InMoment XI
JULY 3, 2012
I have some homework for you as you plan your summer vacation. I want you to do some mystery shops for me. Try dropping in to various dealerships in and around where you live. Shop different brands, not just your own, and see what happens. It can be incredibly enlightening to see how you.
Service Untitled
JULY 3, 2012
Wachovia turned into Wells Fargo in March 2011. The conversion had been going on since 2008, and Wells Fargo promised to become more environmentally friendly and use less paper and forms. They also promised to have more in-house personnel to assist customers and to become more efficient. There’s no denying that the Wells Fargo branch I use in Jupiter, Fla. has had the best and brightest customer assistance I have ever had the pleasure to meet in a long line of mediocre banking institutions
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Pretium Solutions
JULY 16, 2012
I sent my husband off to work today with our two St. Bernards, Otis and Rosie. Both stood on the back seat of his little car, one gigantic head sticking out of each back window, on their way to a very personal experience at the groomer – bath, brush and beautification. They are always an amusing sight that draws attention and smiles from passersby. My husband’s task is simple – drop off Otis and Rosie at the groomer on the way to a meeting, wrangle the collective 280 pounds of beasts into
Customer Input
JULY 6, 2012
'An unforeseeable service outage could happen to any company, but it is not only technical crisis; it is also a customer relationship one. How prepared you are to inform customers through different channels will affect their perception of the company, and ultimately their loyalty.
Advertisement
In 2025, contact centers aren’t just changing—they’re being rebuilt by AI. This no-fluff, executive-ready guide shows you how to capitalize on the transformation. Inside: proven ROI calculators, workforce optimization tactics, deflection strategies, and a 90-day AI deployment plan. Built for CIOs, COOs, CX leaders, and contact center strategists, it goes beyond buzzwords into play-by-play implementation.
ClearAction
JULY 19, 2012
Customer Experience Management Means Doing the Whole Job Lynn Hunsaker Whether youve got external or internal customers, they expect you to do the whole job! Show that you care about your customer after all, if your customer decides he or she no longer needs you, you may be out of a job. To do the whole job in customer experience management, go beyond lip-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
JULY 27, 2012
In business, being honest is essential to retaining loyal customers. Often you hear of customers turning away and not returning because they didn’t feel the company they were dealing with treated them honestly. So, if this was happening to your business, wouldn’t you want to know about it? Research provides an important manner to learn.
Service Untitled
JULY 9, 2012
British Airways has initiated a new customer service program called “Know Me.” The company claims the iPad based system is intended to proactively recreate “the feeling of recognition” a customer often delights in when they walk into their favorite restaurant and the maitre d’ or the owner of the establishment knows their name and greets them personally.
Pretium Solutions
JULY 5, 2012
One of the more well-known customer service goals is delighting your customers, a self-explanatory outcome for sure, but exactly how do you go about achieving this goal? More specifically, how do you get your customer-facing employees to delight your customers? Customer delight is created first by how we listen and then respond to the customer , not just how we respond to them.
Very Best Service
JULY 6, 2012
'Giving a good impression is the ambition of many companies and it is fair to say that with the investment in technology, social media and training much progress is being achieved across the board. The basis for competition has shifted though and with no immediate prospect of a sustained improvement in the economic environment, customer service''s importance keeps growing.
Advertiser: ZoomInfo
AI adoption is reshaping sales and marketing. But is it delivering real results? We surveyed 1,000+ GTM professionals to find out. The data is clear: AI users report 47% higher productivity and an average of 12 hours saved per week. But leaders say mainstream AI tools still fall short on accuracy and business impact. Download the full report today to see how AI is being used — and where go-to-market professionals think there are gaps and opportunities.
ClearAction
JULY 18, 2012
Everybody Has a Customer Lynn Hunsaker Is there any job that doesnt have a customer? If you work directly with paying customers, you obviously impact customer experience. If you dont work directly with paying customers: (1) Eventually, the job you do ripples to those employees who do work directly with customers dont drop the baton! (2) Inside your company, the [.
Customer Interactions
JULY 18, 2012
'The City of Bethlehem (PA) Communications Center isn’t your typical 9-1-1 center. In addition to handling emergency calls, telecommunicators at the center monitor the city’s surveillance camera network. Since its inception in 2009, the wireless surveillance network has been credited with solving crimes and improving response times. But there’s another twist to the story that few know.
InMoment XI
JULY 27, 2012
In business, being honest is essential to retaining loyal customers. Often you hear of customers turning away and not returning because they didn’t feel the company they were dealing with treated them honestly. So, if this was happening to your business, wouldn’t you want to know about it? Research provides an important manner to learn.
Service Untitled
JULY 31, 2012
Google, Facebook, and LinkedIn no longer maintain call centers claiming the costs are too high. Do these powerful organizations therefore view customer service as an operational cost rather than a marketing investment? In a study from CRM Guru, bad customer service accounts for 70 percent of customer attrition followed by poor quality at 30 percent, price at 25 percent, and functionality at 15 percent.
Advertisement
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.
Pretium Solutions
JULY 4, 2012
I recently attended the CXPA Members Insight Exchange in San Diego. It was an excellent conference with well over 100 customer experience professionals in attendance. The presentations about creating the right customer experience culture and programs were refreshing and insightful. The journey toward becoming a customer-centric organization is not an easy one.
