Sat.Sep 21, 2013 - Fri.Sep 27, 2013

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View from the CrowsNest: American Banker Regulatory Symposium

InMoment XI

A few months ago, I posted a blog about the ABA Regulatory Compliance Conference and a new product we had rolled out. Well, I just wrapped up attending the American Banker’s Regulatory Symposium in Arlington, Virginia and NOT surprisingly the same key theme that emerged over and over – as discussed by Richard Cordray and. View Article.

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So what are the the top 10 most irritating things about your customer experience?

Smith+co CX

'However, a recent feature by the Sunday Times found that despite all the investment in improving services, hotels all too often fail on the customer experience. So why is it that as brands get more sophisticated in their technology and more innovative in their attempts to dazzle us, they fail to deliver a great experience? It all comes down to basics - those fundamental things expected by guests but often forgotten by brands, in their eagerness to launch the next big thing.

Hotels 34
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The Six Sigma Security Connection

Customer Interactions

'I recently came across a book titled Why How We Do Anything Means Everything in Business. In this book, author Dov Seidman quotes legendary General Electric CEO Jack Welch: “There’s no secret to the what; the secret is in how. They (GE competitors) can know our model, but they cannot do it. They can’t copy our hows.” The book argues that organizations are very proficient at measuring “how much” but they struggle in measuring the “how” (in other wo

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What will happen to Walter White? We collected predictions from 700 ‘Breaking Bad’ fans

Upwave

As “Breaking Bad” careens violently toward its series finale, many plot points are still up in the air: Will Walt escape the law? Will he reclaim his money from the Aryan Brotherhood? Does baby Holly stand any chance at avoiding severe psychological trauma? As an office full of “Breaking Bad” fans, we at Upwave were curious if viewers wanted a sympathetic ending for Walt despite his moral corrosion.

Survey 26
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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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NPS and KPI’s…Do They Really Belong Together?

InMoment XI

Recently, I was talking to my son about my research and training in the area of Net Promoter Score®. I told him how I had found it to be a great metric that companies can use to gauge satisfaction. As I talked, I noticed the look on his face turn rather menacing. I asked him. View Article.

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View from the CrowsNest: American Banker Regulatory Symposium

InMoment XI

A few months ago, I posted a blog about the ABA Regulatory Compliance Conference and a new product we had rolled out. Well, I just wrapped up attending the American Banker’s Regulatory Symposium in Arlington, Virginia and NOT surprisingly the same key theme that emerged over and over – as discussed by Richard Cordray and.

article thumbnail

NPS and KPI’s…Do They Really Belong Together?

InMoment XI

Recently, I was talking to my son about my research and training in the area of Net Promoter Score® I told him how I had found it to be a great metric that companies can use to gauge satisfaction. As I talked, I noticed the look on his face turn rather menacing. I asked him.

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View from the CrowsNest: American Banker Regulatory Symposium

InMoment XI

A few months ago, I posted a blog about the ABA Regulatory Compliance Conference and a new product we had rolled out. Well, I just wrapped up attending the American Banker’s Regulatory Symposium in Arlington, Virginia and NOT surprisingly the same key theme that emerged over and over – as discussed by Richard Cordray and.

article thumbnail

NPS and KPI’s…Do They Really Belong Together?

InMoment XI

Recently, I was talking to my son about my research and training in the area of Net Promoter Score ® I told him how I had found it to be a great metric that companies can use to gauge satisfaction. As I talked, I noticed the look on his face turn rather menacing. I asked.

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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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Video: How to Market Electric Cars in Canada – Part 1

InMoment XI

A few weeks back we looked at who’s buying an electric vehicle in the US, where these customers are coming from, and how consideration of electric vehicles has changed over time. Somebody asked ‘What do the numbers look like for Canada?’ Here you go, and thanks for asking. Until next time. @christravell.

Video 200
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Video: How to Market Electric Cars in Canada – Part 1

InMoment XI

A few weeks back we looked at who’s buying an electric vehicle in the US, where these customers are coming from, and how consideration of electric vehicles has changed over time. Somebody asked ‘What do the numbers look like for Canada?’ Here you go, and thanks for asking. Until next time.

Video 200
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How to Market Electric Cars in Canada – Part 1

InMoment XI

A few weeks back we looked at who’s buying an electric vehicle in the US, where these customers are coming from, and how consideration of electric vehicles has changed over time. Somebody asked ‘What do the numbers look like for Canada?’ Here you go, and thanks for asking. Until next time.

How To 200
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Fake Reviews – Now Things are Getting Even More Serious: The First (Near) Prosecution I’ve Seen

InMoment XI

In July, I posted an article about the Maritz Research 2013 Online Customer Review study that showed about one in four consumers thought the information presented on dedicated review and rating sites is unfair. Part of the reason for the perceived unfairness was that customers were concerned about fake reviews. If you haven’t seen it.

Study 200
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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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Fake Reviews – Now Things are Getting Even More Serious: The First (Near) Prosecution I’ve Seen

InMoment XI

In July, I posted an article about the Maritz Research 2013 Online Customer Review study that showed about one in four consumers thought the information presented on dedicated review and rating sites is unfair. Part of the reason for the perceived unfairness was that customers were concerned about fake reviews. If you haven’t seen it.

Study 200
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Fake Reviews – Now Things are Getting Even More Serious: The First (Near) Prosecution I’ve Seen

InMoment XI

In July, I posted an article about the Maritz Research 2013 Online Customer Review study that showed about one in four consumers thought the information presented on dedicated review and rating sites is unfair. Part of the reason for the perceived unfairness was that customers were concerned about fake reviews. If you haven’t seen it.

Study 200
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Secondhand vapor? Americans are split on public e-cigarette use

Upwave

The e-cigarette industry is expected to clear $1 billion in 2013, and the success of the smokeless devices is reigniting the public smoking debate. Although marketed as a healthier alternative to traditional tobacco products, e-cigarettes lack an FDA ruling that backs the claim. And while the secondhand vapor produced by the devices hasn’t been shown to be harmful, many believe welcoming e-cigarette use in public places would erode the decades of progress made in banning public smoking.

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Utilities Harness Social Media for Customer Service

Brad Cleveland Blog

“The way utilities view social media is radically changing,” says Greg Guthridge, global lead for Accenture Energy Consumer Services, quoted in a recent article in The Wall Street Journal (“Utilities Tap Power of Social Media,” by Andrew Blackman, The Wall Street Journal, September 22, 2013). Indeed!

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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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Today's Connected Consumers

Brad Cleveland Blog

Cisco recently produced a study based on a survey of Gen-Y-ers (respondents included were college students and workers ages 18-30 years old). Some of the interesting (if rather unsurprising) statistics include: 9 out of 10 make checking their smartphones part of their morning routine (along with breakfast and brushing teeth). 60% check their smartphones compulsively.

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Today's Connected Consumers

Brad Cleveland Blog

Cisco recently produced a study based on a survey of Gen-Y-ers (respondents included were college students and workers ages 18-30 years old). Some of the interesting (if rather unsurprising) statistics include: 9 out of 10 make checking their smartphones part of their morning routine (along with breakfast and brushing teeth). 60% check their smartphones compulsively.

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Pressure Test Your Service Operation

Brad Cleveland Blog

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Pressure Test Your Service Operation

Brad Cleveland Blog

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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