InMoment XI
MARCH 29, 2013
Okay, I used a crass headline to get your attention. But it turns out to be true. I recently stumbled upon a 2010 Consumer Reports study where Americans rated poor customer experiences like hidden fees and incomprehensible bills as more annoying than dog poop. And the fun doesn't stop there. By my count, eleven of the top twenty annoyances are customer experiences (and a few others are arguable).
Service Untitled
MARCH 19, 2013
Since 2007, Walmart department and discount stores repeatedly have been labeled with the dubious distinction of having the “worst customer service in America.” The Bentonville, Arkansas based retailer scored a 71 out of 100 rating; the lowest grade for customer service as rated by The American Customer Satisfaction Index (ACSI) , an independent national benchmark of customer satisfaction in the United States.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Customer Interactions
MARCH 28, 2013
'Pundits have long debated the root causes of crime and how to combat it, such as investing in education, early intervention, and programs to reduce unemployment. Those may be successful strategies from a social perspective, but what about technology? Can technology also be a safe-city enabler? Here are three ways that cites can apply technology to enhance safety: Leverage Existing Security Systems to their Fullest Potential – Let’s face it – government agencies already invest
Very Best Service
MARCH 9, 2013
'The customer service "great rotation " is inspired from the investment community''s current hot topic whereby worldwide money managers may reallocate part of their assets towards more risky investments, for example switching from fixed income instruments to equities. This is done in order to benefit from higher equity yields especially given that interest rates will have to stay low for a while to fuel the economic recovery.
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.
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
MARCH 29, 2013
Okay, I used a crass headline to get your attention. But it turns out to be true. I recently stumbled upon a 2010 Consumer Reports study where Americans rated poor customer experiences like hidden fees and incomprehensible bills as more annoying than dog poop. And the fun doesn't stop there. By my count, eleven of the top twenty annoyances are customer experiences (and a few others are arguable).
InMoment XI
MARCH 28, 2013
No, this is not about the 2000 movie telling the story of Nick Marshall and Darcy McGuire, but something more pertinent as automakers and dealers head into the 2013 spring selling season. If you are considering a strategy to bring more women to the brand or dealership, there are some things you need to consider. View Article.
InMoment XI
MARCH 28, 2013
To paraphrase a familiar saying—Data, data everywhere and not an answer in sight. Gone are the days when business people did not have enough data. Most of us have too much —way too much. Take customer experience professionals, for example. Organizations whose customer experience programs are transaction based routinely survey hundreds of thousands customers.
InMoment XI
MARCH 28, 2013
No, this is not about the 2000 movie telling the story of Nick Marshall and Darcy McGuire, but something more pertinent as automakers and dealers head into the 2013 spring selling season. If you are considering a strategy to bring more women to the brand or dealership, there are some things you need to consider.
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.
InMoment XI
MARCH 28, 2013
To paraphrase a familiar saying—Data, data everywhere and not an answer in sight. Gone are the days when business people did not have enough data. Most of us have too much —way too much. Take customer experience professionals, for example. Organizations whose customer experience programs are transaction based routinely survey hundreds of thousands customers.
InMoment XI
MARCH 28, 2013
No, this is not about the 2000 movie telling the story of Nick Marshall and Darcy McGuire, but something more pertinent as automakers and dealers head into the 2013 spring selling season. If you are considering a strategy to bring more women to the brand or dealership, there are some things you need to consider.
InMoment XI
MARCH 28, 2013
To paraphrase a familiar saying—Data, data everywhere and not an answer in sight. Gone are the days when business people did not have enough data. Most of us have too much —way too much. Take customer experience professionals, for example. Organizations whose customer experience programs are transaction based routinely survey hundreds of thousands customers.
InMoment XI
MARCH 27, 2013
This post originally appeared as a podcast on Allegiance Radio. Do you care what your employees think? Is it worthwhile to build a Voice of the Employee (VOE) program? What are the benefits? Where do you start? We chatted with Bruce Parkinson, Director of Employee Engagement at Cummins, on an Allegiance episode last August. Bruce. View Article.
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
MARCH 27, 2013
The internet is all-a-twitter (pun intended….sorry) over the latest social media-induced brand crisis. This one is about the new Victoria’s Secret “Bright Young Things” ad campaign that many people feel inappropriately targets highly sexual underwear to tweens and teenagers. Much of the uproar has come through the social media channel, particularly from an open letter.
