InMoment XI
OCTOBER 1, 2013
Imagine, for a moment, the following scenario: Jane Doe has owned her 2008 Sunbeam Alpine for 5 years and just had it serviced by her dealer. A survey company, acting on behalf of and in the name of Sunbeam Motors, sends her a service satisfaction survey to follow up on the visit. Here’s Jane’s response.
Customer Input
OCTOBER 17, 2013
'Recent studies show loyalty programs are not effective at creating customer loyalty, but customer experience improvements are.
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Service Untitled
OCTOBER 29, 2013
'While Cupid may not have the reputation for worrying about customer service when it comes to thoughts of love, it’s clearly evident the diapered imp of romance has never had to deal with an epic proposal like Kanye West and Kim Kardashian in the middle of AT&T Park in San Francisco; all resplendent with a 50 piece orchestra and a $3 million 15 carat diamond ring.
Andrew Maher
OCTOBER 7, 2013
Paul Dunay loves marketing and has his own unique approach to it. He also has a nose for data and has been looking closely into how data and the customer experience play a role together. This is why he made an ideal interview partner on this CX404 show. Paul is a well known and recognised […] Paul Dunay loves marketing and has his own unique approach to it.
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Very Best Service
OCTOBER 9, 2013
'It is customer service week 7-13 October 2013. Time to celebrate. Surely this week is an opportunity to communicate to your employees and customers and ask then to join in a celebration of customer service. Only a few days to go so if you have not planned ahead here are a few ideas of things you could do. Please make sure that you take part in this 2013 customer service week, more and more of your customers are expecting you to.
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
OCTOBER 31, 2013
Yesterday I shared my experience with my Fitbit and how when I bought the newer version, Flex, I felt it just didn’t stack up. Fitbit’s customer care told me to take it back to the retailer, when all I really wanted was for the manufacturer to exchange it for a different version. To me, they. View Article.
Customer Input
OCTOBER 17, 2013
Recent studies show loyalty programs are not effective at creating customer loyalty, but customer experience improvements are.
Service Untitled
OCTOBER 15, 2013
'The buzz phrase “social listening,” also known as social media monitoring, can help organizations and businesses be more effective and build stronger brand relationships. For those of you who are unfamiliar with the concept, media marketing software combines both monitoring and analytics to help us listen, understand, and engage. Through Facebook and Twitter, conversations can be measured to help attract new customers, and ultimately these customers can become advocates helping our
Upwave
OCTOBER 21, 2013
The Washington Redskins have recently garnered criticism, most notably by sportscaster Bob Costas and President Obama , for a team name many consider to be racially offensive towards Native Americans. But a name change is certainly not on the horizon for the storied NFL program, according to the team’s owner Daniel Snyder. Given the high-profile debate, we at Upwave were curious to see how public opinion stacked up.
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Brad Cleveland Blog
OCTOBER 1, 2013
Click through these photos of aircraft paint jobs (courtesy of CNN Tavel) and try not to smile! My favorites: Kulula (This Way Up) and ANA’s panda theme. Yes, packaging matters!
Customer Interactions
OCTOBER 23, 2013
'Until recently, video content analytics (VCA) applications had primarily been considered a security technology. That though is changing. Advancements in VCA and system integration are creating opportunities for business insight that in turn can yield greater ROI for the entire organization. According to a recent study by the Loss Prevention Research Council, of the retailers who leverage IP video for retail applications outside of security, 93 percent report a positive impact on operations.
InMoment XI
OCTOBER 31, 2013
Yesterday I shared my experience with my Fitbit and how when I bought the newer version, Flex, I felt it just didn’t stack up. Fitbit’s customer care told me to take it back to the retailer, when all I really wanted was for the manufacturer to exchange it for a different version. To me, they.
InMoment XI
OCTOBER 31, 2013
Yesterday I shared my experience with my Fitbit and how when I bought the newer version, Flex, I felt it just didn’t stack up. Fitbit’s customer care told me to take it back to the retailer, when all I really wanted was for the manufacturer to exchange it for a different version. To me, they.
