2011

Video: Was the LA Auto Show Worth It?

MaritzCX

Millions are spent on auto shows. Is it worth it? Automotive

Video 260

Customer Service Through Social Media: The game has changed

Customers Rock!

Today’s post is written by a guest blogger, Harry Rollason. Harry is with Useful Social Media , and I will be presenting at their New York Conference on Social Media and Customer Service next week.

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Is sample eating your research budget?

QuestionPro Audience

While online research is poised to remain the data collection mode of choice for most researchers, the acquisition of a reliable online sample can account for more than 40% of a typical research project.

B2B 195

Customer Service Grace Under Pressure

Dennis Snow

In this video I discuss the art of delivering a positive customer experience, even when things are hectic and you have to move quickly. If you receive my blog via email, you may need to click here to view the video.

Increased Customer Satisfaction and Lower Call Volume During Rapid Expansion

Learn how a customized support solution for a rapidly expanding company resulted in increased customer satisfaction and decreased support calls.

3 Resolutions for Excellent Customer Service in 2012

Pretium Solutions

Well, the ribbons are barely off the holiday packages and we are still digesting the last of the figgy pudding, so that means it must be time for us to fill the air with lots of resolutions for 2012.

More Trending

Bringing The Brand And Brand Promise To Life Is A Big Piece Of Customer Experience

Annie Tsai

Given Apple's various announcements yesterday, I thought it'd be nice to republish this blog post highlighting Apple's brand promise. When you see a brand logo, what sort of expectations come to mind?

Customer service tips

Very Best Service

Tips 63

New York as a Brand: Great Cities are Great Brands

Sampson Lee

Marco De Veglia perceives the Big Apple as a brand. We perceive a city in the same way we perceive a brand—a city is a brand. When Cities are Brands, Not Places by Marco De Veglia, Global CEM International Partner – Italy Some places are called “The New York of [insert country]” Some things are […]. Blog Customer Experience

CEM 40

NICE NUG Expands

Customer Interactions

In June I wrote in this very same blog and told you to keep your eyes and ears tuned for an exciting announcement about the NICE User Group. Well, it’s official. The NUG (as it’s known) has now opened up membership to NICE Security and Public Safety customers. If you’re a NICE Security or Public Safety customer, this is very good news indeed! Many of you may not know much about the NUG, so let me offer a brief introduction.

3 Signs You Need A Self-Service Consumer Insights Solution

Understanding consumers can be a complex task. Consumer research can be a lengthy process–whether it’s manual research or configuring and training first generation AI machines on what to look for in consumer feedback.

The Contact Center’s Opportunity to Deliver Strategic Value

Brad Cleveland

By harnessing what’s learned from interacting with customers, contact centers (call centers) have enormous potential to provide valuable intelligence and support to other parts of the company.

Video: Was the LA Auto Show Worth It?

MaritzCX

Millions are spent on auto shows. Is it worth it

Video 260

How Zappos Affects Your Customer Experience

Customers Rock!

Who is your customer experience competition? Those of you only looking inside your own industry need to take a look around, as your competitors are not who you think they are – especially online.

Was the LA Auto Show Worth It?

MaritzCX

Millions are spent on auto shows. Is it worth it

260
260

ABCs of Data Normalization for B2B Marketers

Data normalization. It’s not a far stretch to suggest that the topic isn’t exactly what gets marketers excited in their day-to-day workflow. However, if lead generation, reporting, and measuring ROI is important to your marketing team, then data normalization matters - a lot. In this eBook, we’ll break down the ins and outs of data normalization and review why it’s so critical for your marketing strategies and goals!

Video: First Impressions

MaritzCX

Do We Really Know Who’s Buying Our Cars? Automotive

Video 260

Video: First Impressions

MaritzCX

Do We Really Know Who’s Buying Our Cars

Video 260

First Impressions

MaritzCX

Do We Really Know Who’s Buying Our Cars

260
260

Applying Text Analytics to Social Media

MaritzCX

The amount of customer feedback coming from social media channels is growing rapidly. Companies who don’t capture and analyze this feedback are missing or ignoring a large percentage of the valuable information that could be helpful to their business.

Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

Applying Text Analytics to Social Media

MaritzCX

The amount of customer feedback coming from social media channels is growing rapidly. Companies who don’t capture and analyze this feedback are missing or ignoring a large percentage of the valuable information that could be helpful to their business.

The Growing Role of Customer Feedback in Marketing and Sales

MaritzCX

When sales and marketing professionals hear the words "customer feedback," most tend to think of colleagues who spend their time in statistical analysis and tracking customer satisfaction scores.

Sales 260

Survey Says…VOC Departments See Change on the Horizon

MaritzCX

Many VOC professionals have realized that in order to add value to the organization, they must spend less time telling a VOC story and more time telling a business story. Think of this new approach as a fundamental mental shift starting with the VOC leadership team.

Survey 260

Survey Says…VOC Departments See Change on the Horizon

MaritzCX

Many VOC professionals have realized that in order to add value to the organization, they must spend less time telling a VOC story and more time telling a business story. Think of this new approach as a fundamental mental shift starting with the VOC leadership team.

Survey 260

The Employee Factor - Perfecting Your CX From Within

Speaker: Dennis Snow, President, Snow & Associates

Too often, organizations and their CX experts only look at the company's relationship with the customer to look for improvement. While it's essential to creating the perfect customer journey, it's only one aspect. It's time to look within: at your employees' relationships with each other, and with the company. Not only does it take powerful leadership, but a complete shift in focus: your company must be customer-centric in every function.Based on his 20-years with Walt Disney World along with many years of consulting with organizations around the world, Dennis Snow will provide a “how-to” program for engaging employees in delivering outstanding customer service. This webinar will provide you with strategic tools that can be used to raise the bar of service throughout your organization

Announcing my first book: The Hidden Power of Your Customers

Customers Rock!

I am so excited to share the news with all of you that I have a book coming out in July! And it is thanks to you, my faithful Customers Rock! readers, that it is happening.

Influencers vs Advocates

Customers Rock!

What is the difference between an influencer and an advocate for a brand? A lot of people recommend that a brand practice “influencer outreach”; others suggest a brand advocacy program is paramount for an organization.

Brands 211

Killer Customer Service, or Customer-Killer Service?

Customers Rock!

A friend of mine has been a member of a particular airline’s frequent flier program (we will call this major US airline, AirlineX) for a number of years. He even has a credit card linked to that account to help accrue points.

Video: Oh The Humanity…

MaritzCX

Organizations must learn from their failures in 2011 to grow the business successfully in 2012. Automotive

Video 200

How to Create Strong Community Personas

Speaker: Carrie Melissa Jones, Community Consultant

Ever wonder how to build effective community personas? Join Vanilla Forums on Tuesday, June 16th at 12 PM ET as Carrie Melissa Jones, Co-Author of Building Brand Communities, clears away the noise around community personas and gives you a method for doing member research to refine your personas.

Video: Oh The Humanity…

MaritzCX

Organizations must learn from their failures in 2011 to grow the business successfully in 2012

Video 200

Oh The Humanity…

MaritzCX

Organizations must learn from their failures in 2011 to grow the business successfully in 2012

200
200

Timing Is Everything

MaritzCX

Understanding why your customers enter the market when they did is important in developing strategic initiatives. Automotive