InMoment XI

DECEMBER 12, 2011

It has been a joy to watch our clients’ Voice of Customer initiatives season and mature over the last few years. Some things do get better with age, and a finely-honed VoC initiative is no exception. This is a reminder, however, to continue sweating the small stuff. Specifically, I mean reacting to tactical customer feedback in a prompt fashion: Addressing customer concerns and complaints swiftly and sincerely with empathy, and responding quickly to customer compliments to reinforce their enthus

Voice of Customer 200

Voice of Customer Fashion Customers Feedback 200

Service Untitled

DECEMBER 5, 2011

American Express Global Customer Barometer, a survey conducted in ten countries examined the public attitudes and preferences of consumers toward customer service. While Australian customers ranked high as the most vocal when it comes to bad customer service, the results and feelings of consumers are still universal. Just think about the effects of poor customer service on our own shores and how easily bad news spreads so quickly.

Poor Customer Service 53

Poor Customer Service Customer Service Brands Airlines 53

Very Best Service

DECEMBER 8, 2011

'Is it the end of bread and butter service ? The increasing sophistication of marketing tools and techniques mean that many businesses have upped their game to improve the shopping experience they offer to their customers. These activities can lead to the creation of extra layers of costs and inefficiencies which are not always fully valued by the customers.

Customer Service 40

Customer Service Retail Customers Marketing 40

Sampson Lee

DECEMBER 1, 2011

Ro King and her niece explore Paris through emerging channels and touch-points in the era of Internet—managing your brand equals managing the TCE. Summer in Paris by Ro King, Global CEM International Partner – the United States Many teenage girls dream of visiting Paris and this summer, I was able to make that dream come […].

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2011 CEM Customer Experience Brands 40

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Customers

Brad Cleveland Blog

DECEMBER 7, 2011

By harnessing what’s learned from interacting with customers, contact centers (call centers) have enormous potential to provide valuable intelligence and support to other parts of the company.

Contact Center 20

Contact Center Call Center Customer Satisfaction Interaction 20

InMoment XI

DECEMBER 12, 2011

It has been a joy to watch our clients’ Voice of Customer initiatives season and mature over the last few years. Some things do get better with age, and a finely-honed VoC initiative is no exception. This is a reminder, however, to continue sweating the small stuff. Specifically, I mean reacting to tactical customer feedback in a prompt fashion: Addressing customer concerns and complaints swiftly and sincerely with empathy, and responding quickly to customer compliments to reinforce their enthus

Voice of Customer 200

Voice of Customer Fashion Customers Feedback 200

Service Untitled

DECEMBER 13, 2011

There are four key ways that senior leaders can make sure they stay in the loop regarding customer issues: 1. Spend Time Talking to Employees. Senior leaders should use a structured process for interacting with employees so front-line issues can be discussed. This is important for both leaders and as well as employees in that it makes workers feel valued but also helps senior management better understand the things staff are dealing with.

Leadership 53

Leadership Measurement Consulting Customers 53

InMoment XI

DECEMBER 12, 2011

It has been a joy to watch our clients’ Voice of Customer initiatives season and mature over the last few years. Some things do get better with age, and a finely-honed VoC initiative is no exception. This is a reminder, however, to continue sweating the small stuff. Specifically, I mean reacting to tactical customer feedback in a prompt fashion: Addressing customer concerns and complaints swiftly and sincerely with empathy, and responding quickly to customer compliments to reinforce their enthus

Voice of Customer 200

Voice of Customer Fashion Customers Feedback 200

Service Untitled

DECEMBER 16, 2011

In a global survey, Accenture wrote about deteriorating customer service and how most of us have at least switched one of our own service providers because we were displeased that our expectations had not been met. Now in the great realm of this very complicated world, happiness with a company might be perceived differently – that is depending on what we expect, how and of course to what extent.

Customer Service 50

Customer Service 2010 Airlines Customers 50

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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

Retail

Service Untitled

DECEMBER 8, 2011

I was having lunch with a colleague and we were talking about some issues she was having at work. She was saying how difficult it was to get her senior leadership to understand issues the front-line employees deal with every day. She shared concerns for what she described as a big disconnect between employees who interact with the customers and upper management.

Leadership 48

Leadership Consulting Management Interaction 48

Service Untitled

DECEMBER 20, 2011

There’s a December 25 deadline, so it’s not really optional whether or not we want to wait at a checkout line – that is unless we shop online. This year, according to a Deloitte survey, online shopping is up in the United States from one-third last year to one-half this year showing more consumers opting to stay away from shopping malls.

