InMoment XI
JANUARY 24, 2011
Customer relationships are dynamic, never static. Customers’ perceptions and beliefs are continuously evolving. Each customer interaction with your company (either direct or indirect) has the power to strengthen, weaken, or destroy customer relationships. Can you afford the risk of not capturing your customers’ voices on a regular and consistent basis?
Customers Rock!
JANUARY 17, 2011
How can companies get their customers more engaged and involved? Social media has been making it easier for user-generated content to appear as part of a brand’s marketing, usually with consumers. If a consumer is truly a loyal fan of that brand, they will be very excited to see their submission being used by their favorite company. There are many, many examples of companies using these tactics for marketing buzz and excitement as part of a social media campaign.
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Service Untitled
JANUARY 10, 2011
With the current economic condition, many organizations have been forced to cut costs and reduce staffing levels. These kinds of business decisions can affect the remaining employee’s ability to stay positive and not focus on the negative. Employees need to be actively engaged so they can add value to the organization. The customer experience can be significantly affected when employees are not engaged.
Very Best Service
JANUARY 27, 2011
'Customer service is entirely about meeting clients expectations and needs. Companies invest very significant amounts of money to finance the gathering of data based on questionnaires and purchasing habits. The most sophisticated are now moving to lifestyle analysis in order to develop more holistic offers. But what about the mood? A "know your client intimately" initiative should allow companies to find out what clients want now and adjust their services accordingly.
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Customer Interactions
JANUARY 10, 2011
'With all the excitement and buzz surrounding NG9-1-1, you might have missed one important question: "When Next Gen 9-1-1 comes to your 9-1-1 center, will your voice recording solution be ready?" Read this article in the December 2010 issue of APCO’s Public Safety Communication Magazine, written by NICE Systems’ John Rennie and Diamond Chaflawee, to find out.
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
JANUARY 24, 2011
Customer relationships are dynamic, never static. Customers’ perceptions and beliefs are continuously evolving. Each customer interaction with your company (either direct or indirect) has the power to strengthen, weaken, or destroy customer relationships. Can you afford the risk of not capturing your customers’ voices on a regular and consistent basis?
Customers Rock!
JANUARY 27, 2011
I was recently contacted by the team running the Net Promoter Conference in Miami Beach next week, February 3 and 4. If you are a customer experience or other customer-centric professional, this is one event you should consider attending. I was fortunate enough to be able to interview Richard Owen, CEO of Satmetrix (who I have interviewed previously on Customers Rock!
Service Untitled
JANUARY 28, 2011
Customer experiences ultimately make the difference between customers walking through the door of your business or that of your competition. It doesn’t happen by chance because all functions in an organization need to be aligned in order for the process to run perfectly. We want those customers to become fans; think Pittsburgh Steelers and Greenbay Packers Superbowl – the ultimate in “wow&# experience.
Very Best Service
JANUARY 20, 2011
'How to define customer service? Agreeing an universal customer service definition is not an easy task. Numerous procedures, books and manuals illustrate the excellent contributions made to come up with the best customer service definition. The formula is then applied to the business environment in an attempt to define a rigid framework for customer service.
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Customer Interactions
JANUARY 26, 2011
'So what exactly does IT have to do with Security? These days, more than you might think. NICE Systems’ Dr. Bob Banerjee weighs in on the topic in this article published in Security Magazine. (Note: you will need to register on Security Magazine’s website to access the article.).
Brad Cleveland Blog
JANUARY 11, 2011
A few month back, the Wall Street Journal ran a piece that concludes that “companies are trying harder to please customers amid the recession – and it appears to be working.
InMoment XI
JANUARY 24, 2011
Customer relationships are dynamic, never static. Customers’ perceptions and beliefs are continuously evolving. Each customer interaction with your company (either direct or indirect) has the power to strengthen, weaken, or destroy customer relationships. Can you afford the risk of not capturing your customers’ voices on a regular and consistent basis?
InMoment XI
JANUARY 17, 2011
Companies steeped in listening to their customers and employees too often dismiss extending the same opportunity to their partners and resellers as unnecessary, a luxury, or even a dangerous gesture that may send to partners the wrong message about the power distribution in the relationship. But partners have a unique perspective on your organization, seeing things not as a direct employee or a customer, but as a special third-party to your organization, aligned with your company, products and s
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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?
InMoment XI
JANUARY 17, 2011
Companies steeped in listening to their customers and employees too often dismiss extending the same opportunity to their partners and resellers as unnecessary, a luxury, or even a dangerous gesture that may send to partners the wrong message about the power distribution in the relationship. But partners have a unique perspective on your organization, seeing things not as a direct employee or a customer, but as a special third-party to your organization, aligned with your company, products and s
InMoment XI
JANUARY 17, 2011
Companies steeped in listening to their customers and employees too often dismiss extending the same opportunity to their partners and resellers as unnecessary, a luxury, or even a dangerous gesture that may send to partners the wrong message about the power distribution in the relationship. But partners have a unique perspective on your organization, seeing things not as a direct employee or a customer, but as a special third-party to your organization, aligned with your company, products and s
InMoment XI
JANUARY 10, 2011
Voice of the Customer (VOC) objectives are vital for any organization and provide roadmap to a successful VOC program. It's like going into a new city and trying to navigate without a map or GPS. Without having clear directions to the address, you can spend a lot of time, resources, and energy trying to get to your destination. The same applies to your VOC program objectives.
