InMoment XI

APRIL 12, 2011

When you combine structured data with unstructured data, such as freeform replies to open-ended survey questions or comments on the Internet, you add another layer of depth that can give you a complete picture. For example, you can see what customers are saying about a poorly performing product, why customers in a specific region for a specific type of product and for a specific time period are unhappy, and what were the key issues that drove low satisfaction.

Survey 200

Survey Examples Data Customers 200

Service Untitled

APRIL 12, 2011

No matter how hard any of us try to deliver the best products and the best service, something can always go awry. For instance, there’s the online florist who sent Valentine flowers on February 16, or the online dress boutique who sent a little black dress in a size 14 instead of the ordered size 4. If similar mistakes had been made while shopping at the local mall, it’s a pretty simple procedure just to go there and work out the details for an exchange or adjustment, but the online

How To 51

How To Policies Customer Confidence Customers 51

Customer Interactions

APRIL 10, 2011

'You’ve heard it many times at the beginning of a customer service call: “this call may be monitored for quality assurance.” But what about 9-1-1? No where is quality service is more important than 9-1-1. There is much at stake when a call goes wrong: your agency’s reputation, potential liability and expensive litigation; and most importantly, peoples’ lives.

Telecommunications 29

Telecommunications Video System Data 29

InMoment XI

APRIL 12, 2011

When you combine structured data with unstructured data, such as freeform replies to open-ended survey questions or comments on the Internet, you add another layer of depth that can give you a complete picture. For example, you can see what customers are saying about a poorly performing product, why customers in a specific region for a specific type of product and for a specific time period are unhappy, and what were the key issues that drove low satisfaction.

Survey 200

Survey Examples Data Customers 200

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Customers

InMoment XI

APRIL 12, 2011

When you combine structured data with unstructured data, such as freeform replies to open-ended survey questions or comments on the Internet, you add another layer of depth that can give you a complete picture. For example, you can see what customers are saying about a poorly performing product, why customers in a specific region for a specific type of product and for a specific time period are unhappy, and what were the key issues that drove low satisfaction.

Survey 200

Survey Examples Data Customers 200

Service Untitled

APRIL 15, 2011

Managing customer expectations are closely tied to an organization’s consistent and accurate ability to communicate. When there are poorly managed expectations and neglectful follow-up procedures, customers become confused, disappointed, and frustrated. Basically the problems arise when a service, product, call back, or response has not been delivered or is not what the customer expected.

Customer Expectations 48

Customer Expectations Meeting Sales Customers 48

Service Untitled

APRIL 13, 2011

Most businesses tend to focus their efforts on growing along a single dimension: acquisition. Good ones take it step further and focus on “service recovery,” making every attempt to retain a customer’s business after something has gone horribly wrong. Great businesses recognize and actively work a third dimension by paying attention to those cues that indicate their customer is becoming disinterested.

Insurance 44

Insurance Contact Center Customer Confidence Travel 44