InMoment XI
JULY 31, 2013
Manufacturers and dealers can make a lot of money on accessories. And as margins continue to get squeezed, looking to this part of the operation will become increasingly important. But how do you measure up? This week we look at how much North Americans spend on accessories, as well as some other important stuff. View Article.
Horizon CX
JULY 29, 2013
'Organizations that intend to deliver an exceptional customer experience must first understand what the customer experiences at every touch-point and, most importantly, this needs to be articulated by the customers themselves. It is tempting to shortcut the process by adopting simply an internal viewpoint of the customer experience as representative of the actual customer experience.
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Service Untitled
JULY 31, 2013
'Happy employees make for motivated people who want to deliver the best customer service they can to assist consumers and clients. These are the people who become the eyes, ears, and voices for any organization, often beginning at the receptionist desk and progressing all the way up the corporate ladder to the person in charge of operations. Recruiting and keeping talented employees therefore is very important when building relationships with people and developing a company’s brand, becau
ClearAction
JULY 31, 2013
Putting Customers First: If Not You, Who? Lynn Hunsaker In all my years of meeting about customer responsibilities, I have never once been in the same room both with those who actually lead the move to customer centricity and with the people that prevent the move to customer centricity. There are two reasons for this: first, organizations don't think much about how the business [.
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
JULY 11, 2013
'After years of discussion, it really is coming! Text to 9-1-1 is just around the corner, and, as with any change of this nature, there’s a lot to consider. A natural tendency is to dive deep into the technical aspects of how this new form of communication will come into the PSAP. Someone, of course, has to do that – but please don’t think that’s all you have to consider.
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 31, 2013
Manufacturers and dealers can make a lot of money on accessories. And as margins continue to get squeezed, looking to this part of the operation will become increasingly important. But how do you measure up? This week we look at how much North Americans spend on accessories, as well as some other important stuff.
Horizon CX
JULY 1, 2013
'As a Bank of America (B of A) customer over the last 15 plus years, [and having arrived here more as the result of acquisition than by choice] I have been a loyal customer in the sense that I have stayed and have not migrated to another banking institution. Call me a creature of habit, but nothing has yet driven me to defect from B of A. Like Starbucks, my personal choice when I desire a cup of coffee, they are everywhere I go and they are consistent if nothing else.
Service Untitled
JULY 10, 2013
'Everyone wants to be treated as an individual with their own specific needs catered to; in the perfect world that’s the epitome of “wow” customer service. Of course whether we use one company or service over another usually stems from past reputation, helpfulness, integrity, or a friendly referral. That personal touch is an ever developing finely tuned rapport emanating from new products, discounts, and the knowledge and behavior of those valuable customer representatives who
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
JULY 18, 2013
'As the eyes of the motor racing world were turning to Silverstone for the British Grand Prix recently, NICE and invited guests were getting an up close look at some iconic Formula One racing cars at the annual NICE UK security conference. The venue for the conference was Mercedes-Benz World, home of the famous Brooklands race circuit in Surrey. Many delegates took time to look around the motorsport museum and at its centerpiece, a Mercedes F1 car.
InMoment XI
JULY 31, 2013
Manufacturers and dealers can make a lot of money on accessories. And as margins continue to get squeezed, looking to this part of the operation will become increasingly important. But how do you measure up? This week we look at how much North Americans spend on accessories, as well as some other important stuff.
InMoment XI
JULY 25, 2013
This week I saw an interesting article in Automotive News here. It talks about Edmunds.com suing a social media reputation management firm for allegedly posting false reviews for 25 of its automotive dealer clients at Edmunds.com. If you don’t know Edmunds, it is one of the premier automobile review sites and they also have a.
InMoment XI
JULY 25, 2013
This week I saw an interesting article in Automotive News here. It talks about Edmunds.com suing a social media reputation management firm for allegedly posting false reviews for 25 of its automotive dealer clients at Edmunds.com. If you don’t know Edmunds, it is one of the premier automobile review sites and they also have a.
