InMoment XI
APRIL 29, 2014
And now for the sexy part of running global programs – dataflows. Ok, not really but they’re critical in executing a global customer experience program. Some thoughts for your consideration. Let me know what you think. @christravell.
Kristina Evey
APRIL 4, 2014
'Who would you prefer to spend your money with – someone who gets to know you and values your business, or at a company where you feel like just another number? Customers are willing to spend more money on a product that they know is not necessarily “state of the art” based on the feeling that they are being treated well. Contrary to popular belief, buying decisions are not based on price, but by the feeling that the customer gets when they do business with us.
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GetFeedback
APRIL 8, 2014
Today, we're proud to announce GetFeedback Spring '14: a bundle of new survey features available immediately to all of our users. Take a quick tour!
Win the Customer
APRIL 7, 2014
'You don''t need notoriety. With persistence, teamwork, efficiency, effectiveness and individual responsibility have proven time and again to accomplish unfathomable tasks.
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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.
Joe Rawlinson
APRIL 16, 2014
'Navigating today’s consumer marketplace is rather like walking a tightrope on a windy day. Fierce competition, rapidly changing technologies, and a customer base that is exposed to an omnipresent barrage of marketing campaigns are making it increasingly difficult to stay the course. Your customers are your number one asset and the best way to ensure your success is to serve those customers better than anyone else in your industry.
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
APRIL 29, 2014
And now for the sexy part of running global programs – dataflows. Ok, not really but they’re critical in executing a global customer experience program. Some thoughts for your consideration. Let me know what you think.
Service Untitled
APRIL 21, 2014
'I’ve often thought that customer loyalty was all about making the customer the king by maintaining transparent ethical practices, sound policies, and impressive customer service. Technology, however and the busy retail world of the Internet brings more competition, more inventory, convenience, and cheaper prices. Shopaholics notoriously are in the constant search for the best prices and the best choices, so what is any retailer to do?
GetFeedback
APRIL 11, 2014
Several days ago, a vulnerability was announced in the software that powers encryption across most of the Internet (OpenSSL).
Win the Customer
APRIL 1, 2014
'Why do customers still hold on to the need to for a human-to-human interaction, even when the information available with technology is much more abundant and accurate than relying solely upon a human being?
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Joe Rawlinson
APRIL 28, 2014
'You’ve probably heard about Pareto’s famous 80/20 principle. The truth is that those magic numbers can help predict great opportunity and success for your business. You just need to apply them to your customers, products, and company. The question for me was always around how to do that. Fortunately, Perry Marshall’s book 80/20 Sales and Marketing: The Definitive Guide to Working Less and Making More helps bridge the gap between theories and how you can take action with it in
PeopleMetrics
APRIL 8, 2014
'In order to deliver a good customer experience, a company must first be customer-centric. Last week I wrote on the nuances of customer service and customer-centricity in “ Why Great Customer Service Isn’t Enough to Be Customer-Centric ” For those who are not reading my every post with rapt attention, I used the HARO (Help A Reporter Out) service to put out an APB for customer-centric companies to learn from.
InMoment XI
APRIL 29, 2014
And now for the sexy part of running global programs – dataflows. Ok, not really but they’re critical in executing a global customer experience program. Some thoughts for your consideration. Let me know what you think.
CCO Council
APRIL 16, 2014
'I''m putting the finishing touches on the CCO Council 2014 Tenure Study and am excited to share a sneak preview. For the last four years, I have examined the role of the Chief Customer Officer to understand the context within which CCOs are functioning and the future of the role, specifically as these relate to the development and execution of potential CCO career strategies.
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.
Amity
APRIL 23, 2014
In a customer-centric organization, every department has a responsibility to the customer. Whether you are developing a product, managing a project, adjusting the balance sheet or writing thought-leadership content, there are multiple activities and responsibilities that have a direct connection to your customers. However, individuals in departments that are not customer-facing are often caught up in their day-to-day deliverables to recognize that what they are working on is bigger than just a f
Win the Customer
APRIL 21, 2014
'We all have weaknesses we''re trying to fix. But is a slight improvement in an area of weakness making the greatest impact to your service experience?
