Pretium Solutions

JANUARY 4, 2012

The customer service agent who took my call was very warm and friendly and actually quite helpful. She explained that I had been on a special promotion (even though I was not a new customer) and that she would have to transfer me to Promotions to get my special price back. But that’s the point, isn’t it?

Customer Service 40

Customer Service Customer Experience Customer Retention Customers 40

Pretium Solutions

JANUARY 4, 2012

The customer service agent who took my call was very warm and friendly and actually quite helpful. She explained that I had been on a special promotion (even though I was not a new customer) and that she would have to transfer me to Promotions to get my special price back. But that’s the point, isn’t it?

Customer Service 40

Customer Service Customer Experience Customer Retention Customers 40

Pretium Solutions

JANUARY 4, 2012

The customer service agent who took my call was very warm and friendly and actually quite helpful. She explained that I had been on a special promotion (even though I was not a new customer) and that she would have to transfer me to Promotions to get my special price back. But that’s the point, isn’t it?

Customer Service 40

Customer Service Customer Experience Customer Retention Customers 40

Customers Rock!

MAY 4, 2012

As many of you know, I have been doing quite a bit of traveling lately, speaking about my book and sharing the Customers Rock! As most travelers are aware, the customer experience is especially important when you are away from home; it becomes something we are truly living. How do you create a great customer experience?

Customer Experience 202

Customer Experience Travel Social Media Poor Customer Service 202

InMoment XI

OCTOBER 25, 2012

How do customer service execs strike the right balance of cost and quality in the new age of the customer? This is one of the questions addressed in the complimentary webinar Customer Service in the Age of the Customer: The Secret to Balancing Cost and Customer Experience” on Monday, October 29, 2012, at 12 p.m.

Customer Service 200

Customer Service Customers Marketing Customer Experience 200

InMoment XI

OCTOBER 25, 2012

How do customer service execs strike the right balance of cost and quality in the new age of the customer? This is one of the questions addressed in the complimentary webinar Customer Service in the Age of the Customer: The Secret to Balancing Cost and Customer Experience” on Monday, October 29, 2012, at 12 p.m.

Customer Service 200

Customer Service Customers Marketing Customer Experience 200

InMoment XI

OCTOBER 25, 2012

How do customer service execs strike the right balance of cost and quality in the new age of the customer? This is one of the questions addressed in the complimentary webinar Customer Service in the Age of the Customer: The Secret to Balancing Cost and Customer Experience” on Monday, October 29, 2012, at 12 p.m.

Customer Service 200

Customer Service Customers Marketing Customer Experience 200

Customer Input

JULY 6, 2012

An unforeseeable service outage could happen to any company, but it is not only technical crisis; it is also a customer relationship one. How prepared you are to inform customers through different channels will affect their perception of the company, and ultimately their loyalty.

Social Media 40

Social Media Customer Experience Management Customer Experience Management 40

InMoment XI

MARCH 22, 2012

We know from research we have done that if a customer experiences a problem with their vehicle or has had a bad sales or service experience, how well a dealer responds to that customer’s concern can either positively or negatively impact customer. View Article.

Customer Experience 200

Customer Experience Customers Sales Industry 200

InMoment XI

MARCH 22, 2012

We know from research we have done that if a customer experiences a problem with their vehicle or has had a bad sales or service experience, how well a dealer responds to that customer’s concern can either positively or negatively impact customer. View Article

Customer Experience 200

Customer Experience Customers Sales Industry 200

InMoment XI

MARCH 22, 2012

We know from research we have done that if a customer experiences a problem with their vehicle or has had a bad sales or service experience, how well a dealer responds to that customer’s concern can either positively or negatively impact customer. View Article

Customer Experience 200

Customer Experience Customers Sales Industry 200

InMoment XI

FEBRUARY 21, 2012

If you don’t proactively design your customer experience, one will be provided for you. How easy is it to buy your product or service? Is your customer’s experience littered with overly complicated phone trees, slow response times, or unknowledgeable staff?

Customer Experience Design 200

Customer Experience Design Call Center Customer Experience Customers 200

InMoment XI

FEBRUARY 21, 2012

If you don’t proactively design your customer experience, one will be provided for you. How easy is it to buy your product or service? Is your customer’s experience littered with overly complicated phone trees, slow response times, or unknowledgeable staff?

Customer Experience Design 200

Customer Experience Design Call Center Customer Experience Customers 200

InMoment XI

FEBRUARY 21, 2012

If you don’t proactively design your customer experience, one will be provided for you. How easy is it to buy your product or service? Is your customer’s experience littered with overly complicated phone trees, slow response times, or unknowledgeable staff?

Customer Experience Design 200

Customer Experience Design Call Center Customer Experience Customers 200

InMoment XI

AUGUST 1, 2012

Revolutionary products such as the iPhone flourish by providing a fantastic customer experience. It’s the product, the in-store experience, the applications, the customer service, the whole ecosystem.

