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.
Speaker: Becky Parisotto
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
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.
Speaker: Carolyn Clark and Miriam Connaughton
The future of HR is here, and it's all about collaboration, innovation, and impact. Join us for a forward-thinking session where seasoned experts Miriam and Carolyn will share insights and practical strategies to help you stay ahead of evolving HR trends. Discover how to build strong partnerships with internal teams to craft a transparent, authentic, and connected workforce experience.
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.
Advertisement
Customer education has become a key driver for growth, retention, and product adoption. Our latest 2024 State of Customer Education Report uncovers critical data and insights from a survey of over 200 industry leaders, offering a look at the evolving role of education in driving business success. Inside, you'll find data on key trends and strategies, including: Strategies for Scaling & Customization: Find out which investments in learning technology deliver the biggest ROI and scalability.
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: Duke Heninger, Partner and Fractional CFO at Ampleo & Creator of CFO System
Are you ready to elevate your accounting processes for 2025? 🚀 Join us for an exclusive webinar led by Duke Heninger, a seasoned fractional CFO and CPA passionate about transforming back-office operations for finance teams. This session will cover critical best practices and process improvements tailored specifically for accounting professionals.
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.
Advertisement
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.
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: Jay Allardyce, Deepak Vittal, Terrence Sheflin, and Mahyar Ghasemali
As we look ahead to 2025, business intelligence and data analytics are set to play pivotal roles in shaping success. Organizations are already starting to face a host of transformative trends as the year comes to a close, including the integration of AI in data analytics, an increased emphasis on real-time data insights, and the growing importance of user experience in BI solutions.
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