InMoment XI
MARCH 6, 2013
I recently sat down with my colleague Jamie Ziegler to chat about the role of sales organizations in customer loyalty programs – an important consideration for B2B companies. Jamie has a wealth of practical knowledge on the topic having run global loyalty programs at JD Edwards and VMware and spent several years as an enterprise salesperson herself.
Service Untitled
MARCH 19, 2013
Since 2007, Walmart department and discount stores repeatedly have been labeled with the dubious distinction of having the “worst customer service in America.” The Bentonville, Arkansas based retailer scored a 71 out of 100 rating; the lowest grade for customer service as rated by The American Customer Satisfaction Index (ACSI) , an independent national benchmark of customer satisfaction in the United States.
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Very Best Service
MARCH 9, 2013
'The customer service "great rotation " is inspired from the investment community''s current hot topic whereby worldwide money managers may reallocate part of their assets towards more risky investments, for example switching from fixed income instruments to equities. This is done in order to benefit from higher equity yields especially given that interest rates will have to stay low for a while to fuel the economic recovery.
Customer Interactions
MARCH 28, 2013
'Pundits have long debated the root causes of crime and how to combat it, such as investing in education, early intervention, and programs to reduce unemployment. Those may be successful strategies from a social perspective, but what about technology? Can technology also be a safe-city enabler? Here are three ways that cites can apply technology to enhance safety: Leverage Existing Security Systems to their Fullest Potential – Let’s face it – government agencies already invest
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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.
Brad Cleveland Blog
MARCH 14, 2013
I am often asked, both by individuals and journalists who cover consumer-oriented topics, what consumers can do short of a rant on twitter (see tip 12), to get better service when interacting with organizations. Here are a dozen recommendations: 1. Be prepared. Know what you want and have relevant information ready (account information, statements, etc.). 2.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
InMoment XI
MARCH 6, 2013
I recently sat down with my colleague Jamie Ziegler to chat about the role of sales organizations in customer loyalty programs – an important consideration for B2B companies. Jamie has a wealth of practical knowledge on the topic having run global loyalty programs at JD Edwards and VMware and spent several years as an enterprise salesperson herself.
InMoment XI
MARCH 5, 2013
The typical response rate of Voice of Customer (VoC) programs ranges from 2% to 14% – nothing to brag about. In this engaging webinar, attendees will learn the most common yet avoidable mistakes committed by companies when launching their VoC programs, and how customers really feel about surveys and feedback programs.
InMoment XI
MARCH 5, 2013
The typical response rate of Voice of Customer (VoC) programs ranges from 2% to 14% – nothing to brag about. In this engaging webinar, attendees will learn the most common yet avoidable mistakes committed by companies when launching their VoC programs, and how customers really feel about surveys and feedback programs.
InMoment XI
MARCH 5, 2013
The typical response rate of Voice of Customer (VoC) programs ranges from 2% to 14% – nothing to brag about. In this engaging webinar, attendees will learn the most common yet avoidable mistakes committed by companies when launching their VoC programs, and how customers really feel about surveys and feedback programs.
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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
MARCH 29, 2013
Okay, I used a crass headline to get your attention. But it turns out to be true. I recently stumbled upon a 2010 Consumer Reports study where Americans rated poor customer experiences like hidden fees and incomprehensible bills as more annoying than dog poop. And the fun doesn't stop there. By my count, eleven of the top twenty annoyances are customer experiences (and a few others are arguable).
InMoment XI
MARCH 29, 2013
Okay, I used a crass headline to get your attention. But it turns out to be true. I recently stumbled upon a 2010 Consumer Reports study where Americans rated poor customer experiences like hidden fees and incomprehensible bills as more annoying than dog poop. And the fun doesn't stop there. By my count, eleven of the top twenty annoyances are customer experiences (and a few others are arguable).
InMoment XI
MARCH 29, 2013
Okay, I used a crass headline to get your attention. But it turns out to be true. I recently stumbled upon a 2010 Consumer Reports study where Americans rated poor customer experiences like hidden fees and incomprehensible bills as more annoying than dog poop. And the fun doesn't stop there. By my count, eleven of the top twenty annoyances are customer experiences (and a few others are arguable).
