InMoment XI
MARCH 1, 2012
… something fun today. I got the idea when walking through the Toronto autoshow with our oldest son. I was amazed at the crowds gathered around the Zonda R in the bowels of the convention center. Looks like exotic cars are still a draw for functions like this. Anyway, in talking to the guy at the. View Article.
Service Untitled
MARCH 2, 2012
Customer service should be a priority if organizations expect to expand their businesses with new customers while still retaining their current loyal clientele. Businesses are so inundated with such automated services as paying bills online, balancing bank accounts online, pressing 14 digit account numbers followed by pin numbers, our first pet’s name, our mother’s maiden name and the last four digits of our Social Security number, it almost seems that we all too commonly accept po
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Pretium Solutions
MARCH 1, 2012
“People may not remember exactly what you did, or what you said, but they will ALWAYS remember how you made them feel.”. I don’t recall who first said this, but it really resonates with me. And I believe it hits on what it takes to create an excellent customer experience. More on that in a bit. First, I have a confession to make. I have become addicted to the NBC show The Voice.
Annie Tsai
MARCH 1, 2012
That's right, it wasn't video. it was multi-tasking. How many times have you been on a conference call where you had to say "I'm sorry can you repeat the question?" I'll admit, it's happened to me. It's not right, but I'll own up to it. A lot of coworkers at my last company worked remotely, […].
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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
MARCH 1, 2012
… something fun today. I got the idea when walking through the Toronto autoshow with our oldest son. I was amazed at the crowds gathered around the Zonda R in the bowels of the convention center. Looks like exotic cars are still a draw for functions like this. Anyway, in talking to the guy at the.
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
MARCH 1, 2012
“People may not remember exactly what you did, or what you said, but they will ALWAYS remember how you made them feel.”. I don’t recall who first said this, but it really resonates with me. And I believe it hits on what it takes to create an excellent customer experience. More on that in a bit. First, I have a confession to make. I have become addicted to the NBC show The Voice.
Annie Tsai
MARCH 1, 2012
That’s right, it wasn’t video… it was multi-tasking. How many times have you been on a conference call where you had to say “I’m sorry can you repeat the question?” I’ll admit, it’s happened to me. It’s not right, but I’ll own up to it. A lot of coworkers at my last company worked remotely, […].
InMoment XI
MARCH 1, 2012
… something fun today. I got the idea when walking through the Toronto autoshow with our oldest son. I was amazed at the crowds gathered around the Zonda R in the bowels of the convention center. Looks like exotic cars are still a draw for functions like this. Anyway, in talking to the guy at the.
Service Untitled
FEBRUARY 29, 2012
This is the fourth and final part of my interview with Rob Siefker, the Director of the Customer Loyatly Team at Zappos. In this part of the interview, Rob talks about performance reviews, how Zappos encourages employees to further their knowledge (and pays them for doing so), what he thinks about seniority and tenure amongst call center agents, how Zappos handles scheduling, how the company encourages “personal emotional connections,” and finally, what Rob thinks companies can do to
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Pretium Solutions
MARCH 1, 2012
“People may not remember exactly what you did, or what you said, but they will ALWAYS remember how you made them feel.”. I don’t recall who first said this, but it really resonates with me. And I believe it hits on what it takes to create an excellent customer experience. More on that in a bit. First, I have a confession to make. I have become addicted to the NBC show The Voice.
Very Best Service
FEBRUARY 27, 2012
'Customer service guide : When designing a new customer service guide, executives could usefully draw parallels between customers finding their way in the market place and sailors navigating across unknown waters. More often than not, difficulties can be avoided by learning from the experience of others who have just followed the same path. The key to success is to capture that experience and make judicious use of all modern technologies and tools to guide customers through the buying process.
InMoment XI
FEBRUARY 27, 2012
I am pleased to once again welcome my California colleague, Dr. Scott Pimley to The Ride. As Director Of Solutions Architecture in Maritz’ Torrance office, Scott has 31+ years in the research industry so he brings a wealth of experience to the blog. Purchasing a new vehicle is a big decision and customers want. View Article.
Customer Interactions
FEBRUARY 27, 2012
'I am a single mom. No, a supermom. I like to say I have two jobs – my day job, and my rest of the day job. Most days the lines between the two blur and it all just seems to run together in one long marathon. But with the kind of work I do (marketing) – even if I’m working late, I can at least check my job at the door at the end of the day.
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.
