InMoment XI
NOVEMBER 29, 2013
How much difference does the customer’s engagement make to the customer experience? Note: the customer’s engagement NOT customer engagement. Or, in other words, do you get treated better as a customer if you are nicer to a brand’s customer service team? You may think that it is a fairly obvious answer, but is it?
Amity
NOVEMBER 26, 2013
Technically speaking when a customer subscribes to your service, they perform the initial investment. They are investing in your service because it meets a need, solves a pain, gets a job done, or all of the above. On the surface, their investment is monetary in nature – monthly recurring revenue. But a customer’s investment in your service goes beyond a monthly financial transaction.
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Touchpoint Dashboard
NOVEMBER 23, 2013
'Touchpoint Measurement Challenges As we’ve outlined in Part I and Part II of our Touchpoint Measurement 101 series, a formal, ongoing and consistent touchpoint measurement system forms the backbone of any successful customer experience management program. But let’s face it. Touchpoint measurement is not the easiest thing in the world to do, especially if you […].
Customer Interactions
NOVEMBER 27, 2013
'As the use of smartphones and other mobile devices becomes more prevalent, we’ve grown accustomed to ‘capturing [and sharing] the moment’ on these devices using various apps like Instagram, WhatsApp, and Twitter. Think about spotting a celebrity or passing a witty billboard – we instinctively reach for our phones to share this information with others.
Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
InMoment XI
NOVEMBER 29, 2013
Holiday shopping season is painful at best: crowded parking lots; congested aisles where carts play bumper cars with each other; standing in long lines thinking there must be something else you need to search for on your phone. Now, throw two little kids into the mix…and, well, you get the picture. This was my past.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
InMoment XI
NOVEMBER 29, 2013
How much difference does the customer’s engagement make to the customer experience? Note: the customer’s engagement NOT customer engagement. Or, in other words, do you get treated better as a customer if you are nicer to a brand’s customer service team? You may think that it is a fairly obvious answer, but is it?
InMoment XI
NOVEMBER 29, 2013
Holiday shopping season is painful at best: crowded parking lots; congested aisles where carts play bumper cars with each other; standing in long lines thinking there must be something else you need to search for on your phone. Now, throw two little kids into the mix…and, well, you get the picture. This was my past.
InMoment XI
NOVEMBER 29, 2013
How much difference does the customer’s engagement make to the customer experience? Note: the customer’s engagement NOT customer engagement. Or, in other words, do you get treated better as a customer if you are nicer to a brand’s customer service team? You may think that it is a fairly obvious answer, but is it?
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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 29, 2013
Holiday shopping season is painful at best: crowded parking lots; congested aisles where carts play bumper cars with each other; standing in long lines thinking there must be something else you need to search for on your phone. Now, throw two little kids into the mix…and, well, you get the picture. This was my past.
InMoment XI
NOVEMBER 27, 2013
I mentioned in the last posting that we just finished up our Customer Experience Summit in Las Vegas. This was a great opportunity for clients and other leaders in the CE field to exchange ideas and learn what’s happening in this critical area for OEMs. At the conference we released the Maritz Customer Journey. View Article.
InMoment XI
NOVEMBER 27, 2013
I mentioned in the last posting that we just finished up our Customer Experience Summit in Las Vegas. This was a great opportunity for clients and other leaders in the CE field to exchange ideas and learn what’s happening in this critical area for OEMs. At the conference we released the Maritz Customer Journey.
InMoment XI
NOVEMBER 27, 2013
I mentioned in the last posting that we just finished up our Customer Experience Summit in Las Vegas. This was a great opportunity for clients and other leaders in the CE field to exchange ideas and learn what’s happening in this critical area for OEMs. At the conference we released the Maritz Customer Journey.
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InMoment XI
NOVEMBER 26, 2013
When I look at my mailbox fill up, the messages I almost always read are the ones that are relevant and provide value to me. The rest go into the Junk Mail folder. I have even set it up with an automated filter that filter out the providers that have proven to be valuable from. View Article.
