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

Metrics 200

Metrics Customer Engagement Feedback Sales 200

Service Untitled

NOVEMBER 17, 2010

Businesses work social media to help make them successful, but it is wise not to just rush in and set up Facebook and Twitter accounts without having a viable plan. While good reviews about a company’s product or services may build brand loyalty, a problem with a product or service can quickly escalate and get out of control. Social media is vulnerable to circumstances, content, and interpretation.

Social Media 48

Social Media Customer Service Customer Service Representative Loyalty 48

Very Best Service

NOVEMBER 23, 2010

'Social media, and Twitter in particular, is being used more and more as a customer service channel. It is attractive for customers as it brings immediacy of contact and from the companies'' perspective, if handled carefully, it is a fantastic marketing opportunity: the social networks can provide spectacular word of mouth responses, help considerably with brand awareness and can be a very strong source of recommendations.

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Social Media Customer Service Customers Interaction 40

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

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Customers

Customer Interactions

NOVEMBER 28, 2010

'Articulating the Value of Security.It’s an uphill battle to convince the decision-makers in any business that they need to invest in security. Why? Because deep down, all professional business people think security is an annoying layer of cost and inconvenience. If you walk in and tell them, “We need more security,” they hear, “We need a more annoying layer of cost and inconvenience.

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Banking Financial Document Blog 29

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

Metrics 200

Metrics Customer Engagement Feedback Sales 200

InMoment XI

NOVEMBER 16, 2010

In Tamilnadu, South India, the chef is complimented following a well-cooked meal with the phrase “Kai Manam,” meaning the knowledge, care and soul the cook’s hands imparted to the meal. This is also true for Voice of the Customer champions who try to convey a similar sense to their customers through surveys, analysis and the action thereafter. By acquiring knowledge to understand the needs of the customer and communicating care, VOC experts strive to deliver improved products and services and cr

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Service Untitled

NOVEMBER 4, 2010

Every day we see customer service in action. On most days, we just accept it for what it is worth, but on occasion it’s either exceptionally great or exceptionally poor. Those are the customer experiences we seem to remember the best. Some companies have consistently provided exemplary customer service, and obviously it’s hard to replicate because those experiences and attitudes are what makes these organizations stand out from the crowd.

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Customer Service Customer Service Representative Presentation Customer Satisfaction 51

Service Untitled

NOVEMBER 22, 2010

California PPOs received low ratings for various quality measures – especially customer service according to a new report released by the state’s Department of Insurance. The six largest PPOs who provide coverage for 2.2 million of California’s 2.6 million PPO members were rated on a four-star scale judging various measures. For customer service, all of the companies received a “1″ except for Aetna which received a “2.&# The other companies measured were Cigna

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Insurance Customer Service Hospitality Social Media 46

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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

Retail

Service Untitled

NOVEMBER 12, 2010

There’s nothing more stimulating to get me to pull out my credit card and make a purchase than a particular customer service person who just has that “WOW’ affect. It’s written about in customer service handbooks; we recognize organizations who deliver these types of experiences, and we list the essentials of a great customer service person.

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Customer Service E Commerce Customers Consumers 49

Service Untitled

NOVEMBER 3, 2010

According to Strativity Group Customer Experience Management, which provides customer experience services, a recent Sydney, Australia study found 48 percent of executives increasing their investments in customer experience over the past three years by at least ten percent. This acknowledges the benefits of building positive and meaningful experiences around the customer; in other words developing the customer-centric approach.

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Customer Experience Customer Satisfaction Customer Relationship Management Customer Centricity 44

Service Untitled

NOVEMBER 2, 2010

In the 1950′s, Noel Coward coined the phrase, “The show must go on,&# referencing an actor’s moral and professional responsibility to give it the actor’s “all.&# It’s no different in business. Professionals must show they are eager to serve where customer perception is king. From the moment a customer walks into a store, the stage is set with either an interested, warm welcome or a vacant stare.

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Engagement Customer Engagement Apparel Customers 41

Service Untitled

NOVEMBER 30, 2010

The National Retail Foundation along with American Express listed the top ten retailers for best customer service selected by shoppers in their sixth annual Customers’ Choice Survey. Conducted by BIGresearch, a consumer intelligence firm that gauges what customers say influences their purchases, polled 9,291 shoppers and asked which retailers provided the best customer service.

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Retail Customer Service Document Customers 42

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 Insights

Service Untitled

NOVEMBER 24, 2010

On Monday, Consumer Reports published its first Naughty and Nice Holiday List. The input came from reporters and editors and covered shopping, travel, hospitality, and telecommunications, and identifies some good and some frowned upon shopping policies of 20 popular organizations. Their reports are not reflective of a company as a whole and were not based on specific policies. “Our goal isn’t to laud one company or put down another, but to call out specific policies that we think put

Consumers 42

Consumers Wireless Telecommunications Hospitality 42

Service Untitled

NOVEMBER 9, 2010

Do you think lawyers conduct surveys about customer satisfaction ? Actually, most attorneys I have spoken with in the last few days maintain that client relationships don’t fall under the topic of customer service. They told me if their client has a problem with them, the client will tell them. Now we all know that’s not true; customers and clients are more likely to move on to another attorney because there’s always someone else trying to pull their client into another office.

