InMoment XI

NOVEMBER 16, 2010

In Tamilnadu, South India, the chef is complimented following a well-cooked meal with the phrase “Kai Manam,” meaning the knowledge, care and soul the cook’s hands imparted to the meal. This is also true for Voice of the Customer champions who try to convey a similar sense to their customers through surveys, analysis and the action thereafter. By acquiring knowledge to understand the needs of the customer and communicating care, VOC experts strive to deliver improved products and services and cr

Survey 435

Survey Analysis Communication Customers 435

QuestionPro Audience

NOVEMBER 3, 2010

It appears that Survey Analytics is listening intently to its customers and with good reasons. The software firm, which currently offers an array of research tools for conducting market research, including survey design and hosting, reporting, advance analytics and panel management, recently announced the launch of its latest product – MicroPanel. MicroPanel is designed to facilitate both QuestionPro and Survey Analytics customers access to online respondents for survey participation, using one

Analytics 150

Analytics Survey Social Media Financial 150

Service Untitled

NOVEMBER 5, 2010

There are two main reasons an organization is likely to lose customers; the competition has a better offer or the customer is unhappy. Even the smallest interruption on a day a customer is stressed, in a bad mood, or just in a hurry could mean the difference whether he returns as a client at a later time. Today’s economy and sharp competition therefore demands excellence and consistency.

Customer Retention 53

Customer Retention Social Media Customer Confidence Training 53

Very Best Service

NOVEMBER 23, 2010

'Social media, and Twitter in particular, is being used more and more as a customer service channel. It is attractive for customers as it brings immediacy of contact and from the companies'' perspective, if handled carefully, it is a fantastic marketing opportunity: the social networks can provide spectacular word of mouth responses, help considerably with brand awareness and can be a very strong source of recommendations.

Social Media 40

Social Media Customer Service Customers Interaction 40

Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

Data

Customer Interactions

NOVEMBER 28, 2010

'Articulating the Value of Security.It’s an uphill battle to convince the decision-makers in any business that they need to invest in security. Why? Because deep down, all professional business people think security is an annoying layer of cost and inconvenience. If you walk in and tell them, “We need more security,” they hear, “We need a more annoying layer of cost and inconvenience.

Banking 29

Banking Financial Ecommerce System 29

InMoment XI

NOVEMBER 29, 2010

Email has become the major method for delivering survey invitations. With so many types of legitimate and junk email hitting inboxes every day, people have become more selective in opening and responding to email invitations. However, there are a few actions you can take as you create your survey invitations that will help you increase your response rates, legitimize your survey and ensure that you are CAN-SPAM compliant.

Survey 200

Survey 200

InMoment XI

NOVEMBER 29, 2010

Email has become the major method for delivering survey invitations. With so many types of legitimate and junk email hitting inboxes every day, people have become more selective in opening and responding to email invitations. However, there are a few actions you can take as you create your survey invitations that will help you increase your response rates, legitimize your survey and ensure that you are CAN-SPAM compliant.

Survey 200

Survey 200

InMoment XI

NOVEMBER 15, 2010

You spoke. We listened. Thanks for your input—now here is what we have done to improve your experience based on your input. This presents your golden opportunity to prove to the customer that you take the voice of the customer seriously and make lasting change as a result of customer input. Here you can reinforce the impact that the client can have by providing ad-hoc feedback and responding to your surveys.

Survey 200

Survey Feedback Communication Marketing 200

InMoment XI

NOVEMBER 16, 2010

In Tamilnadu, South India, the chef is complimented following a well-cooked meal with the phrase “Kai Manam,” meaning the knowledge, care and soul the cook’s hands imparted to the meal. This is also true for Voice of the Customer champions who try to convey a similar sense to their customers through surveys, analysis and the action thereafter. By acquiring knowledge to understand the needs of the customer and communicating care, VOC experts strive to deliver improved products and services and cr

Survey 200

Survey Analysis Communication Customers 200

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Customers

InMoment XI

NOVEMBER 15, 2010

You spoke. We listened. Thanks for your input—now here is what we have done to improve your experience based on your input. This presents your golden opportunity to prove to the customer that you take the voice of the customer seriously and make lasting change as a result of customer input. Here you can reinforce the impact that the client can have by providing ad-hoc feedback and responding to your surveys.

