InMoment XI

DECEMBER 13, 2010

The focus of VOC is not to gather more surveys and data; it is to create actionable business intelligence that moves the needle. VOC practitioners are not great at this second part today, but getting better, and quickly. This is the reason VOC programs are gaining quick adoption now when they have stalled in the past. VOC best practices require a shift from data gathering, creating charts and reports, to providing prescriptive and predictive outcomes that support a business story.

Survey 200

Survey Report Data 200

Service Untitled

DECEMBER 13, 2010

In Flanders, New Jersey, George Filimonchuk planned his Black Friday shopping expedition at Walmart. He received a flyer two days earlier advertising Walmart’s sale of a 32″ Emerson LCD television for $198 which Filimonchuk had planned to present to his teenage daughter Alexis for Christmas. He made arrangements for Alexis to sleep over at one of her friend’s home so he could be sure the television would be a surprise.

Customer Satisfaction 44

Customer Satisfaction Retail Advertising Government 44

Annie Tsai

DECEMBER 17, 2010

I’m on a journey to find small businesses that understand the importance of owning their social media presence. Today I had a great conversation with one of Demandforce’s customers – Bell Tire & Auto in Glendale, Arizona – where Dave Bankston injects a healthy dose of personality into the business’ Twitter and Facebook accounts. Spending […].

Social Media 40

Social Media Customer relationships Customers Customer Experience 40

Customer Interactions

DECEMBER 15, 2010

'One of the most frequently heard remarks by security executives I’ve interviewed was that the security command center did not seem to keep up with the other business units of the organization. For example IT has a type of command center called a network operations center. IT security departments have their SOC (pronounced sock) or security operations center.

Transportation 28

Transportation Groups Data Examples 28

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.

Data

InMoment XI

DECEMBER 13, 2010

The focus of VOC is not to gather more surveys and data; it is to create actionable business intelligence that moves the needle. VOC practitioners are not great at this second part today, but getting better, and quickly. This is the reason VOC programs are gaining quick adoption now when they have stalled in the past. VOC best practices require a shift from data gathering, creating charts and reports, to providing prescriptive and predictive outcomes that support a business story.

Survey 200

Survey Report Data 200

Annie Tsai

DECEMBER 17, 2010

I’m on a journey to find small businesses that understand the importance of owning their social media presence. Today I had a great conversation with one of Demandforce’s customers – Bell Tire & Auto in Glendale, Arizona – where Dave Bankston injects a healthy dose of personality into the business’ Twitter and Facebook accounts. Spending […].

Social Media 40

Social Media Customer relationships Customers Customer Experience 40

InMoment XI

DECEMBER 13, 2010

The focus of VOC is not to gather more surveys and data; it is to create actionable business intelligence that moves the needle. VOC practitioners are not great at this second part today, but getting better, and quickly. This is the reason VOC programs are gaining quick adoption now when they have stalled in the past. VOC best practices require a shift from data gathering, creating charts and reports, to providing prescriptive and predictive outcomes that support a business story.

Survey 200

Survey Report Data 200

Service Untitled

DECEMBER 14, 2010

Cheryl’s post yesterday marked an important milestone for Service Untitled – our 1,000th post. I started Service Untitled all the way back in April 2006 (you can see the full archives here ) and since then, the blog has grown into a leading blog on customer service and the customer service experience. We’ve published a lot of posts that I am very proud of, including a number of terrific interviews , book reviews , and more.

Consulting 43

Consulting Customer Service Customer Experience Company 43

Service Untitled

DECEMBER 15, 2010

No one is immune to lousy customer service, but I may be more critical because I write a daily blog about customer service and often my own experiences. Admittedly I most likely delve into more of the procedural nuances that separate good customer service and experiences with the “WOW&# services, but when it comes to poor service, I’m just as susceptible to the frustration as any of my family, neighbors, or coworkers.

Airlines 42

Airlines Social Media Customer Satisfaction Customers 42

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.

Customers

Annie Tsai

DECEMBER 12, 2010

Remember the ghost that would run around in the Family Circus cartoons causing a bunch of mischief and get Billy, Dolly, Jeffy, and P.J. in trouble all the time? The kids all knew who he was. Time after time, Bil and Thelma would call the kids out on said naughtiness of the day and low […].

Customer Service 40

Customer Service Customer Experience Customers 40

Annie Tsai

DECEMBER 12, 2010

Remember the ghost that would run around in the Family Circus cartoons causing a bunch of mischief and get Billy, Dolly, Jeffy, and P.J. in trouble all the time? The kids all knew who he was. Time after time, Bil and Thelma would call the kids out on said naughtiness of the day and low […].

Customer Service 40

Customer Service Customer Experience Customers 40