InMoment XI
APRIL 12, 2012
In the film Five Easy Pieces, Jack Nicholson depicts the surly oil rig worker Robert Eroica Dupea. Shot in 1970, the chicken salad sandwich scene lives on in film history. The clip not only gives us good insight into Nicholson’s character, but 42 years later I believe it also gives us great insight into the. View Article.
Service Untitled
APRIL 4, 2012
Does your organization have a Facebook page where a customer can either “Like” or become “Friends”? Nowadays businesses are either riding the social media train or stranded at the depot. Clients and customers love the personal touch and having the ability to comment on an issue; the problem arises however, when no one from the company responds back or follows up on a complaint, lack of service, or even a social issue.
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Customer Input
APRIL 1, 2012
'Customer input Ltd announces today the launch of CEM HA Suite, the first ever total customer experience management solution. It automates in-depth analysis of customer attitudes, behaviors and needs across all company touch-points and includes company policies and procedures management and training modules.
Very Best Service
APRIL 12, 2012
'What is the link between a fish and customer service ? Better hope that there are none. Unless you operate in the fish industry, it is better to avoid fishy customer service practices. There are no clear universal pointers as to what ''fishy'' means but it could include known sub-standard operations, unfair practices, insufficient documentation, misleading advertising and many more horrible items that we can not quote in a blog dedicated to good customer service.
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Customer Interactions
APRIL 2, 2012
'NICE’s resident IP video expert, Dr. Bob Banerjee, spends a lot of time on the phone with SIs, consultants and end users. The one thing that invariably comes up is the question of whether to go with a turnkey or software only solution. It seems like a simple question on the surface, but the underlying issues can put everyone at odds. In this article published in the March issue of Security Dealer & Integrator, Dr.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
InMoment XI
APRIL 12, 2012
In the film Five Easy Pieces, Jack Nicholson depicts the surly oil rig worker Robert Eroica Dupea. Shot in 1970, the chicken salad sandwich scene lives on in film history. The clip not only gives us good insight into Nicholson’s character, but 42 years later I believe it also gives us great insight into the.
Service Untitled
APRIL 23, 2012
I recently finished reading The Welcomer Edge: Unlocking the Secrets to Repeat Business by Richard R. Shapiro who is the founder and President of The Center For Client Retention (TCFCR). Mr. Shapiro’s organization provides research, training, and consulting services to Fortune 500 corporations on how to improve customer service. The book begins with a lighthearted description of four distinct categories of customer service personnel any organization is likely to have on their payroll: We b
Customer Input
APRIL 1, 2012
Customer input Ltd announces today the launch of CEM HA Suite, the first ever total customer experience management solution. It automates in-depth analysis of customer attitudes, behaviors and needs across all company touch-points and includes company policies and procedures management and training modules.
InMoment XI
APRIL 12, 2012
In the film Five Easy Pieces, Jack Nicholson depicts the surly oil rig worker Robert Eroica Dupea. Shot in 1970, the chicken salad sandwich scene lives on in film history. The clip not only gives us good insight into Nicholson’s character, but 42 years later I believe it also gives us great insight into the.
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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.
Service Untitled
APRIL 15, 2012
Last evening a group of us went out to dinner at a popular Italian restaurant. One has to realize that South Florida – namely Palm Beach County is rich with tourists, snowbirds, and an occasional rude diner which gives us the opportunity to learn by someone’s mistakes. Our party was only seated for a few minutes when a rather rude uproar began at the next table.
Service Untitled
APRIL 11, 2012
Mother’s Day is coming, and with that comes the busiest day of the year for florists. Many of us order our flowers over the phone or the Internet, and since holidays are a one shot deal when it comes to flowers being at their required destination on time, we as consumers hold florists to a high level of “flower” responsibility. This past Valentine’s Day, Washington Post’s Melissa Bell stated, “Love hath no fury like a flower customer scoffed.” It seems a
Service Untitled
APRIL 10, 2012
Mother’s Day is coming, and with that comes the busiest day of the year for florists. Many of us order our flowers over the phone or the Internet, and since holidays are a one shot deal when it comes to flowers being at their required destination on time, we as consumers hold florists to a high level of “flower” responsibility. This past Valentine’s Day, Washington Post’s Melissa Bell stated, “Love hath no fury like a flower customer scoffed.” It seems a
InMoment XI
APRIL 27, 2012
One of the many benefits of having teenage sons is that they bring to your attention things that are potentially very interesting. To that end, our oldest sent me a link to a new video game that was only a matter of time. Those who have played (or watched our kids play) Roller Coaster Tycoon, View Article.
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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InMoment XI
APRIL 27, 2012
One of the many benefits of having teenage sons is that they bring to your attention things that are potentially very interesting. To that end, our oldest sent me a link to a new video game that was only a matter of time.
InMoment XI
APRIL 27, 2012
One of the many benefits of having teenage sons is that they bring to your attention things that are potentially very interesting. To that end, our oldest sent me a link to a new video game that was only a matter of time.
InMoment XI
APRIL 24, 2012
I was encouraged last week when I received a message from a reader of The Ride who lives in Japan and works for an auto manufacturer there. It points out the truly global nature of our business and in that vein, I want to share with you a great study that my colleagues in our. View Article.
InMoment XI
APRIL 24, 2012
The fundamental goal of the fledgling CX discipline is not to gold-plate company offerings. It’s to treat target customers in a way that increases long-term company profitability. Most managers don’t get that.
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
APRIL 24, 2012
I was encouraged last week when I received a message from a reader of The Ride who lives in Japan and works for an auto manufacturer there. It points out the truly global nature of our business and in that vein, I want to share with you a great study that my colleagues in our.
InMoment XI
APRIL 24, 2012
The fundamental goal of the fledgling CX discipline is not to gold-plate company offerings. It’s to treat target customers in a way that increases long-term company profitability. Most managers don’t get that.
InMoment XI
APRIL 24, 2012
I was encouraged last week when I received a message from a reader of The Ride who lives in Japan and works for an auto manufacturer there. It points out the truly global nature of our business and in that vein, I want to share with you a great study that my colleagues in our.
InMoment XI
APRIL 24, 2012
The fundamental goal of the fledgling CX discipline is not to gold-plate company offerings. It’s to treat target customers in a way that increases long-term company profitability. Most managers don’t get that.
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
APRIL 19, 2012
We are now more than a year removed from the devastating earthquake and tsunami that rocked Japan. Much has been written about the far reaching effects of that disaster and the effects continue. In the April 2nd edition of Automotive News in the article “Electric shortages worry Japan” Hans Greimel warns of electricity shortages the. View Article.
InMoment XI
APRIL 19, 2012
We are now more than a year removed from the devastating earthquake and tsunami that rocked Japan. Much has been written about the far reaching effects of that disaster and the effects continue. In the April 2nd edition of Automotive News in the article “Electric shortages worry Japan” Hans Greimel warns of electricity shortages the.
InMoment XI
APRIL 19, 2012
We are now more than a year removed from the devastating earthquake and tsunami that rocked Japan. Much has been written about the far reaching effects of that disaster and the effects continue. In the April 2nd edition of Automotive News in the article “Electric shortages worry Japan” Hans Greimel warns of electricity shortages the.
InMoment XI
APRIL 9, 2012
A few weeks back on the The Ride I wrote about how the automotive industry placed third compared to other industries in our CE Benchmarks Study in delivering high levels of customer satisfaction. I’m here to tell you today that there are exceptions. As I write this, I’m sitting on a ceramic step of the. View Article.
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