InMoment XI
APRIL 30, 2013
T.S. Eliot famously said “So the darkness shall be the light, and the stillness the dancing.” The 2013 Restaurant Leadership Conference has come to a close. It was energizing. It was fun. It was Capella Restaurant’s first time at the big dance. And she was well received. At our booth, we spoke with a number. View Article.
Service Untitled
APRIL 22, 2013
'Once again it’s Spring when our fancy changes to thoughts of love and the beautiful outdoors. We picture the lush green lawns, the colorful summer blooms, the pool, the grill, and the patio designed for that blissful oasis as casual parties for friends and family become welcome weekend events. And so the shopping begins. With the convenience of online browsing, the possibilities are endless, but how will our online retailers handle customer service?
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Andrew Maher
APRIL 8, 2013
Kate Nasser has a speciality she loves to talk about: how the quality of the people, their training, their coaching can make the world of difference to the customer service you can offer as a company. It is for this reason I was excited to have her on this episode of the CX404. As much […] Kate Nasser has a speciality she loves to talk about: how the quality of the people, their training, their coaching can make the world of difference to the customer service you can offer as a company.
Very Best Service
APRIL 8, 2013
'Customer service career Through the years of writing this blog, we have establish a (small) number of truth which could be hard to challenge. To name a couple, we have established that quality customer service is a key factor in the long term prosperity of an organisation and that employee satisfaction is a key success factor driving good customer service.
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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.
Customer Interactions
APRIL 12, 2013
'I’m fresh off my second day at ICS West. The show is jumping, lots of traffic in the NICE booth, and I heard that well over 100 people attended our panel on “Transforming Your Security Command Post into a Strategic Information Nerve Center” the other day. For me, though, the most exciting aspect of the show has been the launch of Situator Express.
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
APRIL 30, 2013
T.S. Eliot famously said “So the darkness shall be the light, and the stillness the dancing.” The 2013 Restaurant Leadership Conference has come to a close. It was energizing. It was fun. It was Capella Restaurant’s first time at the big dance. And she was well.
Service Untitled
APRIL 2, 2013
Call centers can range from one or two people in a small office to thousands of customer service representatives in huge office complexes, but a customer’s view is set by their first impression or that first phone call needed for help. Whereas customers don’t ever want to feel that once their purchase was made, the organization no longer cares about them and is just out there fishing for new clients, one of the prime frustrations often deals with call centers and their notorious poor
InMoment XI
APRIL 30, 2013
T.S. Eliot famously said “So the darkness shall be the light, and the stillness the dancing.” The 2013 Restaurant Leadership Conference has come to a close. It was energizing. It was fun. It was Capella Restaurant’s first time at the big dance. And she was well.
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
APRIL 29, 2013
Simply satisfying customers with what you perceive to be their needs isn't enough anymore. 60%-80% of customers who claim to be "satisfied" still abandon a business relationship. Employee turnover averages 20%-50% a year for U.S. businesses, which takes a toll on financial performance as well as productivity. Yet there are companies who continue to grow a loyal customer base, and who steadily grow their profitability.
InMoment XI
APRIL 29, 2013
Market research online communities (MROCs) are en vogue. Not sure if the adoption is as strong as the buzz around them. Obviously, the internet does not just have a huge impact on our everyday life. It also drives the research industry into the 21st century. And yes, this approach has particular strengths when you want. View Article.
InMoment XI
APRIL 29, 2013
Simply satisfying customers with what you perceive to be their needs isn't enough anymore. 60%-80% of customers who claim to be "satisfied" still abandon a business relationship. Employee turnover averages 20%-50% a year for U.S. businesses, which takes a toll on financial performance as well as productivity. Yet there are companies who continue to grow a loyal customer base, and who steadily grow their profitability.
InMoment XI
APRIL 29, 2013
Market research online communities (MROCs) are en vogue. Not sure if the adoption is as strong as the buzz around them. Obviously, the internet does not just have a huge impact on our everyday life. It also drives the research industry into the 21st century. And yes, this approach has particular strengths when you want.
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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
APRIL 29, 2013
Simply satisfying customers with what you perceive to be their needs isn't enough anymore. 60%-80% of customers who claim to be "satisfied" still abandon a business relationship. Employee turnover averages 20%-50% a year for U.S. businesses, which takes a toll on financial performance as well as productivity. Yet there are companies who continue to grow a loyal customer base, and who steadily grow their profitability.
