InMoment XI
APRIL 27, 2012
One of the many benefits of having teenage sons is that they bring to your attention things that are potentially very interesting. To that end, our oldest sent me a link to a new video game that was only a matter of time. Those who have played (or watched our kids play) Roller Coaster Tycoon, View Article.
Pretium Solutions
APRIL 12, 2012
Any customer experience may be so typical that sometimes you don’t even notice it anymore. You walk into a retail outlet, a fast food restaurant or a convenience store and the person serving you looks at you through bleary eyes, almost completely disinterested in your needs or wants, says a scripted “Can I help you?” and then embarks on the mostly disengaged process of filling your order.
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Service Untitled
APRIL 4, 2012
Does your organization have a Facebook page where a customer can either “Like” or become “Friends”? Nowadays businesses are either riding the social media train or stranded at the depot. Clients and customers love the personal touch and having the ability to comment on an issue; the problem arises however, when no one from the company responds back or follows up on a complaint, lack of service, or even a social issue.
Customer Input
APRIL 1, 2012
'Customer input Ltd announces today the launch of CEM HA Suite, the first ever total customer experience management solution. It automates in-depth analysis of customer attitudes, behaviors and needs across all company touch-points and includes company policies and procedures management and training modules.
Speaker: Jason Cottrell and Gireesh Sahukar
Retailers know the clock is ticking–legacy SAP Commerce support ends in 2026. Legacy platforms are becoming a liability burdened by complexity, rigidity, and mounting operational costs. But modernization isn’t just about swapping out systems, it’s about preparing for a future shaped by real-time interactions, AI powered buying assistants, and flexible commerce architecture.
Very Best Service
APRIL 12, 2012
'What is the link between a fish and customer service ? Better hope that there are none. Unless you operate in the fish industry, it is better to avoid fishy customer service practices. There are no clear universal pointers as to what ''fishy'' means but it could include known sub-standard operations, unfair practices, insufficient documentation, misleading advertising and many more horrible items that we can not quote in a blog dedicated to good customer service.
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
APRIL 27, 2012
One of the many benefits of having teenage sons is that they bring to your attention things that are potentially very interesting. To that end, our oldest sent me a link to a new video game that was only a matter of time.
Pretium Solutions
APRIL 25, 2012
Optimizing call center performance can be a tricky proposition for call center leaders and managers. There is so much to think about – systems, processes, technology, customer service agents , supervisors, KPIs, loyalty metrics, service channels – the list goes on and on. The pressure to succeed can be intense, sometimes overwhelming, and the challenges just seem to keep coming.
Service Untitled
APRIL 15, 2012
Last evening a group of us went out to dinner at a popular Italian restaurant. One has to realize that South Florida – namely Palm Beach County is rich with tourists, snowbirds, and an occasional rude diner which gives us the opportunity to learn by someone’s mistakes. Our party was only seated for a few minutes when a rather rude uproar began at the next table.
Customer Input
APRIL 1, 2012
Customer input Ltd announces today the launch of CEM HA Suite, the first ever total customer experience management solution. It automates in-depth analysis of customer attitudes, behaviors and needs across all company touch-points and includes company policies and procedures management and training modules.
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Brad Cleveland Blog
APRIL 26, 2012
Terms related to social media are quickly evolving, and must be used and interpreted in context. For example, I’m often asked for advice on shaping a “social strategy.” It’s an important question — but without further definition, can be overly vague. Social media is a vast and ever-expanding array of platforms, tools and capabilities.
Customer Interactions
APRIL 16, 2012
'In this blog published in SMT Online, NICE’s EMEA Security marketing manager Jamie Wilson, a security expert and self-described sports enthusiast, examines the current state of stadium security in light of recent events and the upcoming London 2012 Olympics games.
InMoment XI
APRIL 27, 2012
One of the many benefits of having teenage sons is that they bring to your attention things that are potentially very interesting. To that end, our oldest sent me a link to a new video game that was only a matter of time.
Pretium Solutions
APRIL 4, 2012
I stumbled on a statistic this morning that absolutely blew my mind. Maybe I hadn’t had enough coffee yet, but I literally went bug-eyed. “People on Facebook share approximately 1 million links every 20 minutes.”. Enthusiastically, I repeated this out loud to my 16-year old daughter who looked at me like I had two heads and almost snickered, “Uh, yeah Mom, what about it?”.
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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.
