InMoment XI

AUGUST 29, 2012

A few weeks ago, a friend who leads the customer experience (CX) team at a large B2B company described a common challenge in her voice of the customer (VoC) program. Her team had gathered and analyzed lots of customer feedback regarding interactions with support representatives in the contact center, and the results were clear. Customers thought issue resolution time was too long, and that perception was killing overall loyalty.

Contact Center 150

Contact Center Feedback B2B Loyalty 150

Service Untitled

AUGUST 21, 2012

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.

Customer Service 94

Customer Service Exceptional Customer Service Workshop Customer Centricity 94

Customers Rock!

AUGUST 16, 2012

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.

Social Media 91

Social Media Airlines Customers Books 91

Very Best Service

AUGUST 24, 2012

'Customer service balance A successful customer service delivery is made of many building blocks. A solid policy, firmly grounded, constitutes the cornerstone of the strategy. But it is not enough: adding more elements and finding the right balance is a necessity in the long run. Balancing the policy with innovation, initiative, the right level of human touch, a positive culture and some degree of creativity will make it all stick together.

Customer Service 40

Customer Service Culture Innovation Customers 40

Advertisement

Customer education has become a key driver for growth, retention, and product adoption. Our latest 2024 State of Customer Education Report uncovers critical data and insights from a survey of over 200 industry leaders, offering a look at the evolving role of education in driving business success. Inside, you'll find data on key trends and strategies, including: Strategies for Scaling & Customization: Find out which investments in learning technology deliver the biggest ROI and scalability.

2024

Horizon CX

AUGUST 3, 2012

'It seems that NPS or Net Promoter Score is a very popular customer metric to have and to brag about these days, but what does is really mean or what does it tell you that are both useful and action-oriented? First of all, it''s a metric, and a calculated metric at that. As a metric it''s also simply a number. Today''s temperature is a number. The Dow Jones daily average is a number.

Net Promoter Score 40

Net Promoter Score NPS Metrics Measurement 40

InMoment XI

AUGUST 29, 2012

A few weeks ago, a friend who leads the customer experience (CX) team at a large B2B company described a common challenge in her voice of the customer (VoC) program. Her team had gathered and analyzed lots of customer feedback regarding interactions with support representatives in the contact center, and the results were clear. Customers thought issue resolution time was too long, and that perception was killing overall loyalty.

Contact Center 150

Contact Center Feedback B2B Loyalty 150

Service Untitled

AUGUST 7, 2012

Although it is very convenient to shop online, many customers still enjoy the experience of touching merchandise and browsing in a brick and mortar store; hence the popularity of small neighborhood businesses. There are few things more pleasing to one’s “soul” as when the owner of a store knows your name and offers you a cup of coffee or a croissant as you inspect the latest arrivals.

Tourism 84

Tourism Customer Service Hotels Social Media 84

Brad Cleveland Blog

AUGUST 2, 2012

Brad discusses the importance of providing a variety of ways for customers to interact with your organization, and the methodology behind handling different communication channels. Brad discusses the importance of providing a variety of ways for customers to interact with your organization, and the methodology behind handling different communication channels.

Customers 20

Customers Communication Interaction Call Center 20

Very Best Service

AUGUST 9, 2012

'Olympic Motto and customer service: If you wish to reach Customer Service Excellence why not simply adopt the Olympic Motto: “Citius, Altius, Fortius” (1) (1) Often translated as “Swifter, Higher, Stronger”.

Customer Service 40

Customer Service Customers 40

Advertisement

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.

Voice of Customer

InMoment XI

AUGUST 29, 2012

A few weeks ago, a friend who leads the customer experience (CX) team at a large B2B company described a common challenge in her voice of the customer (VoC) program. Her team had gathered and analyzed lots of customer feedback regarding interactions with support representatives in the contact center, and the results were clear. Customers thought issue resolution time was too long, and that perception was killing overall loyalty.

Contact Center 150

Contact Center Feedback B2B Loyalty 150

InMoment XI

AUGUST 1, 2012

Apple founder Steve Jobs said when announcing the iPhone in 2007, “Every once in awhile a revolutionary product comes along that changes everything.” However, the product is only part of the story. Revolutionary products such as the iPhone flourish by providing a fantastic customer experience. It’s the product, the in-store experience, the applications, the customer service, the whole ecosystem.

2007 150

2007 Customer Experience Innovation Customers 150

InMoment XI

AUGUST 1, 2012

Apple founder Steve Jobs said when announcing the iPhone in 2007, “Every once in awhile a revolutionary product comes along that changes everything.” However, the product is only part of the story. Revolutionary products such as the iPhone flourish by providing a fantastic customer experience. It’s the product, the in-store experience, the applications, the customer service, the whole ecosystem.

2007 150

2007 Customer Experience Innovation Customers 150

InMoment XI

AUGUST 1, 2012

Apple founder Steve Jobs said when announcing the iPhone in 2007, “Every once in awhile a revolutionary product comes along that changes everything.” However, the product is only part of the story. Revolutionary products such as the iPhone flourish by providing a fantastic customer experience. It’s the product, the in-store experience, the applications, the customer service, the whole ecosystem.

