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.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
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.
Advertisement
Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.
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: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom
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.
Speaker: David Nisbet, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
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.
Advertisement
Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.
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.
Advertisement
Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
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.
Advertisement
Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?
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.
Expert insights. Personalized for you.
249 
Let's personalize your content