InMoment XI
DECEMBER 30, 2010
Join us for Allegiance Radio in 2011. Every week, Allegiance will announce the weekly topic and time along with the URL to connect to the live broadcasts. These will come as tweets on the Allegiance Twitter account or Allegiance on Facebook. You are invited to “call in” to chat live on the air, or you can listen after the airing of the broadcast via podcast on iTunes or any other audio playback device.
Customers Rock!
DECEMBER 6, 2010
Social media has brought the customer experience more in-focus than ever before, and this became very apparent during the start of the 2010 holiday shopping season on Black Friday and Cyber Monday. Consumers made their lists of who had the best deals, based on what they learned on Twitter and other sites. The brave ones, armed with their mobile phones, made the trek into the brick-and-mortar retail stores to fight the crowds for their coveted items.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Service Untitled
DECEMBER 20, 2010
Every business is bound to have unhappy customers; there’s always some variable that can go wrong despite all safeguards to make things perfect. Great customer service extends beyond answering the phone after two rings, beyond the twitter and Facebook entries, and even beyond the gentle ego stroking of an already angry customer. The Society for New Communications Research, which tracks the latest trends and best practices in communication and social media, states that 59 percent of consume
Annie Tsai
DECEMBER 27, 2010
The short answer is "Yes". The long answer is something like this: often yes, sometimes not because customers reaching out to you are often consumed with their task at hand, but usually yes because your tone or lack of spark can be a dead giveaway. The more relevant question is this: Does you feeling "bleh" […].
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.
Very Best Service
DECEMBER 20, 2010
'For better or for worse. Customer relationship management is all about working together, not imposing what suits one party or the other. Irrespective of the initial engagement, companies which can demonstrate flexibility, and wish for the relationship to succeed, will stimulate their customers to adopt the same behaviour. And, long after the wedding day all will live in harmony in the long term.
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
DECEMBER 30, 2010
Join us for Allegiance Radio in 2011. Every week, Allegiance will announce the weekly topic and time along with the URL to connect to the live broadcasts. These will come as tweets on the Allegiance Twitter account or Allegiance on Facebook. You are invited to “call in” to chat live on the air, or you can listen after the airing of the broadcast via podcast on iTunes or any other audio playback device.
InMoment XI
DECEMBER 30, 2010
Join us for Allegiance Radio in 2011. Every week, Allegiance will announce the weekly topic and time along with the URL to connect to the live broadcasts. These will come as tweets on the Allegiance Twitter account or Allegiance on Facebook. You are invited to “call in” to chat live on the air, or you can listen after the airing of the broadcast via podcast on iTunes or any other audio playback device.
InMoment XI
DECEMBER 20, 2010
The design of any world-class customer feedback program should include a closed loop process that makes the customers feel that they have been heard and promotes learning about what to do to improve the business in ways that drive customer satisfaction and loyalty.
InMoment XI
DECEMBER 20, 2010
The design of any world-class customer feedback program should include a closed loop process that makes the customers feel that they have been heard and promotes learning about what to do to improve the business in ways that drive customer satisfaction and loyalty.
Advertisement
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.
InMoment XI
DECEMBER 20, 2010
The design of any world-class customer feedback program should include a closed loop process that makes the customers feel that they have been heard and promotes learning about what to do to improve the business in ways that drive customer satisfaction and loyalty.
InMoment XI
DECEMBER 20, 2010
The design of any world-class customer feedback program should include a closed loop process that makes the customers feel that they have been heard and promotes learning about what to do to improve the business in ways that drive customer satisfaction and loyalty.
InMoment XI
DECEMBER 13, 2010
The focus of VOC is not to gather more surveys and data; it is to create actionable business intelligence that moves the needle. VOC practitioners are not great at this second part today, but getting better, and quickly. This is the reason VOC programs are gaining quick adoption now when they have stalled in the past. VOC best practices require a shift from data gathering, creating charts and reports, to providing prescriptive and predictive outcomes that support a business story.
InMoment XI
DECEMBER 13, 2010
The focus of VOC is not to gather more surveys and data; it is to create actionable business intelligence that moves the needle. VOC practitioners are not great at this second part today, but getting better, and quickly. This is the reason VOC programs are gaining quick adoption now when they have stalled in the past. VOC best practices require a shift from data gathering, creating charts and reports, to providing prescriptive and predictive outcomes that support a business story.
Advertisement
Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
InMoment XI
DECEMBER 13, 2010
The focus of VOC is not to gather more surveys and data; it is to create actionable business intelligence that moves the needle. VOC practitioners are not great at this second part today, but getting better, and quickly. This is the reason VOC programs are gaining quick adoption now when they have stalled in the past. VOC best practices require a shift from data gathering, creating charts and reports, to providing prescriptive and predictive outcomes that support a business story.