Banking 46

Banking Entertainment Consumers Retail 46

Service Untitled

DECEMBER 12, 2011

The next time you’re sitting in one of those impossibly uncomfortable hard plastic seats at Newark International Airport and you see a suggestion box hidden somewhere, slip a picture of Singapore’s Changi International Airport in there. It’s certain to be an experience any traveler will remember for years to come. In the online blog The Middle Seat , Scott McCartney writes about Andrew Tregonning and his wife’s experience covering the joys of an airport.

Customer Service 52

Customer Service Travel Airlines 2009 52

Service Untitled

DECEMBER 30, 2011

The airlines seem to frequently score high grades in the customer service rudeness polls, but every once in a while we need to acknowledge those who go above and beyond what is expected and congratulate the company for hiring and maintaining such excellent employees – you know those dedicated people who don’t have to read those extra customer service suggestions in their manuals.

Airlines 45

Airlines Hotels Travel Customer Service 45

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

DECEMBER 1, 2011

Black Friday and Cyber Monday certainly hit the news. Between the deals that started Thanksgiving night when the turkey was barely off the dining room table to Cyber Monday when the children just crawled into their beds Sunday night only to be awakened by the sound of mom’s manicured nails tapping at the keys and hitting “shopping cart,” the frenzy continued.

Customer Service 45

Customer Service 2011 Sports Retail 45

Service Untitled

DECEMBER 27, 2011

Just days before Christmas, Best Buy canceled online orders dating back to November because it ran out of some of the hot merchandise. Target’s website crashed twice while Wal-Mart and Barney’s also ran out of popular inventory. Best Buy apologized for the inconvenience and offered gift cards to affected shoppers, but shoppers have long memories and having to get out into the world of shopping malls just days before Santa is due to arrive can harbor some long-lasting ill feelings abo

Retail 44

Retail Consumers Customer Service Strategies Customer Service 44

InMoment XI

DECEMBER 16, 2011

For those who haven’t seen this video, this is cool. Sebastian Vettel at the wheel of the Red Bull simulator doing a lap of Spa. Why can’t all video games be like this? We talk a lot in the industry about “fun to drive.” This is fun to drive! Enjoy.

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InMoment XI

DECEMBER 8, 2011

In a recent industry presentation, Volkswagen of America’s President and Chief Executive Jonathan Browning said one of the key pillars of his growth strategy will be the improvement of customer satisfaction. Browning is not alone in making such a statement as other executives have established similar goals for their organizations. I find this very interesting.

Retail 200

Retail Customer Satisfaction Presentation Article 200

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

DECEMBER 8, 2011

In a recent industry presentation, Volkswagen of America’s President and Chief Executive Jonathan Browning said one of the key pillars of his growth strategy will be the improvement of customer satisfaction. Browning is not alone in making such a statement as other executives have established similar goals for their organizations. I find this very interesting.

Retail 200

Retail Customer Satisfaction Presentation Article 200

InMoment XI

DECEMBER 8, 2011

In a recent industry presentation, Volkswagen of America’s President and Chief Executive Jonathan Browning said one of the key pillars of his growth strategy will be the improvement of customer satisfaction. Browning is not alone in making such a statement as other executives have established similar goals for their organizations. I find this very interesting.

Retail 200

Retail Customer Satisfaction Presentation Article 200

Sampson Lee

DECEMBER 1, 2011

Alice Tse loves Amsterdam and Mainland Chinese love Hong Kong for different reasons; identify your battles – touch-point experiences – to win and to lose. I amsterdam: A City of Differences by Alice Tse, Global CEM Operations Director – Hong Kong ‘I amsterdam’ is the name of the official English-language website for the City of […].

CEM 40

CEM Blog Customer Experience Customers 40

InMoment XI

DECEMBER 22, 2011

Understanding why your customers enter the market when they did is important in developing strategic initiatives.

Marketing 200

Marketing Automotive Customers 200

Advertiser: ZoomInfo

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.

Marketing

InMoment XI

DECEMBER 22, 2011

Understanding why your customers enter the market when they did is important in developing strategic initiatives

Marketing 200

Marketing Customers 200

InMoment XI

DECEMBER 22, 2011

Understanding why your customers enter the market when they did is important in developing strategic initiatives

Marketing 200

Marketing Customers 200

InMoment XI

DECEMBER 31, 2011

Organizations must learn from their failures in 2011 to grow the business successfully in 2012.

2011 200

2011 2012 Automotive 200

InMoment XI

DECEMBER 31, 2011

Organizations must learn from their failures in 2011 to grow the business successfully in 2012

2011 200

2011 2012 200

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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

Customer Service Representative