InMoment XI
JULY 10, 2012
Just when you thought it was safe to venture online again, another research company has launched (re-launched) a marketing research blog. We’re not new to this. In fact, we’re way ahead of the pack. Maritz Research launched its first blog, CoreCustomerMetric back in 2006.
Customer Input
JULY 6, 2012
'An unforeseeable service outage could happen to any company, but it is not only technical crisis; it is also a customer relationship one. How prepared you are to inform customers through different channels will affect their perception of the company, and ultimately their loyalty.
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Service Untitled
JULY 31, 2012
Google, Facebook, and LinkedIn no longer maintain call centers claiming the costs are too high. Do these powerful organizations therefore view customer service as an operational cost rather than a marketing investment? In a study from CRM Guru, bad customer service accounts for 70 percent of customer attrition followed by poor quality at 30 percent, price at 25 percent, and functionality at 15 percent.
Very Best Service
JULY 6, 2012
'Giving a good impression is the ambition of many companies and it is fair to say that with the investment in technology, social media and training much progress is being achieved across the board. The basis for competition has shifted though and with no immediate prospect of a sustained improvement in the economic environment, customer service''s importance keeps growing.
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Sampson Lee
JULY 20, 2012
I just read a blog post by Bob Thompson titled “Starbucks is customer-centric, because it listened… to ME.” To summarize the post in a few sentences: Bob is a regular customer of a Starbucks store near his house. He had an unsatisfactory experience with that store. He then wrote to Starbucks to voice his dissatisfaction. […].
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
InMoment XI
JULY 10, 2012
Just when you thought it was safe to venture online again, another research company has launched (re-launched) a marketing research blog. We’re not new to this. In fact, we’re way ahead of the pack. Maritz Research launched its first blog, CoreCustomerMetric back in 2006.
Customer Input
JULY 6, 2012
An unforeseeable service outage could happen to any company, but it is not only technical crisis; it is also a customer relationship one. How prepared you are to inform customers through different channels will affect their perception of the company, and ultimately their loyalty.
Service Untitled
JULY 3, 2012
Wachovia turned into Wells Fargo in March 2011. The conversion had been going on since 2008, and Wells Fargo promised to become more environmentally friendly and use less paper and forms. They also promised to have more in-house personnel to assist customers and to become more efficient. There’s no denying that the Wells Fargo branch I use in Jupiter, Fla. has had the best and brightest customer assistance I have ever had the pleasure to meet in a long line of mediocre banking institutions
Very Best Service
JULY 31, 2012
'With the increasing emphasis on customer service , more and more companies claim that they offer a very good service, the very best service even. But is it wise to blow your own trumpet? Any service delivery hick-up could then lead to a severe back clash, with many customers using the high quality service expectations set by the company as an excuse for complaining, mocking the company and thereby damaging its reputation.
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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper
Customer Interactions
JULY 18, 2012
'The City of Bethlehem (PA) Communications Center isn’t your typical 9-1-1 center. In addition to handling emergency calls, telecommunicators at the center monitor the city’s surveillance camera network. Since its inception in 2009, the wireless surveillance network has been credited with solving crimes and improving response times. But there’s another twist to the story that few know.
Brad Cleveland Blog
JULY 1, 2012
Brad discusses steps you can take to ensure that your customers understand the access alternatives available to them. Brad discusses steps you can take to ensure that your customers understand the access alternatives available to them.
InMoment XI
JULY 10, 2012
Just when you thought it was safe to venture online again, another research company has launched (re-launched) a marketing research blog. We’re not new to this. In fact, we’re way ahead of the pack. Maritz Research launched its first blog, CoreCustomerMetric back in 2006.
InMoment XI
JULY 24, 2012
Learn how these leading companies are using new processes and technologies to generate more insights from existing data in the complimentary webinar “How to Fuel a Modern Customer Experience Program” on Tuesday, July 31, 2012, at 11 a.m. MT (1:00 p.m. ET). The webinar is sponsored by Allegiance and the American Marketing Association (AMA).
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.