InMoment XI
MARCH 28, 2013
To paraphrase a familiar saying—Data, data everywhere and not an answer in sight. Gone are the days when business people did not have enough data. Most of us have too much —way too much. Take customer experience professionals, for example. Organizations whose customer experience programs are transaction based routinely survey hundreds of thousands customers.
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
MARCH 28, 2013
To paraphrase a familiar saying—Data, data everywhere and not an answer in sight. Gone are the days when business people did not have enough data. Most of us have too much —way too much. Take customer experience professionals, for example. Organizations whose customer experience programs are transaction based routinely survey hundreds of thousands customers.
InMoment XI
MARCH 28, 2013
To paraphrase a familiar saying—Data, data everywhere and not an answer in sight. Gone are the days when business people did not have enough data. Most of us have too much —way too much. Take customer experience professionals, for example. Organizations whose customer experience programs are transaction based routinely survey hundreds of thousands customers.
InMoment XI
MARCH 27, 2013
This post originally appeared as a podcast on Allegiance Radio. Do you care what your employees think? Is it worthwhile to build a Voice of the Employee (VOE) program? What are the benefits? Where do you start? We chatted with Bruce Parkinson, Director of Employee Engagement at Cummins, on an Allegiance episode last August. Bruce. View Article.
InMoment XI
MARCH 27, 2013
Listen to this episode: This post originally appeared as a podcast on Allegiance Radio. Do you care what your employees think? Is it worthwhile to build a Voice of the Employee (VOE) program? What are the benefits? Where do you start? We chatted with Bruce Parkinson, Director of Employee Engagement at Cummins, on an Allegiance.
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
MARCH 27, 2013
Listen to this episode: This post originally appeared as a podcast on Allegiance Radio. Do you care what your employees think? Is it worthwhile to build a Voice of the Employee (VOE) program? What are the benefits? Where do you start? We chatted with Bruce Parkinson, Director of Employee Engagement at Cummins, on an Allegiance.
InMoment XI
MARCH 22, 2013
I've written in the past about some of the big challenges facing the customer experience (CX) discipline, such as a lack of real understanding among executives and a confusing tech market. Those issues are still around, but they've been pretty well documented lately and have CX leaders appropriately on guard. Now there's a more insidious threat on the horizon: tunnel vision.
InMoment XI
MARCH 22, 2013
I've written in the past about some of the big challenges facing the customer experience (CX) discipline, such as a lack of real understanding among executives and a confusing tech market. Those issues are still around, but they've been pretty well documented lately and have CX leaders appropriately on guard. Now there's a more insidious threat on the horizon: tunnel vision.
InMoment XI
MARCH 22, 2013
I've written in the past about some of the big challenges facing the customer experience (CX) discipline, such as a lack of real understanding among executives and a confusing tech market. Those issues are still around, but they've been pretty well documented lately and have CX leaders appropriately on guard. Now there's a more insidious threat on the horizon: tunnel vision.
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
MARCH 20, 2013
Did you know that the typical response rate of Voice of Customer (VoC) programs ranges from 2% to 14%? In fact, survey developers who get a 10% response rate are usually happy, noting that it’s at the high end of “the industry standard.
InMoment XI
MARCH 20, 2013
Terry O’Reilly (@terryoinfluence) is a Canadian advertising executive and broadcaster who has a program on CBC Radio called ‘Under the Influence‘ It’s a fascinating weekly view into the world of marketing and advertising. This past weekend he presented a program entitled ‘Tales of Customer Service’ Make time to listen to it because those of us involved in.
InMoment XI
MARCH 20, 2013
Did you know that the typical response rate of Voice of Customer (VoC) programs ranges from 2% to 14%? In fact, survey developers who get a 10% response rate are usually happy, noting that it’s at the high end of “the industry standard.
InMoment XI
MARCH 20, 2013
Terry O’Reilly (@terryoinfluence) is a Canadian advertising executive and broadcaster who has a program on CBC Radio called ‘Under the Influence‘ It’s a fascinating weekly view into the world of marketing and advertising. This past weekend he presented a program entitled ‘Tales of Customer Service’ Make time to listen to it because those of us involved in.
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