InMoment XI
JULY 3, 2012
I have some homework for you as you plan your summer vacation. I want you to do some mystery shops for me. Try dropping in to various dealerships in and around where you live. Shop different brands, not just your own, and see what happens. It can be incredibly enlightening to see how you.
Service Untitled
JULY 3, 2012
Wachovia turned into Wells Fargo in March 2011. The conversion had been going on since 2008, and Wells Fargo promised to become more environmentally friendly and use less paper and forms. They also promised to have more in-house personnel to assist customers and to become more efficient. There’s no denying that the Wells Fargo branch I use in Jupiter, Fla. has had the best and brightest customer assistance I have ever had the pleasure to meet in a long line of mediocre banking institutions
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Pretium Solutions
JULY 16, 2012
I sent my husband off to work today with our two St. Bernards, Otis and Rosie. Both stood on the back seat of his little car, one gigantic head sticking out of each back window, on their way to a very personal experience at the groomer – bath, brush and beautification. They are always an amusing sight that draws attention and smiles from passersby. My husband’s task is simple – drop off Otis and Rosie at the groomer on the way to a meeting, wrangle the collective 280 pounds of beasts into
Customer Input
JULY 6, 2012
'An unforeseeable service outage could happen to any company, but it is not only technical crisis; it is also a customer relationship one. How prepared you are to inform customers through different channels will affect their perception of the company, and ultimately their loyalty.
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.
Sampson Lee
JULY 20, 2012
I just read a blog post by Bob Thompson titled “Starbucks is customer-centric, because it listened… to ME.” To summarize the post in a few sentences: Bob is a regular customer of a Starbucks store near his house. He had an unsatisfactory experience with that store. He then wrote to Starbucks to voice his dissatisfaction. […].
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
JULY 27, 2012
In business, being honest is essential to retaining loyal customers. Often you hear of customers turning away and not returning because they didn’t feel the company they were dealing with treated them honestly. So, if this was happening to your business, wouldn’t you want to know about it? Research provides an important manner to learn.
Service Untitled
JULY 9, 2012
British Airways has initiated a new customer service program called “Know Me.” The company claims the iPad based system is intended to proactively recreate “the feeling of recognition” a customer often delights in when they walk into their favorite restaurant and the maitre d’ or the owner of the establishment knows their name and greets them personally.
Pretium Solutions
JULY 5, 2012
One of the more well-known customer service goals is delighting your customers, a self-explanatory outcome for sure, but exactly how do you go about achieving this goal? More specifically, how do you get your customer-facing employees to delight your customers? Customer delight is created first by how we listen and then respond to the customer , not just how we respond to them.
Customer Input
JULY 6, 2012
An unforeseeable service outage could happen to any company, but it is not only technical crisis; it is also a customer relationship one. How prepared you are to inform customers through different channels will affect their perception of the company, and ultimately their loyalty.
Advertisement
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.
Customer Interactions
JULY 18, 2012
'The City of Bethlehem (PA) Communications Center isn’t your typical 9-1-1 center. In addition to handling emergency calls, telecommunicators at the center monitor the city’s surveillance camera network. Since its inception in 2009, the wireless surveillance network has been credited with solving crimes and improving response times. But there’s another twist to the story that few know.
Very Best Service
JULY 31, 2012
'With the increasing emphasis on customer service , more and more companies claim that they offer a very good service, the very best service even. But is it wise to blow your own trumpet? Any service delivery hick-up could then lead to a severe back clash, with many customers using the high quality service expectations set by the company as an excuse for complaining, mocking the company and thereby damaging its reputation.
InMoment XI
JULY 27, 2012
In business, being honest is essential to retaining loyal customers. Often you hear of customers turning away and not returning because they didn’t feel the company they were dealing with treated them honestly. So, if this was happening to your business, wouldn’t you want to know about it? Research provides an important manner to learn.
Service Untitled
JULY 31, 2012
Google, Facebook, and LinkedIn no longer maintain call centers claiming the costs are too high. Do these powerful organizations therefore view customer service as an operational cost rather than a marketing investment? In a study from CRM Guru, bad customer service accounts for 70 percent of customer attrition followed by poor quality at 30 percent, price at 25 percent, and functionality at 15 percent.
Advertisement
Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
Pretium Solutions
JULY 4, 2012
I recently attended the CXPA Members Insight Exchange in San Diego. It was an excellent conference with well over 100 customer experience professionals in attendance. The presentations about creating the right customer experience culture and programs were refreshing and insightful. The journey toward becoming a customer-centric organization is not an easy one.
