Service Untitled
MARCH 24, 2009
Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives The Disney Experience Douglas March 24, 2009 Customer Service , Little Things, Big Differences , Specific Companies 1 Comment Last week I blogged about how I would be going to Disney for a day.
InMoment XI
MARCH 21, 2009
In the past, companies primarily collected feedback from customers in order to identify and solve customer problems, keep tabs on call center agents, and make some adjustments to their business. However, today, thanks to new feedback management technologies, many companies are now actively soliciting and using customer feedback to monitor and improve their business's performance, uncover new opportunities for growth, identify emerging trends, refine internal processes, and chart a course for the
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Service Untitled
MARCH 4, 2009
Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Customer Service in Different Countries Douglas March 04, 2009 Customer Satisfaction , Customer Service 7 Comments The consulting company Accenture recently surveyed about 650 senior executives in different industries from 11 countries.
Service Untitled
MARCH 16, 2009
Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives First Contact Resolution Douglas March 16, 2009 Behind the Scenes , Customer Service Experience , Little Things, Big Differences 2 Comments First contact resolution is one of the most important things in customer service.
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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
MARCH 21, 2009
In the past, companies primarily collected feedback from customers in order to identify and solve customer problems, keep tabs on call center agents, and make some adjustments to their business. However, today, thanks to new feedback management technologies, many companies are now actively soliciting and using customer feedback to monitor and improve their business's performance, uncover new opportunities for growth, identify emerging trends, refine internal processes, and chart a course for the
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
InMoment XI
MARCH 17, 2009
The Enterprise Feedback Management (EFM) market continues to grow, even amidst the current economic environment. The underlying cause of this growth appears to be increased customer retention through real-time voice of the customer (VOC) programs. And there was certainly a lot of talk about this at the recent Gartner CRM conference in London. The fact that this is being talked about so much is evidence that the market has matured significantly in the past 12 months.
InMoment XI
MARCH 17, 2009
The Enterprise Feedback Management (EFM) market continues to grow, even amidst the current economic environment. The underlying cause of this growth appears to be increased customer retention through real-time voice of the customer (VOC) programs. And there was certainly a lot of talk about this at the recent Gartner CRM conference in London. The fact that this is being talked about so much is evidence that the market has matured significantly in the past 12 months.
InMoment XI
MARCH 17, 2009
The Enterprise Feedback Management (EFM) market continues to grow, even amidst the current economic environment. The underlying cause of this growth appears to be increased customer retention through real-time voice of the customer (VOC) programs. And there was certainly a lot of talk about this at the recent Gartner CRM conference in London. The fact that this is being talked about so much is evidence that the market has matured significantly in the past 12 months.
InMoment XI
MARCH 5, 2009
In nearly every survey project, three questions inevitably come up: Whom do I need to survey? How do I know if I’m surveying the right people? And how many survey responses do I need to ensure that my survey results will be accurate? These are all very worthy questions. And to help you answer them, following are ten tips for developing and conducting a survey, as well as getting better survey data results.
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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
MARCH 5, 2009
In nearly every survey project, three questions inevitably come up: Whom do I need to survey? How do I know if I’m surveying the right people? And how many survey responses do I need to ensure that my survey results will be accurate? These are all very worthy questions. And to help you answer them, following are ten tips for developing and conducting a survey, as well as getting better survey data results.
InMoment XI
MARCH 5, 2009
In nearly every survey project, three questions inevitably come up: Whom do I need to survey? How do I know if I’m surveying the right people? And how many survey responses do I need to ensure that my survey results will be accurate? These are all very worthy questions. And to help you answer them, following are ten tips for developing and conducting a survey, as well as getting better survey data results.
InMoment XI
MARCH 4, 2009
The National Credit Union Association (NCUA)'s Corporate Stabilization Program will have a significant impact on credit unions. There will be a cost to every credit union, but no one yet knows exactly how much or how many times credit unions will be asked to contribute. At some level the challenge facing credit unions is the same challenge we are all facing: How can we get by with less?
InMoment XI
MARCH 4, 2009
The National Credit Union Association (NCUA)'s Corporate Stabilization Program will have a significant impact on credit unions. There will be a cost to every credit union, but no one yet knows exactly how much or how many times credit unions will be asked to contribute. At some level the challenge facing credit unions is the same challenge we are all facing: How can we get by with less?
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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InMoment XI
MARCH 4, 2009
The National Credit Union Association (NCUA)'s Corporate Stabilization Program will have a significant impact on credit unions. There will be a cost to every credit union, but no one yet knows exactly how much or how many times credit unions will be asked to contribute. At some level the challenge facing credit unions is the same challenge we are all facing: How can we get by with less?
Service Untitled
MARCH 20, 2009
Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Upcoming: The Disney Experience Douglas March 20, 2009 Service Untitled 1 Comment I’m going to be going to Disney World tomorrow for a little while and I’m looking forward to being apart of and hopefully noticing some of the interesting service and guest experience tricks Disney uses in its many parks.
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