Service Untitled
JUNE 5, 2012
It’s not that we need surveys to show which organizations step out of the box to ensure a concierge level of excellence so coveted by consumers; organizations like Zappos, Amazon, and Nordstrom essentially offer everyone “fantastic” service. Customers who feel they have been treated royally will return to spend more money and even pay a premium for products or services.
InMoment XI
JUNE 26, 2012
Seems pretty straightforward. We teach our kids about it. We expect it from our colleagues. We demand it from companies we buy from. But in hard number terms, what’s the benefit to dealers if they’re honest, and probably more important, perceived as being honest by their customers? We explore this relationship in today’s Ride. Thanks.
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Very Best Service
JUNE 20, 2012
'Should you want it or not, your company customer service performance is very likely to be a key determinant of its future success. Customer service as a rainmaker ? Its impact can not be underestimated but should conditions deteriorate and bring a little rain, make sure that all your customer service efforts bring a little ray of sunshine to spectacular effect.
Brad Cleveland Blog
JUNE 24, 2012
Call Center Management On Fast Forward: Succeeding in the New Era of Customer Relationships (third edition) hits the shelves in May 2012. This podcast is also available as an article: An Overview Of My Upcoming Book Call Center Management On Fast Forward: Succeeding in the New Era of Customer Relationships (third edition) hits the shelves in May 2012.
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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.
Customer Interactions
JUNE 27, 2012
'Urgent Communications’ Editor Glenn Bischoff recently caught up with Diamond Chaflawee, NICE Systems’ Director of Marketing for the Public Safety Sector, at NENA. Diamond gave Glenn a primer on NICE Inform’s Next Gen 9-1-1 capabilities and talked about some of the new features of Inform coming down the road. In this video interview Diamond discusses how in the future PSAPs will be able to use NICE Inform to capture and manage any traffic coming through the ESInet, including SI
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Service Untitled
JUNE 25, 2012
In one of the most successful self-help books, The 7 Habits of Highly Effective People , author Stephen Covey identifies the elements truly effective people use regularly as tools towards their success. No matter how quickly technology continues to dazzle us with innovative ways to contact our customers, understand new products, or strive to make purchasing convenient and quick, satisfied customers and our future relationships with them are what keeps our businesses growing.
Service Untitled
JUNE 18, 2012
It seems that even the TSA is under scrutiny as to their lack of customer service, and passengers who have encountered problems trying to navigate through the woes of 21st century airport security have a valid argument. TSA Administrator John Pistole stated in a recent interview on CNN that less intrusive rules have been implemented lately. For instance, passengers over the age of 75 are no longer required to shed their coats or take off their shoes while going through security.
InMoment XI
JUNE 26, 2012
Seems pretty straightforward. We teach our kids about it. We expect it from our colleagues. We demand it from companies we buy from. But in hard number terms, what’s the benefit to dealers if they’re honest, and probably more important, perceived as being honest by their customers? We explore this relationship in today’s Ride. Thanks.
InMoment XI
JUNE 26, 2012
Seems pretty straightforward. We teach our kids about it. We expect it from our colleagues. We demand it from companies we buy from. But in hard number terms, what’s the benefit to dealers if they’re honest, and probably more important, perceived as being honest by their customers? We explore this relationship in today’s Ride. Thanks.
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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
JUNE 22, 2012
Not playing favourites, but I believe Hyundai has taken the lead in incorporating the coming zombie apocalypse into their vehicle design. They have partnered with Robert Kirkman, the creator of The Walking Dead comic book series, to design a vehicle that will survive the inevitable. Kirkman appears to have incorporated noteworthy features into the vehicle.
InMoment XI
JUNE 22, 2012
Not playing favourites, but I believe Hyundai has taken the lead in incorporating the coming zombie apocalypse into their vehicle design. They have partnered with Robert Kirkman, the creator of The Walking Dead comic book series, to design a vehicle that will survive the inevitable. Kirkman appears to have incorporated noteworthy features into the vehicle.