InMoment XI
APRIL 29, 2013
Market research online communities (MROCs) are en vogue. Not sure if the adoption is as strong as the buzz around them. Obviously, the internet does not just have a huge impact on our everyday life. It also drives the research industry into the 21st century. And yes, this approach has particular strengths when you want.
InMoment XI
APRIL 24, 2013
It's often said that customers who encounter problems and get good service recovery are more loyal than customers who never encounter problems at all. This is known as the service recovery paradox. It's a seductive idea, and it's become standard wisdom in the customer experience and service worlds. But is it actually true? Sometimes. Maybe.
InMoment XI
APRIL 24, 2013
It's often said that customers who encounter problems and get good service recovery are more loyal than customers who never encounter problems at all. This is known as the service recovery paradox. It's a seductive idea, and it's become standard wisdom in the customer experience and service worlds. But is it actually true? Sometimes. Maybe.
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
APRIL 24, 2013
It's often said that customers who encounter problems and get good service recovery are more loyal than customers who never encounter problems at all. This is known as the service recovery paradox. It's a seductive idea, and it's become standard wisdom in the customer experience and service worlds. But is it actually true? Sometimes. Maybe.
InMoment XI
APRIL 23, 2013
A few days ago I was speaking with a business associate and she took out her smartphone to check email. It was a Blackberry. The phone was about two years old. Another person standing with us took one look at the device and asked, “is that your smartphone?” It was a somewhat mocking tone. I. View Article.
InMoment XI
APRIL 23, 2013
A few days ago I was speaking with a business associate and she took out her smartphone to check email. It was a Blackberry. The phone was about two years old. Another person standing with us took one look at the device and asked, “is that your smartphone?” It was a somewhat mocking tone. I.
InMoment XI
APRIL 23, 2013
A few days ago I was speaking with a business associate and she took out her smartphone to check email. It was a Blackberry. The phone was about two years old. Another person standing with us took one look at the device and asked, “is that your smartphone?” It was a somewhat mocking tone. I.
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
APRIL 22, 2013
Today, the Maritz Restaurant Research Group is here at the Restaurant Leadership Conference in Scottsdale, Arizona. We are here to launch Capella Restaurant — the newest addition to Maritz’ proven end-to-end customer experience management system that captures the voice of the customer and acts on it. It is designed specifically for operators in the food.
InMoment XI
APRIL 22, 2013
On Thursday, April 25, I’ll be at the CASRO Management Conference in New Orleans, as a panel member for a session on talent management. First, I have to say I’m thrilled to represent Maritz Research and be in the company of leadership from around the MR industry. Second, I’m worried because they’ve carved out two. View Article.
InMoment XI
APRIL 22, 2013
Today, the Maritz Restaurant Research Group is here at the Restaurant Leadership Conference in Scottsdale, Arizona. We are here to launch Capella Restaurant — the newest addition to Maritz’ proven end-to-end customer experience management system that captures the voice of the customer and acts on it. It is designed specifically for operators in the food.
InMoment XI
APRIL 22, 2013
On Thursday, April 25, I’ll be at the CASRO Management Conference in New Orleans, as a panel member for a session on talent management. First, I have to say I’m thrilled to represent Maritz Research and be in the company of leadership from around the MR industry. Second, I’m worried because they’ve carved out two.
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
InMoment XI
APRIL 22, 2013
Today, the Maritz Restaurant Research Group is here at the Restaurant Leadership Conference in Scottsdale, Arizona. We are here to launch Capella Restaurant — the newest addition to Maritz’ proven end-to-end customer experience management system that captures the voice of the customer and acts on it. It is designed specifically for operators in the food.
InMoment XI
APRIL 22, 2013
On Thursday, April 25, I’ll be at the CASRO Management Conference in New Orleans, as a panel member for a session on talent management. First, I have to say I’m thrilled to represent Maritz Research and be in the company of leadership from around the MR industry. Second, I’m worried because they’ve carved out two.
InMoment XI
APRIL 19, 2013
Dress shirt. Check. Tie. Check. Suit. Check. Tennis shoes. Check. Tennis shoes?? That was my reaction a couple weeks ago at a funeral I attended. He was an old high school classmate I hadn’t seen in—well, I’m not going to tell you how many years because it reminds me that I’m not that young anymore. . View Article.
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