InMoment XI
JUNE 25, 2013
Back in November, 2008 the Corporate Executive Board proclaimed the Customer Effort Score™ or CES to be “the best measure of customer loyalty.” CES is derived from a question asked of customers who have recently contacted a company’s call center or experienced some other specific transaction with that company. “How much effort did you personally.
Horizon CX
JUNE 17, 2013
'I like pizza. I think I’m among a majority of people who do. And, pizza I would say is as much a commodity as coffee—although people certainly have their preferences and favorites for sure. While I’m not here to debate the nutritional merits of pizza, I will admit that I have this craving I must satisfy every couple of weeks. Therefore, pizza has been a regular element of my diet.
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Customer Input
JUNE 5, 2013
'With the increasing popularity of the term customer experience also comes confusion on its definition, giving the advantage to organizations that understand and have a genuine commitment it to further differentiate themselves from those who don’t.
Service Untitled
JUNE 7, 2013
'Not many of us look forward to visiting the dentist, but it bears witness that those who ignore their teeth, eventually their teeth go away. Of course notwithstanding anything to the contrary, dentists along with their expertise to keep our smiles shining, should also prescribe to the ultimate quest of customer service no matter how advanced their dental education may have been.
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MyCustomer
JUNE 9, 2013
Voice of the Customer. How to capture Voice of the Customer through staff.
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
JUNE 27, 2013
Above is an actual picture I snapped at my local dealership today. Cool idea. As I write, I’m sitting in the waiting area having taken my car in for service. The dealer principal tells me the idea of putting out fruit came from his wife. She didn’t like donuts. In this vein, I. View Article.
Customer Input
JUNE 5, 2013
With the increasing popularity of the term customer experience also comes confusion on its definition, giving the advantage to organizations that understand and have a genuine commitment it to further differentiate themselves from those who don’t.
Service Untitled
JUNE 14, 2013
'Credit cards are an important way of life for most Americans. According to CreditCards.com , the average consumer has nearly $16,000 in credit card debt, and the average interest rates of credit cards range from 10.37% for those with excellent credit to 28% for instant approval credit cards. So are there different levels of service for credit card customers depending on one’s credit and past financial history?
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InMoment XI
JUNE 27, 2013
Above is an actual picture I snapped at my local dealership today. Cool idea. As I write, I’m sitting in the waiting area having taken my car in for service. The dealer principal tells me the idea of putting out fruit came from his wife. She didn’t like donuts. In this vein, I.
InMoment XI
JUNE 27, 2013
Above is an actual picture I snapped at my local dealership today. Cool idea. As I write, I’m sitting in the waiting area having taken my car in for service. The dealer principal tells me the idea of putting out fruit came from his wife. She didn’t like donuts. In this vein, I.
InMoment XI
JUNE 26, 2013
Allegiance has been tracking banking customer experience (CX) since 2007 as part of our Pulse of America benchmarking service. The resulting dataset tells us all kinds of interesting and useful things about the state of the industry. Now I thought I'd share some tidbits publicly. Look out for a series of related posts over the coming weeks. To begin, let's consider the state of banking CX at a high level.
InMoment XI
JUNE 26, 2013
Allegiance has been tracking banking customer experience (CX) since 2007 as part of our Pulse of America benchmarking service. The resulting dataset tells us all kinds of interesting and useful things about the state of the industry. Now I thought I'd share some tidbits publicly. Look out for a series of related posts over the coming weeks. To begin, let's consider the state of banking CX at a high level.
Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali
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InMoment XI
JUNE 26, 2013
Allegiance has been tracking banking customer experience (CX) since 2007 as part of our Pulse of America benchmarking service. The resulting dataset tells us all kinds of interesting and useful things about the state of the industry. Now I thought I'd share some tidbits publicly. Look out for a series of related posts over the coming weeks. To begin, let's consider the state of banking CX at a high level.
