InMoment XI
FEBRUARY 23, 2012
You may have noticed Charles Duhigg’s article “How Companies Learn Your Secrets” in this past weekend’s New York Times Magazine. The article deals with Target and how they use customer information to better understand buyer behavior. As an industry that is trying to do a better job listening to and acting upon the Voice of. View Article.
Pretium Solutions
FEBRUARY 19, 2012
I made what I think is an observation about an unusual difference between men and women today while I was on the tennis court. That’s right, the tennis court. About four years ago, I began my tennis quest. And my singular mission was and remains rather simple – to not be embarrassing. You see, I have a daughter who plays competitive junior tennis and looks like a pro out there.
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Service Untitled
FEBRUARY 20, 2012
The trade industry organization Airlines for America has reported customer service for airlines improving in three different areas. Travelers are always interested in improved customer service, so therefore any news in the airline industry is always considered good news, but alas have there really been improvements or is it just better defined as happenstance?
Customer Interactions
FEBRUARY 20, 2012
'I returned from TechSec 2012 in Delray Beach, FL about a week ago. The conference attracted a great audience, evenly balanced between end users, consultants and integrators. Martha Entwistle kick-started our TechSec session on "PSIM, PSIM-Lite and VMS - Solving Problems outside the Acronym Box." I presented the essential concepts, but my guest panelists brought those concepts to life with genuine vendor-neutral case studies.
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InMoment XI
FEBRUARY 23, 2012
You may have noticed Charles Duhigg’s article “How Companies Learn Your Secrets” in this past weekend’s New York Times Magazine. The article deals with Target and how they use customer information to better understand buyer behavior. As an industry that is trying to do a better job listening to and acting upon the Voice of.
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
FEBRUARY 23, 2012
You may have noticed Charles Duhigg’s article “How Companies Learn Your Secrets” in this past weekend’s New York Times Magazine. The article deals with Target and how they use customer information to better understand buyer behavior. As an industry that is trying to do a better job listening to and acting upon the Voice of.
InMoment XI
FEBRUARY 21, 2012
There are various misconceptions around first time new vehicle buyers. Some believe them to be the young 22 year old kid coming out of college or university. But is this really the case? Take a look and see what you think. It may surprise you.
InMoment XI
FEBRUARY 21, 2012
If you don’t proactively design your customer experience, one will be provided for you. How easy is it to buy your product or service? Is your customer’s experience littered with overly complicated phone trees, slow response times, or unknowledgeable staff? Have you mapped out your customer’s experience and do you thoroughly understand all of the points of contact with your typical customer?
InMoment XI
FEBRUARY 21, 2012
There are various misconceptions around first time new vehicle buyers. Some believe them to be the young 22 year old kid coming out of college or university. But is this really the case? Take a look and see what you think. It may surprise you.
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InMoment XI
FEBRUARY 21, 2012
If you don’t proactively design your customer experience, one will be provided for you. How easy is it to buy your product or service? Is your customer’s experience littered with overly complicated phone trees, slow response times, or unknowledgeable staff? Have you mapped out your customer’s experience and do you thoroughly understand all of the points of contact with your typical customer?
InMoment XI
FEBRUARY 21, 2012
There are various misconceptions around first time new vehicle buyers. Some believe them to be the young 22 year old kid coming out of college or university. But is this really the case? Take a look and see what you think. It may surprise you.
InMoment XI
FEBRUARY 21, 2012
If you don’t proactively design your customer experience, one will be provided for you. How easy is it to buy your product or service? Is your customer’s experience littered with overly complicated phone trees, slow response times, or unknowledgeable staff? Have you mapped out your customer’s experience and do you thoroughly understand all of the points of contact with your typical customer?
Pretium Solutions
FEBRUARY 19, 2012
I made what I think is an observation about an unusual difference between men and women today while I was on the tennis court. That’s right, the tennis court. About four years ago, I began my tennis quest. And my singular mission was and remains rather simple – to not be embarrassing. You see, I have a daughter who plays competitive junior tennis and looks like a pro out there.
Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali
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Pretium Solutions
FEBRUARY 19, 2012
Having to say “no” to a customer can be a difficult pill to swallow at times, especially when you empathize with the customer’s problem or issue, and you would like to say “yes”, but company policy does not permit it. For example, if a consumer calls about a product failure in Year 3 for a product covered by a 1-year warranty, you may have to say “no” to a customer’s request (or demand) for a free replacement.
Pretium Solutions
FEBRUARY 19, 2012
I made what I think is an observation about an unusual difference between men and women today while I was on the tennis court. That’s right, the tennis court. About four years ago, I began my tennis quest. And my singular mission was and remains rather simple – to not be embarrassing. You see, I have a daughter who plays competitive junior tennis and looks like a pro out there.
Pretium Solutions
FEBRUARY 19, 2012
Having to say “no” to a customer can be a difficult pill to swallow at times, especially when you empathize with the customer’s problem or issue, and you would like to say “yes”, but company policy does not permit it. For example, if a consumer calls about a product failure in Year 3 for a product covered by a 1-year warranty, you may have to say “no” to a customer’s request (or demand) for a free replacement.
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