Sat.Apr 07, 2012 - Fri.Apr 13, 2012

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Video: Customer Experience Lessons from Jack Nicholson

InMoment XI

In the film Five Easy Pieces, Jack Nicholson depicts the surly oil rig worker Robert Eroica Dupea. Shot in 1970, the chicken salad sandwich scene lives on in film history. The clip not only gives us good insight into Nicholson’s character, but 42 years later I believe it also gives us great insight into the. View Article.

Video 200
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Engrain Your Brand Vision in Your People & Excellent Customer Service Will Follow!

Pretium Solutions

Any customer experience may be so typical that sometimes you don’t even notice it anymore. You walk into a retail outlet, a fast food restaurant or a convenience store and the person serving you looks at you through bleary eyes, almost completely disinterested in your needs or wants, says a scripted “Can I help you?” and then embarks on the mostly disengaged process of filling your order.

Brands 60
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Sending flowers and customer service

Service Untitled

Mother’s Day is coming, and with that comes the busiest day of the year for florists. Many of us order our flowers over the phone or the Internet, and since holidays are a one shot deal when it comes to flowers being at their required destination on time, we as consumers hold florists to a high level of “flower” responsibility. This past Valentine’s Day, Washington Post’s Melissa Bell stated, “Love hath no fury like a flower customer scoffed.” It seems a

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Fishy customer service

Very Best Service

'What is the link between a fish and customer service ? Better hope that there are none. Unless you operate in the fish industry, it is better to avoid fishy customer service practices. There are no clear universal pointers as to what ''fishy'' means but it could include known sub-standard operations, unfair practices, insufficient documentation, misleading advertising and many more horrible items that we can not quote in a blog dedicated to good customer service.

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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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Video: Customer Experience Lessons from Jack Nicholson

InMoment XI

In the film Five Easy Pieces, Jack Nicholson depicts the surly oil rig worker Robert Eroica Dupea. Shot in 1970, the chicken salad sandwich scene lives on in film history. The clip not only gives us good insight into Nicholson’s character, but 42 years later I believe it also gives us great insight into the.

Video 200

More Trending

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Sending flowers and customer service

Service Untitled

Mother’s Day is coming, and with that comes the busiest day of the year for florists. Many of us order our flowers over the phone or the Internet, and since holidays are a one shot deal when it comes to flowers being at their required destination on time, we as consumers hold florists to a high level of “flower” responsibility. This past Valentine’s Day, Washington Post’s Melissa Bell stated, “Love hath no fury like a flower customer scoffed.” It seems a

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PSIM: The conversation’s changing

Customer Interactions

'As the dust settles from the ISC West conference in Las Vegas, I wanted to take a moment to reflect on what was most memorable to me. The exhibit hall was packed full of security vendors showcasing their products and services, and it drew an enormous crowd. The NICE booth was no exception. PSIM was the hot topic; and I must have had at least 100 intense exchanges – with customers, consultants, integrators, technology partners, press and vendors.

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Customer Experience Lessons from Jack Nicholson

InMoment XI

In the film Five Easy Pieces, Jack Nicholson depicts the surly oil rig worker Robert Eroica Dupea. Shot in 1970, the chicken salad sandwich scene lives on in film history. The clip not only gives us good insight into Nicholson’s character, but 42 years later I believe it also gives us great insight into the.

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Deliver Your Brand Vision in Your People & Excellent Customer Service Will Follow!

Pretium Solutions

If you and your company can truly. define your brand vision , what you and your products and services stand for, and. effectively communicate that brand vision to your front-line employees with engraining customer service training , then you will be able to imprint your brand image in the minds of your customers, and the brand itself will provide a lasting stimulus that will motivate your front-line workers to do so much more than simply mark their time.

Brands 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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Anatomy of a Service Visit

InMoment XI

A few weeks back on the The Ride I wrote about how the automotive industry placed third compared to other industries in our CE Benchmarks Study in delivering high levels of customer satisfaction. I’m here to tell you today that there are exceptions. As I write this, I’m sitting on a ceramic step of the. View Article.

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Anatomy of a Service Visit

InMoment XI

A few weeks back on the The Ride I wrote about how the automotive industry placed third compared to other industries in our CE Benchmarks Study in delivering high levels of customer satisfaction. I’m here to tell you today that there are exceptions. As I write this, I’m sitting on a ceramic step of the.

