InMoment XI

MARCH 21, 2009

In the past, companies primarily collected feedback from customers in order to identify and solve customer problems, keep tabs on call center agents, and make some adjustments to their business. However, today, thanks to new feedback management technologies, many companies are now actively soliciting and using customer feedback to monitor and improve their business's performance, uncover new opportunities for growth, identify emerging trends, refine internal processes, and chart a course for the

Feedback 150

Feedback Call Center Course Trends 150

Service Untitled

MARCH 16, 2009

Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives First Contact Resolution Douglas March 16, 2009 Behind the Scenes , Customer Service Experience , Little Things, Big Differences 2 Comments First contact resolution is one of the most important things in customer service.

First Call Resolution 42

First Call Resolution Customer Satisfaction Course Exercises 42

InMoment XI

MARCH 21, 2009

In the past, companies primarily collected feedback from customers in order to identify and solve customer problems, keep tabs on call center agents, and make some adjustments to their business. However, today, thanks to new feedback management technologies, many companies are now actively soliciting and using customer feedback to monitor and improve their business's performance, uncover new opportunities for growth, identify emerging trends, refine internal processes, and chart a course for the

Feedback 150

Feedback Call Center Course Trends 150

InMoment XI

MARCH 21, 2009

In the past, companies primarily collected feedback from customers in order to identify and solve customer problems, keep tabs on call center agents, and make some adjustments to their business. However, today, thanks to new feedback management technologies, many companies are now actively soliciting and using customer feedback to monitor and improve their business's performance, uncover new opportunities for growth, identify emerging trends, refine internal processes, and chart a course for the

Feedback 150

Feedback Call Center Course Trends 150

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InMoment XI

MARCH 17, 2009

The Enterprise Feedback Management (EFM) market continues to grow, even amidst the current economic environment. The underlying cause of this growth appears to be increased customer retention through real-time voice of the customer (VOC) programs. And there was certainly a lot of talk about this at the recent Gartner CRM conference in London. The fact that this is being talked about so much is evidence that the market has matured significantly in the past 12 months.

Marketing 150

Marketing Conference CRM Customer Retention 150

InMoment XI

MARCH 17, 2009

The Enterprise Feedback Management (EFM) market continues to grow, even amidst the current economic environment. The underlying cause of this growth appears to be increased customer retention through real-time voice of the customer (VOC) programs. And there was certainly a lot of talk about this at the recent Gartner CRM conference in London. The fact that this is being talked about so much is evidence that the market has matured significantly in the past 12 months.

Marketing 150

Marketing Conference CRM Customer Retention 150

InMoment XI

MARCH 5, 2009

In nearly every survey project, three questions inevitably come up: Whom do I need to survey? How do I know if I’m surveying the right people? And how many survey responses do I need to ensure that my survey results will be accurate? These are all very worthy questions. And to help you answer them, following are ten tips for developing and conducting a survey, as well as getting better survey data results.

Tips 150

Tips Survey Data 150

InMoment XI

MARCH 5, 2009

In nearly every survey project, three questions inevitably come up: Whom do I need to survey? How do I know if I’m surveying the right people? And how many survey responses do I need to ensure that my survey results will be accurate? These are all very worthy questions. And to help you answer them, following are ten tips for developing and conducting a survey, as well as getting better survey data results.

Tips 150

Tips Survey Data 150

InMoment XI

MARCH 5, 2009

In nearly every survey project, three questions inevitably come up: Whom do I need to survey? How do I know if I’m surveying the right people? And how many survey responses do I need to ensure that my survey results will be accurate? These are all very worthy questions. And to help you answer them, following are ten tips for developing and conducting a survey, as well as getting better survey data results.

Tips 150

Tips Survey Data 150

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InMoment XI

MARCH 4, 2009

The National Credit Union Association (NCUA)'s Corporate Stabilization Program will have a significant impact on credit unions. There will be a cost to every credit union, but no one yet knows exactly how much or how many times credit unions will be asked to contribute. At some level the challenge facing credit unions is the same challenge we are all facing: How can we get by with less?

Financial 150

Financial 150

InMoment XI

MARCH 4, 2009

The National Credit Union Association (NCUA)'s Corporate Stabilization Program will have a significant impact on credit unions. There will be a cost to every credit union, but no one yet knows exactly how much or how many times credit unions will be asked to contribute. At some level the challenge facing credit unions is the same challenge we are all facing: How can we get by with less?

Financial 150

Financial 150

InMoment XI

MARCH 4, 2009

The National Credit Union Association (NCUA)'s Corporate Stabilization Program will have a significant impact on credit unions. There will be a cost to every credit union, but no one yet knows exactly how much or how many times credit unions will be asked to contribute. At some level the challenge facing credit unions is the same challenge we are all facing: How can we get by with less?

Financial 150

Financial 150

Service Untitled

MARCH 24, 2009

Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives The Disney Experience Douglas March 24, 2009 Customer Service , Little Things, Big Differences , Specific Companies 1 Comment Last week I blogged about how I would be going to Disney for a day.

Exercises 40

Exercises Travel CRM Survey 40

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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.

Voice of Customer

Service Untitled

MARCH 20, 2009

Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Upcoming: The Disney Experience Douglas March 20, 2009 Service Untitled 1 Comment I’m going to be going to Disney World tomorrow for a little while and I’m looking forward to being apart of and hopefully noticing some of the interesting service and guest experience tricks Disney uses in its many parks.

Guest Experience 40

Guest Experience Exercises CRM Consulting 40

Service Untitled

MARCH 4, 2009

Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Customer Service in Different Countries Douglas March 04, 2009 Customer Satisfaction , Customer Service 7 Comments The consulting company Accenture recently surveyed about 650 senior executives in different industries from 11 countries.

Customer Service 52

Customer Service Poor Customer Service Culture Consulting 52