InMoment XI

FEBRUARY 27, 2012

During last week’s webinar with Forrester analyst Kerry Bodine, we discussed the importance of what she calls the “customer cascade,” which goes like this: Companies need to develop deep customer insight in order to design and deliver great customer experiences and ultimately reap the financial rewards that follow. Insight, action, result. It’s a true and beautiful pattern, and it’s been pretty well documented in recent years.

Voice of Customer 200

Voice of Customer Document Webinar Financial 200

Service Untitled

FEBRUARY 15, 2012

Customer service isn’t an easy task, and for the representatives who successfully calm angry customers, soothe irate tempers, and are able to solve consumer problems in a polite and reasonable manner are those employees any great company should consider giving a raise in salary. Staying calm isn’t always the easiest task to do, especially when the attacks are often met with rudeness and unprofessional behavior on the part of the customer.

Customer Service 55

Customer Service Customer Service Representative Customers Consumers 55

Very Best Service

FEBRUARY 27, 2012

'Customer service guide : When designing a new customer service guide, executives could usefully draw parallels between customers finding their way in the market place and sailors navigating across unknown waters. More often than not, difficulties can be avoided by learning from the experience of others who have just followed the same path. The key to success is to capture that experience and make judicious use of all modern technologies and tools to guide customers through the buying process.

Customer Service 40

Customer Service Customers Technology Marketing 40

Annie Tsai

FEBRUARY 5, 2012

A small tweak in perspective can go a long way. A few years ago I found myself in a rut. After catching up with a mentor, I took her advice and started looking at projects as building blocks as opposed to stops a train makes on its way from Point A to Point B. In […].

Customer Experience Management 40

Customer Experience Management Management Customer Experience Customers 40

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Customers

Customer Interactions

FEBRUARY 20, 2012

'I returned from TechSec 2012 in Delray Beach, FL about a week ago. The conference attracted a great audience, evenly balanced between end users, consultants and integrators. Martha Entwistle kick-started our TechSec session on "PSIM, PSIM-Lite and VMS - Solving Problems outside the Acronym Box." I presented the essential concepts, but my guest panelists brought those concepts to life with genuine vendor-neutral case studies.

2012 36

2012 Presentation Consulting Management 36

InMoment XI

FEBRUARY 27, 2012

During last week’s webinar with Forrester analyst Kerry Bodine, we discussed the importance of what she calls the “customer cascade,” which goes like this: Companies need to develop deep customer insight in order to design and deliver great customer experiences and ultimately reap the financial rewards that follow. Insight, action, result. It’s a true and beautiful pattern, and it’s been pretty well documented in recent years.

Voice of Customer 200

Voice of Customer Document Webinar Financial 200

InMoment XI

FEBRUARY 1, 2012

Both Forrester Research and Gartner have predicted continued annual growth of between 15-20% for the customer experience and voice of customer industries. At Allegiance, we certainly see this growth happening. But what kind of changes will occur as more corporate boards, c-suites and leadership teams add savvy VOC pros? How will business change as a result of the insight that comes from these experienced people adding their voice to the mix, and sharing the data they produce?

Customer Experience 200

Customer Experience Voice of Customer Leadership Insights 200

InMoment XI

FEBRUARY 1, 2012

Both Forrester Research and Gartner have predicted continued annual growth of between 15-20% for the customer experience and voice of customer industries. At Allegiance, we certainly see this growth happening. But what kind of changes will occur as more corporate boards, c-suites and leadership teams add savvy VOC pros? How will business change as a result of the insight that comes from these experienced people adding their voice to the mix, and sharing the data they produce?

Customer Experience 200

Customer Experience Voice of Customer Leadership Insights 200

InMoment XI

FEBRUARY 1, 2012

Both Forrester Research and Gartner have predicted continued annual growth of between 15-20% for the customer experience and voice of customer industries. At Allegiance, we certainly see this growth happening. But what kind of changes will occur as more corporate boards, c-suites and leadership teams add savvy VOC pros? How will business change as a result of the insight that comes from these experienced people adding their voice to the mix, and sharing the data they produce?

Customer Experience 200

Customer Experience Voice of Customer Leadership Insights 200

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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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InMoment XI

FEBRUARY 21, 2012

If you don’t proactively design your customer experience, one will be provided for you. How easy is it to buy your product or service? Is your customer’s experience littered with overly complicated phone trees, slow response times, or unknowledgeable staff? Have you mapped out your customer’s experience and do you thoroughly understand all of the points of contact with your typical customer?

Customer Experience Design 200

Customer Experience Design Call Center Customer Experience Customers 200

InMoment XI

FEBRUARY 21, 2012

If you don’t proactively design your customer experience, one will be provided for you. How easy is it to buy your product or service? Is your customer’s experience littered with overly complicated phone trees, slow response times, or unknowledgeable staff? Have you mapped out your customer’s experience and do you thoroughly understand all of the points of contact with your typical customer?

Customer Experience Design 200

Customer Experience Design Call Center Customer Experience Customers 200

InMoment XI

FEBRUARY 21, 2012

If you don’t proactively design your customer experience, one will be provided for you. How easy is it to buy your product or service? Is your customer’s experience littered with overly complicated phone trees, slow response times, or unknowledgeable staff? Have you mapped out your customer’s experience and do you thoroughly understand all of the points of contact with your typical customer?

