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.
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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
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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.
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.
Annie Tsai
NOVEMBER 18, 2013
I love this infographic – simply said, delivering on customer experience delivers on long term growth.
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.
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
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: 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.
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, […].
Brad Cleveland Blog
NOVEMBER 7, 2013
The principles behind building profitable customer relationships will never go out of style. From the days of the corner store to today’s most agile multichannel enterprises, these 12 principles remain the backbone of cultivating successful relationships. Read this and other articles on Cornell University’s new eCornell site, which “connects the University’s top schools and the industry’s most innovative experts.
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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.
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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
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: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
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.
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