September, 2010

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Linking operational data with survey data

InMoment XI

You have a well-designed, comprehensive feedback program in place, with several gigabytes of data on employee and customer satisfaction, loyalty and engagement. Now is the time to maximize the actionability of your VOC (Voice of the Customer) and VOE (Voice of the Employee) initiatives and optimize the ROI realized from your feedback program.

ROI 200
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From Reach to Relationships: microMarketing Chapter Review

Customers Rock!

I was recently asked to participate in a review of Greg Verdino ’s book MicroMarketing: Get Big Results by Thinking and Acting Small This is not to be an ordinary book review, however, although I enjoy doing those on occasion. I was asked to participate in a chapter-by-chapter review. Per the request, “In essence, the chapter-by-chapter review process is a way for us to offer experts in each area the opportunity to review chapters that correlate directly with their area(s) of experti

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Service Untitled» Blog Archive » Employing company vision in.

Service Untitled

Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Employing company vision in customer service training Cheryl September 21, 2010 Culture , Customer Satisfaction , Customer Service , Hiring & Training 1 Comment Every company needs a motivational vision; what you want your company to ultimately become.

Blog 47
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Security can save you money – Oxymoron?

Customer Interactions

'It’s well known that security – and everything that comes along with it (the human resources, the technology) can be pretty costly. But can it actually save money? The prevailing perception is that you can never know what security “saved” your organization. Why? Because it’s difficult to know what could have happened had you not made those very same security investments.

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11 Tips to Drive Learning Content Consumption

Elevate your member education initiatives This eBook will explore: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? You’ll discover why measuring content consumption is pivotal for program success and explore effective tactics to boost overall engagement.

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Linking operational data with survey data

InMoment XI

You have a well-designed, comprehensive feedback program in place, with several gigabytes of data on employee and customer satisfaction, loyalty and engagement. Now is the time to maximize the actionability of your VOC (Voice of the Customer) and VOE (Voice of the Employee) initiatives and optimize the ROI realized from your feedback program.

ROI 200

More Trending

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Using social media to gain an advantage

InMoment XI

Social media has become the no. 1 online activity, so it’s essential for businesses to pay attention. When a small percentage of customers share their experiences with your company via social media, you have an opportunity to engage or re-engage these customers.

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Using social media to gain an advantage

InMoment XI

Social media has become the no. 1 online activity, so it’s essential for businesses to pay attention. When a small percentage of customers share their experiences with your company via social media, you have an opportunity to engage or re-engage these customers.

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Using social media to gain an advantage

InMoment XI

Social media has become the no. 1 online activity, so it’s essential for businesses to pay attention. When a small percentage of customers share their experiences with your company via social media, you have an opportunity to engage or re-engage these customers.

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Offer a tasty and engaging survey to improve results

InMoment XI

The goal of any survey builder is to get responders to stay for dinner and finish the conversation. After all, isn’t a survey just a conversation? You ask engaging questions and expect the responder to give you a full, satisfying response. Here are some basic best practices for keeping respondents engaged in dinner/survey conversation.

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Guide to Business Writing

Everything you need to know about better business writing in one place. This is a complete guide to business writing — from a clear business writing definition to tips on how to hone your business writing skills.

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Offer a tasty and engaging survey to improve results

InMoment XI

The goal of any survey builder is to get responders to stay for dinner and finish the conversation. After all, isn’t a survey just a conversation? You ask engaging questions and expect the responder to give you a full, satisfying response. Here are some basic best practices for keeping respondents engaged in dinner/survey conversation.

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Offer a tasty and engaging survey to improve results

InMoment XI

The goal of any survey builder is to get responders to stay for dinner and finish the conversation. After all, isn’t a survey just a conversation? You ask engaging questions and expect the responder to give you a full, satisfying response. Here are some basic best practices for keeping respondents engaged in dinner/survey conversation.

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Service Untitled» Blog Archive » Employee engagement is a force.

Service Untitled

Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Employee engagement is a force behind success Cheryl September 08, 2010 Behind the Scenes , Employees , Hiring & Training 2 Comments Employee engagement is the motivation, commitment, and loyalty of people working in order to further an organization’s interest.

Blog 46
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Service Untitled» Blog Archive » What creates customer loyalty?

Service Untitled

Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives What creates customer loyalty? Cheryl September 07, 2010 Customer Satisfaction , Specific Companies No Comments Customer loyalty is the attitude of a customer when he purchases a particular product of a particular brand over another.

