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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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.
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.
Speaker: Amanda Adams, Fractional CFO, CPA
Are you ready to elevate your accounting processes for 2025? 🚀 Join us for an exclusive webinar led by Amanda Adams, 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.
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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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.
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?
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.
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: 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.
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 14, 2012
In our professional lives, surveys are an indispensable tool in our enterprise voice arsenal. When combined with operational data, business performance metrics, social media chatter and other less-structured forms of customer voice (e.g. call center logs, online comment cards, in-bound emails and letters), survey results form the critical foundation of a rich and robust voice of the enterprise choir.
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 14, 2012
In our professional lives, surveys are an indispensable tool in our enterprise voice arsenal. When combined with operational data, business performance metrics, social media chatter and other less-structured forms of customer voice (e.g. call center logs, online comment cards, in-bound emails and letters), survey results form the critical foundation of a rich and robust voice of the enterprise choir.
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
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 14, 2012
In our professional lives, surveys are an indispensable tool in our enterprise voice arsenal. When combined with operational data, business performance metrics, social media chatter and other less-structured forms of customer voice (e.g. call center logs, online comment cards, in-bound emails and letters), survey results form the critical foundation of a rich and robust voice of the enterprise choir.
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.
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