November, 2011

article thumbnail

Using mistakes to make memorable moments for your business

Service Untitled

There’s more to building a business than advertising, yet how many organizations spend more of their budgets on marketing and attracting new customers, while neglecting the importance of maintaining current customers and making sure their needs have been met? There is no doubt that every company is going to make mistakes, but how many companies lose the opportunities to build their brand by using those complaints to their advantage?

article thumbnail

Brand Promise Delivered as Net Promoter Score Rises Dramatically

Pretium Solutions

Customer loyalty is built and sustained on the front line, in those daily interactions that take place between front line employees and the customer, who is often calling only because they have an issue or a problem with the company’s product or service. The problem is the vast majority of these interactions, and the systems and behaviors supporting them, have not been proactively shaped and crafted to build customer loyalty.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

New York as a Brand: Great Cities are Great Brands

Sampson Lee

Marco De Veglia perceives the Big Apple as a brand. We perceive a city in the same way we perceive a brand—a city is a brand. When Cities are Brands, Not Places by Marco De Veglia, Global CEM International Partner – Italy Some places are called “The New York of [insert country]” Some things are […].

Brands 40
article thumbnail

Preparation for customer service

Very Best Service

'Preparation for customer service : for many companies, the next client is only a number, a customer record who happened to place an order for product xyz at a given time during the day. But it is not at all the same thing when you look at it from the clients'' point of view. In many instances, the purchasing decision is an important act in the eyes of the customer who has spend hours if not days and weeks to compare products, to chose the colour, to check if he or she could afford the spend.

article thumbnail

From Data to Decisions: Maximizing Retail Potential with AI

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and guest speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

article thumbnail

NICE NUG Expands

Customer Interactions

'In June I wrote in this very same blog and told you to keep your eyes and ears tuned for an exciting announcement about the NICE User Group. Well, it’s official. The NUG (as it’s known) has now opened up membership to NICE Security and Public Safety customers. If you’re a NICE Security or Public Safety customer, this is very good news indeed!

More Trending

article thumbnail

Passengers on JetBlue angry over poor customer service

Service Untitled

JetBlue Flight 504 from Fort Lauderdale, Florida to Newark, New Jersey was diverted to Bradley International Airport in Connecticut at 1:30 on Saturday because of a freakish snow storm affecting the East Coast. Passengers weren’t allowed to deplane until 9:30 that night and were forced to remain on the tarmac and in the aircraft for seven hours with no food, water or working bathrooms.

article thumbnail

Driving Net Promoter Score & Brand Loyalty: Is It the Car or the Driver that Wins the Race?

Pretium Solutions

We are not Formula One racing experts, nor are we really even fans of the sport, but we are aware of the long-standing debate in the racing community among experts and fans about whether it’s the car or the driver that makes the difference between finishing first and anywhere else in the field. Some believe a Formula One race is essentially won or lost during the vehicle construction process, long before the cars are even positioned on the grid.

article thumbnail

Dubai: Belly Dancing, the Arabian Desert, and the TCE Model

Sampson Lee

Brownell O’Connor travels to Dubai experiences the city through various touch-points—a brand is perceived through the total customer experience (TCE). Business Traveller to Dubai by Brownell O’Connor, Global CEM International Partner – Ireland We began our approach to Dubai. The Captain announced that we were 20 minutes ahead of schedule and that was great news.Then […].

CEM 40
article thumbnail

Vultures are circling

Very Best Service

'Achieving the best customer service levels and maintaining them is not a simple task. There are numerous metrics available, one of them being to measure customer satisfaction. However, sometimes one finds that only customers who are very satisfied or customers who are very unhappy are prepared to give any form of feedback. But what is happening to the bulk of your customer base?

article thumbnail

The 2023 Verint Experience Index: Retail

Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

article thumbnail

Dr. Bob Navigates the Great PSIM Unknown with SD&I’s Deb O’Mara

Customer Interactions

'Recently, Security Dealer & Integrator Editor-in-Chief Deborah O’Mara interviewed NICE’s Dr. Bob Banerjee for an extensive article on PSIM (“PSIM: Navigating the Great Unknown”). In the article, Bob talks about the difference between PSIM and VMS and highlights what he thinks are the top three ‘killer apps for PSIM.’ The article was the cover story for the October issue of Security Dealer & Integrator and also appears on SecurityInfoWatch.com.

