InMoment XI
JUNE 27, 2011
Listen to what leading VOC practitioners Arkadi Kuhlmann of ING Bank and Jim Bampos of EMC Corp. are saying and what led to their success(es) in this interview on BlogTalk radio. Then tune in to Allegiance Radio on BlogTalk radio each week. It's a fun way to engage, learn and share best practices for success.
Customers Rock!
JUNE 26, 2011
A friend of mine has been a member of a particular airline’s frequent flier program (we will call this major US airline, AirlineX) for a number of years. He even has a credit card linked to that account to help accrue points. This friend had earned enough miles for a free trip to Europe but hadn’t been able to fly AirlineX for awhile since his company now required him to fly the cheapest option (which this airline never was).
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Service Untitled
JUNE 1, 2011
Len Berry of Texas A&M University first told this story twenty years old. But, it still holds a very valuable lesson. Don’t assume you know what your customers want or need without asking! Especially today when their needs are constantly changing. The new manager of the Chicago Marriott was going over year-end budget requests and came across a $20,000 line item to upgrade the black-and-white television sets to color in the bathrooms of the rooms on the concierge level.
Very Best Service
JUNE 30, 2011
'Can the passage of time improve customer service ? Some wines have the ability to get better with age but let us not forget that they need to be kept in perfect condition, monitored to assess their balance and sometimes remedial action needs to be taken. Customer service presents a similar degree of complexity to the extent that the environment can change rapidly and everyone''s taste can be substantially different.
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Annie Tsai
JUNE 7, 2011
As I continue to explore local businesses, I notice that I mentally categorize them into general buckets: You Get What You Pay For – varying expected sub-categorizations based on price, product and service quality Value Play – typically lower on the price and service scales but higher on product (or lower product and price and […].
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
InMoment XI
JUNE 27, 2011
Listen to what leading VOC practitioners Arkadi Kuhlmann of ING Bank and Jim Bampos of EMC Corp. are saying and what led to their success(es) in this interview on BlogTalk radio. Then tune in to Allegiance Radio on BlogTalk radio each week. It's a fun way to engage, learn and share best practices for success.
Win the Customer
JUNE 28, 2011
Recently the following question was posed: “As a manager, is it important to address your team when someone leaves the company?” The answers varied based on the individual offering the answer and it generally told a lot about that individual, their corporate background, age, and professional experience. The landscape of how businesses and managers operate with employees and customers has changed.
Service Untitled
JUNE 16, 2011
Entrepreneur magazine writer Micah Solomon stated there are several important elements retailers need to concentrate on in order to gain customer loyalty. A successful organization must anticipate customer wishes, provide fast service, and dedicate themselves to acknowledging each returning customer. Solomon also contends businesses need to perfect the ‘hello’ and ‘goodbye’ for customers, develop the customer service vocabulary, and work very diligently to hire the best p
Very Best Service
JUNE 24, 2011
'Stand Out from the Crowd Developing a customer service proposition which stands out from the crowd is the aim of many. Hands raised, waving the flag, surely our service is differentiated. Unfortunately we rarely get to see the perspective of the customer and often unable to assess objectively whether our company genuinely stands out. Gathering customer feedback through social media channels as well as through the more traditional tools becomes a critical activity.
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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
Annie Tsai
JUNE 8, 2011
Given Apple's various announcements yesterday, I thought it'd be nice to republish this blog post highlighting Apple's brand promise. - When you see a brand logo, what sort of expectations come to mind? Let's take a look at Apple, a brand that successfully brings the brand promise to life in all incarnations of the experience. When […].
Brad Cleveland Blog
JUNE 30, 2011
Making the right decisions requires both intuition and discipline. Although you can’t boil leadership – that’s of course what we’re really talking about – down to a simple checklist, there is something powerful about focusing on the things that matter most. So… what to do now?
InMoment XI
JUNE 27, 2011
Listen to what leading VOC practitioners Arkadi Kuhlmann of ING Bank and Jim Bampos of EMC Corp. are saying and what led to their success(es) in this interview on BlogTalk radio. Then tune in to Allegiance Radio on BlogTalk radio each week. It's a fun way to engage, learn and share best practices for success.
Customer Interactions
JUNE 15, 2011
'NICE recently held its annual Customer Conference, Interactions 2011, in Las Vegas, NV. It was a big success, with over 1500 attendees. And for the first time, NICE Security participated, with a contingent of over 100 participants. The feedback was hugely positive. Customers came away from the event better educated about security operations and public safety, more knowledgeable of industry best practices, and more in tune with emerging trends in the market.
