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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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.
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Brad Cleveland Blog
OCTOBER 30, 2013
The Edge of Service, Issue 5: Customer Interaction is Changing the Game. Jed York, the youthful 33-year-old CEO of the San Francisco 49ers, is bringing a storied team that had fallen on hard times back to prominence. San Francisco won the NFC Championship title last year and came razor-close to winning the Super Bowl.
Customer Interactions
OCTOBER 3, 2013
'During my recent pilgrimage to ASIS, I walked the floor in search of something that would capture my imagination – something refreshing and new. I walked past an inconceivable number of cameras, electro-mechanical door hardware, racks upon racks of IT servers, storage and networking hardware, and amazing X-ray scanners that can detect unusual cargo, including chemicals and radioactive material.
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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What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
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.
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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: Aja Bradley Kemp, Founder & Chief Experience Officer at Conversate Collective
In a world where every brand is vying for attention, how do you make your events stand out? ✨ From creative swag strategies to immersive brand experiences, the key lies in fostering real connections that inspire action and leave a lasting impression. Whether you're planning a large-scale conference or an exclusive executive gathering, this session will explore how to elevate event engagement, strengthen brand perception, and maximize ROI.
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 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 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 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.
Speaker: Alexa Acosta, Director of Growth Marketing & B2B Marketing Leader
Marketing is evolving at breakneck speed—new tools, AI-driven automation, and changing buyer behaviors are rewriting the playbook. With so many trends competing for attention, how do you cut through the noise and focus on what truly moves the needle? In this webinar, industry expert Alexa Acosta will break down the most impactful marketing trends shaping the industry today and how to turn them into real, revenue-generating strategies.
InMoment XI
OCTOBER 22, 2013
“Data driven predictions can succeed—and they can fail. It is when we deny our role in the process that the odds of failure rise. Before we demand more of our data, we need to demand more of ourselves.” —Nate Silver, author The Signal and the Noise More than ever, a great customer experience is expected—period. Modern.
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 22, 2013
“Data driven predictions can succeed—and they can fail. It is when we deny our role in the process that the odds of failure rise. Before we demand more of our data, we need to demand more of ourselves.” —Nate Silver, author The Signal and the Noise More than ever, a great customer experience is expected—period. Modern.
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