InMoment XI
SEPTEMBER 26, 2012
Companies that implement customer engagement or customer experience programs must know the foundational factors that create a customer centric culture, such as great leadership and targeted communication. However, knowing where you are going and what success looks like for your company, and your business objectives are just as important as the foundational activities.
Service Untitled
SEPTEMBER 5, 2012
Although a customer service agent might be overheard saying they prefer to be in the background when it comes to sales positions, the talents of customer service representatives also take a paramount position in successful sales and marketing. The leadership role, as well as the emotional tone and empathy a customer service agent can impart upon a customer, is what can make a lasting impression that may either result in the consumer moving on to the next company and competition or singing a com
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Very Best Service
SEPTEMBER 17, 2012
'Is your company trading on thin ice? Any company''s approach to customer service must be solid. Whilst it might be tempting to go to market quickly, putting only limited care in assessing the environment might present some serious risks. If the customer fundamentals have been misjudged, a sunny start to trading activities might quickly turn into a disaster scenario.
Customer Interactions
SEPTEMBER 12, 2012
'The business world’s attention is on Latin America. More specifically, on Brazil. With purchasing power expanding across all socio-economic classes, the Brazilian economy is booming. Furthermore, while the global economic recession has affected public and private spending in other countries around the world, it has not touched Brazil, which makes the country even more attractive for foreign companies looking to ride the wave of growth.
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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.
Brad Cleveland Blog
SEPTEMBER 7, 2012
Brad explains how successful organizations cultivate profitable relationships. Steps include understanding your customers, interacting with them personally, segmenting them sensibly, retaining the right customers, anticipating customers needs and offering solutions, increasing the value you provide, presenting a “single face” for your customers, creating business rules to automate processes, empowering your employees, and others.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
InMoment XI
SEPTEMBER 26, 2012
Companies that implement customer engagement or customer experience programs must know the foundational factors that create a customer centric culture, such as great leadership and targeted communication. However, knowing where you are going and what success looks like for your company, and your business objectives are just as important as the foundational activities.
InMoment XI
SEPTEMBER 19, 2012
In today’s interactive-driven world, it is crucial for your company to create a service model that encourages customers to effectively communicate their wants and needs. A sound, proactive service model facilitates those important interactions and creates customer loyalty rather than abandonment.
InMoment XI
SEPTEMBER 19, 2012
In today’s interactive-driven world, it is crucial for your company to create a service model that encourages customers to effectively communicate their wants and needs. A sound, proactive service model facilitates those important interactions and creates customer loyalty rather than abandonment.
InMoment XI
SEPTEMBER 19, 2012
In today’s interactive-driven world, it is crucial for your company to create a service model that encourages customers to effectively communicate their wants and needs. A sound, proactive service model facilitates those important interactions and creates customer loyalty rather than abandonment.
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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 20, 2012
One of the reasons we started The Ride was to share ideas with you on how the customer experience can be improved. Here’s another one for you. Have a good day and let me know what you think. Chris.
InMoment XI
SEPTEMBER 20, 2012
One of the reasons we started The Ride was to share ideas with you on how the customer experience can be improved. Here’s another one for you. Have a good day and let me know what you think.
InMoment XI
SEPTEMBER 20, 2012
One of the reasons we started The Ride was to share ideas with you on how the customer experience can be improved. Here’s another one for you. Have a good day and let me know what you think.
InMoment XI
SEPTEMBER 19, 2012
Are you tired of getting poor service? According to a recent Maritz Research survey, you can’t always blame the employee you’re frustrated with. They’re just following policy. Customer service levels have hit a ten year low, but there is hope. Some companies, like Embassy Suites are rewarding employees for providing outstanding customer service and believe.
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
SEPTEMBER 19, 2012
Are you tired of getting poor service? According to a recent Maritz Research survey, you can’t always blame the employee you’re frustrated with. They’re just following policy. Customer service levels have hit a ten year low, but there is hope. Some companies, like Embassy Suites are rewarding employees for providing outstanding customer service and believe.
InMoment XI
SEPTEMBER 19, 2012
Are you tired of getting poor service? According to a recent Maritz Research survey, you can’t always blame the employee you’re frustrated with. They’re just following policy. Customer service levels have hit a ten year low, but there is hope. Some companies, like Embassy Suites are rewarding employees for providing outstanding customer service and believe.
InMoment XI
SEPTEMBER 13, 2012
Last week we looked at the upside of delivering a better customer experience and we saw that it results in a boost in GP of over $106,000 for the average US dealership. But what happens if things go the other way – if dealers let their customer experience scores drop? Is there a risk? You. View Article.
InMoment XI
SEPTEMBER 13, 2012
Last week we looked at the upside of delivering a better customer experience and we saw that it results in a boost in GP of over $106,000 for the average US dealership. But what happens if things go the other way – if dealers let their customer experience scores drop? Is there a risk? You.
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
SEPTEMBER 13, 2012
Last week we looked at the upside of delivering a better customer experience and we saw that it results in a boost in GP of over $106,000 for the average US dealership. But what happens if things go the other way – if dealers let their customer experience scores drop? Is there a risk? You.
InMoment XI
SEPTEMBER 5, 2012
Many companies today are making a transition from traditional market research (MR) to more dynamic customer feedback initiatives like Voice of Customer (VoC). I started my market insights career in traditional market research and migrated almost seven years ago to VoC. In this sense, I have experienced many of the same changes that my clients face when migrating into the fast-paced world of VoC.
InMoment XI
SEPTEMBER 5, 2012
Many companies today are making a transition from traditional market research (MR) to more dynamic customer feedback initiatives like Voice of Customer (VoC). I started my market insights career in traditional market research and migrated almost seven years ago to VoC. In this sense, I have experienced many of the same changes that my clients face when migrating into the fast-paced world of VoC.
InMoment XI
SEPTEMBER 5, 2012
Many companies today are making a transition from traditional market research (MR) to more dynamic customer feedback initiatives like Voice of Customer (VoC). I started my market insights career in traditional market research and migrated almost seven years ago to VoC. In this sense, I have experienced many of the same changes that my clients face when migrating into the fast-paced world of VoC.
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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
SEPTEMBER 4, 2012
This afternoon we released the findings of our 2012 Customer Experience Payback Study. With all the buzz around the importance of elevating the customer experience, one can’t help but think… is it worth it? The study answers that question. We went back and interviewed customers of five year old vehicles to see what they did. View Article.
InMoment XI
SEPTEMBER 4, 2012
This afternoon we released the findings of our 2012 Customer Experience Payback Study. With all the buzz around the importance of elevating the customer experience, one can’t help but think… is it worth it? The study answers that question. We went back and interviewed customers of five year old vehicles to see what they did.
InMoment XI
SEPTEMBER 4, 2012
This afternoon we released the findings of our 2012 Customer Experience Payback Study. With all the buzz around the importance of elevating the customer experience, one can’t help but think… is it worth it? The study answers that question. We went back and interviewed customers of five year old vehicles to see what they did.
Service Untitled
SEPTEMBER 17, 2012
There’s more to sustaining and building a business than just providing products or services. Our competitors are always within inches of grabbing our customers and clients with a better presentation, a better product, or a better service. It’s not about just selling; it’s about presenting our best employees and our sales teams who possess not only positive attitudes, but who are attentive listeners and problem solvers.
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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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