Service Untitled
JUNE 5, 2012
It’s not that we need surveys to show which organizations step out of the box to ensure a concierge level of excellence so coveted by consumers; organizations like Zappos, Amazon, and Nordstrom essentially offer everyone “fantastic” service. Customers who feel they have been treated royally will return to spend more money and even pay a premium for products or services.
Very Best Service
JUNE 20, 2012
'Should you want it or not, your company customer service performance is very likely to be a key determinant of its future success. Customer service as a rainmaker ? Its impact can not be underestimated but should conditions deteriorate and bring a little rain, make sure that all your customer service efforts bring a little ray of sunshine to spectacular effect.
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InMoment XI
JUNE 26, 2012
Seems pretty straightforward. We teach our kids about it. We expect it from our colleagues. We demand it from companies we buy from. But in hard number terms, what’s the benefit to dealers if they’re honest, and probably more important, perceived as being honest by their customers? We explore this relationship in today’s Ride. Thanks.
Brad Cleveland Blog
JUNE 24, 2012
Call Center Management On Fast Forward: Succeeding in the New Era of Customer Relationships (third edition) hits the shelves in May 2012. This podcast is also available as an article: An Overview Of My Upcoming Book Call Center Management On Fast Forward: Succeeding in the New Era of Customer Relationships (third edition) hits the shelves in May 2012.
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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.
Customer Interactions
JUNE 27, 2012
'Urgent Communications’ Editor Glenn Bischoff recently caught up with Diamond Chaflawee, NICE Systems’ Director of Marketing for the Public Safety Sector, at NENA. Diamond gave Glenn a primer on NICE Inform’s Next Gen 9-1-1 capabilities and talked about some of the new features of Inform coming down the road. In this video interview Diamond discusses how in the future PSAPs will be able to use NICE Inform to capture and manage any traffic coming through the ESInet, including SI
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Service Untitled
JUNE 11, 2012
Critics are saying that Google has entered into the customer service arena which in the past directly contradicts their automated tech abilities and less than stellar customer-centric talents. The introduction of the Google Trusted Stores Program may be the foundation for competing with Amazon someday, but it’s interesting to see Google becoming a customer service representative for customers right down to even offering a purchase protection plan when a sale goes awry.
Service Untitled
JUNE 18, 2012
It seems that even the TSA is under scrutiny as to their lack of customer service, and passengers who have encountered problems trying to navigate through the woes of 21st century airport security have a valid argument. TSA Administrator John Pistole stated in a recent interview on CNN that less intrusive rules have been implemented lately. For instance, passengers over the age of 75 are no longer required to shed their coats or take off their shoes while going through security.
InMoment XI
JUNE 26, 2012
Seems pretty straightforward. We teach our kids about it. We expect it from our colleagues. We demand it from companies we buy from. But in hard number terms, what’s the benefit to dealers if they’re honest, and probably more important, perceived as being honest by their customers? We explore this relationship in today’s Ride. Thanks.
InMoment XI
JUNE 26, 2012
Seems pretty straightforward. We teach our kids about it. We expect it from our colleagues. We demand it from companies we buy from. But in hard number terms, what’s the benefit to dealers if they’re honest, and probably more important, perceived as being honest by their customers? We explore this relationship in today’s Ride. Thanks.
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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.
InMoment XI
JUNE 22, 2012
Not playing favourites, but I believe Hyundai has taken the lead in incorporating the coming zombie apocalypse into their vehicle design. They have partnered with Robert Kirkman, the creator of The Walking Dead comic book series, to design a vehicle that will survive the inevitable. Kirkman appears to have incorporated noteworthy features into the vehicle.
InMoment XI
JUNE 22, 2012
Not playing favourites, but I believe Hyundai has taken the lead in incorporating the coming zombie apocalypse into their vehicle design. They have partnered with Robert Kirkman, the creator of The Walking Dead comic book series, to design a vehicle that will survive the inevitable. Kirkman appears to have incorporated noteworthy features into the vehicle.
