Sat.Dec 11, 2010 - Fri.Dec 17, 2010

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Where’s VOC Going, Anyway? Answer: VOCi

InMoment XI

The focus of VOC is not to gather more surveys and data; it is to create actionable business intelligence that moves the needle. VOC practitioners are not great at this second part today, but getting better, and quickly. This is the reason VOC programs are gaining quick adoption now when they have stalled in the past. VOC best practices require a shift from data gathering, creating charts and reports, to providing prescriptive and predictive outcomes that support a business story.

Survey 200
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Is customer satisfaction exploited by the fine print?

Service Untitled

In Flanders, New Jersey, George Filimonchuk planned his Black Friday shopping expedition at Walmart. He received a flyer two days earlier advertising Walmart’s sale of a 32″ Emerson LCD television for $198 which Filimonchuk had planned to present to his teenage daughter Alexis for Christmas. He made arrangements for Alexis to sleep over at one of her friend’s home so he could be sure the television would be a surprise.

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Enhancing Customer Relationships With Social Media – Customer Spotlight

Annie Tsai

I’m on a journey to find small businesses that understand the importance of owning their social media presence. Today I had a great conversation with one of Demandforce’s customers – Bell Tire & Auto in Glendale, Arizona – where Dave Bankston injects a healthy dose of personality into the business’ Twitter and Facebook accounts. Spending […].

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The Command Center Is Outdated

Customer Interactions

'One of the most frequently heard remarks by security executives I’ve interviewed was that the security command center did not seem to keep up with the other business units of the organization. For example IT has a type of command center called a network operations center. IT security departments have their SOC (pronounced sock) or security operations center.

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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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Where’s VOC Going, Anyway? Answer: VOCi

InMoment XI

The focus of VOC is not to gather more surveys and data; it is to create actionable business intelligence that moves the needle. VOC practitioners are not great at this second part today, but getting better, and quickly. This is the reason VOC programs are gaining quick adoption now when they have stalled in the past. VOC best practices require a shift from data gathering, creating charts and reports, to providing prescriptive and predictive outcomes that support a business story.

Survey 200

More Trending

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Enhancing Customer Relationships With Social Media – Customer Spotlight

Annie Tsai

I’m on a journey to find small businesses that understand the importance of owning their social media presence. Today I had a great conversation with one of Demandforce’s customers – Bell Tire & Auto in Glendale, Arizona – where Dave Bankston injects a healthy dose of personality into the business’ Twitter and Facebook accounts. Spending […].

article thumbnail

Where’s VOC Going, Anyway? Answer: VOCi

InMoment XI

The focus of VOC is not to gather more surveys and data; it is to create actionable business intelligence that moves the needle. VOC practitioners are not great at this second part today, but getting better, and quickly. This is the reason VOC programs are gaining quick adoption now when they have stalled in the past. VOC best practices require a shift from data gathering, creating charts and reports, to providing prescriptive and predictive outcomes that support a business story.

Survey 200
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A Service Untitled Milestone

Service Untitled

Cheryl’s post yesterday marked an important milestone for Service Untitled – our 1,000th post. I started Service Untitled all the way back in April 2006 (you can see the full archives here ) and since then, the blog has grown into a leading blog on customer service and the customer service experience. We’ve published a lot of posts that I am very proud of, including a number of terrific interviews , book reviews , and more.

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Customer complaint procedures to make a difference

Service Untitled

No one is immune to lousy customer service, but I may be more critical because I write a daily blog about customer service and often my own experiences. Admittedly I most likely delve into more of the procedural nuances that separate good customer service and experiences with the “WOW&# services, but when it comes to poor service, I’m just as susceptible to the frustration as any of my family, neighbors, or coworkers.

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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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Overcoming Your Own "Not Me"

Annie Tsai

Remember the ghost that would run around in the Family Circus cartoons causing a bunch of mischief and get Billy, Dolly, Jeffy, and P.J. in trouble all the time? The kids all knew who he was. Time after time, Bil and Thelma would call the kids out on said naughtiness of the day and low […].

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Overcoming Your Own "Not Me"

Annie Tsai

Remember the ghost that would run around in the Family Circus cartoons causing a bunch of mischief and get Billy, Dolly, Jeffy, and P.J. in trouble all the time? The kids all knew who he was. Time after time, Bil and Thelma would call the kids out on said naughtiness of the day and low […].