InMoment XI
NOVEMBER 26, 2013
When I look at my mailbox fill up, the messages I almost always read are the ones that are relevant and provide value to me. The rest go into the Junk Mail folder. I have even set it up with an automated filter that filter out the providers that have proven to be valuable from.
InMoment XI
NOVEMBER 26, 2013
When I look at my mailbox fill up, the messages I almost always read are the ones that are relevant and provide value to me. The rest go into the Junk Mail folder. I have even set it up with an automated filter that filter out the providers that have proven to be valuable from.
InMoment XI
NOVEMBER 25, 2013
I was meeting with a well-known brand’s insight manager earlier this week and we had discussed the usual challenges that a medium sized retailer has. We had talked about some of our innovations and how they could help his brand improve customer satisfaction and loyalty. He nodded wisely – even appreciatively – when he cut.
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InMoment XI
NOVEMBER 25, 2013
You remember last week that we posed the questions: How do your customers respond to the (Maritz enabled) survey and when they do, how do you engage with them? Last week, we answered the first part and this week I’ll answer the second part. So, to pick up where we left off……. So, how do.
InMoment XI
NOVEMBER 25, 2013
One of the great things about working at Maritz is that although we are the world’s largest performance improvement company, turning over in excess of $1bn a year, because we are still privately held we can have a really flexible, boutique approach. This is especially useful for new innovations and technology which we can get to. View Article.
InMoment XI
NOVEMBER 25, 2013
In the last blog I introduced you to our mobile survey optimisation technology. Now I would like to show you how it fits in with our SmartProbe™ innovation – a unique online verbatim probing tool. Do you remember the old days when most surveys were telephone based? If there was a hesitation around an answer. View Article.
InMoment XI
NOVEMBER 25, 2013
I was fortunate enough to be a judge once more at the UK Customer Experience awards last week, writes Andy Wand. A very well run event with lots of candidates and brands across many sectors. It’s a long and busy day with judging (72 awards by numerous judging panels) in the morning followed by the.
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
NOVEMBER 25, 2013
Some friends of mine asked me to give up a workday and volunteer time at the local thrift store. Our local thrift store asks for volunteers to get the community more engaged in their efforts. In our community, the thrift store provides jobs to the under-employed, job training, and is also a great source of. View Article.
InMoment XI
NOVEMBER 25, 2013
When our Marketing department challenged us to come up with our Best Day Ever at Maritz stories, I thought back over the last seven years and had several different occasions come to mind. I thought of my unique interview experience when I first came to Maritz in 2006. I can’t share all the details, but.
InMoment XI
NOVEMBER 25, 2013
I was meeting with a well-known brand’s insight manager earlier this week and we had discussed the usual challenges that a medium sized retailer has. We had talked about some of our innovations and how they could help his brand improve customer satisfaction and loyalty. He nodded wisely – even appreciatively – when he cut.
InMoment XI
NOVEMBER 25, 2013
You remember last week that we posed the questions: How do your customers respond to the (Maritz enabled) survey and when they do, how do you engage with them? Last week, we answered the first part and this week I’ll answer the second part. So, to pick up where we left off……. So, how do.
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InMoment XI
NOVEMBER 25, 2013
One of the great things about working at Maritz is that although we are the world’s largest performance improvement company, turning over in excess of $1bn a year, because we are still privately held we can have a really flexible, boutique approach. This is especially useful for new innovations and technology which we can get to.
InMoment XI
NOVEMBER 25, 2013
In the last blog I introduced you to our mobile survey optimisation technology. Now I would like to show you how it fits in with our SmartProbe™ innovation – a unique online verbatim probing tool. Do you remember the old days when most surveys were telephone based? If there was a hesitation around an answer.
InMoment XI
NOVEMBER 25, 2013
I was fortunate enough to be a judge once more at the UK Customer Experience awards last week, writes Andy Wand. A very well run event with lots of candidates and brands across many sectors. It’s a long and busy day with judging (72 awards by numerous judging panels) in the morning followed by the.
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