InMoment XI
JULY 6, 2010
Companies can no longer buy customer loyalty and assume customers will stay. It is easy for customers to “click away” and buy from another vendor. Customer Experience Management is now a formal process that involves multiple processes and departments. It requires the mapping of customer touchpoints, and combines operational and CRM data with customer service and marketing information.
Customers Rock!
JULY 28, 2010
Today we have a guest blogger with us here on Customers Rock!, Nate Bagley. Nate is the Social Media Expert at Mindshare Technologies. Mindshare is a leader in the Voice of the Customer industry, helping companies foster consumer satisfaction, build customer loyalty, and support employee retention. Click here to learn more about Mindshare. Is Your “Lack of Remarkable&# Preventing Customer Loyalty?
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Service Untitled
JULY 7, 2010
Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Building customer relationships part of American Express improved services Cheryl July 07, 2010 Behind the Scenes , Customer Service , Employees , Hiring & Training , Specific Companies No Comments In a time when consumers have a heightened awareness of the entire credit card industry, where there is a drop in corporate spending an
Very Best Service
JULY 23, 2010
'One of the challenges when defining the attributes of a customer service strategy is to decide whether the approach should be the same for all customers or whether a degree of flexibility is possible. If companies chose to offer a tailored customer service to all, costs are becoming a major issue and the products and services become uncompetitive, unless the client is prepared to pay for it.
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Customer Interactions
JULY 27, 2010
'As Director of the Fairfax County, Virginia Department of Public Safety Communications, I have the distinct honor of heading up a new full-service, state-of-the art, next generation 9-1-1 public safety communications center that serves Fairfax County. Our center is co-located with 3 other agencies (the Virginia State Police Dispatch Center, the Fairfax County Office of Emergency Management and Emergency Operations Center and the Virginia Department of Transportation Traffic Management Center).
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
InMoment XI
JULY 6, 2010
Companies can no longer buy customer loyalty and assume customers will stay. It is easy for customers to “click away” and buy from another vendor. Customer Experience Management is now a formal process that involves multiple processes and departments. It requires the mapping of customer touchpoints, and combines operational and CRM data with customer service and marketing information.
InMoment XI
JULY 19, 2010
For any VOC initiative, it is just as critical to conduct employee surveys as it is to survey customers. Employee engagement drives customer engagement, and without understanding the hearts and minds of your employees, your VOC initiative will be incomplete.
InMoment XI
JULY 19, 2010
For any VOC initiative, it is just as critical to conduct employee surveys as it is to survey customers. Employee engagement drives customer engagement, and without understanding the hearts and minds of your employees, your VOC initiative will be incomplete.
InMoment XI
JULY 19, 2010
For any VOC initiative, it is just as critical to conduct employee surveys as it is to survey customers. Employee engagement drives customer engagement, and without understanding the hearts and minds of your employees, your VOC initiative will be incomplete.
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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.
Service Untitled
JULY 26, 2010
Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Hospitals need better customer service to help patients Cheryl July 26, 2010 Angry Customers , Customer Satisfaction , Customer Service , Customer Service Experience 1 Comment An appendicitis attack landed my friend Linda in the hospital a few months ago.
Service Untitled
JULY 30, 2010
Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Advantages of using customer loyalty programs Cheryl July 30, 2010 Customer Service , Proactive No Comments I was just at Petco to buy dog food, and the cashier asked me if I wanted to join their customer loyalty program.
InMoment XI
JULY 12, 2010
Transactional surveys are a great way to capture customer feedback immediately following a transaction or event. Companies can use them to gain a better understanding of a customer’s experience and perceptions of service quality.
InMoment XI
JULY 12, 2010
Transactional surveys are a great way to capture customer feedback immediately following a transaction or event. Companies can use them to gain a better understanding of a customer’s experience and perceptions of service quality.
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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
JULY 12, 2010
Transactional surveys are a great way to capture customer feedback immediately following a transaction or event. Companies can use them to gain a better understanding of a customer’s experience and perceptions of service quality.
InMoment XI
JULY 2, 2010
New Features available late July include clickable/drillable charts, and new filter capabilities on standard reports.
InMoment XI
JULY 2, 2010
New Features available late July include clickable/drillable charts, and new filter capabilities on standard reports.
InMoment XI
JULY 2, 2010
New Features available late July include clickable/drillable charts, and new filter capabilities on standard reports.
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!
Customer Interactions
JULY 25, 2010
'The North American Electric Reliability Corporation (NERC for short) is an organization whose mission is to ensure the reliability of the bulk power system in North America. Founded in 2006, NERC does this through a set of standards and through its strong enforcement program. NERC’s standards specify requirements for planning, operating and maintaining the bulk power system.
Customer Interactions
JULY 22, 2010
'“The deal is a lock. The customer loves us and we’re written into the RFP by name,” or so the sales guy told me. So you can imagine how surprised I was when several weeks later I received an anxious call from the same sale guy. “Our partners aren’t bidding. They say the deal will go to an electrical contractor. What are we going to do?
Customer Interactions
JULY 18, 2010
'Some questions are easy to ask but hard to answer, like how dangerous are our schools? In 2007 the CDC reported 5.9% of surveyed US students admitted to carrying a weapon (gun, knife, etc.) into school within the past 30 days. It also reported that 7.8% of students admitted to having been threatened or injured by a weapon in the past 12 months and that 12.4% had actually been physically involved in fight at least once.
Customer Interactions
JULY 12, 2010
'The Clery Act is the governing regulation that requires institutions of higher education to release campus crime statistics and security policies and give timely warnings of crimes that represent a safety threat to students and employees. The law was named after Jeanne Clery, a 19-year old student who tragically, was raped and murdered in her campus residence hall in 1986.
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.
Customer Interactions
JULY 7, 2010
'Security has evolved at an almost dizzying pace. Technology, scope, management, processes, are all in flux. Meanwhile, the stakes have never been higher. The cost of a breach can include the loss of assets, even loss of life. And then there are litigation and regulatory compliance penalties. What do you see as the underpinnings of the security business?
Customer Interactions
JULY 26, 2010
'The stars seem to be aligning for Next Gen 9-1-1 (NG9-1-1). NG9-1-1 standards are taking shape and, by all reports, some emergency communications centers will be ready to receive live Next Gen 9-1-1 type calls as early as this year. Still, the looming migration to Next Gen 9-1-1 will impact many areas – technology, funding, and operations to name a few – and there are still questions to be answered.
Service Untitled
JULY 15, 2010
Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Book Review: The Retail Doctor’s Guide to Growing Your Business Cheryl July 16, 2010 Book Reviews , Customer Satisfaction , Customer Service , Employees , Hiring & Training , Interviews No Comments I just finished reading The Retail Doctor’s Guide to Growing Your Business - A Step-By-Step Approach to Quickly Diagnose, Tr
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