August, 2013

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Jeans, Babies, and Loyalty

InMoment XI

When it comes to customer experience, retailers and most restaurants are struggling. We can see this clearly from our CEBenchmarks™ program, which tracks customer experience activity across eleven different industries. While we believe that companies should use the best customer experience metric that predicts business outcomes, many retailers are currently using what’s commonly known as the.

Loyalty 227
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Authenticity: Lesson in Exceptional Service from a Small Coffee Shop

Customer Input

'A small coffee shop provides an example of one of the most important principles in delivering truly great and unique service: authenticity.

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Memorable experiences make for “WOW” customer service

Service Untitled

'Perhaps the best of the best try to make every experience memorable by paying special attention to details. One recent experience at the Ritz Carlton where my real estate partner and I recently visited for lunch to meet with a European client who had flown into Palm Beach for the day to preview a listing we were offering, certainly left a wonderful customer service memory I had never experienced before, but have mentally earmarked as one of the most memorable customer appreciation opportunities

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Good Agent, Bad Policy

Pretium Solutions

Today we are pleased to feature a post by guest blogger Sarah Simon. Sarah shares a recent personal experience to demonstrate how important it is for companies to take a good hard look at their policies and procedures through the lens of the customer experience. Some great tips, and a great read! Background. Recently, I stopped at a big box hardware store to purchase a residential wood chipper to help manage my five acres of forest.

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From Data to Decisions: Maximizing Retail Potential with AI

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.

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My Take: What's Hot in Video Surveillance

Customer Interactions

'Video surveillance is everywhere — serving as our 24/7, always alert eyes. It has evolved at a rapid pace over the past several years, in large part due to advancements in technology, but also as we’ve discovered new ways to leverage it. Here’s what’s happening in video surveillance from two distinct angles: technology and operations.

Video 39

More Trending

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Video: How to Market Electric Cars in the U.S. – Part II

InMoment XI

Last week I told you about a presentation I gave at the National Academies of Sciences in Washington. I want to continue on that theme and present some of the other information that I talked about to the group. As always, I appreciate your thoughts and comments, especially as it relates to the future of. View Article.

Video 200
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Authenticity: Lesson in Exceptional Service from a Small Coffee Shop

Customer Input

A small coffee shop provides an example of one of the most important principles in delivering truly great and unique service: authenticity.

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Every CSR Needs to Understand Their Importance

Brad Cleveland Blog

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Good Agent, Bad Policy

Pretium Solutions

Today we are pleased to feature a post by guest blogger Sarah Simon. Sarah shares a recent personal experience to demonstrate how important it is for companies to take a good hard look at their policies and procedures through the lens of the customer experience. Some great tips, and a great read! Background. Recently, I stopped at a big box hardware store to purchase a residential wood chipper to help manage my five acres of forest.

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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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Is the 9-1-1 QA Market Finally Maturing?

Customer Interactions

'I’m just back from a week-long trip to Anaheim, CA for the annual APCO conference. It’s one of my favorite shows to attend because you get to meet people from different spectrums of Public Safety, share ideas, and see all of the new and hot products and solutions for 9-1-1. APCO is also one of the largest shows for public safety communications professionals – so vendors tend to use it as a launching pad for 9-1-1 products.

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I share therefore I am?

Andrew Maher

What do you think? Are we, as the presenter says, “sacrificing conversation for mere connection”? Explore more infographics like this one on the web’s largest information design community – Visually.

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Strong Partnerships for Success

InMoment XI

I am always amazed at the great things an organized group of people working together can accomplish. Here at Allegiance we have a terrific team who love what they do. We have made great strides to get us where we are today and are refining the way we do business to effectively meet the needs. View Article.

Groups 200
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Video: How to Market Electric Cars in the U.S. – Part II

InMoment XI

Last week I told you about a presentation I gave at the National Academies of Sciences in Washington. I want to continue on that theme and present some of the other information that I talked about to the group. As always, I appreciate your thoughts and comments, especially as it relates to the future of.

Video 200
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Navigating the Future: Unveiling Trends and Bold Predictions in Customer Experience

Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?

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Strong Partnerships for Success

InMoment XI

I am always amazed at the great things an organized group of people working together can accomplish. Here at Allegiance we have a terrific team who love what they do. We have made great strides to get us where we are today and are refining the way we do business to effectively meet the needs.

Groups 200
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How to Market Electric Cars in the U.S. – Part II

InMoment XI

Last week I told you about a presentation I gave at the National Academies of Sciences in Washington. I want to continue on that theme and present some of the other information that I talked about to the group. As always, I appreciate your thoughts and comments, especially as it relates to the future of.

