InMoment XI

MAY 22, 2010

The overall theme this year was “turn status quo into status go” and included presentations geared towards helping customers analyze their data, create actionable and deliverable insights, then implementing programs and processes to ultimately increase profitability.

2010 200

2010 Engagement Presentation Insights 200

InMoment XI

MAY 22, 2010

The overall theme this year was “turn status quo into status go” and included presentations geared towards helping customers analyze their data, create actionable and deliverable insights, then implementing programs and processes to ultimately increase profitability.

2010 200

2010 Engagement Presentation Insights 200

InMoment XI

MAY 22, 2010

The overall theme this year was “turn status quo into status go” and included presentations geared towards helping customers analyze their data, create actionable and deliverable insights, then implementing programs and processes to ultimately increase profitability.

2010 200

2010 Engagement Presentation Insights 200

InMoment XI

MAY 2, 2016

Automotive Dealership Loyalty Study Background Follow-up study of 2009 and 2010 model year vehicle purchasers who returned MaritzCX’s New Vehicle Customer Study: Two Data Sets All Respondents (n=12,875) Weighted to 2009 and 2010 vehicle sales by model Used for Sales to Service Loyalty analyses and service usage analyses Vehicle Replacers (n=5228) 5431 (..)

Automotive 266

Automotive Loyalty 2016 2009 266

Customers Rock!

JANUARY 18, 2010

2010 may just be the year that companies start to focus on their customers and serving them well. Now, I am cautiously optimistic about this focus on customer service, but let me tell you why I feel this way. Brands are using a focus on customers as a competitive differentiator in their advertisements. This may be it.

2010 64

2010 Customer Service Social Media Customer Service Representative 64

InMoment XI

MAY 2, 2016

Automotive Dealership Loyalty Study Background Purpose of the Study: To determine the relationship between dealership satisfaction, dealership customer loyalty and dealership revenues. This was a follow-up study of 2009 and 2010 model year vehicle purchasers who returned MaritzCX’s New Vehicle Customer Study.

Automotive 266

Automotive Loyalty 2016 2009 266

Customers That Stick

DECEMBER 3, 2019

It is an amazing time to be a customer experience expert and a fascinating time to look back at the immense changes to both the idea and practice of customer experience that the last decade has brought. And by the way, make sure to check out our blog next week because we’re going to look at three. Read the rest here. »

Customer Experience 103

Customer Experience 2010 Retail Books 103

Conversocial

JUNE 18, 2021

Since the mid 1990s the total number of brick and mortar branches in the UK has fallen by 28% and it’s a similar story in the US, with 12,000 closing between 2010 - 2019. Among the biggest complaints are long waits for customer support, unsatisfactory resolution and poor or inconsistent notifications.

2010 98

2010 Financial Banking Customer Engagement 98

Customers Rock!

OCTOBER 26, 2010

This is the 5th year of the Blogfest (4th year participating for me – now with 34 other bloggers in 2010), and we use this opportunity to focus on the customer experience in one of the “forgotten&# spaces, bathrooms! Now, here on Customers Rock!, I like to focus on the positives. This Bathroom is Really Stuck!

2010 59

2010 Hotels Definition Blog 59

Beyond Philosophy

MARCH 11, 2023

I have been watching the American Customer Satisfaction Index for over 20 years. After nearly two decades of investment in customer experience, only 20 percent of organizations have managed to improve their customer satisfaction scores—leaving the vast majority, 80 %, having failed to do so. Check it out here.

2010 17

2010 Customer Satisfaction Customer Expectations Connections 17

Team Support

JANUARY 9, 2024

There are more ways than ever for customers to get in touch with tech support. Ever wonder what customer service looked like 50 or 60 years ago? Here’s a look back at how customer support technologies evolved over the last century, and a peak at where they’re going next. One of the early pioneers in CRM software was ACT!

Technology 59

Technology Call Center Social Media 2007 59

customer sure

NOVEMBER 27, 2023

We’re delighted to announce that CustomerSure has been named as a finalist in the Trusted Quality Provider category at the Institute of Customer Service ‘UK Customer Satisfaction Awards’ for 2024. CustomerSure was a clear winner for us to partner with for a number of reasons.

