InMoment XI
NOVEMBER 29, 2013
How much difference does the customer’s engagement make to the customer experience? Note: the customer’s engagement NOT customer engagement. Or, in other words, do you get treated better as a customer if you are nicer to a brand’s customer service team? You may think that it is a fairly obvious answer, but is it?
Aveus
NOVEMBER 4, 2013
Like the old cliché “If you don’t know where you are going, how will you know if you get there?” there is a benefit for everyone in your organization to have a clear, unclouded vision of the point on the horizon to which you are aiming. In the cliché the risk is overshooting the target. In business the risk is that individuals, functions or even your whole company could be unwittingly marching away from the outcomes that would yield the best performance for your company.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Amity
NOVEMBER 22, 2013
Customer support and customer service have been around for decades. These were the necessary evils of the traditional sector – the old-model reactive break/fix cost center – to resolve problems resulting from breaks and service interruptions. The misconception with SaaS is that there is no longer a need for a team of this nature in today’s organization.
Service Untitled
NOVEMBER 19, 2013
'In the world of social media, where consumers publicly speak out against poor customer service, it has been estimated that U.S. businesses can lose $60 billion in future sales of goods and services. A recent report from a cloud contact provider stated 85% of consumers retaliate against a company with bad customer service. “Customer rage”, as it is called, has caused 49% of consumers from doing business with a particular organization, and interestingly enough, the 18 through 34 yea
Advertisement
In 2025, contact centers aren’t just changing—they’re being rebuilt by AI. This no-fluff, executive-ready guide shows you how to capitalize on the transformation. Inside: proven ROI calculators, workforce optimization tactics, deflection strategies, and a 90-day AI deployment plan. Built for CIOs, COOs, CX leaders, and contact center strategists, it goes beyond buzzwords into play-by-play implementation.
Andrew Maher
NOVEMBER 8, 2013
As part of the Twittersphere and the data provided via its API I was curious as to how people here across EMEA from Scandinavia down to the Cape were accessing and tweeting. So, over a few months I tracked the use and have now compiled the results. This is in no way comprehensive and there […].
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
NOVEMBER 29, 2013
Holiday shopping season is painful at best: crowded parking lots; congested aisles where carts play bumper cars with each other; standing in long lines thinking there must be something else you need to search for on your phone. Now, throw two little kids into the mix…and, well, you get the picture. This was my past.
Touchpoint Dashboard
NOVEMBER 23, 2013
'Touchpoint Measurement Challenges As we’ve outlined in Part I and Part II of our Touchpoint Measurement 101 series, a formal, ongoing and consistent touchpoint measurement system forms the backbone of any successful customer experience management program. But let’s face it. Touchpoint measurement is not the easiest thing in the world to do, especially if you […].
Amity
NOVEMBER 14, 2013
That’s when it’s back to the lab again, He better go capture the moment, And hope it don’t pass him by. Lose Yourself , Eminem. Competitive Advantage isn’t Sustainable. Power has shifted from vendors to customers. Using everyday digital technology, customers have ready access to information, people and resources. These empowered customers have higher expectations and lower loyalty than just a few years ago.
Service Untitled
NOVEMBER 8, 2013
'No doubt we have all been victims of bad customer service, and no doubt we have left companies and moved on to their competition because the experience, at least in our own eyes for the moment, had been intolerable. Of course, we all have those particularly heinous stories of sub par service and indignant insults, but fair is fair, and perhaps some of those “fly off the handle” experiences could have been handled better; both by the customer and the service person.
Advertisement
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.
Andrew Maher
NOVEMBER 13, 2013
I just came across an article from 1to1 (sorry, login wall) but the point was it brought to my attention a US bank and its jump into Customer Input in designing a mobile application. You can see more about this application on their own web page as well. [link] has won an award from Forrester for their […].
Very Best Service
NOVEMBER 12, 2013
'Customer service culture Establishing the right customer service culture is a vital part of any customer service policy and a pre-requisite for delivering the best service possible. Companies want to make sure that their employees behaviours are conditioned by a set of values and beliefs which will protect the interests of all customers during their sales, marketing and servicing efforts.
InMoment XI
NOVEMBER 29, 2013
How much difference does the customer’s engagement make to the customer experience? Note: the customer’s engagement NOT customer engagement. Or, in other words, do you get treated better as a customer if you are nicer to a brand’s customer service team? You may think that it is a fairly obvious answer, but is it?
Touchpoint Dashboard
NOVEMBER 5, 2013
'“Two roads diverged in a yellow wood, And sorry I could not travel both And be one traveler, long I stood And looking down one as far as I could To where it bent in the undergrowth;” -Robert Frost, from his poem “The Road Not Taken When Robert Frost wrote “The Road Not Taken” in […].
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.
Amity
NOVEMBER 13, 2013
The customer success cat is out of the bag. There can be no doubt about the direct correlation between customer success and the long-term success of SaaS companies. There are calculations and strategies , analyst research , reports and findings , and numerous compelling blog posts – enough supporting evidence to motivate even the most skeptical C-suite.