InMoment XI
JANUARY 11, 2011
Winston Churchill once said, “However beautiful the strategy, you should occasionally look at the results.” The feedback product of the future should give companies an easy way to “look” and extract value from customer and employee feedback. It should be designed and built around company staff roles and their typical tactical and strategic needs. What should be a feedback manager’s approach to social media?
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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.
InMoment XI
JANUARY 10, 2011
Voice of the Customer (VOC) objectives are vital for any organization and provide roadmap to a successful VOC program. It's like going into a new city and trying to navigate without a map or GPS. Without having clear directions to the address, you can spend a lot of time, resources, and energy trying to get to your destination. The same applies to your VOC program objectives.
InMoment XI
JANUARY 11, 2011
Winston Churchill once said, “However beautiful the strategy, you should occasionally look at the results.” The feedback product of the future should give companies an easy way to “look” and extract value from customer and employee feedback. It should be designed and built around company staff roles and their typical tactical and strategic needs. What should be a feedback manager’s approach to social media?
InMoment XI
JANUARY 10, 2011
Voice of the Customer (VOC) objectives are vital for any organization and provide roadmap to a successful VOC program. It's like going into a new city and trying to navigate without a map or GPS. Without having clear directions to the address, you can spend a lot of time, resources, and energy trying to get to your destination. The same applies to your VOC program objectives.
InMoment XI
JANUARY 11, 2011
Winston Churchill once said, “However beautiful the strategy, you should occasionally look at the results.” The feedback product of the future should give companies an easy way to “look” and extract value from customer and employee feedback. It should be designed and built around company staff roles and their typical tactical and strategic needs. What should be a feedback manager’s approach to social media?
Speaker: Shaunna Bruton - Associate Director of Product Strategy at Orium | Sam Panzer - Director of Industry Strategy at Talon.One | Frank Passantino - Director of Product Management at Bloomreach
More and more, customers are expecting a better personalized CX. But can retailers actually deliver? Data from McKinsey shows that companies that excel in personalization increase their revenue by 40%, but despite these numbers, retailers struggle to implement customer personalization strategies. So what are the potential solutions? Join us to gain a better understanding of the current retail landscape and learn what you can do to translate personalization strategies into practical implementatio
InMoment XI
JANUARY 4, 2011
Many VOC professionals have realized that in order to add value to the organization, they must spend less time telling a VOC story and more time telling a business story. Think of this new approach as a fundamental mental shift starting with the VOC leadership team. You must ensure that the data you collect is actionable and relevant to other business leaders in the organization.
InMoment XI
JANUARY 4, 2011
Many VOC professionals have realized that in order to add value to the organization, they must spend less time telling a VOC story and more time telling a business story. Think of this new approach as a fundamental mental shift starting with the VOC leadership team. You must ensure that the data you collect is actionable and relevant to other business leaders in the organization.
InMoment XI
JANUARY 4, 2011
Many VOC professionals have realized that in order to add value to the organization, they must spend less time telling a VOC story and more time telling a business story. Think of this new approach as a fundamental mental shift starting with the VOC leadership team. You must ensure that the data you collect is actionable and relevant to other business leaders in the organization.
Service Untitled
JANUARY 25, 2011
In Great Britain, Mary Portas used to help failing businesses get back on the right path, but now she has changed sides and stars in a customer service reality show. I admit I sometimes get hooked on reality shows; American Idol, New Jersey Housewives, and a few others, but now we make way for hidden cameras and mystery shoppers as the lack of customer service is exposed for all the world to see.
Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions
💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!
Service Untitled
JANUARY 4, 2011
The case of Systemgraph, a support company approved by Apple, and Greek physician Dimitris Papadimitriadis are becoming an Internet sensation, and it’s all about customer service or the lack thereof – depending which side you find defensible that is. Papadimitriadis had trouble with his iMac and took it to Systemgraph for repair. He did not purchase the computer from Systemgraph.
Service Untitled
JANUARY 20, 2011
Every business knows in order to keep customers, the organization needs to understand what is important. For instance, a company concentrates on core values including hiring, firing, promotions, slogans, and of course the products and services. In the normal realm of business, as we all look for the leading edge, it is most frequently price competition or offering more features at more attractive prices that bring us new customers and keep the old ones.
Service Untitled
JANUARY 27, 2011
The top companies never create doubt with their customers. They provide flawless service of the highest caliber thus creating high levels of customer trust. Not every company can operate as consistently as the Ritz Carlton or Zappos, but positive problem resolution can build customer engagement. Now the question is how can an organization that experiences a problem regain their professional composure and still maintain that ever sought after customer engagement?
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