InMoment XI
FEBRUARY 26, 2009
Some organizations don't exactly bury their heads in the sand when it comes to customer care--they just run away or abandon an avenue for customer feedback. However, when customers complain, it's one of the best opportunities to increase their loyalty and engagement--as long as the company that the customer is dealing with responds promptly and positively to their complaint.
Service Untitled
FEBRUARY 26, 2009
Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives The Angriest Customers Douglas February 27, 2009 Angry Customers , Etiquette 4 Comments Working with angry customers is a part of customer service that can’t be avoided. I write about working with angry customers fairly regularly and have a category devoted to it , but it is still a challenge to work with angry customers.
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InMoment XI
FEBRUARY 26, 2009
Some organizations don't exactly bury their heads in the sand when it comes to customer care--they just run away or abandon an avenue for customer feedback. However, when customers complain, it's one of the best opportunities to increase their loyalty and engagement--as long as the company that the customer is dealing with responds promptly and positively to their complaint.
InMoment XI
FEBRUARY 26, 2009
Some organizations don't exactly bury their heads in the sand when it comes to customer care--they just run away or abandon an avenue for customer feedback. However, when customers complain, it's one of the best opportunities to increase their loyalty and engagement--as long as the company that the customer is dealing with responds promptly and positively to their complaint.
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InMoment XI
FEBRUARY 10, 2009
There are a number of well known and popular ways that companies try to measure their overall customer satisfaction and loyalty. Traditional, overall satisfaction questions are still widely in use and provide a good idea of overall customer sentiment. However, they're typically only a stepping stone on the way to engagement. And this blog entry explores why.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
InMoment XI
FEBRUARY 10, 2009
There are a number of well known and popular ways that companies try to measure their overall customer satisfaction and loyalty. Traditional, overall satisfaction questions are still widely in use and provide a good idea of overall customer sentiment. However, they're typically only a stepping stone on the way to engagement. And this blog entry explores why.
InMoment XI
FEBRUARY 17, 2009
A survey recently conducted by Towers Perrin, a global professional services firm, reveals that the current economic environment is stirring widespread anxiety among U.S. employees about their job security. This blog talks about some of the most important things that companies can do to increase their employee productivity and loyalty in this environment.
InMoment XI
FEBRUARY 17, 2009
A survey recently conducted by Towers Perrin, a global professional services firm, reveals that the current economic environment is stirring widespread anxiety among U.S. employees about their job security. This blog talks about some of the most important things that companies can do to increase their employee productivity and loyalty in this environment.
InMoment XI
FEBRUARY 17, 2009
A survey recently conducted by Towers Perrin, a global professional services firm, reveals that the current economic environment is stirring widespread anxiety among U.S. employees about their job security. This blog talks about some of the most important things that companies can do to increase their employee productivity and loyalty in this environment.
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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
FEBRUARY 27, 2009
Futurestep provides the solutions and the global reach that businesses and organizations need to identify, recruit and retain the right people, ranging from full-time executives and middle managers to temporary project-based professionals. This case study shows how Futurestep is using Allegiance’s ActiveSurvey and Best Practices Consulting to improve its survey response rates and offer hundreds of thousands of dollars in value-added services to clients.
InMoment XI
FEBRUARY 27, 2009
Futurestep provides the solutions and the global reach that businesses and organizations need to identify, recruit and retain the right people, ranging from full-time executives and middle managers to temporary project-based professionals. This case study shows how Futurestep is using Allegiance’s ActiveSurvey and Best Practices Consulting to improve its survey response rates and offer hundreds of thousands of dollars in value-added services to clients.
InMoment XI
FEBRUARY 2, 2009
The hot new word on the street is "Community.� (A virtual community, e-community or online community is a group of people that primarily interact via communication media such as newsletters, telephone, email, online social networks or instant messages rather than face to face, for social, professional, educational or other purposes). One could say that we have reached the tipping point where companies must incorporate communities into their marketing communication and public relations strategy
InMoment XI
FEBRUARY 2, 2009
The hot new word on the street is "Community.†(A virtual community, e-community or online community is a group of people that primarily interact via communication media such as newsletters, telephone, email, online social networks or instant messages rather than face to face, for social, professional, educational or other purposes). One could say that we have reached the tipping point where companies must incorporate communities into their marketing communication and public relations strategy
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
FEBRUARY 2, 2009
The hot new word on the street is "Community.†(A virtual community, e-community or online community is a group of people that primarily interact via communication media such as newsletters, telephone, email, online social networks or instant messages rather than face to face, for social, professional, educational or other purposes). One could say that we have reached the tipping point where companies must incorporate communities into their marketing communication and public relations strategy
Service Untitled
FEBRUARY 17, 2009
Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Make it easy for everyone. Douglas February 18, 2009 Behind the Scenes , Customer Service Experience 1 Comment I am a big advocate of making things simple and I’m a strong believer in the idea that simplicity leads to consistency.
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