Service Untitled
APRIL 15, 2014
'Centralized call centers receive and transmit an enormous volume of telephone requests daily, with the purpose of collecting and handling information, ranging from product inquiries, questions about transactions, and customer service. Although emails and social media networks provide more outlets for complaints regarding a particular organization or service, statistics show calling is still the most popular method of communication when a customer or client has a problem.
PeopleMetrics
APRIL 23, 2014
'Customer trust is a topic that we are seeing in more and more of our clients’ customer feedback data. We have learned that customers define trust in two ways: The firm conviction in the reliability of an organization’s services and. The belief that they have your best interests in mind. If we get trust right there are great benefits to be realized including undying loyalty to the brand and positive word-of-mouth.
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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?
InMoment XI
APRIL 24, 2014
We’re continuing our series on what it takes to design and execute a global Customer Experience Program. We’re fortunate at Maritz since we run the only two global CE programs in the automotive industry – Ford and Volvo. Obviously we can’t tell you the specifics but I hope you find some of these general. View Article.
CCO Council
APRIL 29, 2014
'Google and Microsoft took what initially appeared to be an innovative path to decrease residential energy consumption. Believing that customer''s decisions to conserve electricity were impeded solely by the lack of easily-understood, real-time consumption information unobtainable via paper utility bills, both created web-based analytics platforms, displaying consumption costs in real-time to help make conservation decisions.
Amity
APRIL 10, 2014
Amity is an innovative company. As an innovative company we need to use the latest and greatest tools to allow us to deliver as much value as we can as quickly as possible. This is why Amity uses AngularJS for our front end code. For those unfamiliar, AngularJS is an open-source software development framework for the JavaScript programming language.
Win the Customer
APRIL 14, 2014
'Bad service happens because there’s an inherent disconnect between the expectations of the customer and the demands of the call center.
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.
Service Untitled
APRIL 28, 2014
'Tax season is finally over, and those economic gray hairs have been remanded back to the colorists at our hair salons, but budget cuts continue to show a significant decline in the Internal Revenue Service to the American public. When Ben Franklin said, “The only certain things in life are death and taxes,” perhaps we are all entitled to a better level of public service; at least while we’re alive.
Doug Leather
APRIL 30, 2014
'Yeah right! I had a really interesting discussion with a prospective client recently. He is the MD of a multi franchise vehicle business. Successful? – no doubt. Customer-Centric? – I don’t think so. Yet he was adamant he had ‘customer-centricity’ under control. They were busy hiring someone who was going to drive this initiative. This is a classic example of a refusal to admit to the current reality.
InMoment XI
APRIL 24, 2014
We’re continuing our series on what it takes to design and execute a global Customer Experience Program. We’re fortunate at Maritz since we run the only two global CE programs in the automotive industry – Ford and Volvo. Obviously we can’t tell you the specifics but I hope you find some of these general.
ForeSee
APRIL 2, 2014
'When I joined the mobile team at ForeSee, I was surprised at how many clients used ForeSee to measure and improve the web customer experience on desktop but were not. The post Three Reasons Why You Need to Measure the Mobile Experience Right Now appeared first on ForeSee.
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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.
Amity
APRIL 8, 2014
As Customer Success continues to be a hot topic within many organizations, it is becoming more apparent that defining the role of Customer Success within the product development process is very critical. Over the years there have been traditional and non-traditional methods of understanding what should go into new product and/or feature design. I think we can all agree evaluating this process involves several decision points including the impact of a new product or feature to both new and exist
Win the Customer
APRIL 10, 2014
'Focus on working smarter, not harder. Three tips can help you streamline your business and work cost effectively without cutting corners that impact your customers.
MyCustomer
APRIL 30, 2014
Loyalty Is it better to win customer hearts or minds?
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