Sat.Oct 27, 2012 - Fri.Nov 02, 2012

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Master Manipulator or Customer Experience Superstar?

InMoment XI

Imagine a scenario where you are finalizing the details of your new car purchase. The sales person says to you “You will be getting a survey shortly. I’d appreciate it if you return it with all 5’s or my bonus will get dinged.” Or, perhaps, the sales person may be bold enough to ask for. View Article.

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Where Does Customer Experience Management Fit in an Organization?

Customer Input

'Customer experience is a multichannel, cross-departmental concern and while every department in the company affects the customer experience, the role of managing it should belong be a new, separate function with leverage across the organization.

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How customer service excels during disasters

Service Untitled

With over two million customers without power because of Hurricane Sandy, is it within the realm of possibilities that we can expect customer service to even scratch the surface of what we need or what we want? The first priorities must be with emergency services; getting the hospitals back to their work of saving people, and getting emergency public service personnel back to their desks so they may begin the enormous task of helping us to put our lives back together again.

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Sick of Waiting in Line? Video Analytics can Improve Customer Experience

Customer Interactions

'As a frequent international traveler, I spend a lot of time in airports. Like most travelers, my main focus is getting from one place to the next in as little time as possible. The process of check-in, security, passport control, and boarding are like a series of travel hurdles. If I get through them quickly, I’m happy. If not, I, like most of the others in line with me, start muttering a range of frustrated thoughts.

Video 36
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From Data to Decisions: Maximizing Retail Potential with AI

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.

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Master Manipulator or Customer Experience Superstar?

InMoment XI

Imagine a scenario where you are finalizing the details of your new car purchase. The sales person says to you “You will be getting a survey shortly. I’d appreciate it if you return it with all 5’s or my bonus will get dinged.” Or, perhaps, the sales person may be bold enough to ask for.

More Trending

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Master Manipulator or Customer Experience Superstar?

InMoment XI

Imagine a scenario where you are finalizing the details of your new car purchase. The sales person says to you “You will be getting a survey shortly. I’d appreciate it if you return it with all 5’s or my bonus will get dinged.” Or, perhaps, the sales person may be bold enough to ask for.

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So, You’ve Been Assigned to Create a Customer Survey

InMoment XI

Congratulations! You drew the short straw. Your company or department has determined that they need a customer survey and you have been selected to create it. Join us for part one of this "mini bootcamp" as we go over a few tips to make your survey more salient and valuable. and make you look like a hero!

Survey 200
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So, You’ve Been Assigned to Create a Customer Survey

InMoment XI

Congratulations! You drew the short straw. Your company or department has determined that they need a customer survey and you have been selected to create it. Join us for part one of this "mini bootcamp" as we go over a few tips to make your survey more salient and valuable. and make you look like a hero!

Survey 200
article thumbnail

So, You’ve Been Assigned to Create a Customer Survey

InMoment XI

Congratulations! You drew the short straw. Your company or department has determined that they need a customer survey and you have been selected to create it. Join us for part one of this "mini bootcamp" as we go over a few tips to make your survey more salient and valuable. and make you look like a hero!

Survey 200
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Navigating the Future: Unveiling Trends and Bold Predictions in Customer Experience

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?

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Car Shopping on the Champs Élysées

InMoment XI

Those who have been following the The Ride will know that we did a series of postings in late September on the Paris Motorshow. While there, I had the chance to take a look at some of the showcase brand stores on the Champs-Élysées including Citroën, Mercedes-Benz, Peugeot, Renault, and Toyota. It was fascinating because. View Article.

Brands 200
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Hemingway Style

InMoment XI

Blaise Pascal once said “I have made this letter longer than usual, only because I have not had time to make it shorter.“ The point being, it is much harder to write something that is succinct than a long and rambling communiqué. The same can be said for research. Some believe in the concept. View Article.

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Do We Need Big Data or Smart Data?