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Anatomy of a Service Visit

InMoment XI

A few weeks back on the The Ride I wrote about how the automotive industry placed third compared to other industries in our CE Benchmarks Study in delivering high levels of customer satisfaction. I’m here to tell you today that there are exceptions. As I write this, I’m sitting on a ceramic step of the.

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Ensuring Your VOE Program Has Staying Power

InMoment XI

You made the business case for an employee voice program, executed the survey, and responded to initial results. Now what? As the presenter of the case on the front end, you have an obligation to ensure this investment meets the promised rate of return. Here are some powerful ways to ensure the program delivers.

Survey 200
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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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Ensuring Your VOE Program Has Staying Power

InMoment XI

You made the business case for an employee voice program, executed the survey, and responded to initial results. Now what? As the presenter of the case on the front end, you have an obligation to ensure this investment meets the promised rate of return. Here are some powerful ways to ensure the program delivers.

Survey 200
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Ensuring Your VOE Program Has Staying Power

InMoment XI

You made the business case for an employee voice program, executed the survey, and responded to initial results. Now what? As the presenter of the case on the front end, you have an obligation to ensure this investment meets the promised rate of return. Here are some powerful ways to ensure the program delivers.

Survey 200
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Deliver Your Brand Vision in Your People & Excellent Customer Service Will Follow!

Pretium Solutions

If you and your company can truly. define your brand vision , what you and your products and services stand for, and. effectively communicate that brand vision to your front-line employees with engraining customer service training , then you will be able to imprint your brand image in the minds of your customers, and the brand itself will provide a lasting stimulus that will motivate your front-line workers to do so much more than simply mark their time.

Brands 40
article thumbnail

Engrain Your Brand Vision in Your People & Excellent Customer Service Will Follow!

Pretium Solutions

Any customer experience may be so typical that sometimes you don’t even notice it anymore. You walk into a retail outlet, a fast food restaurant or a convenience store and the person serving you looks at you through bleary eyes, almost completely disinterested in your needs or wants, says a scripted “Can I help you?” and then embarks on the mostly disengaged process of filling your order.

Brands 40
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The Open CCaaS Advantage Report

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

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Help Your Customer Service Agents Boost Net Promoter Score

Pretium Solutions

In my blog post last week, “Is Your Call Quality Sheet Capping Your Net Promoter Score?” , I wrote about how the typical call center call quality sheet encourages mediocre call quality and a lackluster customer experience. This is because the typical call center call quality process is anchored in the customer service agent’s compliance with a one-size-fits-all checklist rather than in the creation of an optimal customer experience with customer loyalty as the targeted outcome.

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Help Your Customer Service Agents Boost Net Promoter Score

Pretium Solutions

In my blog post last week, “Is Your Call Quality Sheet Capping Your Net Promoter Score?” , I wrote about how the typical call center call quality sheet encourages mediocre call quality and a lackluster customer experience. This is because the typical call center call quality process is anchored in the customer service agent’s compliance with a one-size-fits-all checklist rather than in the creation of an optimal customer experience with customer loyalty as the targeted outcome.

article thumbnail

Help Your Customer Service Agents Boost Net Promoter Score

Pretium Solutions

In my blog post last week, “Is Your Call Quality Sheet Capping Your Net Promoter Score?” , I wrote about how the typical call center call quality sheet encourages mediocre call quality and a lackluster customer experience. This is because the typical call center call quality process is anchored in the customer service agent’s compliance with a one-size-fits-all checklist rather than in the creation of an optimal customer experience with customer loyalty as the targeted outcome.

article thumbnail

Help Your Customer Service Agents Boost Net Promoter Score

Pretium Solutions

In my blog post last week, “Is Your Call Quality Sheet Capping Your Net Promoter Score?” , I wrote about how the typical call center call quality sheet encourages mediocre call quality and a lackluster customer experience. This is because the typical call center call quality process is anchored in the customer service agent’s compliance with a one-size-fits-all checklist rather than in the creation of an optimal customer experience with customer loyalty as the targeted outcome.

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Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

article thumbnail

Help Your Customer Service Agents Boost Net Promoter Score

Pretium Solutions

In my blog post last week, “Is Your Call Quality Sheet Capping Your Net Promoter Score?” , I wrote about how the typical call center call quality sheet encourages mediocre call quality and a lackluster customer experience. This is because the typical call center call quality process is anchored in the customer service agent’s compliance with a one-size-fits-all checklist rather than in the creation of an optimal customer experience with customer loyalty as the targeted outcome.