InMoment XI
OCTOBER 10, 2011
Best practice companies are not only listening to voice of the customer, but they are using that feedback to increase customer retention and loyalty, solve customer challenges and develop new products and services. They are also using new technologies to streamline surveys and feedback management programs to gain a better understanding of why customers do business with them.
Customers Rock!
OCTOBER 18, 2011
Today’s post is written by a guest blogger, Harry Rollason. Harry is with Useful Social Media , and I will be presenting at their New York Conference on Social Media and Customer Service next week. Plus, Harry interviewed me about my book, The Hidden Power of Your Customers: Four Keys to Growing Your Business Through Existing Customers. Here is some food for thought from Harry.
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Service Untitled
OCTOBER 19, 2011
Mark Reuss, President of General Motors North American operations has a three-fold plan to increase Chevrolet sales in California. As is the progressive California mindset, Chevrolet production will have to develop smaller and more fuel-efficient models to compete with the imports, make Chevrolet dealerships more physically attractive, and amp up customer service.
Very Best Service
OCTOBER 10, 2011
'In order to find a supplier , retain it and obtain a good performance, wouldn''t it be appropriate to offer them your best customer service ? In most instances the underlying principle is that the customer is always right but this can cost your company dear. If your supplier fails to deliver the right products or services, your supply chain is broken and your own customers will pay the consequences, thereby affecting your reputation.
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The 5 Essentials of a CX-First Platform Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints?
Customer Interactions
OCTOBER 17, 2011
'Are you ready? Even as some electric utilities rack up penalties for not complying with current NERC CIP standards, FERC is considering proposed changes to CIP requirements (NERC CIP-002 version 4) which could dramatically increase security demands placed on U.S. electric utilities. If approved by FERC, NERC CIP-002 version 4 would apply new bright-line criteria to determine what constitutes Critical Assets that need to be protected, in order to ensure the reliability of the bulk power system.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
InMoment XI
OCTOBER 10, 2011
Best practice companies are not only listening to voice of the customer, but they are using that feedback to increase customer retention and loyalty, solve customer challenges and develop new products and services. They are also using new technologies to streamline surveys and feedback management programs to gain a better understanding of why customers do business with them.
Customers Rock!
OCTOBER 28, 2011
Once again I am participating in the Bathroom Blogfest. As I have mentioned before, if you have a physical presence, whether you are B2C or B2B, your bathroom is an important part of the customer experience. What does it say about your brand? I have been on the road A LOT these past few months since my book launched, so I have had the opportunity to stay in many different hotels across the country (and at a variety of hotel brands).
Service Untitled
OCTOBER 25, 2011
The real estate company I work with in South Florida has one of the most progressive software programs relevant to the ever-changing scope of real estate prices, inventory, and customer service. For instance, a home buyer can call me and tell me they are interested in purchasing a home sometime in the future, and in preparation for the purchase they have requested information about homes for sale in a particular community or homes that have recently sold.
Very Best Service
OCTOBER 8, 2011
'Should your c-suite include a Chief Service Officer ? The ongoing financial crisis has put additional pressure on companies which have to work hard to attract new customers. But are you doing enough to retain your existing ones? Isn''t it time for your customer service officer to have a sit at the top table and claim a fair share of the company resources?
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? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom
Customer Interactions
OCTOBER 31, 2011
'I’m very excited to share the news that NICE has been recognized as an honorable mention winner in the Security Technology Executive (STE) Magazine Innovation Awards for its work on the Louis Armstrong New Orleans International Airport PSIM implementation. NICE was recognized, along with Armstrong International Airport and system integrator Johnson Controls, for their innovative implementation of NICE Situator, NICE’s open situation management solution.
Brad Cleveland Blog
OCTOBER 1, 2011
The Measures Every Contact Center Should Have By Brad Cleveland These key categories of measures and objective are as important for Facebook and Twitter interactions as they are for traditional contact channels. Establishing the right measures and objectives is one of the most important responsibilities in leading and managing a call center successfully.
InMoment XI
OCTOBER 10, 2011
Best practice companies are not only listening to voice of the customer, but they are using that feedback to increase customer retention and loyalty, solve customer challenges and develop new products and services. They are also using new technologies to streamline surveys and feedback management programs to gain a better understanding of why customers do business with them.
Customers Rock!
