InMoment XI

NOVEMBER 16, 2010

In Tamilnadu, South India, the chef is complimented following a well-cooked meal with the phrase “Kai Manam,” meaning the knowledge, care and soul the cook’s hands imparted to the meal. This is also true for Voice of the Customer champions who try to convey a similar sense to their customers through surveys, analysis and the action thereafter. By acquiring knowledge to understand the needs of the customer and communicating care, VOC experts strive to deliver improved products and services and cr

Survey 435

Survey Analysis Communication Customers 435

Service Untitled

NOVEMBER 17, 2010

Businesses work social media to help make them successful, but it is wise not to just rush in and set up Facebook and Twitter accounts without having a viable plan. While good reviews about a company’s product or services may build brand loyalty, a problem with a product or service can quickly escalate and get out of control. Social media is vulnerable to circumstances, content, and interpretation.

Social Media 48

Social Media Customer Service Strategy Customer Service Representative 48

Customer Interactions

NOVEMBER 13, 2010

'NICE’s Situation Management solution, NICE Situator, means different things to different people. For many, it’s the ultimate Command and Control Center system, combining Standard Operating Procedure (SOP) workflows and assorted systems into a single GUI that masks the reality that there are multiple systems working behind the scenes. When I click on a door on the GUI to open it, or on a camera to view, I don’t have to care what that door or camera is physically connected to.

Video 29

Video System Connections Management 29

InMoment XI

NOVEMBER 15, 2010

You spoke. We listened. Thanks for your input—now here is what we have done to improve your experience based on your input. This presents your golden opportunity to prove to the customer that you take the voice of the customer seriously and make lasting change as a result of customer input. Here you can reinforce the impact that the client can have by providing ad-hoc feedback and responding to your surveys.

Survey 200

Survey Feedback Communication Marketing 200

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Customers

InMoment XI

NOVEMBER 16, 2010

In Tamilnadu, South India, the chef is complimented following a well-cooked meal with the phrase “Kai Manam,” meaning the knowledge, care and soul the cook’s hands imparted to the meal. This is also true for Voice of the Customer champions who try to convey a similar sense to their customers through surveys, analysis and the action thereafter. By acquiring knowledge to understand the needs of the customer and communicating care, VOC experts strive to deliver improved products and services and cr

Survey 200

Survey Analysis Communication Customers 200

InMoment XI

NOVEMBER 16, 2010

In Tamilnadu, South India, the chef is complimented following a well-cooked meal with the phrase “Kai Manam,” meaning the knowledge, care and soul the cook’s hands imparted to the meal. This is also true for Voice of the Customer champions who try to convey a similar sense to their customers through surveys, analysis and the action thereafter. By acquiring knowledge to understand the needs of the customer and communicating care, VOC experts strive to deliver improved products and services and cr

Survey 200

Survey Analysis Communication Customers 200

InMoment XI

NOVEMBER 15, 2010

You spoke. We listened. Thanks for your input—now here is what we have done to improve your experience based on your input. This presents your golden opportunity to prove to the customer that you take the voice of the customer seriously and make lasting change as a result of customer input. Here you can reinforce the impact that the client can have by providing ad-hoc feedback and responding to your surveys.

Survey 200

Survey Feedback Communication Marketing 200

Service Untitled

NOVEMBER 19, 2010

It used to be my father and brothers enjoyed Thanksgiving Day for the good food and football, while my mother and I cleaned up and prepared for the biggest shopping event of the year. We would get up at 5:00 AM, and we were ready to join in the wild bewilderment of Black Friday. Now that I’m all grown up and technology has enriched my life with e-commerce, not only do I get to sleep past 5:00 AM and not have to wake up the dog to take him for a walk, I just gather my shopping list and turn

Social Media 44

Social Media Policies Customer Satisfaction Customer Service 44

Service Untitled

NOVEMBER 18, 2010

How effective are product reviews? More than 80% of retailers according to Customer Product Reviews: The New Generation, prominently feature product reviews on e-Commerce or e-Business websites. The best reviews come from people who have similar interests and similar lifestyles; not necessarily just from family or friends. It aids in business performance, feedback, and customer loyalty.

Retail 44

Retail Customer Confidence Customer Satisfaction Loyalty 44

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Communication

Service Untitled

NOVEMBER 16, 2010

In September, The New Yorker writer James Surowiecki posted “Are You Being Served?&# and brought up some interesting points about customer service and the lack thereof. He reiterated the Steven Slater 15 minutes of fame as the airline attendant slid away down the emergency chute after telling off a rude passenger. Slater became a sort of folk hero of customer service contempt by more than 200,000 people on his Facebook’s fan page.

Customer Service 43

Customer Service Self Service Poor Customer Service Airlines 43

Service Untitled

NOVEMBER 15, 2010

Rarely will our customers confide in us. Instead they just move on to our competition. Of course, that will never do, so periodically we need to assess ourselves, our service, our staff, and our product. So what’s the best way to find out how our customers really feel about us? Let’s start out by being specific and using a survey. We want to stay away from general questions.

Survey 43

Survey Customer Satisfaction Customer Confidence Customers 43