InMoment XI
DECEMBER 20, 2010
The design of any world-class customer feedback program should include a closed loop process that makes the customers feel that they have been heard and promotes learning about what to do to improve the business in ways that drive customer satisfaction and loyalty.
Service Untitled
DECEMBER 20, 2010
Every business is bound to have unhappy customers; there’s always some variable that can go wrong despite all safeguards to make things perfect. Great customer service extends beyond answering the phone after two rings, beyond the twitter and Facebook entries, and even beyond the gentle ego stroking of an already angry customer. The Society for New Communications Research, which tracks the latest trends and best practices in communication and social media, states that 59 percent of consume
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Customers Rock!
DECEMBER 6, 2010
Social media has brought the customer experience more in-focus than ever before, and this became very apparent during the start of the 2010 holiday shopping season on Black Friday and Cyber Monday. Consumers made their lists of who had the best deals, based on what they learned on Twitter and other sites. The brave ones, armed with their mobile phones, made the trek into the brick-and-mortar retail stores to fight the crowds for their coveted items.
Very Best Service
DECEMBER 19, 2010
'In a harsh climate, companies'' leadership teams may decide that investment in customer service is a low priority. Whilst the motivation is easy to understand and often driven by cost management measures, it is not sustainable. After all, when the winter is over, clients will remember where their bad customer experience and this will clearly influence their decision for future purchases.
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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.
Annie Tsai
DECEMBER 12, 2010
Remember the ghost that would run around in the Family Circus cartoons causing a bunch of mischief and get Billy, Dolly, Jeffy, and P.J. in trouble all the time? The kids all knew who he was. Time after time, Bil and Thelma would call the kids out on said naughtiness of the day and low […].
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
InMoment XI
DECEMBER 20, 2010
The design of any world-class customer feedback program should include a closed loop process that makes the customers feel that they have been heard and promotes learning about what to do to improve the business in ways that drive customer satisfaction and loyalty.
Service Untitled
DECEMBER 2, 2010
The Business Impact of Customer Experience Report 2010 examines how customer experiences affect the overall success of businesses: - It affects a customer’s intent to purchase from a particular organization. - It affects the likelihood of a customer switching to a competitor. - It affects the likelihood of a customer to recommend the business or organization to a friend, coworker, or relative.
InMoment XI
DECEMBER 20, 2010
The design of any world-class customer feedback program should include a closed loop process that makes the customers feel that they have been heard and promotes learning about what to do to improve the business in ways that drive customer satisfaction and loyalty.
InMoment XI
DECEMBER 20, 2010
The design of any world-class customer feedback program should include a closed loop process that makes the customers feel that they have been heard and promotes learning about what to do to improve the business in ways that drive customer satisfaction and loyalty.
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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
DECEMBER 6, 2010
After months of client meetings, focus groups and quantitative studies, one thing stands out: data is everywhere, and VOC pros want help making decisions from their mountains of data. That’s why we are committed to accelerating the delivery of actionable business intelligence from VOC data. It’s not about gathering more survey data, it’s about the insights business leaders need to move the needle.
InMoment XI
DECEMBER 6, 2010
After months of client meetings, focus groups and quantitative studies, one thing stands out: data is everywhere, and VOC pros want help making decisions from their mountains of data. That’s why we are committed to accelerating the delivery of actionable business intelligence from VOC data. It’s not about gathering more survey data, it’s about the insights business leaders need to move the needle.
InMoment XI
DECEMBER 6, 2010
After months of client meetings, focus groups and quantitative studies, one thing stands out: data is everywhere, and VOC pros want help making decisions from their mountains of data. That’s why we are committed to accelerating the delivery of actionable business intelligence from VOC data. It’s not about gathering more survey data, it’s about the insights business leaders need to move the needle.
Service Untitled
DECEMBER 24, 2010
A Christmas Customer Satisfaction Index survey showed Amazon as the top online retailer to best satisfy consumers during the busy holiday shopping season. The study, done by Fore See Results stated that Amazon offered the safest and best online opportunities, but also showed the lesser e-commerce sites slipping and failing to meet the improving standards of the larger companies.
