Sat.Jul 19, 2014 - Fri.Jul 25, 2014

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How Well Do VoC Programs Support Key Roles? (Part 2 of 4)

InMoment XI

The answer is, unfortunately, pretty inconsistently. As discussed in the most recent post, we recently fielded a Benchmark Survey to put the results of our new online VoC Program Effectiveness Assessment in context. The survey yielded a number of interesting insights about current VoC programs and how they’re performing. Here we’ll look at how well.

Survey 200
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Do You Guarantee Your Customer Experience?

CX Journey

'Image courtesy of Tom with his Nikon Should companies offer guarantees for their products and services? Or is the better question, why don''t they? I saw a commercial the other day where the company offered a money-back guarantee for its product. That got me thinking, as these things often do, about guarantees. If we truly care about our customers, the customer experience, and keeping customers happy and returning, are guarantees a good idea?

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Say Hello to GetFeedback for Salesforce Desk.com

GetFeedback

We're excited to expand upon our existing partnership with Salesforce. GetFeedback for Desk.com will help fast-growing companies manage customer feedback.

Feedback 150
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The Why Factor

Storyminers

'Make a big shift in focus and start transforming your business by answering this question–why us? Why do you exist for your customer? Why are they really doing business with you?

Strategy 154
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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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How Well Do VoC Programs Support Key Roles? (Part 2 of 4)

InMoment XI

The answer is, unfortunately, pretty inconsistently. As discussed in the most recent post, we recently fielded a Benchmark Survey to put the results of our new online VoC Program Effectiveness Assessment in context. The survey yielded a number of interesting insights about current VoC programs and how they’re performing. Here we’ll look at how well.

Survey 200

More Trending

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True Grit: What Does It Take to be Successful

Daniel Group

'This topic may seem a little unusual for me to be blogging about. Perhaps it is but we are increasingly looking at the connection between how engaged employees are and how this impacts the quality of service an organization delivers and, ultimately, its financial success. I personally think that those people who feel successful at what they do are far more likely to be engaged with their life’s work.

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Three Questions that Help Define Contact Center Workload

Brad Cleveland Blog

One of the tenants of running an effective contact center is that you forecast and manage the totality of the center’s workload. Even in organizations that do a good job of handling primary contact channels, we too often find subsets of work that are unexpected, ill-defined, or not reflected in plans and schedules.

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How Well Do VoC Programs Support Key Roles? (Part 2 of 4)

InMoment XI

The answer is, unfortunately, pretty inconsistently. As discussed in the most recent post, we recently fielded a Benchmark Survey to put the results of our new online VoC Program Effectiveness Assessment in context. The survey yielded a number of interesting insights about current VoC programs and how they’re performing. Here we’ll look at how well.

Survey 200
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Customer Experience is the Path to Profit – New Independent Report Includes Strativity Research

Strativity

Hackensack, NJ (PRWEB) July 17, 2014. Strativity Group was cited in the July 2014 Forrester Research, Inc. report, How to Make the Case for Customer Experience. The report states: “Strativity worked with one of the largest mail operations in the world, whose mail carriers were ambivalent about addressing customer complaints. Its views quickly changed when Strativity was able to demonstrate that for each customer complaint, it would require 157 letters to be delivered to recover that cost.”.

Report 40
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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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Video Analytics: The Edge vs. Center Debate Continues

Customer Interactions

'Over the past decade, the reliability and functionality of video analytics have advanced to a point where, for many security operations, it is no longer a question of “should we use video analytics?” But rather, “How should we implement video analytics within our technical architecture?” There are two main options for implementing video analytics software and, depending on the environment, either can be effective.

Video 32
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Three Questions that Help Define Contact Center Workload

Brad Cleveland Blog

One of the tenants of running an effective contact center is that you forecast and manage the totality of the center’s workload. Even in organizations that do a good job of handling primary contact channels, we too often find subsets of work that are unexpected, ill-defined, or not reflected in plans and schedules.

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When Marketing Automation Goes Bad

InMoment XI

If you’re like me, you’re inundated with emails from marketers. This makes for a less-than-positive customer experience with companies in many cases. Marketing automation makes it easier (and cheaper) than ever to send communications with offers. However, it’s a lesson in quantity versus quality, and the old adage “just because you can, doesn’t mean you.

Marketing 200
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Friend or Foe: How Do Your Colleagues Perceive Your VoC/CX Program?

CX Journey

'Image courtesy of timlowly Today I''m pleased to share another guest post by Sarah Simon. An Interesting Conversation with a Neighbor Neighbor : So what do you do for a living again? Me : Neighbor : Oh, no, you don’t do that NPS bull$**t, do you? Uh oh. I smile, explaining that yes, in fact, designing, deploying, and analyzing Net Promoter Score and customer satisfaction survey programs is indeed part of what I do. “ But why do you call this BS?

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Navigating the Future: Unveiling Trends and Bold Predictions in Customer Experience

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?

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When Marketing Automation Goes Bad

InMoment XI

If you’re like me, you’re inundated with emails from marketers. This makes for a less-than-positive customer experience with companies in many cases. Marketing automation makes it easier (and cheaper) than ever to send communications with offers. However, it’s a lesson in quantity versus quality, and the old adage “just because you can, doesn’t mean you.

Marketing 200
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When Marketing Automation Goes Bad

InMoment XI

If you’re like me, you’re inundated with emails from marketers. This makes for a less-than-positive customer experience with companies in many cases. Marketing automation makes it easier (and cheaper) than ever to send communications with offers. However, it’s a lesson in quantity versus quality, and the old adage “just because you can, doesn’t mean you.

Marketing 200
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Benchmark Your Voice of Customer Program (Part 1 of 4)

InMoment XI

Voice of customer (VoC) and customer experience (CX) practitioners often ask, “How good is our program?” To help with this need Allegiance has created the new VoC Program Effectiveness Assessment to help you find an answer. The simple online tool walks you through a series of questions about your program and then, assuming you provide.

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Benchmark Your Voice of Customer Program (Part 1 of 4)

InMoment XI

Voice of customer (VoC) and customer experience (CX) practitioners often ask, “How good is our program?” To help with this need Allegiance has created the new VoC Program Effectiveness Assessment to help you find an answer. The simple online tool walks you through a series of questions about your program and then, assuming you provide.

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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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Benchmark Your Voice of Customer Program (Part 1 of 4)

InMoment XI

Voice of customer (VoC) and customer experience (CX) practitioners often ask, “How good is our program?” To help with this need Allegiance has created the new VoC Program Effectiveness Assessment to help you find an answer. The simple online tool walks you through a series of questions about your program and then, assuming you provide.

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Video: Customer Service 101

InMoment XI

What lessons can be learned when a service appointment at a car dealership goes south? Some thoughts to consider. Until next time. @christravell.

Video 200
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Video: Customer Service 101

InMoment XI

What lessons can be learned when a service appointment at a car dealership goes south? Some thoughts to consider. Until next time.

Video 200
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Customer Service 101

InMoment XI

What lessons can be learned when a service appointment at a car dealership goes south? Some thoughts to consider. Until next time.

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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