Video 30
article thumbnail

Thriving Customer Relationships

Brad Cleveland Blog

What’s the formula for success in the new era of customer relationships? Boiled (waaayyy) down: 1. Connect. Listen to your customers, wherever they are, in whatever channel they choose. Join the conversation. 2. Engage. Interact with them, appropriately, proactively; put a face on your brand and build relationships that have staying power. 3. Thrive.

article thumbnail

Is your customer service “naughty” or “nice?”

Service Untitled

Consumer Reports just came out with their holiday report card giving holiday shoppers some interesting facts Santa’s helpers will surely want to consider before buying gifts either at the mall or online. Consumer Reports does qualify their list as neither an approval or disapproval of an organization as a whole, but Tod Marks, the senior editor and resident shopping expert states it is about “specific policies regarded as customer friendly.” Let us start with the “naughty

article thumbnail

Driving Net Promoter Score & Brand Loyalty: Is It the Car or the Driver that Wins the Race?

Pretium Solutions

We are not Formula One racing experts, nor are we really even fans of the sport, but we are aware of the long-standing debate in the racing community among experts and fans about whether it’s the car or the driver that makes the difference between finishing first and anywhere else in the field. Some believe a Formula One race is essentially won or lost during the vehicle construction process, long before the cars are even positioned on the grid.

article thumbnail

Navigating the Future: Unveiling Trends and Bold Predictions in Customer Experience

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?

article thumbnail

‘Tis the season to rev up the customer service

Service Untitled

Statistics for the 2011 shopping holiday season look a little scary for merchants this year. According to a Price Grabber survey, 45 percent of consumers say they are going to spend less on holiday shopping compared to what they spent in 2010. Luckily 49 percent say they are going to spend the same amount. Only 7 percent say they are going to spend more.

article thumbnail

Amazon.com still a leader in customer service

Service Untitled

Amazon.com’s newest customer service facility opened on Friday with a fanfare of speeches and a ribbon-cutting ceremony. The new 70,000 square-foot center in Kinetic Park, West Virginia was described as a “perfect fit” by Vice President of Amazon customer service Tom Weiland. The new site will provide the company with more flexibility to train workers and take care of customers.

article thumbnail

Amateur rap video presents an odd approach to Apple culture

Service Untitled

It seems an Apple rap video was posted on Vimeo and performed by Apple employees in New Hampshire. Obviously the video didn’t last long; it was pulled from the Internet, but besides being somewhat amateurish and mildly ludicrous, the theory of presenting the proper solutions to customers based on their needs still rang through as truth. Back in July, the Apple Store in the Hong Kong IFC building presented parts of their five-day course in employee training.

Culture 44
article thumbnail

Small Business Saturday – a boon for local retail stores

Service Untitled

Squeezed between Black Friday and Cyber Monday, the second annual Small Business Saturday encouraged shoppers to show support for their local businesses. The campaign, started by American Express small-business unit has helped to advertise the advantages of shopping locally – personalized service, convenience, and the opportunity to promote healthy economics in one’s own neighborhood.

Retail 44
article thumbnail

Top 5 Ways to Optimize Your Loyalty Strategy

Speaker: Lauren Barash, Vice President, Brand Marketing

In an ever-evolving industry, building and retaining loyal customers is critical to the success of any restaurant business. Join Lauren Barash, VP of Brand Marketing at Full Course, as she delves into the world of restaurant loyalty programs, and reveals the top five essential strategies to optimize your approach! This webinar will explore: Loyalty trends and what you should be focusing on 📊 Actionable insights and ideas to help you develop the most powerful and effective loyalty program

article thumbnail

Driving Net Promoter Score & Brand Loyalty: Is It the Car or the Driver that Wins the Race?

Pretium Solutions

We are not Formula One racing experts, nor are we really even fans of the sport, but we are aware of the long-standing debate in the racing community among experts and fans about whether it’s the car or the driver that makes the difference between finishing first and anywhere else in the field. Some believe a Formula One race is essentially won or lost during the vehicle construction process, long before the cars are even positioned on the grid.

article thumbnail

A Low-Effort Experience Drives Customer & Brand Loyalty

Pretium Solutions

In the most recent online issue of Marketing Week, a leading UK magazine for marketing news, opinion and information, Lucy Handley, in her article “Is Effort the New Loyalty?” , highlights the work underway at BT Global Services in measuring customer effort. BT’s Dr. Nicola Millard is looking at the extent to which consumers have to work doing business with a company and the impact that effort has on the customer experience and brand loyalty.

