InMoment XI
JUNE 26, 2012
Seems pretty straightforward. We teach our kids about it. We expect it from our colleagues. We demand it from companies we buy from. But in hard number terms, what’s the benefit to dealers if they’re honest, and probably more important, perceived as being honest by their customers? We explore this relationship in today’s Ride. Thanks.
Service Untitled
JUNE 5, 2012
It’s not that we need surveys to show which organizations step out of the box to ensure a concierge level of excellence so coveted by consumers; organizations like Zappos, Amazon, and Nordstrom essentially offer everyone “fantastic” service. Customers who feel they have been treated royally will return to spend more money and even pay a premium for products or services.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Pretium Solutions
JUNE 11, 2012
John Burton, a Director of Product Management on the CRM Team at SAP, posted an article yesterday entitled “ Uh, Oh! Call Center Reps Gone Wild! ” In it, John writes rather colorfully about the apparent lack of balance in many organizations between efforts to create great customer experiences , on the one hand, and enforcement of corporate policies and procedures, on the other.
Very Best Service
JUNE 20, 2012
'Should you want it or not, your company customer service performance is very likely to be a key determinant of its future success. Customer service as a rainmaker ? Its impact can not be underestimated but should conditions deteriorate and bring a little rain, make sure that all your customer service efforts bring a little ray of sunshine to spectacular effect.
Advertisement
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.
Customer Interactions
JUNE 27, 2012
'Urgent Communications’ Editor Glenn Bischoff recently caught up with Diamond Chaflawee, NICE Systems’ Director of Marketing for the Public Safety Sector, at NENA. Diamond gave Glenn a primer on NICE Inform’s Next Gen 9-1-1 capabilities and talked about some of the new features of Inform coming down the road. In this video interview Diamond discusses how in the future PSAPs will be able to use NICE Inform to capture and manage any traffic coming through the ESInet, including SI
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
JUNE 26, 2012
Seems pretty straightforward. We teach our kids about it. We expect it from our colleagues. We demand it from companies we buy from. But in hard number terms, what’s the benefit to dealers if they’re honest, and probably more important, perceived as being honest by their customers? We explore this relationship in today’s Ride. Thanks.
Service Untitled
JUNE 25, 2012
In one of the most successful self-help books, The 7 Habits of Highly Effective People , author Stephen Covey identifies the elements truly effective people use regularly as tools towards their success. No matter how quickly technology continues to dazzle us with innovative ways to contact our customers, understand new products, or strive to make purchasing convenient and quick, satisfied customers and our future relationships with them are what keeps our businesses growing.
Pretium Solutions
JUNE 11, 2012
John Burton, a Director of Product Management on the CRM Team at SAP, posted an article yesterday entitled “ Uh, Oh! Call Center Reps Gone Wild! ” In it, John writes rather colorfully about the apparent lack of balance in many organizations between efforts to create great customer experiences , on the one hand, and enforcement of corporate policies and procedures, on the other.
InMoment XI
JUNE 26, 2012
Seems pretty straightforward. We teach our kids about it. We expect it from our colleagues. We demand it from companies we buy from. But in hard number terms, what’s the benefit to dealers if they’re honest, and probably more important, perceived as being honest by their customers? We explore this relationship in today’s Ride. Thanks.
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
JUNE 22, 2012
Not playing favourites, but I believe Hyundai has taken the lead in incorporating the coming zombie apocalypse into their vehicle design. They have partnered with Robert Kirkman, the creator of The Walking Dead comic book series, to design a vehicle that will survive the inevitable. Kirkman appears to have incorporated noteworthy features into the vehicle.
InMoment XI
JUNE 22, 2012
Not playing favourites, but I believe Hyundai has taken the lead in incorporating the coming zombie apocalypse into their vehicle design. They have partnered with Robert Kirkman, the creator of The Walking Dead comic book series, to design a vehicle that will survive the inevitable. Kirkman appears to have incorporated noteworthy features into the vehicle.
InMoment XI
JUNE 22, 2012
Not playing favourites, but I believe Hyundai has taken the lead in incorporating the coming zombie apocalypse into their vehicle design. They have partnered with Robert Kirkman, the creator of The Walking Dead comic book series, to design a vehicle that will survive the inevitable. Kirkman appears to have incorporated noteworthy features into the vehicle.
InMoment XI
JUNE 18, 2012
In this the second of two postings, I want to look at the implications of bringing younger customers into the brand. If you have this as a strategy, just be prepared for what it means on some key metrics.
Advertisement
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
JUNE 18, 2012
In this the second of two postings, I want to look at the implications of bringing younger customers into the brand. If you have this as a strategy, just be prepared for what it means on some key metrics.
