InMoment XI
OCTOBER 10, 2011
Best practice companies are not only listening to voice of the customer, but they are using that feedback to increase customer retention and loyalty, solve customer challenges and develop new products and services. They are also using new technologies to streamline surveys and feedback management programs to gain a better understanding of why customers do business with them.
Customers Rock!
OCTOBER 18, 2011
Today’s post is written by a guest blogger, Harry Rollason. Harry is with Useful Social Media , and I will be presenting at their New York Conference on Social Media and Customer Service next week. Plus, Harry interviewed me about my book, The Hidden Power of Your Customers: Four Keys to Growing Your Business Through Existing Customers. Here is some food for thought from Harry.
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Service Untitled
OCTOBER 19, 2011
Mark Reuss, President of General Motors North American operations has a three-fold plan to increase Chevrolet sales in California. As is the progressive California mindset, Chevrolet production will have to develop smaller and more fuel-efficient models to compete with the imports, make Chevrolet dealerships more physically attractive, and amp up customer service.
Pretium Solutions
OCTOBER 25, 2011
In the present confusing and conflicted global market environment, pressures and challenges intensify on today’s CEOs to deliver short-term results without losing sight of long-term goals and plans or veering away from long-term strategies. For the most part, short-term results are defined by financial metrics, as well they should be, because at the end of the day, these financial results are what matter most … it is the CEO’s and the organization’s final score in the end.
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
OCTOBER 10, 2011
'In order to find a supplier , retain it and obtain a good performance, wouldn''t it be appropriate to offer them your best customer service ? In most instances the underlying principle is that the customer is always right but this can cost your company dear. If your supplier fails to deliver the right products or services, your supply chain is broken and your own customers will pay the consequences, thereby affecting your reputation.
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 10, 2011
Best practice companies are not only listening to voice of the customer, but they are using that feedback to increase customer retention and loyalty, solve customer challenges and develop new products and services. They are also using new technologies to streamline surveys and feedback management programs to gain a better understanding of why customers do business with them.
Customers Rock!
OCTOBER 24, 2011
What is the difference between an influencer and an advocate for a brand? A lot of people recommend that a brand practice “influencer outreach”; others suggest a brand advocacy program is paramount for an organization. In his recent book, Smart Business, Social Business , Michael Brito discusses these two important points. Michael and I shared the stage recently at the Lithium Technologies “Likes to Loves” event in Orange County, CA, and I had the opportunity to interview
Service Untitled
OCTOBER 17, 2011
How many of us really take the time to sit down and Google all of the information we need to make a formal complaint when a business treats us poorly? At the time and day this poor service happens we are angry, and we vow the moment we get home we will get a letter out to the CEO of the company and reiterate the miserable events of either our last purchase or service.
Pretium Solutions
OCTOBER 29, 2011
In “Return on Influence, the New ROI,” Amy Jo Martin explains a new concept – ROI – Return on Influence. It was derived from the need to prove the value a professional athlete can achieve for a company. The professional athlete’s influence could create both a value to a product and value to a company. Martin measured the value of this influence with Return on Influence.
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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.
Very Best Service
OCTOBER 8, 2011
'Should your c-suite include a Chief Service Officer ? The ongoing financial crisis has put additional pressure on companies which have to work hard to attract new customers. But are you doing enough to retain your existing ones? Isn''t it time for your customer service officer to have a sit at the top table and claim a fair share of the company resources?
Customer Interactions
OCTOBER 31, 2011
'I’m very excited to share the news that NICE has been recognized as an honorable mention winner in the Security Technology Executive (STE) Magazine Innovation Awards for its work on the Louis Armstrong New Orleans International Airport PSIM implementation. NICE was recognized, along with Armstrong International Airport and system integrator Johnson Controls, for their innovative implementation of NICE Situator, NICE’s open situation management solution.
InMoment XI
OCTOBER 10, 2011
Best practice companies are not only listening to voice of the customer, but they are using that feedback to increase customer retention and loyalty, solve customer challenges and develop new products and services. They are also using new technologies to streamline surveys and feedback management programs to gain a better understanding of why customers do business with them.
Customers Rock!
OCTOBER 28, 2011
Once again I am participating in the Bathroom Blogfest. As I have mentioned before, if you have a physical presence, whether you are B2C or B2B, your bathroom is an important part of the customer experience. What does it say about your brand? I have been on the road A LOT these past few months since my book launched, so I have had the opportunity to stay in many different hotels across the country (and at a variety of hotel brands).
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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.
Service Untitled
OCTOBER 7, 2011
Bank of America is reaping in some heavy criticism since the announcement of their $5.00 a month debit card fee. Whether you use your debit card once a month or thirty times a month, the bank wants to charge you. Following suit, but without as much public fanfare are Citi Bank, Wells Fargo, and Chase. If those institutions aren’t charging you to use a debit card, read the notices in the mail which explain new checking account fees unless you maintain a certain balance and how you need to h
Pretium Solutions
OCTOBER 29, 2011
In “Return on Influence, the New ROI,” Amy Jo Martin explains a new concept – ROI – Return on Influence. It was derived from the need to prove the value a professional athlete can achieve for a company. The professional athlete’s influence could create both a value to a product and value to a company. Martin measured the value of this influence with Return on Influence.
