August, 2012

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Getting Down to Business…In Loafers

InMoment XI

Lewis and the boys hit Spa-Francorchamps this weekend for the Belgian Grand Prix and in celebration of the return of F1 to “the” most famous and historic active race track in the world, I have posted a video that you might find interesting. It’s a lap of Suzuka with none other than Ayrton Senna in.

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Customer-Obsessed Service

Customers Rock!

Social media has pushed customer service to the forefront for many organizations. Responses are often faster in social media than they are in traditional service channels, since social media makes everything extremely visible. And when things go wrong, customers often flock to social media to air their grievances; a perfect example is the article I recently co-authored for Forbes Online, with Mark Fidelman , about the Southwest Airlines 3 Million Fan Flash Sale fiasco.

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Does Having a Net Promoter Score Really Net You Anything?

Horizon CX

'It seems that NPS or Net Promoter Score is a very popular customer metric to have and to brag about these days, but what does is really mean or what does it tell you that are both useful and action-oriented? First of all, it''s a metric, and a calculated metric at that. As a metric it''s also simply a number. Today''s temperature is a number. The Dow Jones daily average is a number.

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How ramping up customer service is paying off for Home Depot

Service Untitled

Years ago when contractors were so busy building houses, supply giant Home Depot paid a lot more attention to the builders than to the do-it-yourself home owners. After all, the economy was booming and a realtor could scarcely keep any home inventory available for new buyers, and so the prices kept climbing while customers lined up at the cash registers.

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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.

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Customer service balance

Very Best Service

'Customer service balance A successful customer service delivery is made of many building blocks. A solid policy, firmly grounded, constitutes the cornerstone of the strategy. But it is not enough: adding more elements and finding the right balance is a necessity in the long run. Balancing the policy with innovation, initiative, the right level of human touch, a positive culture and some degree of creativity will make it all stick together.

More Trending

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Video: How High is Too High?

InMoment XI

As of this morning, gas prices in the U.S. were at about $3.80 a gallon according to gasbuddy.com. But what’s the tipping point for American consumers? At what price would they drive less or think of getting a more fuel efficient vehicle? Based on this month’s Maritz industry study release of about 45,000 U.S. View Article.

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Ensuring Customer Accessibility

Brad Cleveland Blog

Brad discusses the importance of providing a variety of ways for customers to interact with your organization, and the methodology behind handling different communication channels. Brad discusses the importance of providing a variety of ways for customers to interact with your organization, and the methodology behind handling different communication channels.

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Fake Followers on Twitter

InMoment XI

In market research, we’ve often had the problem of people pretending to be something they are not in order to participate in a research study. Welcome to the 21st century! We are going to have a similar problem when using social media as a data source. According to an NPR story I heard recently while.

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Getting Down to Business…In Loafers

InMoment XI

Lewis and the boys hit Spa-Francorchamps this weekend for the Belgian Grand Prix and in celebration of the return of F1 to “the” most famous and historic active race track in the world, I have posted a video that you might find interesting. It’s a lap of Suzuka with none other than Ayrton Senna in.

Video 200
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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?

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Video: How High is Too High?

InMoment XI

As of this morning, gas prices in the U.S. were at about $3.80 a gallon according to gasbuddy.com. But what’s the tipping point for American consumers? At what price would they drive less or think of getting a more fuel efficient vehicle? Based on this month’s Maritz industry study release of about 45,000 U.S.

Video 200
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Fake Followers on Twitter

InMoment XI

In market research, we’ve often had the problem of people pretending to be something they are not in order to participate in a research study. Welcome to the 21st century! We are going to have a similar problem when using social media as a data source. According to an NPR story I heard recently while.

article thumbnail

Getting Down to Business…In Loafers

InMoment XI

Lewis and the boys hit Spa-Francorchamps this weekend for the Belgian Grand Prix and in celebration of the return of F1 to “the” most famous and historic active race track in the world, I have posted a video that you might find interesting. It’s a lap of Suzuka with none other than Ayrton Senna in.

Video 200
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How High is Too High?

InMoment XI

As of this morning, gas prices in the U.S. were at about $3.80 a gallon according to gasbuddy.com. But what’s the tipping point for American consumers? At what price would they drive less or think of getting a more fuel efficient vehicle? Based on this month’s Maritz industry study release of about 45,000 U.S.

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The State of Customer Onboarding 2024

Building lasting customer relationships has always been top-of-mind for businesses. However, in the last decade, organizations have recognized that the customer journey beyond the initial sale is as critical as the sale itself. Customer onboarding, or the customer’s first impression of you, is critical to forging lasting relationships and long-term success.

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Fake Followers on Twitter

InMoment XI

In market research, we’ve often had the problem of people pretending to be something they are not in order to participate in a research study. Welcome to the 21st century! We are going to have a similar problem when using social media as a data source. According to an NPR story I heard recently while.

