InMoment XI

MARCH 26, 2012

Brace yourself – while arguably the most important part of a successful employee engagement program, acting on the results is where things seem to get tricky for a lot of companies. Response tends to go one of three ways: 1) overwhelmed by the data; 2) defensive of the data; or 3) a sincere desire to respond to the data. However, now that you know what is most relevant to your team, you can tailor your communication and strategic direction accordingly.

Communication 200

Communication Engagement 200

Service Untitled

MARCH 2, 2012

Customer service should be a priority if organizations expect to expand their businesses with new customers while still retaining their current loyal clientele. Businesses are so inundated with such automated services as paying bills online, balancing bank accounts online, pressing 14 digit account numbers followed by pin numbers, our first pet’s name, our mother’s maiden name and the last four digits of our Social Security number, it almost seems that we all too commonly accept po

Customer Service 75

Customer Service Airlines Hotels Banking 75

Customer Input

MARCH 30, 2012

'Entire industries, particularly wireless, cable and broadband providers, insist on locking customers into lengthy service contracts against their will. This results in a vicious circle of poor service and costly acquisition.

Wireless 66

Wireless Article Customer Service Customer Experience 66

Annie Tsai

MARCH 1, 2012

That's right, it wasn't video. it was multi-tasking. How many times have you been on a conference call where you had to say "I'm sorry can you repeat the question?" I'll admit, it's happened to me. It's not right, but I'll own up to it. A lot of coworkers at my last company worked remotely, […].

Customer Experience 40

Customer Experience Customers 40

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Customers

Brad Cleveland Blog

MARCH 14, 2012

The most significant developments to date have been on the organization’s end.

Customer Service 20

Customer Service Contact Center Customers Management 20

InMoment XI

MARCH 26, 2012

Brace yourself – while arguably the most important part of a successful employee engagement program, acting on the results is where things seem to get tricky for a lot of companies. Response tends to go one of three ways: 1) overwhelmed by the data; 2) defensive of the data; or 3) a sincere desire to respond to the data. However, now that you know what is most relevant to your team, you can tailor your communication and strategic direction accordingly.

Communication 200

Communication Engagement 200

Service Untitled

MARCH 13, 2012

Even nice customers get angry. It can happen to any organization, and figuring out the best ways to respond and satisfy your customers can mean loyalty and continued business. One of the common problems however, is getting a complaint satisfactorily resolved with the least amount of frustration, anger, and time. Traditionally large companies do not pay their first line of customer service representatives high salaries.

Customer Service Representative 52

Customer Service Representative Insurance Social Media Customer Service 52

InMoment XI

MARCH 26, 2012

Brace yourself – while arguably the most important part of a successful employee engagement program, acting on the results is where things seem to get tricky for a lot of companies. Response tends to go one of three ways: 1) overwhelmed by the data; 2) defensive of the data; or 3) a sincere desire to respond to the data. However, now that you know what is most relevant to your team, you can tailor your communication and strategic direction accordingly.

Communication 200

Communication Engagement 200

InMoment XI

MARCH 22, 2012

Today’s “Lighter Side” illustrates a couple of important points for the car industry. We know from research we have done that if a customer experiences a problem with their vehicle or has had a bad sales or service experience, how well a dealer responds to that customer’s concern can either positively or negatively impact customer.

Customer Experience 200

Customer Experience Article Customers Sales 200

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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

Retail

InMoment XI

MARCH 22, 2012

Today’s “Lighter Side” illustrates a couple of important points for the car industry. We know from research we have done that if a customer experiences a problem with their vehicle or has had a bad sales or service experience, how well a dealer responds to that customer’s concern can either positively or negatively impact customer.

Customer Experience 200

Customer Experience Article Customers Sales 200

InMoment XI

MARCH 22, 2012

Today’s “Lighter Side” illustrates a couple of important points for the car industry. We know from research we have done that if a customer experiences a problem with their vehicle or has had a bad sales or service experience, how well a dealer responds to that customer’s concern can either positively or negatively impact customer.

Customer Experience 200

Customer Experience Article Customers Sales 200

InMoment XI

MARCH 20, 2012

Typically when I sit down to write material for The Ride, I have a pre-conceived notion of what might be a possible hypothesis to explore that could be worth sharing with you. In this case, my thought was that with higher volumes associated with the spring and early summer selling season, that customer experience scores. View Article.

Article 200

Article Customer Experience Automotive Customers 200

InMoment XI

MARCH 20, 2012

Typically when I sit down to write material for The Ride, I have a pre-conceived notion of what might be a possible hypothesis to explore that could be worth sharing with you. In this case, my thought was that with higher volumes associated with the spring and early summer selling season, that customer experience scores.

