InMoment XI

AUGUST 29, 2012

A few weeks ago, a friend who leads the customer experience (CX) team at a large B2B company described a common challenge in her voice of the customer (VoC) program. Her team had gathered and analyzed lots of customer feedback regarding interactions with support representatives in the contact center, and the results were clear. Customers thought issue resolution time was too long, and that perception was killing overall loyalty.

Contact Center 200

Contact Center Feedback B2B Loyalty 200

Service Untitled

AUGUST 21, 2012

Years ago when contractors were so busy building houses, supply giant Home Depot paid a lot more attention to the builders than to the do-it-yourself home owners. After all, the economy was booming and a realtor could scarcely keep any home inventory available for new buyers, and so the prices kept climbing while customers lined up at the cash registers.

Customer Service 94

Customer Service Exceptional Customer Service Workshop Customer Centricity 94

Customers Rock!

AUGUST 16, 2012

Social media has pushed customer service to the forefront for many organizations. Responses are often faster in social media than they are in traditional service channels, since social media makes everything extremely visible. And when things go wrong, customers often flock to social media to air their grievances; a perfect example is the article I recently co-authored for Forbes Online, with Mark Fidelman , about the Southwest Airlines 3 Million Fan Flash Sale fiasco.

Social Media 91

Social Media Airlines Customers Books 91

Very Best Service

AUGUST 24, 2012

'Customer service balance A successful customer service delivery is made of many building blocks. A solid policy, firmly grounded, constitutes the cornerstone of the strategy. But it is not enough: adding more elements and finding the right balance is a necessity in the long run. Balancing the policy with innovation, initiative, the right level of human touch, a positive culture and some degree of creativity will make it all stick together.

Customer Service 40

Customer Service Culture Innovation Customers 40

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Customers

Horizon CX

AUGUST 3, 2012

'It seems that NPS or Net Promoter Score is a very popular customer metric to have and to brag about these days, but what does is really mean or what does it tell you that are both useful and action-oriented? First of all, it''s a metric, and a calculated metric at that. As a metric it''s also simply a number. Today''s temperature is a number. The Dow Jones daily average is a number.

Net Promoter Score 40

Net Promoter Score NPS Metrics Measurement 40

InMoment XI

AUGUST 29, 2012

A few weeks ago, a friend who leads the customer experience (CX) team at a large B2B company described a common challenge in her voice of the customer (VoC) program. Her team had gathered and analyzed lots of customer feedback regarding interactions with support representatives in the contact center, and the results were clear. Customers thought issue resolution time was too long, and that perception was killing overall loyalty.

Contact Center 200

Contact Center Feedback B2B Loyalty 200

Service Untitled

AUGUST 7, 2012

Although it is very convenient to shop online, many customers still enjoy the experience of touching merchandise and browsing in a brick and mortar store; hence the popularity of small neighborhood businesses. There are few things more pleasing to one’s “soul” as when the owner of a store knows your name and offers you a cup of coffee or a croissant as you inspect the latest arrivals.

Tourism 84

Tourism Customer Service Hotels Social Media 84

Brad Cleveland Blog

AUGUST 2, 2012

Brad discusses the importance of providing a variety of ways for customers to interact with your organization, and the methodology behind handling different communication channels. Brad discusses the importance of providing a variety of ways for customers to interact with your organization, and the methodology behind handling different communication channels.

Customers 20

Customers Communication Interaction Call Center 20

Very Best Service

AUGUST 9, 2012

'Olympic Motto and customer service: If you wish to reach Customer Service Excellence why not simply adopt the Olympic Motto: “Citius, Altius, Fortius” (1) (1) Often translated as “Swifter, Higher, Stronger”.

Customer Service 40

Customer Service Customers 40

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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

InMoment XI

AUGUST 29, 2012

A few weeks ago, a friend who leads the customer experience (CX) team at a large B2B company described a common challenge in her voice of the customer (VoC) program. Her team had gathered and analyzed lots of customer feedback regarding interactions with support representatives in the contact center, and the results were clear. Customers thought issue resolution time was too long, and that perception was killing overall loyalty.

Contact Center 200

Contact Center Feedback B2B Loyalty 200

InMoment XI

AUGUST 1, 2012

Apple founder Steve Jobs said when announcing the iPhone in 2007, “Every once in awhile a revolutionary product comes along that changes everything.” However, the product is only part of the story. Revolutionary products such as the iPhone flourish by providing a fantastic customer experience. It’s the product, the in-store experience, the applications, the customer service, the whole ecosystem.

2007 200

2007 Customer Experience Innovation Customers 200

InMoment XI

AUGUST 1, 2012

Apple founder Steve Jobs said when announcing the iPhone in 2007, “Every once in awhile a revolutionary product comes along that changes everything.” However, the product is only part of the story. Revolutionary products such as the iPhone flourish by providing a fantastic customer experience. It’s the product, the in-store experience, the applications, the customer service, the whole ecosystem.