Customer Satisfaction 62

Customer Satisfaction 2024 Healthcare 2010 62

InMoment XI

MAY 2, 2016

Automotive Dealership Loyalty Study Background Purpose of the Study: To determine the relationship between dealership satisfaction, dealership customer loyalty and dealership revenues. This was a follow-up study of 2009 and 2010 model year vehicle purchasers who returned MaritzCX’s New Vehicle Customer Study.

Automotive 200

Automotive Loyalty 2016 2009 200

InMoment XI

MARCH 29, 2013

I recently stumbled upon a 2010 Consumer Reports study where Americans rated poor customer experiences like hidden fees and incomprehensible bills as more annoying than dog poop. By my count, eleven of the top twenty annoyances are customer experiences (and a few others are arguable). But it turns out to be true.

2010 200

2010 Customer Experience Consumers Customers 200

InMoment XI

MARCH 29, 2013

I recently stumbled upon a 2010 Consumer Reports study where Americans rated poor customer experiences like hidden fees and incomprehensible bills as more annoying than dog poop. By my count, eleven of the top twenty annoyances are customer experiences (and a few others are arguable). But it turns out to be true.

2010 200

2010 Customer Experience Consumers Customers 200

InMoment XI

MARCH 29, 2013

I recently stumbled upon a 2010 Consumer Reports study where Americans rated poor customer experiences like hidden fees and incomprehensible bills as more annoying than dog poop. By my count, eleven of the top twenty annoyances are customer experiences (and a few others are arguable). But it turns out to be true.

2010 200

2010 Customer Experience Consumers Customers 200

CloudCherry

SEPTEMBER 1, 2019

Customer service should be simple right? In his discussion with CloudCherry’s James Gilbert, Matt shares insights from his co-authored book, “The Effortless Experience,” a title that pretty simply sums up what customers want. The biggest takeaway from the book? Hint: It all comes back to K.I.S.S.ing.).

2013 244

2013 2011 2012 2010 244

InMoment XI

JANUARY 19, 2016

What Do Your Customers Want? In this series, I’ll be talking about the 5 steps to building a differentiating customer experience strategy. The Customer Experience Strategy is a part of the Competency pillar within the Three Cs Framework I introduced in 2010 –Competency, Credibility and Culture.

2010 200

2010 Culture Article Customer Experience 200

InMoment XI

JANUARY 19, 2016

What Do Your Customers Want? In this series, I’ll be talking about the 5 steps to building a differentiating customer experience strategy. The Customer Experience Strategy is a part of the Competency pillar within the Three Cs Framework I introduced in 2010 –Competency, Credibility and Culture.

2010 200

2010 Culture Article Customer Experience 200

InMoment XI

JANUARY 19, 2016

What Do Your Customers Want? In this series, I’ll be talking about the 5 steps to building a differentiating customer experience strategy. The Customer Experience Strategy is a part of the Competency pillar within the Three Cs Framework I introduced in 2010 –Competency, Credibility and Culture.

2010 200

2010 Culture Article Customer Experience 200

InMoment XI

JANUARY 19, 2016

What Do Your Customers Want? In this series, I’ll be talking about the 5 steps to building a differentiating customer experience strategy. The Customer Experience Strategy is a part of the Competency pillar within the Three Cs Framework I introduced in 2010 –Competency, Credibility and Culture.

2010 200

2010 Culture Article Customer Experience 200

InMoment XI

JANUARY 26, 2016

In this series, I’ll be talking about the 5 steps to building a differentiating customer experience strategy. The Customer Experience Strategy is a part of the Competency pillar within the Three Cs Framework I introduced in 2010 – Competency, Credibility and Culture. The 5 steps to building a customer experience strategy.

2010 200

2010 Culture Article Customer Experience 200

InMoment XI

JANUARY 26, 2016

In this series, I’ll be talking about the 5 steps to building a differentiating customer experience strategy. The Customer Experience Strategy is a part of the Competency pillar within the Three Cs Framework I introduced in 2010 – Competency, Credibility and Culture. The 5 steps to building a customer experience strategy.

2010 200

2010 Culture Article Customer Experience 200

InMoment XI

JANUARY 26, 2016

In this series, I’ll be talking about the 5 steps to building a differentiating customer experience strategy. The Customer Experience Strategy is a part of the Competency pillar within the Three Cs Framework I introduced in 2010 – Competency, Credibility and Culture. The 5 steps to building a customer experience strategy.