Survey 200

Survey Feedback Communication Marketing 200

InMoment XI

NOVEMBER 16, 2010

In Tamilnadu, South India, the chef is complimented following a well-cooked meal with the phrase “Kai Manam,” meaning the knowledge, care and soul the cook’s hands imparted to the meal. This is also true for Voice of the Customer champions who try to convey a similar sense to their customers through surveys, analysis and the action thereafter. By acquiring knowledge to understand the needs of the customer and communicating care, VOC experts strive to deliver improved products and services and cr

Survey 200

Survey Analysis Communication Customers 200

InMoment XI

NOVEMBER 15, 2010

You spoke. We listened. Thanks for your input—now here is what we have done to improve your experience based on your input. This presents your golden opportunity to prove to the customer that you take the voice of the customer seriously and make lasting change as a result of customer input. Here you can reinforce the impact that the client can have by providing ad-hoc feedback and responding to your surveys.

Survey 200

Survey Feedback Communication Marketing 200

InMoment XI

NOVEMBER 8, 2010

Think about the many customer touchpoints of your organization, and then think about the various departments in your organization that might be asking customers for feedback at each of those touchpoints. It can be quite overwhelming -- for you and for your customers! To make sense of it all, you should compile a Customer Feedback Map to accompany your Customer Touchpoint Map.

Feedback 200

Feedback Touchpoint Data Customers 200

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Communication

InMoment XI

NOVEMBER 8, 2010

Think about the many customer touchpoints of your organization, and then think about the various departments in your organization that might be asking customers for feedback at each of those touchpoints. It can be quite overwhelming -- for you and for your customers! To make sense of it all, you should compile a Customer Feedback Map to accompany your Customer Touchpoint Map.

Feedback 200

Feedback Touchpoint Data Customers 200

InMoment XI

NOVEMBER 8, 2010

Think about the many customer touchpoints of your organization, and then think about the various departments in your organization that might be asking customers for feedback at each of those touchpoints. It can be quite overwhelming -- for you and for your customers! To make sense of it all, you should compile a Customer Feedback Map to accompany your Customer Touchpoint Map.

Feedback 200

Feedback Touchpoint Data Customers 200

InMoment XI

NOVEMBER 1, 2010

The core objective of your feedback program is not to drive improved survey metrics. The ultimate objective is increased business performance and improved results. Dutifully reporting to a senior executive or business unit owner that “customer engagement scores have increased for the past eight quarters” is nice. Telling that same audience that “in this same time period, quarterly sales increases of 8%, on average, and a steady decline in customer attrition of 24% have been associated with incre

Metrics 200

Metrics Survey Data Customer Engagement 200

InMoment XI

NOVEMBER 1, 2010

The core objective of your feedback program is not to drive improved survey metrics. The ultimate objective is increased business performance and improved results. Dutifully reporting to a senior executive or business unit owner that “customer engagement scores have increased for the past eight quarters” is nice. Telling that same audience that “in this same time period, quarterly sales increases of 8%, on average, and a steady decline in customer attrition of 24% have been associated with incre

Metrics 200

Metrics Survey Data Customer Engagement 200

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Customer Experience

InMoment XI

NOVEMBER 1, 2010

The core objective of your feedback program is not to drive improved survey metrics. The ultimate objective is increased business performance and improved results. Dutifully reporting to a senior executive or business unit owner that “customer engagement scores have increased for the past eight quarters” is nice. Telling that same audience that “in this same time period, quarterly sales increases of 8%, on average, and a steady decline in customer attrition of 24% have been associated with incre

Metrics 200

Metrics Survey Data Customer Engagement 200

Service Untitled

NOVEMBER 4, 2010

Every day we see customer service in action. On most days, we just accept it for what it is worth, but on occasion it’s either exceptionally great or exceptionally poor. Those are the customer experiences we seem to remember the best. Some companies have consistently provided exemplary customer service, and obviously it’s hard to replicate because those experiences and attitudes are what makes these organizations stand out from the crowd.

