InMoment XI
AUGUST 24, 2010
It’s important to put all of VOC scores and feedback into the broader context – how well do you do stack up against your competitors? I’m talking about benchmarking, which means making comparisons to help you understand the perception of your business relative to the competition in the minds of your customers.
Service Untitled
AUGUST 24, 2010
Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Customer perks for poor customer service Cheryl August 24, 2010 Customer Satisfaction , Customer Service , Little Things, Big Differences 1 Comment There are a lot of factors that get rolled into one final exclamation of really poor customer service, and haven’t we all felt at one time or another the ardent desire to just scream in
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InMoment XI
AUGUST 24, 2010
It’s important to put all of VOC scores and feedback into the broader context – how well do you do stack up against your competitors? I’m talking about benchmarking, which means making comparisons to help you understand the perception of your business relative to the competition in the minds of your customers.
InMoment XI
AUGUST 24, 2010
It’s important to put all of VOC scores and feedback into the broader context – how well do you do stack up against your competitors? I’m talking about benchmarking, which means making comparisons to help you understand the perception of your business relative to the competition in the minds of your customers.
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InMoment XI
AUGUST 21, 2010
Demanding workloads press in on our workweek. VOC data challenges long-cherished assumptions held by senior leadership about what makes customers tick. We have put so much time and effort into gathering and analyzing the customer voice that we have nothing left to give to action, right? Wrong. Driving change in response to VOC initiatives is what makes a VOC practitioner into an effective customer advocate who drives bottom-line corporate health.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
InMoment XI
AUGUST 21, 2010
Demanding workloads press in on our workweek. VOC data challenges long-cherished assumptions held by senior leadership about what makes customers tick. We have put so much time and effort into gathering and analyzing the customer voice that we have nothing left to give to action, right? Wrong. Driving change in response to VOC initiatives is what makes a VOC practitioner into an effective customer advocate who drives bottom-line corporate health.
Service Untitled
AUGUST 27, 2010
Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives The benefits of a process-focused organization Cheryl August 27, 2010 Behind the Scenes , Customer Service No Comments Business processes help companies to realize their own organizational objectives so that management can review and realign as the market changes, customer needs change, products change, and strategies change.
Service Untitled
AUGUST 26, 2010
Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Interview with Doria Camaraza from American Express – Part 1 of 4 Douglas August 26, 2010 Behind the Scenes , Customer Service Experience , Hiring & Training , Interviews , Specific Companies No Comments About two weeks ago, I interviewed Doria Camaraza, who is is the Senior Vice President and General Manager of Fort Lauderdal
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