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
DECEMBER 29, 2010
This year may be fading away swiftly, but a better, new one is on the horizon. So what does that mean? Well, it means that we all make plans for a successful new adventure into a promising new time, however the basic ingredients of success haven’t changed nor does it change with the drop of a brightly lit ball in Times Square at the stroke of midnight.
Service Untitled
DECEMBER 16, 2010
While successful businesses have always been about price, quality, and customer service, what can an organization do to guarantee that a particular customer will keep coming back? With so much competition out there and everyone trying to outdo each other, building customer loyalty is not an easy task. No matter how you address it, customer loyalty emanates from excellent customer service.
Service Untitled
DECEMBER 27, 2010
Paul Stockford, president of Saddletree Research, an organization that gauges industry change trends, notes that the changes of customer experience management will continue an upward movement in social channels. Interestingly enough, the social trends since 2008 have grown exponentially. In 2008, social media and customer service were not even on the radar; in 2009 it grew to 13%, and this year 40% of contact centers actively use social media in their customer service.
Service Untitled
DECEMBER 28, 2010
Christmas is the time for good will toward shoppers, and with that in mind, Target, Wal-Mart, and Best Buy have dropped their re-stocking fees to boost customer service. Ethan Jones, a customer service administrator for Best Buy assures customers that as long as everything is returned in the original box, all re-stocking fees will be waived. Other stores, in an effort to boost customer loyalty offer generous return policies.
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.
Very Best Service
DECEMBER 19, 2010
'Customer service examples : Here are a few quotes by @ Thoughtbuddy giving us his take on good customer service: " For me, an example of @ verygoodservice is when the shop assistant walks around from behind the counter/till to hand over your purchase(s)." "Also think it''s @ verygoodservice when assistant refers to you by name using details on your payment / loyalty card.
Service Untitled
DECEMBER 9, 2010
Customer experience doesn’t just begin and end with a visit to the store, an interaction with a sales representative, and the subsequent purchase of the product. It’s made up of details; lots of details both intentional and unintentional. Our overall customer experience is the quality aggregate of an entire organization. Let us take the example of Keurig and the Special Edition Keurig Brewer and assume that I was attracted to the product from advertisements I saw on television; a bus
Very Best Service
DECEMBER 20, 2010
'For better or for worse. Customer relationship management is all about working together, not imposing what suits one party or the other. Irrespective of the initial engagement, companies which can demonstrate flexibility, and wish for the relationship to succeed, will stimulate their customers to adopt the same behaviour. And, long after the wedding day all will live in harmony in the long term.
Annie Tsai
DECEMBER 12, 2010
Remember the ghost that would run around in the Family Circus cartoons causing a bunch of mischief and get Billy, Dolly, Jeffy, and P.J. in trouble all the time? The kids all knew who he was. Time after time, Bil and Thelma would call the kids out on said naughtiness of the day and low […].
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
DECEMBER 21, 2010
As service professionals, we all understand the commitment and effort needed to acquire new and retain our existing customers. But what about the customer who has decided to leave? What do we typically do for them? In his book It’s Your Ship , Michael Abrashoff talked about how important it was to give a warm send off and thank you for Navy personnel who served under him but opted not to re-enlist.
Service Untitled
DECEMBER 3, 2010
Since it’s getting cold in most of the United States, I thought I might end the week with a few words about the Key West Marriott Beachside Hotel which has just been awarded the Marriott’s Customer Excellence Award for demonstrating exemplary guest services. It is classified as a luxury AAA 4 Diamond hotel on seven and one-half acres of waterfront property.
Service Untitled
DECEMBER 10, 2010
You’re most likely sending out emails, brochures, and promotions with greetings of the season, but what happens after the lights are removed and the tree is packed away? Are you still showing your customers that you appreciate their business all year round? You want to show sincere appreciation for customer patronage and want them to feel valued for making the choice of spending their hard-earned money at your organization.
Service Untitled
DECEMBER 30, 2010
Can you even imagine waiting all year for a great holiday weekend, and then getting stranded at an airport not just for hours, but two or three days? Travelers are blaming the airlines for not being prepared. The airlines have always used weather conditions as their fall back , but consumer advocates state that they should have been prepared. Thousands of stranded passengers couldn’t get through to reservation agents to rebook their flights.
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