OCTOBER 24, 2011
What is the difference between an influencer and an advocate for a brand? A lot of people recommend that a brand practice “influencer outreach”; others suggest a brand advocacy program is paramount for an organization. In his recent book, Smart Business, Social Business , Michael Brito discusses these two important points. Michael and I shared the stage recently at the Lithium Technologies “Likes to Loves” event in Orange County, CA, and I had the opportunity to interview
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Service Untitled
OCTOBER 11, 2011
Zappos is a company we’ve talked about a lot on Service Untitled (including an interview with the founder and CEO Tony Hsieh ), so earlier this week when I was in Las Vegas for the first time, I made sure I got a tour of the Zappos.com Headquarters in nearby Henderson, Nevada. The tour was really interesting. Unsurprisingly, the Zappos offices don’t resemble a typical office or call center.
Very Best Service
OCTOBER 6, 2011
'Customer engagement strategy What customer engagement strategy ? - The rapid development of computer software technology has meant that a huge number of customer management tools have been launched in the market place. The use of Social Media in particular has increased exponentially giving the opportunity for many employees to build more human and personal relationships with customers.
Customer Interactions
OCTOBER 26, 2011
'Since closed circuit television monitoring (CCTV) was introduced in the early 1960’s, the video surveillance market and its supporting technology have been continually evolving. Over the past two decades, hundreds of millions of CCTV cameras and video management systems (VMS) have been deployed worldwide; serving a wide range of markets from small retail outlets to citywide public safety solutions.
Service Untitled
OCTOBER 5, 2011
In Manchester, Connecticut Big Y Foods, a chain of 61 supermarkets is phasing out the do-it-yourself grocery shopping check out aisles. What was supposed to revolutionize and speed up a trip to the grocery store seems to falling by the wayside in a trade for the human cashiers. In fact, market studies have shown shoppers do prefer the personal contact.
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
OCTOBER 17, 2011
How many of us really take the time to sit down and Google all of the information we need to make a formal complaint when a business treats us poorly? At the time and day this poor service happens we are angry, and we vow the moment we get home we will get a letter out to the CEO of the company and reiterate the miserable events of either our last purchase or service.
Service Untitled
OCTOBER 7, 2011
Bank of America is reaping in some heavy criticism since the announcement of their $5.00 a month debit card fee. Whether you use your debit card once a month or thirty times a month, the bank wants to charge you. Following suit, but without as much public fanfare are Citi Bank, Wells Fargo, and Chase. If those institutions aren’t charging you to use a debit card, read the notices in the mail which explain new checking account fees unless you maintain a certain balance and how you need to h
Service Untitled
OCTOBER 28, 2011
Market Tools, a software and service provider for management and research conducted a survey of 331 companies with an annual revenue of more than $10 million annually. Of those organizations, 23 percent rely on social networks to support their customer service and to provide feedback. Topping the list with 48 percent was Facebook, 17 percent used Twitter, and another 17 percent relied on company blogs.
Service Untitled
OCTOBER 27, 2011
Market Tools, a software and service provider for management and research conducted a survey of 331 companies with an annual revenue of more than $10 million annually. Of those organizations, 23 percent rely on social networks to support their customer service and to provide feedback. Topping the list with 48 percent was Facebook, 17 percent used Twitter, and another 17 percent relied on company blogs.
Speaker: Keith Kmett, Principal CX Advisor at Medallia
Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the
Customer Interactions
OCTOBER 10, 2011
'The IACP (International Association of Chiefs of Police) will be holding its 118th Annual Conference and Exposition later this month. Thousands of public safety executives will converge in Chicago for the event, where they’ll have an opportunity to peruse the latest technologies for revolutionizing law enforcement, including NICE Situator and NICE Inform.
Customer Interactions
OCTOBER 5, 2011
'The conference organizers for TechSec 2012 have just announced their preliminary educational program. For 2012, the conference will focus on hot topics like mobile apps, video analytics, identity management, cloud services and PSIM. NICE’s Dr. Bob Banerjee will be moderating a session on “PSIM, PSIM-light, VMS: Solving problems outside of the acronym box.
Customer Interactions
OCTOBER 2, 2011
'Recently, NICE''s own Dr. Bob Banerjee sat down for a second podcast interview with Scott Goldfine, Editor-in-Chief of Security Sales & Integration, to shed light on the topic of Video Analytics. In this podcast. Banerjee discusses the pros and cons of different solutions, applications for video analytics, and more. Click here to listen to the podcast.
Customer Interactions
OCTOBER 12, 2011
'While IP camera technology has certainly leapt forward in terms of capabilities, we’re still a long way off from the analog to IP mass migration predicted by some industry pundits five or six years ago. In this blog published in SMT Online, Jamie Wilson, EMEA Security marketing manager for NICE Systems, discusses why some organizations are reluctant to throw out the proverbial’ baby with the bath water,’ and what they’re doing to extend the value of their existing analog
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