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Did you know that improving client relationships at the account level is one of the most powerful ways your sales team can grow pipeline and revenue? But that's not what most B2B organizations do. How about yours? To experience 100%, 200% or 300% growth in key accounts, managers need to better understand what customers have to say. Join Jamie Ziegler, Allegiance sales/customer loyalty expert, on Tuesday, February 26th for a complimentary webinar to learn the five key components of a successful c
The fast paced world of Twitter, Facebook, and Yelp combined with the technological advances of smart phones, interactive websites, and emails enable millions of users to make better informed decisions than ever before possible. There’s hardly a moment when someone isn’t consulting Google to learn more about a product, a person, or a service.
'Customer service web What can spiders web teach us about customer service? Over the years, they have perfected the art of building a structure which catches all. In many environment, if we leave them a little bit of time, they will construct a web to catch food. What about applying the same technique to customer service? Web based customer service would consist of a close knit network of multiple interactions with customers.
Is Your Marketing Organization Ready to Change its MO? Gary Katz. It can sometimes be difficult to determine whether your company is ready to implement Marketing Operations. As described in 7 Deadly Sins of Marketing (previous blog post), Marketing Operations (MO) is an emerging discipline with the potential to significantly increase performance and accountability in complex marketing organizations.
AI adoption is reshaping sales and marketing. But is it delivering real results? We surveyed 1,000+ GTM professionals to find out. The data is clear: AI users report 47% higher productivity and an average of 12 hours saved per week. But leaders say mainstream AI tools still fall short on accuracy and business impact. Download the full report today to see how AI is being used — and where go-to-market professionals think there are gaps and opportunities.
'When a company invests in a solution such as PSIM the obvious reason is to improve security. But when’s the last time you heard “improved security” mentioned as a source of ROI? Yet, the potential ROI from security improvements can far outweigh any operational cost savings from PSIM. This is especially true in very sensitive industries where the cost of a security breach, the mishandling of a safety malfunction, or failure to comply with regulations can have huge financial imp
'Those of you who have read our book ‘Bold-how to be brave in business and win’ , will know that we advocate a number of principles, but two of the most important are ‘Stand up for something’ and ‘Stick to your purpose’. Sugru, and its zealous founder, are an embodiment of these mantras. In a recent photo-shoot for British Airways High-Life Magazine, sugru inventor, Jane Ni Dhulchaointigh, managed to combine (and dramatise) both of these principles at once by sticking herself to the ceiling of h
'Those of you who have read our book ‘Bold-how to be brave in business and win’ , will know that we advocate a number of principles, but two of the most important are ‘Stand up for something’ and ‘Stick to your purpose’. Sugru, and its zealous founder, are an embodiment of these mantras. In a recent photo-shoot for British Airways High-Life Magazine, sugru inventor, Jane Ni Dhulchaointigh, managed to combine (and dramatise) both of these principles at once by sticking herself to the ceiling of h
Did you know that improving client relationships at the account level is one of the most powerful ways your sales team can grow pipeline and revenue? But that's not what most B2B organizations do. How about yours? To experience 100%, 200% or 300% growth in key accounts, managers need to better understand what customers have to say. Join Jamie Ziegler, Allegiance sales/customer loyalty expert, on Tuesday, February 26th for a complimentary webinar to learn the five key components of a successful c
Buying a new car is a baffling and expensive experience for everyone; options have become so technical making it extremely difficult for car buyers to figure out what they need or really want. BMW recognizes the dilemma and has launched a new program called Genius Everywhere remarkably similar to the Genius Bar at Apple stores. In a story posted by industry marketer Advertising Age, the “geniuses” will be salaried personnel who will walk around BMW showrooms with iPads and provide in
Did you know that improving client relationships at the account level is one of the most powerful ways your sales team can grow pipeline and revenue? But that's not what most B2B organizations do. How about yours? To experience 100%, 200% or 300% growth in key accounts, managers need to better understand what customers have to say. Join Jamie Ziegler, Allegiance sales/customer loyalty expert, on Tuesday, February 26th for a complimentary webinar to learn the five key components of a successful c
Allegiance is very excited to announce the full schedule of 60 sessions, including expert speakers, case study presentations and workshops, at this year's VoCFusion 2013 event. It promises to be the largest Voice of Customer event ever, with a keynote address by best-selling author and political analyst Nate Silver.
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.
Allegiance is very excited to announce the full schedule of 60 sessions, including expert speakers, case study presentations and workshops, at this year's VoCFusion 2013 event. It promises to be the largest Voice of Customer event ever, with a keynote address by best-selling author and political analyst Nate Silver.