Customer Interactions
NOVEMBER 14, 2013
'A recent poll indicates that New Yorkers support the increased use of security cameras throughout the city. This begs the question: Is having more cameras better? While having more cameras is certainly a good start, using smarter video surveillance is an even better approach. So how can cities achieve this? Add intelligence to video with analytics By themselves, video cameras don’t see anything; they provide a mechanism for human eyes to detect what’s going on.
Andrew Maher
NOVEMBER 17, 2013
Just had to repost this here as it is a challenge to context and a move to ambient. Here the original post: [link] Computerworld – While shopping at the grocery store recently and wearing Google Glass, I got an incoming social media alert referring to a phrase used by the Pew Research Center: “ambient news.” Wait, […].
Speaker: Jennifer Hodroge, Omni-Channel Strategic Leader, Forrester CX Certified
Marketers know that personalization is the key to engagement—but with limited budgets and time, how do you prioritize what, where, and how to personalize? Aligning your content, campaigns, and buyer experiences requires a deep understanding of customer needs. In this new webinar with expert Jennifer Hodroge, we’ll explore how to leverage insights and customer journey mapping to build personalization strategies that deliver real impact.
InMoment XI
NOVEMBER 29, 2013
Holiday shopping season is painful at best: crowded parking lots; congested aisles where carts play bumper cars with each other; standing in long lines thinking there must be something else you need to search for on your phone. Now, throw two little kids into the mix…and, well, you get the picture. This was my past.
InMoment XI
NOVEMBER 29, 2013
How much difference does the customer’s engagement make to the customer experience? Note: the customer’s engagement NOT customer engagement. Or, in other words, do you get treated better as a customer if you are nicer to a brand’s customer service team? You may think that it is a fairly obvious answer, but is it?
InMoment XI
NOVEMBER 29, 2013
Holiday shopping season is painful at best: crowded parking lots; congested aisles where carts play bumper cars with each other; standing in long lines thinking there must be something else you need to search for on your phone. Now, throw two little kids into the mix…and, well, you get the picture. This was my past.
InMoment XI
NOVEMBER 27, 2013
I mentioned in the last posting that we just finished up our Customer Experience Summit in Las Vegas. This was a great opportunity for clients and other leaders in the CE field to exchange ideas and learn what’s happening in this critical area for OEMs. At the conference we released the Maritz Customer Journey. View Article.
Advertiser: ZoomInfo
Savvy B2B marketers know that a great account-based marketing (ABM) strategy leads to higher ROI and sustainable growth. In this guide, we’ll cover: What makes for a successful ABM strategy? What are the key elements and capabilities of ABM that can make a real difference? How is AI changing workflows and driving functionality? This Martech Intelligence Report on Enterprise Account-Based Marketing examines the state of ABM in 2024 and what to consider when implementing ABM software.
InMoment XI
NOVEMBER 27, 2013
I mentioned in the last posting that we just finished up our Customer Experience Summit in Las Vegas. This was a great opportunity for clients and other leaders in the CE field to exchange ideas and learn what’s happening in this critical area for OEMs. At the conference we released the Maritz Customer Journey.
InMoment XI
NOVEMBER 27, 2013
I mentioned in the last posting that we just finished up our Customer Experience Summit in Las Vegas. This was a great opportunity for clients and other leaders in the CE field to exchange ideas and learn what’s happening in this critical area for OEMs. At the conference we released the Maritz Customer Journey.
InMoment XI
NOVEMBER 26, 2013
When I look at my mailbox fill up, the messages I almost always read are the ones that are relevant and provide value to me. The rest go into the Junk Mail folder. I have even set it up with an automated filter that filter out the providers that have proven to be valuable from. View Article.
InMoment XI
NOVEMBER 26, 2013
When I look at my mailbox fill up, the messages I almost always read are the ones that are relevant and provide value to me. The rest go into the Junk Mail folder. I have even set it up with an automated filter that filter out the providers that have proven to be valuable from.
Speaker: Becky Parisotto and John Vurdelja
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
InMoment XI
NOVEMBER 26, 2013
When I look at my mailbox fill up, the messages I almost always read are the ones that are relevant and provide value to me. The rest go into the Junk Mail folder. I have even set it up with an automated filter that filter out the providers that have proven to be valuable from.
InMoment XI
NOVEMBER 25, 2013
I was meeting with a well-known brand’s insight manager earlier this week and we had discussed the usual challenges that a medium sized retailer has. We had talked about some of our innovations and how they could help his brand improve customer satisfaction and loyalty. He nodded wisely – even appreciatively – when he cut.
InMoment XI
NOVEMBER 25, 2013
You remember last week that we posed the questions: How do your customers respond to the (Maritz enabled) survey and when they do, how do you engage with them? Last week, we answered the first part and this week I’ll answer the second part. So, to pick up where we left off……. So, how do.
Expert insights. Personalized for you.
150 
Let's personalize your content