InMoment XI
OCTOBER 17, 2012
The explosion of digital and social media has changed the way we communicate – as people, as consumers, and as companies. While this has made hearing the voice of the customer easier than ever, it has also introduced a new challenge: too much information (or, as the Twitter Generation would say, TMI). Much of this content is unstructured text in comments or social media postings.
Service Untitled
OCTOBER 31, 2012
With over two million customers without power because of Hurricane Sandy, is it within the realm of possibilities that we can expect customer service to even scratch the surface of what we need or what we want? The first priorities must be with emergency services; getting the hospitals back to their work of saving people, and getting emergency public service personnel back to their desks so they may begin the enormous task of helping us to put our lives back together again.
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Pretium Solutions
OCTOBER 16, 2012
I happened upon this marvelous animation and wanted to share its fantastic portrayal of the frustrating customer service experience. We’ve all had little red bear’s customer service experience. Is it my bad luck when I choose the wrong line, or is it poor customer experience design? I challenge you to examine all your customer experience touchpoints.
Very Best Service
OCTOBER 22, 2012
'Customer service: Are you Cutting it short? In the field of customer service, the most important factor can be the unwritten contract with the customer. It is not so much about what is included in the small print to protect the interests of the company but more about the set of expectations and promises which have been sold to the customer. When it comes to crunch time, delivery to the customer must take into account the perceived value that has been portrayed and fulfil the company''s share of
Speaker: Becky Parisotto
Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever
Customer Interactions
OCTOBER 25, 2012
'If you’ve never been to Security Essen, it’s quite the experience. By far one of the largest trade fairs for security technology in the world, the event is a global security microcosm, attracting over 39,000 attendees from 115 countries. Security Essen takes place every two years. Prior to this year, my last trip to Security Essen was back in 2008.
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
OCTOBER 31, 2012
Congratulations! You drew the short straw. Your company or department has determined that they need a customer survey and you have been selected to create it. Join us for part one of this "mini bootcamp" as we go over a few tips to make your survey more salient and valuable. and make you look like a hero!
Service Untitled
OCTOBER 9, 2012
Shopping for products and services are no longer defined by the hours between 9:00 a.m. and 5:00 p.m. The Internet provides convenient and easy access to product information 24 hours a day. It makes research convenient and allows us to compare prices, services, and even to formulate questions we want answered by one of the many providers out there, but what about an organization’s customer service?
Pretium Solutions
OCTOBER 16, 2012
I happened upon this marvelous animation and wanted to share its fantastic portrayal of the frustrating customer service experience. We’ve all had little red bear’s customer service experience. Is it my bad luck when I choose the wrong line, or is it poor customer experience design? I challenge you to examine all your customer experience touchpoints.
Very Best Service
OCTOBER 11, 2012
'Customer service bubble - what is happening under the surface? We have all witnessed unusual situations or even created experiences of our own where miraculously some bubbles appear and, we watch, puzzled, wondering what is happening under the surface. In the case of customer service, watching the situation develop is not good enough. As soon as a tell-tale sign is visible, in depth investigation must commence to understand what might be the root cause and could potentially lead your customer s
Speaker: Carolyn Clark and Miriam Connaughton
The future of HR is here, and it's all about collaboration, innovation, and impact. Join us for a forward-thinking session where seasoned experts Miriam and Carolyn will share insights and practical strategies to help you stay ahead of evolving HR trends. Discover how to build strong partnerships with internal teams to craft a transparent, authentic, and connected workforce experience.
Customer Interactions
OCTOBER 18, 2012
'Last week I had the distinct pleasure and honor of attending, and speaking at, the premiere conference on urban security and municipal surveillance, Secured Cities, in Philadelphia. Philadelphia Mayor Michael Nutter gave an inspiring keynote on how safety and security contribute to the prosperous development of cities, in particular Philadelphia. I later joined Maureen Rush, Vice President Public Safety for the University of Pennsylvania on a campus tour where we got an up close look at the Uni
Brad Cleveland Blog
OCTOBER 9, 2012
Brad identifies what leaders should know about contact centers, and provides tips for acquiring this understanding. Brad identifies what leaders should know about contact centers, and provides tips for acquiring this understanding.
InMoment XI
OCTOBER 31, 2012
Congratulations! You drew the short straw. Your company or department has determined that they need a customer survey and you have been selected to create it. Join us for part one of this "mini bootcamp" as we go over a few tips to make your survey more salient and valuable. and make you look like a hero!
Service Untitled
OCTOBER 24, 2012
Every successful business has to attract customers or clients. We need to persuade them to purchase our product or service, buy a lot of our product or service, return to do more business with us because they were pleased, and then tell their friends and family how great we are. Loyalty comes with a number of perks, therefore pleasing everyone we can with a “wow” experience attracts more and more business.
