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.
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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.
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
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
Brad Cleveland Blog
MARCH 14, 2013
I am often asked, both by individuals and journalists who cover consumer-oriented topics, what consumers can do short of a rant on twitter (see tip 12), to get better service when interacting with organizations. Here are a dozen recommendations: 1. Be prepared. Know what you want and have relevant information ready (account information, statements, etc.). 2.
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: Jason Cottrell and Brian Walker
Brands used to look for a commerce platform that could do everything. But over time, one vendor was no longer enough to meet a brand’s needs, so they added, and added, and added— and now it's essential that these vendors work well together. That’s composable, and it’s important to get it right. Customers and your board expect you to be in new channels and to adapt quickly to market change.
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.
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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: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali
Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.
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.
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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper
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.
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Building lasting customer relationships has always been top-of-mind for businesses. However, in the last decade, organizations have recognized that the customer journey beyond the initial sale is as critical as the sale itself. Customer onboarding, or the customer’s first impression of you, is critical to forging lasting relationships and long-term success.
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.
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