2007 150

2007 Customer Experience Innovation Customers 150

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!

Customer Experience

InMoment XI

AUGUST 29, 2012

I’m often asked, “What’s the most important thing a contact center manager can do to improve the customer experience on the frontline?” I suggest they take a step back. It starts with recruiting and hiring! A number of leading firms actually work closely with their respective HR departments and embed screeners, include role playing and. View Article.

Contact Center 150

Contact Center Management Article Customer Experience 150

InMoment XI

AUGUST 29, 2012

I’m often asked, “What’s the most important thing a contact center manager can do to improve the customer experience on the frontline?” I suggest they take a step back. It starts with recruiting and hiring! A number of leading firms actually work closely with their respective HR departments and embed screeners, include role playing and.

Contact Center 150

Contact Center Management Article Customer Experience 150

InMoment XI

AUGUST 29, 2012

I’m often asked, “What’s the most important thing a contact center manager can do to improve the customer experience on the frontline?” I suggest they take a step back. It starts with recruiting and hiring! A number of leading firms actually work closely with their respective HR departments and embed screeners, include role playing and.

Contact Center 150

Contact Center Management Article Customer Experience 150

InMoment XI

AUGUST 20, 2012

“How good is our score?” We hear this question frequently in connection with survey measures of customer satisfaction and loyalty, and it’s not always an easy question to answer. One client recently told me that her organization strives for an average score of 9 or higher (on a ten-point scale) because “that’s what management wants.”. View Article.

Customer Satisfaction 150

Customer Satisfaction Loyalty Measurement Article 150

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.

Customer Insights

InMoment XI

AUGUST 20, 2012

“How good is our score?” We hear this question frequently in connection with survey measures of customer satisfaction and loyalty, and it’s not always an easy question to answer. One client recently told me that her organization strives for an average score of 9 or higher (on a ten-point scale) because “that’s what management wants.”.

Customer Satisfaction 150

Customer Satisfaction Loyalty Measurement Article 150

InMoment XI

AUGUST 20, 2012

“How good is our score?” We hear this question frequently in connection with survey measures of customer satisfaction and loyalty, and it’s not always an easy question to answer. One client recently told me that her organization strives for an average score of 9 or higher (on a ten-point scale) because “that’s what management wants.”.

Customer Satisfaction 150

Customer Satisfaction Loyalty Measurement Article 150

InMoment XI

AUGUST 15, 2012

Recently, I was traveling from Frankfurt, Germany to Washington DC on a major airline. As I boarded the plane and took my seat, the flight attendant was broadcasting a welcome message and bragging that this was a “new” state of the art Boeing 747, the most advanced aircraft on the planet. As I waited for the 8 hour flight to begin, I felt something cold and wet hitting my arm.

Customer Experience 150

Customer Experience Airlines Travel Customers 150

InMoment XI

AUGUST 15, 2012

Recently, I was traveling from Frankfurt, Germany to Washington DC on a major airline. As I boarded the plane and took my seat, the flight attendant was broadcasting a welcome message and bragging that this was a “new” state of the art Boeing 747, the most advanced aircraft on the planet. As I waited for the 8 hour flight to begin, I felt something cold and wet hitting my arm.

Customer Experience 150

Customer Experience Airlines Travel Customers 150

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

Contact Center

InMoment XI

AUGUST 15, 2012

Recently, I was traveling from Frankfurt, Germany to Washington DC on a major airline. As I boarded the plane and took my seat, the flight attendant was broadcasting a welcome message and bragging that this was a “new” state of the art Boeing 747, the most advanced aircraft on the planet. As I waited for the 8 hour flight to begin, I felt something cold and wet hitting my arm.

Customer Experience 150

Customer Experience Airlines Travel Customers 150

InMoment XI

AUGUST 1, 2012

One of the most important activities that I undertake as a product developer is listening to our clients and end users articulate their worlds and their challenges. With our focus on customer experience measurement, I have the opportunity to learn from the real stewards of the customer experience – front-line employees at the local bank.

Banking 150

Banking Measurement Article Customer Experience 150

InMoment XI

AUGUST 1, 2012

One of the most important activities that I undertake as a product developer is listening to our clients and end users articulate their worlds and their challenges. With our focus on customer experience measurement, I have the opportunity to learn from the real stewards of the customer experience – front-line employees at the local bank.

Banking 150

Banking Measurement Article Customer Experience 150

InMoment XI

AUGUST 1, 2012

One of the most important activities that I undertake as a product developer is listening to our clients and end users articulate their worlds and their challenges. With our focus on customer experience measurement, I have the opportunity to learn from the real stewards of the customer experience – front-line employees at the local bank.

Banking 150

Banking Measurement Article Customer Experience 150

Advertiser: ZoomInfo

One of the biggest challenges for any B2B marketer is understanding your prospects’ next move — who is most likely to buy and when. Without these insights, marketing campaigns can feel more like guesswork, with high investment and little return. We’re here to tell you there’s a better way. By tracking buyers’ digital footprints and online activity, such as website visits, product reviews, and spikes in content consumption, you can engage prospects with a message that really resonates.

Marketing