InMoment XI
APRIL 12, 2012
In the film Five Easy Pieces, Jack Nicholson depicts the surly oil rig worker Robert Eroica Dupea. Shot in 1970, the chicken salad sandwich scene lives on in film history. The clip not only gives us good insight into Nicholson’s character, but 42 years later I believe it also gives us great insight into the. View Article.
Pretium Solutions
APRIL 12, 2012
Any customer experience may be so typical that sometimes you don’t even notice it anymore. You walk into a retail outlet, a fast food restaurant or a convenience store and the person serving you looks at you through bleary eyes, almost completely disinterested in your needs or wants, says a scripted “Can I help you?” and then embarks on the mostly disengaged process of filling your order.
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Service Untitled
APRIL 11, 2012
Mother’s Day is coming, and with that comes the busiest day of the year for florists. Many of us order our flowers over the phone or the Internet, and since holidays are a one shot deal when it comes to flowers being at their required destination on time, we as consumers hold florists to a high level of “flower” responsibility. This past Valentine’s Day, Washington Post’s Melissa Bell stated, “Love hath no fury like a flower customer scoffed.” It seems a
Very Best Service
APRIL 12, 2012
'What is the link between a fish and customer service ? Better hope that there are none. Unless you operate in the fish industry, it is better to avoid fishy customer service practices. There are no clear universal pointers as to what ''fishy'' means but it could include known sub-standard operations, unfair practices, insufficient documentation, misleading advertising and many more horrible items that we can not quote in a blog dedicated to good customer service.
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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.
InMoment XI
APRIL 12, 2012
In the film Five Easy Pieces, Jack Nicholson depicts the surly oil rig worker Robert Eroica Dupea. Shot in 1970, the chicken salad sandwich scene lives on in film history. The clip not only gives us good insight into Nicholson’s character, but 42 years later I believe it also gives us great insight into the.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Service Untitled
APRIL 10, 2012
Mother’s Day is coming, and with that comes the busiest day of the year for florists. Many of us order our flowers over the phone or the Internet, and since holidays are a one shot deal when it comes to flowers being at their required destination on time, we as consumers hold florists to a high level of “flower” responsibility. This past Valentine’s Day, Washington Post’s Melissa Bell stated, “Love hath no fury like a flower customer scoffed.” It seems a
Customer Interactions
APRIL 10, 2012
'As the dust settles from the ISC West conference in Las Vegas, I wanted to take a moment to reflect on what was most memorable to me. The exhibit hall was packed full of security vendors showcasing their products and services, and it drew an enormous crowd. The NICE booth was no exception. PSIM was the hot topic; and I must have had at least 100 intense exchanges – with customers, consultants, integrators, technology partners, press and vendors.
InMoment XI
APRIL 12, 2012
In the film Five Easy Pieces, Jack Nicholson depicts the surly oil rig worker Robert Eroica Dupea. Shot in 1970, the chicken salad sandwich scene lives on in film history. The clip not only gives us good insight into Nicholson’s character, but 42 years later I believe it also gives us great insight into the.
Pretium Solutions
APRIL 12, 2012
If you and your company can truly. define your brand vision , what you and your products and services stand for, and. effectively communicate that brand vision to your front-line employees with engraining customer service training , then you will be able to imprint your brand image in the minds of your customers, and the brand itself will provide a lasting stimulus that will motivate your front-line workers to do so much more than simply mark their time.
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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
InMoment XI
APRIL 9, 2012
A few weeks back on the The Ride I wrote about how the automotive industry placed third compared to other industries in our CE Benchmarks Study in delivering high levels of customer satisfaction. I’m here to tell you today that there are exceptions. As I write this, I’m sitting on a ceramic step of the. View Article.
InMoment XI
APRIL 9, 2012
A few weeks back on the The Ride I wrote about how the automotive industry placed third compared to other industries in our CE Benchmarks Study in delivering high levels of customer satisfaction. I’m here to tell you today that there are exceptions. As I write this, I’m sitting on a ceramic step of the.