Allegiance is very excited to announce the full schedule of 60 sessions, including expert speakers, case study presentations and workshops, at this year's VoCFusion 2013 event. It promises to be the largest Voice of Customer event ever, with a keynote address by best-selling author and political analyst Nate Silver.
If you're a Customer Experience or Voice of the Customer practitioner, we'd like to invite you to join us on-air this Friday, February 8th, at 4pm Mountain (6pm Eastern) when we'll be discussing the importance of industry certification for VOC Professionals.
If you're a Customer Experience or Voice of the Customer practitioner, we'd like to invite you to join us on-air this Friday, February 8th, at 4pm Mountain (6pm Eastern) when we'll be discussing the importance of industry certification for VOC Professionals.
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.
The entire history of Sears is way beyond the scope of today’s blog post, but a short summary of Sears has its roots dating back to 1886 when the founder, Robert Sears began selling watches in Chicago. Thirty years later arose the brands of Kenmore and Craftsman, and during the organization’s billion dollar growth came Allstate, Caldwell Banker, and Dean Witter.
Michael Allenson’s latest column in Survey Magazine titled Sunlight Kills Vampires and Causes Higher Ratings explores how consumer ratings vary from state to state. His third column also debuts our new Survey Says logo. Michael uses CEBenchmarks to reveal how customers in different parts of the country tend to have a positive or negative skew.
Michael Allenson’s latest column in Survey Magazine titled Sunlight Kills Vampires and Causes Higher Ratings explores how consumer ratings vary from state to state. His third column also debuts our new Survey Says logo. Michael uses CEBenchmarks to reveal how customers in different parts of the country tend to have a positive or negative skew.
Michael Allenson’s latest column in Survey Magazine titled Sunlight Kills Vampires and Causes Higher Ratings explores how consumer ratings vary from state to state. His third column also debuts our new Survey Says logo. Michael uses CEBenchmarks to reveal how customers in different parts of the country tend to have a positive or negative skew.
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!
We all know that surveys can be powerful feedback tools. How satisfied are your employees? Employee satisfaction surveys can provide insights on their passions, stresses and ideas. How do your customers really feel about their latest purchase? Transactional surveys can help uncover customer insights and increase customer retention. Whether you're looking to gather information, identify and diagnose problems or uncover emerging opportunities, surveys can be a low-cost, highly effective tool for m
We all know that surveys can be powerful feedback tools. How satisfied are your employees? Employee satisfaction surveys can provide insights on their passions, stresses and ideas. How do your customers really feel about their latest purchase? Transactional surveys can help uncover customer insights and increase customer retention. Whether you're looking to gather information, identify and diagnose problems or uncover emerging opportunities, surveys can be a low-cost, highly effective tool for m
We all know that surveys can be powerful feedback tools. How satisfied are your employees? Employee satisfaction surveys can provide insights on their passions, stresses and ideas. How do your customers really feel about their latest purchase? Transactional surveys can help uncover customer insights and increase customer retention. Whether you're looking to gather information, identify and diagnose problems or uncover emerging opportunities, surveys can be a low-cost, highly effective tool for m
We’ve all probably heard stories about a customer “blackmailing” a service provider by threatening to submit a poor customer satisfaction survey. I recently heard (on NPR’s “Wait Wait Don’t Tell Me” news quiz show) and read about (here) someone taking this to a new level in the social media world. Apparently someone came up with. View Article.
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.
We’ve all probably heard stories about a customer “blackmailing” a service provider by threatening to submit a poor customer satisfaction survey. I recently heard (on NPR’s “Wait Wait Don’t Tell Me” news quiz show) and read about (here) someone taking this to a new level in the social media world. Apparently someone came up with.
We’ve all probably heard stories about a customer “blackmailing” a service provider by threatening to submit a poor customer satisfaction survey. I recently heard (on NPR’s “Wait Wait Don’t Tell Me” news quiz show) and read about (here) someone taking this to a new level in the social media world. Apparently someone came up with.
Okay. I’ll admit that I’m a bit of an app junkie and have tried many of the apps in the Apple App Store but only 120 have a home on my iPhone or iPad Mini. Since I’m a list maker, my favorite app is the Grocery Gadget which allows you to make shopping lists and. View Article.
Okay. I’ll admit that I’m a bit of an app junkie and have tried many of the apps in the Apple App Store but only 120 have a home on my iPhone or iPad Mini. Since I’m a list maker, my favorite app is the Grocery Gadget which allows you to make shopping lists and.
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
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