Loyalty 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 » Help your customer service staff.

Service Untitled

Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Help your customer service staff to help your business succeed Cheryl September 09, 2010 Behind the Scenes , Customer Service , Hiring & Training 1 Comment I was pulling into my office this morning when I heard a Zappos commercial on the radio.

Blog 44
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Service Untitled» Blog Archive » Use innovative ideas to convey.

Service Untitled

Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Use innovative ideas to convey customer service priorities to clients Cheryl September 23, 2010 Customer Service , Little Things, Big Differences , Proactive No Comments All businesses need to attract new customers, and ultimately customer service plays a profound part in the success of any modern-day enterprise.

Blog 43
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Service Untitled» Blog Archive » American consumers report.

Service Untitled

Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives American consumers report downward trends in customer service satisfaction Cheryl September 13, 2010 Customer Satisfaction , Customer Service No Comments Empathica Inc., a Georgia provider of Customer Experience Management reported American consumers feel customer service satisfaction has slipped since the first quarter of the year.

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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 2 of 4 Douglas September 03, 2010 Behind the Scenes , Culture , Customer Satisfaction , Employees , Interviews , Little Things, Big Differences , Specific Companies , Surveys No Comments This is part two of a four part interview with Doria Camaraza, the Senior Vice President and

Blog 41
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The Open CCaaS Advantage Report

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

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Service Untitled» Blog Archive » Impact of poor customer service.

Service Untitled

Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Impact of poor customer service in retail sales Cheryl September 17, 2010 Culture , Customer Satisfaction , Specific Companies 1 Comment On the other side of the world, Meyer Stores are the largest department stores in the country, operating in over 65 locations across Australia selling all brands of clothing for women, men, and children

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Service Untitled» Blog Archive » Quality vs. quantity in 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 Quality vs. quantity in customer service Cheryl September 27, 2010 Behind the Scenes , Customer Satisfaction , Customer Service No Comments Productivity and efficiency is what an organization wants from a customer service team.

Blog 44
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Service Untitled» Blog Archive » Starbucks kicks customers out in.

Service Untitled

Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Starbucks kicks customers out in New York storm Cheryl September 24, 2010 Angry Customers , Customer Service Experience , Specific Companies 2 Comments It’s an interesting question if Starbucks customer service promises flew out the door as eight customers were kicked out during a freak storm in Long Island last week. “It was

Blog 44
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Why sales VP’s should care about customer surveys

InMoment XI

Sales managers are increasingly looking into the idea of using customer feedback tools (surveys, Twitter, etc) to help identify customers who are likely to defect to the competition and rescue them before it is too late.

Sales 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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Why sales VP’s should care about customer surveys

InMoment XI

Sales managers are increasingly looking into the idea of using customer feedback tools (surveys, Twitter, etc) to help identify customers who are likely to defect to the competition and rescue them before it is too late.

Sales 200
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Why sales VP’s should care about customer surveys

InMoment XI

Sales managers are increasingly looking into the idea of using customer feedback tools (surveys, Twitter, etc) to help identify customers who are likely to defect to the competition and rescue them before it is too late.

Sales 200
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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 3 of 4 Douglas September 22, 2010 Behind the Scenes , Culture , Interviews , Little Things, Big Differences , Specific Companies No Comments This is part three of a four part interview with Doria Camaraza, the Senior Vice President and General Manager of Fort Lauderdale Service C

Blog 41
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Next stop on the PSA Education Tour - Houston, Texas

Customer Interactions

'I’m just getting ready to head out to Houston, TX for my next stop on the PSA Security Network’s Education Tour, September 14-15, 2010. The two-day session is open to PSA members and non-members. I’m sure this event will build on the success of the first one in Pine Brook, NJ a few weeks back. And yes, we’ll be presenting the same controversial material that made the room in New Jersey go very quiet while people looked down solemnly at their sheets of paper, contemplatin

2010 30
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How Intent Data Helps Marketers Convert A-List Accounts

One of the biggest challenges for any B2B marketer is understanding your prospects’ next move — who is most likely to buy and when. Without these insights, marketing campaigns can feel more like guesswork, with high investment and little return. We’re here to tell you there’s a better way. By tracking buyers’ digital footprints and online activity, such as website visits, product reviews, and spikes in content consumption, you can engage prospects with a message that really resonates.