2011

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The World Champion at Play

InMoment XI

For those who haven’t seen this video, this is cool. Sebastian Vettel at the wheel of the Red Bull simulator doing a lap of Spa. Why can’t all video games be like this? We talk a lot in the industry about “fun to drive.” This is fun to drive! Enjoy.

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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. Plus, Harry interviewed me about my book, The Hidden Power of Your Customers: Four Keys to Growing Your Business Through Existing Customers. Here is some food for thought from Harry.

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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.

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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. Employees need to be actively engaged so they can add value to the organization. The customer experience can be significantly affected when employees are not engaged.

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From Data to Decisions: Maximizing Retail Potential with AI

Speaker: David Azoulay, Marc Stracuzza, and guest speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

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The Wise CEO & the Human Dimension – What Creates the Final Score?

Pretium Solutions

In the present confusing and conflicted global market environment, pressures and challenges intensify on today’s CEOs to deliver short-term results without losing sight of long-term goals and plans or veering away from long-term strategies. For the most part, short-term results are defined by financial metrics, as well they should be, because at the end of the day, these financial results are what matter most … it is the CEO’s and the organization’s final score in the end.

More Trending

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The Experience of Consistency is What Gets People Coming Back

Annie Tsai

As I continue to explore local businesses, I notice that I mentally categorize them into general buckets: You Get What You Pay For – varying expected sub-categorizations based on price, product and service quality Value Play – typically lower on the price and service scales but higher on product (or lower product and price and […].

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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 […].

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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!

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The Contact Center’s Opportunity to Deliver Strategic Value

Brad Cleveland Blog

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.

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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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Voice of Customer Matures, But…

InMoment XI

It has been a joy to watch our clients’ Voice of Customer initiatives season and mature over the last few years. Some things do get better with age, and a finely-honed VoC initiative is no exception. This is a reminder, however, to continue sweating the small stuff. Specifically, I mean reacting to tactical customer feedback in a prompt fashion: Addressing customer concerns and complaints swiftly and sincerely with empathy, and responding quickly to customer compliments to reinforce their enthus

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Voice of Customer Matures, But…

InMoment XI

It has been a joy to watch our clients’ Voice of Customer initiatives season and mature over the last few years. Some things do get better with age, and a finely-honed VoC initiative is no exception. This is a reminder, however, to continue sweating the small stuff. Specifically, I mean reacting to tactical customer feedback in a prompt fashion: Addressing customer concerns and complaints swiftly and sincerely with empathy, and responding quickly to customer compliments to reinforce their enthus

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Voice of Customer Matures, But…

InMoment XI

It has been a joy to watch our clients’ Voice of Customer initiatives season and mature over the last few years. Some things do get better with age, and a finely-honed VoC initiative is no exception. This is a reminder, however, to continue sweating the small stuff. Specifically, I mean reacting to tactical customer feedback in a prompt fashion: Addressing customer concerns and complaints swiftly and sincerely with empathy, and responding quickly to customer compliments to reinforce their enthus

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The Retail Experience as a Differentiator

InMoment XI

In a recent industry presentation, Volkswagen of America’s President and Chief Executive Jonathan Browning said one of the key pillars of his growth strategy will be the improvement of customer satisfaction. Browning is not alone in making such a statement as other executives have established similar goals for their organizations. I find this very interesting.

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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

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The Retail Experience as a Differentiator

InMoment XI

In a recent industry presentation, Volkswagen of America’s President and Chief Executive Jonathan Browning said one of the key pillars of his growth strategy will be the improvement of customer satisfaction. Browning is not alone in making such a statement as other executives have established similar goals for their organizations. I find this very interesting.

Retail 200
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The Retail Experience as a Differentiator

InMoment XI

In a recent industry presentation, Volkswagen of America’s President and Chief Executive Jonathan Browning said one of the key pillars of his growth strategy will be the improvement of customer satisfaction. Browning is not alone in making such a statement as other executives have established similar goals for their organizations. I find this very interesting.

Retail 200
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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. Organizations should be asking this question: Which companies have the best practices in customer focus across all industries ? I recently exchanged Facebook messages with Deb Robison , a smart marketing and social media gal.

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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. The book is called The Hidden Power of Your Customers: Four Keys to Growing Your Business Through Existing Customers , being published by John Wiley & Sons. The hardcover edition will be released on July 20, with eReader versions to follow.

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Navigating the Future: Unveiling Trends and Bold Predictions in Customer Experience

Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?

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Timing Is Everything

InMoment XI

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

Marketing 200
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Timing Is Everything

InMoment XI

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

Marketing 200
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Timing Is Everything

InMoment XI

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

Marketing 200
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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. In his recent book, Smart Business, Social Business , Michael Brito discusses these two important points. Michael and I shared the stage recently at the Lithium Technologies “Likes to Loves” event in Orange County, CA, and I had the opportunity to interview

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The State of Customer Onboarding 2024

Building lasting customer relationships has always been top-of-mind for businesses. However, in the last decade, organizations have recognized that the customer journey beyond the initial sale is as critical as the sale itself. Customer onboarding, or the customer’s first impression of you, is critical to forging lasting relationships and long-term success.

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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. This friend had earned enough miles for a free trip to Europe but hadn’t been able to fly AirlineX for awhile since his company now required him to fly the cheapest option (which this airline never was).

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Video: Oh The Humanity…

InMoment XI

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

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Video: Oh The Humanity…

InMoment XI

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

Video 200
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Oh The Humanity…

InMoment XI

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

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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.

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The Old College Try

Customers Rock!

Today, I have a special guest blogger, Greg Meyer. Greg and I are kindred spirits when it comes to customer experience, and I asked him to share a recent car rental story and the lessons one can learn from it. Thanks, Greg. You rock! The Old College Try. “Do, or do not. There is no try&# - @yoda. “We try harder&# - @avis. It’s really challenging to “speak with one voice&# as a company, whether your company is small, large, or anywhere in between.

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Letting Customers Contribute to the B2B Experience

Customers Rock!

How can companies get their customers more engaged and involved? Social media has been making it easier for user-generated content to appear as part of a brand’s marketing, usually with consumers. If a consumer is truly a loyal fan of that brand, they will be very excited to see their submission being used by their favorite company. There are many, many examples of companies using these tactics for marketing buzz and excitement as part of a social media campaign.

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The Hidden Power of Your Customers is Launched!

Customers Rock!

I just wanted to share some very exciting news with all of you – my book, The Hidden Power of Your Customers , is now launched! It has been an exciting week with the various launch activities, including an interview on NBC TV in San Diego, a book interview video released by my friends at Lithium Technologies , and the beginning of my book tour/book signing at the US Grant Hotel in San Diego.

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