2010 200

2010 Culture Article Customer Experience 200

InMoment XI

JANUARY 26, 2016

In this series, I’ll be talking about the 5 steps to building a differentiating customer experience strategy. The Customer Experience Strategy is a part of the Competency pillar within the Three Cs Framework I introduced in 2010 – Competency, Credibility and Culture. The 5 steps to building a customer experience strategy.

2010 200

2010 Culture Article Customer Experience 200

InMoment XI

JANUARY 5, 2016

In this series, I’ll be talking about the 5 steps to building a differentiating customer experience strategy. The Customer Experience Strategy is a part of the Competency pillar within the Three Cs Framework I introduced in 2010 – Competency, Credibility and Culture. The 5 steps to building a customer experience strategy.

2010 200

2010 Culture Article Customer Experience 200

InMoment XI

JANUARY 5, 2016

In this series, I’ll be talking about the 5 steps to building a differentiating customer experience strategy. The Customer Experience Strategy is a part of the Competency pillar within the Three Cs Framework I introduced in 2010 – Competency, Credibility and Culture. The 5 steps to building a customer experience strategy.

2010 200

2010 Culture Article Customer Experience 200

InMoment XI

JANUARY 5, 2016

In this series, I’ll be talking about the 5 steps to building a differentiating customer experience strategy. The Customer Experience Strategy is a part of the Competency pillar within the Three Cs Framework I introduced in 2010 – Competency, Credibility and Culture. The 5 steps to building a customer experience strategy.

2010 200

2010 Culture Article Customer Experience 200

InMoment XI

JANUARY 5, 2016

In this series, I’ll be talking about the 5 steps to building a differentiating customer experience strategy. The Customer Experience Strategy is a part of the Competency pillar within the Three Cs Framework I introduced in 2010 – Competency, Credibility and Culture. The 5 steps to building a customer experience strategy.

2010 200

2010 Culture Article Customer Experience 200

InMoment XI

JANUARY 12, 2016

In this series, I’ll be talking about the 5 steps to building a differentiating customer experience strategy. The Customer Experience Strategy is a part of the Competency pillar within the Three Cs Framework I introduced in 2010 –Competency, Credibility and Culture. I mean really, who are you? The 5 steps. View Article

2010 200

2010 Culture Article Customer Experience 200

InMoment XI

JANUARY 12, 2016

In this series, I’ll be talking about the 5 steps to building a differentiating customer experience strategy. The Customer Experience Strategy is a part of the Competency pillar within the Three Cs Framework I introduced in 2010 –Competency, Credibility and Culture. I mean really, who are you? The 5 steps. View Article

2010 200

2010 Culture Article Customer Experience 200

InMoment XI

JANUARY 12, 2016

In this series, I’ll be talking about the 5 steps to building a differentiating customer experience strategy. The Customer Experience Strategy is a part of the Competency pillar within the Three Cs Framework I introduced in 2010 –Competency, Credibility and Culture. I mean really, who are you? The 5 steps. View Article

2010 200

2010 Culture Article Customer Experience 200

InMoment XI

JANUARY 12, 2016

In this series, I’ll be talking about the 5 steps to building a differentiating customer experience strategy. The Customer Experience Strategy is a part of the Competency pillar within the Three Cs Framework I introduced in 2010 –Competency, Credibility and Culture. I mean really, who are you? The 5 steps. View Article

2010 200

2010 Culture Article Customer Experience 200

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Service Untitled

MARCH 3, 2010

Service Untitled The blog about customer service and the customer service experience. Some were more “traditional&# and featured people talking about customer service while some of the others were more upbeat and engaging. You can see Pet Relocation’s video, and more information about the 2010 Fanati Award here.

2010 41

2010 Blog 2006 Consulting 41

Advantage Communications

JULY 14, 2022

Ever-evolving technology is bringing huge change for businesses, especially when it comes to customer service. Today’s technology is introducing new ways to drive up customer satisfaction and improve customer loyalty. Today’s customers demand more from businesses than ever before.

Call Center 52

Call Center 2010 Customer Satisfaction Loyalty 52

Alida

JULY 28, 2016

To learn more about this topic, join us at the 2016 Customer Intelligence Summit , where Lauren Meewes, senior program manager of seller at eBay, and Catherine Makk, vice president of global insights at HarperCollins, will share how to use customer feedback to give context and meaning to big data. The big data hype is officially dead.

2010 160

2010 Social Media 2016 2013 160