InMoment XI
FEBRUARY 27, 2012
I am pleased to once again welcome my California colleague, Dr. Scott Pimley to The Ride. As Director Of Solutions Architecture in Maritz’ Torrance office, Scott has 31+ years in the research industry so he brings a wealth of experience to the blog. Purchasing a new vehicle is a big decision and customers want. View Article.
Pretium Solutions
FEBRUARY 19, 2012
I made what I think is an observation about an unusual difference between men and women today while I was on the tennis court. That’s right, the tennis court. About four years ago, I began my tennis quest. And my singular mission was and remains rather simple – to not be embarrassing. You see, I have a daughter who plays competitive junior tennis and looks like a pro out there.
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Service Untitled
FEBRUARY 15, 2012
Customer service isn’t an easy task, and for the representatives who successfully calm angry customers, soothe irate tempers, and are able to solve consumer problems in a polite and reasonable manner are those employees any great company should consider giving a raise in salary. Staying calm isn’t always the easiest task to do, especially when the attacks are often met with rudeness and unprofessional behavior on the part of the customer.
Very Best Service
FEBRUARY 27, 2012
'Customer service guide : When designing a new customer service guide, executives could usefully draw parallels between customers finding their way in the market place and sailors navigating across unknown waters. More often than not, difficulties can be avoided by learning from the experience of others who have just followed the same path. The key to success is to capture that experience and make judicious use of all modern technologies and tools to guide customers through the buying process.
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.
Annie Tsai
FEBRUARY 5, 2012
A small tweak in perspective can go a long way. A few years ago I found myself in a rut. After catching up with a mentor, I took her advice and started looking at projects as building blocks as opposed to stops a train makes on its way from Point A to Point B. In […].
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
FEBRUARY 27, 2012
I am pleased to once again welcome my California colleague, Dr. Scott Pimley to The Ride. As Director Of Solutions Architecture in Maritz’ Torrance office, Scott has 31+ years in the research industry so he brings a wealth of experience to the blog. Purchasing a new vehicle is a big decision and customers want.
Pretium Solutions
FEBRUARY 8, 2012
Mature communicators will listen with active interest! In order to listen with active interest, there are four key essential elements you must use to listen for complete understanding of your customer. All these elements help ensure you hear your customer and let’s your customer know you are hearing what he or she is saying. Pay attention. Give the customer your undivided attention and acknowledge the message.
Service Untitled
FEBRUARY 27, 2012
Market Watch issued a press release earlier today about studies done by Intellishop and Rate Watch citing credit unions and small community banks missing their market share of banking business due to sales efforts. The mystery audit services sent 120 anonymous auditors out who posed as new checking account prospects, and even though small banks were seen as pleasant, the criticism of having a too “laid back” approach regarding selling the benefits of their bank were losing these orga
InMoment XI
FEBRUARY 27, 2012
I am pleased to once again welcome my California colleague, Dr. Scott Pimley to The Ride. As Director Of Solutions Architecture in Maritz’ Torrance office, Scott has 31+ years in the research industry so he brings a wealth of experience to the blog. Purchasing a new vehicle is a big decision and customers want.
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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.
InMoment XI
FEBRUARY 27, 2012
During last week’s webinar with Forrester analyst Kerry Bodine, we discussed the importance of what she calls the “customer cascade,” which goes like this: Companies need to develop deep customer insight in order to design and deliver great customer experiences and ultimately reap the financial rewards that follow. Insight, action, result. It’s a true and beautiful pattern, and it’s been pretty well documented in recent years.
InMoment XI
FEBRUARY 27, 2012
During last week’s webinar with Forrester analyst Kerry Bodine, we discussed the importance of what she calls the “customer cascade,” which goes like this: Companies need to develop deep customer insight in order to design and deliver great customer experiences and ultimately reap the financial rewards that follow. Insight, action, result. It’s a true and beautiful pattern, and it’s been pretty well documented in recent years.
InMoment XI
FEBRUARY 27, 2012
During last week’s webinar with Forrester analyst Kerry Bodine, we discussed the importance of what she calls the “customer cascade,” which goes like this: Companies need to develop deep customer insight in order to design and deliver great customer experiences and ultimately reap the financial rewards that follow. Insight, action, result. It’s a true and beautiful pattern, and it’s been pretty well documented in recent years.
InMoment XI
FEBRUARY 23, 2012
You may have noticed Charles Duhigg’s article “How Companies Learn Your Secrets” in this past weekend’s New York Times Magazine. The article deals with Target and how they use customer information to better understand buyer behavior. As an industry that is trying to do a better job listening to and acting upon the Voice of. View Article.
