InMoment XI
AUGUST 16, 2011
There is a lot of talk in the industry about making Voice of Customer data more actionable. But to achieve this, you must first understand the type of data that is uniquely available and actionable in a successful VOC program. VOC programs fail most often because they provide just scores, changes in scores, or data that is only part of the solution.
Customers Rock!
AUGUST 5, 2011
Today, I have a special guest blogger, Greg Meyer. Greg and I are kindred spirits when it comes to customer experience, and I asked him to share a recent car rental story and the lessons one can learn from it. Thanks, Greg. You rock! The Old College Try. “Do, or do not. There is no try&# - @yoda. “We try harder&# - @avis. It’s really challenging to “speak with one voice&# as a company, whether your company is small, large, or anywhere in between.
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Service Untitled
AUGUST 12, 2011
A recent survey conducted by American Express shows Americans demanding better customer service as compared to last year. Statistics showed 70 percent of consumers willing to spend 13 percent more for “WOW&# service as compared to 2010 when only 55 percent of consumers were only willing to spend 9 percent more. Jim Bush, executive vice-president for American Express World Service stated: “Getting service right is more than just a nice to do; it’s a must-do.
Very Best Service
AUGUST 5, 2011
'Customer service success should be celebrated. Why not send away your customer service team to one of the 5 star best hotel getaways so that they can celebrate their success in style, maybe with a bottle of Champagne? Customer service success only comes after a lot of innovation, passion and hard work. If your organisation is successfully delivering its customer service strategy it is critical that the teams responsible are properly thanked and rewarded in the same way as sales and marketing te
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.
Customer Interactions
AUGUST 3, 2011
'The topic of cyber security is getting a lot of attention at electric utilities recently, as they deal with NERC-CIP standards and the ever-present threat of cyber security attacks. Top of mind are several incidents of cyber attacks, the most well known being the Stuxnet worm that attacked industrial software and equipment and some other attacks like the ones targeting Lockheed Martin and Sony.
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
AUGUST 16, 2011
There is a lot of talk in the industry about making Voice of Customer data more actionable. But to achieve this, you must first understand the type of data that is uniquely available and actionable in a successful VOC program. VOC programs fail most often because they provide just scores, changes in scores, or data that is only part of the solution.
Customers Rock!
AUGUST 2, 2011
I just wanted to share some very exciting news with all of you – my book, The Hidden Power of Your Customers , is now launched! It has been an exciting week with the various launch activities, including an interview on NBC TV in San Diego, a book interview video released by my friends at Lithium Technologies , and the beginning of my book tour/book signing at the US Grant Hotel in San Diego.
Service Untitled
AUGUST 8, 2011
Once upon a time a client or customer would call a business on the telephone or write a letter; whether it was a complaint or compliment, the conversations remained private. As we fast forward to the 21st century however, organizations have been forced into finding new ways to deal with public feedback. Customers are empowered with online resources to share opinions.
InMoment XI
AUGUST 16, 2011
There is a lot of talk in the industry about making Voice of Customer data more actionable. But to achieve this, you must first understand the type of data that is uniquely available and actionable in a successful VOC program. VOC programs fail most often because they provide just scores, changes in scores, or data that is only part of the solution.
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InMoment XI
AUGUST 9, 2011
With the growth of digital transactions, more consumer data is becoming available through smartphones, GPS, mobile banking, etc. The availability of “big data” means marketers and customer experience professionals have the potential to gain deeper insight into customer behavior.
InMoment XI
AUGUST 9, 2011
With the growth of digital transactions, more consumer data is becoming available through smartphones, GPS, mobile banking, etc. The availability of “big data” means marketers and customer experience professionals have the potential to gain deeper insight into customer behavior.
InMoment XI
AUGUST 9, 2011
With the growth of digital transactions, more consumer data is becoming available through smartphones, GPS, mobile banking, etc. The availability of “big data” means marketers and customer experience professionals have the potential to gain deeper insight into customer behavior.
Service Untitled
AUGUST 30, 2011
If you had to cancel your flight because of Hurricane Irene, you may have been waiting on a “a virtual holding pattern&# for a customer service representative. Depending upon the airline a passenger chose, a lot of customer service left much to be desired considering hundreds of thousands of airline, rail and bus passengers were slated to be grounded as Hurricane Irene swept up the East Coast.
