InMoment XI
APRIL 30, 2013
T.S. Eliot famously said “So the darkness shall be the light, and the stillness the dancing.” The 2013 Restaurant Leadership Conference has come to a close. It was energizing. It was fun. It was Capella Restaurant’s first time at the big dance. And she was well received. At our booth, we spoke with a number. View Article.
Service Untitled
APRIL 22, 2013
'Once again it’s Spring when our fancy changes to thoughts of love and the beautiful outdoors. We picture the lush green lawns, the colorful summer blooms, the pool, the grill, and the patio designed for that blissful oasis as casual parties for friends and family become welcome weekend events. And so the shopping begins. With the convenience of online browsing, the possibilities are endless, but how will our online retailers handle customer service?
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Andrew Maher
APRIL 8, 2013
Kate Nasser has a speciality she loves to talk about: how the quality of the people, their training, their coaching can make the world of difference to the customer service you can offer as a company. It is for this reason I was excited to have her on this episode of the CX404. As much […] Kate Nasser has a speciality she loves to talk about: how the quality of the people, their training, their coaching can make the world of difference to the customer service you can offer as a company.
Very Best Service
APRIL 8, 2013
'Customer service career Through the years of writing this blog, we have establish a (small) number of truth which could be hard to challenge. To name a couple, we have established that quality customer service is a key factor in the long term prosperity of an organisation and that employee satisfaction is a key success factor driving good customer service.
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Customer Interactions
APRIL 12, 2013
'I’m fresh off my second day at ICS West. The show is jumping, lots of traffic in the NICE booth, and I heard that well over 100 people attended our panel on “Transforming Your Security Command Post into a Strategic Information Nerve Center” the other day. For me, though, the most exciting aspect of the show has been the launch of Situator Express.
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
APRIL 30, 2013
T.S. Eliot famously said “So the darkness shall be the light, and the stillness the dancing.” The 2013 Restaurant Leadership Conference has come to a close. It was energizing. It was fun. It was Capella Restaurant’s first time at the big dance. And she was well.
Service Untitled
APRIL 10, 2013
'The Customer Service Survival Kit was written by Richard S. Gallagher, a practicing psychotherapist and the author of many customer service books who has trained over 20,000 people on how to handle the most daunting situations with customers while improving their confidence and an organization’s customer relations. The Customer Service Survival Kit helps us to diffuse even the worst emotional and intentional customer complaints, and step by step helps the customer service representative
InMoment XI
APRIL 30, 2013
T.S. Eliot famously said “So the darkness shall be the light, and the stillness the dancing.” The 2013 Restaurant Leadership Conference has come to a close. It was energizing. It was fun. It was Capella Restaurant’s first time at the big dance. And she was well.
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InMoment XI
APRIL 29, 2013
Simply satisfying customers with what you perceive to be their needs isn't enough anymore. 60%-80% of customers who claim to be "satisfied" still abandon a business relationship. Employee turnover averages 20%-50% a year for U.S. businesses, which takes a toll on financial performance as well as productivity. Yet there are companies who continue to grow a loyal customer base, and who steadily grow their profitability.
InMoment XI
APRIL 29, 2013
Market research online communities (MROCs) are en vogue. Not sure if the adoption is as strong as the buzz around them. Obviously, the internet does not just have a huge impact on our everyday life. It also drives the research industry into the 21st century. And yes, this approach has particular strengths when you want. View Article.
InMoment XI
APRIL 29, 2013
Simply satisfying customers with what you perceive to be their needs isn't enough anymore. 60%-80% of customers who claim to be "satisfied" still abandon a business relationship. Employee turnover averages 20%-50% a year for U.S. businesses, which takes a toll on financial performance as well as productivity. Yet there are companies who continue to grow a loyal customer base, and who steadily grow their profitability.
InMoment XI
APRIL 29, 2013
Market research online communities (MROCs) are en vogue. Not sure if the adoption is as strong as the buzz around them. Obviously, the internet does not just have a huge impact on our everyday life. It also drives the research industry into the 21st century. And yes, this approach has particular strengths when you want.
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.
InMoment XI
APRIL 29, 2013
Simply satisfying customers with what you perceive to be their needs isn't enough anymore. 60%-80% of customers who claim to be "satisfied" still abandon a business relationship. Employee turnover averages 20%-50% a year for U.S. businesses, which takes a toll on financial performance as well as productivity. Yet there are companies who continue to grow a loyal customer base, and who steadily grow their profitability.
