InMoment XI
SEPTEMBER 13, 2013
Looking for ideas to enhance the customer experience in the automotive industry is a fascinating journey. Our company spends a lot of time studying and measuring the customer experience and yesterday was special because I was at the Google Think Auto conference and it gets you thinking. A highlight was the retail expert from the UK. As. View Article.
Service Untitled
SEPTEMBER 4, 2013
'Most of us take great pride in the excellent products or services we provide, but let’s face it – there are many great organizations and service providers who do the same thing. So how do we set ourselves apart from our competition? Better yet, how do we deliver customer service above and beyond; services and products which shoot us out of that “good” box and upward towards the big blue sky of “great”?
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Horizon CX
SEPTEMBER 30, 2013
'Being a Customer Experience (CX) professional and having studied and practiced the art and the science of this wonderful CX discipline for over nine years now, (all within one organization) I pause to reflect on what the net result is of all the hard and dedicated work that we CX professionals have accomplished thus far and what we are yet to accomplish.
Very Best Service
SEPTEMBER 3, 2013
'Customer service reputation One critical aspect of good customer service management is to be well aware of all the smoke signals sent by customer though all available channels including social media. If they are carefully monitored, captured and acted upon they can help create a positive feedback loop initiated by customers for the long term benefit of the company.
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Aveus
SEPTEMBER 17, 2013
I started my career as a banker during a rapid period of deregulation. Banks weren’t sure what to do. Regulators were making up the new rules and literally publishing them every Tuesday when the DIDC (Depository Institutions Deregulatory Committee) would issue the changes for the week. Seriously. And consumers didn’t understand all that was happening but were trying to find their way.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
InMoment XI
SEPTEMBER 13, 2013
Looking for ideas to enhance the customer experience in the automotive industry is a fascinating journey. Our company spends a lot of time studying and measuring the customer experience and yesterday was special because I was at the Google Think Auto conference and it gets you thinking. A highlight was the retail expert from the UK. As.
Service Untitled
SEPTEMBER 16, 2013
'This week was a drama-filled example of a customer “gone wild” when an incredibly frustrated customer service recording from Reddit was made public on YouTube. Picture a client, who for three hours tried in vain to get an issue resolved at an alleged home security organization, and went from agent to agent until finally customer service representative Michelle left a number for the client to call.
Brad Cleveland Blog
SEPTEMBER 23, 2013
Cisco recently produced a study based on a survey of Gen-Y-ers (respondents included were college students and workers ages 18-30 years old). Some of the interesting (if rather unsurprising) statistics include: 9 out of 10 make checking their smartphones part of their morning routine (along with breakfast and brushing teeth). 60% check their smartphones compulsively.
Very Best Service
SEPTEMBER 20, 2013
'Treat your customers like Royalty Should you treat all your customers like Royalty? We have written previously about whether to offer a standard customer service to all or tailor it to individual customers or group of customers. The debate rages on as tailored customer service will obviously be much more expensive to deliver. There is even an argument that tailoring is not actually required.
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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.
Customer Interactions
SEPTEMBER 27, 2013
'I recently came across a book titled Why How We Do Anything Means Everything in Business. In this book, author Dov Seidman quotes legendary General Electric CEO Jack Welch: “There’s no secret to the what; the secret is in how. They (GE competitors) can know our model, but they cannot do it. They can’t copy our hows.” The book argues that organizations are very proficient at measuring “how much” but they struggle in measuring the “how” (in other wo
Upwave
SEPTEMBER 26, 2013
As “Breaking Bad” careens violently toward its series finale, many plot points are still up in the air: Will Walt escape the law? Will he reclaim his money from the Aryan Brotherhood? Does baby Holly stand any chance at avoiding severe psychological trauma? As an office full of “Breaking Bad” fans, we at Upwave were curious if viewers wanted a sympathetic ending for Walt despite his moral corrosion.
InMoment XI
SEPTEMBER 13, 2013
Looking for ideas to enhance the customer experience in the automotive industry is a fascinating journey. Our company spends a lot of time studying and measuring the customer experience and yesterday was special because I was at the Google Think Auto conference and it gets you thinking. A highlight was the retail expert from the UK. As.