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InMoment XI
FEBRUARY 23, 2012
You may have noticed Charles Duhigg’s article “How Companies Learn Your Secrets” in this past weekend’s New York Times Magazine. The article deals with Target and how they use customer information to better understand buyer behavior. As an industry that is trying to do a better job listening to and acting upon the Voice of.
InMoment XI
FEBRUARY 23, 2012
You may have noticed Charles Duhigg’s article “How Companies Learn Your Secrets” in this past weekend’s New York Times Magazine. The article deals with Target and how they use customer information to better understand buyer behavior. As an industry that is trying to do a better job listening to and acting upon the Voice of.
InMoment XI
FEBRUARY 21, 2012
There are various misconceptions around first time new vehicle buyers. Some believe them to be the young 22 year old kid coming out of college or university. But is this really the case? Take a look and see what you think. It may surprise you.
InMoment XI
FEBRUARY 21, 2012
If you don’t proactively design your customer experience, one will be provided for you. How easy is it to buy your product or service? Is your customer’s experience littered with overly complicated phone trees, slow response times, or unknowledgeable staff? Have you mapped out your customer’s experience and do you thoroughly understand all of the points of contact with your typical customer?
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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
FEBRUARY 21, 2012
There are various misconceptions around first time new vehicle buyers. Some believe them to be the young 22 year old kid coming out of college or university. But is this really the case? Take a look and see what you think. It may surprise you.
InMoment XI
FEBRUARY 21, 2012
If you don’t proactively design your customer experience, one will be provided for you. How easy is it to buy your product or service? Is your customer’s experience littered with overly complicated phone trees, slow response times, or unknowledgeable staff? Have you mapped out your customer’s experience and do you thoroughly understand all of the points of contact with your typical customer?
InMoment XI
FEBRUARY 21, 2012
There are various misconceptions around first time new vehicle buyers. Some believe them to be the young 22 year old kid coming out of college or university. But is this really the case? Take a look and see what you think. It may surprise you.
InMoment XI
FEBRUARY 21, 2012
If you don’t proactively design your customer experience, one will be provided for you. How easy is it to buy your product or service? Is your customer’s experience littered with overly complicated phone trees, slow response times, or unknowledgeable staff? Have you mapped out your customer’s experience and do you thoroughly understand all of the points of contact with your typical customer?
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.
InMoment XI
FEBRUARY 13, 2012
A few weeks back on January 20th, we looked at how the automotive retail experience stacks up against other industries and we learned that on the whole, it wasn’t bad. Automotive customers’ expectations are constantly increasing, but as an industry, are we keeping up? I believe you might find the results encouraging.
InMoment XI
FEBRUARY 14, 2012
In our professional lives, surveys are an indispensable tool in our enterprise voice arsenal. When combined with operational data, business performance metrics, social media chatter and other less-structured forms of customer voice (e.g. call center logs, online comment cards, in-bound emails and letters), survey results form the critical foundation of a rich and robust voice of the enterprise choir.
InMoment XI
FEBRUARY 13, 2012
A few weeks back on January 20th, we looked at how the automotive retail experience stacks up against other industries and we learned that on the whole, it wasn’t bad. Automotive customers’ expectations are constantly increasing, but as an industry, are we keeping up? I believe you might find the results encouraging.
InMoment XI
FEBRUARY 14, 2012
In our professional lives, surveys are an indispensable tool in our enterprise voice arsenal. When combined with operational data, business performance metrics, social media chatter and other less-structured forms of customer voice (e.g. call center logs, online comment cards, in-bound emails and letters), survey results form the critical foundation of a rich and robust voice of the enterprise choir.
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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
FEBRUARY 13, 2012
A few weeks back on January 20th, we looked at how the automotive retail experience stacks up against other industries and we learned that on the whole, it wasn’t bad. Automotive customers’ expectations are constantly increasing, but as an industry, are we keeping up? I believe you might find the results encouraging.
InMoment XI
FEBRUARY 14, 2012
In our professional lives, surveys are an indispensable tool in our enterprise voice arsenal. When combined with operational data, business performance metrics, social media chatter and other less-structured forms of customer voice (e.g. call center logs, online comment cards, in-bound emails and letters), survey results form the critical foundation of a rich and robust voice of the enterprise choir.
InMoment XI
FEBRUARY 9, 2012
Welcome to The Lighter Side. For those who don’t know me, I really enjoy Formula One. I love the speed, the technology, the pagentry, and the history. This clip combines a number of those items. It was filmed at Unit 2, a low-roofed brick former factory at McLaren’s operation in the UK. Lewis Hamilton and. View Article.
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