InMoment XI
OCTOBER 1, 2013
Imagine, for a moment, the following scenario: Jane Doe has owned her 2008 Sunbeam Alpine for 5 years and just had it serviced by her dealer. A survey company, acting on behalf of and in the name of Sunbeam Motors, sends her a service satisfaction survey to follow up on the visit. Here’s Jane’s response.
Customer Input
OCTOBER 17, 2013
'Recent studies show loyalty programs are not effective at creating customer loyalty, but customer experience improvements are.
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Service Untitled
OCTOBER 29, 2013
'While Cupid may not have the reputation for worrying about customer service when it comes to thoughts of love, it’s clearly evident the diapered imp of romance has never had to deal with an epic proposal like Kanye West and Kim Kardashian in the middle of AT&T Park in San Francisco; all resplendent with a 50 piece orchestra and a $3 million 15 carat diamond ring.
Andrew Maher
OCTOBER 7, 2013
Paul Dunay loves marketing and has his own unique approach to it. He also has a nose for data and has been looking closely into how data and the customer experience play a role together. This is why he made an ideal interview partner on this CX404 show. Paul is a well known and recognised […] Paul Dunay loves marketing and has his own unique approach to it.
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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
OCTOBER 9, 2013
'It is customer service week 7-13 October 2013. Time to celebrate. Surely this week is an opportunity to communicate to your employees and customers and ask then to join in a celebration of customer service. Only a few days to go so if you have not planned ahead here are a few ideas of things you could do. Please make sure that you take part in this 2013 customer service week, more and more of your customers are expecting you to.
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, 2013
Yesterday I shared my experience with my Fitbit and how when I bought the newer version, Flex, I felt it just didn’t stack up. Fitbit’s customer care told me to take it back to the retailer, when all I really wanted was for the manufacturer to exchange it for a different version. To me, they. View Article.
Customer Input
OCTOBER 17, 2013
Recent studies show loyalty programs are not effective at creating customer loyalty, but customer experience improvements are.
Service Untitled
OCTOBER 15, 2013
'The buzz phrase “social listening,” also known as social media monitoring, can help organizations and businesses be more effective and build stronger brand relationships. For those of you who are unfamiliar with the concept, media marketing software combines both monitoring and analytics to help us listen, understand, and engage. Through Facebook and Twitter, conversations can be measured to help attract new customers, and ultimately these customers can become advocates helping our
Upwave
OCTOBER 21, 2013
The Washington Redskins have recently garnered criticism, most notably by sportscaster Bob Costas and President Obama , for a team name many consider to be racially offensive towards Native Americans. But a name change is certainly not on the horizon for the storied NFL program, according to the team’s owner Daniel Snyder. Given the high-profile debate, we at Upwave were curious to see how public opinion stacked up.
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.
Brad Cleveland Blog
OCTOBER 1, 2013
Click through these photos of aircraft paint jobs (courtesy of CNN Tavel) and try not to smile! My favorites: Kulula (This Way Up) and ANA’s panda theme. Yes, packaging matters!
Customer Interactions
OCTOBER 10, 2013
'A rash of deadly shootings at college campuses and schools in recent years has placed security in the spotlight. By their open nature, college campuses are difficult to secure. Recent incidents are driving educational institutions to invest in security technology – and more so, in comprehensive, integrated solutions to better detect, mitigate and respond to threats.
InMoment XI
OCTOBER 31, 2013
Yesterday I shared my experience with my Fitbit and how when I bought the newer version, Flex, I felt it just didn’t stack up. Fitbit’s customer care told me to take it back to the retailer, when all I really wanted was for the manufacturer to exchange it for a different version. To me, they.
InMoment XI
OCTOBER 31, 2013
Yesterday I shared my experience with my Fitbit and how when I bought the newer version, Flex, I felt it just didn’t stack up. Fitbit’s customer care told me to take it back to the retailer, when all I really wanted was for the manufacturer to exchange it for a different version. To me, they.
