Video: Lexus Spices It Up
InMoment XI
SEPTEMBER 28, 2012
The Lexus LF-CC concept made its debut at the Paris Motor Show and its sporty and distinctive styling furthers the objective of spicing up the brand. See what you think. Chris.
September, 2012
200 
Customer service agents are also sales people
Service Untitled
SEPTEMBER 5, 2012
Although a customer service agent might be overheard saying they prefer to be in the background when it comes to sales positions, the talents of customer service representatives also take a paramount position in successful sales and marketing. The leadership role, as well as the emotional tone and empathy a customer service agent can impart upon a customer, is what can make a lasting impression that may either result in the consumer moving on to the next company and competition or singing a com
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Customer service: are you trading on thin ice?
Very Best Service
SEPTEMBER 17, 2012
'Is your company trading on thin ice? Any company''s approach to customer service must be solid. Whilst it might be tempting to go to market quickly, putting only limited care in assessing the environment might present some serious risks. If the customer fundamentals have been misjudged, a sunny start to trading activities might quickly turn into a disaster scenario.
Security Companies Bet on Latin America
Customer Interactions
SEPTEMBER 12, 2012
'The business world’s attention is on Latin America. More specifically, on Brazil. With purchasing power expanding across all socio-economic classes, the Brazilian economy is booming. Furthermore, while the global economic recession has affected public and private spending in other countries around the world, it has not touched Brazil, which makes the country even more attractive for foreign companies looking to ride the wave of growth.
The Ultimate Guide to Monetizing Customer Learning
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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.
How to Build Profitable Relationships
Brad Cleveland Blog
SEPTEMBER 7, 2012
Brad explains how successful organizations cultivate profitable relationships. Steps include understanding your customers, interacting with them personally, segmenting them sensibly, retaining the right customers, anticipating customers needs and offering solutions, increasing the value you provide, presenting a “single face” for your customers, creating business rules to automate processes, empowering your employees, and others.
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Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
More Trending
The Minds of Millionaires
InMoment XI
SEPTEMBER 26, 2012
Previously in this space we discussed how wealthy investors could influence the upcoming Presidential election. Now, we want to take a look at another important, although somewhat more elite group, millionaires. The thoughts and feelings of millionaires should interest not only political candidates, but also investment firms. As part of a poll that Maritz Research.
What’s going on in consumers’ minds when they are purchasing a new vehicle?
InMoment XI
SEPTEMBER 26, 2012
We typically perceive purchasing a new vehicle as a positive, and it seems reasonable to think about it this way. We all have stories of taking our new car or truck to show friends and relatives and we are usually pretty excited about it. Further, customer satisfaction data with the purchase experience and the vehicle.
Customer Engagement Roadmap: How Will We Know When We Get There?
InMoment XI
SEPTEMBER 26, 2012
Companies that implement customer engagement or customer experience programs must know the foundational factors that create a customer centric culture, such as great leadership and targeted communication. However, knowing where you are going and what success looks like for your company, and your business objectives are just as important as the foundational activities.
The Minds of Millionaires
InMoment XI
SEPTEMBER 26, 2012
Previously in this space we discussed how wealthy investors could influence the upcoming Presidential election. Now, we want to take a look at another important, although somewhat more elite group, millionaires. The thoughts and feelings of millionaires should interest not only political candidates, but also investment firms. As part of a poll that Maritz Research.
Reimagine Your Communications With A Unified Platform
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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.
What’s going on in consumers’ minds when they are purchasing a new vehicle?
InMoment XI
SEPTEMBER 26, 2012
We typically perceive purchasing a new vehicle as a positive, and it seems reasonable to think about it this way. We all have stories of taking our new car or truck to show friends and relatives and we are usually pretty excited about it. Further, customer satisfaction data with the purchase experience and the vehicle.
Customer Engagement Roadmap: How Will We Know When We Get There?
InMoment XI
SEPTEMBER 26, 2012
Companies that implement customer engagement or customer experience programs must know the foundational factors that create a customer centric culture, such as great leadership and targeted communication. However, knowing where you are going and what success looks like for your company, and your business objectives are just as important as the foundational activities.
The Minds of Millionaires
InMoment XI
SEPTEMBER 26, 2012
Previously in this space we discussed how wealthy investors could influence the upcoming Presidential election. Now, we want to take a look at another important, although somewhat more elite group, millionaires. The thoughts and feelings of millionaires should interest not only political candidates, but also investment firms. As part of a poll that Maritz Research.
What’s going on in consumers’ minds when they are purchasing a new vehicle?
InMoment XI
SEPTEMBER 26, 2012
We typically perceive purchasing a new vehicle as a positive, and it seems reasonable to think about it this way. We all have stories of taking our new car or truck to show friends and relatives and we are usually pretty excited about it. Further, customer satisfaction data with the purchase experience and the vehicle.
How Retailers Are Transforming Customer Experiences with Data & 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.
Video: Wait a Second, I Thought We Were Lousy?!
