InMoment XI
MARCH 29, 2013
Okay, I used a crass headline to get your attention. But it turns out to be true. I recently stumbled upon a 2010 Consumer Reports study where Americans rated poor customer experiences like hidden fees and incomprehensible bills as more annoying than dog poop. And the fun doesn't stop there. By my count, eleven of the top twenty annoyances are customer experiences (and a few others are arguable).
Service Untitled
MARCH 19, 2013
Since 2007, Walmart department and discount stores repeatedly have been labeled with the dubious distinction of having the “worst customer service in America.” The Bentonville, Arkansas based retailer scored a 71 out of 100 rating; the lowest grade for customer service as rated by The American Customer Satisfaction Index (ACSI) , an independent national benchmark of customer satisfaction in the United States.
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Very Best Service
MARCH 9, 2013
'The customer service "great rotation " is inspired from the investment community''s current hot topic whereby worldwide money managers may reallocate part of their assets towards more risky investments, for example switching from fixed income instruments to equities. This is done in order to benefit from higher equity yields especially given that interest rates will have to stay low for a while to fuel the economic recovery.
Customer Interactions
MARCH 28, 2013
'Pundits have long debated the root causes of crime and how to combat it, such as investing in education, early intervention, and programs to reduce unemployment. Those may be successful strategies from a social perspective, but what about technology? Can technology also be a safe-city enabler? Here are three ways that cites can apply technology to enhance safety: Leverage Existing Security Systems to their Fullest Potential – Let’s face it – government agencies already invest
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.
Brad Cleveland Blog
MARCH 14, 2013
I am often asked, both by individuals and journalists who cover consumer-oriented topics, what consumers can do short of a rant on twitter (see tip 12), to get better service when interacting with organizations. Here are a dozen recommendations: 1. Be prepared. Know what you want and have relevant information ready (account information, statements, etc.). 2.
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
MARCH 29, 2013
Okay, I used a crass headline to get your attention. But it turns out to be true. I recently stumbled upon a 2010 Consumer Reports study where Americans rated poor customer experiences like hidden fees and incomprehensible bills as more annoying than dog poop. And the fun doesn't stop there. By my count, eleven of the top twenty annoyances are customer experiences (and a few others are arguable).
InMoment XI
MARCH 28, 2013
No, this is not about the 2000 movie telling the story of Nick Marshall and Darcy McGuire, but something more pertinent as automakers and dealers head into the 2013 spring selling season. If you are considering a strategy to bring more women to the brand or dealership, there are some things you need to consider. View Article.
InMoment XI
MARCH 28, 2013
To paraphrase a familiar saying—Data, data everywhere and not an answer in sight. Gone are the days when business people did not have enough data. Most of us have too much —way too much. Take customer experience professionals, for example. Organizations whose customer experience programs are transaction based routinely survey hundreds of thousands customers.
InMoment XI
MARCH 28, 2013
No, this is not about the 2000 movie telling the story of Nick Marshall and Darcy McGuire, but something more pertinent as automakers and dealers head into the 2013 spring selling season. If you are considering a strategy to bring more women to the brand or dealership, there are some things you need to consider.
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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
MARCH 28, 2013
To paraphrase a familiar saying—Data, data everywhere and not an answer in sight. Gone are the days when business people did not have enough data. Most of us have too much —way too much. Take customer experience professionals, for example. Organizations whose customer experience programs are transaction based routinely survey hundreds of thousands customers.
InMoment XI
MARCH 28, 2013
No, this is not about the 2000 movie telling the story of Nick Marshall and Darcy McGuire, but something more pertinent as automakers and dealers head into the 2013 spring selling season. If you are considering a strategy to bring more women to the brand or dealership, there are some things you need to consider.
InMoment XI
MARCH 28, 2013
To paraphrase a familiar saying—Data, data everywhere and not an answer in sight. Gone are the days when business people did not have enough data. Most of us have too much —way too much. Take customer experience professionals, for example. Organizations whose customer experience programs are transaction based routinely survey hundreds of thousands customers.
InMoment XI
MARCH 27, 2013
This post originally appeared as a podcast on Allegiance Radio. Do you care what your employees think? Is it worthwhile to build a Voice of the Employee (VOE) program? What are the benefits? Where do you start? We chatted with Bruce Parkinson, Director of Employee Engagement at Cummins, on an Allegiance episode last August. Bruce. View Article.
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InMoment XI
MARCH 27, 2013
The internet is all-a-twitter (pun intended….sorry) over the latest social media-induced brand crisis. This one is about the new Victoria’s Secret “Bright Young Things” ad campaign that many people feel inappropriately targets highly sexual underwear to tweens and teenagers. Much of the uproar has come through the social media channel, particularly from an open letter.
