InMoment XI
APRIL 19, 2010
My last business trip resulted in no less than four feedback opportunities: the airline, the hotel, the rental car company and the travel agency. Each of these organizations sought my feedback to help improve my customer experience. Marvelous! It seems every time I buy a product or service, the provider offers the opportunity to give them.
Customers Rock!
APRIL 14, 2010
Recently on Customers Rock! Radio , I had the opportunity to have a conversation with Richard Owen, CEO of Satmetrix. We had a great discussion around listening to customers, gathering social media feedback and turning it into action inside of a company, and of course we talked about the NetPromoter score and how to use it strategically. You can listen to the 12-minute segments here (Segment 1) , here (Segment 2) , and here (Segment 3).
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Service Untitled
APRIL 19, 2010
Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Customer satisfaction surveys Cheryl April 19, 2010 Behind the Scenes , Customer Satisfaction , Customer Service , Surveys 3 Comments I used to dabble in some online survey groups to gain experience in identifying customer satisfaction criteria.
CX Advantage Walker
APRIL 8, 2010
"Market orientation refers to the organizationwide generation of market intelligence pertaining to current and future needs of customers, dissemination of intelligence within the organization, and responsiveness to it." Kohli, Jaworski & Kumar 1993, p. 468 My last post defined the concept of market orientation and how important it is to our understanding of customer centricity.
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Customer Interactions
APRIL 29, 2010
'Welcome to NICE Fusion, the NICE Systems’ Security blog. We’re excited to have an opportunity to discuss many thought-provoking topics and issues related to security and public safety with you. Our bloggers are some of the best known talents in security and public safety. The blog will feature: Dr. Bob Banerjee on all topics video Chris Wooten on public safety Douglas Florence on the gaming market.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
InMoment XI
APRIL 19, 2010
My last business trip resulted in no less than four feedback opportunities: the airline, the hotel, the rental car company and the travel agency. Each of these organizations sought my feedback to help improve my customer experience. Marvelous! It seems every time I buy a product or service, the provider offers the opportunity to give them.
Customers Rock!
APRIL 26, 2010
(Note: This post is a reprise of an earlier Customers Rock! blog post, and one that was very popular with my readers. As customer listening has become a common topic recently, I felt it would be helpful to post it again, especially as it discusses NON social media listening. Important to listen via all channels!). Are we putting up walls between the enterprise and its customers?
Service Untitled
APRIL 16, 2010
Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Customer loyalty built on company focus Cheryl April 16, 2010 Customer Service , Proactive 2 Comments I grew up in a very small town where we were mostly limited to one grocery store, one department store, one morning restaurant, and even one book store.
Service Untitled
APRIL 29, 2010
Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Customer complaints to be addressed by airlines Cheryl April 29, 2010 Angry Customers , Customer Service 1 Comment New travel regulations formulated by the Department of Transportation become effective tomorrow on April 29th and will help US airlines better serve travelers.
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Service Untitled
APRIL 14, 2010
Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Credit cards offer extra customer service perks Cheryl April 14, 2010 Behind the Scenes , Customer Service , Little Things, Big Differences , Specific Companies No Comments My new Nordstrom credit card came in the mail, and I was pleasantly surprised.
Service Untitled
APRIL 22, 2010
Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Internal customer service counts too Cheryl April 22, 2010 Behind the Scenes , Customer Service , Proactive 1 Comment Everyone has a customer whether it be outside or inside of the company, and morale, productivity, and employee retention improves when we are able to properly facilitate internal customer service.
Service Untitled
APRIL 8, 2010
Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Help customer focus with the right attitude Cheryl April 08, 2010 Behind the Scenes , Employees , Hiring & Training 1 Comment There are a number of factors that significantly affect how well a customer service representative is able to identify and help customers.
Service Untitled
APRIL 7, 2010
Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Spirit Airlines’ customer satisfaction a myth Cheryl April 07, 2010 Angry Customers , Customer Service , Specific Companies 4 Comments Spirit Airlines predominantly serves the East Coast, Caribbean, Bahamas, Latin America, and a few mid-western routes from Chicago and Detroit.
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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Service Untitled
APRIL 6, 2010
Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Improving customer service telephone manners Cheryl April 06, 2010 Customer Service , Customer Service Experience , Etiquette , Little Things, Big Differences 1 Comment That “front line&# telephone introduction can be a positive experience or a virtual punch in the mouth.
Service Untitled
APRIL 5, 2010
Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Diapers.com uses customer service to woo baby market Cheryl April 05, 2010 Customer Satisfaction , Customer Service , Specific Companies No Comments Originally launched by two frustrated fathers who grew weary of those late night car trips to find diapers and baby supplies, Marc Lore and Vinit Bharara started a baby-focused e-commerce si
Service Untitled
APRIL 2, 2010
Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Customer focus customizes Rite Aid services Cheryl April 02, 2010 Customer Satisfaction , Little Things, Big Differences , Service Untitled , Specific Companies No Comments Competition among pharmacy retailers and the need to create more efficient business plans are a sign of the times.
InMoment XI
APRIL 27, 2010
Not long ago, when customers had an issue with poor product or service, they had limited options. Either they could write a letter using pen and paper, or they could make a phone call hoping to talk with someone who could make a difference. Getting the company’s attention was only the beginning. Getting a response.
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 27, 2010
Not long ago, when customers had an issue with poor product or service, they had limited options. Either they could write a letter using pen and paper, or they could make a phone call hoping to talk with someone who could make a difference. Getting the company’s attention was only the beginning. Getting a response.
InMoment XI
APRIL 27, 2010
Not long ago, when customers had an issue with poor product or service, they had limited options. Either they could write a letter using pen and paper, or they could make a phone call hoping to talk with someone who could make a difference. Getting the company’s attention was only the beginning. Getting a response.
InMoment XI
APRIL 7, 2010
It’s now commonplace for companies to ask for customer feedback by email, phone or even the mail. But that’s just one factor in VOC success. CustomerThink research has identified the following five major pitfalls to VOC success: 1. Lack of executive support to drive change Being customer-centric is easy to say but hard to do.
InMoment XI
APRIL 7, 2010
It’s now commonplace for companies to ask for customer feedback by email, phone or even the mail. But that’s just one factor in VOC success. CustomerThink research has identified the following five major pitfalls to VOC success: 1. Lack of executive support to drive change Being customer-centric is easy to say but hard to do.
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 7, 2010
It’s now commonplace for companies to ask for customer feedback by email, phone or even the mail. But that’s just one factor in VOC success. CustomerThink research has identified the following five major pitfalls to VOC success: 1. Lack of executive support to drive change Being customer-centric is easy to say but hard to do.
InMoment XI
APRIL 2, 2010
Net Promoter Score (NPS) provides a simple and valuable way for businesses to measure customer satisfaction and promotion. The assumption is that the more likely customers are to recommend, the more likely those recommendations will turn into new business and revenue. But the question remains: how to grow the promoter group. Businesses that successfully identify.
InMoment XI
APRIL 2, 2010
Net Promoter Score (NPS) provides a simple and valuable way for businesses to measure customer satisfaction and promotion. The assumption is that the more likely customers are to recommend, the more likely those recommendations will turn into new business and revenue. But the question remains: how to grow the promoter group. Businesses that successfully identify.
InMoment XI
APRIL 2, 2010
Net Promoter score (NPS) provides a simple and valuable way for businesses to measure customer satisfaction and promotion. The assumption is that the more likely customers are to recommend, the more likely those recommendations will turn into new business and revenue. But the question remains: how to grow the promoter group. Businesses that successfully identify.
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