Customers Rock!

AUGUST 16, 2012

Social media has pushed customer service to the forefront for many organizations. Responses are often faster in social media than they are in traditional service channels, since social media makes everything extremely visible. And when things go wrong, customers often flock to social media to air their grievances; a perfect example is the article I recently co-authored for Forbes Online, with Mark Fidelman , about the Southwest Airlines 3 Million Fan Flash Sale fiasco.

Social Media 227

Social Media Airlines Guidelines Customers 227

InMoment XI

AUGUST 30, 2012

Lewis and the boys hit Spa-Francorchamps this weekend for the Belgian Grand Prix and in celebration of the return of F1 to “the” most famous and historic active race track in the world, I have posted a video that you might find interesting. It’s a lap of Suzuka with none other than Ayrton Senna in.

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Video 150

Horizon CX

AUGUST 3, 2012

'It seems that NPS or Net Promoter Score is a very popular customer metric to have and to brag about these days, but what does is really mean or what does it tell you that are both useful and action-oriented? First of all, it''s a metric, and a calculated metric at that. As a metric it''s also simply a number. Today''s temperature is a number. The Dow Jones daily average is a number.

Net Promoter Score 100

Net Promoter Score NPS Metrics Survey 100

Service Untitled

AUGUST 21, 2012

Years ago when contractors were so busy building houses, supply giant Home Depot paid a lot more attention to the builders than to the do-it-yourself home owners. After all, the economy was booming and a realtor could scarcely keep any home inventory available for new buyers, and so the prices kept climbing while customers lined up at the cash registers.

Customer Service 94

Customer Service Exceptional Customer Service Customer Centricity Training 94

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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.

Report

Very Best Service

AUGUST 24, 2012

'Customer service balance A successful customer service delivery is made of many building blocks. A solid policy, firmly grounded, constitutes the cornerstone of the strategy. But it is not enough: adding more elements and finding the right balance is a necessity in the long run. Balancing the policy with innovation, initiative, the right level of human touch, a positive culture and some degree of creativity will make it all stick together.

Customer Service 40

Customer Service Policies Culture Customers 40

Brad Cleveland Blog

AUGUST 2, 2012

Brad discusses the importance of providing a variety of ways for customers to interact with your organization, and the methodology behind handling different communication channels. Brad discusses the importance of providing a variety of ways for customers to interact with your organization, and the methodology behind handling different communication channels.

Customers 20

Customers Communication Interaction Call Center 20

InMoment XI

AUGUST 31, 2012

As of this morning, gas prices in the U.S. were at about $3.80 a gallon according to gasbuddy.com. But what’s the tipping point for American consumers? At what price would they drive less or think of getting a more fuel efficient vehicle? Based on this month’s Maritz industry study release of about 45,000 U.S. View Article.

Video 150

Video Tips Study Consumers 150

InMoment XI

AUGUST 31, 2012

In market research, we’ve often had the problem of people pretending to be something they are not in order to participate in a research study. Welcome to the 21st century! We are going to have a similar problem when using social media as a data source. According to an NPR story I heard recently while.

Social Media 150

Social Media Study Data Marketing 150

InMoment XI

AUGUST 30, 2012

Lewis and the boys hit Spa-Francorchamps this weekend for the Belgian Grand Prix and in celebration of the return of F1 to “the” most famous and historic active race track in the world, I have posted a video that you might find interesting. It’s a lap of Suzuka with none other than Ayrton Senna in.

Video 150

Video 150

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.

Data

InMoment XI

AUGUST 31, 2012

As of this morning, gas prices in the U.S. were at about $3.80 a gallon according to gasbuddy.com. But what’s the tipping point for American consumers? At what price would they drive less or think of getting a more fuel efficient vehicle? Based on this month’s Maritz industry study release of about 45,000 U.S.

Video 150

Video Tips Study Consumers 150

InMoment XI

AUGUST 31, 2012

In market research, we’ve often had the problem of people pretending to be something they are not in order to participate in a research study. Welcome to the 21st century! We are going to have a similar problem when using social media as a data source. According to an NPR story I heard recently while.

Social Media 150

Social Media Study Data Marketing 150

InMoment XI

AUGUST 30, 2012

Lewis and the boys hit Spa-Francorchamps this weekend for the Belgian Grand Prix and in celebration of the return of F1 to “the” most famous and historic active race track in the world, I have posted a video that you might find interesting. It’s a lap of Suzuka with none other than Ayrton Senna in.

Video 150

Video 150

InMoment XI

AUGUST 31, 2012

As of this morning, gas prices in the U.S. were at about $3.80 a gallon according to gasbuddy.com. But what’s the tipping point for American consumers? At what price would they drive less or think of getting a more fuel efficient vehicle? Based on this month’s Maritz industry study release of about 45,000 U.S.

Tips 150

Tips Study Consumers Industry 150

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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.

Voice of Customer

InMoment XI

AUGUST 31, 2012

In market research, we’ve often had the problem of people pretending to be something they are not in order to participate in a research study. Welcome to the 21st century! We are going to have a similar problem when using social media as a data source. According to an NPR story I heard recently while.

