Sat.Jul 14, 2012 - Fri.Jul 20, 2012

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Does your survey tell customers “We care, but only for a week”?

InMoment XI

I received an email customer satisfaction survey invitation a few weeks ago. In the interest of full disclosure, the survey was from a Maritz client and it was one I immediately recognized as a program we manage. But, that fact is immaterial to the issue I want to talk about, and truth be told, I.

Survey 200
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Even Your Dog Deserves Excellent Customer Service

Pretium Solutions

I sent my husband off to work today with our two St. Bernards, Otis and Rosie. Both stood on the back seat of his little car, one gigantic head sticking out of each back window, on their way to a very personal experience at the groomer – bath, brush and beautification. They are always an amusing sight that draws attention and smiles from passersby. My husband’s task is simple – drop off Otis and Rosie at the groomer on the way to a meeting, wrangle the collective 280 pounds of beasts into

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The importance of customer service in city government

Service Untitled

The non emergency city and local call centers of 3-1-1 are a popular one-stop shopping conduit for citizens to report or question issues relating to city services. Either by using your phone to dial 3-1-1 or by using an online link, a resident can find out if the pothole on Military Trail in Palm Beach Gardens will be repaired or if Alternate A-1-A will reopen for traffic before the weekend animal adoption event.

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Customer-Centricity Is Not the Solution; It’s the Problem

Sampson Lee

I just read a blog post by Bob Thompson titled “Starbucks is customer-centric, because it listened… to ME.” To summarize the post in a few sentences: Bob is a regular customer of a Starbucks store near his house. He had an unsatisfactory experience with that store. He then wrote to Starbucks to voice his dissatisfaction. […].

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From Data to Decisions: Maximizing Retail Potential with AI

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.

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Does your survey tell customers “We care, but only for a week”?

InMoment XI

I received an email customer satisfaction survey invitation a few weeks ago. In the interest of full disclosure, the survey was from a Maritz client and it was one I immediately recognized as a program we manage. But, that fact is immaterial to the issue I want to talk about, and truth be told, I.

Survey 200

More Trending

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Book Review: Roadmap to Revenue

Service Untitled

I just finished reading Roadmap to Revenue : How To Sell The Way Your Customers Want To Buy ( Amazon.com link ). The book was written by Kristin Zhivago, a Revenue Coach and worldwide speaker who helps CEOs and entrepreneurs understand what customers really want and how they want to buy. In a nutshell, Roadmap to Revenue helps us understand the customer-centric instead of the common company-centric mindset.

Roadmap 46
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Small City Makes Big Strides with NICE Technology

Customer Interactions

'The City of Bethlehem (PA) Communications Center isn’t your typical 9-1-1 center. In addition to handling emergency calls, telecommunicators at the center monitor the city’s surveillance camera network. Since its inception in 2009, the wireless surveillance network has been credited with solving crimes and improving response times. But there’s another twist to the story that few know.

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Does your survey tell customers “We care, but only for a week”?

InMoment XI

I received an email customer satisfaction survey invitation a few weeks ago. In the interest of full disclosure, the survey was from a Maritz client and it was one I immediately recognized as a program we manage. But, that fact is immaterial to the issue I want to talk about, and truth be told, I.

Survey 200
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Even Your Dog Deserves Excellent Customer Service

Pretium Solutions

I sent my husband off to work today with our two St. Bernards, Otis and Rosie. Both stood on the back seat of his little car, one gigantic head sticking out of each back window, on their way to a very personal experience at the groomer – bath, brush and beautification. They are always an amusing sight that draws attention and smiles from passersby. My husband’s task is simple – drop off Otis and Rosie at the groomer on the way to a meeting, wrangle the collective 280 pounds of beasts into

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The 2023 Verint Experience Index: Retail

Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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Video: Hachiko and The Metrics of Dealer Loyalty

InMoment XI

If you ever have a chance to be in Japan, go to the Shibuya Station. Once there you will see the bronze statue of Hachiko, an Akita, that is the epitome of owner loyalty. If you know the story, the owner met the dog at the end of each day at the station and even. View Article.

Loyalty 200
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On Kitties and Customer Experience…Making Things More Human

InMoment XI

Recently, I took a family vacation back to my hometown in a little burg in Pennsylvania. This involved transporting my wife and my 2 and 4-year-old girls across country – literally planes, trains, and automobiles to get there. Needless to say we had many “service experiences” along our way. It’s always interesting to me how. View Article.

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Video: Hachiko and The Metrics of Dealer Loyalty

InMoment XI

If you ever have a chance to be in Japan, go to the Shibuya Station. Once there you will see the bronze statue of Hachiko, an Akita, that is the epitome of owner loyalty. If you know the story, the owner met the dog at the end of each day at the station and even.

Loyalty 200
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On Kitties and Customer Experience…Making Things More Human

InMoment XI

Recently, I took a family vacation back to my hometown in a little burg in Pennsylvania. This involved transporting my wife and my 2 and 4-year-old girls across country – literally planes, trains, and automobiles to get there. Needless to say we had many “service experiences” along our way. It’s always interesting to me how.

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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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Hachiko and The Metrics of Dealer Loyalty

InMoment XI

If you ever have a chance to be in Japan, go to the Shibuya Station. Once there you will see the bronze statue of Hachiko, an Akita, that is the epitome of owner loyalty. If you know the story, the owner met the dog at the end of each day at the station and even.

Loyalty 200
article thumbnail

On Kitties and Customer Experience…Making Things More Human

InMoment XI

Recently, I took a family vacation back to my hometown in a little burg in Pennsylvania. This involved transporting my wife and my 2 and 4-year-old girls across country – literally planes, trains, and automobiles to get there. Needless to say we had many “service experiences” along our way. It’s always interesting to me how.

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Confusing Customer Experience With Customer Experiences

InMoment XI

The customer experience business discipline has no inherent connection to wow moments or cool technology. It’s about defining the right experiences for your company – given your customers’ needs and company’s strategy – and consistently delivering over time. As we encounter the standout stories, we should focus on why they actually make sense for the companies behind them and the customers in front of them.

article thumbnail

Confusing Customer Experience With Customer Experiences

InMoment XI

The customer experience business discipline has no inherent connection to wow moments or cool technology. It’s about defining the right experiences for your company – given your customers’ needs and company’s strategy – and consistently delivering over time. As we encounter the standout stories, we should focus on why they actually make sense for the companies behind them and the customers in front of them.

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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

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Confusing Customer Experience With Customer Experiences

InMoment XI

The customer experience business discipline has no inherent connection to wow moments or cool technology. It’s about defining the right experiences for your company – given your customers’ needs and company’s strategy – and consistently delivering over time. As we encounter the standout stories, we should focus on why they actually make sense for the companies behind them and the customers in front of them.