InMoment XI
APRIL 17, 2013
Monitoring the customer experience has become more complex. Today, it involves multiple channels of engagement, massive amounts of data, and indirect, unstructured customer feedback. There is more complexity -- and more opportunity -- than ever before.
Andrew Maher
APRIL 8, 2013
Kate Nasser has a speciality she loves to talk about: how the quality of the people, their training, their coaching can make the world of difference to the customer service you can offer as a company. It is for this reason I was excited to have her on this episode of the CX404. As much […] Kate Nasser has a speciality she loves to talk about: how the quality of the people, their training, their coaching can make the world of difference to the customer service you can offer as a company.
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Service Untitled
APRIL 22, 2013
'Once again it’s Spring when our fancy changes to thoughts of love and the beautiful outdoors. We picture the lush green lawns, the colorful summer blooms, the pool, the grill, and the patio designed for that blissful oasis as casual parties for friends and family become welcome weekend events. And so the shopping begins. With the convenience of online browsing, the possibilities are endless, but how will our online retailers handle customer service?
Very Best Service
APRIL 8, 2013
'Customer service career Through the years of writing this blog, we have establish a (small) number of truth which could be hard to challenge. To name a couple, we have established that quality customer service is a key factor in the long term prosperity of an organisation and that employee satisfaction is a key success factor driving good customer service.
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Smith+co CX
APRIL 23, 2013
'Like Phoenix arising from the ashes, retail brands Jessops and HMV have both returned to the high street albeit in a stripped down, leaner form. Both brands were much loved by their customers and had a reputation for being pretty good at what they did. But this was not enough to sustain sales in the face of the onslaught from online shopping. The fact is there were just not enough consumers willing to visit the stores and those that did were often ‘showrooming’, visiting the store to see the pr
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
InMoment XI
APRIL 17, 2013
Monitoring the customer experience has become more complex. Today, it involves multiple channels of engagement, massive amounts of data, and indirect, unstructured customer feedback. There is more complexity -- and more opportunity -- than ever before.
Customer Interactions
APRIL 12, 2013
'I’m fresh off my second day at ICS West. The show is jumping, lots of traffic in the NICE booth, and I heard that well over 100 people attended our panel on “Transforming Your Security Command Post into a Strategic Information Nerve Center” the other day. For me, though, the most exciting aspect of the show has been the launch of Situator Express.
Service Untitled
APRIL 10, 2013
'The Customer Service Survival Kit was written by Richard S. Gallagher, a practicing psychotherapist and the author of many customer service books who has trained over 20,000 people on how to handle the most daunting situations with customers while improving their confidence and an organization’s customer relations. The Customer Service Survival Kit helps us to diffuse even the worst emotional and intentional customer complaints, and step by step helps the customer service representative
InMoment XI
APRIL 17, 2013
Monitoring the customer experience has become more complex. Today, it involves multiple channels of engagement, massive amounts of data, and indirect, unstructured customer feedback. There is more complexity -- and more opportunity -- than ever before.
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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
InMoment XI
APRIL 3, 2013
I’m thrilled that Allegiance is a 2013 Temkin Group Customer Experience Vendor Excellence Award Winner! Congratulations to my Allegiance colleagues and all of the other firms recognized as finalists – including our strategic partners at Ipsos Loyalty and Waypoint Group. Of course, big thanks to Temkin Group and the judging panel as well for using this award to evangelize customer experience (CX) work.
InMoment XI
APRIL 3, 2013
I’m thrilled that Allegiance is a 2013 Temkin Group Customer Experience Vendor Excellence Award Winner! Congratulations to my Allegiance colleagues and all of the other firms recognized as finalists – including our strategic partners at Ipsos Loyalty and Waypoint Group. Of course, big thanks to Temkin Group and the judging panel as well for using this award to evangelize customer experience (CX) work.
InMoment XI
APRIL 3, 2013
I’m thrilled that Allegiance is a 2013 Temkin Group Customer Experience Vendor Excellence Award Winner! Congratulations to my Allegiance colleagues and all of the other firms recognized as finalists – including our strategic partners at Ipsos Loyalty and Waypoint Group. Of course, big thanks to Temkin Group and the judging panel as well for using this award to evangelize customer experience (CX) work.
