InMoment XI

OCTOBER 12, 2009

A new research report from industry analyst firm Aberdeen Group called "Customer Experience Management: Engaging Loyal Customers to Evangelize Your Brand" reveals how organizations that achieve superior performance in customer retention and customer satisfaction grow and harvest customer advocates. In this blog post, the author shares some of the key findings from the report, and also discusses the role that customer feedback plays in these initiatives.

Customer Retention 200

Customer Retention Customer Satisfaction Customers Customer Experience Management 200

Service Untitled

OCTOBER 21, 2009

Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Call Abandonment Basics Douglas October 21, 2009 Behind the Scenes , Customer Service Experience 4 Comments Phone systems (also called IVRs or PBXes) usually measure something referred to as a call abandonment rate.

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Blog E-support 2006 2009 40

Very Best Service

OCTOBER 22, 2009

'With the growth of internet shopping being experienced at the moment, ways of delivering customer service are evolving rapidly. The number of parcels being shipped is increasing exponentially and customers are having to adapt and make different choices for their delivery. A little while ago the main issue was whether the internet based virtual shop was trustworthy.

Customer Service 40

Customer Service Customers 40

Win the Customer

OCTOBER 7, 2009

As a leader or manager, there’s one key, significant expectation from you: results. Effective leadership and management cannot be accomplished by having the workhorse management or leader do everything for the team. Managers can step in and resolve issues, help push towards meeting deadlines, and even help take a load off of the team members, but in the end the only way to truly build an effective organization involves in developing 4 keys to successful management. “First Break All o

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Management Document Leadership Sales 52

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InMoment XI

OCTOBER 12, 2009

A new research report from industry analyst firm Aberdeen Group called "Customer Experience Management: Engaging Loyal Customers to Evangelize Your Brand" reveals how organizations that achieve superior performance in customer retention and customer satisfaction grow and harvest customer advocates. In this blog post, the author shares some of the key findings from the report, and also discusses the role that customer feedback plays in these initiatives.

Customer Retention 200

Customer Retention Customer Satisfaction Customers Customer Experience Management 200

InMoment XI

OCTOBER 28, 2009

At a recent luncheon with Voice of the Customer (VOC) practitioners in Atlanta, the author of this blog, Matt Bowman, director of campaign marketing for Allegiance, noticed a few trends emerging from the conversation. This blog discusses those trends and also provides some insight on why those topics have emerged as "top of mind" items with today's VOC practitioners.

Blog 200

Blog Insights Marketing Customers 200

InMoment XI

OCTOBER 28, 2009

At a recent luncheon with Voice of the Customer (VOC) practitioners in Atlanta, the author of this blog, Matt Bowman, director of campaign marketing for Allegiance, noticed a few trends emerging from the conversation. This blog discusses those trends and also provides some insight on why those topics have emerged as "top of mind" items with today's VOC practitioners.

Blog 200

Blog Insights Marketing Customers 200

InMoment XI

OCTOBER 28, 2009

At a recent luncheon with Voice of the Customer (VOC) practitioners in Atlanta, the author of this blog, Matt Bowman, director of campaign marketing for Allegiance, noticed a few trends emerging from the conversation. This blog discusses those trends and also provides some insight on why those topics have emerged as "top of mind" items with today's VOC practitioners.

Blog 200

Blog Insights Marketing Customers 200

Very Best Service

OCTOBER 19, 2009

'Good customer service qualities are all about knowing what the customers want and anticipate their needs before they even show up. This will ensure their well-being and a high level of customer satisfaction. Picture courtesy of [link] with your thanks.

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Customer Service Customer Satisfaction 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

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Very Best Service

OCTOBER 18, 2009

'Many companies know how to deploy fully fledged customer service but will not because of economic imperatives. A two tier system is often created whereby customers are only offered a good level of service if they threaten to chose another supplier, a clear case of emergency. Customer service executives with the full range of skills are allocated to the retention effort ("we are going to lose this customer unless we do something.") and become the lifeline to retain valuable customers.

Customer Service 40

Customer Service Customer Retention Customers 40

Very Best Service

OCTOBER 4, 2009

'A difficult environment makes attracting a new customer more challenging than ever. Existing customers will only return if they have been offered impeccable service or rock bottom prices. Continuous investment in training to improve customer service is required to ensure that the valuable shoppers will not hesitate to come in and start to look around for alternatives.

Customer Service 40

Customer Service Customers 40