InMoment XI
JUNE 22, 2012
Not playing favourites, but I believe Hyundai has taken the lead in incorporating the coming zombie apocalypse into their vehicle design. They have partnered with Robert Kirkman, the creator of The Walking Dead comic book series, to design a vehicle that will survive the inevitable. Kirkman appears to have incorporated noteworthy features into the vehicle.
InMoment XI
JUNE 18, 2012
In this the second of two postings, I want to look at the implications of bringing younger customers into the brand. If you have this as a strategy, just be prepared for what it means on some key metrics.
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
JUNE 18, 2012
In this the second of two postings, I want to look at the implications of bringing younger customers into the brand. If you have this as a strategy, just be prepared for what it means on some key metrics.
InMoment XI
JUNE 18, 2012
In this the second of two postings, I want to look at the implications of bringing younger customers into the brand. If you have this as a strategy, just be prepared for what it means on some key metrics.
InMoment XI
JUNE 12, 2012
Most companies still haven’t developed a mature enough understanding of CX or mature enough CX practices to keep the discipline alive when today’s hype dies down. But we can still do a number of things to help secure the future for the sake of our customers, our companies, and our careers. Here are three approaches that VoC practitioners in particular need to pursue to make their programs stick.
InMoment XI
JUNE 12, 2012
Most companies still haven’t developed a mature enough understanding of CX or mature enough CX practices to keep the discipline alive when today’s hype dies down. But we can still do a number of things to help secure the future for the sake of our customers, our companies, and our careers. Here are three approaches that VoC practitioners in particular need to pursue to make their programs stick.
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
InMoment XI
JUNE 12, 2012
Most companies still haven’t developed a mature enough understanding of CX or mature enough CX practices to keep the discipline alive when today’s hype dies down. But we can still do a number of things to help secure the future for the sake of our customers, our companies, and our careers. Here are three approaches that VoC practitioners in particular need to pursue to make their programs stick.
InMoment XI
JUNE 11, 2012
The first step in developing a marketing strategy is to understand who is buying the product. Pretty fundamental but it’s essential. Today’s posting looks at the age of who exactly is buying our vehicles in the US and Canada. Let me know what you think and have a good week. Chris.
InMoment XI
JUNE 11, 2012
The first step in developing a marketing strategy is to understand who is buying the product. Pretty fundamental but it’s essential. Today’s posting looks at the age of who exactly is buying our vehicles in the US and Canada. Let me know what you think and have a good week.
InMoment XI
JUNE 11, 2012
The first step in developing a marketing strategy is to understand who is buying the product. Pretty fundamental but it’s essential. Today’s posting looks at the age of who exactly is buying our vehicles in the US and Canada. Let me know what you think and have a good week.
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.
InMoment XI
JUNE 8, 2012
OK folks. It’s Friday afternoon. It’s been a long week and I’m feeling a little punchy. Because of that, I want to share something with you that you might enjoy, if not at the office this PM (shame, shame) but more likely at some point during the weekend. Some of you may have seen it. View Article.
InMoment XI
JUNE 8, 2012
OK folks. It’s Friday afternoon. It’s been a long week and I’m feeling a little punchy. Because of that, I want to share something with you that you might enjoy, if not at the office this PM (shame, shame) but more likely at some point during the weekend. Some of you may have seen it.
InMoment XI
JUNE 8, 2012
OK folks. It’s Friday afternoon. It’s been a long week and I’m feeling a little punchy. Because of that, I want to share something with you that you might enjoy, if not at the office this PM (shame, shame) but more likely at some point during the weekend. Some of you may have seen it.
InMoment XI
JUNE 2, 2012
This week the Wall Street Journal had a piece on electric vehicles and the challenges facing the adoption of this technology. One of the fundamental issues is to determine whether or not there is sufficient consumer demand. Without that, what’s the point? In this posting we look at what US consumers are telling us re. View Article.
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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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