InMoment XI
FEBRUARY 28, 2013
Michael Allenson’s latest column in Survey Magazine titled Sunlight Kills Vampires and Causes Higher Ratings explores how consumer ratings vary from state to state. His third column also debuts our new Survey Says logo. Michael uses CEBenchmarks to reveal how customers in different parts of the country tend to have a positive or negative skew.
Service Untitled
FEBRUARY 6, 2013
The fast paced world of Twitter, Facebook, and Yelp combined with the technological advances of smart phones, interactive websites, and emails enable millions of users to make better informed decisions than ever before possible. There’s hardly a moment when someone isn’t consulting Google to learn more about a product, a person, or a service.
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ClearAction
FEBRUARY 25, 2013
Is Your Marketing Organization Ready to Change its MO? Gary Katz. It can sometimes be difficult to determine whether your company is ready to implement Marketing Operations. As described in 7 Deadly Sins of Marketing (previous blog post), Marketing Operations (MO) is an emerging discipline with the potential to significantly increase performance and accountability in complex marketing organizations.
Very Best Service
FEBRUARY 4, 2013
'Customer service web What can spiders web teach us about customer service? Over the years, they have perfected the art of building a structure which catches all. In many environment, if we leave them a little bit of time, they will construct a web to catch food. What about applying the same technique to customer service? Web based customer service would consist of a close knit network of multiple interactions with customers.
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.
Customer Interactions
FEBRUARY 7, 2013
'When a company invests in a solution such as PSIM the obvious reason is to improve security. But when’s the last time you heard “improved security” mentioned as a source of ROI? Yet, the potential ROI from security improvements can far outweigh any operational cost savings from PSIM. This is especially true in very sensitive industries where the cost of a security breach, the mishandling of a safety malfunction, or failure to comply with regulations can have huge financial imp
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
FEBRUARY 28, 2013
Michael Allenson’s latest column in Survey Magazine titled Sunlight Kills Vampires and Causes Higher Ratings explores how consumer ratings vary from state to state. His third column also debuts our new Survey Says logo. Michael uses CEBenchmarks to reveal how customers in different parts of the country tend to have a positive or negative skew.
Service Untitled
FEBRUARY 14, 2013
Buying a new car is a baffling and expensive experience for everyone; options have become so technical making it extremely difficult for car buyers to figure out what they need or really want. BMW recognizes the dilemma and has launched a new program called Genius Everywhere remarkably similar to the Genius Bar at Apple stores. In a story posted by industry marketer Advertising Age, the “geniuses” will be salaried personnel who will walk around BMW showrooms with iPads and provide in
InMoment XI
FEBRUARY 28, 2013
Michael Allenson’s latest column in Survey Magazine titled Sunlight Kills Vampires and Causes Higher Ratings explores how consumer ratings vary from state to state. His third column also debuts our new Survey Says logo. Michael uses CEBenchmarks to reveal how customers in different parts of the country tend to have a positive or negative skew.
InMoment XI
FEBRUARY 27, 2013
We all know that surveys can be powerful feedback tools. How satisfied are your employees? Employee satisfaction surveys can provide insights on their passions, stresses and ideas. How do your customers really feel about their latest purchase? Transactional surveys can help uncover customer insights and increase customer retention. Whether you're looking to gather information, identify and diagnose problems or uncover emerging opportunities, surveys can be a low-cost, highly effective tool for m
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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.
InMoment XI
FEBRUARY 27, 2013
We all know that surveys can be powerful feedback tools. How satisfied are your employees? Employee satisfaction surveys can provide insights on their passions, stresses and ideas. How do your customers really feel about their latest purchase? Transactional surveys can help uncover customer insights and increase customer retention. Whether you're looking to gather information, identify and diagnose problems or uncover emerging opportunities, surveys can be a low-cost, highly effective tool for m
InMoment XI
FEBRUARY 27, 2013
We all know that surveys can be powerful feedback tools. How satisfied are your employees? Employee satisfaction surveys can provide insights on their passions, stresses and ideas. How do your customers really feel about their latest purchase? Transactional surveys can help uncover customer insights and increase customer retention. Whether you're looking to gather information, identify and diagnose problems or uncover emerging opportunities, surveys can be a low-cost, highly effective tool for m
InMoment XI
FEBRUARY 25, 2013
We’ve all probably heard stories about a customer “blackmailing” a service provider by threatening to submit a poor customer satisfaction survey. I recently heard (on NPR’s “Wait Wait Don’t Tell Me” news quiz show) and read about (here) someone taking this to a new level in the social media world. Apparently someone came up with. View Article.
InMoment XI
FEBRUARY 25, 2013
We’ve all probably heard stories about a customer “blackmailing” a service provider by threatening to submit a poor customer satisfaction survey. I recently heard (on NPR’s “Wait Wait Don’t Tell Me” news quiz show) and read about (here) someone taking this to a new level in the social media world. Apparently someone came up with.
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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.
