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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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 [.
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
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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.
Very Best Service
JULY 4, 2013
'Customer service at low tide " Only when the tide goes out do you discover who''s been swimming naked ". This quote from Warren Buffet says it all. It can easily be applied to the field of customer service and every organisation should anticipate predictable changes in the environment they operate in and assess the impact they may have on their customer service performance.
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: 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
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.
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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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
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.
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.
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
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.
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.
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
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.
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: 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
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.
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.
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.
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