Very Best Service
JULY 31, 2012
'With the increasing emphasis on customer service , more and more companies claim that they offer a very good service, the very best service even. But is it wise to blow your own trumpet? Any service delivery hick-up could then lead to a severe back clash, with many customers using the high quality service expectations set by the company as an excuse for complaining, mocking the company and thereby damaging its reputation.
Customer Input
JULY 6, 2012
An unforeseeable service outage could happen to any company, but it is not only technical crisis; it is also a customer relationship one. How prepared you are to inform customers through different channels will affect their perception of the company, and ultimately their loyalty.
Customer Interactions
JULY 4, 2012
'Just think about what you''ve done in the last hour. Is it possible you were touched by a NICE security solution without even knowing it? With thousands of deployments worldwide in airports, transit systems, banks, major landmarks and city centers, NICE security solutions are making the world a safer, more secure place. In fact, in just one hour of a typical day, our solutions not only secure millions of people, they also help many different types of organizations improve their operations by wo
Advertisement
Start building the AI workforce of the future with our comprehensive guide to creating an AI-first contact center. Learn how Conversational and Generative AI can transform traditional operations into scalable, efficient, and customer-centric experiences. What is AI-First? Transition from outdated, human-first strategies to an AI-driven approach that enhances customer engagement and operational efficiency.
InMoment XI
JULY 27, 2012
In business, being honest is essential to retaining loyal customers. Often you hear of customers turning away and not returning because they didn’t feel the company they were dealing with treated them honestly. So, if this was happening to your business, wouldn’t you want to know about it? Research provides an important manner to learn.
Service Untitled
JULY 20, 2012
The non emergency city and local call centers of 3-1-1 are a popular one-stop shopping conduit for citizens to report or question issues relating to city services. Either by using your phone to dial 3-1-1 or by using an online link, a resident can find out if the pothole on Military Trail in Palm Beach Gardens will be repaired or if Alternate A-1-A will reopen for traffic before the weekend animal adoption event.
Pretium Solutions
JULY 16, 2012
I sent my husband off to work today with our two St. Bernards, Otis and Rosie. Both stood on the back seat of his little car, one gigantic head sticking out of each back window, on their way to a very personal experience at the groomer – bath, brush and beautification. They are always an amusing sight that draws attention and smiles from passersby. My husband’s task is simple – drop off Otis and Rosie at the groomer on the way to a meeting, wrangle the collective 280 pounds of beasts into
Brad Cleveland Blog
JULY 31, 2012
Brad shares the traits that are common among successful contact centers. Brad shares the traits that are common among successful contact centers.
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
JULY 25, 2012
A few days ago I was attending a celebration dinner with my family, including my mother-in-law. As you might guess, my mother-in-law can be classified as an early baby boomer. I won’t be more specific than that as it might get me in serious trouble. So, back to the story. We were at dinner and. View Article.
InMoment XI
JULY 25, 2012
A few days ago I was attending a celebration dinner with my family, including my mother-in-law. As you might guess, my mother-in-law can be classified as an early baby boomer. I won’t be more specific than that as it might get me in serious trouble. So, back to the story. We were at dinner and.
InMoment XI
JULY 25, 2012
A few days ago I was attending a celebration dinner with my family, including my mother-in-law. As you might guess, my mother-in-law can be classified as an early baby boomer. I won’t be more specific than that as it might get me in serious trouble. So, back to the story. We were at dinner and.
InMoment XI
JULY 24, 2012
Learn how these leading companies are using new processes and technologies to generate more insights from existing data in the complimentary webinar “How to Fuel a Modern Customer Experience Program” on Tuesday, July 31, 2012, at 11 a.m. MT (1:00 p.m. ET). The webinar is sponsored by Allegiance and the American Marketing Association (AMA).
Speaker: Alexa Acosta, Director of Growth Marketing & B2B Marketing Leader
Marketing is evolving at breakneck speed—new tools, AI-driven automation, and changing buyer behaviors are rewriting the playbook. With so many trends competing for attention, how do you cut through the noise and focus on what truly moves the needle? In this webinar, industry expert Alexa Acosta will break down the most impactful marketing trends shaping the industry today and how to turn them into real, revenue-generating strategies.
InMoment XI
JULY 24, 2012
Roger Penske recently opened a combined Nissan and Infiniti dealership in San Francisco. This was intriguing, not only because he was able to put the dealership into an abandoned building thereby furthering urban renewal, but because it addresses the future challenge that will face all brands and dealerships in the not-too-distant future – the projected.
InMoment XI
JULY 24, 2012
Learn how these leading companies are using new processes and technologies to generate more insights from existing data in the complimentary webinar “How to Fuel a Modern Customer Experience Program” on Tuesday, July 31, 2012, at 11 a.m. MT (1:00 p.m. ET). The webinar is sponsored by Allegiance and the American Marketing Association (AMA).
InMoment XI
JULY 24, 2012
Roger Penske recently opened a combined Nissan and Infiniti dealership in San Francisco. This was intriguing, not only because he was able to put the dealership into an abandoned building thereby furthering urban renewal, but because it addresses the future challenge that will face all brands and dealerships in the not-too-distant future – the projected.
Expert insights. Personalized for you.
230 
Let's personalize your content