Sat.Nov 16, 2013 - Fri.Nov 22, 2013

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Video: 2013 Maritz Customer Experience Summit – Las Vegas

InMoment XI

We just finished up our 2013 Customer Experience Summit in Las Vegas – Understanding and Managing the Customer Journey – and there was a lot to talk about. Thanks to everybody who came. We really appreciate it. Here’s a few musings. And have a good weekend. @christravell PS One of the highlights of the. View Article.

Video 200
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The Good Stuff on Customer Success you should be Reading

Amity

Customer support and customer service have been around for decades. These were the necessary evils of the traditional sector – the old-model reactive break/fix cost center – to resolve problems resulting from breaks and service interruptions. The misconception with SaaS is that there is no longer a need for a team of this nature in today’s organization.

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The top remedies to quell ‘customer rage’

Service Untitled

'In the world of social media, where consumers publicly speak out against poor customer service, it has been estimated that U.S. businesses can lose $60 billion in future sales of goods and services. A recent report from a cloud contact provider stated 85% of consumers retaliate against a company with bad customer service. “Customer rage”, as it is called, has caused 49% of consumers from doing business with a particular organization, and interestingly enough, the 18 through 34 yea

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Time of Ambient Everything?

Andrew Maher

Just had to repost this here as it is a challenge to context and a move to ambient. Here the original post: [link] Computerworld – While shopping at the grocery store recently and wearing Google Glass, I got an incoming social media alert referring to a phrase used by the Pew Research Center: “ambient news.” Wait, […].

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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: 2013 Maritz Customer Experience Summit – Las Vegas

InMoment XI

We just finished up our 2013 Customer Experience Summit in Las Vegas – Understanding and Managing the Customer Journey – and there was a lot to talk about. Thanks to everybody who came. We really appreciate it. Here’s a few musings. And have a good weekend. @christravell PS One of the highlights of the.

Video 200

More Trending

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Hybrid Solutions Signal Shift in Physical Security Market

Customer Interactions

'Nothing raises my ire more than paying the monthly cable TV bill. Considering the few kids channels we use, the occasional sports game, nature channel show, or daily news, it always seems that I’m paying for way more than I need. When I question my cable company about it, the answer is always the same: “Why don’t you just pick from one of our great packages?

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Customer Service Accessibility

Brad Cleveland Blog

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2013 Maritz Customer Experience Summit – Las Vegas

InMoment XI

We just finished up our 2013 Customer Experience Summit in Las Vegas – Understanding and Managing the Customer Journey – and there was a lot to talk about. Thanks to everybody who came. We really appreciate it. Here’s a few musings. And have a good weekend. @christravell PS One of the highlights of the.

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How Amity Can Help With SaaS CAC Efficiency Cranks

Amity

Reducing customer acquisition cost (CAC) is critical to the success of any SaaS business. A recent blog post by Lincoln Murphy, The SaaS Myth and Misguided Optimization , introduced the concept of SaaS CAC Efficiency – in a nutshell, it’s not so much a metric but a new SaaS CAC point of view. Optimizing CAC is not just about paying less for a customer it’s about shortening the payback period.

Metrics 48
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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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14 Facts About Customer Experience

Annie Tsai

I love this infographic – simply said, delivering on customer experience delivers on long term growth.

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Customer Service Accessibility

Brad Cleveland Blog

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How Voice of Customer (VoC) Programs Really Deliver ROI

InMoment XI

Customer experience (CX) pros are constantly asked, and ask themselves, “What’s the ROI?” It’s a logical and important question, even though companies can get trapped by the desire to see clear financial ROI from every CX activity. Fortunately, there are a number of tried-and-true methods to model and measure ROI from overall improvements in customer experience.

ROI 200
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How Voice of Customer (VoC) Programs Really Deliver ROI

InMoment XI

Customer experience (CX) pros are constantly asked, and ask themselves, “What’s the ROI?” It’s a logical and important question, even though companies can get trapped by the desire to see clear financial ROI from every CX activity. Fortunately, there are a number of tried-and-true methods to model and measure ROI from overall improvements in customer experience.