Customer Experience Design 200

Customer Experience Design Call Center Customer Experience Customers 200

Service Untitled

FEBRUARY 29, 2012

This is the fourth and final part of my interview with Rob Siefker, the Director of the Customer Loyatly Team at Zappos. In this part of the interview, Rob talks about performance reviews, how Zappos encourages employees to further their knowledge (and pays them for doing so), what he thinks about seniority and tenure amongst call center agents, how Zappos handles scheduling, how the company encourages “personal emotional connections,” and finally, what Rob thinks companies can do to

Call Center 48

Call Center Culture Document Interaction 48

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

Service Untitled

FEBRUARY 8, 2012

Brands Keys Customer Loyalty Engagement Index sets Dunkin’ Donuts as number one in customer loyalty for the coffee category. Second only to oil production, coffee is the largest commodity sold. The coffee category included ratings on consumer preferences, the consistency of meeting customer expectations for taste, quality, service, and brand value.

2008 47

2008 Rewards Programs Guest Experience Brand Values 47

Service Untitled

FEBRUARY 7, 2012

This is the second of a four part interview with Rob Siefker, the Director of the Customer Loyatly Team at Zappos. In this part of the interview, Rob talks more about the service metrics that Zappos tracks, how the company empowers its Customer Loyalty Team Members (and has avoided bureaucracy), how escalations to managers work at the company, how the Zappos compensates its employees, and the extensive continuing education programs employees have access to at Zappos and how they work.

Call Center 47

Call Center Interaction Management Loyalty 47

Service Untitled

FEBRUARY 27, 2012

Market Watch issued a press release earlier today about studies done by Intellishop and Rate Watch citing credit unions and small community banks missing their market share of banking business due to sales efforts. The mystery audit services sent 120 anonymous auditors out who posed as new checking account prospects, and even though small banks were seen as pleasant, the criticism of having a too “laid back” approach regarding selling the benefits of their bank were losing these orga

Poor Customer Service 50

Poor Customer Service Banking Customer Service 2010 50

Service Untitled

FEBRUARY 20, 2012

The trade industry organization Airlines for America has reported customer service for airlines improving in three different areas. Travelers are always interested in improved customer service, so therefore any news in the airline industry is always considered good news, but alas have there really been improvements or is it just better defined as happenstance?

Airlines 48

Airlines Customer Service Transportation 2010 48

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

FEBRUARY 27, 2012

I am pleased to once again welcome my California colleague, Dr. Scott Pimley to The Ride. As Director Of Solutions Architecture in Maritz’ Torrance office, Scott has 31+ years in the research industry so he brings a wealth of experience to the blog. Purchasing a new vehicle is a big decision and customers want. View Article.

Sales 200

Sales Blog Article Automotive 200

InMoment XI

FEBRUARY 27, 2012

I am pleased to once again welcome my California colleague, Dr. Scott Pimley to The Ride. As Director Of Solutions Architecture in Maritz’ Torrance office, Scott has 31+ years in the research industry so he brings a wealth of experience to the blog. Purchasing a new vehicle is a big decision and customers want.

Sales 200

Sales Blog Article Customers 200

InMoment XI

FEBRUARY 27, 2012

I am pleased to once again welcome my California colleague, Dr. Scott Pimley to The Ride. As Director Of Solutions Architecture in Maritz’ Torrance office, Scott has 31+ years in the research industry so he brings a wealth of experience to the blog. Purchasing a new vehicle is a big decision and customers want.

Sales 200

Sales Blog Article Customers 200

InMoment XI

FEBRUARY 23, 2012

You may have noticed Charles Duhigg’s article “How Companies Learn Your Secrets” in this past weekend’s New York Times Magazine. The article deals with Target and how they use customer information to better understand buyer behavior. As an industry that is trying to do a better job listening to and acting upon the Voice of. View Article.

Magazine 200

Magazine Article Information Automotive 200

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Marketing

InMoment XI

FEBRUARY 23, 2012

You may have noticed Charles Duhigg’s article “How Companies Learn Your Secrets” in this past weekend’s New York Times Magazine. The article deals with Target and how they use customer information to better understand buyer behavior. As an industry that is trying to do a better job listening to and acting upon the Voice of.

Magazine 200

Magazine Article Information Customers 200

InMoment XI

FEBRUARY 23, 2012

You may have noticed Charles Duhigg’s article “How Companies Learn Your Secrets” in this past weekend’s New York Times Magazine. The article deals with Target and how they use customer information to better understand buyer behavior. As an industry that is trying to do a better job listening to and acting upon the Voice of.

Magazine 200

Magazine Article Information Customers 200

InMoment XI

FEBRUARY 21, 2012

There are various misconceptions around first time new vehicle buyers. Some believe them to be the young 22 year old kid coming out of college or university. But is this really the case? Take a look and see what you think. It may surprise you.

Automotive 200

Automotive 200

InMoment XI

FEBRUARY 21, 2012

There are various misconceptions around first time new vehicle buyers. Some believe them to be the young 22 year old kid coming out of college or university. But is this really the case? Take a look and see what you think. It may surprise you.

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Customer Service Representative