InMoment XI
NOVEMBER 16, 2009
Many companies have gone through a reduction in force (RIF) recently (i.e. organizations have reduced staffing by nearly 5 million in the past 7 months!), and are now in the process of dealing with all of the changes forced by the RIF. Here are three tips for reengaging and protecting your talent pool.
Very Best Service
NOVEMBER 18, 2009
'Should companies take risks when managing customers relationships? There are well documented cases where economic imperatives have forced companies to take short cuts and potentially sacrifice their long term future. Most customers will let it happen once but like falling off a bridge, it is not something that they will want to experience again. Picture courtesy of [link] with our thanks.
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Service Untitled
NOVEMBER 6, 2009
Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Customer Escalations and You Douglas November 06, 2009 Behind the Scenes , Customer Service 1 Comment Many customer service managers (especially in small to mid-size businesses) spend quite a bit of time handling something I always refer to as “escalations&#.
CX Advantage Walker
NOVEMBER 4, 2009
In previous blogs, we have reviewed findings-to-date, regarding what specific elements of the survey process have been shown to be influential on response rate. If we take a step back from the specifics, at the heart of the response rate issue, is respondent motivation. How do we get respondents to want to take a survey? Continue reading. The post Response Rate: A Psychological Assessment: Sitting on the Behaviorists’ Couch appeared first on CX Advantage.
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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
NOVEMBER 16, 2009
Many companies have gone through a reduction in force (RIF) recently (i.e. organizations have reduced staffing by nearly 5 million in the past 7 months!), and are now in the process of dealing with all of the changes forced by the RIF. Here are three tips for reengaging and protecting your talent pool.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Very Best Service
NOVEMBER 15, 2009
'The increased availability of tools to support customer loyalty initiatives can be intrusive and creates threats to privacy in the eyes of customers. They could also be accused to contribute to the creation of a boredom factor. As customers are always presented with their favourite products, shopping for everyday items, tends to become a utility service.
InMoment XI
NOVEMBER 11, 2009
This blog post discusses the results of a quantitative survey that Allegiance recently conducted with voice of the employee (VOE) practitioners, including human resource vice presidents, directors and managers, as well as other HR-related titles. It also talks about why, in order for companies to create and maintain a sustainable competitive advantage once they economy rebounds, they not only need to be actively listening to their employees now in real-time to address and resolve any concerns th
InMoment XI
NOVEMBER 11, 2009
This blog post discusses the results of a quantitative survey that Allegiance recently conducted with voice of the employee (VOE) practitioners, including human resource vice presidents, directors and managers, as well as other HR-related titles. It also talks about why, in order for companies to create and maintain a sustainable competitive advantage once they economy rebounds, they not only need to be actively listening to their employees now in real-time to address and resolve any concerns th
InMoment XI
NOVEMBER 11, 2009
This blog post discusses the results of a quantitative survey that Allegiance recently conducted with voice of the employee (VOE) practitioners, including human resource vice presidents, directors and managers, as well as other HR-related titles. It also talks about why, in order for companies to create and maintain a sustainable competitive advantage once they economy rebounds, they not only need to be actively listening to their employees now in real-time to address and resolve any concerns th
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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
Very Best Service
NOVEMBER 30, 2009
'Customers love their freedom but definitely need guidance and help, thereby making customer relationship management a complex endeavour. If rightly done though, the customer will be guided to the right place and do the right thing: buying multiple products and services.
Very Best Service
NOVEMBER 23, 2009
'Customer service and your finances Customers definitely want companies to understand the importance of good customer service in finance sector and to employ people who have the right skills to deliver. But, with the consequences of the credit crunch still being felt, many customers are down to their last pennies and simply not prepared to pay extra for service.
Very Best Service
NOVEMBER 22, 2009
'Good customer service Delivering good customer service is simply making it easier for clients to achieve what they want, it being buying a product or service, reaching a destination, or simply protecting their well being. Engineers have managed it successfully for centuries. The rule is simple: if you do not oil the wheels, they start squeaking. Picture courtesy of [link] with our thanks.
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