InMoment XI
MARCH 27, 2013
Listen to this episode: This post originally appeared as a podcast on Allegiance Radio. Do you care what your employees think? Is it worthwhile to build a Voice of the Employee (VOE) program? What are the benefits? Where do you start? We chatted with Bruce Parkinson, Director of Employee Engagement at Cummins, on an Allegiance.
InMoment XI
MARCH 27, 2013
The internet is all-a-twitter (pun intended….sorry) over the latest social media induced brand crisis. This one is about the new Victoria’s Secret “Bright Young Things” ad campaign that many people feel inappropriately targets highly sexual underwear to tweens and teenagers. You can read an ABC news article about it here. Much of the uproar has.
InMoment XI
MARCH 27, 2013
Listen to this episode: This post originally appeared as a podcast on Allegiance Radio. Do you care what your employees think? Is it worthwhile to build a Voice of the Employee (VOE) program? What are the benefits? Where do you start? We chatted with Bruce Parkinson, Director of Employee Engagement at Cummins, on an Allegiance.
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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
MARCH 27, 2013
The internet is all-a-twitter (pun intended….sorry) over the latest social media induced brand crisis. This one is about the new Victoria’s Secret “Bright Young Things” ad campaign that many people feel inappropriately targets highly sexual underwear to tweens and teenagers. You can read an ABC news article about it here. Much of the uproar has.
InMoment XI
MARCH 22, 2013
I've written in the past about some of the big challenges facing the customer experience (CX) discipline, such as a lack of real understanding among executives and a confusing tech market. Those issues are still around, but they've been pretty well documented lately and have CX leaders appropriately on guard. Now there's a more insidious threat on the horizon: tunnel vision.
InMoment XI
MARCH 22, 2013
I've written in the past about some of the big challenges facing the customer experience (CX) discipline, such as a lack of real understanding among executives and a confusing tech market. Those issues are still around, but they've been pretty well documented lately and have CX leaders appropriately on guard. Now there's a more insidious threat on the horizon: tunnel vision.
InMoment XI
MARCH 22, 2013
I've written in the past about some of the big challenges facing the customer experience (CX) discipline, such as a lack of real understanding among executives and a confusing tech market. Those issues are still around, but they've been pretty well documented lately and have CX leaders appropriately on guard. Now there's a more insidious threat on the horizon: tunnel vision.
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
MARCH 21, 2013
A recent business trip took me from London to Minneapolis and one particular restaurant experience really stood out – for all the right reasons. I was traveling alone so what else was I to do in Minneapolis on a Sunday but visit the Mall of America. After a few hours of wandering aisle after aisle. View Article.
InMoment XI
MARCH 21, 2013
A recent business trip took me from London to Minneapolis and one particular restaurant experience really stood out – for all the right reasons. I was travelling alone so what else was I to do in Minneapolis on a Sunday but visit the Mall of America. After a few hours of wandering aisle after aisle.
InMoment XI
MARCH 21, 2013
A recent business trip took me from London to Minneapolis and one particular restaurant experience really stood out – for all the right reasons. I was travelling alone so what else was I to do in Minneapolis on a Sunday but visit the Mall of America. After a few hours of wandering aisle after aisle.
InMoment XI
MARCH 20, 2013
Did you know that the typical response rate of Voice of Customer (VoC) programs ranges from 2% to 14%? In fact, survey developers who get a 10% response rate are usually happy, noting that it’s at the high end of “the industry standard.
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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
MARCH 20, 2013
Terry O’Reilly (@terryoinfluence) is a Canadian advertising executive and broadcaster who has a program on CBC Radio called ‘Under the Influence‘ It’s a fascinating weekly view into the world of marketing and advertising. This past weekend he presented a program entitled ‘Tales of Customer Service’ Make time to listen to it because those of us involved in.
InMoment XI
MARCH 20, 2013
Did you know that the typical response rate of Voice of Customer (VoC) programs ranges from 2% to 14%? In fact, survey developers who get a 10% response rate are usually happy, noting that it’s at the high end of “the industry standard.
InMoment XI
MARCH 20, 2013
Terry O’Reilly (@terryoinfluence) is a Canadian advertising executive and broadcaster who has a program on CBC Radio called ‘Under the Influence‘ It’s a fascinating weekly view into the world of marketing and advertising. This past weekend he presented a program entitled ‘Tales of Customer Service’ Make time to listen to it because those of us involved in.
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