InMoment XI

There is an increasing trend in the discussion around Big Data to the extent that it now is used more in discussions with clients. Given the promise of the opportunities that exist in utilizing Big Data this should be no surprise. However, the question has to be asked whether this is an immediate opportunity or.

Data 200
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Car Shopping on the Champs Elysees

InMoment XI

Those who have been following the The Ride will know that we did a series of postings in late September on the Paris Motorshow. While there, I had the chance to take a look at some of the showcase brand stores on the Champs Elysees including Citroen, Mercedes-Benz, Peugeot, Renault, and Toyota. It was.

Brands 200
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The State of Customer Onboarding 2024

Building lasting customer relationships has always been top-of-mind for businesses. However, in the last decade, organizations have recognized that the customer journey beyond the initial sale is as critical as the sale itself. Customer onboarding, or the customer’s first impression of you, is critical to forging lasting relationships and long-term success.

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Hemingway Style

InMoment XI

Blaise Pascal once said “I have made this letter longer than usual, only because I have not had time to make it shorter.“ The point being, it is much harder to write something that is succinct than a long and rambling communiqué. The same can be said for research. Some believe in the concept.

200
200
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Do We Need Big Data or Smart Data?

InMoment XI

There is an increasing trend in the discussion around Big Data to the extent that it now is used more in discussions with clients. Given the promise of the opportunities that exist in utilizing Big Data this should be no surprise. However, the question has to be asked whether this is an immediate opportunity or.

Data 200
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Car Shopping on the Champs Elysees

InMoment XI

Those who have been following the The Ride will know that we did a series of postings in late September on the Paris Motorshow. While there, I had the chance to take a look at some of the showcase brand stores on the Champs Elysees including Citroen, Mercedes-Benz, Peugeot, Renault, and Toyota. It was.

Brands 200
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Hemingway Style

InMoment XI

Blaise Pascal once said “I have made this letter longer than usual, only because I have not had time to make it shorter.“ The point being, it is much harder to write something that is succinct than a long and rambling communiqué. The same can be said for research. Some believe in the concept.

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200
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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.

article thumbnail

Do We Need Big Data or Smart Data?

InMoment XI

There is an increasing trend in the discussion around Big Data to the extent that it now is used more in discussions with clients. Given the promise of the opportunities that exist in utilizing Big Data this should be no surprise. However, the question has to be asked whether this is an immediate opportunity or.

Data 200
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Reflections of the Cornell Hospitality Research Summit

InMoment XI

A couple of weeks ago I attended the Cornell Hospitality Research Summit in Ithaca, New York. It was a unique event in that it focused two days on research being conducted in the hospitality sector by both academics and industry practitioners. For someone like myself who has spent time in both worlds, it was as. View Article.

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Reflections of the Cornell Hospitality Research Summit

InMoment XI

A couple of weeks ago I attended the Cornell Hospitality Research Summit in Ithaca, New York. It was a unique event in that it focused two days on research being conducted in the hospitality sector by both academics and industry practitioners. For someone like myself who has spent time in both worlds, it was as.

article thumbnail

Reflections of the Cornell Hospitality Research Summit

InMoment XI

A couple of weeks ago I attended the Cornell Hospitality Research Summit in Ithaca, New York. It was a unique event in that it focused two days on research being conducted in the hospitality sector by both academics and industry practitioners. For someone like myself who has spent time in both worlds, it was as.

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Top 5 Ways to Optimize Your Loyalty Strategy

Speaker: Lauren Barash, Vice President, Brand Marketing

In an ever-evolving industry, building and retaining loyal customers is critical to the success of any restaurant business. Join Lauren Barash, VP of Brand Marketing at Full Course, as she delves into the world of restaurant loyalty programs, and reveals the top five essential strategies to optimize your approach! This webinar will explore: Loyalty trends and what you should be focusing on 📊 Actionable insights and ideas to help you develop the most powerful and effective loyalty program