Service Untitled
JANUARY 10, 2011
With the current economic condition, many organizations have been forced to cut costs and reduce staffing levels. These kinds of business decisions can affect the remaining employee’s ability to stay positive and not focus on the negative. Employees need to be actively engaged so they can add value to the organization. The customer experience can be significantly affected when employees are not engaged.
Customers Rock!
JANUARY 17, 2011
How can companies get their customers more engaged and involved? Social media has been making it easier for user-generated content to appear as part of a brand’s marketing, usually with consumers. If a consumer is truly a loyal fan of that brand, they will be very excited to see their submission being used by their favorite company. There are many, many examples of companies using these tactics for marketing buzz and excitement as part of a social media campaign.
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InMoment XI
JANUARY 24, 2011
Customer relationships are dynamic, never static. Customers’ perceptions and beliefs are continuously evolving. Each customer interaction with your company (either direct or indirect) has the power to strengthen, weaken, or destroy customer relationships. Can you afford the risk of not capturing your customers’ voices on a regular and consistent basis?
Very Best Service
JANUARY 27, 2011
'Customer service is entirely about meeting clients expectations and needs. Companies invest very significant amounts of money to finance the gathering of data based on questionnaires and purchasing habits. The most sophisticated are now moving to lifestyle analysis in order to develop more holistic offers. But what about the mood? A "know your client intimately" initiative should allow companies to find out what clients want now and adjust their services accordingly.
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Brad Cleveland Blog
JANUARY 11, 2011
A few month back, the Wall Street Journal ran a piece that concludes that “companies are trying harder to please customers amid the recession – and it appears to be working.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Service Untitled
JANUARY 28, 2011
Customer experiences ultimately make the difference between customers walking through the door of your business or that of your competition. It doesn’t happen by chance because all functions in an organization need to be aligned in order for the process to run perfectly. We want those customers to become fans; think Pittsburgh Steelers and Greenbay Packers Superbowl – the ultimate in “wow&# experience.
Customers Rock!
JANUARY 27, 2011
I was recently contacted by the team running the Net Promoter Conference in Miami Beach next week, February 3 and 4. If you are a customer experience or other customer-centric professional, this is one event you should consider attending. I was fortunate enough to be able to interview Richard Owen, CEO of Satmetrix (who I have interviewed previously on Customers Rock!
InMoment XI
JANUARY 24, 2011
Customer relationships are dynamic, never static. Customers’ perceptions and beliefs are continuously evolving. Each customer interaction with your company (either direct or indirect) has the power to strengthen, weaken, or destroy customer relationships. Can you afford the risk of not capturing your customers’ voices on a regular and consistent basis?
Very Best Service
JANUARY 20, 2011
'How to define customer service? Agreeing an universal customer service definition is not an easy task. Numerous procedures, books and manuals illustrate the excellent contributions made to come up with the best customer service definition. The formula is then applied to the business environment in an attempt to define a rigid framework for customer service.
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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
Brad Cleveland Blog
JANUARY 11, 2011
A few month back, the Wall Street Journal ran a piece that concludes that “companies are trying harder to please customers amid the recession – and it appears to be working.
Customer Interactions
JANUARY 26, 2011
'So what exactly does IT have to do with Security? These days, more than you might think. NICE Systems’ Dr. Bob Banerjee weighs in on the topic in this article published in Security Magazine. (Note: you will need to register on Security Magazine’s website to access the article.).
Service Untitled
JANUARY 27, 2011
The top companies never create doubt with their customers. They provide flawless service of the highest caliber thus creating high levels of customer trust. Not every company can operate as consistently as the Ritz Carlton or Zappos, but positive problem resolution can build customer engagement. Now the question is how can an organization that experiences a problem regain their professional composure and still maintain that ever sought after customer engagement?
Service Untitled
JANUARY 20, 2011
Every business knows in order to keep customers, the organization needs to understand what is important. For instance, a company concentrates on core values including hiring, firing, promotions, slogans, and of course the products and services. In the normal realm of business, as we all look for the leading edge, it is most frequently price competition or offering more features at more attractive prices that bring us new customers and keep the old ones.
