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.

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.

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.

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

What Employers Can Do to Foster Employee Engagement

Service Untitled

With the current economic condition, many organizations have been forced to cut costs and reduce staffing levels. These kinds of business decisions can affect the remaining employee’s ability to stay positive and not focus on the negative.

More Trending

Customer service tips

Very Best Service

Tips 63

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.

I Love Amsterdam; Mainland Chinese Love Hong Kong

Sampson Lee

Alice Tse loves Amsterdam and Mainland Chinese love Hong Kong for different reasons; identify your battles – touch-point experiences – to win and to lose. I amsterdam: A City of Differences by Alice Tse, Global CEM Operations Director – Hong Kong ‘I amsterdam’ is the name of the official English-language website for the City of […]. Blog Customer Experience

CEM 40

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.

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

Video: Was the LA Auto Show Worth It?

MaritzCX

Millions are spent on auto shows. Is it worth it

Video 260

Was the LA Auto Show Worth It?

MaritzCX

Millions are spent on auto shows. Is it worth it

260
260

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

Personalized Customer Experience with All-In-One Voice, Video, Chat, Contact Center

Reliable communications are mission critical in today’s business environment. Customers are increasingly selective, and companies compete on the customer experience. Incorporating integrated communications as a key component is driving high returns.

First Impressions

MaritzCX

Do We Really Know Who’s Buying Our Cars

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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.

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

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

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

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.

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.

Exceptional Experiences for Employees and Customers

One of the top trends driving a new communication experience is how companies are competing on the customer experience. Organizations that combine contact center and business communications see 3x higher customer satisfaction and 2.4x revenue growth.

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

Video: Oh The Humanity…

MaritzCX

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

Video 200

5 Ways to Engage Employees for Immediate Impact

Speaker: Vicki Brackett, Author and COO of Sinousia

Author of the new book The Leadership Toolbox and Chief Operating Officer of Sinousia, Vicki Brackett shares creative and proven ways to engage your employees in either work at home environment or traditional brick and mortar. These strategies have been vetted by thousands of employees and have a track record of making immediate impact to customer service satisfaction scores, sales conversion, absenteeism and employee retention. When it comes to employee performance, you must be proactive on the front-end, or you are forced to be reactive on the back end!

Oh The Humanity…

MaritzCX

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

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200

Timing Is Everything

MaritzCX

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

Timing Is Everything

MaritzCX

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