2007 200

2007 Customer Experience Innovation Customers 200

InMoment XI

AUGUST 1, 2012

Apple founder Steve Jobs said when announcing the iPhone in 2007, “Every once in awhile a revolutionary product comes along that changes everything.” However, the product is only part of the story. Revolutionary products such as the iPhone flourish by providing a fantastic customer experience. It’s the product, the in-store experience, the applications, the customer service, the whole ecosystem.

2007 200

2007 Customer Experience Innovation Customers 200

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

InMoment XI

AUGUST 29, 2012

I’m often asked, “What’s the most important thing a contact center manager can do to improve the customer experience on the frontline?” I suggest they take a step back. It starts with recruiting and hiring! A number of leading firms actually work closely with their respective HR departments and embed screeners, include role playing and. View Article.

Contact Center 200

Contact Center Management Article Customer Experience 200

InMoment XI

AUGUST 29, 2012

I’m often asked, “What’s the most important thing a contact center manager can do to improve the customer experience on the frontline?” I suggest they take a step back. It starts with recruiting and hiring! A number of leading firms actually work closely with their respective HR departments and embed screeners, include role playing and.

Contact Center 200

Contact Center Management Article Customer Experience 200

InMoment XI

AUGUST 29, 2012

I’m often asked, “What’s the most important thing a contact center manager can do to improve the customer experience on the frontline?” I suggest they take a step back. It starts with recruiting and hiring! A number of leading firms actually work closely with their respective HR departments and embed screeners, include role playing and.

Contact Center 200

Contact Center Management Article Customer Experience 200

InMoment XI

AUGUST 20, 2012

“How good is our score?” We hear this question frequently in connection with survey measures of customer satisfaction and loyalty, and it’s not always an easy question to answer. One client recently told me that her organization strives for an average score of 9 or higher (on a ten-point scale) because “that’s what management wants.”. View Article.

Customer Satisfaction 200

Customer Satisfaction Loyalty Measurement Article 200

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

InMoment XI

AUGUST 20, 2012

“How good is our score?” We hear this question frequently in connection with survey measures of customer satisfaction and loyalty, and it’s not always an easy question to answer. One client recently told me that her organization strives for an average score of 9 or higher (on a ten-point scale) because “that’s what management wants.”.

Customer Satisfaction 200

Customer Satisfaction Loyalty Measurement Article 200

InMoment XI

AUGUST 20, 2012

“How good is our score?” We hear this question frequently in connection with survey measures of customer satisfaction and loyalty, and it’s not always an easy question to answer. One client recently told me that her organization strives for an average score of 9 or higher (on a ten-point scale) because “that’s what management wants.”.

Customer Satisfaction 200

Customer Satisfaction Loyalty Measurement Article 200

InMoment XI

AUGUST 15, 2012

Recently, I was traveling from Frankfurt, Germany to Washington DC on a major airline. As I boarded the plane and took my seat, the flight attendant was broadcasting a welcome message and bragging that this was a “new” state of the art Boeing 747, the most advanced aircraft on the planet. As I waited for the 8 hour flight to begin, I felt something cold and wet hitting my arm.

Customer Experience 200

Customer Experience Airlines Travel Customers 200

InMoment XI

AUGUST 15, 2012

Recently, I was traveling from Frankfurt, Germany to Washington DC on a major airline. As I boarded the plane and took my seat, the flight attendant was broadcasting a welcome message and bragging that this was a “new” state of the art Boeing 747, the most advanced aircraft on the planet. As I waited for the 8 hour flight to begin, I felt something cold and wet hitting my arm.

Customer Experience 200

Customer Experience Airlines Travel Customers 200

Advertiser: ZoomInfo

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Marketing

InMoment XI

AUGUST 15, 2012

Recently, I was traveling from Frankfurt, Germany to Washington DC on a major airline. As I boarded the plane and took my seat, the flight attendant was broadcasting a welcome message and bragging that this was a “new” state of the art Boeing 747, the most advanced aircraft on the planet. As I waited for the 8 hour flight to begin, I felt something cold and wet hitting my arm.

Customer Experience 200

Customer Experience Airlines Travel Customers 200

InMoment XI

AUGUST 1, 2012

One of the most important activities that I undertake as a product developer is listening to our clients and end users articulate their worlds and their challenges. With our focus on customer experience measurement, I have the opportunity to learn from the real stewards of the customer experience – front-line employees at the local bank.

Banking 200

Banking Measurement Article Customer Experience 200

InMoment XI

AUGUST 1, 2012

One of the most important activities that I undertake as a product developer is listening to our clients and end users articulate their worlds and their challenges. With our focus on customer experience measurement, I have the opportunity to learn from the real stewards of the customer experience – front-line employees at the local bank.

Banking 200

Banking Measurement Article Customer Experience 200

InMoment XI

AUGUST 1, 2012

One of the most important activities that I undertake as a product developer is listening to our clients and end users articulate their worlds and their challenges. With our focus on customer experience measurement, I have the opportunity to learn from the real stewards of the customer experience – front-line employees at the local bank.

Banking 200

Banking Measurement Article Customer Experience 200

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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