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
JANUARY 13, 2011
Everyone needs medical attention from time to time, and the professional medical community needs to think convenience, price, quality, and partnership. It used to be that a three-hour wait in the emergency room for a broken bone was to be expected, but that miserable experience has now gone the way of the dinosaur. Why? Customer service and expectations have changed the genre of urgent care as well as routine medical services.
Service Untitled
JANUARY 3, 2011
Is it really poor customer service or do we as consumers expect too much? Do people really boycott businesses and restaurants the first time we feel we are treated poorly? When I first graduated from college, and of course I was poor, I purchased what to me was a very expensive white shirt with navy blue trim from Macy’s. I didn’t wear it for a while because it was way beyond my budget at the time, and so I waited for a special occasion to dress up and show it off.
Service Untitled
JANUARY 7, 2011
ForeSee, a market research consulting company which rates website satisfaction reports both Amazon.com and Netflix.com as the best online retailers for customer satisfaction. Both companies scored 86 out of 100 – any score over 80 considered to be excellent. This is the sixth year of the survey, and both companies have consistently done well. What made Netflix so successful in the customer satisfaction category and how can we apply their success to our e-commerce future successes?
Service Untitled
JANUARY 24, 2011
Some critics say that customer satisfaction surveys are merely retailer popularity contests, but I disagree. When the same organizations continue to rise to the top of survey after survey and that special quality sets them apart from their competition, there is most likely something to learn and serious food for thought. In Australia, Morgan Research surveyed 448 customers who had made purchases in the last four weeks in the non-food category of retailers.
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
JANUARY 19, 2011
We’re a few weeks into the new year, and most of us are looking forward to a profitable 2011. In the real estate market, the past few years have been challenging, however customer satisfaction strategies remain an important key to success. I work in a progressive and staff empowering office, and thought today I would share some of the strategies the manager of our office uses to help agents promote customer satisfaction.
Service Untitled
JANUARY 25, 2011
In Great Britain, Mary Portas used to help failing businesses get back on the right path, but now she has changed sides and stars in a customer service reality show. I admit I sometimes get hooked on reality shows; American Idol, New Jersey Housewives, and a few others, but now we make way for hidden cameras and mystery shoppers as the lack of customer service is exposed for all the world to see.
Service Untitled
JANUARY 4, 2011
The case of Systemgraph, a support company approved by Apple, and Greek physician Dimitris Papadimitriadis are becoming an Internet sensation, and it’s all about customer service or the lack thereof – depending which side you find defensible that is. Papadimitriadis had trouble with his iMac and took it to Systemgraph for repair. He did not purchase the computer from Systemgraph.
Service Untitled
JANUARY 31, 2011
Manchester Airport’s Terminal in London introduced holographic customer service agents today. Yes, no kidding, and the holographic images, reproduced from real-life customer agents Julie Caper and John Walsh have been deployed at the entrance to the security area of the airport. Some passengers have even tried to hand their passports to the holograms; that’s realistic.
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Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr
Service Untitled
JANUARY 17, 2011
Rachael Parcht, customer service representative for AT&T may have just been having an incredibly bad day, but that hardly can be viewed as an excuse for her terrible conduct on Twitter. Parecht’s tweet stated in part, but you’ll get the gist: “I am an AT&T customer care representative, and if I credit every crazy person who called in, I’d get fired.&#.
Service Untitled
JANUARY 6, 2011
In the UK, police chiefs are taking some customer service tips from a popular department store named John Lewis where customer service is treated as a skill. It seems a recent survey revealed that officers “answered their mobile phones while talking to people or had unprofessional musical ring tones.&#. Now I’m not sure if unprofessional ring tones should be a significant complaint of a police officer’s lack of customer service skills, but the idea presented more ideas that hav
Service Untitled
JANUARY 21, 2011
Last night several of us were at a new restaurant in town to celebrate a friend’s new job. It was 7:00; prime dining time in crowded Palm Beach, but that’s just part of the dining experience in this town. What is not part of the experience however is poor service; no one expects service failures, but no one wants to see a party of four raising their voices, losing their tempers, or threatening the servers.
InMoment XI
JANUARY 24, 2011
Customer relationships are dynamic, never static. Customers’ perceptions and beliefs are continuously evolving. Each customer interaction with your company (either direct or indirect) has the power to strengthen, weaken, or destroy customer relationships. Can you afford the risk of not capturing your customers’ voices on a regular and consistent basis?
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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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