InMoment XI
APRIL 24, 2013
It's often said that customers who encounter problems and get good service recovery are more loyal than customers who never encounter problems at all. This is known as the service recovery paradox. It's a seductive idea, and it's become standard wisdom in the customer experience and service worlds. But is it actually true? Sometimes. Maybe.
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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InMoment XI
APRIL 24, 2013
It's often said that customers who encounter problems and get good service recovery are more loyal than customers who never encounter problems at all. This is known as the service recovery paradox. It's a seductive idea, and it's become standard wisdom in the customer experience and service worlds. But is it actually true? Sometimes. Maybe.
InMoment XI
APRIL 24, 2013
It's often said that customers who encounter problems and get good service recovery are more loyal than customers who never encounter problems at all. This is known as the service recovery paradox. It's a seductive idea, and it's become standard wisdom in the customer experience and service worlds. But is it actually true? Sometimes. Maybe.
InMoment XI
APRIL 22, 2013
Today, the Maritz Restaurant Research Group is here at the Restaurant Leadership Conference in Scottsdale, Arizona. We are here to launch Capella Restaurant — the newest addition to Maritz’ proven end-to-end customer experience management system that captures the voice of the customer and acts on it. It is designed specifically for operators in the food.
InMoment XI
APRIL 22, 2013
Today, the Maritz Restaurant Research Group is here at the Restaurant Leadership Conference in Scottsdale, Arizona. We are here to launch Capella Restaurant — the newest addition to Maritz’ proven end-to-end customer experience management system that captures the voice of the customer and acts on it. It is designed specifically for operators in the food.
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
InMoment XI
APRIL 22, 2013
Today, the Maritz Restaurant Research Group is here at the Restaurant Leadership Conference in Scottsdale, Arizona. We are here to launch Capella Restaurant — the newest addition to Maritz’ proven end-to-end customer experience management system that captures the voice of the customer and acts on it. It is designed specifically for operators in the food.
InMoment XI
APRIL 18, 2013
I had occasion to be in our Wiesbaden, Germany office last week and the conversation turned to who’s delivering a great customer experience in Europe. One company that came up was Nespresso. What are they doing and what can we apply to the automotive industry? This week’s Ride takes a look. Let me know what. View Article.
InMoment XI
APRIL 18, 2013
I had occasion to be in our Wiesbaden, Germany office last week and the conversation turned to who’s delivering a great customer experience in Europe. One company that came up was Nespresso. What are they doing and what can we apply to the automotive industry? This week’s Ride takes a look. Let me know what.
InMoment XI
APRIL 18, 2013
I had occasion to be in our Wiesbaden, Germany office last week and the conversation turned to who’s delivering a great customer experience in Europe. One company that came up was Nespresso. What are they doing and what can we apply to the automotive industry? This week’s Ride takes a look. Let me know what.
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InMoment XI
APRIL 10, 2013
An improved NPS score and high customer satisfaction are nice, but they aren’t enough. Our clients and partners are increasingly being challenged to make that connection between Voice of Customer (VOC) initiatives and the company's bottom line. The C-level and the Board, after all, speak to and respond to messages that reflect revenue, costs, profit, ROI, and shareholder value.
InMoment XI
APRIL 10, 2013
An improved NPS score and high customer satisfaction are nice, but they aren’t enough. Our clients and partners are increasingly being challenged to make that connection between Voice of Customer (VOC) initiatives and the company's bottom line. The C-level and the Board, after all, speak to and respond to messages that reflect revenue, costs, profit, ROI, and shareholder value.
InMoment XI
APRIL 10, 2013
An improved NPS score and high customer satisfaction are nice, but they aren’t enough. Our clients and partners are increasingly being challenged to make that connection between Voice of Customer (VOC) initiatives and the company's bottom line. The C-level and the Board, after all, speak to and respond to messages that reflect revenue, costs, profit, ROI, and shareholder value.
InMoment XI
APRIL 1, 2013
Maritz Research today announced the successful launch of MindMeld™, the future of all Customer Experience Management programs after the installation of MindMap™ technology in over 5,000 dealerships in North America. MindMeld™ utilizes high frequency scanning of alpha, beta, gamma, and delta brain scanning of consumers via an installed CRT scanning device in each dealership.
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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
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