Service Untitled
SEPTEMBER 30, 2013
'Amazon is stepping up the customer service game for users of the new Kindle Fire HDX. For those of us who might be a tad technologically challenged or for any problem that might occur, Mayday is a built in remote support and instant helpline available to the consumer 24/7/365 days a year. So if you’re confused by the predecessors and have used YouTube videos or Googled your questions for years, the new age of customer service may be setting Amazon apart from their competition.
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!
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Brad Cleveland Blog
SEPTEMBER 23, 2013
Cisco recently produced a study based on a survey of Gen-Y-ers (respondents included were college students and workers ages 18-30 years old). Some of the interesting (if rather unsurprising) statistics include: 9 out of 10 make checking their smartphones part of their morning routine (along with breakfast and brushing teeth). 60% check their smartphones compulsively.
InMoment XI
SEPTEMBER 12, 2013
Whether good or bad, businesses are interested in what you have to say. For example, fast food establishments want to hear your thoughts to improve the customer experience—from the food itself, to the promptness of service, to the accuracy of the order—because what you say matters. Recently I took an online survey from a popular. View Article.
InMoment XI
SEPTEMBER 12, 2013
Whether good or bad, businesses are interested in what you have to say. For example, fast food establishments want to hear your thoughts to improve the customer experience—from the food itself, to the promptness of service, to the accuracy of the order—because what you say matters. Recently I took an online survey from a popular.
InMoment XI
SEPTEMBER 12, 2013
Whether good or bad, businesses are interested in what you have to say. For example, fast food establishments want to hear your thoughts to improve the customer experience—from the food itself, to the promptness of service, to the accuracy of the order—because what you say matters. Recently I took an online survey from a popular.
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.
InMoment XI
SEPTEMBER 9, 2013
Why do we use charts or data visualizations? It’s to display some set of data in an engaging way that helps the audience identify patterns or trends in the data, in order to gain some kind of insight or to make some kind of decision. So, it should be both interesting and useful. Interesting to.
InMoment XI
SEPTEMBER 9, 2013
Why do we use charts or data visualizations? It’s to display some set of data in an engaging way that helps the audience identify patterns or trends in the data, in order to gain some kind of insight or to make some kind of decision. So, it should be both interesting and useful. Interesting to.
InMoment XI
SEPTEMBER 9, 2013
Why do we use charts or data visualizations? It’s to display some set of data in an engaging way that helps the audience identify patterns or trends in the data, in order to gain some kind of insight or to make some kind of decision. So, it should be both interesting and useful. Interesting to.
InMoment XI
SEPTEMBER 3, 2013
The last time I checked, the reason we do customer experience research is to understand how a company delivers a great experience to its customers. We also want to understand what can be done to improve that experience, creating stronger customer relationships and in turn, stronger business performance. Recently, my colleague Randy Brandt, published a.
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
InMoment XI
SEPTEMBER 3, 2013
The last time I checked, the reason we do customer experience research is to understand how a company delivers a great experience to its customers. We also want to understand what can be done to improve that experience, creating stronger customer relationships and in turn, stronger business performance. Recently, my colleague Randy Brandt, published a.
InMoment XI
SEPTEMBER 3, 2013
The last time I checked, the reason we do customer experience research is to understand how a company delivers a great experience to its customers. We also want to understand what can be done to improve that experience, creating stronger customer relationships and in turn, stronger business performance. Recently, my colleague Randy Brandt, published a.
InMoment XI
SEPTEMBER 26, 2013
A few months ago, I posted a blog about the ABA Regulatory Compliance Conference and a new product we had rolled out. Well, I just wrapped up attending the American Banker’s Regulatory Symposium in Arlington, Virginia and NOT surprisingly the same key theme that emerged over and over – as discussed by Richard Cordray and. View Article.
InMoment XI
SEPTEMBER 26, 2013
Recently, I was talking to my son about my research and training in the area of Net Promoter Score®. I told him how I had found it to be a great metric that companies can use to gauge satisfaction. As I talked, I noticed the look on his face turn rather menacing. I asked him. View Article.
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