InMoment XI
APRIL 9, 2012
A few weeks back on the The Ride I wrote about how the automotive industry placed third compared to other industries in our CE Benchmarks Study in delivering high levels of customer satisfaction. I’m here to tell you today that there are exceptions. As I write this, I’m sitting on a ceramic step of the.
InMoment XI
APRIL 9, 2012
You made the business case for an employee voice program, executed the survey, and responded to initial results. Now what? As the presenter of the case on the front end, you have an obligation to ensure this investment meets the promised rate of return. Here are some powerful ways to ensure the program delivers.
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.
InMoment XI
APRIL 9, 2012
You made the business case for an employee voice program, executed the survey, and responded to initial results. Now what? As the presenter of the case on the front end, you have an obligation to ensure this investment meets the promised rate of return. Here are some powerful ways to ensure the program delivers.
InMoment XI
APRIL 9, 2012
You made the business case for an employee voice program, executed the survey, and responded to initial results. Now what? As the presenter of the case on the front end, you have an obligation to ensure this investment meets the promised rate of return. Here are some powerful ways to ensure the program delivers.
Pretium Solutions
APRIL 12, 2012
If you and your company can truly. define your brand vision , what you and your products and services stand for, and. effectively communicate that brand vision to your front-line employees with engraining customer service training , then you will be able to imprint your brand image in the minds of your customers, and the brand itself will provide a lasting stimulus that will motivate your front-line workers to do so much more than simply mark their time.
Pretium Solutions
APRIL 12, 2012
Any customer experience may be so typical that sometimes you don’t even notice it anymore. You walk into a retail outlet, a fast food restaurant or a convenience store and the person serving you looks at you through bleary eyes, almost completely disinterested in your needs or wants, says a scripted “Can I help you?” and then embarks on the mostly disengaged process of filling your order.
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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?
Pretium Solutions
APRIL 9, 2012
In my blog post last week, “Is Your Call Quality Sheet Capping Your Net Promoter Score?” , I wrote about how the typical call center call quality sheet encourages mediocre call quality and a lackluster customer experience. This is because the typical call center call quality process is anchored in the customer service agent’s compliance with a one-size-fits-all checklist rather than in the creation of an optimal customer experience with customer loyalty as the targeted outcome.
Pretium Solutions
APRIL 9, 2012
In my blog post last week, “Is Your Call Quality Sheet Capping Your Net Promoter Score?” , I wrote about how the typical call center call quality sheet encourages mediocre call quality and a lackluster customer experience. This is because the typical call center call quality process is anchored in the customer service agent’s compliance with a one-size-fits-all checklist rather than in the creation of an optimal customer experience with customer loyalty as the targeted outcome.
Pretium Solutions
APRIL 9, 2012
In my blog post last week, “Is Your Call Quality Sheet Capping Your Net Promoter Score?” , I wrote about how the typical call center call quality sheet encourages mediocre call quality and a lackluster customer experience. This is because the typical call center call quality process is anchored in the customer service agent’s compliance with a one-size-fits-all checklist rather than in the creation of an optimal customer experience with customer loyalty as the targeted outcome.
Pretium Solutions
APRIL 9, 2012
In my blog post last week, “Is Your Call Quality Sheet Capping Your Net Promoter Score?” , I wrote about how the typical call center call quality sheet encourages mediocre call quality and a lackluster customer experience. This is because the typical call center call quality process is anchored in the customer service agent’s compliance with a one-size-fits-all checklist rather than in the creation of an optimal customer experience with customer loyalty as the targeted outcome.
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Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,
Pretium Solutions
APRIL 9, 2012
In my blog post last week, “Is Your Call Quality Sheet Capping Your Net Promoter Score?” , I wrote about how the typical call center call quality sheet encourages mediocre call quality and a lackluster customer experience. This is because the typical call center call quality process is anchored in the customer service agent’s compliance with a one-size-fits-all checklist rather than in the creation of an optimal customer experience with customer loyalty as the targeted outcome.
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