InMoment XI
AUGUST 2, 2012
Quick…you have five seconds to answer this question. What two objects would you never leave behind? Chances are that your mobile phone was one of them. Other answers probably include your keys or your wallet but it’s likely that your mobile phone was definitely the one thing you always have with you. If you are. View Article.
Horizon CX
AUGUST 3, 2012
'It seems that NPS or Net Promoter Score is a very popular customer metric to have and to brag about these days, but what does is really mean or what does it tell you that are both useful and action-oriented? First of all, it''s a metric, and a calculated metric at that. As a metric it''s also simply a number. Today''s temperature is a number. The Dow Jones daily average is a number.
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Service Untitled
JULY 31, 2012
Google, Facebook, and LinkedIn no longer maintain call centers claiming the costs are too high. Do these powerful organizations therefore view customer service as an operational cost rather than a marketing investment? In a study from CRM Guru, bad customer service accounts for 70 percent of customer attrition followed by poor quality at 30 percent, price at 25 percent, and functionality at 15 percent.
Very Best Service
JULY 31, 2012
'With the increasing emphasis on customer service , more and more companies claim that they offer a very good service, the very best service even. But is it wise to blow your own trumpet? Any service delivery hick-up could then lead to a severe back clash, with many customers using the high quality service expectations set by the company as an excuse for complaining, mocking the company and thereby damaging its reputation.
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.
InMoment XI
AUGUST 2, 2012
In the latest issue of Quirk’s Marketing Research Review magazine, they’ve just published an article authored by Jim Stone, Maritz Research’s EVP, Chief Research and Innovation Officer as well as your intrepid blogger. We cover a thorny issue in our industry, made pointier by the involvement of many other interests, groups and even the US.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Brad Cleveland Blog
AUGUST 2, 2012
Brad discusses the importance of providing a variety of ways for customers to interact with your organization, and the methodology behind handling different communication channels. Brad discusses the importance of providing a variety of ways for customers to interact with your organization, and the methodology behind handling different communication channels.
InMoment XI
AUGUST 2, 2012
I’ve been reading quite a bit these last few days, as people have reacted to a recent JD Power study, showing a decline in hotel guest satisfaction as the travel industry has picked up. This runs a bit counter to some intuitive thinking that guest satisfaction should be positively correlated with profitability. Indeed, logic suggests. View Article.
InMoment XI
AUGUST 2, 2012
Quick…you have five seconds to answer this question. What two objects would you never leave behind? Chances are that your mobile phone was one of them. Other answers probably include your keys or your wallet but it’s likely that your mobile phone was definitely the one thing you always have with you. If you are.
InMoment XI
AUGUST 2, 2012
In the latest issue of Quirk’s Marketing Research Review magazine, they’ve just published an article authored by Jim Stone, Maritz Research’s EVP, Chief Research and Innovation Officer as well as your intrepid blogger. We cover a thorny issue in our industry, made pointier by the involvement of many other interests, groups and even the US.
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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
AUGUST 2, 2012
I’ve been reading quite a bit these last few days, as people have reacted to a recent JD Power study, showing a decline in hotel guest satisfaction as the travel industry has picked up. This runs a bit counter to some intuitive thinking that guest satisfaction should be positively correlated with profitability. Indeed, logic suggests.
InMoment XI
AUGUST 2, 2012
Quick…you have five seconds to answer this question. What two objects would you never leave behind? Chances are that your mobile phone was one of them. Other answers probably include your keys or your wallet but it’s likely that your mobile phone was definitely the one thing you always have with you. If you are.
InMoment XI
AUGUST 2, 2012
In the latest issue of Quirk’s Marketing Research Review magazine, they’ve just published an article authored by Jim Stone, Maritz Research’s EVP, Chief Research and Innovation Officer as well as your intrepid blogger. We cover a thorny issue in our industry, made pointier by the involvement of many other interests, groups and even the US.
InMoment XI
AUGUST 2, 2012
I’ve been reading quite a bit these last few days, as people have reacted to a recent JD Power study, showing a decline in hotel guest satisfaction as the travel industry has picked up. This runs a bit counter to some intuitive thinking that guest satisfaction should be positively correlated with profitability. Indeed, logic suggests.
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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
AUGUST 1, 2012
One of the most important activities that I undertake as a product developer is listening to our clients and end users articulate their worlds and their challenges. With our focus on customer experience measurement, I have the opportunity to learn from the real stewards of the customer experience – front-line employees at the local bank.
InMoment XI
AUGUST 1, 2012
There’s been lots of press on this one lately with varying opinions across the spectrum. But what do customers tell us? Is Facebook an important source of information in the car buying decision? What about Twitter? What does the hard data tell us? I apologize in advance for the wind noise that you hear at. View Article.
InMoment XI
AUGUST 1, 2012
Apple founder Steve Jobs said when announcing the iPhone in 2007, “Every once in awhile a revolutionary product comes along that changes everything.” However, the product is only part of the story. Revolutionary products such as the iPhone flourish by providing a fantastic customer experience. It’s the product, the in-store experience, the applications, the customer service, the whole ecosystem.
InMoment XI
AUGUST 1, 2012
One of the most important activities that I undertake as a product developer is listening to our clients and end users articulate their worlds and their challenges. With our focus on customer experience measurement, I have the opportunity to learn from the real stewards of the customer experience – front-line employees at the local bank.
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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?
InMoment XI
AUGUST 1, 2012
There’s been lots of press on this one lately with varying opinions across the spectrum. But what do customers tell us? Is Facebook an important source of information in the car buying decision? What about Twitter? What does the hard data tell us? I apologize in advance for the wind noise that you hear at.
InMoment XI
AUGUST 1, 2012
Apple founder Steve Jobs said when announcing the iPhone in 2007, “Every once in awhile a revolutionary product comes along that changes everything.” However, the product is only part of the story. Revolutionary products such as the iPhone flourish by providing a fantastic customer experience. It’s the product, the in-store experience, the applications, the customer service, the whole ecosystem.
InMoment XI
AUGUST 1, 2012
One of the most important activities that I undertake as a product developer is listening to our clients and end users articulate their worlds and their challenges. With our focus on customer experience measurement, I have the opportunity to learn from the real stewards of the customer experience – front-line employees at the local bank.
InMoment XI
AUGUST 1, 2012
There’s been lots of press on this one lately with varying opinions across the spectrum. But what do customers tell us? Is Facebook an important source of information in the car buying decision? What about Twitter? What does the hard data tell us? I apologize in advance for the wind noise that you hear at.
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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.
InMoment XI
AUGUST 1, 2012
Apple founder Steve Jobs said when announcing the iPhone in 2007, “Every once in awhile a revolutionary product comes along that changes everything.” However, the product is only part of the story. Revolutionary products such as the iPhone flourish by providing a fantastic customer experience. It’s the product, the in-store experience, the applications, the customer service, the whole ecosystem.
Brad Cleveland Blog
AUGUST 2, 2012
Brad discusses the importance of providing a variety of ways for customers to interact with your organization, and the methodology behind handling different communication channels. Brad discusses the importance of providing a variety of ways for customers to interact with your organization, and the methodology behind handling different communication channels.
Brad Cleveland Blog
JULY 31, 2012
Brad shares the traits that are common among successful contact centers. Brad shares the traits that are common among successful contact centers.
Brad Cleveland Blog
JULY 31, 2012
Brad shares the traits that are common among successful contact centers. Brad shares the traits that are common among successful contact centers.
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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,
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