of.
InMoment XI
FEBRUARY 21, 2012
There are various misconceptions around first time new vehicle buyers. Some believe them to be the young 22 year old kid coming out of college or university. But is this really the case? Take a look and see what you think. It may surprise you.
InMoment XI
FEBRUARY 21, 2012
If you don’t proactively design your customer experience, one will be provided for you. How easy is it to buy your product or service? Is your customer’s experience littered with overly complicated phone trees, slow response times, or unknowledgeable staff? Have you mapped out your customer’s experience and do you thoroughly understand all of the points of contact with your typical customer?
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InMoment XI
FEBRUARY 21, 2012
There are various misconceptions around first time new vehicle buyers. Some believe them to be the young 22 year old kid coming out of college or university. But is this really the case? Take a look and see what you think. It may surprise you.
InMoment XI
FEBRUARY 21, 2012
If you don’t proactively design your customer experience, one will be provided for you. How easy is it to buy your product or service? Is your customer’s experience littered with overly complicated phone trees, slow response times, or unknowledgeable staff? Have you mapped out your customer’s experience and do you thoroughly understand all of the points of contact with your typical customer?
InMoment XI
FEBRUARY 21, 2012
There are various misconceptions around first time new vehicle buyers. Some believe them to be the young 22 year old kid coming out of college or university. But is this really the case? Take a look and see what you think. It may surprise you.
InMoment XI
FEBRUARY 21, 2012
If you don’t proactively design your customer experience, one will be provided for you. How easy is it to buy your product or service? Is your customer’s experience littered with overly complicated phone trees, slow response times, or unknowledgeable staff? Have you mapped out your customer’s experience and do you thoroughly understand all of the points of contact with your typical customer?
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.
InMoment XI
FEBRUARY 13, 2012
A few weeks back on January 20th, we looked at how the automotive retail experience stacks up against other industries and we learned that on the whole, it wasn’t bad. Automotive customers’ expectations are constantly increasing, but as an industry, are we keeping up? I believe you might find the results encouraging.
InMoment XI
FEBRUARY 13, 2012
A few weeks back on January 20th, we looked at how the automotive retail experience stacks up against other industries and we learned that on the whole, it wasn’t bad. Automotive customers’ expectations are constantly increasing, but as an industry, are we keeping up? I believe you might find the results encouraging.
InMoment XI
FEBRUARY 13, 2012
A few weeks back on January 20th, we looked at how the automotive retail experience stacks up against other industries and we learned that on the whole, it wasn’t bad. Automotive customers’ expectations are constantly increasing, but as an industry, are we keeping up? I believe you might find the results encouraging.
InMoment XI
FEBRUARY 9, 2012
Welcome to The Lighter Side. For those who don’t know me, I really enjoy Formula One. I love the speed, the technology, the pagentry, and the history. This clip combines a number of those items. It was filmed at Unit 2, a low-roofed brick former factory at McLaren’s operation in the UK. Lewis Hamilton and. View Article.
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.
InMoment XI
FEBRUARY 9, 2012
Welcome to The Lighter Side. For those who don’t know me, I really enjoy Formula One. I love the speed, the technology, the pagentry, and the history. This clip combines a number of those items. It was filmed at Unit 2, a low-roofed brick former factory at McLaren’s operation in the UK. Lewis Hamilton and.
InMoment XI
FEBRUARY 9, 2012
Welcome to The Lighter Side. For those who don’t know me, I really enjoy Formula One. I love the speed, the technology, the pagentry, and the history. This clip combines a number of those items. It was filmed at Unit 2, a low-roofed brick former factory at McLaren’s operation in the UK. Lewis Hamilton and.
InMoment XI
FEBRUARY 7, 2012
Citing such diverse individuals as Albert Camus and Martin Luther King Jr,, Chrysler-Fiat Director and Chairman Sergio Marchionne took the stage here in Las Vegas at the NADA convention on Saturday. Even though his statements about CNG powered vehicles seem to garner most of the headlines, there was another area that caught my attention that. View Article.
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