Customer Service 51

Customer Service Customer Service Representative Customer Satisfaction Customers 51

Service Untitled

NOVEMBER 12, 2010

There’s nothing more stimulating to get me to pull out my credit card and make a purchase than a particular customer service person who just has that “WOW’ affect. It’s written about in customer service handbooks; we recognize organizations who deliver these types of experiences, and we list the essentials of a great customer service person.

Customer Service 49

Customer Service Handbook Course Customers 49

Service Untitled

NOVEMBER 17, 2010

Businesses work social media to help make them successful, but it is wise not to just rush in and set up Facebook and Twitter accounts without having a viable plan. While good reviews about a company’s product or services may build brand loyalty, a problem with a product or service can quickly escalate and get out of control. Social media is vulnerable to circumstances, content, and interpretation.

Social Media 48

Social Media Customer Service Strategy Customer Service Representative 48

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

Service Untitled

NOVEMBER 22, 2010

California PPOs received low ratings for various quality measures – especially customer service according to a new report released by the state’s Department of Insurance. The six largest PPOs who provide coverage for 2.2 million of California’s 2.6 million PPO members were rated on a four-star scale judging various measures. For customer service, all of the companies received a “1″ except for Aetna which received a “2.&# The other companies measured were Cigna

Insurance 46

Insurance Company Customer Service Hospitality 46

Service Untitled

NOVEMBER 3, 2010

According to Strativity Group Customer Experience Management, which provides customer experience services, a recent Sydney, Australia study found 48 percent of executives increasing their investments in customer experience over the past three years by at least ten percent. This acknowledges the benefits of building positive and meaningful experiences around the customer; in other words developing the customer-centric approach.

Customer Experience 44

Customer Experience Customer Satisfaction Analysis Customer Relationship Management 44

Service Untitled

NOVEMBER 19, 2010

It used to be my father and brothers enjoyed Thanksgiving Day for the good food and football, while my mother and I cleaned up and prepared for the biggest shopping event of the year. We would get up at 5:00 AM, and we were ready to join in the wild bewilderment of Black Friday. Now that I’m all grown up and technology has enriched my life with e-commerce, not only do I get to sleep past 5:00 AM and not have to wake up the dog to take him for a walk, I just gather my shopping list and turn

Social Media 44

Social Media Policies Customer Satisfaction Customer Service 44

Service Untitled

NOVEMBER 18, 2010

How effective are product reviews? More than 80% of retailers according to Customer Product Reviews: The New Generation, prominently feature product reviews on e-Commerce or e-Business websites. The best reviews come from people who have similar interests and similar lifestyles; not necessarily just from family or friends. It aids in business performance, feedback, and customer loyalty.

Retail 44

Retail Customer Confidence Customer Satisfaction Loyalty 44

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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

NOVEMBER 23, 2010

The issues of full-body scans and increasingly more aggressive pat downs have created a social media blitz these last few days. Television news media reports that the majority of air travelers don’t object to the tighter security, but the Internet has opened up a Pandora’s Box, and it is highly unlikely the Transportation Security Administration is going to be able to stuff all the evils back until some real hope shows a policy change.

Customer Satisfaction 43

Customer Satisfaction Airlines Social Media Transportation 43

Service Untitled

NOVEMBER 16, 2010

In September, The New Yorker writer James Surowiecki posted “Are You Being Served?&# and brought up some interesting points about customer service and the lack thereof. He reiterated the Steven Slater 15 minutes of fame as the airline attendant slid away down the emergency chute after telling off a rude passenger. Slater became a sort of folk hero of customer service contempt by more than 200,000 people on his Facebook’s fan page.

Customer Service 43

Customer Service Self Service Poor Customer Service Airlines 43

Service Untitled

NOVEMBER 15, 2010

Rarely will our customers confide in us. Instead they just move on to our competition. Of course, that will never do, so periodically we need to assess ourselves, our service, our staff, and our product. So what’s the best way to find out how our customers really feel about us? Let’s start out by being specific and using a survey. We want to stay away from general questions.

Survey 43

Survey Customer Satisfaction Customer Confidence Customers 43