Sat.Jul 12, 2014 - Fri.Jul 18, 2014

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What is the Purpose of Customer Satisfaction Surveys Anyway?

InMoment XI

Recently I completed a customer satisfaction survey for United Airlines after a particularly bad experience even by airline standards. I actually wanted to be contacted by the airline, but there is no place in their survey for a hot alert (request to be contacted). Instead at the end of their survey it says, “Comments or issues.

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Customer Service or Lip Service?

CX Journey

'In your company, is "customer focus" just a poster on the wall? Or is it a way of doing business? How many times have you walked into an establishment and been bombarded by posters or signs about customer satisfaction, listening to customers, great customer service, etc.? Do you wonder if those posters are just posters, i.e., all fluff and no stuff?

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Why the Comcast Customer Service Nightmare Happens and Why Nothing Ever Changes

Win the Customer

'Service providers often tie employee compensation with negative behavior, and the entire corporate culture is often toxic. This type of behavior is pervasive in corporate customer service and continues to take place.

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Which is More Valuable to You – an Inbound Phone Call or Email?

Joe Rawlinson

'I was listening to a recent episode of the ConversionCast podcast where they were discussing a test they ran on a website to try and collect more leads. The original page focused on just collecting information via an online form. The better performing page included a shortened form and an prominent phone number call to action. The company realized that a phone call lead was worth ten times more than a online form lead.

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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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What is the Purpose of Customer Satisfaction Surveys Anyway?

InMoment XI

Recently I completed a customer satisfaction survey for United Airlines after a particularly bad experience even by airline standards. I actually wanted to be contacted by the airline, but there is no place in their survey for a hot alert (request to be contacted). Instead at the end of their survey it says, “Comments or issues.

More Trending

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4 Stages of the Customer Experience Journey: Real-Life Lessons in Retail in the Online Age

Win the Customer

'Your customer experience journey can be judged on the effectiveness of discovery, engagement, usage and persuasion.

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App-Tip: Manipulating Data in the Account Summary Table

Amity

App-Tip. The Account Summary Table in Amity’s Portfolio app is a helpful tool that can provide as much, or as little detail about all or just a subset of your accounts. You can manipulate the data 4 ways: By hiding or reordering columns and. By sorting data on a specific column or grouping data and. By changing values directly in the editable fields.

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Video: Empathy for Comcast

InMoment XI

How to avoid being the next viral customer experience nightmare. Poor Comcast. No doubt you’ve heard about their latest customer service fiasco. They have some stellar offerings and great technology–it is unfortunate that they should be punished so harshly for another customer experience mistake. But the truth is, this sort of thing seems to. View Article.

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Torturous Touchpoints – What’s Lurking in Your Customer Journey?

Touchpoint Dashboard

'I read something today that left me shaking my head in utter disbelief. You’ve probably heard the story, as it’s gone viral. It’s about the Comcast customer service call from hell that tech journalist Ryan Block experienced when attempting to disconnect his cable. The call was so torturous, that Block decided to record a portion […].

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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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How To Balance The Risks And Returns Of Your B2B Marketing Investments

Influitive

If you’re a B2B marketing executive, you have to fill a number of roles: Leader. Innovator. Brand builder. Recruiter. Coach. In my experience, however, one of the most important is portfolio manager. (And no, I’m not talking about moonlighting as a number-crunching banker.). While leadership skills are listed in all marketing executive job descriptions, the role of portfolio manager is often overlooked.

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How Customer Success Accelerates Adoption

Amity

How do you determine if a customer has “adopted” your service or product? How do you accelerate adoption? Firstly, your organization should define adoption with respect your product or service. There are features and functionality that are “more sticky” that should influence your definition of adoption. That stickiness occurs when a user can’t effectively perform their day-to-day tasks without it – sure they can actually do their work but it will take more time, effort or both.

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What is the Purpose of Customer Satisfaction Surveys Anyway?

InMoment XI

Recently I completed a customer satisfaction survey for United Airlines after a particularly bad experience even by airline standards. I actually wanted to be contacted by the airline, but there is no place in their survey for a hot alert (request to be contacted). Instead at the end of their survey it says, “Comments or issues.

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Innovation and the Lowly Pallet

Daniel Group

'When the word “innovation” is mentioned we often think of the “big” innovations, such as the transistor, MRI, email and smartphones. However, beneath the headlines heralding these great breakthroughs lies the reality that innovation is happening all the time in every industry. Indeed, companies that have stayed successful over the years seem to place a great emphasis on innovation, even if the product they sell is rather pedestrian.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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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July 2014 News – New Fall CEM Program, What Taylor Swift Knows about Customer Experience and more

Strativity

. . July 2014 News . . Webcast. . Accelerate Cultural Transformation. Consistently engaged employees are the key to creating better customer experiences and loyal customers, but as companies struggle to keep up with the fast-paced world of cultural transformation they are losing the hearts and minds of their employees. Why? Because nobody likes change. .

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Read This Before You Hire Keynote Speakers or other Professional Public Speakers

Micah Solomon

'Are you planning on hiring a keynote speaker for a corporate event, industrywide conference, or executive summit? I’ve scored you some helpful advice for you here, because I know that hiring someone to speak can be disorienting. It isn’t something most buyers do every day, as the process is for those of us who speak professionally. (My personal interest in this is pretty direct.

