InMoment XI
SEPTEMBER 27, 2010
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
Customers Rock!
SEPTEMBER 27, 2010
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.
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Service Untitled
SEPTEMBER 8, 2010
Employee engagement is the motivation, commitment, and loyalty of people working in order to further an organization's interest. Top companies recognize how this tremendous force can bring customer satisfaction, able suppliers to
Customer Interactions
SEPTEMBER 15, 2010
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. Because it’s difficult to know what could have happened had you not made those very same security investments. It’s tough to put a number on the unknown.
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Ventana Research named Verint an Exemplary Leader in the 2023 Customer Experience Management Value Index, leading in multiple categories including Adaptability, Manageability, Usability and Product Experience. Download the Index.
InMoment XI
SEPTEMBER 27, 2010
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
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
InMoment XI
SEPTEMBER 14, 2010
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
InMoment XI
SEPTEMBER 14, 2010
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
InMoment XI
SEPTEMBER 14, 2010
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
InMoment XI
SEPTEMBER 20, 2010
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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Want to know where CX is heading in 2023? From the Metaverse and Web3 to how macroeconomic influences are impacting CX, this Trend Report will give you a taste of what is to come in the year ahead and beyond.
InMoment XI
SEPTEMBER 20, 2010
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
InMoment XI
SEPTEMBER 20, 2010
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
InMoment XI
SEPTEMBER 7, 2010
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
InMoment XI
SEPTEMBER 7, 2010
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
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Read about Verint’s Digital Maturity Model, where we share real tactics and strategies to improve CX, based on what has worked for our clients around the world.
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InMoment XI
SEPTEMBER 7, 2010
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
Service Untitled
SEPTEMBER 13, 2010
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. Of 11000 American consumers surveyed
Service Untitled
SEPTEMBER 7, 2010
Customer loyalty is the attitude of a customer when he purchases a particular product of a particular brand over another. The customer retains that brand loyalty and re-purchases or re-uses that product or service
Service Untitled
SEPTEMBER 21, 2010
Every company needs a motivational vision; what you want your company to ultimately become. Training customer service representatives to understand and value what the organization is seeking will provide that sense of purpose
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When you launch a CX program, there is often an air of exuberance. A year or two later, however, it can feel like your program has flat-lined and you find it hard to make improvements. If your CX program is struggling, check out our latest whitepaper for tips on how to reverse the trend.
Service Untitled
SEPTEMBER 9, 2010
I was pulling into my office this morning when I heard a Zappos commercial on the radio. The purchaser told the customer service representative she had to return merchandise she received yesterday because she was “emotionally unable to
Service Untitled
SEPTEMBER 27, 2010
Productivity and efficiency is what an organization wants from a customer service team. In a call center, there are super stars, top performers, middle of the road workers, and low performers. It becomes a finely honed combination of
Service Untitled
SEPTEMBER 24, 2010
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 It was like a monsoon,” stated Gregory Sullivan 46
Service Untitled
SEPTEMBER 23, 2010
All businesses need to attract new customers, and ultimately customer service plays a profound part in the success of any modern-day enterprise. Assuming an organization has quality products, and they are reasonably priced
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Want more from your customer experience program? This whitepaper outlines 5 tactics to improve your CX strategy and take your program to the next level. Download your copy now!
Service Untitled
SEPTEMBER 17, 2010
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 as well as accessories
Service Untitled
SEPTEMBER 22, 2010
This is part three of a four part interview with Doria Camaraza, the Senior Vice President and General Manager of Fort Lauderdale Service Center for American Express. In this part of the interview, we talk about how customer service
Customer Interactions
SEPTEMBER 9, 2010
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.
Service Untitled
SEPTEMBER 3, 2010
This is part two of a four part interview with Doria Camaraza, the Senior Vice President and General Manager of Fort Lauderdale Service Center for American Express. This part of the interview includes information on how American Express
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Want to know where CX is heading in 2022? Check out our 7 key predictions on how CX will evolve over the coming year and beyond. Download your copy now!
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