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.
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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.
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.
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.
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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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.
Service Untitled
APRIL 11, 2012
Mother’s Day is coming, and with that comes the busiest day of the year for florists. Many of us order our flowers over the phone or the Internet, and since holidays are a one shot deal when it comes to flowers being at their required destination on time, we as consumers hold florists to a high level of “flower” responsibility. This past Valentine’s Day, Washington Post’s Melissa Bell stated, “Love hath no fury like a flower customer scoffed.” It seems a
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: 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
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: 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
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 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.
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
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.
InMoment XI
APRIL 9, 2012
A few weeks back on the The Ride I wrote about how the automotive industry placed third compared to other industries in our CE Benchmarks Study in delivering high levels of customer satisfaction. I’m here to tell you today that there are exceptions. As I write this, I’m sitting on a ceramic step of the. View Article.
InMoment XI
APRIL 9, 2012
A few weeks back on the The Ride I wrote about how the automotive industry placed third compared to other industries in our CE Benchmarks Study in delivering high levels of customer satisfaction. I’m here to tell you today that there are exceptions. As I write this, I’m sitting on a ceramic step of the.
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