August, 2010

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Do you know why your customers really buy?

InMoment XI

Too many businesses focus solely on the minds of customers and forget the importance of connecting emotionally – to customers’ hearts. What drives their passion, loyalty and engagement? Customers make decisions about staying or leaving a business relationship based upon a multitude of factors – and attitude and emotion play major roles. By collecting feedback in real time, and at all possible customer interaction points, a company can learn firsthand what customers think when interactions happen

Loyalty 200
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Growing Business the Old-Fashioned Way

Customers Rock!

Here is a blast from the past, a classic Customers Rock! post on taking care of your current customers. Thanks to @Foundora for bringing it back to my attention. Enjoy! Many companies spend a lot of time and money on attracting new customers to their product or service. Much of the marketing budget is spent on mass approaches such as advertising and direct mail.

Fashion 76
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Service Untitled» Blog Archive » Customer perks for poor customer.

Service Untitled

Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Customer perks for poor customer service Cheryl August 24, 2010 Customer Satisfaction , Customer Service , Little Things, Big Differences 1 Comment There are a lot of factors that get rolled into one final exclamation of really poor customer service, and haven’t we all felt at one time or another the ardent desire to just scream in

Blog 45
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Customer service excellence: does the client perspective matter?

Very Best Service

'The client will drive the score in customer satisfaction survey and he/she will decide whether to remain loyal and recommend the company. From the company point of view the same metrics will be used to measure customer service performance: whichever way you look at it, the winner should be the same. Do not hesitate to visit our website for good customer service examples by award-winning companies.

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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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On the road again – our first stop on the PSA Tour

Customer Interactions

'Just returned from the first stop on the PSA Security Network Education Tour in Pine Brook, NJ. Sharon Shaw, PSA’s Director of Education did an excellent job of coordinating all the presenters, topics and logistics, and most importantly – managed to sum up all of the material presented in the two-day training event into a coherent whole, which made it more valuable than the sum of the parts.

More Trending

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Do you know why your customers really buy?

InMoment XI

Too many businesses focus solely on the minds of customers and forget the importance of connecting emotionally – to customers’ hearts. What drives their passion, loyalty and engagement? Customers make decisions about staying or leaving a business relationship based upon a multitude of factors – and attitude and emotion play major roles. By collecting feedback in real time, and at all possible customer interaction points, a company can learn firsthand what customers think when interactions happen

Loyalty 200
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The Importance of Employee Engagement

InMoment XI

Engaged employees contribute to the bottom line. As their engagement is reflected in their service to customers, they are helping to create more loyal customers. Highly engaged customers buy more products, refer potential customers to a company, stay longer and give more feedback, which, in turn, gives companies the opportunity to address issues and concerns and preserve potentially lost revenue.

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The Importance of Employee Engagement

InMoment XI

Engaged employees contribute to the bottom line. As their engagement is reflected in their service to customers, they are helping to create more loyal customers. Highly engaged customers buy more products, refer potential customers to a company, stay longer and give more feedback, which, in turn, gives companies the opportunity to address issues and concerns and preserve potentially lost revenue.

article thumbnail

The Importance of Employee Engagement

InMoment XI

Engaged employees contribute to the bottom line. As their engagement is reflected in their service to customers, they are helping to create more loyal customers. Highly engaged customers buy more products, refer potential customers to a company, stay longer and give more feedback, which, in turn, gives companies the opportunity to address issues and concerns and preserve potentially lost revenue.

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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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Service Untitled» Blog Archive » Improve small business customer.

Service Untitled

Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Improve small business customer service with a personal touch Cheryl August 30, 2010 Customer Service , Little Things, Big Differences , Proactive , Service Untitled 4 Comments Elizabeth’s online business is selling merchandise on eBay.

Blog 42
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Service Untitled» Blog Archive » Working on customer service skills

Service Untitled

Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Working on customer service skills Cheryl August 05, 2010 Customer Service Experience , Hiring & Training , Little Things, Big Differences No Comments When a customer service representative delivers great customer service, there is less stress and less hassle.

Blog 41
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Service Untitled» Blog Archive » Customer retention strategies to.

Service Untitled

Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Customer retention strategies to boost your business Cheryl August 12, 2010 Customer Satisfaction , Customer Service Experience , Etiquette , Little Things, Big Differences 1 Comment Making that first impression in business with the appearance of your web site, the decor, the marketing, or just the friendliness of the first company repre

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Service Untitled» Blog Archive » The benefits of a process-focused.