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Why Your VoC Program Needs More Than Customer Feedback – A Contact Center Example

InMoment XI

A few weeks ago, a friend who leads the customer experience (CX) team at a large B2B company described a common challenge in her voice of the customer (VoC) program. Her team had gathered and analyzed lots of customer feedback regarding interactions with support representatives in the contact center, and the results were clear. Customers thought issue resolution time was too long, and that perception was killing overall loyalty.

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My Advice to Contact Center Managers

InMoment XI

I’m often asked, “What’s the most important thing a contact center manager can do to improve the customer experience on the frontline?” I suggest they take a step back. It starts with recruiting and hiring! A number of leading firms actually work closely with their respective HR departments and embed screeners, include role playing and. View Article.

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Why Your VoC Program Needs More Than Customer Feedback – A Contact Center Example

InMoment XI

A few weeks ago, a friend who leads the customer experience (CX) team at a large B2B company described a common challenge in her voice of the customer (VoC) program. Her team had gathered and analyzed lots of customer feedback regarding interactions with support representatives in the contact center, and the results were clear. Customers thought issue resolution time was too long, and that perception was killing overall loyalty.

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The Open CCaaS Advantage Report

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.

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How High Is Too High?

InMoment XI

As of this morning, gas prices in the U.S. were at about $3.80 a gallon according to gasbuddy.com. But what’s the tipping point for American consumers? At what price would they drive less or think of getting a more fuel efficient vehicle? Based on this month’s Maritz industry study release of about 45,000 U.S.

Tips 200
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My Advice to Contact Center Managers

InMoment XI

I’m often asked, “What’s the most important thing a contact center manager can do to improve the customer experience on the frontline?” I suggest they take a step back. It starts with recruiting and hiring! A number of leading firms actually work closely with their respective HR departments and embed screeners, include role playing and.

article thumbnail

Why Your VoC Program Needs More Than Customer Feedback – A Contact Center Example

InMoment XI

A few weeks ago, a friend who leads the customer experience (CX) team at a large B2B company described a common challenge in her voice of the customer (VoC) program. Her team had gathered and analyzed lots of customer feedback regarding interactions with support representatives in the contact center, and the results were clear. Customers thought issue resolution time was too long, and that perception was killing overall loyalty.

article thumbnail

How High Is Too High?

InMoment XI

As of this morning, gas prices in the U.S. were at about $3.80 a gallon according to gasbuddy.com. But what’s the tipping point for American consumers? At what price would they drive less or think of getting a more fuel efficient vehicle? Based on this month’s Maritz industry study release of about 45,000 U.S.

Tips 200
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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

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My Advice to Contact Center Managers

InMoment XI

I’m often asked, “What’s the most important thing a contact center manager can do to improve the customer experience on the frontline?” I suggest they take a step back. It starts with recruiting and hiring! A number of leading firms actually work closely with their respective HR departments and embed screeners, include role playing and.

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My Perspective on the EFM/VOC Space and the Confirmit/CustomerSat Merger

InMoment XI

The Confirmit purchase of CustomerSat just took out one of the last interesting companies in our space. It's only a matter of time before the big CRM, BI, marketing automation, research firms, and contact center software companies decide to make a major play in the VOC space.

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My Perspective on the EFM/VOC Space and the Confirmit/CustomerSat Merger

InMoment XI

The Confirmit purchase of CustomerSat just took out one of the last interesting companies in our space. It's only a matter of time before the big CRM, BI, marketing automation, research firms, and contact center software companies decide to make a major play in the VOC space.

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My Perspective on the EFM/VOC Space and the Confirmit/CustomerSat Merger

InMoment XI

The Confirmit purchase of CustomerSat just took out one of the last interesting companies in our space. It's only a matter of time before the big CRM, BI, marketing automation, research firms, and contact center software companies decide to make a major play in the VOC space.

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Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

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A Reject(or) Stranded In North Dakota

InMoment XI

The oil light was quickly followed by metallic grinding noises, stranding my family outside of Jamestown, North Dakota at 5:00 am. “Yup. Looks totaled” says the tow truck driver. “I also own the only taxi in town, and for $150 I’ll drive you to Fargo where you can rent a car and continue on to.

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A Reject(or) Stranded In North Dakota

InMoment XI

The oil light was quickly followed by metallic grinding noises, stranding my family outside of Jamestown, North Dakota at 5:00 am. “Yup. Looks totaled” says the tow truck driver. “I also own the only taxi in town, and for $150 I’ll drive you to Fargo where you can rent a car and continue on to.

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A Reject(or) Stranded In North Dakota

InMoment XI

The oil light was quickly followed by metallic grinding noises, stranding my family outside of Jamestown, North Dakota at 5:00 am. “Yup. Looks totaled” says the tow truck driver. “I also own the only taxi in town, and for $150 I’ll drive you to Fargo where you can rent a car and continue on to.

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