Service Untitled

NOVEMBER 18, 2011

There’s more to building a business than advertising, yet how many organizations spend more of their budgets on marketing and attracting new customers, while neglecting the importance of maintaining current customers and making sure their needs have been met? There is no doubt that every company is going to make mistakes, but how many companies lose the opportunities to build their brand by using those complaints to their advantage?

Airlines 55

Airlines Advertising Poor Customer Service Course 55

Pretium Solutions

NOVEMBER 14, 2011

In the most recent online issue of Marketing Week, a leading UK magazine for marketing news, opinion and information, Lucy Handley, in her article “Is Effort the New Loyalty?” , highlights the work underway at BT Global Services in measuring customer effort. BT’s Dr. Nicola Millard is looking at the extent to which consumers have to work doing business with a company and the impact that effort has on the customer experience and brand loyalty.

Loyalty 40

Loyalty Net Promoter Score Brands Customer Experience 40

Customer Interactions

NOVEMBER 15, 2011

'A few weeks ago I attended the IACP (International Association of Chiefs of Police) conference. While I spent a great deal of time in the NICE booth demoing NICE Situator (our Situation Management Solution) and NICE Inform (our Incident Information Management Solution), I was also looking forward to walking the show floor. I did some reading on the show prior to getting there, so my expectation level was appropriately set.

Video 29

Video Conference Trends Technology 29

Brad Cleveland Blog

NOVEMBER 12, 2011

What’s the formula for success in the new era of customer relationships? Boiled (waaayyy) down: 1. Connect. Listen to your customers, wherever they are, in whatever channel they choose. Join the conversation. 2. Engage. Interact with them, appropriately, proactively; put a face on your brand and build relationships that have staying power. 3. Thrive.

Customer relationships 20

Customer relationships Customers Interaction Connections 20

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

Service Untitled

NOVEMBER 14, 2011

It seems an Apple rap video was posted on Vimeo and performed by Apple employees in New Hampshire. Obviously the video didn’t last long; it was pulled from the Internet, but besides being somewhat amateurish and mildly ludicrous, the theory of presenting the proper solutions to customers based on their needs still rang through as truth. Back in July, the Apple Store in the Hong Kong IFC building presented parts of their five-day course in employee training.

Culture 44

Culture Video Airlines Advertising 44

Pretium Solutions

NOVEMBER 14, 2011

In the most recent online issue of Marketing Week, a leading UK magazine for marketing news, opinion and information, Lucy Handley, in her article “Is Effort the New Loyalty?” , highlights the work underway at BT Global Services in measuring customer effort. BT’s Dr. Nicola Millard is looking at the extent to which consumers have to work doing business with a company and the impact that effort has on the customer experience and brand loyalty.

Loyalty 40

Loyalty Net Promoter Score Brands Customer Experience 40

Brad Cleveland Blog

NOVEMBER 12, 2011

What’s the formula for success in the new era of customer relationships? Boiled (waaayyy) down: 1. Connect. Listen to your customers, wherever they are, in whatever channel they choose. Join the conversation. 2. Engage. Interact with them, appropriately, proactively; put a face on your brand and build relationships that have staying power. 3. Thrive.

Customer relationships 20

Customer relationships Customers Interaction Connections 20

Pretium Solutions

NOVEMBER 14, 2011

We enjoy working with companies that use a robust NPS measuring system. When measured effectively, NPS can give a company quick feedback on initiatives designed to improve customer loyalty. Today’s customers have power. It is not uncommon for customers to post feedback in real time. In the middle of a meal, a restaurant customer can post something (positive or negative) about the service he is receiving then and there.

NPS 40

NPS Effort Score Measurement Loyalty 40

Pretium Solutions

NOVEMBER 14, 2011

We enjoy working with companies that use a robust NPS measuring system. When measured effectively, NPS can give a company quick feedback on initiatives designed to improve customer loyalty. Today’s customers have power. It is not uncommon for customers to post feedback in real time. In the middle of a meal, a restaurant customer can post something (positive or negative) about the service he is receiving then and there.

NPS 40

NPS Effort Score Measurement Loyalty 40

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Customers

Pretium Solutions

NOVEMBER 14, 2011

We enjoy working with companies that use a robust NPS measuring system. When measured effectively, NPS can give a company quick feedback on initiatives designed to improve customer loyalty. Today’s customers have power. It is not uncommon for customers to post feedback in real time. In the middle of a meal, a restaurant customer can post something (positive or negative) about the service he is receiving then and there.

NPS 40

NPS Effort Score Measurement Loyalty 40