InMoment XI
JULY 19, 2012
I received an email customer satisfaction survey invitation a few weeks ago. In the interest of full disclosure, the survey was from a Maritz client and it was one I immediately recognized as a program we manage. But, that fact is immaterial to the issue I want to talk about, and truth be told, I.
Pretium Solutions
JULY 16, 2012
I sent my husband off to work today with our two St. Bernards, Otis and Rosie. Both stood on the back seat of his little car, one gigantic head sticking out of each back window, on their way to a very personal experience at the groomer – bath, brush and beautification. They are always an amusing sight that draws attention and smiles from passersby. My husband’s task is simple – drop off Otis and Rosie at the groomer on the way to a meeting, wrangle the collective 280 pounds of beasts into
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Service Untitled
JULY 20, 2012
The non emergency city and local call centers of 3-1-1 are a popular one-stop shopping conduit for citizens to report or question issues relating to city services. Either by using your phone to dial 3-1-1 or by using an online link, a resident can find out if the pothole on Military Trail in Palm Beach Gardens will be repaired or if Alternate A-1-A will reopen for traffic before the weekend animal adoption event.
Sampson Lee
JULY 20, 2012
I just read a blog post by Bob Thompson titled “Starbucks is customer-centric, because it listened… to ME.” To summarize the post in a few sentences: Bob is a regular customer of a Starbucks store near his house. He had an unsatisfactory experience with that store. He then wrote to Starbucks to voice his dissatisfaction. […].
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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
JULY 19, 2012
I received an email customer satisfaction survey invitation a few weeks ago. In the interest of full disclosure, the survey was from a Maritz client and it was one I immediately recognized as a program we manage. But, that fact is immaterial to the issue I want to talk about, and truth be told, I.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Service Untitled
JULY 16, 2012
I just finished reading Roadmap to Revenue : How To Sell The Way Your Customers Want To Buy ( Amazon.com link ). The book was written by Kristin Zhivago, a Revenue Coach and worldwide speaker who helps CEOs and entrepreneurs understand what customers really want and how they want to buy. In a nutshell, Roadmap to Revenue helps us understand the customer-centric instead of the common company-centric mindset.
Customer Interactions
JULY 18, 2012
'The City of Bethlehem (PA) Communications Center isn’t your typical 9-1-1 center. In addition to handling emergency calls, telecommunicators at the center monitor the city’s surveillance camera network. Since its inception in 2009, the wireless surveillance network has been credited with solving crimes and improving response times. But there’s another twist to the story that few know.
InMoment XI
JULY 19, 2012
I received an email customer satisfaction survey invitation a few weeks ago. In the interest of full disclosure, the survey was from a Maritz client and it was one I immediately recognized as a program we manage. But, that fact is immaterial to the issue I want to talk about, and truth be told, I.
Pretium Solutions
JULY 16, 2012
I sent my husband off to work today with our two St. Bernards, Otis and Rosie. Both stood on the back seat of his little car, one gigantic head sticking out of each back window, on their way to a very personal experience at the groomer – bath, brush and beautification. They are always an amusing sight that draws attention and smiles from passersby. My husband’s task is simple – drop off Otis and Rosie at the groomer on the way to a meeting, wrangle the collective 280 pounds of beasts into
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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
InMoment XI
JULY 17, 2012
If you ever have a chance to be in Japan, go to the Shibuya Station. Once there you will see the bronze statue of Hachiko, an Akita, that is the epitome of owner loyalty. If you know the story, the owner met the dog at the end of each day at the station and even. View Article.
InMoment XI
JULY 17, 2012
Recently, I took a family vacation back to my hometown in a little burg in Pennsylvania. This involved transporting my wife and my 2 and 4-year-old girls across country – literally planes, trains, and automobiles to get there. Needless to say we had many “service experiences” along our way. It’s always interesting to me how. View Article.
InMoment XI
JULY 17, 2012
If you ever have a chance to be in Japan, go to the Shibuya Station. Once there you will see the bronze statue of Hachiko, an Akita, that is the epitome of owner loyalty. If you know the story, the owner met the dog at the end of each day at the station and even.
InMoment XI
JULY 17, 2012
Recently, I took a family vacation back to my hometown in a little burg in Pennsylvania. This involved transporting my wife and my 2 and 4-year-old girls across country – literally planes, trains, and automobiles to get there. Needless to say we had many “service experiences” along our way. It’s always interesting to me how.
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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
JULY 17, 2012
If you ever have a chance to be in Japan, go to the Shibuya Station. Once there you will see the bronze statue of Hachiko, an Akita, that is the epitome of owner loyalty. If you know the story, the owner met the dog at the end of each day at the station and even.
InMoment XI
JULY 17, 2012
Recently, I took a family vacation back to my hometown in a little burg in Pennsylvania. This involved transporting my wife and my 2 and 4-year-old girls across country – literally planes, trains, and automobiles to get there. Needless to say we had many “service experiences” along our way. It’s always interesting to me how.
InMoment XI
JULY 16, 2012
The customer experience business discipline has no inherent connection to wow moments or cool technology. It’s about defining the right experiences for your company – given your customers’ needs and company’s strategy – and consistently delivering over time. As we encounter the standout stories, we should focus on why they actually make sense for the companies behind them and the customers in front of them.
InMoment XI
JULY 16, 2012
The customer experience business discipline has no inherent connection to wow moments or cool technology. It’s about defining the right experiences for your company – given your customers’ needs and company’s strategy – and consistently delivering over time. As we encounter the standout stories, we should focus on why they actually make sense for the companies behind them and the customers in front of them.
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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.
InMoment XI
JULY 16, 2012
The customer experience business discipline has no inherent connection to wow moments or cool technology. It’s about defining the right experiences for your company – given your customers’ needs and company’s strategy – and consistently delivering over time. As we encounter the standout stories, we should focus on why they actually make sense for the companies behind them and the customers in front of them.
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