Sat.Mar 15, 2014 - Fri.Mar 21, 2014

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Is your CXM Program Behind the 8-Ball?

InMoment XI

So it’s 2014. Has your CXM system really changed in the last decade? I mean, not just gone from mail to email, but fundamentally changed? If you aren’t thinking about the following, nay doing something about the following, you might be behind the times. So find a pen and paper and grade yourself on the. View Article.

System 200
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Fire, Ready, Aim Customer Service Will Always Fail. Great Experience Requires Preparation.

Win the Customer

'Without consistency in your service execution, one-off customer experiences can cause confusion and foster disappointment in your customers. Creating the framework for consistent excellence in service is key to long term customer delight.

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How To Disappoint Customers on Social Media: A Cautionary Twitter Tale

PeopleMetrics

'Last week we wrote about a bank that has exceptional customer service in our post “ How to Amaze Banking Customers: A Simple Story ” This week we are going to focus on a story that happened right in @PeopleMetrics Twitter feed. I had read an interesting article on Barclays Kenya ''s refocused customer experience efforts. So naturally, I pulled up Twitter and fired off a tweet at the bank, curious to know what their customer experience efforts were behind the scenes.

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Customer-Centric Transformation a no-brainer: Check out why!

Doug Leather

'I’m guilty! I admit that I’m a customer-centric evangelist because quite frankly, how else can you build meaningful competitive advantage? Customer-centricity is all about differentiation and it’s almost impossible to sustain differentiation around product, price and distribution footprint. But you can sustain differentiation around your customer knowledge, insights and understanding.

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From Data to Decisions: Maximizing Retail Potential with AI

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.

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Is your CXM Program Behind the 8-Ball?

InMoment XI

So it’s 2014. Has your CXM system really changed in the last decade? I mean, not just gone from mail to email, but fundamentally changed? If you aren’t thinking about the following, nay doing something about the following, you might be behind the times. So find a pen and paper and grade yourself on the.

System 200

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What can quantum theory teach us about customer experience?

Smith+co CX

'So let’s get a little Professor Brian Cox * here. On first glance, electrons appear to behave in a predictable wave-like pattern, but quantum theory tells us that in fact the picture is much more complex. A bit like customer experience really. When we think about customer experience, we classically think about the linear or circular journey. As we are all realising however, we’re having to completely re-think this approach since the continued growth of digital and social channels means the cust

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A New High Tech Solution to an Old Problem: Runway Incursions

Customer Interactions

'The FAA defines runway incursions as “any occurrence in the airport runway environment involving an aircraft, vehicle, person or object on the ground that creates a collision hazard or results in a loss of required separation with an aircraft taking off, intending to take off, landing, or intending to land.” Working with NICE Systems and UNICOM Government, security officials at Miami International Airport (MIA), one of the busiest airports in the U.S., have come up with an innovativ

Video 28
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Is your CXM Program Behind the 8-Ball?

InMoment XI

So it’s 2014. Has your CXM system really changed in the last decade? I mean, not just gone from mail to email, but fundamentally changed? If you aren’t thinking about the following, nay doing something about the following, you might be behind the times. So find a pen and paper and grade yourself on the.

System 200
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How to Win Over Skeptical Customers in a Skeptical Age of Informed Online Customers

Win the Customer

'Aggressive advertisements created a digital era where users were skeptical to the point that they rejected anything that felt like an advertisement. Even companies that attempt to run honest online marketing campaigns feel the cynicism.

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The State of Customer Onboarding 2024

Building lasting customer relationships has always been top-of-mind for businesses. However, in the last decade, organizations have recognized that the customer journey beyond the initial sale is as critical as the sale itself. Customer onboarding, or the customer’s first impression of you, is critical to forging lasting relationships and long-term success.

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The Problem with Daily Averages (and the Solution)

Brad Cleveland Blog

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The WHY, WHAT and HOW of Customer Success

Amity

You’ve probably read your fair share of information online about customer success. Specifically, and especially, if you are a SaaS company – there are several articles, whitepapers, webinars and blog posts that state how critical customer success is to your survival. But few have really laid out the why, what and how…until now. Daniella Degrace, a Founder Advisor for Amity and former Vice President, Customers Success at Radian6 (Salesforce), provides the answers.

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The Problem with Daily Averages (and the Solution)

Brad Cleveland Blog