InMoment XI
FEBRUARY 23, 2010
I was recently interviewed by Tom Hoffman of the 1to1 Blog about the growing use of smartphones and how it is affecting the collection of customer feedback. In the interview, I mentioned that it is important to first realize that today’s customers are in charge of the conversation. They want to speak to the company.
Customers Rock!
FEBRUARY 4, 2010
I have been reading quite a few blogs and comments lately about how social media and customer service need to come together. There has also been a lot of talk about the Social Customer and its importance. I wholeheartedly agree, and as you might imagine, I have a few quick thoughts on the subject which I will share below (inspired by some comments on left on Esteban Kolsky ’s post at the blog TheSocialCustomer ).
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CX Advantage Walker
FEBRUARY 9, 2010
Have you heard that Comcast is changing its name? Starting Friday, they will be known as Xfinity. Most customers will learn about the change through an advertising campaign set to air during the Winter Olympics. Comcast is hoping the name change will emphasize their focus on innovation and new products, as well as better suit them to. Continue reading.
Service Untitled
FEBRUARY 12, 2010
Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Use concierge mindset for customer service Cheryl February 12, 2010 Customer Satisfaction , Customer Service , Customer Service Experience , Employees , Little Things, Big Differences No Comments The best concierge takes pride in orchestrating memorable experiences for their guests, so why shouldn’t every employee have a concierge
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Very Best Service
FEBRUARY 28, 2010
'Whilst the focus is very often to reduce costs and offer the minimum service to customers, there is a great source of productivity which is often ignored. Employees who are given the means to offer a good service such as replacement products or ability to alter existing arrangements will not have to deal to the same extent with the wrath of customers and therefore will be much happier and much more committed to their jobs and their employers.
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
FEBRUARY 23, 2010
I was recently interviewed by Tom Hoffman of the 1to1 Blog about the growing use of smartphones and how it is affecting the collection of customer feedback. In the interview, I mentioned that it is important to first realize that today’s customers are in charge of the conversation. They want to speak to the company.
InMoment XI
FEBRUARY 15, 2010
The best source of information about the quality of your products, service delivery, and processes is, of course, your customers. So you create a voice of the customer program to ensure you get that valuable insight. Sometimes, however, what customers tell you isn’t always easy to hear. Pardon the cliché, but that negative feedback is.
InMoment XI
FEBRUARY 15, 2010
The best source of information about the quality of your products, service delivery, and processes is, of course, your customers. So you create a voice of the customer program to ensure you get that valuable insight. Sometimes, however, what customers tell you isn’t always easy to hear. Pardon the cliché, but that negative feedback is.
InMoment XI
FEBRUARY 15, 2010
The best source of information about the quality of your products, service delivery, and processes is, of course, your customers. So you create a voice of the customer program to ensure you get that valuable insight. Sometimes, however, what customers tell you isn’t always easy to hear. Pardon the cliché, but that negative feedback is.
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InMoment XI
FEBRUARY 8, 2010
While doing my Christmas shopping this past season, it seemed most every store had a survey they wanted me to take. Their clerks dutifully circled the survey website with their pen and told me about a juicy incentive to get me to fill it out. Since I’m in the business I decided to take all.
InMoment XI
FEBRUARY 8, 2010
While doing my Christmas shopping this past season, it seemed most every store had a survey they wanted me to take. Their clerks dutifully circled the survey website with their pen and told me about a juicy incentive to get me to fill it out. Since I’m in the business I decided to take all.
InMoment XI
FEBRUARY 8, 2010
While doing my Christmas shopping this past season, it seemed most every store had a survey they wanted me to take. Their clerks dutifully circled the survey website with their pen and told me about a juicy incentive to get me to fill it out. Since I’m in the business I decided to take all.
InMoment XI
FEBRUARY 5, 2010
Capitalizing on customer feedback requires more than the occasional sending of surveys in response to ad hoc business needs. It requires a strategic and ongoing dedication to hearing, listening, understanding and acting upon the VOC through a formal program built upon actively listening to customers and regularly taking a pulse of their level of engagement.
Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali
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InMoment XI
FEBRUARY 5, 2010
Capitalizing on customer feedback requires more than the occasional sending of surveys in response to ad hoc business needs. It requires a strategic and ongoing dedication to hearing, listening, understanding and acting upon the VOC through a formal program built upon actively listening to customers and regularly taking a pulse of their level of engagement.
InMoment XI
FEBRUARY 5, 2010
Capitalizing on customer feedback requires more than the occasional sending of surveys in response to ad hoc business needs. It requires a strategic and ongoing dedication to hearing, listening, understanding and acting upon the VOC through a formal program built upon actively listening to customers and regularly taking a pulse of their level of engagement.
Customers Rock!
FEBRUARY 11, 2010
Today I am pleased to feature another guest post by Chip Bell. If you have seen the movie Ramen Girl (and even if you haven’t!), you will relate to this post. The parallels he draws between passionate cooking and customer service will be something you will noodle on for awhile. Chip is the author, with John R. Patterson, of the book Take Their Breath Away: How Imaginative Service Creates Devoted Customers.
Service Untitled
FEBRUARY 19, 2010
Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Perception is key to customer service excellence Cheryl February 19, 2010 Customer Satisfaction , Customer Service , Customer Service Experience , Employees , Little Things, Big Differences 2 Comments It’s easy to fool our senses and perceptions.
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Service Untitled
FEBRUARY 26, 2010
Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Panera Bread 2010 “25 Customer Service Champs&# Cheryl February 26, 2010 Customer Service , Customer Service Experience , Employees , Little Things, Big Differences , Rapid Growth , Specific Companies No Comments Panera Bread is a casual restaurant that owns and franchises 1380 bakery-cafes.
Service Untitled
FEBRUARY 19, 2010
Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Publix on top of American Customer Satisfaction Index Cheryl February 19, 2010 Culture , Customer Satisfaction , Customer Service , Specific Companies No Comments In the lead since 1994, Publix scores the highest marks for customer satisfaction with products and services.
Service Untitled
FEBRUARY 17, 2010
Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Are you meeting your customers’ service expectations? Guest Writer February 17, 2010 Customer Service , Guest Writers , Little Things, Big Differences 1 Comment One of the challenges that customer service professionals face on a daily basis is meeting customers’ service expectations.
Very Best Service
FEBRUARY 7, 2010
'With the incredibly rapid development of social media, customers believe that they can have their cake and eat it too. It is going to prove increasingly difficult for companies to manage customers'' expectations. Consumers are now looking for a fuller set of quality attributes when selecting where to shop and how to obtain customer service. New social media channels are being opened everyday.
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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