Service Untitled

Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives The benefits of a process-focused organization Cheryl August 27, 2010 Behind the Scenes , Customer Service No Comments Business processes help companies to realize their own organizational objectives so that management can review and realign as the market changes, customer needs change, products change, and strategies change.

Blog 45
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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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Service Untitled» Blog Archive » Interview with Doria Camaraza.

Service Untitled

Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Interview with Doria Camaraza from American Express – Part 1 of 4 Douglas August 26, 2010 Behind the Scenes , Customer Service Experience , Hiring & Training , Interviews , Specific Companies No Comments About two weeks ago, I interviewed Doria Camaraza, who is is the Senior Vice President and General Manager of Fort Lauderdal

Blog 42
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Are You Benchmarking? Or Are You Living in a Bubble?

InMoment XI

It’s important to put all of VOC scores and feedback into the broader context – how well do you do stack up against your competitors? I’m talking about benchmarking, which means making comparisons to help you understand the perception of your business relative to the competition in the minds of your customers.

Feedback 200
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Are You Benchmarking? Or Are You Living in a Bubble?

InMoment XI

It’s important to put all of VOC scores and feedback into the broader context – how well do you do stack up against your competitors? I’m talking about benchmarking, which means making comparisons to help you understand the perception of your business relative to the competition in the minds of your customers.

Feedback 200
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Are You Benchmarking? Or Are You Living in a Bubble?

InMoment XI

It’s important to put all of VOC scores and feedback into the broader context – how well do you do stack up against your competitors? I’m talking about benchmarking, which means making comparisons to help you understand the perception of your business relative to the competition in the minds of your customers.

Feedback 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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Using VOC Data to Drive Change: Part II

InMoment XI

Demanding workloads press in on our workweek. VOC data challenges long-cherished assumptions held by senior leadership about what makes customers tick. We have put so much time and effort into gathering and analyzing the customer voice that we have nothing left to give to action, right? Wrong. Driving change in response to VOC initiatives is what makes a VOC practitioner into an effective customer advocate who drives bottom-line corporate health.

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Using VOC Data to Drive Change: Part II

InMoment XI

Demanding workloads press in on our workweek. VOC data challenges long-cherished assumptions held by senior leadership about what makes customers tick. We have put so much time and effort into gathering and analyzing the customer voice that we have nothing left to give to action, right? Wrong. Driving change in response to VOC initiatives is what makes a VOC practitioner into an effective customer advocate who drives bottom-line corporate health.

article thumbnail

Using VOC Data to Drive Change: Part II

InMoment XI

Demanding workloads press in on our workweek. VOC data challenges long-cherished assumptions held by senior leadership about what makes customers tick. We have put so much time and effort into gathering and analyzing the customer voice that we have nothing left to give to action, right? Wrong. Driving change in response to VOC initiatives is what makes a VOC practitioner into an effective customer advocate who drives bottom-line corporate health.

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Are You Delivering on Your Brand Promise?

InMoment XI

A brand promise is the expectations you set with your customers. It’s a combination of the brand purpose and the reality of what the brand can deliver. It defines the benefits a customer can expect to receive when experiencing your brand – at every touchpoint. Customers will select your brand because they know that, every time they choose your brand, they will have the same experience.

Brands 200
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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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Are You Delivering on Your Brand Promise?

InMoment XI

A brand promise is the expectations you set with your customers. It’s a combination of the brand purpose and the reality of what the brand can deliver. It defines the benefits a customer can expect to receive when experiencing your brand – at every touchpoint. Customers will select your brand because they know that, every time they choose your brand, they will have the same experience.

Brands 200
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Are You Delivering on Your Brand Promise?

InMoment XI

A brand promise is the expectations you set with your customers. It’s a combination of the brand purpose and the reality of what the brand can deliver. It defines the benefits a customer can expect to receive when experiencing your brand – at every touchpoint. Customers will select your brand because they know that, every time they choose your brand, they will have the same experience.

Brands 200
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Service Untitled» Blog Archive » A customer service lesson from a.

Service Untitled

Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives A customer service lesson from a JetBlue flight attendant Cheryl August 10, 2010 Angry Customers , Customer Service Experience , Specific Companies No Comments A JetBlue flight attendant made all the headlines yesterday when he freaked out on a passenger.

Blog 41
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Service Untitled» Blog Archive » Ranking customer service for airlines

Service Untitled

Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Ranking customer service for airlines Cheryl August 17, 2010 Customer Service , Little Things, Big Differences , Specific Companies , Surveys 2 Comments US Airways ranked first on reliability after three consecutive months during April, May, and June; showing statistics of 83 percent of flights arriving within 14 minutes of their schedul

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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