April, 2012

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Video: Customer Experience Lessons from Jack Nicholson

InMoment XI

In the film Five Easy Pieces, Jack Nicholson depicts the surly oil rig worker Robert Eroica Dupea. Shot in 1970, the chicken salad sandwich scene lives on in film history. The clip not only gives us good insight into Nicholson’s character, but 42 years later I believe it also gives us great insight into the. View Article.

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Book Review: The Welcomer Edge: Unlocking the Secrets to Repeat Business

Service Untitled

I recently finished reading The Welcomer Edge: Unlocking the Secrets to Repeat Business by Richard R. Shapiro who is the founder and President of The Center For Client Retention (TCFCR). Mr. Shapiro’s organization provides research, training, and consulting services to Fortune 500 corporations on how to improve customer service. The book begins with a lighthearted description of four distinct categories of customer service personnel any organization is likely to have on their payroll: We b

Books 43
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New CEM HA Suite Provides Holistic Customer Experience Management

Customer Input

'Customer input Ltd announces today the launch of CEM HA Suite, the first ever total customer experience management solution. It automates in-depth analysis of customer attitudes, behaviors and needs across all company touch-points and includes company policies and procedures management and training modules.

CEM 55
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Fishy customer service

Very Best Service

'What is the link between a fish and customer service ? Better hope that there are none. Unless you operate in the fish industry, it is better to avoid fishy customer service practices. There are no clear universal pointers as to what ''fishy'' means but it could include known sub-standard operations, unfair practices, insufficient documentation, misleading advertising and many more horrible items that we can not quote in a blog dedicated to good customer service.

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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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Dr. Bob Talks “Turnkey vs. Software Only”

Customer Interactions

'NICE’s resident IP video expert, Dr. Bob Banerjee, spends a lot of time on the phone with SIs, consultants and end users. The one thing that invariably comes up is the question of whether to go with a turnkey or software only solution. It seems like a simple question on the surface, but the underlying issues can put everyone at odds. In this article published in the March issue of Security Dealer & Integrator, Dr.

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Video: Customer Experience Lessons from Jack Nicholson

InMoment XI

In the film Five Easy Pieces, Jack Nicholson depicts the surly oil rig worker Robert Eroica Dupea. Shot in 1970, the chicken salad sandwich scene lives on in film history. The clip not only gives us good insight into Nicholson’s character, but 42 years later I believe it also gives us great insight into the.

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Making sure you receive great customer service

Service Untitled

Last evening a group of us went out to dinner at a popular Italian restaurant. One has to realize that South Florida – namely Palm Beach County is rich with tourists, snowbirds, and an occasional rude diner which gives us the opportunity to learn by someone’s mistakes. Our party was only seated for a few minutes when a rather rude uproar began at the next table.

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New CEM HA Suite Provides Holistic Customer Experience Management

Customer Input

Customer input Ltd announces today the launch of CEM HA Suite, the first ever total customer experience management solution. It automates in-depth analysis of customer attitudes, behaviors and needs across all company touch-points and includes company policies and procedures management and training modules.

CEM 40
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Customer Experience Lessons from Jack Nicholson

InMoment XI

In the film Five Easy Pieces, Jack Nicholson depicts the surly oil rig worker Robert Eroica Dupea. Shot in 1970, the chicken salad sandwich scene lives on in film history. The clip not only gives us good insight into Nicholson’s character, but 42 years later I believe it also gives us great insight into the.

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The 2023 Verint Experience Index: Retail

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

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Sending flowers and customer service

Service Untitled

Mother’s Day is coming, and with that comes the busiest day of the year for florists. Many of us order our flowers over the phone or the Internet, and since holidays are a one shot deal when it comes to flowers being at their required destination on time, we as consumers hold florists to a high level of “flower” responsibility. This past Valentine’s Day, Washington Post’s Melissa Bell stated, “Love hath no fury like a flower customer scoffed.” It seems a

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Sending flowers and customer service

Service Untitled

Mother’s Day is coming, and with that comes the busiest day of the year for florists. Many of us order our flowers over the phone or the Internet, and since holidays are a one shot deal when it comes to flowers being at their required destination on time, we as consumers hold florists to a high level of “flower” responsibility. This past Valentine’s Day, Washington Post’s Melissa Bell stated, “Love hath no fury like a flower customer scoffed.” It seems a

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Video: In Case You’re Bored This Weekend

InMoment XI

One of the many benefits of having teenage sons is that they bring to your attention things that are potentially very interesting. To that end, our oldest sent me a link to a new video game that was only a matter of time. Those who have played (or watched our kids play) Roller Coaster Tycoon, View Article.