Loyalty 40
article thumbnail

A Low-Effort Experience Drives Customer & Brand Loyalty

Pretium Solutions

In the most recent online issue of Marketing Week, a leading UK magazine for marketing news, opinion and information, Lucy Handley, in her article “Is Effort the New Loyalty?” , highlights the work underway at BT Global Services in measuring customer effort. BT’s Dr. Nicola Millard is looking at the extent to which consumers have to work doing business with a company and the impact that effort has on the customer experience and brand loyalty.

Loyalty 40
article thumbnail

A Low-Effort Experience Drives Customer & Brand Loyalty

Pretium Solutions

In the most recent online issue of Marketing Week, a leading UK magazine for marketing news, opinion and information, Lucy Handley, in her article “Is Effort the New Loyalty?” , highlights the work underway at BT Global Services in measuring customer effort. BT’s Dr. Nicola Millard is looking at the extent to which consumers have to work doing business with a company and the impact that effort has on the customer experience and brand loyalty.

Loyalty 40
article thumbnail

SME Relationships: Proven Solutions for Seamless Collaboration and Success

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!

article thumbnail

Shying Away From Office Politics? What are We Really Avoiding?

Pretium Solutions

After reading Linda Hill and Kent Lineback’s HBR Blog Article “Stop Avoiding Office Politics,” I started thinking how I REALLY interacted with those around me. What are the politics in MY world? I am not talking about my wife, sons and new daughter-in-law (although new in-laws always add an additional layer to marriage politics). I am referring to my colleagues at Pretium – consultants, trainers, principals and support staff.

article thumbnail

Brand Promise Delivered as Net Promoter Score Rises Dramatically

Pretium Solutions

Customer loyalty is built and sustained on the front line, in those daily interactions that take place between front line employees and the customer, who is often calling only because they have an issue or a problem with the company’s product or service. The problem is the vast majority of these interactions, and the systems and behaviors supporting them, have not been proactively shaped and crafted to build customer loyalty.

article thumbnail

Shying Away From Office Politics? What are We Really Avoiding?

Pretium Solutions

After reading Linda Hill and Kent Lineback’s HBR Blog Article “Stop Avoiding Office Politics,” I started thinking how I REALLY interacted with those around me. What are the politics in MY world? I am not talking about my wife, sons and new daughter-in-law (although new in-laws always add an additional layer to marriage politics). I am referring to my colleagues at Pretium – consultants, trainers, principals and support staff.

article thumbnail

Brand Promise Delivered as Net Promoter Score Rises Dramatically

Pretium Solutions

Customer loyalty is built and sustained on the front line, in those daily interactions that take place between front line employees and the customer, who is often calling only because they have an issue or a problem with the company’s product or service. The problem is the vast majority of these interactions, and the systems and behaviors supporting them, have not been proactively shaped and crafted to build customer loyalty.

article thumbnail

Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

article thumbnail

Shying Away From Office Politics? What are We Really Avoiding?

Pretium Solutions

After reading Linda Hill and Kent Lineback’s HBR Blog Article “Stop Avoiding Office Politics,” I started thinking how I REALLY interacted with those around me. What are the politics in MY world? I am not talking about my wife, sons and new daughter-in-law (although new in-laws always add an additional layer to marriage politics). I am referring to my colleagues at Pretium – consultants, trainers, principals and support staff.

article thumbnail

Reach out to customers

Very Best Service

'7 miles bridge - Florida Keys Do you do enough to reach out to your customers? Even when you have that horrible feeling that you are too far apart to resolve a customer service issue, you have to make an effort and build those bridges to reach out to your customers. The rewards can be long lasting even if the initial investment may seem unreasonable.

article thumbnail

On the perimeter: Keeping watch with video analytics

Customer Interactions

'There was a time when fences or other physical barriers were the only way to protect a perimeter from intrusion. Not so today. In this Government Security News article, video analytics expert Guy Lorman examines how perimeter intrusion detection solutions (PIDS) have evolved, with video analytics as the backbone. He also discusses different ways to deploy PIDS, from virtual fences to smart fences for highly sensitive facilities.

Video 29