ROI 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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How Voice of Customer (VoC) Programs Really Deliver ROI

InMoment XI

Customer experience (CX) pros are constantly asked, and ask themselves, “What’s the ROI?” It’s a logical and important question, even though companies can get trapped by the desire to see clear financial ROI from every CX activity. Fortunately, there are a number of tried-and-true methods to model and measure ROI from overall improvements in customer experience.

ROI 200
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What Happens in Vegas

InMoment XI

Last week’s trip to Las Vegas was probably the most profitable trip to Sin City that I’ve ever made. I didn’t lose any money gambling. I’ve found over the years that the only way to win in Vegas is to not lose. And for me, the only way to not lose is to not gamble.

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What Happens in Vegas

InMoment XI

Last week’s trip to Las Vegas was probably the most profitable trip to Sin City that I’ve ever made. I didn’t lose any money gambling. I’ve found over the years that the only way to win in Vegas is to not lose. And for me, the only way to not lose is to not gamble.

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What Happens in Vegas

InMoment XI

Last week’s trip to Las Vegas was probably the most profitable trip to Sin City that I’ve ever made. I didn’t lose any money gambling. I’ve found over the years that the only way to win in Vegas is to not lose. And for me, the only way to not lose is to not gamble.

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Top 5 Ways to Optimize Your Loyalty Strategy

Speaker: Lauren Barash, Vice President, Brand Marketing

In an ever-evolving industry, building and retaining loyal customers is critical to the success of any restaurant business. Join Lauren Barash, VP of Brand Marketing at Full Course, as she delves into the world of restaurant loyalty programs, and reveals the top five essential strategies to optimize your approach! This webinar will explore: Loyalty trends and what you should be focusing on 📊 Actionable insights and ideas to help you develop the most powerful and effective loyalty program

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The Top Three Frustrations With Online Surveys

InMoment XI

Ever had one of those days? You name it, it went wrong. Luckily the person that I was meeting was very understanding (and sympathetic). And, to be fair, they had far more pressing challenges than I had with my catalogue of catastrophes. Sometimes, you just get one of those days. Mine were mainly the gremlins. View Article.

Survey 200
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More Analytics From Your Text Analytics

InMoment XI

Structured survey questions are great tools for gathering customer feedback, but what if the real reason customers are unhappy isn’t a question on your survey? Open-ended feedback is potentially the most valuable feedback tool because it gives your customers the chance to talk about the issues that concern them most, even if there wasn’t a. View Article.

Analytics 200
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The Top Three Frustrations With Online Surveys

InMoment XI

Ever had one of those days? You name it, it went wrong. Luckily the person that I was meeting was very understanding (and sympathetic). And, to be fair, they had far more pressing challenges than I had with my catalogue of catastrophes. Sometimes, you just get one of those days. Mine were mainly the gremlins.

Survey 200
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Which Gremlins Do Not Love Mondays?

InMoment XI

Ever had one of those days? You name it, it went wrong. Luckily the person that I was meeting was very understanding (and sympathetic). And, to be fair, they had far more pressing challenges than I had with my catalogue of catastrophes. Sometimes, you just get one of those days. Mine were mainly the gremlins.

Meeting 200
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Mapping Digital Transformation: Retail’s Strategic Shift

Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib

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More Analytics From Your Text Analytics

InMoment XI

Structured survey questions are great tools for gathering customer feedback, but what if the real reason customers are unhappy isn’t a question on your survey? Open-ended feedback is potentially the most valuable feedback tool because it gives your customers the chance to talk about the issues that concern them most, even if there wasn’t a.

Analytics 200
article thumbnail

Which Gremlins Do Not Love Mondays?

InMoment XI

Ever had one of those days? You name it, it went wrong. Luckily the person that I was meeting was very understanding (and sympathetic). And, to be fair, they had far more pressing challenges than I had with my catalogue of catastrophes. Sometimes, you just get one of those days. Mine were mainly the gremlins.

Meeting 200
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More Analytics From Your Text Analytics

InMoment XI

Structured survey questions are great tools for gathering customer feedback, but what if the real reason customers are unhappy isn’t a question on your survey? Open-ended feedback is potentially the most valuable feedback tool because it gives your customers the chance to talk about the issues that concern them most, even if there wasn’t a.

Analytics 200