InMoment XI
JULY 20, 2011
Your customers are comparing experiences as they deal with top-notch customer-focused organizations. It is important to determine how your organization’s customer experience stacks up against other experiences your customers are having on both the business and the consumer sides. Read more to learn the three steps that will help you begin to plan the best experience for your customers.
Service Untitled
JULY 15, 2011
It used to be the only way to make a profound impact with a consumer complaint when no one would listen, was to send a registered letter to the company headquarters. Before the days of Google however, it wasn’t easy to figure out the name of the right level of executive. Now the average customer can get immediate gratification; no phone calls to the organization to find out the CEO’s name and no waiting weeks for a response as the letter snakes itself around various departments looki
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Very Best Service
JULY 22, 2011
'Learn to bend the rules Customer service rules: social media requires a faster response time Customer service is often about excelling in the the delivery of rigid processes following a well defined set of rules and procedures. Developed over many years through the accumulated work of thousands of senior executives, this approach certainly appears rock solid and unbreakable.
Brad Cleveland Blog
JULY 1, 2011
Some believe we are seeing the emergence of the greatest consumer movement in history. I agree. Studies suggest that the vast majority of consumers now use search engines and sites such as the [link] to review the comments of other customers before making brand or product decisions.
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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.
Win the Customer
JULY 21, 2011
Business are spending more and more each year to bring in new clients. In management and business courses, one of the classic ideas in business is that it costs much more to bring in a new customer than to keep a customer. With advertising, online ads, marketing campaigns from a White Label SEO Services , etc. It’s each to overlook one of the greatest assets business have in their marketing efforts: the existing customer base.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
InMoment XI
JULY 20, 2011
Your customers are comparing experiences as they deal with top-notch customer-focused organizations. It is important to determine how your organization’s customer experience stacks up against other experiences your customers are having on both the business and the consumer sides. Read more to learn the three steps that will help you begin to plan the best experience for your customers.
Service Untitled
JULY 19, 2011
Even though most of us love new cars, the actual experience of visiting the dealership and dealing with a car salesperson can be closely akin to having a tooth drilled at the dentist. The biggest complaints are waiting for someone to help us, sales personnel with little knowledge of their product, and sales people who are pushy and obnoxious. Pied Piper PSI, a California-based dealership for sales and marketing sent 3524 secret shoppers to various dealerships across the country from July 2010 to
InMoment XI
JULY 20, 2011
Your customers are comparing experiences as they deal with top-notch customer-focused organizations. It is important to determine how your organization’s customer experience stacks up against other experiences your customers are having on both the business and the consumer sides. Read more to learn the three steps that will help you begin to plan the best experience for your customers.
Service Untitled
JULY 5, 2011
There is a lot to say about the convenience of sitting down in front of my computer at 11:00 at night shopping for a little black dress I happened to see on a movie I was watching with my friends. Not that it matters what I’m shopping for, since online shopping has grown exponentially. The most popular products selling online are computer software, electronics, digital books and magazines, yet other online retailers have also taken a notable place in the wallets of American shoppers.
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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.
Service Untitled
JULY 7, 2011
That McDonald’s motto “I’m Lovin’ It&# didn’t have much influence on the June 30 Consumer Reports’ survey where 36,700 subscribers made a total of 98,000 visits to 53 fast-food chains. It seems that McDonald’s scored as the worst fast food burger place in the nation; followed closely by Burger King. In the name of competition, fast food establishments are judged on their food, their customer service, and customer experiences.
Service Untitled
JULY 12, 2011
Self service popularity has taken a major role in airports kiosks, movie theaters, and even libraries, but in supermarket technology interest seems to ebb and flow – depending on the customer. There are always going to be some customers who want the traditional checkout person while other consumers prefer to do it themselves. Albertsons, a Boise, Idaho based supermarket chain is removing their self checkout lanes; the biggest complaint – slow lanes because someone is having trouble w
Service Untitled
JULY 25, 2011
Facebook has become a ubiquitous part of our national culture – like it or not. Just this week the American Customer Satisfaction Index partnering with ForeSeeResults polled 70,000 users of websites and social networks including Facebook, Google, CNN and Wikipedia. Facebook scored a low of 64 out of a 100; an “F&# for any high school report card.
