InMoment XI
JANUARY 30, 2013
I often talk with organizations that are just starting to focus on and understand their customers. When we talk about customer experience, they often refer immediately to their customer service department and how “training” their representatives results in high accolades with customers. They see customer service as something they “do” to the customer.
Service Untitled
JANUARY 22, 2013
There’s only one chance to make a great first impression; that very moment you turn a customer off when something goes awry is the same moment the competition tries to reel him in with a more attractive offer and a lot of new promises. For many of us the ultimate in business growth and success is repeat business, because these are the very loyal customers who will not only return for another service or purchase, but these are the very same people who will tell others why they have chosen u
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Very Best Service
JANUARY 2, 2013
'New Customer service approach At the beginning of a new year, many businesses are starting to implement their new strategies and look at fresh ideas. All the budgets have been reset, the new marketing campaigns are ready to be rolled out. New investments in products, overseas expansion, new factories, the company has covered all angles. Customer service should not be left out though!
Aveus
JANUARY 2, 2013
You’re doing the right things. You’ve chosen your target customers wisely and found a set of needs you can solve for them better than anyone else can. People and teams across your organization are doing their best to make daily decisions that meet or exceed the requirements your customers value most. And you’re constantly re-evaluating and stopping processes that aren’t matching your target experience.
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Brad Cleveland Blog
JANUARY 14, 2013
After wrapping up some work in California one morning, I flew to Maryland—a 4.5 hour flight—and decided to drop into a clothing store on the way to my destination in Annapolis, Maryland. I selected a few things and handed my credit card to the person at the register.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
InMoment XI
JANUARY 30, 2013
I often talk with organizations that are just starting to focus on and understand their customers. When we talk about customer experience, they often refer immediately to their customer service department and how “training” their representatives results in high accolades with customers. They see customer service as something they “do” to the customer.
Service Untitled
JANUARY 3, 2013
Zappos’ Customer Loyalty Team repeatedly exceeds expectations of the family culture CEO Tony Hsieh envisioned as his passion for customizing customer service always remains a number one priority 24 hours a day and 365 days a year. On December 8, Customer Loyalty Team member Shaea Labus spent 10 hours and 29 minutes on a phone call. According to The Huffington Post, the call set a new record; beating out the previous record at the online shoe and apparel retailer of 8 hours and 29 minutes.
InMoment XI
JANUARY 30, 2013
I often talk with organizations that are just starting to focus on and understand their customers. When we talk about customer experience, they often refer immediately to their customer service department and how “training” their representatives results in high accolades with customers. They see customer service as something they “do” to the customer.
InMoment XI
JANUARY 21, 2013
I have been thinking a lot lately about surveys; which is a good thing, since that is my job. But not just surveys in general, but customer experience surveys, since that is our job at Maritz. And not just customer experience surveys in general, but bad customer experience surveys. And, if you look at. View Article.
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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
JANUARY 21, 2013
I have been thinking a lot lately about surveys; which is a good thing, since that is my job. But not just surveys in general, but customer experience surveys, since that is our job at Maritz. And not just customer experience surveys in general, but bad customer experience surveys. And, if you look at.
InMoment XI
JANUARY 21, 2013
I have been thinking a lot lately about surveys; which is a good thing, since that is my job. But not just surveys in general, but customer experience surveys, since that is our job at Maritz. And not just customer experience surveys in general, but bad customer experience surveys. And, if you look at.
InMoment XI
JANUARY 16, 2013
A few weeks ago, CRM analyst Paul Greenberg challenged several vendors – including Allegiance – to explain why and how they use the term customer experience management (CEM). We originally posted our response on ZDNet last week. Since then, we’ve gotten a number of positive reactions to our perspective (and brevity), so we thought we’d share here too.
InMoment XI
JANUARY 16, 2013
A few weeks ago, CRM analyst Paul Greenberg challenged several vendors – including Allegiance – to explain why and how they use the term customer experience management (CEM). We originally posted our response on ZDNet last week. Since then, we’ve gotten a number of positive reactions to our perspective (and brevity), so we thought we’d share here too.