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InMoment XI
JULY 24, 2012
Learn how these leading companies are using new processes and technologies to generate more insights from existing data in the complimentary webinar “How to Fuel a Modern Customer Experience Program” on Tuesday, July 31, 2012, at 11 a.m. MT (1:00 p.m. ET). The webinar is sponsored by Allegiance and the American Marketing Association (AMA).
InMoment XI
JULY 24, 2012
Learn how these leading companies are using new processes and technologies to generate more insights from existing data in the complimentary webinar “How to Fuel a Modern Customer Experience Program” on Tuesday, July 31, 2012, at 11 a.m. MT (1:00 p.m. ET). The webinar is sponsored by Allegiance and the American Marketing Association (AMA).
InMoment XI
JULY 17, 2012
If you ever have a chance to be in Japan, go to the Shibuya Station. Once there you will see the bronze statue of Hachiko, an Akita, that is the epitome of owner loyalty. If you know the story, the owner met the dog at the end of each day at the station and even. View Article.
InMoment XI
JULY 17, 2012
Recently, I took a family vacation back to my hometown in a little burg in Pennsylvania. This involved transporting my wife and my 2 and 4-year-old girls across country – literally planes, trains, and automobiles to get there. Needless to say we had many “service experiences” along our way. It’s always interesting to me how. 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
JULY 17, 2012
If you ever have a chance to be in Japan, go to the Shibuya Station. Once there you will see the bronze statue of Hachiko, an Akita, that is the epitome of owner loyalty. If you know the story, the owner met the dog at the end of each day at the station and even.
InMoment XI
JULY 17, 2012
Recently, I took a family vacation back to my hometown in a little burg in Pennsylvania. This involved transporting my wife and my 2 and 4-year-old girls across country – literally planes, trains, and automobiles to get there. Needless to say we had many “service experiences” along our way. It’s always interesting to me how.
InMoment XI
JULY 17, 2012
If you ever have a chance to be in Japan, go to the Shibuya Station. Once there you will see the bronze statue of Hachiko, an Akita, that is the epitome of owner loyalty. If you know the story, the owner met the dog at the end of each day at the station and even.
InMoment XI
JULY 17, 2012
Recently, I took a family vacation back to my hometown in a little burg in Pennsylvania. This involved transporting my wife and my 2 and 4-year-old girls across country – literally planes, trains, and automobiles to get there. Needless to say we had many “service experiences” along our way. It’s always interesting to me how.
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InMoment XI
JULY 16, 2012
The customer experience business discipline has no inherent connection to wow moments or cool technology. It’s about defining the right experiences for your company – given your customers’ needs and company’s strategy – and consistently delivering over time. As we encounter the standout stories, we should focus on why they actually make sense for the companies behind them and the customers in front of them.
InMoment XI
JULY 16, 2012
The customer experience business discipline has no inherent connection to wow moments or cool technology. It’s about defining the right experiences for your company – given your customers’ needs and company’s strategy – and consistently delivering over time. As we encounter the standout stories, we should focus on why they actually make sense for the companies behind them and the customers in front of them.
InMoment XI
JULY 16, 2012
The customer experience business discipline has no inherent connection to wow moments or cool technology. It’s about defining the right experiences for your company – given your customers’ needs and company’s strategy – and consistently delivering over time. As we encounter the standout stories, we should focus on why they actually make sense for the companies behind them and the customers in front of them.
InMoment XI
JULY 12, 2012
One of my favorite tea-leaf-reading websites, PSFK.com, has just published their latest “Future of Retail” study. If you’re not familiar with PSFK, they are a future trends monitoring company that serves the creative community as well as the business community. They unearth some very new and outrageous things, which is why account planners and others.
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JUST RELEASED! New research reveals 92% of business leaders would like to provide additional training to their customer service representatives. Soft skills training stands out as a priority area of investment and/or improvement. Check out The Northridge Group’s latest CX research report —the 7th annual CX survey of 1,000 customers and 250 business executives—to see additional statistics as well as insights that businesses can use to benchmark their customer service and improve the overall exper
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