InMoment XI
NOVEMBER 8, 2010
Think about the many customer touchpoints of your organization, and then think about the various departments in your organization that might be asking customers for feedback at each of those touchpoints. It can be quite overwhelming -- for you and for your customers! To make sense of it all, you should compile a Customer Feedback Map to accompany your Customer Touchpoint Map.
Service Untitled
NOVEMBER 12, 2010
There’s nothing more stimulating to get me to pull out my credit card and make a purchase than a particular customer service person who just has that “WOW’ affect. It’s written about in customer service handbooks; we recognize organizations who deliver these types of experiences, and we list the essentials of a great customer service person.
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Very Best Service
NOVEMBER 10, 2010
'A major challenge for service companies is to bridge the gap between customer expectations and service provision. This is actually extremely difficult to achieve as there is little reward for over delivery when the expectation is low but potential for a massive back-clash when the service levels are judged to be insufficient in the eyes of customers.
InMoment XI
NOVEMBER 8, 2010
Think about the many customer touchpoints of your organization, and then think about the various departments in your organization that might be asking customers for feedback at each of those touchpoints. It can be quite overwhelming -- for you and for your customers! To make sense of it all, you should compile a Customer Feedback Map to accompany your Customer Touchpoint Map.
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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
NOVEMBER 8, 2010
Think about the many customer touchpoints of your organization, and then think about the various departments in your organization that might be asking customers for feedback at each of those touchpoints. It can be quite overwhelming -- for you and for your customers! To make sense of it all, you should compile a Customer Feedback Map to accompany your Customer Touchpoint Map.
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
NOVEMBER 8, 2010
Assuming there are no waiting lines, would you opt to use a self-service kiosk at the airport to check-in or would you prefer to interact with an airline agent? It could be our own obsession with electronics and “click click&# we are so used to doing, or it could be our conscious or even unconscious desire to avoid business relationships. Many of us prefer to use the ATM machine instead of a bank teller because some simple banking tasks are quicker and less hassle than dealing with humans.
Service Untitled
NOVEMBER 9, 2010
Do you think lawyers conduct surveys about customer satisfaction ? Actually, most attorneys I have spoken with in the last few days maintain that client relationships don’t fall under the topic of customer service. They told me if their client has a problem with them, the client will tell them. Now we all know that’s not true; customers and clients are more likely to move on to another attorney because there’s always someone else trying to pull their client into another office.
Service Untitled
NOVEMBER 11, 2010
Applebee’s Restaurants plan to serve more than one million free meals to active, reserve, and veteran military service personnel across the country today in honor of Veteran’s Day. The date was originally chosen after World War I ended at the eleventh hour, of the eleventh day of the eleventh month in 1918. The holiday was originally named Armistice Day, but in 1954 President Dwight D.
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