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. 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
SEPTEMBER 21, 2010
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.
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. Why? Because it’s difficult to know what could have happened had you not made those very same security investments.
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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.
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 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 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 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.
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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
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.
Service Untitled
SEPTEMBER 8, 2010
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.
Service Untitled
SEPTEMBER 7, 2010
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.
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
SEPTEMBER 9, 2010
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.
Service Untitled
SEPTEMBER 23, 2010
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.
Service Untitled
SEPTEMBER 13, 2010
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.
Service Untitled
SEPTEMBER 3, 2010
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
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
Service Untitled
SEPTEMBER 17, 2010
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
Service Untitled
SEPTEMBER 27, 2010
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.
Service Untitled
SEPTEMBER 24, 2010
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
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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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.
Service Untitled
SEPTEMBER 22, 2010
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
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. 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
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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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