InMoment XI
SEPTEMBER 26, 2013
A few months ago, I posted a blog about the ABA Regulatory Compliance Conference and a new product we had rolled out. Well, I just wrapped up attending the American Banker’s Regulatory Symposium in Arlington, Virginia and NOT surprisingly the same key theme that emerged over and over – as discussed by Richard Cordray and. View Article.
Horizon CX
SEPTEMBER 30, 2013
'Being a Customer Experience (CX) professional and having studied and practiced the art and the science of this wonderful CX discipline for over nine years now, (all within one organization) I pause to reflect on what the net result is of all the hard and dedicated work that we CX professionals have accomplished thus far and what we are yet to accomplish.
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Aveus
SEPTEMBER 17, 2013
I started my career as a banker during a rapid period of deregulation. Banks weren’t sure what to do. Regulators were making up the new rules and literally publishing them every Tuesday when the DIDC (Depository Institutions Deregulatory Committee) would issue the changes for the week. Seriously. And consumers didn’t understand all that was happening but were trying to find their way.
Service Untitled
SEPTEMBER 4, 2013
'Most of us take great pride in the excellent products or services we provide, but let’s face it – there are many great organizations and service providers who do the same thing. So how do we set ourselves apart from our competition? Better yet, how do we deliver customer service above and beyond; services and products which shoot us out of that “good” box and upward towards the big blue sky of “great”?
Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
Very Best Service
SEPTEMBER 20, 2013
'Treat your customers like Royalty Should you treat all your customers like Royalty? We have written previously about whether to offer a standard customer service to all or tailor it to individual customers or group of customers. The debate rages on as tailored customer service will obviously be much more expensive to deliver. There is even an argument that tailoring is not actually required.
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
SEPTEMBER 26, 2013
Recently, I was talking to my son about my research and training in the area of Net Promoter Score®. I told him how I had found it to be a great metric that companies can use to gauge satisfaction. As I talked, I noticed the look on his face turn rather menacing. I asked him. View Article.
Smith+co CX
SEPTEMBER 26, 2013
'However, a recent feature by the Sunday Times found that despite all the investment in improving services, hotels all too often fail on the customer experience. So why is it that as brands get more sophisticated in their technology and more innovative in their attempts to dazzle us, they fail to deliver a great experience? It all comes down to basics - those fundamental things expected by guests but often forgotten by brands, in their eagerness to launch the next big thing.
Customer Interactions
SEPTEMBER 27, 2013
'I recently came across a book titled Why How We Do Anything Means Everything in Business. In this book, author Dov Seidman quotes legendary General Electric CEO Jack Welch: “There’s no secret to the what; the secret is in how. They (GE competitors) can know our model, but they cannot do it. They can’t copy our hows.” The book argues that organizations are very proficient at measuring “how much” but they struggle in measuring the “how” (in other wo
Service Untitled
SEPTEMBER 16, 2013
'This week was a drama-filled example of a customer “gone wild” when an incredibly frustrated customer service recording from Reddit was made public on YouTube. Picture a client, who for three hours tried in vain to get an issue resolved at an alleged home security organization, and went from agent to agent until finally customer service representative Michelle left a number for the client to call.
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Very Best Service
SEPTEMBER 3, 2013
'Customer service reputation One critical aspect of good customer service management is to be well aware of all the smoke signals sent by customer though all available channels including social media. If they are carefully monitored, captured and acted upon they can help create a positive feedback loop initiated by customers for the long term benefit of the company.
Pretium Solutions
SEPTEMBER 3, 2013
We can debate the merits of Net Promoter System (NPS) and whether it is the most effective and accurate measure of customer loyalty , but for many in-house and outsourced call centers, NPS has been selected as the customer loyalty metric, and that’s just the way it is. Love it or hate it, NPS is the metric, so that’s what we’re shooting for. “Ok, so how do we boost NPS and keep it up on a sustained basis?
InMoment XI
SEPTEMBER 26, 2013
A few months ago, I posted a blog about the ABA Regulatory Compliance Conference and a new product we had rolled out. Well, I just wrapped up attending the American Banker’s Regulatory Symposium in Arlington, Virginia and NOT surprisingly the same key theme that emerged over and over – as discussed by Richard Cordray and.
Upwave
SEPTEMBER 26, 2013
As “Breaking Bad” careens violently toward its series finale, many plot points are still up in the air: Will Walt escape the law? Will he reclaim his money from the Aryan Brotherhood? Does baby Holly stand any chance at avoiding severe psychological trauma? As an office full of “Breaking Bad” fans, we at Upwave were curious if viewers wanted a sympathetic ending for Walt despite his moral corrosion.
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Customer Interactions
SEPTEMBER 18, 2013
'What does it take to be a successful 9-1-1 telecommunicator? Certainly, solid listening and communication skills are key, as well as a certain ‘thick-skinnedness,’ calm under pressure, manual dexterity and multi-tasking abilities. Good old-fashioned detective skills typically aren’t part of the job description, but this year’s PSAPs’ Finest Telecommunicator of the Year was able to apply her quick thinking and sleuthing to help police nab the bad guy.