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 16, 2013
A few weeks ago, CRM analyst Paul Greenberg challenged several vendors – including Allegiance – to explain why and how they use the term customer experience management (CEM). We originally posted our response on ZDNet last week. Since then, we’ve gotten a number of positive reactions to our perspective (and brevity), so we thought we’d share here too.
InMoment XI
JANUARY 11, 2013
As we begin a new year, it’s a good time to look at where customer experience measurement is headed. Stephan Thun, the executive vice president of Maritz Research Europe, shared his thoughts with our Sound Check editor Kathy Randall. KATHY: Stephan, what trends or developments do you see in the industry? STEPHAN: Obviously if we talk. View Article.
InMoment XI
JANUARY 11, 2013
As we begin a new year, it’s a good time to look at where customer experience measurement is headed. Stephan Thun, the executive vice president of Maritz Research Europe, shared his thoughts with our Sound Check editor Kathy Randall. KATHY: Stephan, what trends or developments do you see in the industry? STEPHAN: Obviously if we talk.
InMoment XI
JANUARY 11, 2013
As we begin a new year, it’s a good time to look at where customer experience measurement is headed. Stephan Thun, the executive vice president of Maritz Research Europe, shared his thoughts with our Sound Check editor Kathy Randall. KATHY: Stephan, what trends or developments do you see in the industry? STEPHAN: Obviously if we talk.
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
JANUARY 8, 2013
Before the holidays I posted our Blog Talk Radio interview with VOC Expert, Cole Nussbaumer. This week I'm sharing my interview with Phil Morin, the Vice President of Global Customer Experience at SAP. SAP is Headquartered in Walldorf Germany and is regarded as the market leader in enterprise application software. SAP supports over 183,000 customers worldwide and employs over 55,000 employees in locations throughout the world.
InMoment XI
JANUARY 8, 2013
Before the holidays I posted our Blog Talk Radio interview with VOC Expert, Cole Nussbaumer. This week I'm sharing my interview with Phil Morin, the Vice President of Global Customer Experience at SAP. SAP is Headquartered in Walldorf Germany and is regarded as the market leader in enterprise application software. SAP supports over 183,000 customers worldwide and employs over 55,000 employees in locations throughout the world.
InMoment XI
JANUARY 8, 2013
Before the holidays I posted our Blog Talk Radio interview with VOC Expert, Cole Nussbaumer. This week I'm sharing my interview with Phil Morin, the Vice President of Global Customer Experience at SAP. SAP is Headquartered in Walldorf Germany and is regarded as the market leader in enterprise application software. SAP supports over 183,000 customers worldwide and employs over 55,000 employees in locations throughout the world.
InMoment XI
JANUARY 3, 2013
In a previous post on Sound Check, my colleague Dave Fish wrote about airlines offering frequent flyer miles to people that “liked” them on Facebook. I thought of that when reading this article in a recent issue of Automotive News. Basically, it talks about automotive dealers’ frustration with Google for removing many reviews because of. View Article.
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
JANUARY 3, 2013
In a previous post on Sound Check, my colleague Dave Fish wrote about airlines offering frequent flyer miles to people that “liked” them on Facebook. I thought of that when reading this article in a recent issue of Automotive News. Basically, it talks about automotive dealers’ frustration with Google for removing many reviews because of.
InMoment XI
JANUARY 3, 2013
In a previous post on Sound Check, my colleague Dave Fish wrote about airlines offering frequent flyer miles to people that “liked” them on Facebook. I thought of that when reading this article in a recent issue of Automotive News. Basically, it talks about automotive dealers’ frustration with Google for removing many reviews because of.
InMoment XI
JANUARY 30, 2013
I was encouraged this week upon hearing that Ford, Daimler, and Nissan are getting together to bring hydrogen-powered fuel cells to market by 2017. Such an arrangement makes good economic sense and helps spread the risk of making the commercialization of this technology work. The cost is huge and the deep pockets of three leading. View Article.
InMoment XI
JANUARY 30, 2013
I was encouraged this week upon hearing that Ford, Daimler, and Nissan are getting together to bring hydrogen-powered fuel cells to market by 2017. Such an arrangement makes good economic sense and helps spread the risk of making the commercialization of this technology work. The cost is huge and the deep pockets of three leading.
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