Mon.May 02, 2016

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2016 Automotive Dealership Loyalty Study

InMoment XI

Automotive Dealership Loyalty Study Background Purpose of the Study: To determine the relationship between dealership satisfaction, dealership customer loyalty and dealership revenues. This was a follow-up study of 2009 and 2010 model year vehicle purchasers who returned MaritzCX’s New Vehicle Customer Study. Customers were asked about their vehicle service behaviors and vehicle repurchase behaviors since.

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Have You Hard Wired Service Recovery into Your Organization?

Wired and Dangerous

Customers today are Fickle –much quicker to leave if unhappy. They not only show a lower tolerance for error, they will exit just on account of plain old indifferent service. The hype of a brand name means little in deterring the disappointed customer’s exit. This means we need to become experts at fast, effective service recovery when customer disappointment occurs if we are to have a chance at preventing customer churn.

Apparel 85
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2016 Automotive Dealership Loyalty Study

InMoment XI

Automotive Dealership Loyalty Study Background Follow-up study of 2009 and 2010 model year vehicle purchasers who returned MaritzCX’s New Vehicle Customer Study: Two Data Sets All Respondents (n=12,875) Weighted to 2009 and 2010 vehicle sales by model Used for Sales to Service Loyalty analyses and service usage analyses Vehicle Replacers (n=5228) 5431 had replaced their.

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7 Tools for Server Management

transcosmos Information Systems

There’s no denying that technology plays a significant role in today’s business environment. Your business or company certainly uses technology in its daily operations, from simple encoding tasks and use of applications to the performance of more complex activities requiring various software and other devices—technology is indeed critical to a business’ success.

Tools 72
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The 2023 Verint Experience Index: Retail

Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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That’s some backwards research!… Or is it???

InMoment XI

A few years after graduating with my masters in marketing research, I returned to the University of Texas at Arlington to attend their semi-annual marketing research event. This is around mid-2000s. I had the great opportunity to watch a panel made up of representatives from two research firms and two client firms. The topic of. View Article.

Marketing 227

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2016 Automotive Dealership Loyalty Study

InMoment XI

Automotive Dealership Loyalty Study Background Purpose of the Study: To determine the relationship between dealership satisfaction, dealership customer loyalty and dealership revenues. This was a follow-up study of 2009 and 2010 model year vehicle purchasers who returned MaritzCX’s New Vehicle Customer Study. Customers were asked about their vehicle service behaviors and vehicle repurchase behaviors since.

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Marketing Maturity Model to Mobilize Mightiness

ClearAction

Marketing Maturity Model to Mobilize Mightiness Lynn Hunsaker. Marketing maturity models are falling short in empowering your organization’s mightiness. In sports skills , maturity matters because it puts your game at the top echelon of competition. In human development , maturity matters because it means wisdom, a well-rounded personality, capability for success under a variety of circumstances, and greater satisfaction in relationships.

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That’s some backwards research!… Or is it???

InMoment XI

A few years after graduating with my masters in marketing research, I returned to the University of Texas at Arlington to attend their semi-annual marketing research event. This is around mid-2000s. I had the great opportunity to watch a panel made up of representatives from two research firms and two client firms. The topic of.

Marketing 200
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Should Customer Service Agents Know All the Answers?

Tricia Morris

According to the American Express Customer Service Barometer , 99% of consumers surveyed say that getting a satisfactory answer or being connected to someone knowledgeable (98%) are the most important prerequisites to a great customer experience. It seems a simple expectation, but for many brands and organizations, it is a difficult one to fulfill as the length of time employees stay with one brand or organization continues to dwindle.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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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That’s some backwards research!… Or is it???

InMoment XI

A few years after graduating with my masters in marketing research, I returned to the University of Texas at Arlington to attend their semi-annual marketing research event. This is around mid-2000s. I had the great opportunity to watch a panel made up of representatives from two research firms and two client firms. The topic of.

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All you need to know about booking/complaining about holidays

Helen Dewdney

On Radio 5 today talking holidays so here are all the links to holiday related stuff: Make sure your holiday in the sun doesn’t burn a hole in your pocket advice on how to book a holiday and your legal rights. The essential knowhow regarding medical care when you book a holiday! all about health. The Minimalist Guide to Complain ing About Your Holiday your consumer rights, ATOL and ABTA.

Tips 55
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Ahead of Summit, A Chat With ForeSee CEO Pete Daffern

ForeSee

The entire team at ForeSee is excited for what’s ahead at this year’s Summit, but no one more than CEO Pete Daffern, who will discuss the new customer experience imperatives. The post Ahead of Summit, A Chat With ForeSee CEO Pete Daffern appeared first on ForeSee.

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Signs of a Great Leader: How to be a Good Boss

LiveChat

The worst thing about being a bad boss is that you don’t realize it. You think that your employees like you, enjoy working with and call you a good boss. Then, it suddenly turns out that conversations stop when you’re entering a room. And that you’re the only person that’s not invited to a party. You start to wonder what your employees think about you and you finally come to a conclusion that people dislike you only because you’re a manager.

How To 44
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The Open CCaaS Advantage Report

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

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John Mayhall’s Middle School Speech Mishap

Talkdesk

We’re counting down the days until our customer experience summit, Opentalk , on May 17th. In the lead-up to the big event, our team has been getting excited about the amazing thought leaders that will be taking the stage. (Of course, we haven’t forgotten about the one of a kind attendee experience we’ve created either!). As part of our preparations, we’ve taken the time to sit down with a few of our speakers, with the idea of getting to know them as people, rather than just as customer experien

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The Triple Crown of Great Customer Experience

Customer Interactions

On Becoming the American Pharaoh of Customer Experience

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You May ? Cars But You Don’t ? People

Steve DiGioia

another example of service with the least effort possible This original article was written by Steve DiGioia. Article after article, book after book and expert speaker after expert speaker consistently state that great customer service can only be provided by friendly and sincere efforts from the service provider. But how can that be done when the “service provider” never utters a word!