InMoment XI
FEBRUARY 25, 2013
We’ve all probably heard stories about a customer “blackmailing” a service provider by threatening to submit a poor customer satisfaction survey. I recently heard (on NPR’s “Wait Wait Don’t Tell Me” news quiz show) and read about (here) someone taking this to a new level in the social media world. Apparently someone came up with.
InMoment XI
FEBRUARY 22, 2013
Did you know that improving client relationships at the account level is one of the most powerful ways your sales team can grow pipeline and revenue? But that's not what most B2B organizations do. How about yours? To experience 100%, 200% or 300% growth in key accounts, managers need to better understand what customers have to say. Join Jamie Ziegler, Allegiance sales/customer loyalty expert, on Tuesday, February 26th for a complimentary webinar to learn the five key components of a successful c
InMoment XI
FEBRUARY 22, 2013
Okay. I’ll admit that I’m a bit of an app junkie and have tried many of the apps in the Apple App Store but only 120 have a home on my iPhone or iPad Mini. Since I’m a list maker, my favorite app is the Grocery Gadget which allows you to make shopping lists and. View Article.
InMoment XI
FEBRUARY 22, 2013
Did you know that improving client relationships at the account level is one of the most powerful ways your sales team can grow pipeline and revenue? But that's not what most B2B organizations do. How about yours? To experience 100%, 200% or 300% growth in key accounts, managers need to better understand what customers have to say. Join Jamie Ziegler, Allegiance sales/customer loyalty expert, on Tuesday, February 26th for a complimentary webinar to learn the five key components of a successful c
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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
FEBRUARY 22, 2013
Okay. I’ll admit that I’m a bit of an app junkie and have tried many of the apps in the Apple App Store but only 120 have a home on my iPhone or iPad Mini. Since I’m a list maker, my favorite app is the Grocery Gadget which allows you to make shopping lists and.
InMoment XI
FEBRUARY 22, 2013
Did you know that improving client relationships at the account level is one of the most powerful ways your sales team can grow pipeline and revenue? But that's not what most B2B organizations do. How about yours? To experience 100%, 200% or 300% growth in key accounts, managers need to better understand what customers have to say. Join Jamie Ziegler, Allegiance sales/customer loyalty expert, on Tuesday, February 26th for a complimentary webinar to learn the five key components of a successful c
InMoment XI
FEBRUARY 22, 2013
Okay. I’ll admit that I’m a bit of an app junkie and have tried many of the apps in the Apple App Store but only 120 have a home on my iPhone or iPad Mini. Since I’m a list maker, my favorite app is the Grocery Gadget which allows you to make shopping lists and.
InMoment XI
FEBRUARY 21, 2013
Auto shows have the effect of breaking the cold tedium that seems to set in this time of year. The Chicago show just finished its run on February 18th and New York starts March 29th. The Canadian International Auto Show is currently open in Toronto and is attracting large crowds. These things are expensive to. View Article.
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
FEBRUARY 21, 2013
Auto shows have the effect of breaking the cold tedium that seems to set in this time of year. The Chicago show just finished its run on February 18th and New York starts March 29th. The Canadian International Auto Show is currently open in Toronto and is attracting large crowds. These things are expensive to.
InMoment XI
FEBRUARY 21, 2013
Auto shows have the effect of breaking the cold tedium that seems to set in this time of year. The Chicago show just finished its run on February 18th and New York starts March 29th. The Canadian International Auto Show is currently open in Toronto and is attracting large crowds. These things are expensive to.
InMoment XI
FEBRUARY 20, 2013
I’m pleased to welcome Jamie Ziegler as the newest member of the Allegiance team. She is vp of our technology sector. Before coming to Allegiance, Jamie was vice president of global customer advocacy at VMware, where she specialized in customer retention, user experience, journey mapping, and change management. While at VMware, she also stopped by.
InMoment XI
FEBRUARY 20, 2013
Have you ever tried to take a survey designed for a PC on your mobile phone? Ugh! Were the graphics jumbled? Maybe you were so sick of zooming in to see the text and scrolling up and down and left and right to see the whole question— you just gave up? We’re in an industry. View Article.
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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
FEBRUARY 20, 2013
I’m pleased to welcome Jamie Ziegler as the newest member of the Allegiance team. She is vp of our technology sector. Before coming to Allegiance, Jamie was vice president of global customer advocacy at VMware, where she specialized in customer retention, user experience, journey mapping, and change management. While at VMware, she also stopped by.
InMoment XI
FEBRUARY 20, 2013
Have you ever tried to take a survey designed for a PC on your mobile phone? Ugh! Were the graphics jumbled? Maybe you were so sick of zooming in to see the text and scrolling up and down and left and right to see the whole question— you just gave up? We’re in an industry.
InMoment XI
FEBRUARY 20, 2013
I’m pleased to welcome Jamie Ziegler as the newest member of the Allegiance team. She is vp of our technology sector. Before coming to Allegiance, Jamie was vice president of global customer advocacy at VMware, where she specialized in customer retention, user experience, journey mapping, and change management. While at VMware, she also stopped by.
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