Service Untitled
NOVEMBER 7, 2011
Amazon.com’s newest customer service facility opened on Friday with a fanfare of speeches and a ribbon-cutting ceremony. The new 70,000 square-foot center in Kinetic Park, West Virginia was described as a “perfect fit” by Vice President of Amazon customer service Tom Weiland. The new site will provide the company with more flexibility to train workers and take care of customers.
Sampson Lee
NOVEMBER 30, 2011
Brownell O’Connor travels to Dubai experiences the city through various touch-points—a brand is perceived through the total customer experience (TCE). Business Traveller to Dubai by Brownell O’Connor, Global CEM International Partner – Ireland We began our approach to Dubai. The Captain announced that we were 20 minutes ahead of schedule and that was great news.Then […].
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Very Best Service
NOVEMBER 28, 2011
'Preparation for customer service : for many companies, the next client is only a number, a customer record who happened to place an order for product xyz at a given time during the day. But it is not at all the same thing when you look at it from the clients'' point of view. In many instances, the purchasing decision is an important act in the eyes of the customer who has spend hours if not days and weeks to compare products, to chose the colour, to check if he or she could afford the spend.
Customer Interactions
NOVEMBER 15, 2011
'A few weeks ago I attended the IACP (International Association of Chiefs of Police) conference. While I spent a great deal of time in the NICE booth demoing NICE Situator (our Situation Management Solution) and NICE Inform (our Incident Information Management Solution), I was also looking forward to walking the show floor. I did some reading on the show prior to getting there, so my expectation level was appropriately set.
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Brad Cleveland Blog
NOVEMBER 12, 2011
What’s the formula for success in the new era of customer relationships? Boiled (waaayyy) down: 1. Connect. Listen to your customers, wherever they are, in whatever channel they choose. Join the conversation. 2. Engage. Interact with them, appropriately, proactively; put a face on your brand and build relationships that have staying power. 3. Thrive.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Service Untitled
NOVEMBER 18, 2011
There’s more to building a business than advertising, yet how many organizations spend more of their budgets on marketing and attracting new customers, while neglecting the importance of maintaining current customers and making sure their needs have been met? There is no doubt that every company is going to make mistakes, but how many companies lose the opportunities to build their brand by using those complaints to their advantage?
Service Untitled
NOVEMBER 1, 2011
JetBlue Flight 504 from Fort Lauderdale, Florida to Newark, New Jersey was diverted to Bradley International Airport in Connecticut at 1:30 on Saturday because of a freakish snow storm affecting the East Coast. Passengers weren’t allowed to deplane until 9:30 that night and were forced to remain on the tarmac and in the aircraft for seven hours with no food, water or working bathrooms.
Service Untitled
NOVEMBER 22, 2011
Consumer Reports just came out with their holiday report card giving holiday shoppers some interesting facts Santa’s helpers will surely want to consider before buying gifts either at the mall or online. Consumer Reports does qualify their list as neither an approval or disapproval of an organization as a whole, but Tod Marks, the senior editor and resident shopping expert states it is about “specific policies regarded as customer friendly.” Let us start with the “naughty
Service Untitled
NOVEMBER 14, 2011
It seems an Apple rap video was posted on Vimeo and performed by Apple employees in New Hampshire. Obviously the video didn’t last long; it was pulled from the Internet, but besides being somewhat amateurish and mildly ludicrous, the theory of presenting the proper solutions to customers based on their needs still rang through as truth. Back in July, the Apple Store in the Hong Kong IFC building presented parts of their five-day course in employee training.
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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.
Very Best Service
NOVEMBER 19, 2011
'Achieving the best customer service levels and maintaining them is not a simple task. There are numerous metrics available, one of them being to measure customer satisfaction. However, sometimes one finds that only customers who are very satisfied or customers who are very unhappy are prepared to give any form of feedback. But what is happening to the bulk of your customer base?
Very Best Service
NOVEMBER 2, 2011
'7 miles bridge - Florida Keys Do you do enough to reach out to your customers? Even when you have that horrible feeling that you are too far apart to resolve a customer service issue, you have to make an effort and build those bridges to reach out to your customers. The rewards can be long lasting even if the initial investment may seem unreasonable.
Sampson Lee
NOVEMBER 30, 2011
Marco De Veglia perceives the Big Apple as a brand. We perceive a city in the same way we perceive a brand—a city is a brand. When Cities are Brands, Not Places by Marco De Veglia, Global CEM International Partner – Italy Some places are called “The New York of [insert country]” Some things are […].
Brad Cleveland Blog
NOVEMBER 12, 2011
What’s the formula for success in the new era of customer relationships? Boiled (waaayyy) down: 1. Connect. Listen to your customers, wherever they are, in whatever channel they choose. Join the conversation. 2. Engage. Interact with them, appropriately, proactively; put a face on your brand and build relationships that have staying power. 3. Thrive.
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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Customer Interactions
NOVEMBER 21, 2011
'In June I wrote in this very same blog and told you to keep your eyes and ears tuned for an exciting announcement about the NICE User Group. Well, it’s official. The NUG (as it’s known) has now opened up membership to NICE Security and Public Safety customers. If you’re a NICE Security or Public Safety customer, this is very good news indeed!
Customer Interactions
NOVEMBER 7, 2011
'Recently, Security Dealer & Integrator Editor-in-Chief Deborah O’Mara interviewed NICE’s Dr. Bob Banerjee for an extensive article on PSIM (“PSIM: Navigating the Great Unknown”). In the article, Bob talks about the difference between PSIM and VMS and highlights what he thinks are the top three ‘killer apps for PSIM.’ The article was the cover story for the October issue of Security Dealer & Integrator and also appears on SecurityInfoWatch.com.
Customer Interactions
NOVEMBER 30, 2011
'There was a time when fences or other physical barriers were the only way to protect a perimeter from intrusion. Not so today. In this Government Security News article, video analytics expert Guy Lorman examines how perimeter intrusion detection solutions (PIDS) have evolved, with video analytics as the backbone. He also discusses different ways to deploy PIDS, from virtual fences to smart fences for highly sensitive facilities.
Service Untitled
NOVEMBER 10, 2011
Statistics for the 2011 shopping holiday season look a little scary for merchants this year. According to a Price Grabber survey, 45 percent of consumers say they are going to spend less on holiday shopping compared to what they spent in 2010. Luckily 49 percent say they are going to spend the same amount. Only 7 percent say they are going to spend more.
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.
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