InMoment XI
SEPTEMBER 25, 2012
There are people out there that would tell you the auto industry is lousy when it comes to the people side of the business, and somehow the sales and service experience is just this side of being investigated by Amnesty International. The recently released CE Benchmarks Study would suggest otherwise. Across 11 industries, automotive ranked. View Article.
Video: Wait a Second, I Thought We Were Lousy?!
InMoment XI
SEPTEMBER 25, 2012
There are people out there that would tell you the auto industry is lousy when it comes to the people side of the business, and somehow the sales and service experience is just this side of being investigated by Amnesty International. The recently released CE Benchmarks Study would suggest otherwise. Across 11 industries, automotive ranked.
Wait a Second, I Thought We Were Lousy?!
InMoment XI
SEPTEMBER 25, 2012
There are people out there that would tell you the auto industry is lousy when it comes to the people side of the business, and somehow the sales and service experience is just this side of being investigated by Amnesty International. The recently released CE Benchmarks Study would suggest otherwise. Across 11 industries, automotive ranked.
So Does Apple Listen To Customers Or What?
InMoment XI
SEPTEMBER 24, 2012
Apple is monopolizing the news again …or still. As always, the attention has revived the debate about whether Apple listens to customers. Industry lore has long held that Apple ignores customer input, and Senior VP of Worldwide Marketing Phil Schiller actually supported this belief recently during the Samsung legal case. Yet Apple clearly surveys its.
Navigating the Future: Unveiling Trends and Bold Predictions in Customer Experience
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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?
So Does Apple Listen To Customers Or What?
InMoment XI
SEPTEMBER 24, 2012
Apple is monopolizing the news again …or still. As always, the attention has revived the debate about whether Apple listens to customers. Industry lore has long held that Apple ignores customer input, and Senior VP of Worldwide Marketing Phil Schiller actually supported this belief recently during the Samsung legal case. Yet Apple clearly surveys its.
So Does Apple Listen To Customers Or What?
InMoment XI
SEPTEMBER 24, 2012
Apple is monopolizing the news again …or still. As always, the attention has revived the debate about whether Apple listens to customers. Industry lore has long held that Apple ignores customer input, and Senior VP of Worldwide Marketing Phil Schiller actually supported this belief recently during the Samsung legal case. Yet Apple clearly surveys its.
What does quality mean?
InMoment XI
SEPTEMBER 23, 2012
When investigating product experiences or service events we usually ask for the overall satisfaction followed by the rating of a number of attributes to assess the performance in detail. So we learn about the importance of rather functional attributes like the quality of a car in automotive or the perceived competence level of a bank.
What does quality mean?
InMoment XI
SEPTEMBER 23, 2012
When investigating product experiences or service events we usually ask for the overall satisfaction followed by the rating of a number of attributes to assess the performance in detail. So we learn about the importance of rather functional attributes like the quality of a car in automotive or the perceived competence level of a bank.
Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity
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.
What does quality mean?
InMoment XI
SEPTEMBER 23, 2012
When investigating product experiences or service events we usually ask for the overall satisfaction followed by the rating of a number of attributes to assess the performance in detail. So we learn about the importance of rather functional attributes like the quality of a car in automotive or the perceived competence level of a bank.
Video: An Idea Worth Thinking About
InMoment XI
SEPTEMBER 20, 2012
One of the reasons we started The Ride was to share ideas with you on how the customer experience can be improved. Here’s another one for you. Have a good day and let me know what you think. Chris.
Video: An Idea Worth Thinking About
InMoment XI
SEPTEMBER 20, 2012
One of the reasons we started The Ride was to share ideas with you on how the customer experience can be improved. Here’s another one for you. Have a good day and let me know what you think.
An Idea Worth Thinking About
InMoment XI
SEPTEMBER 20, 2012
One of the reasons we started The Ride was to share ideas with you on how the customer experience can be improved. Here’s another one for you. Have a good day and let me know what you think.
The Open CCaaS Advantage Report
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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.
Providing a Predictable and Consistent Customer Experience
InMoment XI
SEPTEMBER 19, 2012
In today’s interactive-driven world, it is crucial for your company to create a service model that encourages customers to effectively communicate their wants and needs. A sound, proactive service model facilitates those important interactions and creates customer loyalty rather than abandonment.
Video: The Connection Between Happy Customers and Happy Employees
InMoment XI
SEPTEMBER 19, 2012
Are you tired of getting poor service? According to a recent Maritz Research survey, you can’t always blame the employee you’re frustrated with. They’re just following policy. Customer service levels have hit a ten year low, but there is hope. Some companies, like Embassy Suites are rewarding employees for providing outstanding customer service and believe.
Courteous, courtious, curteous?
InMoment XI
SEPTEMBER 19, 2012
At Maritz Research we use Text Analytics to do auto-categorization of open-ended survey question responses. One of the unsung heroes of our Text Analytics solutions for auto-categorization is …drum roll please… Spell Checking/Correction! Which is why we highlighted it in a presentation at the Text Analytics Summit in June, and will be featuring it again.
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