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Video: Empathy for Comcast

InMoment XI

How to avoid being the next viral customer experience nightmare. Poor Comcast. No doubt you’ve heard about their latest customer service fiasco. They have some stellar offerings and great technology–it is unfortunate that they should be punished so harshly for another customer experience mistake. But the truth is, this sort of thing seems to.

Video 200
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Should we treat unprofitable customers as well as profitable ones?

MyCustomer

Voice of the Customer Should you stop serving unprofitable customers?

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Top 5 Ways to Optimize Your Loyalty Strategy

Speaker: Lauren Barash, Vice President, Brand Marketing

In an ever-evolving industry, building and retaining loyal customers is critical to the success of any restaurant business. Join Lauren Barash, VP of Brand Marketing at Full Course, as she delves into the world of restaurant loyalty programs, and reveals the top five essential strategies to optimize your approach! This webinar will explore: Loyalty trends and what you should be focusing on 📊 Actionable insights and ideas to help you develop the most powerful and effective loyalty program

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Making the Business Case for Security

Customer Interactions

'The date September 11, 2001 is not only a day that lives in infamy, it represents the high water mark for the corporate security industry. Companies rushed to hire marquee security directors or increase the profile and cache of their incumbent CSOs. They issued mandates to rebuild or dramatically enhance their security organizations. Resources flowed to security and many businesses afforded the CSO unprecedented access to, or even a seat at the executive table.

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How A Keynote Speaker Can (And Can’t) Transform Your Event

Micah Solomon

'My View From The Podium. As a professional keynote speaker , I know that the obvious part of my job is, well, obvious: I get up on a stage, freshly showered and dressed–me, not the stage–and kick off an event by speaking. For a brief amount of time, usually about an hour. What happens onstage during that brief amount of time is what I’d like to look at today.

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Empathy for Comcast

InMoment XI

How to avoid being the next viral customer experience nightmare. Poor Comcast. No doubt you’ve heard about their latest customer service fiasco. They have some stellar offerings and great technology–it is unfortunate that they should be punished so harshly for another customer experience mistake. But the truth is, this sort of thing seems to.

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Making Good Decisions

Brad Cleveland Blog

One thing we all have in common as leaders and managers is the challenge of making good decisions. And (probably no surprise), there’s a strong correlation between decision effectiveness and business performance, as illustrated by research referenced in this interesting (and meaty) article.

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Mapping Digital Transformation: Retail’s Strategic Shift

Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib

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Strativity Group Announces Next Customer Experience Management Certification Program – Fall 2014

Strativity

Hackensack, NJ (PRWEB) July 16, 2014. Strativity Group’s next Customer Experience Management (CEM) Certification program will be held in Orlando, FL., October 21-23, 2014. The program is designed to provide a multifaceted, interactive and overall empowering experience that will ensure participants are equipped with the tools they need to make Customer Centricity an organizational success.

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Video: Taking Your CE Program Global: So In Conclusion

InMoment XI

Differences in dealer processes do exist around the globe and may affect your final CE program design. And keep in mind that since we’re talking global, a small change can have a much bigger ripple effect in terms of cost and implementation. Some final thoughts regarding the design and implementation of a global customer experience program. View Article.

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Video: Taking Your CE Program Global: So In Conclusion

InMoment XI

Differences in dealer processes do exist around the globe and may affect your final CE program design. And keep in mind that since we’re talking global, a small change can have a much bigger ripple effect in terms of cost and implementation. Some final thoughts regarding the design and implementation of a global customer experience program.

Video 200
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Taking Your CE Program Global: So In Conclusion

InMoment XI

Differences in dealer processes do exist around the globe and may affect your final CE program design. And keep in mind that since we’re talking global, a small change can have a much bigger ripple effect in terms of cost and implementation. Some final thoughts regarding the design and implementation of a global customer experience program.

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions

💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!

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How to Win $1 Million Dollars from Netflix and Blend World Peace

InMoment XI

If you’re familiar with Netflix, you know the website can recommend what movies you like based on your ratings of other movies. In 2009, Netflix announced a competition: $1 million dollars to the best new recommender algorithm. Netflix supplied anyone with a dataset, but the test of accuracy would be applying the algorithm to people. View Article.

How To 200
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How to Win $1 Million Dollars from Netflix and Blend World Peace

InMoment XI

If you’re familiar with Netflix, you know the website can recommend what movies you like based on your ratings of other movies. In 2009, Netflix announced a competition: $1 million dollars to the best new recommender algorithm. Netflix supplied anyone with a dataset, but the test of accuracy would be applying the algorithm to people.

How To 200
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How to Win $1 Million Dollars from Netflix and Blend World Peace

InMoment XI

If you’re familiar with Netflix, you know the website can recommend what movies you like based on your ratings of other movies. In 2009, Netflix announced a competition: $1 million dollars to the best new recommender algorithm. Netflix supplied anyone with a dataset, but the test of accuracy would be applying the algorithm to people.

How To 200