Service Untitled
JULY 29, 2011
It seems the federal government is making some strong suggestions to companies such as Google, Microsoft and Apple that it’s about time they employ some technology to prevent advertisers from tracking consumer movement across the Web. In other words, why isn’t consumer privacy protected when we power up and go online? Isn’t that all part of customer service; to protect our privacy wherever we shop?
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
JULY 21, 2011
If you sometimes find yourself hesitating when shopping online, you’re not alone. It doesn’t take much to set up an attractive website, display some fine merchandise or services, and go about the business of selling. If we’re lucky and our orders arrive just as we were promised, the sale is a success, and we most likely will give that company our repeat business.
InMoment XI
JULY 27, 2011
Together with price and product, customer voice has become the accepted third tool that top companies use to beat out the competition. These companies are doing more than merely measuring customer satisfaction or driving marketing campaigns. They are using customer feedback to drive change among their many business units. Read on for some specific examples.
InMoment XI
JULY 27, 2011
Together with price and product, customer voice has become the accepted third tool that top companies use to beat out the competition. These companies are doing more than merely measuring customer satisfaction or driving marketing campaigns. They are using customer feedback to drive change among their many business units. Read on for some specific examples.
InMoment XI
JULY 27, 2011
Together with price and product, customer voice has become the accepted third tool that top companies use to beat out the competition. These companies are doing more than merely measuring customer satisfaction or driving marketing campaigns. They are using customer feedback to drive change among their many business units. Read on for some specific examples.
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.
Brad Cleveland Blog
JULY 1, 2011
Some believe we are seeing the emergence of the greatest consumer movement in history. I agree. Studies suggest that the vast majority of consumers now use search engines and sites such as the [link] to review the comments of other customers before making brand or product decisions.
Brad Cleveland Blog
JULY 15, 2011
Many organizations are restructuring so that all channels of contact with customers are under the same management umbrella. This is causing enormous internal structural change that involves IT, HR, marketing, operational areas – and virtually every other department. Whatever the final structure, all contact channels must be planned and operated cohesively – each impacts the others.
Brad Cleveland Blog
JULY 15, 2011
Many organizations are restructuring so that all channels of contact with customers are under the same management umbrella. This is causing enormous internal structural change that involves IT, HR, marketing, operational areas – and virtually every other department. Whatever the final structure, all contact channels must be planned and operated cohesively – each impacts the others.
Win the Customer
JULY 14, 2011
An expert, is an individual who has made all of the mistakes that can be made and has learned from them. It’s a fact of life that most people fail when attempting to do something for the first time. In business, you will often find your team members not doing things correctly at first. The process of making mistakes is natural, your team will make mistakes and if you are to be an effective manager and great leader, you will let them make those mistakes.
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
Customer Interactions
JULY 31, 2011
'The 77th APCO International Conference & Expo is coming up in August and it will be another chance to talk about NG9-1-1 and the scope of change it will bring. On August 7th at 1:15 PM, four professionals who have deep insight on this very topic will share their thoughts on how NG9-1-1 has been progressing so far and what to expect going forward. If you are planning to go to APCO this year, I would like to invite you to join us for this panel discussion on “NG9-1-1: Past Lessons, Present
Customer Interactions
JULY 25, 2011
'Most System Integrators (SIs) have to work thirty percent harder these days just to keep profits level with last year. Declining margins on commoditized products, increasingly complex implementations, and expanding competition are all encroaching on bottom lines. So for SIs, adding PSIM to the portfolio can be an effective strategy to put profits on an upward trajectory.
Customer Interactions
JULY 13, 2011
'Recently, NICE’s Dan Robinson and Diamond Chaflawee caught up with Glenn Bischoff, Editor in Chief of Urgent Communications, to share some news about two product announcements NICE was making at the national NENA conference. NICE introduced NICE Situator for public safety and also announced a fourth generation version of NICE Inform. You can read Glenn’s article here.
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