InMoment XI
OCTOBER 26, 2010
Most companies are good at collecting data from customers. In fact, it’s common practice to have a customer feedback program in place. However, for some companies, dealing with the results is when things begin to get fuzzy. What are our customers trying to tell us? And how do we take that information and use it to effectively improve the customer experience?
Customers Rock!
OCTOBER 26, 2010
Once again this year, I am pleased to be participating in the Bathroom Blogfest. This is the 5th year of the Blogfest (4th year participating for me – now with 34 other bloggers in 2010), and we use this opportunity to focus on the customer experience in one of the “forgotten&# spaces, bathrooms! This year’s theme is inspired by Mad Men, and we will look to see whether some of these areas area still “stuck in the 60s&#.
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GetFeedback
OCTOBER 9, 2010
Prove the ROI of customer experience with our step-by-step process.
Service Untitled
OCTOBER 11, 2010
Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Book Review: Four Seasons – The Story of a Business Philosophy Cheryl October 11, 2010 Behind the Scenes , Book Reviews , Culture , Little Things, Big Differences , Specific Companies No Comments I just read Four Seasons The Story of a Business Philosophy by Isadore Sharp, founder, chairman, and CEO of the Four Seasons Hotels and
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Very Best Service
OCTOBER 26, 2010
'Cut the waste : The Department for Environment, Food and Rural Affairs has published amazing statistics about the amount of food and drinks wasted every year in the UK. The total avoidable waste represents £12 bn a year according to the Waste and Resources Action Programme. In your business, can you quantify the waste directly attributable to poor customer service ?
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
OCTOBER 26, 2010
Most companies are good at collecting data from customers. In fact, it’s common practice to have a customer feedback program in place. However, for some companies, dealing with the results is when things begin to get fuzzy. What are our customers trying to tell us? And how do we take that information and use it to effectively improve the customer experience?
Customers Rock!
OCTOBER 4, 2010
There has been a lot going on lately here at Customers Rock! October is going to be a busy month. BlogWorld. I will be moderating a panel again this year at BlogWorld & New Media Expo in Las Vegas, October 14-16. My session this year is a special one. It looks back at the first panel I was ever involved in at BlogWorld 2 years ago , with some very special people.
InMoment XI
OCTOBER 26, 2010
Most companies are good at collecting data from customers. In fact, it’s common practice to have a customer feedback program in place. However, for some companies, dealing with the results is when things begin to get fuzzy. What are our customers trying to tell us? And how do we take that information and use it to effectively improve the customer experience?
InMoment XI
OCTOBER 18, 2010
The brand promise is the expectation that you set about your brand with your customers. Each of your touchpoints reinforces and fulfills the brand’s promise. Creating a customer interaction map forces you to think about the customer lifecycle and to consider or visualize the experience at each touchpoint – and ultimately, it identifies where the brand promise is broken.
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InMoment XI
OCTOBER 18, 2010
The brand promise is the expectation that you set about your brand with your customers. Each of your touchpoints reinforces and fulfills the brand’s promise. Creating a customer interaction map forces you to think about the customer lifecycle and to consider or visualize the experience at each touchpoint – and ultimately, it identifies where the brand promise is broken.
InMoment XI
OCTOBER 18, 2010
The brand promise is the expectation that you set about your brand with your customers. Each of your touchpoints reinforces and fulfills the brand’s promise. Creating a customer interaction map forces you to think about the customer lifecycle and to consider or visualize the experience at each touchpoint – and ultimately, it identifies where the brand promise is broken.
InMoment XI
OCTOBER 5, 2010
Here at Allegiance, we continue to see more companies choosing to rescue customers in real time rather than wait months for the results of a large customer satisfaction survey. These businesses are embracing a new approach to traditional customer research that gives companies the ability to collect feedback from social media, engage customers in real time and use advanced analytics to understand what makes customer tick and predict what they’ll want.
InMoment XI
OCTOBER 5, 2010
Here at Allegiance, we continue to see more companies choosing to rescue customers in real time rather than wait months for the results of a large customer satisfaction survey. These businesses are embracing a new approach to traditional customer research that gives companies the ability to collect feedback from social media, engage customers in real time and use advanced analytics to understand what makes customer tick and predict what they’ll want.
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.
