InMoment XI

DECEMBER 12, 2011

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

Voice of Customer 150

Voice of Customer Fashion Customers Feedback 150

Service Untitled

DECEMBER 5, 2011

American Express Global Customer Barometer, a survey conducted in ten countries examined the public attitudes and preferences of consumers toward customer service. While Australian customers ranked high as the most vocal when it comes to bad customer service, the results and feelings of consumers are still universal. Just think about the effects of poor customer service on our own shores and how easily bad news spreads so quickly.

Poor Customer Service 53

Poor Customer Service Customer Service Brands Airlines 53

Very Best Service

DECEMBER 8, 2011

'Is it the end of bread and butter service ? The increasing sophistication of marketing tools and techniques mean that many businesses have upped their game to improve the shopping experience they offer to their customers. These activities can lead to the creation of extra layers of costs and inefficiencies which are not always fully valued by the customers.

Customer Service 40

Customer Service Retail Customers Marketing 40

Sampson Lee

DECEMBER 1, 2011

Ro King and her niece explore Paris through emerging channels and touch-points in the era of Internet—managing your brand equals managing the TCE. Summer in Paris by Ro King, Global CEM International Partner – the United States Many teenage girls dream of visiting Paris and this summer, I was able to make that dream come […].

2011 40

2011 CEM Customer Experience Brands 40

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Brad Cleveland Blog

DECEMBER 7, 2011

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.

Contact Center 20

Contact Center Call Center Customer Satisfaction Interaction 20

InMoment XI

DECEMBER 12, 2011

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

Voice of Customer 150

Voice of Customer Fashion Customers Feedback 150

Service Untitled

DECEMBER 13, 2011

There are four key ways that senior leaders can make sure they stay in the loop regarding customer issues: 1. Spend Time Talking to Employees. Senior leaders should use a structured process for interacting with employees so front-line issues can be discussed. This is important for both leaders and as well as employees in that it makes workers feel valued but also helps senior management better understand the things staff are dealing with.

Leadership 53

Leadership Measurement Consulting Customers 53

InMoment XI

DECEMBER 12, 2011

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

Voice of Customer 150

Voice of Customer Fashion Customers Feedback 150

Service Untitled

DECEMBER 16, 2011

In a global survey, Accenture wrote about deteriorating customer service and how most of us have at least switched one of our own service providers because we were displeased that our expectations had not been met. Now in the great realm of this very complicated world, happiness with a company might be perceived differently – that is depending on what we expect, how and of course to what extent.

Customer Service 50

Customer Service 2010 Airlines Customers 50

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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.

Voice of Customer

Service Untitled

DECEMBER 8, 2011

I was having lunch with a colleague and we were talking about some issues she was having at work. She was saying how difficult it was to get her senior leadership to understand issues the front-line employees deal with every day. She shared concerns for what she described as a big disconnect between employees who interact with the customers and upper management.

Leadership 48

Leadership Consulting Management Interaction 48

Service Untitled

DECEMBER 20, 2011

There’s a December 25 deadline, so it’s not really optional whether or not we want to wait at a checkout line – that is unless we shop online. This year, according to a Deloitte survey, online shopping is up in the United States from one-third last year to one-half this year showing more consumers opting to stay away from shopping malls.

Banking 46

Banking Entertainment Consumers Retail 46

Service Untitled

DECEMBER 12, 2011

The next time you’re sitting in one of those impossibly uncomfortable hard plastic seats at Newark International Airport and you see a suggestion box hidden somewhere, slip a picture of Singapore’s Changi International Airport in there. It’s certain to be an experience any traveler will remember for years to come. In the online blog The Middle Seat , Scott McCartney writes about Andrew Tregonning and his wife’s experience covering the joys of an airport.

Customer Service 52

Customer Service Travel Airlines 2009 52

Service Untitled

DECEMBER 30, 2011

The airlines seem to frequently score high grades in the customer service rudeness polls, but every once in a while we need to acknowledge those who go above and beyond what is expected and congratulate the company for hiring and maintaining such excellent employees – you know those dedicated people who don’t have to read those extra customer service suggestions in their manuals.

Airlines 45

Airlines Hotels Travel Customer Service 45

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

Service Untitled

DECEMBER 1, 2011

Black Friday and Cyber Monday certainly hit the news. Between the deals that started Thanksgiving night when the turkey was barely off the dining room table to Cyber Monday when the children just crawled into their beds Sunday night only to be awakened by the sound of mom’s manicured nails tapping at the keys and hitting “shopping cart,” the frenzy continued.

Customer Service 45

Customer Service 2011 Sports Retail 45

Service Untitled

DECEMBER 27, 2011

Just days before Christmas, Best Buy canceled online orders dating back to November because it ran out of some of the hot merchandise. Target’s website crashed twice while Wal-Mart and Barney’s also ran out of popular inventory. Best Buy apologized for the inconvenience and offered gift cards to affected shoppers, but shoppers have long memories and having to get out into the world of shopping malls just days before Santa is due to arrive can harbor some long-lasting ill feelings abo

Retail 44

Retail Consumers Customer Service Strategies Customer Service 44

Sampson Lee

DECEMBER 1, 2011

Alice Tse loves Amsterdam and Mainland Chinese love Hong Kong for different reasons; identify your battles – touch-point experiences – to win and to lose. I amsterdam: A City of Differences by Alice Tse, Global CEM Operations Director – Hong Kong ‘I amsterdam’ is the name of the official English-language website for the City of […].

CEM 40

CEM Blog Customer Experience Customers 40

InMoment XI

DECEMBER 31, 2011

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

2011 150

2011 2012 Automotive 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

DECEMBER 31, 2011

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

2011 150

2011 2012 150

InMoment XI

DECEMBER 31, 2011

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

2011 150

2011 2012 150

InMoment XI

DECEMBER 22, 2011

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

Marketing 150

Marketing Automotive Customers 150

InMoment XI

DECEMBER 22, 2011

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

Marketing 150

Marketing 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

DECEMBER 22, 2011

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

Marketing 150

Marketing Customers 150

InMoment XI

DECEMBER 21, 2011

Millions are spent on auto shows. Is it worth it?

Automotive 150

Automotive 150

InMoment XI

DECEMBER 21, 2011

Redefining what an auto company does could be useful.

Automotive 150

Automotive Marketing 150

InMoment XI

DECEMBER 21, 2011

Millions are spent on auto shows. Is it worth it?

150

150

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