Social Media 150

Social Media Study Data Marketing 150

InMoment XI

AUGUST 29, 2012

A few weeks ago, a friend who leads the customer experience (CX) team at a large B2B company described a common challenge in her voice of the customer (VoC) program. Her team had gathered and analyzed lots of customer feedback regarding interactions with support representatives in the contact center, and the results were clear. Customers thought issue resolution time was too long, and that perception was killing overall loyalty.

Contact Center 150

Contact Center Feedback Examples B2B 150

InMoment XI

AUGUST 29, 2012

I’m often asked, “What’s the most important thing a contact center manager can do to improve the customer experience on the frontline?” I suggest they take a step back. It starts with recruiting and hiring! A number of leading firms actually work closely with their respective HR departments and embed screeners, include role playing and. View Article.

Contact Center 150

Contact Center Management Customer Experience Customers 150

InMoment XI

AUGUST 29, 2012

A few weeks ago, a friend who leads the customer experience (CX) team at a large B2B company described a common challenge in her voice of the customer (VoC) program. Her team had gathered and analyzed lots of customer feedback regarding interactions with support representatives in the contact center, and the results were clear. Customers thought issue resolution time was too long, and that perception was killing overall loyalty.

Contact Center 150

Contact Center Feedback Examples B2B 150

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.

Trends

InMoment XI

AUGUST 29, 2012

As of this morning, gas prices in the U.S. were at about $3.80 a gallon according to gasbuddy.com. But what’s the tipping point for American consumers? At what price would they drive less or think of getting a more fuel efficient vehicle? Based on this month’s Maritz industry study release of about 45,000 U.S.

Tips 150

Tips Study Consumers Industry 150

InMoment XI

AUGUST 29, 2012

I’m often asked, “What’s the most important thing a contact center manager can do to improve the customer experience on the frontline?” I suggest they take a step back. It starts with recruiting and hiring! A number of leading firms actually work closely with their respective HR departments and embed screeners, include role playing and.

Contact Center 150

Contact Center Management Customer Experience Customers 150

InMoment XI

AUGUST 29, 2012

A few weeks ago, a friend who leads the customer experience (CX) team at a large B2B company described a common challenge in her voice of the customer (VoC) program. Her team had gathered and analyzed lots of customer feedback regarding interactions with support representatives in the contact center, and the results were clear. Customers thought issue resolution time was too long, and that perception was killing overall loyalty.

Contact Center 150

Contact Center Feedback Examples B2B 150

InMoment XI

AUGUST 29, 2012

As of this morning, gas prices in the U.S. were at about $3.80 a gallon according to gasbuddy.com. But what’s the tipping point for American consumers? At what price would they drive less or think of getting a more fuel efficient vehicle? Based on this month’s Maritz industry study release of about 45,000 U.S.

Tips 150

Tips Study Consumers Industry 150

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.

Connections

InMoment XI

AUGUST 29, 2012

I’m often asked, “What’s the most important thing a contact center manager can do to improve the customer experience on the frontline?” I suggest they take a step back. It starts with recruiting and hiring! A number of leading firms actually work closely with their respective HR departments and embed screeners, include role playing and.

Contact Center 150

Contact Center Management Customer Experience Customers 150

InMoment XI

AUGUST 28, 2012

The Confirmit purchase of CustomerSat just took out one of the last interesting companies in our space. It's only a matter of time before the big CRM, BI, marketing automation, research firms, and contact center software companies decide to make a major play in the VOC space.

Contact Center Software 150

Contact Center Software Contact Center CRM Software 150

InMoment XI

AUGUST 28, 2012

The Confirmit purchase of CustomerSat just took out one of the last interesting companies in our space. It's only a matter of time before the big CRM, BI, marketing automation, research firms, and contact center software companies decide to make a major play in the VOC space.

Contact Center Software 150

Contact Center Software Contact Center CRM Software 150

InMoment XI

AUGUST 28, 2012

The Confirmit purchase of CustomerSat just took out one of the last interesting companies in our space. It's only a matter of time before the big CRM, BI, marketing automation, research firms, and contact center software companies decide to make a major play in the VOC space.

Contact Center Software 150

Contact Center Software Contact Center CRM Software 150

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

Customer Experience

InMoment XI

AUGUST 23, 2012

The oil light was quickly followed by metallic grinding noises, stranding my family outside of Jamestown, North Dakota at 5:00 am. “Yup. Looks totaled” says the tow truck driver. “I also own the only taxi in town, and for $150 I’ll drive you to Fargo where you can rent a car and continue on to.

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150

InMoment XI

AUGUST 23, 2012

The oil light was quickly followed by metallic grinding noises, stranding my family outside of Jamestown, North Dakota at 5:00 am. “Yup. Looks totaled” says the tow truck driver. “I also own the only taxi in town, and for $150 I’ll drive you to Fargo where you can rent a car and continue on to.

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150

InMoment XI

AUGUST 23, 2012

The oil light was quickly followed by metallic grinding noises, stranding my family outside of Jamestown, North Dakota at 5:00 am. “Yup. Looks totaled” says the tow truck driver. “I also own the only taxi in town, and for $150 I’ll drive you to Fargo where you can rent a car and continue on to.

150

150