Customer Experience 200

Customer Experience Strategy Innovation Customers 200

InMoment XI

AUGUST 1, 2012

Revolutionary products such as the iPhone flourish by providing a fantastic customer experience. It’s the product, the in-store experience, the applications, the customer service, the whole ecosystem.

Customer Experience 200

Customer Experience Strategy Innovation Customers 200

InMoment XI

AUGUST 1, 2012

Revolutionary products such as the iPhone flourish by providing a fantastic customer experience. It’s the product, the in-store experience, the applications, the customer service, the whole ecosystem.

Customer Experience 200

Customer Experience Strategy Innovation Customers 200

InMoment XI

NOVEMBER 28, 2012

In the competitive world of financial services, a good customer experience (CX) program can create millions of dollars more in revenue, and make its program leaders look like rock stars. To find out, join us for our complimentary webinar on Tuesday, December 11.

Financial 200

Financial Industry Customer Experience Customers 200

InMoment XI

NOVEMBER 28, 2012

In the competitive world of financial services, a good customer experience (CX) program can create millions of dollars more in revenue, and make its program leaders look like rock stars. To find out, join us for our complimentary webinar on Tuesday, December 11.

Financial 200

Financial Industry Customer Experience Customers 200

InMoment XI

OCTOBER 2, 2012

We can all think of experiences where someone demonstrates a true commitment to customer service, as well as times when employees act as if they are counting the minutes until they can. Nearly everyone can tell when a person really loves his or her work, as opposed to when an employee simply ‘phones it in.’ View Article.

Customer Service 200

Customer Service Customer Experience Customers 200

InMoment XI

OCTOBER 2, 2012

We can all think of experiences where someone demonstrates a true commitment to customer service, as well as times when employees act as if they are counting the minutes until they can. Nearly everyone can tell when a person really loves his or her work, as opposed to when an employee simply ‘phones it in.’ View Article

Customer Service 200

Customer Service Customer Experience Customers 200

InMoment XI

OCTOBER 2, 2012

We can all think of experiences where someone demonstrates a true commitment to customer service, as well as times when employees act as if they are counting the minutes until they can. Nearly everyone can tell when a person really loves his or her work, as opposed to when an employee simply ‘phones it in.’ View Article

Customer Service 200

Customer Service Customer Experience Customers 200

Service Untitled

AUGUST 21, 2012

After all, the economy was booming and a realtor could scarcely keep any home inventory available for new buyers, and so the prices kept climbing while customers lined up at the cash registers. Home Depot scored an overall ranking of 95.81 – ranking number 30 out of 553 companies that have a Customer Service Scoreboard rating.

Customer Service 94

Customer Service Exceptional Customer Service Customer Centricity Training 94

Service Untitled

DECEMBER 28, 2012

From the moment one arrives, the promise of a truly regal customer experience is realized. And the “WOW” customer service experience began. So how did the Breakers exceed customer expectations? A good buffet showcase such as the Christmas Day Dinner is more than just a fine dining experience.

Hotels 74

Hotels How To Fashion Conference 74

Service Untitled

OCTOBER 24, 2012

Every successful business has to attract customers or clients. We need to persuade them to purchase our product or service, buy a lot of our product or service, return to do more business with us because they were pleased, and then tell their friends and family how great we are. So how do we build customer loyalty?

Loyalty 70

Loyalty Culture Customers Course 70

Pretium Solutions

APRIL 12, 2012

Any customer experience may be so typical that sometimes you don’t even notice it anymore. Is it just my age (okay, over 50), or do most young customer-facing employees seem to have absolutely no purpose as they wander aimlessly through each customer encounter? Each customer interaction is the same.

Brands 60

Brands Customer Service Customer Service Training Touchpoint 60

Service Untitled

AUGUST 7, 2012

Although it is very convenient to shop online, many customers still enjoy the experience of touching merchandise and browsing in a brick and mortar store; hence the popularity of small neighborhood businesses. So what’s a local merchant to do to cultivate their customers’ loyalties? Stay in contact.

Tourism 84

Tourism Customer Service Hotels Social Media 84

Pretium Solutions

DECEMBER 12, 2012

Recently, one of our long-time professional friends asked us for guidance and suggestions about a customer service initiative which had been rolled out the previous year throughout his organization. Why was the customer service initiative not as effective as it could have been? Add a focus on internal customers.

Customer Service 58

Customer Service Touchpoint Leadership Metrics 58

Customer Input

MARCH 30, 2012

Entire industries, particularly wireless, cable and broadband providers, insist on locking customers into lengthy service contracts against their will. This results in a vicious circle of poor service and costly acquisition.

Wireless 66

Wireless Industry Customer Service Customer Experience 66

Customer Input

NOVEMBER 12, 2012

What organizations of any size and in multiple industries can learn in customer experience from a simple hair salon service story. Blog Customer input Journal Customer Experience'

Customer Experience 96

Customer Experience Customers Industry 96