Brad Cleveland Blog
JULY 1, 2012
Brad discusses steps you can take to ensure that your customers understand the access alternatives available to them. Brad discusses steps you can take to ensure that your customers understand the access alternatives available to them.
Customer Interactions
JULY 4, 2012
'Just think about what you''ve done in the last hour. Is it possible you were touched by a NICE security solution without even knowing it? With thousands of deployments worldwide in airports, transit systems, banks, major landmarks and city centers, NICE security solutions are making the world a safer, more secure place. In fact, in just one hour of a typical day, our solutions not only secure millions of people, they also help many different types of organizations improve their operations by wo
InMoment XI
JULY 27, 2012
In business, being honest is essential to retaining loyal customers. Often you hear of customers turning away and not returning because they didn’t feel the company they were dealing with treated them honestly. So, if this was happening to your business, wouldn’t you want to know about it? Research provides an important manner to learn.
Advertisement
Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?
InMoment XI
JULY 25, 2012
A few days ago I was attending a celebration dinner with my family, including my mother-in-law. As you might guess, my mother-in-law can be classified as an early baby boomer. I won’t be more specific than that as it might get me in serious trouble. So, back to the story. We were at dinner and. View Article.
InMoment XI
JULY 25, 2012
A few days ago I was attending a celebration dinner with my family, including my mother-in-law. As you might guess, my mother-in-law can be classified as an early baby boomer. I won’t be more specific than that as it might get me in serious trouble. So, back to the story. We were at dinner and.
InMoment XI
JULY 25, 2012
A few days ago I was attending a celebration dinner with my family, including my mother-in-law. As you might guess, my mother-in-law can be classified as an early baby boomer. I won’t be more specific than that as it might get me in serious trouble. So, back to the story. We were at dinner and.
InMoment XI
JULY 24, 2012
Learn how these leading companies are using new processes and technologies to generate more insights from existing data in the complimentary webinar “How to Fuel a Modern Customer Experience Program” on Tuesday, July 31, 2012, at 11 a.m. MT (1:00 p.m. ET). The webinar is sponsored by Allegiance and the American Marketing Association (AMA).
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.
InMoment XI
JULY 24, 2012
Roger Penske recently opened a combined Nissan and Infiniti dealership in San Francisco. This was intriguing, not only because he was able to put the dealership into an abandoned building thereby furthering urban renewal, but because it addresses the future challenge that will face all brands and dealerships in the not-too-distant future – the projected.
InMoment XI
JULY 24, 2012
Learn how these leading companies are using new processes and technologies to generate more insights from existing data in the complimentary webinar “How to Fuel a Modern Customer Experience Program” on Tuesday, July 31, 2012, at 11 a.m. MT (1:00 p.m. ET). The webinar is sponsored by Allegiance and the American Marketing Association (AMA).
InMoment XI
JULY 24, 2012
Roger Penske recently opened a combined Nissan and Infiniti dealership in San Francisco. This was intriguing, not only because he was able to put the dealership into an abandoned building thereby furthering urban renewal, but because it addresses the future challenge that will face all brands and dealerships in the not-too-distant future – the projected.
InMoment XI
JULY 24, 2012
Learn how these leading companies are using new processes and technologies to generate more insights from existing data in the complimentary webinar “How to Fuel a Modern Customer Experience Program” on Tuesday, July 31, 2012, at 11 a.m. MT (1:00 p.m. ET). The webinar is sponsored by Allegiance and the American Marketing Association (AMA).
Advertisement
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.
InMoment XI
JULY 24, 2012
Roger Penske recently opened a combined Nissan and Infiniti dealership in San Francisco. This was intriguing, not only because he was able to put the dealership into an abandoned building thereby furthering urban renewal, but because it addresses the future challenge that will face all brands and dealerships in the not-too-distant future – the projected.
InMoment XI
JULY 19, 2012
I received an email customer satisfaction survey invitation a few weeks ago. In the interest of full disclosure, the survey was from a Maritz client and it was one I immediately recognized as a program we manage. But, that fact is immaterial to the issue I want to talk about, and truth be told, I.
InMoment XI
JULY 19, 2012
I received an email customer satisfaction survey invitation a few weeks ago. In the interest of full disclosure, the survey was from a Maritz client and it was one I immediately recognized as a program we manage. But, that fact is immaterial to the issue I want to talk about, and truth be told, I.
Expert insights. Personalized for you.
307 
Let's personalize your content