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.
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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.
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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.
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: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom
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.
Speaker: David Nisbet, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
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.
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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 11, 2012
The first step in developing a marketing strategy is to understand who is buying the product. Pretty fundamental but it’s essential. Today’s posting looks at the age of who exactly is buying our vehicles in the US and Canada. Let me know what you think and have a good week. Chris.
InMoment XI
JUNE 11, 2012
The first step in developing a marketing strategy is to understand who is buying the product. Pretty fundamental but it’s essential. Today’s posting looks at the age of who exactly is buying our vehicles in the US and Canada. Let me know what you think and have a good week.
InMoment XI
JUNE 11, 2012
The first step in developing a marketing strategy is to understand who is buying the product. Pretty fundamental but it’s essential. Today’s posting looks at the age of who exactly is buying our vehicles in the US and Canada. Let me know what you think and have a good week.
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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.
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.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
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.
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