InMoment XI
JUNE 25, 2013
Back in November, 2008 the Corporate Executive Board proclaimed the Customer Effort Score™ or CES to be “the best measure of customer loyalty.” CES is derived from a question asked of customers who have recently contacted a company’s call center or experienced some other specific transaction with that company. “How much effort did you personally.
InMoment XI
JUNE 25, 2013
Back in November, 2008 the Corporate Executive Board proclaimed the Customer Effort Score™ or CES to be “the best measure of customer loyalty.” CES is derived from a question asked of customers who have recently contacted a company’s call center or experienced some other specific transaction with that company. “How much effort did you personally.
InMoment XI
JUNE 24, 2013
In my last post, I started a list of tips for those interested in beginning their MR career. Today, I continue the advice/therapy. 3. Use your last name when announcing yourself over the phone to a recruiter or hiring manager. When people call me, I like to make them feel that I know exactly who. View Article.
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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
JUNE 24, 2013
In my last post, I started a list of tips for those interested in beginning their MR career. Today, I continue the advice/therapy. 3. Use your last name when announcing yourself over the phone to a recruiter or hiring manager. When people call me, I like to make them feel that I know exactly who.
InMoment XI
JUNE 24, 2013
In my last post, I started a list of tips for those interested in beginning their MR career. Today, I continue the advice/therapy. 3. Use your last name when announcing yourself over the phone to a recruiter or hiring manager. When people call me, I like to make them feel that I know exactly who.
InMoment XI
JUNE 19, 2013
For today’s Ride posting, I turn to my long time colleague, Ed Stalling, who has a personal and touching tale on the role of technology vs. people – a great lesson that can be applied in organizations, dealerships, as well as in our personal lives. When mom. View Article.
InMoment XI
JUNE 19, 2013
For today’s Ride posting, I turn to my long time colleague, Ed Stalling, who has a personal and touching tale on the role of technology vs. people – a great lesson that can be applied in organizations, dealerships, as well as in our personal lives. When mom.
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
JUNE 19, 2013
For today’s Ride posting, I turn to my long time colleague, Ed Stalling, who has a personal and touching tale on the role of technology vs. people – a great lesson that can be applied in organizations, dealerships, as well as in our personal lives. When mom.
InMoment XI
JUNE 17, 2013
Last month I shared several interesting findings regarding the saving and planning behaviors of near and recent retirees. Today, however, I’m going to take a step back and ask, “Is there even such a thing as ‘retirement age’ anymore?” According to the latest findings of the 2013 Maritz Research Retirement Study (which were recently reported. View Article.
InMoment XI
JUNE 17, 2013
Last month I shared several interesting findings regarding the saving and planning behaviors of near and recent retirees. Today, however, I’m going to take a step back and ask, “Is there even such a thing as ‘retirement age’ anymore?” According to the latest findings of the 2013 Maritz Research Retirement Study (which were recently reported.
InMoment XI
JUNE 17, 2013
Last month I shared several interesting findings regarding the saving and planning behaviors of near and recent retirees. Today, however, I’m going to take a step back and ask, “Is there even such a thing as ‘retirement age’ anymore?” According to the latest findings of the 2013 Maritz Research Retirement Study (which were recently reported.
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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
JUNE 14, 2013
I had an amazing customer experience this week that I need to tell you about because it’s directly applicable to the automotive industry. My wife loves domaine de canton, a ginger flavored liqueur. Last Christmas I tried to track it down for her but couldn’t find it anywhere. I located the distributor who told. View Article.
InMoment XI
JUNE 14, 2013
I had an amazing customer experience this week that I need to tell you about because it’s directly applicable to the automotive industry. My wife loves domaine de canton, a ginger flavored liqueur. Last Christmas I tried to track it down for her but couldn’t find it anywhere. I located the distributor who told.
InMoment XI
JUNE 14, 2013
I had an amazing customer experience this week that I need to tell you about because it’s directly applicable to the automotive industry. My wife loves domaine de canton, a ginger flavored liqueur. Last Christmas I tried to track it down for her but couldn’t find it anywhere. I located the distributor who told.
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