InMoment XI
MARCH 29, 2012
To increase grosses at the dealership, some stores are taking extraordinary measures by selling, amongst other things, a unique theft retrieval system. The “Lighter Side” for today highlights the efforts of one such dealership. In no way does Maritz condone, encourage, or in any way support the use of the Trunk Money or Boot Baboon, View Article.
Service Untitled
MARCH 2, 2012
Customer service should be a priority if organizations expect to expand their businesses with new customers while still retaining their current loyal clientele. Businesses are so inundated with such automated services as paying bills online, balancing bank accounts online, pressing 14 digit account numbers followed by pin numbers, our first pet’s name, our mother’s maiden name and the last four digits of our Social Security number, it almost seems that we all too commonly accept po
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Customer Input
MARCH 30, 2012
'Entire industries, particularly wireless, cable and broadband providers, insist on locking customers into lengthy service contracts against their will. This results in a vicious circle of poor service and costly acquisition.
Pretium Solutions
MARCH 13, 2012
When it comes to great customer service or sales and the performance of your team, it’s often the little things that can make a big difference in the outcome with a customer or prospect. Sometimes all it takes to set the stage for a great customer experience is a targeted question or two that uncovers a customer need, or perhaps it’s the manner in which a customer is approached.
Advertisement
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.
Annie Tsai
MARCH 1, 2012
That's right, it wasn't video. it was multi-tasking. How many times have you been on a conference call where you had to say "I'm sorry can you repeat the question?" I'll admit, it's happened to me. It's not right, but I'll own up to it. A lot of coworkers at my last company worked remotely, […].
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
MARCH 29, 2012
To increase grosses at the dealership, some stores are taking extraordinary measures by selling, amongst other things, a unique theft retrieval system. The “Lighter Side” for today highlights the efforts of one such dealership.
Service Untitled
MARCH 19, 2012
Here in sunny South Florida, real estate is booming again, but there are definitely new rules when it comes to new construction. Builders who have been lucky enough to survive the economic real estate plunge are slowly emerging again with new and improved products. Home buyers are more concerned with advanced energy, the use of efficient materials, and builders who understand their desire to conserve the environment.
Brad Cleveland Blog
MARCH 14, 2012
The most significant developments to date have been on the organization’s end.
Pretium Solutions
MARCH 1, 2012
“People may not remember exactly what you did, or what you said, but they will ALWAYS remember how you made them feel.”. I don’t recall who first said this, but it really resonates with me. And I believe it hits on what it takes to create an excellent customer experience. More on that in a bit. First, I have a confession to make. I have become addicted to the NBC show The Voice.
Advertisement
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.
Annie Tsai
MARCH 1, 2012
That’s right, it wasn’t video… it was multi-tasking. How many times have you been on a conference call where you had to say “I’m sorry can you repeat the question?” I’ll admit, it’s happened to me. It’s not right, but I’ll own up to it. A lot of coworkers at my last company worked remotely, […].
Customer Interactions
MARCH 21, 2012
'In this blog published in SMT Online, Jamie Wilson, EMEA Security marketing manager for NICE Systems, examines the future of Command and Control in the UK and asks what lessons might be learned by the emergency services from practitioners in the security world.
InMoment XI
MARCH 29, 2012
To increase grosses at the dealership, some stores are taking extraordinary measures by selling, amongst other things, a unique theft retrieval system. The “Lighter Side” for today highlights the efforts of one such dealership.
Service Untitled
MARCH 13, 2012
Even nice customers get angry. It can happen to any organization, and figuring out the best ways to respond and satisfy your customers can mean loyalty and continued business. One of the common problems however, is getting a complaint satisfactorily resolved with the least amount of frustration, anger, and time. Traditionally large companies do not pay their first line of customer service representatives high salaries.
Advertisement
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
Brad Cleveland Blog
MARCH 14, 2012
The most significant developments to date have been on the organization’s end.
Pretium Solutions
MARCH 29, 2012
What role does sincerity play in customer service and in creating the optimal excellent customer experience ? Aside from being sincere, it is critical that customer service providers demonstrate their sincerity as part of the effort to create an excellent customer experience and meaningful customer loyalty. The post Sincerity – What Role Does it Play in an Excellent Customer Experience?
