InMoment XI

AUGUST 31, 2010

Too many businesses focus solely on the minds of customers and forget the importance of connecting emotionally – to customers’ hearts. What drives their passion, loyalty and engagement? Customers make decisions about staying or leaving a business relationship based upon a multitude of factors – and attitude and emotion play major roles. By collecting feedback in real time, and at all possible customer interaction points, a company can learn firsthand what customers think when interactions happen

Loyalty 200

Loyalty Interaction Feedback Connections 200

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

Service Untitled

AUGUST 24, 2010

Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Customer perks for poor customer service Cheryl August 24, 2010 Customer Satisfaction , Customer Service , Little Things, Big Differences 1 Comment There are a lot of factors that get rolled into one final exclamation of really poor customer service, and haven’t we all felt at one time or another the ardent desire to just scream in

Poor Customer Service 45

Poor Customer Service Hotels Travel Course 45

Very Best Service

AUGUST 6, 2010

'The client will drive the score in customer satisfaction survey and he/she will decide whether to remain loyal and recommend the company. From the company point of view the same metrics will be used to measure customer service performance: whichever way you look at it, the winner should be the same. Do not hesitate to visit our website for good customer service examples by award-winning companies.

Customer Service 40

Customer Service Customer Satisfaction Survey Metrics 40

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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.

Customers

Customer Interactions

AUGUST 19, 2010

'Michael Rosen, Product Marketing Manager for PlantCML (an EADS North America Company), was one of several NG9-1-1 experts to join our NG 9-1-1 Panel Discussion at APCO recently.* In this Q&A interview, Michael touches on the impact of NG9-1-1 on operations and service levels, and shares some pointers on how you can ensure compatibility with legacy systems and processes, once you make the transition to NG9-1-1.

Marketing 28

Marketing Management Contact Center Telecommunications 28

InMoment XI

AUGUST 31, 2010

Too many businesses focus solely on the minds of customers and forget the importance of connecting emotionally – to customers’ hearts. What drives their passion, loyalty and engagement? Customers make decisions about staying or leaving a business relationship based upon a multitude of factors – and attitude and emotion play major roles. By collecting feedback in real time, and at all possible customer interaction points, a company can learn firsthand what customers think when interactions happen

Loyalty 200

Loyalty Interaction Feedback Connections 200

InMoment XI

AUGUST 24, 2010

It’s important to put all of VOC scores and feedback into the broader context – how well do you do stack up against your competitors? I’m talking about benchmarking, which means making comparisons to help you understand the perception of your business relative to the competition in the minds of your customers.

Comparison 200

Comparison Feedback Customers 200

InMoment XI

AUGUST 24, 2010

It’s important to put all of VOC scores and feedback into the broader context – how well do you do stack up against your competitors? I’m talking about benchmarking, which means making comparisons to help you understand the perception of your business relative to the competition in the minds of your customers.

Comparison 200

Comparison Feedback Customers 200

InMoment XI

AUGUST 24, 2010

It’s important to put all of VOC scores and feedback into the broader context – how well do you do stack up against your competitors? I’m talking about benchmarking, which means making comparisons to help you understand the perception of your business relative to the competition in the minds of your customers.

Comparison 200

Comparison Feedback Customers 200

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.

Retail

InMoment XI

AUGUST 21, 2010

Demanding workloads press in on our workweek. VOC data challenges long-cherished assumptions held by senior leadership about what makes customers tick. We have put so much time and effort into gathering and analyzing the customer voice that we have nothing left to give to action, right? Wrong. Driving change in response to VOC initiatives is what makes a VOC practitioner into an effective customer advocate who drives bottom-line corporate health.

Data 200

Data Customer Voice Leadership Customers 200

InMoment XI

AUGUST 21, 2010

Demanding workloads press in on our workweek. VOC data challenges long-cherished assumptions held by senior leadership about what makes customers tick. We have put so much time and effort into gathering and analyzing the customer voice that we have nothing left to give to action, right? Wrong. Driving change in response to VOC initiatives is what makes a VOC practitioner into an effective customer advocate who drives bottom-line corporate health.

Data 200

Data Leadership Customer Voice Customers 200

InMoment XI

AUGUST 21, 2010

Demanding workloads press in on our workweek. VOC data challenges long-cherished assumptions held by senior leadership about what makes customers tick. We have put so much time and effort into gathering and analyzing the customer voice that we have nothing left to give to action, right? Wrong. Driving change in response to VOC initiatives is what makes a VOC practitioner into an effective customer advocate who drives bottom-line corporate health.

Data 200

Data Customer Voice Leadership Customers 200

InMoment XI

AUGUST 16, 2010

Engaged employees contribute to the bottom line. As their engagement is reflected in their service to customers, they are helping to create more loyal customers. Highly engaged customers buy more products, refer potential customers to a company, stay longer and give more feedback, which, in turn, gives companies the opportunity to address issues and concerns and preserve potentially lost revenue.