Very Best Service
OCTOBER 6, 2011
'Customer engagement strategy What customer engagement strategy ? - The rapid development of computer software technology has meant that a huge number of customer management tools have been launched in the market place. The use of Social Media in particular has increased exponentially giving the opportunity for many employees to build more human and personal relationships with customers.
Customer Interactions
OCTOBER 26, 2011
'Since closed circuit television monitoring (CCTV) was introduced in the early 1960’s, the video surveillance market and its supporting technology have been continually evolving. Over the past two decades, hundreds of millions of CCTV cameras and video management systems (VMS) have been deployed worldwide; serving a wide range of markets from small retail outlets to citywide public safety solutions.
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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?
Brad Cleveland Blog
OCTOBER 1, 2011
The Measures Every Contact Center Should Have By Brad Cleveland These key categories of measures and objective are as important for Facebook and Twitter interactions as they are for traditional contact channels. Establishing the right measures and objectives is one of the most important responsibilities in leading and managing a call center successfully.
Service Untitled
OCTOBER 25, 2011
The real estate company I work with in South Florida has one of the most progressive software programs relevant to the ever-changing scope of real estate prices, inventory, and customer service. For instance, a home buyer can call me and tell me they are interested in purchasing a home sometime in the future, and in preparation for the purchase they have requested information about homes for sale in a particular community or homes that have recently sold.
Service Untitled
OCTOBER 28, 2011
Market Tools, a software and service provider for management and research conducted a survey of 331 companies with an annual revenue of more than $10 million annually. Of those organizations, 23 percent rely on social networks to support their customer service and to provide feedback. Topping the list with 48 percent was Facebook, 17 percent used Twitter, and another 17 percent relied on company blogs.
Service Untitled
OCTOBER 11, 2011
Zappos is a company we’ve talked about a lot on Service Untitled (including an interview with the founder and CEO Tony Hsieh ), so earlier this week when I was in Las Vegas for the first time, I made sure I got a tour of the Zappos.com Headquarters in nearby Henderson, Nevada. The tour was really interesting. Unsurprisingly, the Zappos offices don’t resemble a typical office or call center.
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 5, 2011
In Manchester, Connecticut Big Y Foods, a chain of 61 supermarkets is phasing out the do-it-yourself grocery shopping check out aisles. What was supposed to revolutionize and speed up a trip to the grocery store seems to falling by the wayside in a trade for the human cashiers. In fact, market studies have shown shoppers do prefer the personal contact.
Service Untitled
OCTOBER 27, 2011
Market Tools, a software and service provider for management and research conducted a survey of 331 companies with an annual revenue of more than $10 million annually. Of those organizations, 23 percent rely on social networks to support their customer service and to provide feedback. Topping the list with 48 percent was Facebook, 17 percent used Twitter, and another 17 percent relied on company blogs.
Pretium Solutions
OCTOBER 29, 2011
In “Return on Influence, the New ROI,” Amy Jo Martin explains a new concept – ROI – Return on Influence. It was derived from the need to prove the value a professional athlete can achieve for a company. The professional athlete’s influence could create both a value to a product and value to a company. Martin measured the value of this influence with Return on Influence.
Pretium Solutions
OCTOBER 26, 2011
The word loyalty is thrown around quite a bit inside the customer service world today. Numerous books and scores of articles have been written and blogs posted about the importance and relevance of customer loyalty , as compared to customer satisfaction , and that there is actually little relationship between the two. A loyal customer is one who has a devoted attachment to a company’s business, brand or products and buys from that company over and over again.
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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.
Pretium Solutions
OCTOBER 26, 2011
The word loyalty is thrown around quite a bit inside the customer service world today. Numerous books and scores of articles have been written and blogs posted about the importance and relevance of customer loyalty , as compared to customer satisfaction , and that there is actually little relationship between the two. A loyal customer is one who has a devoted attachment to a company’s business, brand or products and buys from that company over and over again.
Pretium Solutions
OCTOBER 26, 2011
The word loyalty is thrown around quite a bit inside the customer service world today. Numerous books and scores of articles have been written and blogs posted about the importance and relevance of customer loyalty , as compared to customer satisfaction , and that there is actually little relationship between the two. A loyal customer is one who has a devoted attachment to a company’s business, brand or products and buys from that company over and over again.
Pretium Solutions
OCTOBER 26, 2011
Companies face tough customer service issues – how to sync their systems and processes to the whole idea of customer and brand loyalty , what to do to light a fire in their own employees to care about the loyalty issue as they interact with customers, and how to proactively demonstrate to their customers that a company’s brand is even worthy of their loyalty.
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