Article 200
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Video: In Case You’re Bored This Weekend

InMoment XI

One of the many benefits of having teenage sons is that they bring to your attention things that are potentially very interesting. To that end, our oldest sent me a link to a new video game that was only a matter of time.

Article 200
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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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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In Case You’re Bored This Weekend

InMoment XI

One of the many benefits of having teenage sons is that they bring to your attention things that are potentially very interesting. To that end, our oldest sent me a link to a new video game that was only a matter of time.

Article 200
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UK Survey Highlights Importance of Handling Customer Concerns

InMoment XI

I was encouraged last week when I received a message from a reader of The Ride who lives in Japan and works for an auto manufacturer there. It points out the truly global nature of our business and in that vein, I want to share with you a great study that my colleagues in our. View Article.

Article 200
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The Future of the CX Discipline Isn’t Paved with Gold

InMoment XI

The fundamental goal of the fledgling CX discipline is not to gold-plate company offerings. It’s to treat target customers in a way that increases long-term company profitability. Most managers don’t get that.

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UK Survey Highlights Importance of Handling Customer Concerns

InMoment XI

I was encouraged last week when I received a message from a reader of The Ride who lives in Japan and works for an auto manufacturer there. It points out the truly global nature of our business and in that vein, I want to share with you a great study that my colleagues in our.

Article 200
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Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

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

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The Future of the CX Discipline Isn’t Paved with Gold

InMoment XI

The fundamental goal of the fledgling CX discipline is not to gold-plate company offerings. It’s to treat target customers in a way that increases long-term company profitability. Most managers don’t get that.

article thumbnail

UK Survey Highlights Importance of Handling Customer Concerns

InMoment XI

I was encouraged last week when I received a message from a reader of The Ride who lives in Japan and works for an auto manufacturer there. It points out the truly global nature of our business and in that vein, I want to share with you a great study that my colleagues in our.

Article 200
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The Future of the CX Discipline Isn’t Paved with Gold

InMoment XI

The fundamental goal of the fledgling CX discipline is not to gold-plate company offerings. It’s to treat target customers in a way that increases long-term company profitability. Most managers don’t get that.

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The Night The Lights Went Out In Ginza

InMoment XI

We are now more than a year removed from the devastating earthquake and tsunami that rocked Japan. Much has been written about the far reaching effects of that disaster and the effects continue. In the April 2nd edition of Automotive News in the article “Electric shortages worry Japan” Hans Greimel warns of electricity shortages the. View Article.

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ABM Success Recipe: Mastering the Crawl, Walk, Run Approach

Shifting to an account-based marketing (ABM) strategy can be both exciting and challenging. Well-implemented ABM motions build engagement with high-value accounts and drive impactful campaigns that resonate with your audience. But where do you begin, and how do you progress from crawling to running? Watch now as Demand Gen experts delve into the essentials of each stage of the ABM process.

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The Night The Lights Went Out In Ginza

InMoment XI

We are now more than a year removed from the devastating earthquake and tsunami that rocked Japan. Much has been written about the far reaching effects of that disaster and the effects continue. In the April 2nd edition of Automotive News in the article “Electric shortages worry Japan” Hans Greimel warns of electricity shortages the.

article thumbnail

The Night The Lights Went Out In Ginza

InMoment XI

We are now more than a year removed from the devastating earthquake and tsunami that rocked Japan. Much has been written about the far reaching effects of that disaster and the effects continue. In the April 2nd edition of Automotive News in the article “Electric shortages worry Japan” Hans Greimel warns of electricity shortages the.

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The Benefit of Brand Extensions

InMoment XI

My wife and I had dinner the other week with Dennis Bruce and his wife. For those who live outside of Canada, you may be not familiar with Dennis, but in Canada, he is best known for being “the guy” who came up with Freedom 55. Dennis has headed up various agencies in different parts. View Article.

Brands 200
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The Benefit of Brand Extensions

InMoment XI

My wife and I had dinner the other week with Dennis Bruce and his wife. For those who live outside of Canada, you may be not familiar with Dennis, but in Canada, he is best known for being “the guy” who came up with Freedom 55. Dennis has headed up various agencies in different parts.

Brands 200
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7th Annual CX Report by The Northridge Group Uncovers Priority Training Focus

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