How To 200
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Strong Partnerships for Success

InMoment XI

I am always amazed at the great things an organized group of people working together can accomplish. Here at Allegiance we have a terrific team who love what they do. We have made great strides to get us where we are today and are refining the way we do business to effectively meet the needs.

Groups 200
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It’s the Little Touches That Help the Customer See Clearly

InMoment XI

A short time ago I was visiting our Chicago office and one night we all went out for dinner. I won’t say who else was there but I think it’s fair to say that I was the youngest but one out of a group of five. Now I’m in my mid-Forties (okay, the wrong side. View Article.

Groups 200
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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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It’s the Little Touches That Help the Customer See Clearly

InMoment XI

A short time ago I was visiting our Chicago office and one night we all went out for dinner. I won’t say who else was there but I think it’s fair to say that I was the youngest but one out of a group of five. Now I’m in my mid-Forties (okay, the wrong side.

Groups 200
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It’s the Little Touches That Help the Customer See Clearly

InMoment XI

A short time ago I was visiting our Chicago office and one night we all went out for dinner. I won’t say who else was there but I think it’s fair to say that I was the youngest but one out of a group of five. Now I’m in my mid-Forties (okay, the wrong side.

Groups 200
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Did You Seriously Say That?

InMoment XI

Surveys consistently put cable companies at or near the top of most hated “service” provider lists and with good reason. Quick—can you think of a good experience with your cable company? Needless to say, I was not looking forward to making a call to find out why our main TV’s screen said the set was.

Survey 200
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Did You Seriously Say That?

InMoment XI

Surveys consistently put cable companies at or near the top of most hated “service” provider lists and with good reason. Quick—can you think of a good experience with your cable company? Needless to say, I was not looking forward to making a call to find out why our main TV’s screen said the set was.

Survey 200
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Top 5 Ways to Optimize Your Loyalty Strategy

Speaker: Lauren Barash, Vice President, Brand Marketing

In an ever-evolving industry, building and retaining loyal customers is critical to the success of any restaurant business. Join Lauren Barash, VP of Brand Marketing at Full Course, as she delves into the world of restaurant loyalty programs, and reveals the top five essential strategies to optimize your approach! This webinar will explore: Loyalty trends and what you should be focusing on 📊 Actionable insights and ideas to help you develop the most powerful and effective loyalty program

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Did You Seriously Say That?

InMoment XI

Surveys consistently put cable companies at or near the top of most hated “service” provider lists and with good reason. Quick—can you think of a good experience with your cable company? Needless to say, I was not looking forward to making a call to find out why our main TV’s screen said the set was.

Survey 200
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Video: How to Market Electric Cars in the U.S.

InMoment XI

I had a chance to speak at the National Academies of Science about electric cars. The committee I was presenting for is charged with developing a strategy to encourage the use of electric vehicles in the US. One of the first steps is to understand who these customers are, where are they coming. View Article.

Video 200
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What Do Consumers Value Most In Retail Banking, and How Are Banks Delivering?

InMoment XI

As I described here recently, banks can get big financial rewards for even modest improvements in customer experience (CX). Allegiance’s Pulse of America benchmark data and some conservative industry assumptions show that a bank with a million retail customers can gain $14M in increased retention, $12.5M in increased referrals, and $7M in increased share of.

Banking 200
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Video: How to Market Electric Cars in the U.S.

InMoment XI

I had a chance to speak at the National Academies of Science about electric cars. The committee I was presenting for is charged with developing a strategy to encourage the use of electric vehicles in the US. One of the first steps is to understand who these customers are, where are they coming.

Video 200
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Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

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What Do Consumers Value Most In Retail Banking, and How Are Banks Delivering?

InMoment XI

As I described here recently, banks can get big financial rewards for even modest improvements in customer experience (CX). Allegiance’s Pulse of America benchmark data and some conservative industry assumptions show that a bank with a million retail customers can gain $14M in increased retention, $12.5M in increased referrals, and $7M in increased share of.

Banking 200
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How to Market Electric Cars in the U.S.

InMoment XI

I had a chance to speak at the National Academies of Science about electric cars. The committee I was presenting for is charged with developing a strategy to encourage the use of electric vehicles in the US. One of the first steps is to understand who these customers are, where are they coming.

How To 200
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What Do Consumers Value Most In Retail Banking, and How Are Banks Delivering?

InMoment XI

As I described here recently, banks can get big financial rewards for even modest improvements in customer experience (CX). Allegiance’s Pulse of America benchmark data and some conservative industry assumptions show that a bank with a million retail customers can gain $14M in increased retention, $12.5M in increased referrals, and $7M in increased share of.

Banking 200