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Service Untitled
AUGUST 3, 2011
The best customer service representatives focus on people. They are good listeners, good communicators, and convey to us a positive and patient demeanor. These amazingly reliable people provide business owners with the competitive advantage over their competition, and it doesn’t matter if the economy is dragging – successful organizations continue to recognize the importance of their employees.
Service Untitled
AUGUST 25, 2011
Peter Shankman is an author and frequent customer service blogger who has an impressive 100.000 Twitter followers, so the other day he used an experience to allegedly show how companies treat their good clients. As he was preparing to take off from the airport at Tampa, Florida, Shankman tweeted to Morton’s Steakhouse Restaurant that he wanted a porterhouse steak waiting for him when he arrived at Newark Airport in New Jersey.
Service Untitled
AUGUST 19, 2011
Today in the Jonesboro, Arkansas Regional Chamber of Commerce presentation, franchised restaurant operator and owner of Chick-fil-A, Mike Fullington explained to his audience how customer service can have an impact on a person’s day and even his life. He explained those who really do it well have a certain “spirit,&# and that is not something that is trained; rather it comes from the heart with the desire to serve and help others.
Service Untitled
AUGUST 1, 2011
As kids we used to happily create personal gifts for our family and friends. It’s ironic, during my last move to my new home that keeping those special “Arts and Crafts&# products made by my son are the very ones I still cherish the most. Of course, there’s the emotional ties included in those lopsided candy dishes and Christmas ornaments made out of popsicle sticks, but it reminds me of the latest trends labeled as “Go Green,&# “Do-it-Yourself,&# and “Buy Loc
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Service Untitled
AUGUST 16, 2011
Like Coffee-Mate Natural Bliss on Facebook , and go to the “50k Coupons&# tab, for a $1.00/1 Coffee-Mate Natural Bliss Creamer Coupon ~. While you’re at Facebook, be sure to ‘Like’ Saving Everyday too. We often post deals and coupons there that aren’t on the site! This has been added to the Facebook Offers Page and the Printable Coupon Page. Don't miss out on all the current freebies available!
Customer Interactions
AUGUST 17, 2011
'Each year about this time Government Computer News unveils the winners of its coveted GCN Awards. This year’s top ten projects were hand picked from a list of more than 200 nominated projects. Among the projects recognized by the judges was the Los Angeles World Airports ARCC which received an Honorable Mention for IT achievement. The 9000-square foot center houses police, fire and airport personnel under one roof and boasts new software programs, like NICE Situator, making LAX one of the
Customer Interactions
AUGUST 17, 2011
'Over-promise and under-deliver: that’s the feeling we’re all left with when someone mentions video analytics. And rightly so – because many vendors claim they do video analytics, but often there’s no way to determine just how well they do it. And it''s that way with many things. Case in point - I can pound out a few keys on the piano, but I''m certainly no Mozart.
Customer Interactions
AUGUST 1, 2011
'Since childhood we have been taught that in an emergency we should call the universal emergency number 9-1-1. Our expectation upon calling is that we will soon have a police officer, a fireman or an emergency medical unit arrive at our location and begin aiding us in our emergency. In addition to being taught to call 9-1-1, we hear stories daily about the heroic efforts of first responders around the world who have come to the assistance of those in need.
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.
Brad Cleveland Blog
AUGUST 15, 2011
(Note, a full version of this post recently appeared in ICMI’s Global Report on Call Center Practices. To subscribe, see link at bottom.) While social media projects often begin as marketing initiatives or as the responsibility of newly established cross-functional teams, the contact center invariably assumes a more central role as resource requirements for listening and interacting become evident.
Brad Cleveland Blog
AUGUST 1, 2011
First-call resolution (FCR) is an increasingly popular performance measure in customer contact environments. And that’s a good thing: Unresolved contacts are a common source of customer dissatisfaction, and the organization tends to incur many additional expenses (e.g., repeat calls, rework, etc.) when issues are not fully resolved. However, despite clear benefits, FCR must be implemented carefully.
Brad Cleveland Blog
AUGUST 1, 2011
First-call resolution (FCR) is an increasingly popular performance measure in customer contact environments. And that’s a good thing: Unresolved contacts are a common source of customer dissatisfaction, and the organization tends to incur many additional expenses (e.g., repeat calls, rework, etc.) when issues are not fully resolved. However, despite clear benefits, FCR must be implemented carefully.
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