InMoment XI
APRIL 3, 2014
The rain pounded on the roof of the conference center and thunder boomed in the background to create a rather ominous setting as presenters offered their predictions on the state of digital media marketing. Presenter after presenter shared ideas to help the audience engage with and understand their customers in a digital world. It was.
Kristina Evey
APRIL 4, 2014
'Who would you prefer to spend your money with – someone who gets to know you and values your business, or at a company where you feel like just another number? Customers are willing to spend more money on a product that they know is not necessarily “state of the art” based on the feeling that they are being treated well. Contrary to popular belief, buying decisions are not based on price, but by the feeling that the customer gets when they do business with us.
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Win the Customer
MARCH 29, 2014
'Getting to the point where customer service is good, or even great takes a long, long time. No matter who you are and how much experience you have, you''re going to suck at first.
PeopleMetrics
APRIL 2, 2014
'I recently sent out a pitch on HARO (Help A Reporter Out). If you haven’t gotten on the HARO bandwagon, you’re missing out. It is a fantastic network of news sources with journalists and expert opinions. And everyone’s technically an expert in something. So pro-tip: you sign up, you benefit. Last week I wrote on a bad customer service example in social media, " How To Disappoint Customers on Social Media: A Cautionary Twitter Tale " and was interested in exploring what custome
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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
APRIL 3, 2014
The rain pounded on the roof of the conference center and thunder boomed in the background to create a rather ominous setting as presenters offered their predictions on the state of digital media marketing. Presenter after presenter shared ideas to help the audience engage with and understand their customers in a digital world. It was.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Win the Customer
APRIL 1, 2014
'Why do customers still hold on to the need to for a human-to-human interaction, even when the information available with technology is much more abundant and accurate than relying solely upon a human being?
Amity
APRIL 2, 2014
Wow! The Customer Success Meetup has reached 127 members and is still growing strong. The advocacy marketing experts at Influitive hosted a great event at their cool new offices. About half of the audience was attending for the first time and most were in a Customer Success role. After kicking off the meeting, Julie Persofsky provided a brief introduction to Influitive and then handed the presentation over to Chad Horenfeldt.
InMoment XI
APRIL 3, 2014
The rain pounded on the roof of the conference center and thunder boomed in the background to create a rather ominous setting as presenters offered their predictions on the state of digital media marketing. Presenter after presenter shared ideas to help the audience engage with and understand their customers in a digital world. It was.
ForeSee
APRIL 2, 2014
'When I joined the mobile team at ForeSee, I was surprised at how many clients used ForeSee to measure and improve the web customer experience on desktop but were not. The post Three Reasons Why You Need to Measure the Mobile Experience Right Now appeared first on ForeSee.
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Win the Customer
MARCH 30, 2014
'If Apple designed a phone based on cell phone users of the early 2000''s we''d all be rocking Motorola Razrs and no one would have heard of the iPhone.
Touchpoint Dashboard
APRIL 2, 2014
'New Customer Experience Mapping Platform Allows Utilities to Gain Visibility into Customer Touchpoints E Source is pleased to announce the launch of JourneyHub, a journey-mapping platform that will allow utilities to easily trace customer touchpoints, share best practices as a community, and better understand how customers interact with and feel about their utility companies.
InMoment XI
APRIL 1, 2014
In recent months, I have had several conversations with organisations about fieldwork and specifically these conversations have been around telephone based surveys (CATI). Some organisations are of the opinion that all ‘good’ market research agencies provide the same quality CATI surveys so at least on this basis fieldwork is not a point of differentiation.
Customer Interactions
APRIL 4, 2014
'The 2014 World Cup in Brazil. The 2014 Commonwealth Games in Glasgow. The 2014 Asian Games in South Korea. These events are spread across the world stage, so what do they have in common? First is the obvious need for heightened security. In such large public events, security threats and operational situations can evolve fast and have negative, even catastrophic consequences.
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.
Win the Customer
MARCH 31, 2014
'The idea that everybody deserves quality is a fundamental Pixar concept. The experience creates positive emotional connections with every customer.
Brad Cleveland Blog
APRIL 4, 2014
Mobile is developing at lightning speed—literally by the day. It represents a serious threat to organizations that don’t evolve their services, but is a significant opportunity for those who shape strategies that meet or redefine customer expectations. Here’s a guide to getting started right.
InMoment XI
APRIL 1, 2014
In recent months, I have had several conversations with organisations about fieldwork and specifically these conversations have been around telephone based surveys (CATI). Some organisations are of the opinion that all ‘good’ market research agencies provide the same quality CATI surveys so at least on this basis fieldwork is not a point of differentiation.
Amity
APRIL 1, 2014
Product Update. Amity is introducing new capabilities to help our customers better manage accounts and contacts through the entire SaaS customer lifecycle. The new Portfolio App and Lifecycle App extend our existing suite of applications. The Portfolio App. Having a complete picture of every customer is integral to establishing trusted long-term relationships.
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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?
Win the Customer
APRIL 3, 2014
'Some organizations thrive, and it’s usually because of high performing sales and service teams being closely aligned around a clear customer experience.
Brad Cleveland Blog
APRIL 4, 2014
Mobile is developing at lightning speed—literally by the day. It represents a serious threat to organizations that don’t evolve their services, but is a significant opportunity for those who shape strategies that meet or redefine customer expectations. Here’s a guide to getting started right.
InMoment XI
APRIL 1, 2014
In recent months, I have had several conversations with organisations about fieldwork and specifically these conversations have been around telephone based surveys (CATI). Some organisations are of the opinion that all ‘good’ market research agencies provide the same quality CATI surveys so at least on this basis fieldwork is not a point of differentiation.
Service Untitled
APRIL 4, 2014
'Customers aren’t always right, but outstanding customer service representatives who can say yes to correct service issues are more likely to garner support and help an organization recover from mistakes. No matter how hard we try, at some time or at some location, there is bound to be a service breakdown and that impact on how the experience is resolved can ultimately affect future business.
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Amity
APRIL 3, 2014
In an ongoing effort to bring you information and insights from industry experts, Amity is pleased to announce the first post by guest contributor, Ed Powers, a senior executive with a passion for creating high performing organizations and founder of Service Excellence Partners. Sharp market segment focus helps your company and CSMs succeed. All Sales are Not Equal.
Brad Cleveland Blog
APRIL 2, 2014
As you role out the new channels made possible through mobile and social ecosystems, it’s important to uphold a strategy of quality management across all channels. The well-worn practices of monitoring, coaching and quality improvement for traditional channels should also be an inherent part of managing emerging mobile interactions.
Brad Cleveland Blog
APRIL 2, 2014
As you role out the new channels made possible through mobile and social ecosystems, it’s important to uphold a strategy of quality management across all channels. The well-worn practices of monitoring, coaching and quality improvement for traditional channels should also be an inherent part of managing emerging mobile interactions.
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.
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