InMoment XI
JUNE 22, 2012
Not playing favourites, but I believe Hyundai has taken the lead in incorporating the coming zombie apocalypse into their vehicle design. They have partnered with Robert Kirkman, the creator of The Walking Dead comic book series, to design a vehicle that will survive the inevitable. Kirkman appears to have incorporated noteworthy features into the vehicle.
InMoment XI
JUNE 18, 2012
In this the second of two postings, I want to look at the implications of bringing younger customers into the brand. If you have this as a strategy, just be prepared for what it means on some key metrics.
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
JUNE 18, 2012
In this the second of two postings, I want to look at the implications of bringing younger customers into the brand. If you have this as a strategy, just be prepared for what it means on some key metrics.
InMoment XI
JUNE 18, 2012
In this the second of two postings, I want to look at the implications of bringing younger customers into the brand. If you have this as a strategy, just be prepared for what it means on some key metrics.
InMoment XI
JUNE 12, 2012
Most companies still haven’t developed a mature enough understanding of CX or mature enough CX practices to keep the discipline alive when today’s hype dies down. But we can still do a number of things to help secure the future for the sake of our customers, our companies, and our careers. Here are three approaches that VoC practitioners in particular need to pursue to make their programs stick.
InMoment XI
JUNE 12, 2012
Most companies still haven’t developed a mature enough understanding of CX or mature enough CX practices to keep the discipline alive when today’s hype dies down. But we can still do a number of things to help secure the future for the sake of our customers, our companies, and our careers. Here are three approaches that VoC practitioners in particular need to pursue to make their programs stick.
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
JUNE 12, 2012
Most companies still haven’t developed a mature enough understanding of CX or mature enough CX practices to keep the discipline alive when today’s hype dies down. But we can still do a number of things to help secure the future for the sake of our customers, our companies, and our careers. Here are three approaches that VoC practitioners in particular need to pursue to make their programs stick.
InMoment XI
JUNE 8, 2012
OK folks. It’s Friday afternoon. It’s been a long week and I’m feeling a little punchy. Because of that, I want to share something with you that you might enjoy, if not at the office this PM (shame, shame) but more likely at some point during the weekend. Some of you may have seen it. View Article.
InMoment XI
JUNE 8, 2012
OK folks. It’s Friday afternoon. It’s been a long week and I’m feeling a little punchy. Because of that, I want to share something with you that you might enjoy, if not at the office this PM (shame, shame) but more likely at some point during the weekend. Some of you may have seen it.
InMoment XI
JUNE 8, 2012
OK folks. It’s Friday afternoon. It’s been a long week and I’m feeling a little punchy. Because of that, I want to share something with you that you might enjoy, if not at the office this PM (shame, shame) but more likely at some point during the weekend. Some of you may have seen it.
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
JUNE 2, 2012
This week the Wall Street Journal had a piece on electric vehicles and the challenges facing the adoption of this technology. One of the fundamental issues is to determine whether or not there is sufficient consumer demand. Without that, what’s the point? In this posting we look at what US consumers are telling us re. View Article.
InMoment XI
JUNE 2, 2012
This week the Wall Street Journal had a piece on electric vehicles and the challenges facing the adoption of this technology. One of the fundamental issues is to determine whether or not there is sufficient consumer demand. Without that, what’s the point? In this posting we look at what US consumers are telling us re.
InMoment XI
JUNE 2, 2012
This week the Wall Street Journal had a piece on electric vehicles and the challenges facing the adoption of this technology. One of the fundamental issues is to determine whether or not there is sufficient consumer demand. Without that, what’s the point? In this posting we look at what US consumers are telling us re.
Brad Cleveland Blog
JUNE 24, 2012
Call Center Management On Fast Forward: Succeeding in the New Era of Customer Relationships (third edition) hits the shelves in May 2012. This podcast is also available as an article: An Overview Of My Upcoming Book Call Center Management On Fast Forward: Succeeding in the New Era of Customer Relationships (third edition) hits the shelves in May 2012.
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