InMoment XI

NOVEMBER 16, 2010

In Tamilnadu, South India, the chef is complimented following a well-cooked meal with the phrase “Kai Manam,” meaning the knowledge, care and soul the cook’s hands imparted to the meal. This is also true for Voice of the Customer champions who try to convey a similar sense to their customers through surveys, analysis and the action thereafter. By acquiring knowledge to understand the needs of the customer and communicating care, VOC experts strive to deliver improved products and services and cr

Survey 435

Survey Analysis Communication Customers 435

Customers Rock!

AUGUST 28, 2010

Here is a blast from the past, a classic Customers Rock! post on taking care of your current customers. Thanks to @Foundora for bringing it back to my attention. Enjoy! Many companies spend a lot of time and money on attracting new customers to their product or service. Much of the marketing budget is spent on mass approaches such as advertising and direct mail.

Fashion 190

Fashion Hospitality Advertising B2B 190

QuestionPro Audience

NOVEMBER 3, 2010

It appears that Survey Analytics is listening intently to its customers and with good reasons. The software firm, which currently offers an array of research tools for conducting market research, including survey design and hosting, reporting, advance analytics and panel management, recently announced the launch of its latest product – MicroPanel. MicroPanel is designed to facilitate both QuestionPro and Survey Analytics customers access to online respondents for survey participation, using one

Analytics 150

Analytics Survey Social Media Financial 150

GetFeedback

OCTOBER 9, 2010

Prove the ROI of customer experience with our step-by-step process.

ROI 150

ROI Customer Experience How To Customers 150

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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.

Customer Experience

Service Untitled

DECEMBER 20, 2010

Every business is bound to have unhappy customers; there’s always some variable that can go wrong despite all safeguards to make things perfect. Great customer service extends beyond answering the phone after two rings, beyond the twitter and Facebook entries, and even beyond the gentle ego stroking of an already angry customer. The Society for New Communications Research, which tracks the latest trends and best practices in communication and social media, states that 59 percent of consume

Customer Service 57

Customer Service Social Media Customers Communication 57

Customer Interactions

OCTOBER 10, 2010

'NICE Systems (booth #3836), and partners AXIS (#3103), Esri (#441), Infinova (#1447), and Quantum Secure (#1349), are teaming up to bring you an ASIS scavenger hunt. Join the hunt on October 12th for a chance to win some great prizes. Simply visit each booth on 10/12 starting at 9am, pick up the designated items, and bring them to NICE’s booth by 2pm.

Video 47

Video System Management 47

Annie Tsai

DECEMBER 27, 2010

The short answer is "Yes". The long answer is something like this: often yes, sometimes not because customers reaching out to you are often consumed with their task at hand, but usually yes because your tone or lack of spark can be a dead giveaway. The more relevant question is this: Does you feeling "bleh" […].

Consumers 40

Consumers Customers Customer Experience 40

InMoment XI

DECEMBER 30, 2010

Join us for Allegiance Radio in 2011. Every week, Allegiance will announce the weekly topic and time along with the URL to connect to the live broadcasts. These will come as tweets on the Allegiance Twitter account or Allegiance on Facebook. You are invited to “call in” to chat live on the air, or you can listen after the airing of the broadcast via podcast on iTunes or any other audio playback device.

Social Media 200

Social Media Connections 200

InMoment XI

DECEMBER 30, 2010

Join us for Allegiance Radio in 2011. Every week, Allegiance will announce the weekly topic and time along with the URL to connect to the live broadcasts. These will come as tweets on the Allegiance Twitter account or Allegiance on Facebook. You are invited to “call in” to chat live on the air, or you can listen after the airing of the broadcast via podcast on iTunes or any other audio playback device.

Social Media 200

Social Media Connections 200

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

Call Center

InMoment XI

DECEMBER 30, 2010

Join us for Allegiance Radio in 2011. Every week, Allegiance will announce the weekly topic and time along with the URL to connect to the live broadcasts. These will come as tweets on the Allegiance Twitter account or Allegiance on Facebook. You are invited to “call in” to chat live on the air, or you can listen after the airing of the broadcast via podcast on iTunes or any other audio playback device.

Social Media 200

Social Media Connections 200

InMoment XI

DECEMBER 20, 2010

The design of any world-class customer feedback program should include a closed loop process that makes the customers feel that they have been heard and promotes learning about what to do to improve the business in ways that drive customer satisfaction and loyalty.

Customer Satisfaction 200

Customer Satisfaction Loyalty Feedback Customers 200

InMoment XI

DECEMBER 20, 2010

The design of any world-class customer feedback program should include a closed loop process that makes the customers feel that they have been heard and promotes learning about what to do to improve the business in ways that drive customer satisfaction and loyalty.

Customer Satisfaction 200

Customer Satisfaction Loyalty Feedback Customers 200

InMoment XI

DECEMBER 20, 2010

The design of any world-class customer feedback program should include a closed loop process that makes the customers feel that they have been heard and promotes learning about what to do to improve the business in ways that drive customer satisfaction and loyalty.

Customer Satisfaction 200

Customer Satisfaction Loyalty Feedback Customers 200

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.

Data

InMoment XI

DECEMBER 20, 2010

The design of any world-class customer feedback program should include a closed loop process that makes the customers feel that they have been heard and promotes learning about what to do to improve the business in ways that drive customer satisfaction and loyalty.

Customer Satisfaction 200

Customer Satisfaction Loyalty Feedback Customers 200

InMoment XI

DECEMBER 13, 2010

The focus of VOC is not to gather more surveys and data; it is to create actionable business intelligence that moves the needle. VOC practitioners are not great at this second part today, but getting better, and quickly. This is the reason VOC programs are gaining quick adoption now when they have stalled in the past. VOC best practices require a shift from data gathering, creating charts and reports, to providing prescriptive and predictive outcomes that support a business story.

