InMoment XI
DECEMBER 16, 2011
For those who haven’t seen this video, this is cool. Sebastian Vettel at the wheel of the Red Bull simulator doing a lap of Spa. Why can’t all video games be like this? We talk a lot in the industry about “fun to drive.” This is fun to drive! Enjoy.
Service Untitled
DECEMBER 13, 2011
There are four key ways that senior leaders can make sure they stay in the loop regarding customer issues: 1. Spend Time Talking to Employees. Senior leaders should use a structured process for interacting with employees so front-line issues can be discussed. This is important for both leaders and as well as employees in that it makes workers feel valued but also helps senior management better understand the things staff are dealing with.
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Pretium Solutions
DECEMBER 10, 2011
A few days ago, I was drinking my morning coffee, skimming through my internet news updates when two headlines struck me – “Temper Tantrum Study: Children’s Episodes Involve Intertwined Feelings Of Anger, Sadness” and “What’s Behind A Temper Tantrum? Scientists Deconstruct The Screams.”. “Deconstruct the Screams”? Now that caught my attention – definitely worth a look.
Customer Interactions
DECEMBER 12, 2011
'If the tragic events of 9-11-2001 taught us one thing, it’s that a system that compartmentalizes information and relies on manual efforts to link critical data is doomed to be reactive and inefficient. This is true in the case of government agencies and private sector security/risk management as well. I know because I have experience in both worlds, first as a Special Agent in Charge and Assistant Director for the FBI, and later as a Corporate Security Executive for the largest bank in th
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InMoment XI
DECEMBER 12, 2011
It has been a joy to watch our clients’ Voice of Customer initiatives season and mature over the last few years. Some things do get better with age, and a finely-honed VoC initiative is no exception. This is a reminder, however, to continue sweating the small stuff. Specifically, I mean reacting to tactical customer feedback in a prompt fashion: Addressing customer concerns and complaints swiftly and sincerely with empathy, and responding quickly to customer compliments to reinforce their enthus
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Pretium Solutions
DECEMBER 10, 2011
A few days ago, I was drinking my morning coffee, skimming through my internet news updates when two headlines struck me – “Temper Tantrum Study: Children’s Episodes Involve Intertwined Feelings Of Anger, Sadness” and “What’s Behind A Temper Tantrum? Scientists Deconstruct The Screams.”. “Deconstruct the Screams”? Now that caught my attention – definitely worth a look.
InMoment XI
DECEMBER 12, 2011
It has been a joy to watch our clients’ Voice of Customer initiatives season and mature over the last few years. Some things do get better with age, and a finely-honed VoC initiative is no exception. This is a reminder, however, to continue sweating the small stuff. Specifically, I mean reacting to tactical customer feedback in a prompt fashion: Addressing customer concerns and complaints swiftly and sincerely with empathy, and responding quickly to customer compliments to reinforce their enthus
InMoment XI
DECEMBER 12, 2011
It has been a joy to watch our clients’ Voice of Customer initiatives season and mature over the last few years. Some things do get better with age, and a finely-honed VoC initiative is no exception. This is a reminder, however, to continue sweating the small stuff. Specifically, I mean reacting to tactical customer feedback in a prompt fashion: Addressing customer concerns and complaints swiftly and sincerely with empathy, and responding quickly to customer compliments to reinforce their enthus
Service Untitled
DECEMBER 16, 2011
In a global survey, Accenture wrote about deteriorating customer service and how most of us have at least switched one of our own service providers because we were displeased that our expectations had not been met. Now in the great realm of this very complicated world, happiness with a company might be perceived differently – that is depending on what we expect, how and of course to what extent.
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Pretium Solutions
DECEMBER 10, 2011
A few days ago, I was drinking my morning coffee, skimming through my internet news updates when two headlines struck me – “Temper Tantrum Study: Children’s Episodes Involve Intertwined Feelings Of Anger, Sadness” and “What’s Behind A Temper Tantrum? Scientists Deconstruct The Screams.”. “Deconstruct the Screams”? Now that caught my attention – definitely worth a look.
Pretium Solutions
DECEMBER 14, 2011
In Kishore Sengupta and Ludo Van der Heyden’s HBR blog article “Leadership Lessons of the Race to the South Pole,” they recap the conquest of the South Pole exactly 100 years ago and explore the leadership lessons learned from the famous race between two great explorers, Norway’s Roald Amundsen and Britain’s Robert Scott. Sengupta and Van der Heyden explain the key “differences between Amundsen’s and Scott’s strategy and leadership” and how these leadership style differences affected
Pretium Solutions
DECEMBER 14, 2011
In Kishore Sengupta and Ludo Van der Heyden’s HBR blog article “Leadership Lessons of the Race to the South Pole,” they recap the conquest of the South Pole exactly 100 years ago and explore the leadership lessons learned from the famous race between two great explorers, Norway’s Roald Amundsen and Britain’s Robert Scott. Sengupta and Van der Heyden explain the key “differences between Amundsen’s and Scott’s strategy and leadership” and how these leadership style differences affected
Pretium Solutions
DECEMBER 14, 2011
In Kishore Sengupta and Ludo Van der Heyden’s HBR blog article “Leadership Lessons of the Race to the South Pole,” they recap the conquest of the South Pole exactly 100 years ago and explore the leadership lessons learned from the famous race between two great explorers, Norway’s Roald Amundsen and Britain’s Robert Scott. Sengupta and Van der Heyden explain the key “differences between Amundsen’s and Scott’s strategy and leadership” and how these leadership style differences affected
Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali
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