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Customer Service Travel Loyalty Reference 42

Service Untitled

NOVEMBER 5, 2010

There are two main reasons an organization is likely to lose customers; the competition has a better offer or the customer is unhappy. Even the smallest interruption on a day a customer is stressed, in a bad mood, or just in a hurry could mean the difference whether he returns as a client at a later time. Today’s economy and sharp competition therefore demands excellence and consistency.

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Customer Retention Social Media Customer Confidence Customer Satisfaction 53

Service Untitled

NOVEMBER 19, 2010

It used to be my father and brothers enjoyed Thanksgiving Day for the good food and football, while my mother and I cleaned up and prepared for the biggest shopping event of the year. We would get up at 5:00 AM, and we were ready to join in the wild bewilderment of Black Friday. Now that I’m all grown up and technology has enriched my life with e-commerce, not only do I get to sleep past 5:00 AM and not have to wake up the dog to take him for a walk, I just gather my shopping list and turn

E Commerce 44

E Commerce Social Media Customer Satisfaction Events 44

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

Contact Center

Service Untitled

NOVEMBER 18, 2010

How effective are product reviews? More than 80% of retailers according to Customer Product Reviews: The New Generation, prominently feature product reviews on e-Commerce or e-Business websites. The best reviews come from people who have similar interests and similar lifestyles; not necessarily just from family or friends. It aids in business performance, feedback, and customer loyalty.

E Commerce 44

E Commerce Retail Customer Confidence Customer Satisfaction 44

Service Untitled

NOVEMBER 23, 2010

The issues of full-body scans and increasingly more aggressive pat downs have created a social media blitz these last few days. Television news media reports that the majority of air travelers don’t object to the tighter security, but the Internet has opened up a Pandora’s Box, and it is highly unlikely the Transportation Security Administration is going to be able to stuff all the evils back until some real hope shows a policy change.

Customer Satisfaction 43

Customer Satisfaction Airlines Social Media Transportation 43

Service Untitled

NOVEMBER 16, 2010

In September, The New Yorker writer James Surowiecki posted “Are You Being Served?&# and brought up some interesting points about customer service and the lack thereof. He reiterated the Steven Slater 15 minutes of fame as the airline attendant slid away down the emergency chute after telling off a rude passenger. Slater became a sort of folk hero of customer service contempt by more than 200,000 people on his Facebook’s fan page.

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Customer Service Poor Customer Service Airlines Customer Service Representative 43

Service Untitled

NOVEMBER 15, 2010

Rarely will our customers confide in us. Instead they just move on to our competition. Of course, that will never do, so periodically we need to assess ourselves, our service, our staff, and our product. So what’s the best way to find out how our customers really feel about us? Let’s start out by being specific and using a survey. We want to stay away from general questions.

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Customer Satisfaction Customer Confidence Customers Feedback 43

Advertiser: ZoomInfo

One of the biggest challenges for any B2B marketer is understanding your prospects’ next move — who is most likely to buy and when. Without these insights, marketing campaigns can feel more like guesswork, with high investment and little return. We’re here to tell you there’s a better way. By tracking buyers’ digital footprints and online activity, such as website visits, product reviews, and spikes in content consumption, you can engage prospects with a message that really resonates.

Marketing

Service Untitled

NOVEMBER 10, 2010

Few companies have not been affected by the economy, and in turn are looking for the most cost efficient ways to manage different sectors of their businesses including customer support services. In turn, many organizations are outsourcing to the growing South Asia, Pakistan, Philippines and India markets for several reasons: - Adaptability – Christmas season is now upon us, and outsourcing can offer flexibility.

Call Center 43

Call Center Social Media Insurance Customers 43

Service Untitled

NOVEMBER 29, 2010

According to the 2010 US Primary Mortgage Origination Satisfaction Survey by J.D. Power and Associates, Bank of America tanked in their customer satisfaction. The study was fielded in July and August and used 3,401 consumers applying for new mortgages, and on a satisfaction scale of 1000, Bank of America scored 676; best scored Quicken Loans was 150 points more.

Banking 42

Banking Customer Satisfaction 2004 2009 42

Service Untitled

NOVEMBER 8, 2010

Assuming there are no waiting lines, would you opt to use a self-service kiosk at the airport to check-in or would you prefer to interact with an airline agent? It could be our own obsession with electronics and “click click&# we are so used to doing, or it could be our conscious or even unconscious desire to avoid business relationships. Many of us prefer to use the ATM machine instead of a bank teller because some simple banking tasks are quicker and less hassle than dealing with humans.

Customer Service 42

Customer Service Hospitality Banking Poor Customer Service 42

InMoment XI

NOVEMBER 29, 2010

Email has become the major method for delivering survey invitations. With so many types of legitimate and junk email hitting inboxes every day, people have become more selective in opening and responding to email invitations. However, there are a few actions you can take as you create your survey invitations that will help you increase your response rates, legitimize your survey and ensure that you are CAN-SPAM compliant.

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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

Customer Service Representative