InMoment XI
JANUARY 24, 2012
I want to pass something along that you might find helpful. Bruce Temkin is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. He comes with a very good resume with experience at Forrester Research and GE. He has an MBA from MIT Sloan School. View Article.
Customers Rock!
JANUARY 24, 2012
This post is part of the Social ROI Blog Carnival at Think Customers: the 1to1 Media blog. Visit the blog carnival post “ Calculating the ROI of Social Media ” to check out the full list of posts from numerous well-known social media thought leaders. There are many ways to measure the success of social media at an organization. Some of these metrics are often focused only on tactical results (ex: number of followers or fans).
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Service Untitled
JANUARY 25, 2012
Most customers who feel they have been the recipients of poor customer service will never vocalize their feelings to a particular organization. According to First Financial Training Services and the White House Office of Consumer Affairs, only four percent of dissatisfied customers ever complain making the other 96 percent essentially ripe for the picking when another company offering similar services or products appear in the horizon.
Very Best Service
JANUARY 31, 2012
'At all times, it is crucial that your customer watch is in place. If your customers are in need of simple advice or find themselves in serious difficulty, you should be at hand, ready to provide immediate assistance. This will prevent a situation from deteriorating and causing irreparable damage. If successful, a rapid intervention will contribute to the establishment of a real bond which could last a lifetime.
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CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
InMoment XI
JANUARY 24, 2012
I want to pass something along that you might find helpful. Bruce Temkin is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. He comes with a very good resume with experience at Forrester Research and GE. He has an MBA from MIT Sloan School.
Customers Rock!
JANUARY 10, 2012
A lot of businesses love social media because they feel it helps them spread the word about their organization and what they do. And it does. However, I strongly feel one of the most effective uses of social media is to build and deepen relationships with customers – be they consumers, clients, donors, or constituents. I predict this will be a big focus for social media in 2012.
Service Untitled
JANUARY 13, 2012
Stabucks UK has a lot of unhappy customers today after the company decided to change the terms of their loyalty program. The previous rewards card offered a free drink for every 15 transactions and a discount on filter coffee. Now it seems that Facebook is buzzing with caffeinated complaints because of the changes as consumers post everything from their disappointments to threats of shredding their loyalty cards.
Very Best Service
JANUARY 16, 2012
'Customer service innovation Innovation in customer service has become increasingly valuable as a way to differentiate from the competition and avoid an all-out price war. But, which is the best way to innovate? The challenge for companies is to determine to what extent the service innovations should be radical and if they are not a rehashed copy of what someone has done before, are they achievable?
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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.
Customer Interactions
JANUARY 23, 2012
'With their complex security challenges and many remote locations, banks need solutions that can help them monitor and manage physical security more efficiently and effectively. In this video, Millennium BCP''s Security Manager, Mr. Vitor Monteiro explains how his bank is leveraging NICE Situator to tackle these tough security, safety and operational challenges.
InMoment XI
JANUARY 24, 2012
I want to pass something along that you might find helpful. Bruce Temkin is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. He comes with a very good resume with experience at Forrester Research and GE. He has an MBA from MIT Sloan School.
InMoment XI
JANUARY 15, 2012
This is the first in a series of blog posts regarding use of features and functions available in the Allegiance Engage7 Voice of Customer platform. Allegiance Engage7 has several advanced survey campaign analytic capabilities that enable you to treat invitation data as first-class data, similar to response data. We realize that who is invited, how many responses you get, and the response rate are vital to data analysis.
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
JANUARY 15, 2012
This is the first in a series of blog posts regarding use of features and functions available in the Allegiance Engage7 Voice of Customer platform. Allegiance Engage7 has several advanced survey campaign analytic capabilities that enable you to treat invitation data as first-class data, similar to response data. We realize that who is invited, how many responses you get, and the response rate are vital to data analysis.
InMoment XI
JANUARY 15, 2012
This is the first in a series of blog posts regarding use of features and functions available in the Allegiance Engage7 Voice of Customer platform. Allegiance Engage7 has several advanced survey campaign analytic capabilities that enable you to treat invitation data as first-class data, similar to response data. We realize that who is invited, how many responses you get, and the response rate are vital to data analysis.
InMoment XI
JANUARY 9, 2012
The shape of things to come in North American customer experience programs?
Service Untitled
JANUARY 23, 2012
After interviewing Zappos CEO Tony Hsieh and seeing the company’s HQ outside of Las Vegas , I knew I wanted to learn more about the nuts and bolts and day-to-day operations of Zappos. To get this information, I spoke to Rob Siefker, Director of the Zappos Customer Loyalty Team. In part one of this four part interview, Rob talks about what he does at Zappos, how the company handles operating 24/7, what the training process is like for Zappos employees, and how the company makes the most o
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.
Service Untitled
JANUARY 10, 2012
Making a really poor first impression with your customer is almost a guarantee that you can wave goodbye to business in the future, and sadly there are days when the best laid plans of employees and their well rehearsed skills go awry. The question is can a business deal with it so they don’t lose a customer, and how does a business make amends?
Service Untitled
JANUARY 5, 2012
Automobile insurance companies are going all out to please their customers. Once upon a time we just called the insurance agent our parents dealt with for twenty years and gave them the information about our car and the amount of liability, collision and uninsured motorist protection we needed and sent in the premium. We didn’t shop around, and who would have thought that an automobile insurance company would actually cater to a customer?
Service Untitled
JANUARY 27, 2012
This is the second of a four part interview with Rob Siefker, the Director of the Customer Loyatly Team at Zappos. In this part of the interview, Rob discusses how Zappos motivates members of their customer loyalty team, what programs they have in place to recognize good service, and what service metrics the company tracks and how. You can read part one of the interview here.
Service Untitled
JANUARY 31, 2012
Before I leave my house in the morning, I grab my car keys, purse and of course, my smartphone. AT&T sold 9.4 million of these in the fourth quarter of 2011. Is it any wonder that the 2X4 inch tidy packages of computer chips have revolutionized everyday behaviors including the way we shop? We read on them, play Words With Friends, make dinner reservations, buy concert tickets, and frequently text.
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
Service Untitled
JANUARY 18, 2012
Best Buy just can’t get it right, and customers continue to complain. Even the company’s promotion on used videos this weekend piled up consumer complaints as customers couldn’t find what they wanted in either the stores or online. To make matters even worse, Best Buy still has unresolved Christmas orders lingering about somewhere in “back order” or “canceled” land.
Very Best Service
JANUARY 3, 2012
'Your understanding of the environment where your company offers its business services will be crucial in determining the success of your operation. What are the constraints? Where do the customers come from and what will be their state of mind when they finally reach you? Taking an helicopter view can often be useful to understand these factors and help you define the broad parameters before focusing on the details of your service delivery Pictur e courtesy of Claire Boyles with our thanks - [l
InMoment XI
JANUARY 30, 2012
In designing your retail experience, how men and women perceive the experience needs to be considered, especially if you’re a brand that is trying to attract more women. And women hate buying a car…right? You may find our analysis surprising.
InMoment XI
JANUARY 30, 2012
In designing your retail experience, how men and women perceive the experience needs to be considered, especially if you’re a brand that is trying to attract more women. And women hate buying a car…right? You may find our analysis surprising.
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