InMoment XI
JUNE 18, 2012
In this the second of two postings, I want to look at the implications of bringing younger customers into the brand. If you have this as a strategy, just be prepared for what it means on some key metrics.
InMoment XI
JUNE 12, 2012
Most companies still haven’t developed a mature enough understanding of CX or mature enough CX practices to keep the discipline alive when today’s hype dies down. But we can still do a number of things to help secure the future for the sake of our customers, our companies, and our careers. Here are three approaches that VoC practitioners in particular need to pursue to make their programs stick.
InMoment XI
JUNE 12, 2012
Most companies still haven’t developed a mature enough understanding of CX or mature enough CX practices to keep the discipline alive when today’s hype dies down. But we can still do a number of things to help secure the future for the sake of our customers, our companies, and our careers. Here are three approaches that VoC practitioners in particular need to pursue to make their programs stick.
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
JUNE 12, 2012
Most companies still haven’t developed a mature enough understanding of CX or mature enough CX practices to keep the discipline alive when today’s hype dies down. But we can still do a number of things to help secure the future for the sake of our customers, our companies, and our careers. Here are three approaches that VoC practitioners in particular need to pursue to make their programs stick.
InMoment XI
JUNE 8, 2012
OK folks. It’s Friday afternoon. It’s been a long week and I’m feeling a little punchy. Because of that, I want to share something with you that you might enjoy, if not at the office this PM (shame, shame) but more likely at some point during the weekend. Some of you may have seen it. View Article.
InMoment XI
JUNE 8, 2012
OK folks. It’s Friday afternoon. It’s been a long week and I’m feeling a little punchy. Because of that, I want to share something with you that you might enjoy, if not at the office this PM (shame, shame) but more likely at some point during the weekend. Some of you may have seen it.
InMoment XI
JUNE 8, 2012
OK folks. It’s Friday afternoon. It’s been a long week and I’m feeling a little punchy. Because of that, I want to share something with you that you might enjoy, if not at the office this PM (shame, shame) but more likely at some point during the weekend. Some of you may have seen it.
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
JUNE 2, 2012
This week the Wall Street Journal had a piece on electric vehicles and the challenges facing the adoption of this technology. One of the fundamental issues is to determine whether or not there is sufficient consumer demand. Without that, what’s the point? In this posting we look at what US consumers are telling us re. View Article.
InMoment XI
JUNE 2, 2012
This week the Wall Street Journal had a piece on electric vehicles and the challenges facing the adoption of this technology. One of the fundamental issues is to determine whether or not there is sufficient consumer demand. Without that, what’s the point? In this posting we look at what US consumers are telling us re.
InMoment XI
JUNE 2, 2012
This week the Wall Street Journal had a piece on electric vehicles and the challenges facing the adoption of this technology. One of the fundamental issues is to determine whether or not there is sufficient consumer demand. Without that, what’s the point? In this posting we look at what US consumers are telling us re.
Service Untitled
JUNE 11, 2012
Critics are saying that Google has entered into the customer service arena which in the past directly contradicts their automated tech abilities and less than stellar customer-centric talents. The introduction of the Google Trusted Stores Program may be the foundation for competing with Amazon someday, but it’s interesting to see Google becoming a customer service representative for customers right down to even offering a purchase protection plan when a sale goes awry.
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
Service Untitled
JUNE 18, 2012
It seems that even the TSA is under scrutiny as to their lack of customer service, and passengers who have encountered problems trying to navigate through the woes of 21st century airport security have a valid argument. TSA Administrator John Pistole stated in a recent interview on CNN that less intrusive rules have been implemented lately. For instance, passengers over the age of 75 are no longer required to shed their coats or take off their shoes while going through security.
Pretium Solutions
JUNE 11, 2012
John Burton, a Director of Product Management on the CRM Team at SAP, posted an article yesterday entitled “ Uh, Oh! Call Center Reps Gone Wild! ” In it, John writes rather colorfully about the apparent lack of balance in many organizations between efforts to create great customer experiences , on the one hand, and enforcement of corporate policies and procedures, on the other.
Customer Interactions
JUNE 4, 2012
'NICE’s Dr. Bob Banerjee recently sat down with Security Sales & Integration Assistant Editor Ashley Willis to talk “perimeter protection.” In this interview, Bob reveals why maximizing detection and minimizing false alarms can be a tough balancing act. He discusses the pros and cons of thermal cameras, shares different options for deploying PIDs analytics, and explains why PTZ cameras are essential for perimeter intrusion detection.
Expert insights. Personalized for you.
150 
Let's personalize your content