Sat.Oct 13, 2012 - Fri.Oct 19, 2012

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Combine Text Analytics and Data Mining to Uncover Deeper Customer Insights

InMoment XI

The explosion of digital and social media has changed the way we communicate – as people, as consumers, and as companies. While this has made hearing the voice of the customer easier than ever, it has also introduced a new challenge: too much information (or, as the Twitter Generation would say, TMI). Much of this content is unstructured text in comments or social media postings.

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Building a better customer service experience with expert branding

Service Untitled

We all know who our favorite designers are, our favorite beverages, and our favorite services. That doesn’t happen by chance, but rather this branding is the result of our own personal, repeated experiences and our perceptions of these products or services having been the best. Proceed one step further to find out that most of us stay with these particular brands because they provide us with reliability and quality.

Brands 64
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Is Your Customer Service Experience a Long Line to Customer Loyalty?

Pretium Solutions

I happened upon this marvelous animation and wanted to share its fantastic portrayal of the frustrating customer service experience. We’ve all had little red bear’s customer service experience. Is it my bad luck when I choose the wrong line, or is it poor customer experience design? I challenge you to examine all your customer experience touchpoints.

Loyalty 49
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Will 2013 be the PSIM Tipping Point for Public Safety?

Customer Interactions

'Last week I had the distinct pleasure and honor of attending, and speaking at, the premiere conference on urban security and municipal surveillance, Secured Cities, in Philadelphia. Philadelphia Mayor Michael Nutter gave an inspiring keynote on how safety and security contribute to the prosperous development of cities, in particular Philadelphia. I later joined Maureen Rush, Vice President Public Safety for the University of Pennsylvania on a campus tour where we got an up close look at the Uni

Tips 33
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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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Good CEM Design Avoids Data Dump Dashboards

InMoment XI

How do you ensure your CEM integration efforts won’t fail? The concept of integration has the industry buzzing as it relates to customer experience management systems. While there are many definitions of “data integration”, the one that seems to have prominence is the increasingly ubiquitous race to “put it all in one place.” The idea.

CEM 200

More Trending

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Google ThinkAuto Conference Provided Insight for Dealers and OEMs Alike

InMoment XI

I gave a talk yesterday at the 2012 Google ThinkAuto Conference in Toronto. There were two things that stood out for the day: Google has a lot of smart people; I was the second oldest guy in the room next to Dennis DesRosiers. There were several themes that emerged that have important implications for dealers. View Article.

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Good CEM Design Avoids Data Dump Dashboards

InMoment XI

How do you ensure your CEM integration efforts won’t fail? The concept of integration has the industry buzzing as it relates to customer experience management systems. While there are many definitions of “data integration”, the one that seems to have prominence is the increasingly ubiquitous race to “put it all in one place.” The idea.

CEM 200
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Reality Imitating Reality?

InMoment XI

Every now and again I will be flipping channels and come across some odd bit of television. I am not a huge fan of anything labeled as reality television, preferring, as many Americans do, to escape into the mindless fray of more fictionalized offerings. However, I must admit that I am all over reality shows.

200
200
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Google ThinkAuto Conference Provided Insight for Dealers and OEMs Alike

InMoment XI

I gave a talk yesterday at the 2012 Google ThinkAuto Conference in Toronto. There were two things that stood out for the day: Google has a lot of smart people; I was the second oldest guy in the room next to Dennis DesRosiers. There were several themes that emerged that have important implications for dealers.

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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

article thumbnail

Good CEM Design Avoids Data Dump Dashboards

InMoment XI

How do you ensure your CEM integration efforts won’t fail? The concept of integration has the industry buzzing as it relates to customer experience management systems. While there are many definitions of “data integration”, the one that seems to have prominence is the increasingly ubiquitous race to “put it all in one place.” The idea.

CEM 200
article thumbnail

Reality Imitating Reality?

InMoment XI

Every now and again I will be flipping channels and come across some odd bit of television. I am not a huge fan of anything labeled as reality television, preferring, as many Americans do, to escape into the mindless fray of more fictionalized offerings. However, I must admit that I am all over reality shows.

200
200
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Google ThinkAuto Conference Provided Insight for Dealers and OEMs Alike

InMoment XI

I gave a talk yesterday at the 2012 Google ThinkAuto Conference in Toronto. There were two things that stood out for the day: Google has a lot of smart people; I was the second oldest guy in the room next to Dennis DesRosiers. There were several themes that emerged that have important implications for dealers.

article thumbnail

Combine Text Analytics and Data Mining to Uncover Deeper Customer Insights

InMoment XI

The explosion of digital and social media has changed the way we communicate – as people, as consumers, and as companies. While this has made hearing the voice of the customer easier than ever, it has also introduced a new challenge: too much information (or, as the Twitter Generation would say, TMI). Much of this content is unstructured text in comments or social media postings.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

article thumbnail

Combine Text Analytics and Data Mining to Uncover Deeper Customer Insights

InMoment XI

The explosion of digital and social media has changed the way we communicate – as people, as consumers, and as companies. While this has made hearing the voice of the customer easier than ever, it has also introduced a new challenge: too much information (or, as the Twitter Generation would say, TMI). Much of this content is unstructured text in comments or social media postings.

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A One Percentage Point Uptick in Satisfaction Score Can Be a Big Deal

InMoment XI

Setting target scores in customer experience measurement programs is a tricky business. In the automotive industry, the publication of annual syndicated studies is frustrating to those manufacturers whose scores drop or fall below average. Sometimes the result of this is to increase target scores on internal customer experience measurement programs.

article thumbnail

A One Percentage Point Uptick in Satisfaction Score Can Be a Big Deal

InMoment XI

Setting target scores in customer experience measurement programs is a tricky business. In the automotive industry, the publication of annual syndicated studies is frustrating to those manufacturers whose scores drop or fall below average. Sometimes the result of this is to increase target scores on internal customer experience measurement programs.

article thumbnail

A One Percentage Point Uptick in Satisfaction Score Can Be a Big Deal

InMoment XI

Setting target scores in customer experience measurement programs is a tricky business. In the automotive industry, the publication of annual syndicated studies is frustrating to those manufacturers whose scores drop or fall below average. Sometimes the result of this is to increase target scores on internal customer experience measurement programs.

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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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Is Your Customer Service Experience a Long Line to Customer Loyalty?

Pretium Solutions

I happened upon this marvelous animation and wanted to share its fantastic portrayal of the frustrating customer service experience. We’ve all had little red bear’s customer service experience. Is it my bad luck when I choose the wrong line, or is it poor customer experience design? I challenge you to examine all your customer experience touchpoints.

Loyalty 40
article thumbnail

Is Your Customer Service Experience a Long Line to Customer Loyalty?

Pretium Solutions

I happened upon this marvelous animation and wanted to share its fantastic portrayal of the frustrating customer service experience. We’ve all had little red bear’s customer service experience. Is it my bad luck when I choose the wrong line, or is it poor customer experience design? I challenge you to examine all your customer experience touchpoints.

Loyalty 40