Service Untitled
APRIL 23, 2012
I recently finished reading The Welcomer Edge: Unlocking the Secrets to Repeat Business by Richard R. Shapiro who is the founder and President of The Center For Client Retention (TCFCR). Mr. Shapiro’s organization provides research, training, and consulting services to Fortune 500 corporations on how to improve customer service. The book begins with a lighthearted description of four distinct categories of customer service personnel any organization is likely to have on their payroll: We b
InMoment XI
APRIL 24, 2012
I was encouraged last week when I received a message from a reader of The Ride who lives in Japan and works for an auto manufacturer there. It points out the truly global nature of our business and in that vein, I want to share with you a great study that my colleagues in our. View Article.
InMoment XI
APRIL 24, 2012
The fundamental goal of the fledgling CX discipline is not to gold-plate company offerings. It’s to treat target customers in a way that increases long-term company profitability. Most managers don’t get that.
InMoment XI
APRIL 24, 2012
I was encouraged last week when I received a message from a reader of The Ride who lives in Japan and works for an auto manufacturer there. It points out the truly global nature of our business and in that vein, I want to share with you a great study that my colleagues in our.
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
APRIL 24, 2012
The fundamental goal of the fledgling CX discipline is not to gold-plate company offerings. It’s to treat target customers in a way that increases long-term company profitability. Most managers don’t get that.
InMoment XI
APRIL 24, 2012
I was encouraged last week when I received a message from a reader of The Ride who lives in Japan and works for an auto manufacturer there. It points out the truly global nature of our business and in that vein, I want to share with you a great study that my colleagues in our.
InMoment XI
APRIL 24, 2012
The fundamental goal of the fledgling CX discipline is not to gold-plate company offerings. It’s to treat target customers in a way that increases long-term company profitability. Most managers don’t get that.
InMoment XI
APRIL 19, 2012
We are now more than a year removed from the devastating earthquake and tsunami that rocked Japan. Much has been written about the far reaching effects of that disaster and the effects continue. In the April 2nd edition of Automotive News in the article “Electric shortages worry Japan” Hans Greimel warns of electricity shortages the. View Article.
Speaker: Jennifer Hodroge, Omni-Channel Strategic Leader, Forrester CX Certified
Marketers know that personalization is the key to engagement—but with limited budgets and time, how do you prioritize what, where, and how to personalize? Aligning your content, campaigns, and buyer experiences requires a deep understanding of customer needs. In this new webinar with expert Jennifer Hodroge, we’ll explore how to leverage insights and customer journey mapping to build personalization strategies that deliver real impact.
InMoment XI
APRIL 19, 2012
We are now more than a year removed from the devastating earthquake and tsunami that rocked Japan. Much has been written about the far reaching effects of that disaster and the effects continue. In the April 2nd edition of Automotive News in the article “Electric shortages worry Japan” Hans Greimel warns of electricity shortages the.
InMoment XI
APRIL 19, 2012
We are now more than a year removed from the devastating earthquake and tsunami that rocked Japan. Much has been written about the far reaching effects of that disaster and the effects continue. In the April 2nd edition of Automotive News in the article “Electric shortages worry Japan” Hans Greimel warns of electricity shortages the.
InMoment XI
APRIL 16, 2012
My wife and I had dinner the other week with Dennis Bruce and his wife. For those who live outside of Canada, you may be not familiar with Dennis, but in Canada, he is best known for being “the guy” who came up with Freedom 55. Dennis has headed up various agencies in different parts. View Article.
InMoment XI
APRIL 16, 2012
My wife and I had dinner the other week with Dennis Bruce and his wife. For those who live outside of Canada, you may be not familiar with Dennis, but in Canada, he is best known for being “the guy” who came up with Freedom 55. Dennis has headed up various agencies in different parts.
Advertiser: ZoomInfo
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InMoment XI
APRIL 16, 2012
My wife and I had dinner the other week with Dennis Bruce and his wife. For those who live outside of Canada, you may be not familiar with Dennis, but in Canada, he is best known for being “the guy” who came up with Freedom 55. Dennis has headed up various agencies in different parts.
InMoment XI
APRIL 12, 2012
In the film Five Easy Pieces, Jack Nicholson depicts the surly oil rig worker Robert Eroica Dupea. Shot in 1970, the chicken salad sandwich scene lives on in film history. The clip not only gives us good insight into Nicholson’s character, but 42 years later I believe it also gives us great insight into the. View Article.
InMoment XI
APRIL 12, 2012
In the film Five Easy Pieces, Jack Nicholson depicts the surly oil rig worker Robert Eroica Dupea. Shot in 1970, the chicken salad sandwich scene lives on in film history. The clip not only gives us good insight into Nicholson’s character, but 42 years later I believe it also gives us great insight into the.
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