Article 200

Article Customer Experience Customers 200

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.

Customer Insights

InMoment XI

MARCH 20, 2012

Typically when I sit down to write material for The Ride, I have a pre-conceived notion of what might be a possible hypothesis to explore that could be worth sharing with you. In this case, my thought was that with higher volumes associated with the spring and early summer selling season, that customer experience scores.

Article 200

Article Customer Experience Customers 200

InMoment XI

MARCH 15, 2012

We do a lot of work in the customer experience area. In fact, we’re really fortunate because we do more measurement of the automotive customer experience than anybody else in the world which is rather cool. One of the things that we’ve learned over time is that if we ask the customer for their opinion. View Article.

Automotive 200

Automotive Measurement Article Customer Experience 200

InMoment XI

MARCH 15, 2012

We do a lot of work in the customer experience area. In fact, we’re really fortunate because we do more measurement of the automotive customer experience than anybody else in the world which is rather cool. One of the things that we’ve learned over time is that if we ask the customer for their opinion.

Automotive 200

Automotive Measurement Article Customer Experience 200

InMoment XI

MARCH 15, 2012

We do a lot of work in the customer experience area. In fact, we’re really fortunate because we do more measurement of the automotive customer experience than anybody else in the world which is rather cool. One of the things that we’ve learned over time is that if we ask the customer for their opinion.

Automotive 200

Automotive Measurement Article Customer Experience 200

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

Contact Center

Service Untitled

MARCH 26, 2012

This isn’t related to customer service as strictly as most of the other posts here on Service Untitled, but as I was typing this up, I figured I’d post it here because some folks might get some value out of it. Like many people, I have a lot of respect for Steve Jobs and what he accomplished. I pre-ordered his biography as soon as it was announced and have read a lot about him and talked to people who have worked for him.

Leadership 48

Leadership User Experience Presentation Loyalty 48

Service Untitled

MARCH 19, 2012

Here in sunny South Florida, real estate is booming again, but there are definitely new rules when it comes to new construction. Builders who have been lucky enough to survive the economic real estate plunge are slowly emerging again with new and improved products. Home buyers are more concerned with advanced energy, the use of efficient materials, and builders who understand their desire to conserve the environment.

Customer Service 67

Customer Service Marketing Definition Financial 67

Service Untitled

MARCH 28, 2012

In the midst of arguments on the Affordable Health Care programs, it is interesting to delve into this year’s Medicare push for improved customer service in the hospital venue. Beginning in October, Medicare will hold one percent of their regular reimbursements based on performance. With payments that will total more than $50 million, United States health-care is being forced to improve the quality of their care.

Hospitality 49

Hospitality Customer Service Seminar Customer Service Representative 49

Service Untitled

MARCH 6, 2012

Beyond the long arms of social media where we frequently address our complaints to organizations that have “done us wrong,” enters another new kid in town who stretches beyond the 140 character Twitter or the full time media Facebook guru, and claims it can connect you directly to the top decision makers. In the media age when companies know too well the firestorms that can be created from negative events and a failure to respond in a reasonable amount of time, perhaps Gripevine.com

Customer Service 46

Customer Service Airlines Social Media Hospitality 46

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.

Marketing

InMoment XI

MARCH 29, 2012

To increase grosses at the dealership, some stores are taking extraordinary measures by selling, amongst other things, a unique theft retrieval system. The “Lighter Side” for today highlights the efforts of one such dealership. In no way does Maritz condone, encourage, or in any way support the use of the Trunk Money or Boot Baboon, View Article.

Measurement 200

Measurement Article Automotive 200

InMoment XI

MARCH 29, 2012

To increase grosses at the dealership, some stores are taking extraordinary measures by selling, amongst other things, a unique theft retrieval system. The “Lighter Side” for today highlights the efforts of one such dealership.

Measurement 200

Measurement Article 200

InMoment XI

MARCH 29, 2012

To increase grosses at the dealership, some stores are taking extraordinary measures by selling, amongst other things, a unique theft retrieval system. The “Lighter Side” for today highlights the efforts of one such dealership.

Measurement 200

Measurement Article 200

InMoment XI

MARCH 26, 2012

If you look through any marketing articles on the automotive industry in the last 12 months, you could come away with the impression that traditional bricks and mortar dealerships are a thing of the past and the only thing that manufacturers and dealers need to have is a Twitter account since, one might think, customers. View Article.

Automotive 200

Automotive Article Marketing Customers 200

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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

Customer Service Representative