InMoment XI
APRIL 29, 2013
Market research online communities (MROCs) are en vogue. Not sure if the adoption is as strong as the buzz around them. Obviously, the internet does not just have a huge impact on our everyday life. It also drives the research industry into the 21st century. And yes, this approach has particular strengths when you want.
InMoment XI
APRIL 24, 2013
It's often said that customers who encounter problems and get good service recovery are more loyal than customers who never encounter problems at all. This is known as the service recovery paradox. It's a seductive idea, and it's become standard wisdom in the customer experience and service worlds. But is it actually true? Sometimes. Maybe.
InMoment XI
APRIL 24, 2013
It's often said that customers who encounter problems and get good service recovery are more loyal than customers who never encounter problems at all. This is known as the service recovery paradox. It's a seductive idea, and it's become standard wisdom in the customer experience and service worlds. But is it actually true? Sometimes. Maybe.
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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
APRIL 24, 2013
It's often said that customers who encounter problems and get good service recovery are more loyal than customers who never encounter problems at all. This is known as the service recovery paradox. It's a seductive idea, and it's become standard wisdom in the customer experience and service worlds. But is it actually true? Sometimes. Maybe.
InMoment XI
APRIL 23, 2013
A few days ago I was speaking with a business associate and she took out her smartphone to check email. It was a Blackberry. The phone was about two years old. Another person standing with us took one look at the device and asked, “is that your smartphone?” It was a somewhat mocking tone. I. View Article.
InMoment XI
APRIL 23, 2013
A few days ago I was speaking with a business associate and she took out her smartphone to check email. It was a Blackberry. The phone was about two years old. Another person standing with us took one look at the device and asked, “is that your smartphone?” It was a somewhat mocking tone. I.
InMoment XI
APRIL 23, 2013
A few days ago I was speaking with a business associate and she took out her smartphone to check email. It was a Blackberry. The phone was about two years old. Another person standing with us took one look at the device and asked, “is that your smartphone?” It was a somewhat mocking tone. I.
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
APRIL 22, 2013
Today, the Maritz Restaurant Research Group is here at the Restaurant Leadership Conference in Scottsdale, Arizona. We are here to launch Capella Restaurant — the newest addition to Maritz’ proven end-to-end customer experience management system that captures the voice of the customer and acts on it. It is designed specifically for operators in the food.
InMoment XI
APRIL 22, 2013
On Thursday, April 25, I’ll be at the CASRO Management Conference in New Orleans, as a panel member for a session on talent management. First, I have to say I’m thrilled to represent Maritz Research and be in the company of leadership from around the MR industry. Second, I’m worried because they’ve carved out two. View Article.
InMoment XI
APRIL 22, 2013
Today, the Maritz Restaurant Research Group is here at the Restaurant Leadership Conference in Scottsdale, Arizona. We are here to launch Capella Restaurant — the newest addition to Maritz’ proven end-to-end customer experience management system that captures the voice of the customer and acts on it. It is designed specifically for operators in the food.
InMoment XI
APRIL 22, 2013
On Thursday, April 25, I’ll be at the CASRO Management Conference in New Orleans, as a panel member for a session on talent management. First, I have to say I’m thrilled to represent Maritz Research and be in the company of leadership from around the MR industry. Second, I’m worried because they’ve carved out two.
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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
APRIL 22, 2013
Today, the Maritz Restaurant Research Group is here at the Restaurant Leadership Conference in Scottsdale, Arizona. We are here to launch Capella Restaurant — the newest addition to Maritz’ proven end-to-end customer experience management system that captures the voice of the customer and acts on it. It is designed specifically for operators in the food.
InMoment XI
APRIL 22, 2013
On Thursday, April 25, I’ll be at the CASRO Management Conference in New Orleans, as a panel member for a session on talent management. First, I have to say I’m thrilled to represent Maritz Research and be in the company of leadership from around the MR industry. Second, I’m worried because they’ve carved out two.
InMoment XI
APRIL 19, 2013
Dress shirt. Check. Tie. Check. Suit. Check. Tennis shoes. Check. Tennis shoes?? That was my reaction a couple weeks ago at a funeral I attended. He was an old high school classmate I hadn’t seen in—well, I’m not going to tell you how many years because it reminds me that I’m not that young anymore. . View Article.
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