2012

article thumbnail

Mystery Shops To Help Build Process Improvements

InMoment XI

I have some homework for you as you plan your summer vacation. I want you to do some mystery shops for me. Try dropping in to various dealerships in and around where you live. Shop different brands, not just your own, and see what happens. It can be incredibly enlightening to see how you.

Brands 307
article thumbnail

Customer-Obsessed Service

Customers Rock!

Social media has pushed customer service to the forefront for many organizations. Responses are often faster in social media than they are in traditional service channels, since social media makes everything extremely visible. And when things go wrong, customers often flock to social media to air their grievances; a perfect example is the article I recently co-authored for Forbes Online, with Mark Fidelman , about the Southwest Airlines 3 Million Fan Flash Sale fiasco.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

Where Does Customer Experience Management Fit in an Organization?

Customer Input

'Customer experience is a multichannel, cross-departmental concern and while every department in the company affects the customer experience, the role of managing it should belong be a new, separate function with leverage across the organization.

article thumbnail

How ramping up customer service is paying off for Home Depot

Service Untitled

Years ago when contractors were so busy building houses, supply giant Home Depot paid a lot more attention to the builders than to the do-it-yourself home owners. After all, the economy was booming and a realtor could scarcely keep any home inventory available for new buyers, and so the prices kept climbing while customers lined up at the cash registers.

article thumbnail

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.

article thumbnail

Even Your Dog Deserves Excellent Customer Service

Pretium Solutions

I sent my husband off to work today with our two St. Bernards, Otis and Rosie. Both stood on the back seat of his little car, one gigantic head sticking out of each back window, on their way to a very personal experience at the groomer – bath, brush and beautification. They are always an amusing sight that draws attention and smiles from passersby. My husband’s task is simple – drop off Otis and Rosie at the groomer on the way to a meeting, wrangle the collective 280 pounds of beasts into

More Trending

article thumbnail

Customer-Centricity Is Not the Solution; It’s the Problem

Sampson Lee

I just read a blog post by Bob Thompson titled “Starbucks is customer-centric, because it listened… to ME.” To summarize the post in a few sentences: Bob is a regular customer of a Starbucks store near his house. He had an unsatisfactory experience with that store. He then wrote to Starbucks to voice his dissatisfaction. […].

article thumbnail

My Vision of the PSAP of the Future

Customer Interactions

'As an industry, 9-1-1 is on the threshold of some big changes. NG9-1-1 and consolidation are two. But those aren’t the only trends that will shape the PSAP of the future. Let me share my vision with you. Every week, I read about more and more municipalities undertaking or expanding city-wide video surveillance initiatives. Of course, the focal point for these programs is typically the city surveillance center.

Video 45
article thumbnail

Consider Posting Customer Service Statistics

Brad Cleveland Blog

Posting statistics on your customer services can be smart move. It tells your customers that you care, emphasizes important aspects of performance, provides your team with focus and, yes, provides useful information to customers. Real time and rolling stats can be posted in many places, including your website, mobile apps, overhead screens like this example (London’s Heathrow Airport), and elsewhere.

article thumbnail

Combine Text Analytics and Data Mining to Uncover Deeper Customer Insights

InMoment XI

The explosion of digital and social media has changed the way we communicate – as people, as consumers, and as companies. While this has made hearing the voice of the customer easier than ever, it has also introduced a new challenge: too much information (or, as the Twitter Generation would say, TMI). Much of this content is unstructured text in comments or social media postings.

article thumbnail

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!

article thumbnail

5 Point Versus 11 Point Scales – Part 2

InMoment XI

In my last post , we looked at the correlation between 5pt and 11pt scales over time. We saw that they were very well aligned in how they changed together. However, an average score is not a complete picture.

227
227
article thumbnail

5 Point Versus 11 Point Scales – Part 1

InMoment XI

At MaritzCX, we are often asked, “Which scale should I use on my customer experience study?” In this three part series, we will look at some of the analytical differences between scales that can be attributed to only the scale itself. MaritzCX clients use a variety of rating scales for different reasons. In some cases a.

Analytics 227
article thumbnail

Thank You for a Great Year!

InMoment XI

As 2012 draws to a close, we want to thank all of you for another great year. Because of your support, not only did we have strong growth, but Allegiance also gained major customers and key personnel, announced innovative new products and was recognized with many awards.

article thumbnail

Thank You for a Great Year!

InMoment XI

As 2012 draws to a close, we want to thank all of you for another great year. Because of your support, not only did we have strong growth, but Allegiance also gained major customers and key personnel, announced innovative new products and was recognized with many awards.

article thumbnail

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?

article thumbnail

Thank You for a Great Year!

InMoment XI

As 2012 draws to a close, we want to thank all of you for another great year. Because of your support, not only did we have strong growth, but Allegiance also gained major customers and key personnel, announced innovative new products and was recognized with many awards.

article thumbnail

December 21, 2012, End of the World Edition

InMoment XI

So, the Mayans supposedly said that the world is ending on December 21, 2012. Like many of you, I don’t swallow this stuff without a bit of evidence, and I’m delighted to have found a video published by NASA that refutes this. However, as non-alarmist as this video might be, I wonder why they published.