Survey 200

Survey Report Data 200

InMoment XI

DECEMBER 13, 2010

The focus of VOC is not to gather more surveys and data; it is to create actionable business intelligence that moves the needle. VOC practitioners are not great at this second part today, but getting better, and quickly. This is the reason VOC programs are gaining quick adoption now when they have stalled in the past. VOC best practices require a shift from data gathering, creating charts and reports, to providing prescriptive and predictive outcomes that support a business story.

Survey 200

Survey Report Data 200

InMoment XI

DECEMBER 13, 2010

The focus of VOC is not to gather more surveys and data; it is to create actionable business intelligence that moves the needle. VOC practitioners are not great at this second part today, but getting better, and quickly. This is the reason VOC programs are gaining quick adoption now when they have stalled in the past. VOC best practices require a shift from data gathering, creating charts and reports, to providing prescriptive and predictive outcomes that support a business story.

Survey 200

Survey Report Data 200

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Customers

InMoment XI

DECEMBER 6, 2010

After months of client meetings, focus groups and quantitative studies, one thing stands out: data is everywhere, and VOC pros want help making decisions from their mountains of data. That’s why we are committed to accelerating the delivery of actionable business intelligence from VOC data. It’s not about gathering more survey data, it’s about the insights business leaders need to move the needle.

Voice of Customer 200

Voice of Customer Study Groups Survey 200

InMoment XI

DECEMBER 6, 2010

After months of client meetings, focus groups and quantitative studies, one thing stands out: data is everywhere, and VOC pros want help making decisions from their mountains of data. That’s why we are committed to accelerating the delivery of actionable business intelligence from VOC data. It’s not about gathering more survey data, it’s about the insights business leaders need to move the needle.

Voice of Customer 200

Voice of Customer Study Groups Survey 200

InMoment XI

DECEMBER 6, 2010

After months of client meetings, focus groups and quantitative studies, one thing stands out: data is everywhere, and VOC pros want help making decisions from their mountains of data. That’s why we are committed to accelerating the delivery of actionable business intelligence from VOC data. It’s not about gathering more survey data, it’s about the insights business leaders need to move the needle.

Voice of Customer 200

Voice of Customer Study Groups Survey 200

InMoment XI

NOVEMBER 29, 2010

Email has become the major method for delivering survey invitations. With so many types of legitimate and junk email hitting inboxes every day, people have become more selective in opening and responding to email invitations. However, there are a few actions you can take as you create your survey invitations that will help you increase your response rates, legitimize your survey and ensure that you are CAN-SPAM compliant.

Survey 200

Survey 200

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Customer Experience

InMoment XI

NOVEMBER 29, 2010

Email has become the major method for delivering survey invitations. With so many types of legitimate and junk email hitting inboxes every day, people have become more selective in opening and responding to email invitations. However, there are a few actions you can take as you create your survey invitations that will help you increase your response rates, legitimize your survey and ensure that you are CAN-SPAM compliant.

Survey 200

Survey 200

InMoment XI

NOVEMBER 29, 2010

Email has become the major method for delivering survey invitations. With so many types of legitimate and junk email hitting inboxes every day, people have become more selective in opening and responding to email invitations. However, there are a few actions you can take as you create your survey invitations that will help you increase your response rates, legitimize your survey and ensure that you are CAN-SPAM compliant.

Survey 200

Survey 200

InMoment XI

NOVEMBER 15, 2010

You spoke. We listened. Thanks for your input—now here is what we have done to improve your experience based on your input. This presents your golden opportunity to prove to the customer that you take the voice of the customer seriously and make lasting change as a result of customer input. Here you can reinforce the impact that the client can have by providing ad-hoc feedback and responding to your surveys.

Survey 200

Survey Feedback Communication Marketing 200

InMoment XI

NOVEMBER 16, 2010

In Tamilnadu, South India, the chef is complimented following a well-cooked meal with the phrase “Kai Manam,” meaning the knowledge, care and soul the cook’s hands imparted to the meal. This is also true for Voice of the Customer champions who try to convey a similar sense to their customers through surveys, analysis and the action thereafter. By acquiring knowledge to understand the needs of the customer and communicating care, VOC experts strive to deliver improved products and services and cr

Survey 200

Survey Analysis Communication Customers 200

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.

Customer Insights

InMoment XI

NOVEMBER 15, 2010

You spoke. We listened. Thanks for your input—now here is what we have done to improve your experience based on your input. This presents your golden opportunity to prove to the customer that you take the voice of the customer seriously and make lasting change as a result of customer input. Here you can reinforce the impact that the client can have by providing ad-hoc feedback and responding to your surveys.

Survey 200

Survey Feedback Communication Marketing 200

InMoment XI

NOVEMBER 16, 2010

In Tamilnadu, South India, the chef is complimented following a well-cooked meal with the phrase “Kai Manam,” meaning the knowledge, care and soul the cook’s hands imparted to the meal. This is also true for Voice of the Customer champions who try to convey a similar sense to their customers through surveys, analysis and the action thereafter. By acquiring knowledge to understand the needs of the customer and communicating care, VOC experts strive to deliver improved products and services and cr

Survey 200

Survey Analysis Communication Customers 200

InMoment XI

NOVEMBER 15, 2010

You spoke. We listened. Thanks for your input—now here is what we have done to improve your experience based on your input. This presents your golden opportunity to prove to the customer that you take the voice of the customer seriously and make lasting change as a result of customer input. Here you can reinforce the impact that the client can have by providing ad-hoc feedback and responding to your surveys.

Survey 200

Survey Feedback Communication Marketing 200