InMoment XI
MARCH 27, 2013
Listen to this episode: This post originally appeared as a podcast on Allegiance Radio. Do you care what your employees think? Is it worthwhile to build a Voice of the Employee (VOE) program? What are the benefits? Where do you start? We chatted with Bruce Parkinson, Director of Employee Engagement at Cummins, on an Allegiance.
InMoment XI
MARCH 27, 2013
The internet is all-a-twitter (pun intended….sorry) over the latest social media induced brand crisis. This one is about the new Victoria’s Secret “Bright Young Things” ad campaign that many people feel inappropriately targets highly sexual underwear to tweens and teenagers. You can read an ABC news article about it here. Much of the uproar has.
InMoment XI
MARCH 27, 2013
Listen to this episode: This post originally appeared as a podcast on Allegiance Radio. Do you care what your employees think? Is it worthwhile to build a Voice of the Employee (VOE) program? What are the benefits? Where do you start? We chatted with Bruce Parkinson, Director of Employee Engagement at Cummins, on an Allegiance.
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
MARCH 27, 2013
The internet is all-a-twitter (pun intended….sorry) over the latest social media induced brand crisis. This one is about the new Victoria’s Secret “Bright Young Things” ad campaign that many people feel inappropriately targets highly sexual underwear to tweens and teenagers. You can read an ABC news article about it here. Much of the uproar has.
InMoment XI
MARCH 22, 2013
I've written in the past about some of the big challenges facing the customer experience (CX) discipline, such as a lack of real understanding among executives and a confusing tech market. Those issues are still around, but they've been pretty well documented lately and have CX leaders appropriately on guard. Now there's a more insidious threat on the horizon: tunnel vision.
InMoment XI
MARCH 22, 2013
I've written in the past about some of the big challenges facing the customer experience (CX) discipline, such as a lack of real understanding among executives and a confusing tech market. Those issues are still around, but they've been pretty well documented lately and have CX leaders appropriately on guard. Now there's a more insidious threat on the horizon: tunnel vision.
InMoment XI
MARCH 22, 2013
I've written in the past about some of the big challenges facing the customer experience (CX) discipline, such as a lack of real understanding among executives and a confusing tech market. Those issues are still around, but they've been pretty well documented lately and have CX leaders appropriately on guard. Now there's a more insidious threat on the horizon: tunnel vision.
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
MARCH 21, 2013
A recent business trip took me from London to Minneapolis and one particular restaurant experience really stood out – for all the right reasons. I was traveling alone so what else was I to do in Minneapolis on a Sunday but visit the Mall of America. After a few hours of wandering aisle after aisle. View Article.
InMoment XI
MARCH 21, 2013
A recent business trip took me from London to Minneapolis and one particular restaurant experience really stood out – for all the right reasons. I was travelling alone so what else was I to do in Minneapolis on a Sunday but visit the Mall of America. After a few hours of wandering aisle after aisle.
InMoment XI
MARCH 21, 2013
A recent business trip took me from London to Minneapolis and one particular restaurant experience really stood out – for all the right reasons. I was travelling alone so what else was I to do in Minneapolis on a Sunday but visit the Mall of America. After a few hours of wandering aisle after aisle.
InMoment XI
MARCH 20, 2013
Did you know that the typical response rate of Voice of Customer (VoC) programs ranges from 2% to 14%? In fact, survey developers who get a 10% response rate are usually happy, noting that it’s at the high end of “the industry standard.
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
MARCH 20, 2013
Terry O’Reilly (@terryoinfluence) is a Canadian advertising executive and broadcaster who has a program on CBC Radio called ‘Under the Influence‘ It’s a fascinating weekly view into the world of marketing and advertising. This past weekend he presented a program entitled ‘Tales of Customer Service’ Make time to listen to it because those of us involved in.
InMoment XI
MARCH 20, 2013
Did you know that the typical response rate of Voice of Customer (VoC) programs ranges from 2% to 14%? In fact, survey developers who get a 10% response rate are usually happy, noting that it’s at the high end of “the industry standard.
InMoment XI
MARCH 20, 2013
Terry O’Reilly (@terryoinfluence) is a Canadian advertising executive and broadcaster who has a program on CBC Radio called ‘Under the Influence‘ It’s a fascinating weekly view into the world of marketing and advertising. This past weekend he presented a program entitled ‘Tales of Customer Service’ Make time to listen to it because those of us involved in.
Expert insights. Personalized for you.
150 
Let's personalize your content