Employee Engagement 200

Employee Engagement Engagement Feedback Company 200

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Customer Experience

InMoment XI

AUGUST 16, 2010

Engaged employees contribute to the bottom line. As their engagement is reflected in their service to customers, they are helping to create more loyal customers. Highly engaged customers buy more products, refer potential customers to a company, stay longer and give more feedback, which, in turn, gives companies the opportunity to address issues and concerns and preserve potentially lost revenue.

Employee Engagement 200

Employee Engagement Engagement Feedback Company 200

InMoment XI

AUGUST 16, 2010

Engaged employees contribute to the bottom line. As their engagement is reflected in their service to customers, they are helping to create more loyal customers. Highly engaged customers buy more products, refer potential customers to a company, stay longer and give more feedback, which, in turn, gives companies the opportunity to address issues and concerns and preserve potentially lost revenue.

Employee Engagement 200

Employee Engagement Engagement Feedback Company 200

InMoment XI

AUGUST 9, 2010

A brand promise is the expectations you set with your customers. It’s a combination of the brand purpose and the reality of what the brand can deliver. It defines the benefits a customer can expect to receive when experiencing your brand – at every touchpoint. Customers will select your brand because they know that, every time they choose your brand, they will have the same experience.

Brands 200

Brands Touchpoint Customer Experience Customers 200

InMoment XI

AUGUST 9, 2010

A brand promise is the expectations you set with your customers. It’s a combination of the brand purpose and the reality of what the brand can deliver. It defines the benefits a customer can expect to receive when experiencing your brand – at every touchpoint. Customers will select your brand because they know that, every time they choose your brand, they will have the same experience.

Brands 200

Brands Touchpoint Customer Experience 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

AUGUST 9, 2010

A brand promise is the expectations you set with your customers. It’s a combination of the brand purpose and the reality of what the brand can deliver. It defines the benefits a customer can expect to receive when experiencing your brand – at every touchpoint. Customers will select your brand because they know that, every time they choose your brand, they will have the same experience.

Brands 200

Brands Touchpoint Customer Experience Customers 200

InMoment XI

AUGUST 2, 2010

Getting executive buy-in is crucial to any successful VOC program. Here are three main points to keep in mind when working with your executive team.

How To 200

How To 200

InMoment XI

AUGUST 2, 2010

Getting executive buy-in is crucial to any successful VOC program. Here are three main points to keep in mind when working with your executive team.

How To 200

How To 200

InMoment XI

AUGUST 2, 2010

Getting executive buy-in is crucial to any successful VOC program. Here are three main points to keep in mind when working with your executive team.

How To 200

How To 200

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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.

Self Service

Service Untitled

AUGUST 12, 2010

Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Customer retention strategies to boost your business Cheryl August 12, 2010 Customer Satisfaction , Customer Service Experience , Etiquette , Little Things, Big Differences 1 Comment Making that first impression in business with the appearance of your web site, the decor, the marketing, or just the friendliness of the first company repre

Customer Retention 45

Customer Retention Strategy Exercises Customer Satisfaction 45

Service Untitled

AUGUST 27, 2010

Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives The benefits of a process-focused organization Cheryl August 27, 2010 Behind the Scenes , Customer Service No Comments Business processes help companies to realize their own organizational objectives so that management can review and realign as the market changes, customer needs change, products change, and strategies change.

Customer Centricity 45

Customer Centricity Exercises Wait Times CRM 45

Service Untitled

AUGUST 26, 2010

Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Interview with Doria Camaraza from American Express – Part 1 of 4 Douglas August 26, 2010 Behind the Scenes , Customer Service Experience , Hiring & Training , Interviews , Specific Companies No Comments About two weeks ago, I interviewed Doria Camaraza, who is is the Senior Vice President and General Manager of Fort Lauderdal

Customer Care 42

Customer Care Call Center Customer Satisfaction Training 42

Service Untitled

AUGUST 30, 2010

Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Improve small business customer service with a personal touch Cheryl August 30, 2010 Customer Service , Little Things, Big Differences , Proactive , Service Untitled 4 Comments Elizabeth’s online business is selling merchandise on eBay.

Social Media 42

Social Media e-support Customer Satisfaction Exercises 42

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

Loyalty

Service Untitled

AUGUST 10, 2010

Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives A customer service lesson from a JetBlue flight attendant Cheryl August 10, 2010 Angry Customers , Customer Service Experience , Specific Companies No Comments A JetBlue flight attendant made all the headlines yesterday when he freaked out on a passenger.

Customer Service 41

Customer Service Airlines Exercises Training 41

Service Untitled

AUGUST 5, 2010

Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Working on customer service skills Cheryl August 05, 2010 Customer Service Experience , Hiring & Training , Little Things, Big Differences No Comments When a customer service representative delivers great customer service, there is less stress and less hassle.

Customer Service Representative 41

Customer Service Representative Customer Service Banking Exercises 41

Service Untitled

AUGUST 17, 2010

Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Ranking customer service for airlines Cheryl August 17, 2010 Customer Service , Little Things, Big Differences , Specific Companies , Surveys 2 Comments US Airways ranked first on reliability after three consecutive months during April, May, and June; showing statistics of 83 percent of flights arriving within 14 minutes of their schedul

Airlines 40

Airlines Customer Service Travel Transportation 40