InMoment XI
OCTOBER 5, 2010
Here at Allegiance, we continue to see more companies choosing to rescue customers in real time rather than wait months for the results of a large customer satisfaction survey. These businesses are embracing a new approach to traditional customer research that gives companies the ability to collect feedback from social media, engage customers in real time and use advanced analytics to understand what makes customer tick and predict what they’ll want.
Service Untitled
OCTOBER 25, 2010
Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Use social CRM to improve communications Cheryl October 25, 2010 Behind the Scenes , Customer Satisfaction 1 Comment The original buzz word phrase of Customer Relationship Management began as a process to help companies manage their customers and potential customers by using a database full of information about that person’s buying
Service Untitled
OCTOBER 7, 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 4 of 4 Douglas October 07, 2010 Angry Customers , Culture , Customer Service Experience , Interviews , Little Things, Big Differences , Specific Companies No Comments This is the fourth and final part of my interview with Doria Camaraza, the Senior Vice President and General Mana
Service Untitled
OCTOBER 15, 2010
Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Mixing rewards and incentives eat away at brand loyalty Cheryl October 15, 2010 Customer Satisfaction , Customer Service Experience 1 Comment This morning I walked into my usual pharmacy to refill an allergy prescription, and there was a sign inviting new customers who transfer their prescriptions over to this store the offer of half-pri
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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?
Service Untitled
OCTOBER 1, 2010
Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Customer Service Week celebrates the best of the best Cheryl October 01, 2010 Customer Service , Little Things, Big Differences , Service Untitled No Comments Customer Service Week is celebrated from October 4 to October 8, recognizing the importance of customer service and honoring the people who provide the best examples of great servi
Service Untitled
OCTOBER 26, 2010
Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Create a vision for excellent customer service Cheryl October 26, 2010 Customer Satisfaction , Customer Service , Employees , Little Things, Big Differences 2 Comments Every call, email, chat, or visit to a company’s website is a unique experience for an organization to differentiate itself from their competition.
Service Untitled
OCTOBER 22, 2010
Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives How to overcome negative brand perception Cheryl October 22, 2010 Customer Satisfaction , Customer Service Experience , Specific Companies 1 Comment It’s the elephant in the room when consumers become disenchanted with a company’s brand.
Service Untitled
OCTOBER 6, 2010
Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Attitude makes the difference in customer service Cheryl October 06, 2010 Culture , Customer Service , Customer Service Experience No Comments Let’s assume that customer service agents interacting with consumers know to act promptly and politely.
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
OCTOBER 29, 2010
Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Look after your staff and they will look after your customers Cheryl October 29, 2010 Customer Service , Employees , Specific Companies No Comments Fortune magazine rates the top ten best companies to work for every year and interviews someone from each organization.
Service Untitled
OCTOBER 13, 2010
Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Good service valued over good food? Cheryl October 13, 2010 Customer Service , Customer Service Experience , Surveys No Comments Empathica, a customer service management firm, surveyed 3,000 U.S. and Canadian consumers about the value of good service over the quality of food they are given at restaurants.
Service Untitled
OCTOBER 28, 2010
Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Customer feedback gets personal Cheryl October 28, 2010 Customer Satisfaction , Surveys No Comments There aren’t too many receipts we get from retailers nowadays that don’t offer us some kind of reward to log on to a short customer service survey about our customer experience.
Service Untitled
OCTOBER 21, 2010
Great customer experiences are not accidental; they are strategically designed to appeal to everything that touches a consumer, client, or customer. Extraordinary customer experiences extend to all points of the connection that will affect the reason a customer returns. It extends beyond customer service; it is the total experience, and what makes a customer happier with your company than the competition each and every time.
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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.
Service Untitled
OCTOBER 12, 2010
Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives The value of roleplaying in customer service training Cheryl October 12, 2010 Employees , Hiring & Training No Comments The typical customer training course teaches agents what a customer wants or doesn’t want and highlights the common mistakes committed by new and experienced agents.
Service Untitled
OCTOBER 20, 2010
Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Customer satisfaction survey reflective of weak economy Cheryl October 20, 2010 Customer Satisfaction No Comments Would you ever think there would be a customer satisfaction survey about soda preferences?
Service Untitled
OCTOBER 8, 2010
Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Customer loyalty needed to maintain competitive advantage Cheryl October 08, 2010 Culture , Proactive , Specific Companies No Comments In a recent article Ford Motor Company commented on figuring out how it can improve customer loyalty and have a longer relationship than they do at the present.
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