InMoment XI
JULY 18, 2013
To enhance the customer experience, Sonic Automotive is equipping all of their client-facing people with iPads to walk customers through the entire buying experience. They’re not alone. Here’s a few thoughts. Until next time. @christravell.
Service Untitled
JULY 31, 2013
'Happy employees make for motivated people who want to deliver the best customer service they can to assist consumers and clients. These are the people who become the eyes, ears, and voices for any organization, often beginning at the receptionist desk and progressing all the way up the corporate ladder to the person in charge of operations. Recruiting and keeping talented employees therefore is very important when building relationships with people and developing a company’s brand, becau
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ClearAction
JULY 31, 2013
Putting Customers First: If Not You, Who? Lynn Hunsaker In all my years of meeting about customer responsibilities, I have never once been in the same room both with those who actually lead the move to customer centricity and with the people that prevent the move to customer centricity. There are two reasons for this: first, organizations don't think much about how the business [.
Horizon CX
JULY 29, 2013
'Organizations that intend to deliver an exceptional customer experience must first understand what the customer experiences at every touch-point and, most importantly, this needs to be articulated by the customers themselves. It is tempting to shortcut the process by adopting simply an internal viewpoint of the customer experience as representative of the actual customer experience.
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Very Best Service
JULY 4, 2013
'Customer service at low tide " Only when the tide goes out do you discover who''s been swimming naked ". This quote from Warren Buffet says it all. It can easily be applied to the field of customer service and every organisation should anticipate predictable changes in the environment they operate in and assess the impact they may have on their customer service performance.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
InMoment XI
JULY 18, 2013
To enhance the customer experience, Sonic Automotive is equipping all of their client-facing people with iPads to walk customers through the entire buying experience. They’re not alone. Here’s a few thoughts. Until next time.
Service Untitled
JULY 10, 2013
'Everyone wants to be treated as an individual with their own specific needs catered to; in the perfect world that’s the epitome of “wow” customer service. Of course whether we use one company or service over another usually stems from past reputation, helpfulness, integrity, or a friendly referral. That personal touch is an ever developing finely tuned rapport emanating from new products, discounts, and the knowledge and behavior of those valuable customer representatives who
Customer Interactions
JULY 11, 2013
'After years of discussion, it really is coming! Text to 9-1-1 is just around the corner, and, as with any change of this nature, there’s a lot to consider. A natural tendency is to dive deep into the technical aspects of how this new form of communication will come into the PSAP. Someone, of course, has to do that – but please don’t think that’s all you have to consider.
Horizon CX
JULY 1, 2013
'As a Bank of America (B of A) customer over the last 15 plus years, [and having arrived here more as the result of acquisition than by choice] I have been a loyal customer in the sense that I have stayed and have not migrated to another banking institution. Call me a creature of habit, but nothing has yet driven me to defect from B of A. Like Starbucks, my personal choice when I desire a cup of coffee, they are everywhere I go and they are consistent if nothing else.
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InMoment XI
JULY 18, 2013
To enhance the customer experience, Sonic Automotive is equipping all of their client-facing people with iPads to walk customers through the entire buying experience. They’re not alone. Here’s a few thoughts. Until next time.
InMoment XI
JULY 3, 2013
Allegiance has been tracking banking customer experience (CX) since 2007 as part of our Pulse of America benchmarking service. The resulting dataset tells us all kinds of interesting and useful things about the state of the industry. This is the second in a series of posts in which I share tidbits of insight to help practitioners make the business case for improvement.
InMoment XI
JULY 3, 2013
Do you really need super charged analytics to gain insight? You say the word “insight” and people instantly think you need to engage in super-statistics such as multi-nomial logit modeling with recursive Bayesian based Gibbs sampling to find it. In reality, some of the best insights, like some of the best food, are relatively simple. Let’s. View Article.
InMoment XI
JULY 3, 2013
Allegiance has been tracking banking customer experience (CX) since 2007 as part of our Pulse of America benchmarking service. The resulting dataset tells us all kinds of interesting and useful things about the state of the industry. This is the second in a series of posts in which I share tidbits of insight to help practitioners make the business case for improvement.
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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
JULY 3, 2013
Do you really need super charged analytics to gain insight? You say the word “insight” and people instantly think you need to engage in super-statistics such as multi-nomial logit modeling with recursive Bayesian based Gibbs sampling to find it. In reality, some of the best insights, like some of the best food, are relatively simple. Let’s.
InMoment XI
JULY 3, 2013
Allegiance has been tracking banking customer experience (CX) since 2007 as part of our Pulse of America benchmarking service. The resulting dataset tells us all kinds of interesting and useful things about the state of the industry. This is the second in a series of posts in which I share tidbits of insight to help practitioners make the business case for improvement.
InMoment XI
JULY 3, 2013
Do you really need super charged analytics to gain insight? You say the word “insight” and people instantly think you need to engage in super-statistics such as multi-nomial logit modeling with recursive Bayesian based Gibbs sampling to find it. In reality, some of the best insights, like some of the best food, are relatively simple. Let’s.
Service Untitled
JULY 17, 2013
'What keeps a company in business in today’s competitive retail market? For the luxury brands, buyers insist on the quality of merchandise accompanied by exceptional customer experiences. Within minutes of entering a boutique, can a prospective buyer be confident of a friendly atmosphere, of comfortable surroundings, and that of a customer service consultant capable of expertly assisting without being annoying?
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!
InMoment XI
JULY 31, 2013
Manufacturers and dealers can make a lot of money on accessories. And as margins continue to get squeezed, looking to this part of the operation will become increasingly important. But how do you measure up? This week we look at how much North Americans spend on accessories, as well as some other important stuff. View Article.
InMoment XI
JULY 31, 2013
Manufacturers and dealers can make a lot of money on accessories. And as margins continue to get squeezed, looking to this part of the operation will become increasingly important. But how do you measure up? This week we look at how much North Americans spend on accessories, as well as some other important stuff.
InMoment XI
JULY 31, 2013
Manufacturers and dealers can make a lot of money on accessories. And as margins continue to get squeezed, looking to this part of the operation will become increasingly important. But how do you measure up? This week we look at how much North Americans spend on accessories, as well as some other important stuff.
InMoment XI
JULY 25, 2013
This week I saw an interesting article in Automotive News here. It talks about Edmunds.com suing a social media reputation management firm for allegedly posting false reviews for 25 of its automotive dealer clients at Edmunds.com. If you don’t know Edmunds, it is one of the premier automobile review sites and they also have a.
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
JULY 25, 2013
This week I saw an interesting article in Automotive News here. It talks about Edmunds.com suing a social media reputation management firm for allegedly posting false reviews for 25 of its automotive dealer clients at Edmunds.com. If you don’t know Edmunds, it is one of the premier automobile review sites and they also have a.
InMoment XI
JULY 25, 2013
This week I saw an interesting article in Automotive News here. It talks about Edmunds.com suing a social media reputation management firm for allegedly posting false reviews for 25 of its automotive dealer clients at Edmunds.com. If you don’t know Edmunds, it is one of the premier automobile review sites and they also have a.
InMoment XI
JULY 23, 2013
I travel a fair amount. Being a Platinum member with two airlines, I am painfully aware of what irks me about the airlines and hotels where I stay. One of my biggest desires is just for service providers to be consistent. Board the plane the same way, keep the rental car experience pickup the same, View Article.
InMoment XI
JULY 23, 2013
I travel a fair amount. Being a Platinum member with two airlines, I am painfully aware of what irks me about the airlines and hotels where I stay. One of my biggest desires is just for service providers to be consistent.
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
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