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.
GetFeedback
OCTOBER 9, 2010
Prove the ROI of customer experience with our step-by-step process.
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Customers Rock!
AUGUST 28, 2010
Here is a blast from the past, a classic Customers Rock! post on taking care of your current customers. Thanks to @Foundora for bringing it back to my attention. Enjoy! Many companies spend a lot of time and money on attracting new customers to their product or service. Much of the marketing budget is spent on mass approaches such as advertising and direct mail.
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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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.
CX Advantage Walker
APRIL 8, 2010
"Market orientation refers to the organizationwide generation of market intelligence pertaining to current and future needs of customers, dissemination of intelligence within the organization, and responsiveness to it." Kohli, Jaworski & Kumar 1993, p. 468 My last post defined the concept of market orientation and how important it is to our understanding of customer centricity.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
QuestionPro Audience
NOVEMBER 3, 2010
It appears that Survey Analytics is listening intently to its customers and with good reasons. The software firm, which currently offers an array of research tools for conducting market research, including survey design and hosting, reporting, advance analytics and panel management, recently announced the launch of its latest product – MicroPanel. MicroPanel is designed to facilitate both QuestionPro and Survey Analytics customers access to online respondents for survey participation, using one
Customer Interactions
OCTOBER 10, 2010
'NICE Systems (booth #3836), and partners AXIS (#3103), Esri (#441), Infinova (#1447), and Quantum Secure (#1349), are teaming up to bring you an ASIS scavenger hunt. Join the hunt on October 12th for a chance to win some great prizes. Simply visit each booth on 10/12 starting at 9am, pick up the designated items, and bring them to NICE’s booth by 2pm.
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 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.
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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
SEPTEMBER 27, 2010
You have a well-designed, comprehensive feedback program in place, with several gigabytes of data on employee and customer satisfaction, loyalty and engagement. Now is the time to maximize the actionability of your VOC (Voice of the Customer) and VOE (Voice of the Employee) initiatives and optimize the ROI realized from your feedback program.
InMoment XI
SEPTEMBER 27, 2010
You have a well-designed, comprehensive feedback program in place, with several gigabytes of data on employee and customer satisfaction, loyalty and engagement. Now is the time to maximize the actionability of your VOC (Voice of the Customer) and VOE (Voice of the Employee) initiatives and optimize the ROI realized from your feedback program.
InMoment XI
SEPTEMBER 27, 2010
You have a well-designed, comprehensive feedback program in place, with several gigabytes of data on employee and customer satisfaction, loyalty and engagement. Now is the time to maximize the actionability of your VOC (Voice of the Customer) and VOE (Voice of the Employee) initiatives and optimize the ROI realized from your feedback program.
InMoment XI
AUGUST 31, 2010
Too many businesses focus solely on the minds of customers and forget the importance of connecting emotionally – to customers’ hearts. What drives their passion, loyalty and engagement? Customers make decisions about staying or leaving a business relationship based upon a multitude of factors – and attitude and emotion play major roles. By collecting feedback in real time, and at all possible customer interaction points, a company can learn firsthand what customers think when interactions happen
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
AUGUST 31, 2010
Too many businesses focus solely on the minds of customers and forget the importance of connecting emotionally – to customers’ hearts. What drives their passion, loyalty and engagement? Customers make decisions about staying or leaving a business relationship based upon a multitude of factors – and attitude and emotion play major roles. By collecting feedback in real time, and at all possible customer interaction points, a company can learn firsthand what customers think when interactions happen
InMoment XI
AUGUST 31, 2010
Too many businesses focus solely on the minds of customers and forget the importance of connecting emotionally – to customers’ hearts. What drives their passion, loyalty and engagement? Customers make decisions about staying or leaving a business relationship based upon a multitude of factors – and attitude and emotion play major roles. By collecting feedback in real time, and at all possible customer interaction points, a company can learn firsthand what customers think when interactions happen
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.
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
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.
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.
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
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
NOVEMBER 1, 2010
The core objective of your feedback program is not to drive improved survey metrics. The ultimate objective is increased business performance and improved results. Dutifully reporting to a senior executive or business unit owner that “customer engagement scores have increased for the past eight quarters” is nice. Telling that same audience that “in this same time period, quarterly sales increases of 8%, on average, and a steady decline in customer attrition of 24% have been associated with incre
InMoment XI
NOVEMBER 1, 2010
The core objective of your feedback program is not to drive improved survey metrics. The ultimate objective is increased business performance and improved results. Dutifully reporting to a senior executive or business unit owner that “customer engagement scores have increased for the past eight quarters” is nice. Telling that same audience that “in this same time period, quarterly sales increases of 8%, on average, and a steady decline in customer attrition of 24% have been associated with incre
InMoment XI
NOVEMBER 1, 2010
The core objective of your feedback program is not to drive improved survey metrics. The ultimate objective is increased business performance and improved results. Dutifully reporting to a senior executive or business unit owner that “customer engagement scores have increased for the past eight quarters” is nice. Telling that same audience that “in this same time period, quarterly sales increases of 8%, on average, and a steady decline in customer attrition of 24% have been associated with incre
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