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
OCTOBER 30, 2013
The move from traditional customer satisfaction research to modern customer feedback management is a big change for most firms. To make it less daunting, John Carroll of Ipsos and I studied a number of companies that have – and have not – successfully made this transition. We found seven critical steps that most firms take. View Article.
InMoment XI
OCTOBER 30, 2013
The move from traditional customer satisfaction research to modern customer feedback management is a big change for most firms. To make it less daunting, John Carroll of Ipsos and I studied a number of companies that have – and have not – successfully made this transition. We found seven critical steps that most firms take.
InMoment XI
OCTOBER 30, 2013
The move from traditional customer satisfaction research to modern customer feedback management is a big change for most firms. To make it less daunting, John Carroll of Ipsos and I studied a number of companies that have – and have not – successfully made this transition. We found seven critical steps that most firms take.
InMoment XI
OCTOBER 28, 2013
This week I want to share with you something by my UK colleague, Charles Kirk. Charles provides some thoughts on the concern many automakers have on young people not buying cars. See what you think. — I was reading the British car magazine, Autocar, a little while ago (the world’s oldest car magazine, no less). 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
OCTOBER 28, 2013
This week I want to share with you something by my UK colleague, Charles Kirk. Charles provides some thoughts on the concern many automakers have on young people not buying cars. See what you think. @christravell I was reading the British car magazine, Autocar, a little while ago (the world’s oldest car.
InMoment XI
OCTOBER 28, 2013
This week I want to share with you something by my UK colleague, Charles Kirk. Charles provides some thoughts on the concern many automakers have on young people not buying cars. See what you think. @christravell I was reading the British car magazine, Autocar, a little while ago (the world’s oldest car.
InMoment XI
OCTOBER 24, 2013
In Part 1 we concluded by discussing the value of discovering patterns and improving the odds of getting a hit in baseball. Now imagine your most recent customer survey respondents.
InMoment XI
OCTOBER 24, 2013
In Part 1 we concluded by discussing the value of discovering patterns and improving the odds of getting a hit in baseball. Now imagine your most recent customer survey respondents.
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
OCTOBER 24, 2013
In Part 1 we concluded by discussing the value of discovering patterns and improving the odds of getting a hit in baseball. Now imagine your most recent customer survey respondents.
InMoment XI
OCTOBER 22, 2013
This is the third of a three-part series from my colleague Dr. David Ensing which discusses the results of Maritz Research’s 2013 Online Customer Review Study. Just like the previous postings, Dave provides valuable insight into the use and application of online review sites. Let me know if you have found this series valuable. View Article.
InMoment XI
OCTOBER 23, 2013
I regularly find myself without cash, but then who needs it anymore with credit/debit cards accepted almost everywhere. And now eBay, and more specifically its sister company PayPal, want to make it possible for you to leave the plastic at home too. And that’s just part of what they see as the future of the. View Article.
InMoment XI
OCTOBER 22, 2013
This is the third of a three-part series from my colleague Dr. David Ensing which discusses the results of Maritz Research’s 2013 Online Customer Review Study. Just like the previous postings, Dave provides valuable insight into the use and application of online review sites. Let me know if you have found this series valuable.
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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
OCTOBER 23, 2013
I regularly find myself without cash, but then who needs it anymore with credit/debit cards accepted almost everywhere. And now eBay, and more specifically its sister company PayPal, want to make it possible for you to leave the plastic at home too. And that’s just part of what they see as the future of the.
InMoment XI
OCTOBER 22, 2013
This is the third of a three-part series from my colleague Dr. David Ensing which discusses the results of Maritz Research’s 2013 Online Customer Review Study. Just like the previous postings, Dave provides valuable insight into the use and application of online review sites. Let me know if you have found this series valuable.
InMoment XI
OCTOBER 23, 2013
I regularly find myself without cash, but then who needs it anymore with credit/debit cards accepted almost everywhere. And now eBay, and more specifically its sister company PayPal, want to make it possible for you to leave the plastic at home too. And that’s just part of what they see as the future of the.
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