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Pretium Solutions
OCTOBER 16, 2012
I happened upon this marvelous animation and wanted to share its fantastic portrayal of the frustrating customer service experience. We’ve all had little red bear’s customer service experience. Is it my bad luck when I choose the wrong line, or is it poor customer experience design? I challenge you to examine all your customer experience touchpoints.
Very Best Service
OCTOBER 2, 2012
'Customer service virtuous circle The growth of social media and viral propagation remind us everyday of the positives of a virtuous circle. Customer satisfaction is a natural source of endorsements, which in turn create further purchases, and increase customer loyalty whilst reducing the risk of p ost purchase dissonance. On the contrary below par customer service could be at the origin of a vicious circle where the company''s reputation and future profits are at risk.
Customer Interactions
OCTOBER 4, 2012
'Today, many companies are turning to cloud-based computing to increase their capacity and capabilities, or to add services on demand, without the downside of expensive infrastructure costs and higher support staff headcount. While companies are embracing the cloud in record numbers, for the most part, Public Safety agencies have historically shied away from hosted solutions that put control in the hands of outside entities.
Aveus
OCTOBER 23, 2012
Aveus Partner, Linda Ireland, recently became a contributing author at Forbes.com with her first post, Do Republicans and Democrats have a customer experience problem? A timely post on Forbes. With the wall-to-wall media coverage around Monday night’s presidential debate and who is ahead of whom in the battleground states, I can’t help but look at our political parties through a customer-experience lens.
Speaker: Duke Heninger, Partner and Fractional CFO at Ampleo & Creator of CFO System
Are you ready to elevate your accounting processes for 2025? 🚀 Join us for an exclusive webinar led by Duke Heninger, 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
OCTOBER 31, 2012
Congratulations! You drew the short straw. Your company or department has determined that they need a customer survey and you have been selected to create it. Join us for part one of this "mini bootcamp" as we go over a few tips to make your survey more salient and valuable. and make you look like a hero!
Service Untitled
OCTOBER 16, 2012
We all know who our favorite designers are, our favorite beverages, and our favorite services. That doesn’t happen by chance, but rather this branding is the result of our own personal, repeated experiences and our perceptions of these products or services having been the best. Proceed one step further to find out that most of us stay with these particular brands because they provide us with reliability and quality.
InMoment XI
OCTOBER 30, 2012
Blaise Pascal once said “I have made this letter longer than usual, only because I have not had time to make it shorter.“ The point being, it is much harder to write something that is succinct than a long and rambling communiqué. The same can be said for research. Some believe in the concept. View Article.
InMoment XI
OCTOBER 30, 2012
There is an increasing trend in the discussion around Big Data to the extent that it now is used more in discussions with clients. Given the promise of the opportunities that exist in utilizing Big Data this should be no surprise. However, the question has to be asked whether this is an immediate opportunity or.
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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.
InMoment XI
OCTOBER 30, 2012
Blaise Pascal once said “I have made this letter longer than usual, only because I have not had time to make it shorter.“ The point being, it is much harder to write something that is succinct than a long and rambling communiqué. The same can be said for research. Some believe in the concept.
InMoment XI
OCTOBER 30, 2012
There is an increasing trend in the discussion around Big Data to the extent that it now is used more in discussions with clients. Given the promise of the opportunities that exist in utilizing Big Data this should be no surprise. However, the question has to be asked whether this is an immediate opportunity or.
InMoment XI
OCTOBER 30, 2012
Blaise Pascal once said “I have made this letter longer than usual, only because I have not had time to make it shorter.“ The point being, it is much harder to write something that is succinct than a long and rambling communiqué. The same can be said for research. Some believe in the concept.
InMoment XI
OCTOBER 30, 2012
There is an increasing trend in the discussion around Big Data to the extent that it now is used more in discussions with clients. Given the promise of the opportunities that exist in utilizing Big Data this should be no surprise. However, the question has to be asked whether this is an immediate opportunity or.
Speaker: Jay Allardyce, Deepak Vittal, Terrence Sheflin, and Mahyar Ghasemali
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
OCTOBER 29, 2012
A couple of weeks ago I attended the Cornell Hospitality Research Summit in Ithaca, New York. It was a unique event in that it focused two days on research being conducted in the hospitality sector by both academics and industry practitioners. For someone like myself who has spent time in both worlds, it was as. View Article.
InMoment XI
OCTOBER 30, 2012
Those who have been following the The Ride will know that we did a series of postings in late September on the Paris Motorshow. While there, I had the chance to take a look at some of the showcase brand stores on the Champs-Élysées including Citroën, Mercedes-Benz, Peugeot, Renault, and Toyota. It was fascinating because. View Article.
InMoment XI
OCTOBER 29, 2012
A couple of weeks ago I attended the Cornell Hospitality Research Summit in Ithaca, New York. It was a unique event in that it focused two days on research being conducted in the hospitality sector by both academics and industry practitioners. For someone like myself who has spent time in both worlds, it was as.
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