Pretium Solutions
FEBRUARY 27, 2012
During customer service interactions, it is easy, natural and often tempting for even the most well-intentioned customer service providers to quickly develop perceptions and make assumptions about a customer’s needs and wants. However, problems can arise when those perceptions and assumptions are wrong. When customer service providers become skilled at listening for understanding and asking questions before jumping to conclusions, they set the stage for creating optimal customer experien
InMoment XI
FEBRUARY 27, 2012
I am pleased to once again welcome my California colleague, Dr. Scott Pimley to The Ride. As Director Of Solutions Architecture in Maritz’ Torrance office, Scott has 31+ years in the research industry so he brings a wealth of experience to the blog. Purchasing a new vehicle is a big decision and customers want.
InMoment XI
FEBRUARY 27, 2012
I am pleased to once again welcome my California colleague, Dr. Scott Pimley to The Ride. As Director Of Solutions Architecture in Maritz’ Torrance office, Scott has 31+ years in the research industry so he brings a wealth of experience to the blog. Purchasing a new vehicle is a big decision and customers want.
InMoment XI
FEBRUARY 27, 2012
During last week’s webinar with Forrester analyst Kerry Bodine, we discussed the importance of what she calls the “customer cascade,” which goes like this: Companies need to develop deep customer insight in order to design and deliver great customer experiences and ultimately reap the financial rewards that follow. Insight, action, result. It’s a true and beautiful pattern, and it’s been pretty well documented in recent years.
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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?
InMoment XI
FEBRUARY 27, 2012
During last week’s webinar with Forrester analyst Kerry Bodine, we discussed the importance of what she calls the “customer cascade,” which goes like this: Companies need to develop deep customer insight in order to design and deliver great customer experiences and ultimately reap the financial rewards that follow. Insight, action, result. It’s a true and beautiful pattern, and it’s been pretty well documented in recent years.
InMoment XI
FEBRUARY 27, 2012
During last week’s webinar with Forrester analyst Kerry Bodine, we discussed the importance of what she calls the “customer cascade,” which goes like this: Companies need to develop deep customer insight in order to design and deliver great customer experiences and ultimately reap the financial rewards that follow. Insight, action, result. It’s a true and beautiful pattern, and it’s been pretty well documented in recent years.
Pretium Solutions
FEBRUARY 28, 2012
Recently, I came across an interview of Rob Markey, co-author of the Ultimate Question 2.0 , about the current state of the Net Promoter Score movement. The interviewer, Peter Fader , is the co-director of The Wharton Customer Analytics Initiative and a Professor of Marketing at the Wharton Schoo l. In the course of their discussion , they spoke about how organizations must focus their efforts on catering to those most profitable customers that have proven their customer loyalty to the organiz
Pretium Solutions
FEBRUARY 27, 2012
During customer service interactions, it is easy, natural and often tempting for even the most well-intentioned customer service providers to quickly develop perceptions and make assumptions about a customer’s needs and wants. However, problems can arise when those perceptions and assumptions are wrong. When customer service providers become skilled at listening for understanding and asking questions before jumping to conclusions, they set the stage for creating optimal customer experien
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Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,
Pretium Solutions
FEBRUARY 28, 2012
Recently, I came across an interview of Rob Markey, co-author of the Ultimate Question 2.0 , about the current state of the Net Promoter Score movement. The interviewer, Peter Fader , is the co-director of The Wharton Customer Analytics Initiative and a Professor of Marketing at the Wharton Schoo l. In the course of their discussion , they spoke about how organizations must focus their efforts on catering to those most profitable customers that have proven their customer loyalty to the organiz
Pretium Solutions
FEBRUARY 27, 2012
During customer service interactions, it is easy, natural and often tempting for even the most well-intentioned customer service providers to quickly develop perceptions and make assumptions about a customer’s needs and wants. However, problems can arise when those perceptions and assumptions are wrong. When customer service providers become skilled at listening for understanding and asking questions before jumping to conclusions, they set the stage for creating optimal customer experien
Pretium Solutions
FEBRUARY 28, 2012
Recently, I came across an interview of Rob Markey, co-author of the Ultimate Question 2.0 , about the current state of the Net Promoter Score movement. The interviewer, Peter Fader , is the co-director of The Wharton Customer Analytics Initiative and a Professor of Marketing at the Wharton Schoo l. In the course of their discussion , they spoke about how organizations must focus their efforts on catering to those most profitable customers that have proven their customer loyalty to the organiz
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