InMoment XI
DECEMBER 6, 2010
After months of client meetings, focus groups and quantitative studies, one thing stands out: data is everywhere, and VOC pros want help making decisions from their mountains of data. That’s why we are committed to accelerating the delivery of actionable business intelligence from VOC data. It’s not about gathering more survey data, it’s about the insights business leaders need to move the needle.
InMoment XI
DECEMBER 6, 2010
After months of client meetings, focus groups and quantitative studies, one thing stands out: data is everywhere, and VOC pros want help making decisions from their mountains of data. That’s why we are committed to accelerating the delivery of actionable business intelligence from VOC data. It’s not about gathering more survey data, it’s about the insights business leaders need to move the needle.
InMoment XI
DECEMBER 6, 2010
After months of client meetings, focus groups and quantitative studies, one thing stands out: data is everywhere, and VOC pros want help making decisions from their mountains of data. That’s why we are committed to accelerating the delivery of actionable business intelligence from VOC data. It’s not about gathering more survey data, it’s about the insights business leaders need to move the needle.
Advertisement
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
DECEMBER 21, 2010
As service professionals, we all understand the commitment and effort needed to acquire new and retain our existing customers. But what about the customer who has decided to leave? What do we typically do for them? In his book It’s Your Ship , Michael Abrashoff talked about how important it was to give a warm send off and thank you for Navy personnel who served under him but opted not to re-enlist.
Service Untitled
DECEMBER 2, 2010
The Business Impact of Customer Experience Report 2010 examines how customer experiences affect the overall success of businesses: - It affects a customer’s intent to purchase from a particular organization. - It affects the likelihood of a customer switching to a competitor. - It affects the likelihood of a customer to recommend the business or organization to a friend, coworker, or relative.
Service Untitled
DECEMBER 3, 2010
Since it’s getting cold in most of the United States, I thought I might end the week with a few words about the Key West Marriott Beachside Hotel which has just been awarded the Marriott’s Customer Excellence Award for demonstrating exemplary guest services. It is classified as a luxury AAA 4 Diamond hotel on seven and one-half acres of waterfront property.
Service Untitled
DECEMBER 29, 2010
This year may be fading away swiftly, but a better, new one is on the horizon. So what does that mean? Well, it means that we all make plans for a successful new adventure into a promising new time, however the basic ingredients of success haven’t changed nor does it change with the drop of a brightly lit ball in Times Square at the stroke of midnight.
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
DECEMBER 10, 2010
You’re most likely sending out emails, brochures, and promotions with greetings of the season, but what happens after the lights are removed and the tree is packed away? Are you still showing your customers that you appreciate their business all year round? You want to show sincere appreciation for customer patronage and want them to feel valued for making the choice of spending their hard-earned money at your organization.
Service Untitled
DECEMBER 30, 2010
Can you even imagine waiting all year for a great holiday weekend, and then getting stranded at an airport not just for hours, but two or three days? Travelers are blaming the airlines for not being prepared. The airlines have always used weather conditions as their fall back , but consumer advocates state that they should have been prepared. Thousands of stranded passengers couldn’t get through to reservation agents to rebook their flights.
Service Untitled
DECEMBER 24, 2010
A Christmas Customer Satisfaction Index survey showed Amazon as the top online retailer to best satisfy consumers during the busy holiday shopping season. The study, done by Fore See Results stated that Amazon offered the safest and best online opportunities, but also showed the lesser e-commerce sites slipping and failing to meet the improving standards of the larger companies.
Service Untitled
DECEMBER 7, 2010
We’re approaching home plate for the 2010 shopping season with the best opportunity to realize a profit after a challenging year of budget minded shoppers. Tis the season for shopping, that’s for sure, and chances are businesses will meet new shoppers they have never met before. Why not use the opportunity to attract new customers? A customer’s first impression is the most important part of the initial sales experience.
Advertisement
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
DECEMBER 13, 2010
In Flanders, New Jersey, George Filimonchuk planned his Black Friday shopping expedition at Walmart. He received a flyer two days earlier advertising Walmart’s sale of a 32″ Emerson LCD television for $198 which Filimonchuk had planned to present to his teenage daughter Alexis for Christmas. He made arrangements for Alexis to sleep over at one of her friend’s home so he could be sure the television would be a surprise.
Service Untitled
DECEMBER 6, 2010
It seems that bad customer service can benefit a business, and while companies scurry to hide their bad reviews and complaints from customers, others revel in the dishonesty. Let’s take the latest example of Decor My Eyes, an online glasses and eye wear shop owned by the unsavory character, Vitaly Borker. His mission statement echos, “if a customer costs him money, he tells them where to go.&#.
Service Untitled
DECEMBER 28, 2010
Christmas is the time for good will toward shoppers, and with that in mind, Target, Wal-Mart, and Best Buy have dropped their re-stocking fees to boost customer service. Ethan Jones, a customer service administrator for Best Buy assures customers that as long as everything is returned in the original box, all re-stocking fees will be waived. Other stores, in an effort to boost customer loyalty offer generous return policies.
Expert insights. Personalized for you.
200 
Let's personalize your content