Service Untitled
SEPTEMBER 30, 2013
'Amazon is stepping up the customer service game for users of the new Kindle Fire HDX. For those of us who might be a tad technologically challenged or for any problem that might occur, Mayday is a built in remote support and instant helpline available to the consumer 24/7/365 days a year. So if you’re confused by the predecessors and have used YouTube videos or Googled your questions for years, the new age of customer service may be setting Amazon apart from their competition.
Brad Cleveland Blog
SEPTEMBER 29, 2013
How do you keep up? According to a recent IDC report, the digital universe will grow by a factor of 300 from 2005 to 2020, from 130 exabytes to 40,000 exabytes (John Gantz and David Reinsel, in “The Digital Universe in 2020,” IDC, December 2012.) The Edge of Service, Issue 4 (September 2013) is out.
Pretium Solutions
SEPTEMBER 3, 2013
We can debate the merits of Net Promoter System (NPS) and whether it is the most effective and accurate measure of customer loyalty , but for many in-house and outsourced call centers, NPS has been selected as the customer loyalty metric, and that’s just the way it is. Love it or hate it, NPS is the metric, so that’s what we’re shooting for. “Ok, so how do we boost NPS and keep it up on a sustained basis?
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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
SEPTEMBER 26, 2013
Recently, I was talking to my son about my research and training in the area of Net Promoter Score® I told him how I had found it to be a great metric that companies can use to gauge satisfaction. As I talked, I noticed the look on his face turn rather menacing. I asked him.
Upwave
SEPTEMBER 23, 2013
The e-cigarette industry is expected to clear $1 billion in 2013, and the success of the smokeless devices is reigniting the public smoking debate. Although marketed as a healthier alternative to traditional tobacco products, e-cigarettes lack an FDA ruling that backs the claim. And while the secondhand vapor produced by the devices hasn’t been shown to be harmful, many believe welcoming e-cigarette use in public places would erode the decades of progress made in banning public smoking.
Customer Interactions
SEPTEMBER 12, 2013
'How a Public Safety Answering Point can Achieve Situational Awareness The Public Safety Answering Point (PSAP) of the future is starting to take shape. We know that with Next Gen 9-1-1, emergency calls will no longer be just voice. Instead, they may include some combination of voice, texts, pictures, and video. Someday, as well, it is likely that video from public and private organizations will play a more central role in the PSAP, along with real-time video from patrol vehicles and body-worn c
InMoment XI
SEPTEMBER 26, 2013
A few months ago, I posted a blog about the ABA Regulatory Compliance Conference and a new product we had rolled out. Well, I just wrapped up attending the American Banker’s Regulatory Symposium in Arlington, Virginia and NOT surprisingly the same key theme that emerged over and over – as discussed by Richard Cordray and.
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
SEPTEMBER 26, 2013
Recently, I was talking to my son about my research and training in the area of Net Promoter Score ® I told him how I had found it to be a great metric that companies can use to gauge satisfaction. As I talked, I noticed the look on his face turn rather menacing. I asked.
InMoment XI
SEPTEMBER 24, 2013
A few weeks back we looked at who’s buying an electric vehicle in the US, where these customers are coming from, and how consideration of electric vehicles has changed over time. Somebody asked ‘What do the numbers look like for Canada?’ Here you go, and thanks for asking. Until next time. @christravell.
InMoment XI
SEPTEMBER 24, 2013
A few weeks back we looked at who’s buying an electric vehicle in the US, where these customers are coming from, and how consideration of electric vehicles has changed over time. Somebody asked ‘What do the numbers look like for Canada?’ Here you go, and thanks for asking. Until next time.
InMoment XI
SEPTEMBER 24, 2013
A few weeks back we looked at who’s buying an electric vehicle in the US, where these customers are coming from, and how consideration of electric vehicles has changed over time. Somebody asked ‘What do the numbers look like for Canada?’ Here you go, and thanks for asking. Until next time.
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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
SEPTEMBER 23, 2013
In July, I posted an article about the Maritz Research 2013 Online Customer Review study that showed about one in four consumers thought the information presented on dedicated review and rating sites is unfair. Part of the reason for the perceived unfairness was that customers were concerned about fake reviews. If you haven’t seen it.
InMoment XI
SEPTEMBER 23, 2013
In July, I posted an article about the Maritz Research 2013 Online Customer Review study that showed about one in four consumers thought the information presented on dedicated review and rating sites is unfair. Part of the reason for the perceived unfairness was that customers were concerned about fake reviews. If you haven’t seen it.
InMoment XI
SEPTEMBER 23, 2013
In July, I posted an article about the Maritz Research 2013 Online Customer Review study that showed about one in four consumers thought the information presented on dedicated review and rating sites is unfair. Part of the reason for the perceived unfairness was that customers were concerned about fake reviews. If you haven’t seen it.
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