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InMoment XI
JULY 25, 2013
This week I saw an interesting article in Automotive News here. It talks about Edmunds.com suing a social media reputation management firm for allegedly posting false reviews for 25 of its automotive dealer clients at Edmunds.com. If you don’t know Edmunds, it is one of the premier automobile review sites and they also have a.
InMoment XI
JULY 23, 2013
I travel a fair amount. Being a Platinum member with two airlines, I am painfully aware of what irks me about the airlines and hotels where I stay. One of my biggest desires is just for service providers to be consistent. Board the plane the same way, keep the rental car experience pickup the same, View Article.
InMoment XI
JULY 23, 2013
I travel a fair amount. Being a Platinum member with two airlines, I am painfully aware of what irks me about the airlines and hotels where I stay. One of my biggest desires is just for service providers to be consistent.
InMoment XI
JULY 23, 2013
I travel a fair amount. Being a Platinum member with two airlines, I am painfully aware of what irks me about the airlines and hotels where I stay. One of my biggest desires is just for service providers to be consistent.
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
JULY 22, 2013
My wife and I set aside Friday night to just relax on the couch. We have two young kids and are both busy, so this doesn’t happen often enough. We were going to watch a movie, but nothing seemed to hit the mark. There are no good movies out right now—trust me. So we decided.
InMoment XI
JULY 22, 2013
My wife and I set aside Friday night to just relax on the couch. We have two young kids and are both busy, so this doesn’t happen often enough. We were going to watch a movie, but nothing seemed to hit the mark. There are no good movies out right now—trust me. So we decided.
InMoment XI
JULY 22, 2013
My wife and I set aside Friday night to just relax on the couch. We have two young kids and are both busy, so this doesn’t happen often enough. We were going to watch a movie, but nothing seemed to hit the mark. There are no good movies out right now—trust me. So we decided.
InMoment XI
JULY 18, 2013
To enhance the customer experience, Sonic Automotive is equipping all of their client-facing people with iPads to walk customers through the entire buying experience. They’re not alone. Here’s a few thoughts. Until next time. @christravell.
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InMoment XI
JULY 18, 2013
To enhance the customer experience, Sonic Automotive is equipping all of their client-facing people with iPads to walk customers through the entire buying experience. They’re not alone. Here’s a few thoughts. Until next time.
InMoment XI
JULY 18, 2013
To enhance the customer experience, Sonic Automotive is equipping all of their client-facing people with iPads to walk customers through the entire buying experience. They’re not alone. Here’s a few thoughts. Until next time.
InMoment XI
JULY 17, 2013
It often seems to me that there is a widespread belief among companies that if they make things difficult enough, customers will change behaviors, allowing the company to save on costs or increase revenue for the company. One practice that seems extremely widespread is hiding phone numbers on company websites. I get it. Staffing. View Article.
InMoment XI
JULY 17, 2013
It often seems to me that there is a widespread belief among companies that if they make things difficult enough, customers will change behaviors, allowing the companyto save on costs or increase revenue for the company. One practice that seems extremely widespread is hiding phone numbers on company websites. I get it. Staffing a.
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
JULY 17, 2013
It often seems to me that there is a widespread belief among companies that if they make things difficult enough, customers will change behaviors, allowing the companyto save on costs or increase revenue for the company. One practice that seems extremely widespread is hiding phone numbers on company websites. I get it. Staffing a.
InMoment XI
JULY 10, 2013
I shared the details of the retention and acquisition increases in my last two posts. Here are the details for share of wallet.
InMoment XI
JULY 10, 2013
About a year ago we published a study that looked at the number of North Americans who take a vehicle out for a test drive. Surprisingly, we found the number was lower than anticipated. This year, I wanted to revisit that study with the latest numbers from 2013 to see if the situation has. View Article.
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