InMoment XI
MARCH 26, 2012
If you look through any marketing articles on the automotive industry in the last 12 months, you could come away with the impression that traditional bricks and mortar dealerships are a thing of the past and the only thing that manufacturers and dealers need to have is a Twitter account since, one might think, customers. View Article.
InMoment XI
MARCH 26, 2012
If you look through any marketing articles on the automotive industry in the last 12 months, you could come away with the impression that traditional bricks and mortar dealerships are a thing of the past and the only thing that manufacturers and dealers need to have is a Twitter account since, one might think, customers.
Advertisement
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
MARCH 26, 2012
If you look through any marketing articles on the automotive industry in the last 12 months, you could come away with the impression that traditional bricks and mortar dealerships are a thing of the past and the only thing that manufacturers and dealers need to have is a Twitter account since, one might think, customers.
InMoment XI
MARCH 26, 2012
Brace yourself – while arguably the most important part of a successful employee engagement program, acting on the results is where things seem to get tricky for a lot of companies. Response tends to go one of three ways: 1) overwhelmed by the data; 2) defensive of the data; or 3) a sincere desire to respond to the data. However, now that you know what is most relevant to your team, you can tailor your communication and strategic direction accordingly.
InMoment XI
MARCH 26, 2012
Brace yourself – while arguably the most important part of a successful employee engagement program, acting on the results is where things seem to get tricky for a lot of companies. Response tends to go one of three ways: 1) overwhelmed by the data; 2) defensive of the data; or 3) a sincere desire to respond to the data. However, now that you know what is most relevant to your team, you can tailor your communication and strategic direction accordingly.
InMoment XI
MARCH 26, 2012
Brace yourself – while arguably the most important part of a successful employee engagement program, acting on the results is where things seem to get tricky for a lot of companies. Response tends to go one of three ways: 1) overwhelmed by the data; 2) defensive of the data; or 3) a sincere desire to respond to the data. However, now that you know what is most relevant to your team, you can tailor your communication and strategic direction accordingly.
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
MARCH 22, 2012
Today’s “Lighter Side” illustrates a couple of important points for the car industry. We know from research we have done that if a customer experiences a problem with their vehicle or has had a bad sales or service experience, how well a dealer responds to that customer’s concern can either positively or negatively impact customer.
InMoment XI
MARCH 22, 2012
Today’s “Lighter Side” illustrates a couple of important points for the car industry. We know from research we have done that if a customer experiences a problem with their vehicle or has had a bad sales or service experience, how well a dealer responds to that customer’s concern can either positively or negatively impact customer.
InMoment XI
MARCH 22, 2012
Today’s “Lighter Side” illustrates a couple of important points for the car industry. We know from research we have done that if a customer experiences a problem with their vehicle or has had a bad sales or service experience, how well a dealer responds to that customer’s concern can either positively or negatively impact customer.
InMoment XI
MARCH 20, 2012
Typically when I sit down to write material for The Ride, I have a pre-conceived notion of what might be a possible hypothesis to explore that could be worth sharing with you. In this case, my thought was that with higher volumes associated with the spring and early summer selling season, that customer experience scores. View Article.
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
InMoment XI
MARCH 20, 2012
Typically when I sit down to write material for The Ride, I have a pre-conceived notion of what might be a possible hypothesis to explore that could be worth sharing with you. In this case, my thought was that with higher volumes associated with the spring and early summer selling season, that customer experience scores.
InMoment XI
MARCH 20, 2012
Typically when I sit down to write material for The Ride, I have a pre-conceived notion of what might be a possible hypothesis to explore that could be worth sharing with you. In this case, my thought was that with higher volumes associated with the spring and early summer selling season, that customer experience scores.
InMoment XI
MARCH 19, 2012
in a today’s highly competitive world, companies that don’t’ do anything with customer feedback might as well not bother to gather it in the first place. The challenge (and the reward) lies in quickly analyzing feedback to identify customer insights and share them with the people who can do something about it. Here are some examples from Allegiance customers.
Expert insights. Personalized for you.
200 
Let's personalize your content