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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Service Untitled
JUNE 2, 2011
I saw a commercial today for an exterminating company that advertised the ongoing training their employees receives. I’m not looking for an exterminator but it made me think about the importance of using what your organization does right and leveraging it as part of your marketing plan. We moved a few years ago and I researched moving companies to help us.
Very Best Service
JUNE 16, 2011
'So much effort is being deployed on customer service design that it becomes nearly impossible for individuals to be themselves. The rule books, the scripts, the do''s and don''ts mean that at best the modern customer service company executive is a shadow of himself. Unsurprisingly this plethora of procedures can often be counter-productive as clients feel that their interlocutor is not acting in a natural or genuine way.
Annie Tsai
JUNE 8, 2011
Given Apple’s various announcements yesterday, I thought it’d be nice to republish this blog post highlighting Apple’s brand promise. —- When you see a brand logo, what sort of expectations come to mind? Let’s take a look at Apple, a brand that successfully brings the brand promise to life in all incarnations of the experience.
Service Untitled
JUNE 29, 2011
Front-line customer service representatives impact our everyday lives. Whether we are returning sour milk to the local supermarket or our new car with only 6,000 miles has been in the repair shop more than it has been on the road, representatives who deal with the public are significantly important to each organization. Why then, are service people often treated as among the lowest paid in many organizations?
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
Service Untitled
JUNE 27, 2011
Southwest Airlines topped all of their rivals again in the American Customer Satisfaction Index produced by the University of Michigan’s Ross School of Business. Whereas the average for competitive airline competition scored in the 65 percent ranging (dropping by 1.5 percent) on a 100 point scale, Southwest scored an 81, and it’s the 18th straight year they’ve been at the top.
Service Untitled
JUNE 23, 2011
For many of us a customer appreciation day can be an effective marketing tool as well as a way to thank customers and clients for their loyalty and patronage. There are many different options; some events last just one day while others span several days. Some events use “give-aways&# ; others entertain with decorations, food, and games. So how can a business make a customer appreciation day a success and show their customers that they really do care?
Service Untitled
JUNE 7, 2011
I know the phrase “customer value&# is tossed around training sessions and customer service seminars, but I often wonder how objective organizations really are in their evaluations. How is customer value therefore determined? In most instances, it is described as the amount of benefit a customer will get from a service or a product, and what it’s going to cost.
Service Untitled
JUNE 9, 2011
Customers are just tired of dealing with retailers who ignore customer service while pretending to have it. If I see an advertisement that says, “New and Improved Customer Service,&# doesn’t that already imply there was something wrong with their original service? If an organization claims to make customer service a priority in their business, shouldn’t they uphold to their claims?
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Service Untitled
JUNE 21, 2011
Consumer Reports tell us that organizations rarely listen to the surveys they ask when we hear the infamous, “Your call is very important to us. Please don’t hang up.&# So why do they insult us and make us want to throw our phones across the room as we try to make our way through the maze of the company phone tree? Getting through to a real person is the number one complaint of customers who either need help with their service or product or have a complaint.
Service Untitled
JUNE 14, 2011
The July issue of Consumer Reports stated there were 1.1 million complaints against North American businesses last year; up 10 percent from 2009. So why are so many people so dissatisfied with customer service ? Jack Abelson, a retail industry consultant called customer service “abominable.&# He contends that American business has lost focus on the appreciation and the value of the customer, and excellent customer service is “a profit producer.&# Abelson says that organizations cutt
Very Best Service
JUNE 7, 2011
'Be Versed in Good Service For really top service beyond all compare, You have to let customers know that you care, Right from first contact, the seeds will be sown, So take time to smile when you pick up the phone, Be professional, courteous, clear and concise, When talking of colour, delivery and price, Don''t rush through your work, or do jobs on the cheap, And don''t make a promise you know you can''t keep, If a customer phones, and is feeling uptight, Do all that you can to make every thing
Annie Tsai
JUNE 7, 2011
As I continue to explore local businesses, I notice that I mentally categorize them into general buckets: You Get What You Pay For - varying expected sub-categorizations based on price, product and service quality Value Play - typically lower on the price and service scales but higher on product (or lower product and price and […].
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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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