Video 200
article thumbnail

December 21, 2012, End of the World Edition

InMoment XI

So, the Mayans supposedly said that the world is ending on December 21, 2012. Like many of you, I don’t swallow this stuff without a bit of evidence, and I’m delighted to have found a video published by NASA that refutes this. However, as non-alarmist as this video might be, I wonder why they published.

Video 200
article thumbnail

December 21, 2012, End of the World Edition

InMoment XI

So, the Mayans supposedly said that the world is ending on December 21, 2012. Like many of you, I don’t swallow this stuff without a bit of evidence, and I’m delighted to have found a video published by NASA that refutes this. However, as non-alarmist as this video might be, I wonder why they published.

Video 200
article thumbnail

Top 5 Ways to Optimize Your Loyalty Strategy

Speaker: Lauren Barash, Vice President, Brand Marketing

In an ever-evolving industry, building and retaining loyal customers is critical to the success of any restaurant business. Join Lauren Barash, VP of Brand Marketing at Full Course, as she delves into the world of restaurant loyalty programs, and reveals the top five essential strategies to optimize your approach! This webinar will explore: Loyalty trends and what you should be focusing on 📊 Actionable insights and ideas to help you develop the most powerful and effective loyalty program

article thumbnail

It don’t mean a thing if it ain’t got that …. emotion!

InMoment XI

Well, this is not about music. But as songs can be very emotional, also brands often try to create strong feelings. In particular in times when products and services hardly differ, emotional branding offers opportunities to appear somewhat special and unique. This is even more interesting because an emotional relationship can create a strong link. View Article.

Brands 200
article thumbnail

Video: Reindeer Customer Satisfaction and Santa Support Study Just Released

InMoment XI

Hot off the press – the 2013 RCSASSS determines who is really worthy of leading Santa’s sleigh on Monday night. Enjoy and all of the best for the holidays from your friends at Maritz. Chris @christravell on Twitter.

article thumbnail

It don’t mean a thing if it ain’t got that …. emotion!

InMoment XI

Well, this is not about music. But as songs can be very emotional, also brands often try to create strong feelings. In particular in times when products and services hardly differ, emotional branding offers opportunities to appear somewhat special and unique. This is even more interesting because an emotional relationship can create a strong link.

Brands 200
article thumbnail

Video: Reindeer Customer Satisfaction and Santa Support Study Just Released

InMoment XI

Hot off the press – the 2013 RCSASSS determines who is really worthy of leading Santa’s sleigh on Monday night. Enjoy and all of the best for the holidays from your friends at Maritz.

article thumbnail

Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

article thumbnail

It don’t mean a thing if it ain’t got that …. emotion!

InMoment XI

Well, this is not about music. But as songs can be very emotional, also brands often try to create strong feelings. In particular in times when products and services hardly differ, emotional branding offers opportunities to appear somewhat special and unique. This is even more interesting because an emotional relationship can create a strong link.

Brands 200
article thumbnail

Reindeer Customer Satisfaction and Santa Support Study Just Released

InMoment XI

Hot off the press – the 2013 RCSASSS determines who is really worthy of leading Santa’s sleigh on Monday night. Enjoy and all of the best for the holidays from your friends at Maritz.

article thumbnail

Transactional Surveys Provide Actionable Insight

InMoment XI

As consumers, we're often asked to take a survey directly from the point of sale or point of interaction - via a sign at the store, a toll-free number or web address on the bottom of a receipt, on a restaurant satisfaction card, in a pop-up invitation during a website visit, or in other, increasingly creative ways as technology continues to expand. Why do companies commit considerable time and valuable resources to transactional surveys?

Survey 200
article thumbnail

Transactional Surveys Provide Actionable Insight

InMoment XI

As consumers, we're often asked to take a survey directly from the point of sale or point of interaction - via a sign at the store, a toll-free number or web address on the bottom of a receipt, on a restaurant satisfaction card, in a pop-up invitation during a website visit, or in other, increasingly creative ways as technology continues to expand. Why do companies commit considerable time and valuable resources to transactional surveys?

Survey 200
article thumbnail

SME Relationships: Proven Solutions for Seamless Collaboration and Success

Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions

💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!

article thumbnail

Transactional Surveys Provide Actionable Insight

InMoment XI

As consumers, we're often asked to take a survey directly from the point of sale or point of interaction - via a sign at the store, a toll-free number or web address on the bottom of a receipt, on a restaurant satisfaction card, in a pop-up invitation during a website visit, or in other, increasingly creative ways as technology continues to expand. Why do companies commit considerable time and valuable resources to transactional surveys?

Survey 200
article thumbnail

Storytelling With Data: Dashboarding Do’s and Don’ts with Cole Nussbaumer

InMoment XI

Join us as we welcome Cole Nussbaumer, people analytics expert at Google on Allegiance BlogTalkRadio. In this interview, Cole discusses best practices regarding data reporting and dashboard design.

Data 200
article thumbnail

Join Us On-Air Friday for an Interview with HireVue

InMoment XI

This is an open invitation to have you join our upcoming blog talk radio show live, on-air this Friday the 14th at 4pm Mountain (6pm Eastern). I'll be chatting with Porter Williams and Jacob Bauer of HireVue, a leading provider of Digital Interview services, which serves companies such as Wal Mart, Starbucks and Nike.

Company 200