InMoment XI
FEBRUARY 28, 2014
We’ve all heard the phrase “What you don’t know can’t hurt you,” and we’ve probably just as often refuted its assertion. There are plenty of reasons why the unknown can hurt us. The following example effectively demonstrates this. I was recently on a call with a company that was looking at their Net Promoter Scores.
Win the Customer
FEBRUARY 22, 2014
'Customers wait 1 minute on hold before getting the run around from customer service, it''s not wonder they are always willing to switch to a competitor.
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Doug Leather
FEBRUARY 24, 2014
'I’ve long been a supporter of ‘Blue Ocean Strategy’ thinking. I’m also a firm believer that the greatest opportunities for business today lie with business model innovation – i.e. finding new ways to create, deliver and capture value. This enables the creation of uncontested market space – ripe for growth. Blue Ocean Strategy. Blue Ocean strategy, created by Professors W.
ForeSee
FEBRUARY 28, 2014
'The ForeSee E-Government Satisfaction Index (Q4 2013) Now Available Download the Report This quarter’s aggregate score for e-government websites (74.6 on the Index’s 100-point scale) is down slightly from last. The post ForeSee Releases New E-Government Satisfaction Index and Mobile Federal Government Benchmark appeared first on ForeSee.
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InMoment XI
FEBRUARY 28, 2014
We’ve all heard the phrase “What you don’t know can’t hurt you,” and we’ve probably just as often refuted its assertion. There are plenty of reasons why the unknown can hurt us. The following example effectively demonstrates this. I was recently on a call with a company that was looking at their Net Promoter Scores.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Customer Interactions
FEBRUARY 28, 2014
'While collaboration before, during and after incidents is as old as time, what is new is a wave of technologies that make it far easier to communicate and manage tasks, people and other resources in both public and private sectors. This marks a significant shift from individual organizations running siloed systems to a community of organizations sharing vital information that affects security, safety and operations.
InMoment XI
FEBRUARY 28, 2014
We’ve all heard the phrase “What you don’t know can’t hurt you,” and we’ve probably just as often refuted its assertion. There are plenty of reasons why the unknown can hurt us. The following example effectively demonstrates this. I was recently on a call with a company that was looking at their Net Promoter Scores.
Win the Customer
FEBRUARY 24, 2014
'Many businesses use outbound call center services in order to keep up with customer needs while still delivering an exceptional customer service experience.
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PeopleMetrics
FEBRUARY 27, 2014
'Those working as customer experience professionals are fighting to get attention from busy executives. How do we get executives to understand and care about the customer experience? In last week''s article, Creative Ideas to Gain Executive Attention and Empathy for Customers , we said that executives need to feel and truly understand who their customers are and what it is to be a customer of their company.
InMoment XI
FEBRUARY 26, 2014
Earlier this week, I shared the story of British clothing designer, Boden, and why I appreciate the personality that defines their catalogue, website and brand. This personality extends beyond marketing into their customer experience research through the use of clever, quirky and straightforward survey invitations signed personally by the founder. Customers today are looking to.
Win the Customer
FEBRUARY 24, 2014
'If you know a business that is losing time, money, and customers to mismanagement of customer service, maybe it’s time to host an intervention.
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.
InMoment XI
FEBRUARY 26, 2014
Earlier this week, I shared the story of British clothing designer, Boden, and why I appreciate the personality that defines their catalogue, website and brand. This personality extends beyond marketing into their customer experience research through the use of clever, quirky and straightforward survey invitations signed personally by the founder. Customers today are looking to.
InMoment XI
FEBRUARY 26, 2014
Earlier this week, I shared the story of British clothing designer, Boden, and why I appreciate the personality that defines their catalogue, website and brand. This personality extends beyond marketing into their customer experience research through the use of clever, quirky and straightforward survey invitations signed personally by the founder. Customers today are looking to.
InMoment XI
FEBRUARY 24, 2014
“Consumers are more and more aware that personality and profit can be compatible” – Trendwatching.com. The annual 2014 Trend Report by trendwatching.com, once again highlights a mega trend that has been on the rise for several years – the concept of “Human Brands.” As corporate distrust and disgust levels rise, consumers are gravitating toward brands.
InMoment XI
FEBRUARY 24, 2014
I recently moved from Los Angeles to Northwest Arkansas. So, as you might imagine, I have undergone somewhat of a culture shock in recent weeks. I have to admit, it hasn’t been all-bad. One thing that immediately strikes you here is that people are very nice. The 20 years in LA made me forget what it. View Article.
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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 24, 2014
“Consumers are more and more aware that personality and profit can be compatible” – Trendwatching.com. The annual 2014 Trend Report by trendwatching.com, once again highlights a mega trend that has been on the rise for several years – the concept of “Human Brands.” As corporate distrust and disgust levels rise, consumers are gravitating toward brands.
InMoment XI
FEBRUARY 24, 2014
I recently moved from Los Angeles to Northwest Arkansas. So, as you might imagine, I have undergone somewhat of a culture shock in recent weeks. I have to admit, it hasn’t been all-bad. One thing that immediately strikes you here is that people are very nice. The 20 years in LA made me forget what it.
InMoment XI
FEBRUARY 24, 2014
“Consumers are more and more aware that personality and profit can be compatible” – Trendwatching.com. The annual 2014 Trend Report by trendwatching.com, once again highlights a mega trend that has been on the rise for several years – the concept of “Human Brands.” As corporate distrust and disgust levels rise, consumers are gravitating toward brands.
InMoment XI
FEBRUARY 24, 2014
I recently moved from Los Angeles to Northwest Arkansas. So, as you might imagine, I have undergone somewhat of a culture shock in recent weeks. I have to admit, it hasn’t been all-bad. One thing that immediately strikes you here is that people are very nice. The 20 years in LA made me forget what it.
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InMoment XI
FEBRUARY 26, 2014
Today we post the last of 4 segments on The Future of Customer Experience. Thanks to those who have sent me notes. Any and all comments are certainly welcome. @christravell.
InMoment XI
FEBRUARY 26, 2014
Today we post the last of 4 segments on The Future of Customer Experience. Thanks to those who have sent me notes. Any and all comments are certainly welcome.
InMoment XI
FEBRUARY 26, 2014
Today we post the last of 4 segments on The Future of Customer Experience. Thanks to those who have sent me notes. Any and all comments are certainly welcome.
Win the Customer
FEBRUARY 25, 2014
'Customer satisfaction with brick and mortar retailers is at an all time high, up now three years in a row. Has retail finally figured out customer experience?
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
Win the Customer
FEBRUARY 27, 2014
'Despite its importance, very few companies are actually able to perfect the art of providing truly excellent customer service.
Win the Customer
FEBRUARY 27, 2014
'Mobile has been essential to engage with customers, but it takes more than a mobile contact channel for a complete customer experience and to make the sale. And customers expect there to be more.
Win the Customer
FEBRUARY 23, 2014
'When two of the worse customer service providers merge, can the result ever be better customer service?
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