InMoment XI
NOVEMBER 15, 2013
Let’s wrap up our series of posts about our 2013 Online Review Study. If you haven’t been following along, here are three white papers on the topic. Part One – Should you believe everything you read on online ratings and review sites? Part Two – Ubiquitous Reviews and Low Participation Part Three – Money Talks.
Amity
NOVEMBER 14, 2013
That’s when it’s back to the lab again, He better go capture the moment, And hope it don’t pass him by. Lose Yourself , Eminem. Competitive Advantage isn’t Sustainable. Power has shifted from vendors to customers. Using everyday digital technology, customers have ready access to information, people and resources. These empowered customers have higher expectations and lower loyalty than just a few years ago.
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Andrew Maher
NOVEMBER 13, 2013
I just came across an article from 1to1 (sorry, login wall) but the point was it brought to my attention a US bank and its jump into Customer Input in designing a mobile application. You can see more about this application on their own web page as well. [link] has won an award from Forrester for their […].
Very Best Service
NOVEMBER 12, 2013
'Customer service culture Establishing the right customer service culture is a vital part of any customer service policy and a pre-requisite for delivering the best service possible. Companies want to make sure that their employees behaviours are conditioned by a set of values and beliefs which will protect the interests of all customers during their sales, marketing and servicing efforts.
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 15, 2013
Let’s wrap up our series of posts about our 2013 Online Review Study. If you haven’t been following along, here are three white papers on the topic. Part One – Should you believe everything you read on online ratings and review sites? Part Two – Ubiquitous Reviews and Low Participation Part Three – Money Talks.
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
NOVEMBER 14, 2013
'A recent poll indicates that New Yorkers support the increased use of security cameras throughout the city. This begs the question: Is having more cameras better? While having more cameras is certainly a good start, using smarter video surveillance is an even better approach. So how can cities achieve this? Add intelligence to video with analytics By themselves, video cameras don’t see anything; they provide a mechanism for human eyes to detect what’s going on.
InMoment XI
NOVEMBER 15, 2013
Let’s wrap up our series of posts about our 2013 Online Review Study. If you haven’t been following along, here are three white papers on the topic. Part One – Should you believe everything you read on online ratings and review sites? Part Two – Ubiquitous Reviews and Low Participation Part Three – Money Talks.
Amity
NOVEMBER 15, 2013
What Really Happens with a Manual Process. Hooray! Four qualified and enthusiastic customer success managers have been recruited. The VP is well aware of the business goals – reduce churn, grow the lifetime value of every customer, and maybe even improving conversions sits with this organization. So you start by assigning a list of customer accounts to each customer success manager.
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InMoment XI
NOVEMBER 14, 2013
No doubt many of you are familiar with Hans Christian Andersen’s “The Emperor’s New Clothes.” Wikipedia describes it as a tale about “a vain Emperor who cares about nothing except wearing and displaying clothes who hires two swindlers who promise him the finest, best suit of clothes from a fabric invisible to anyone who is.
InMoment XI
NOVEMBER 14, 2013
No doubt many of you are familiar with Hans Christian Andersen’s “The Emperor’s New Clothes.” Wikipedia describes it as a tale about “a vain Emperor who cares about nothing except wearing and displaying clothes who hires two swindlers who promise him the finest, best suit of clothes from a fabric invisible to anyone who is.
InMoment XI
NOVEMBER 14, 2013
No doubt many of you are familiar with Hans Christian Andersen’s “The Emperor’s New Clothes.” Wikipedia describes it as a tale about “a vain Emperor who cares about nothing except wearing and displaying clothes who hires two swindlers who promise him the finest, best suit of clothes from a fabric invisible to anyone who is.
InMoment XI
NOVEMBER 12, 2013
Last Saturday, I went to Macy’s to get a watch repaired. The watch was purchased from Macy’s as an anniversary present. It was one of the few times my husband guessed right. (Don’t even get me started on the drugstore earrings debacle; we no longer speak of this incident.) I love this watch and I. View Article.
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InMoment XI
NOVEMBER 12, 2013
Last Saturday, I went to Macy’s to get a watch repaired. The watch was purchased from Macy’s as an anniversary present. It was one of the few times my husband guessed right. (Don’t even get me started on the drugstore earrings debacle; we no longer speak of this incident.) I love this watch and I.
InMoment XI
NOVEMBER 12, 2013
Last Saturday, I went to Macy’s to get a watch repaired. The watch was purchased from Macy’s as an anniversary present. It was one of the few times my husband guessed right. (Don’t even get me started on the drugstore earrings debacle; we no longer speak of this incident.) I love this watch and I.
Amity
NOVEMBER 13, 2013
The Southern Ontario Customer Success Meetup group was officially launched to great success last night. Over 30 customer success practitioners and SaaS executives convened to hear Paul Philp share Lessons Learned in Customer Success. The presentation included insights collected from over 150 interviews with leading SaaS companies. Even before the presentation began attendees started sharing the challenges they face in their customer success roles and organizations.
Amity
NOVEMBER 11, 2013
You will not have to worry about a dove in your bedroom, a tiger in your tank, or the giant in your toilet bowl. The revolution will put you in the driver’s seat. – Gil Scott-Heron, The Revolution Will Not Be Televised. In the late 1950s, as the construction of his first theme park neared completion, Walt Disney was asked what excited him most about Disneyland.
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.
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