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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, 2013
The move from traditional customer satisfaction research to modern customer feedback management is a big change for most firms. To make it less daunting, John Carroll of Ipsos and I studied a number of companies that have – and have not – successfully made this transition. We found seven critical steps that most firms take. View Article.
InMoment XI
OCTOBER 30, 2013
The move from traditional customer satisfaction research to modern customer feedback management is a big change for most firms. To make it less daunting, John Carroll of Ipsos and I studied a number of companies that have – and have not – successfully made this transition. We found seven critical steps that most firms take.
InMoment XI
OCTOBER 30, 2013
The move from traditional customer satisfaction research to modern customer feedback management is a big change for most firms. To make it less daunting, John Carroll of Ipsos and I studied a number of companies that have – and have not – successfully made this transition. We found seven critical steps that most firms take.
InMoment XI
OCTOBER 28, 2013
This week I want to share with you something by my UK colleague, Charles Kirk. Charles provides some thoughts on the concern many automakers have on young people not buying cars. See what you think. — I was reading the British car magazine, Autocar, a little while ago (the world’s oldest car magazine, no less). View Article.
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
OCTOBER 28, 2013
This week I want to share with you something by my UK colleague, Charles Kirk. Charles provides some thoughts on the concern many automakers have on young people not buying cars. See what you think. @christravell I was reading the British car magazine, Autocar, a little while ago (the world’s oldest car.
InMoment XI
OCTOBER 28, 2013
This week I want to share with you something by my UK colleague, Charles Kirk. Charles provides some thoughts on the concern many automakers have on young people not buying cars. See what you think. @christravell I was reading the British car magazine, Autocar, a little while ago (the world’s oldest car.
InMoment XI
OCTOBER 24, 2013
In Part 1 we concluded by discussing the value of discovering patterns and improving the odds of getting a hit in baseball. Now imagine your most recent customer survey respondents.
InMoment XI
OCTOBER 24, 2013
In Part 1 we concluded by discussing the value of discovering patterns and improving the odds of getting a hit in baseball. Now imagine your most recent customer survey respondents.
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
OCTOBER 24, 2013
In Part 1 we concluded by discussing the value of discovering patterns and improving the odds of getting a hit in baseball. Now imagine your most recent customer survey respondents.
InMoment XI
OCTOBER 22, 2013
This is the third of a three-part series from my colleague Dr. David Ensing which discusses the results of Maritz Research’s 2013 Online Customer Review Study. Just like the previous postings, Dave provides valuable insight into the use and application of online review sites. Let me know if you have found this series valuable. View Article.
InMoment XI
OCTOBER 23, 2013
I regularly find myself without cash, but then who needs it anymore with credit/debit cards accepted almost everywhere. And now eBay, and more specifically its sister company PayPal, want to make it possible for you to leave the plastic at home too. And that’s just part of what they see as the future of the. View Article.
InMoment XI
OCTOBER 22, 2013
This is the third of a three-part series from my colleague Dr. David Ensing which discusses the results of Maritz Research’s 2013 Online Customer Review Study. Just like the previous postings, Dave provides valuable insight into the use and application of online review sites. Let me know if you have found this series valuable.
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
OCTOBER 23, 2013
I regularly find myself without cash, but then who needs it anymore with credit/debit cards accepted almost everywhere. And now eBay, and more specifically its sister company PayPal, want to make it possible for you to leave the plastic at home too. And that’s just part of what they see as the future of the.
InMoment XI
OCTOBER 22, 2013
This is the third of a three-part series from my colleague Dr. David Ensing which discusses the results of Maritz Research’s 2013 Online Customer Review Study. Just like the previous postings, Dave provides valuable insight into the use and application of online review sites. Let me know if you have found this series valuable.
InMoment XI
OCTOBER 23, 2013
I regularly find myself without cash, but then who needs it anymore with credit/debit cards accepted almost everywhere. And now eBay, and more specifically its sister company PayPal, want to make it possible for you to leave the plastic at home too. And that’s just part of what they see as the future of the.
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