InMoment XI
DECEMBER 12, 2013
If you have been on the internet the past few days, no doubt you have seen what happens when creating an exceptional customer experience comes together perfectly. WestJet, a Canadian-based airline, wanted to demonstrate what ‘giving’ looked like at its best during the busy holiday season. The result was a Christmas miracle for 250 guests.
Win the Customer
DECEMBER 31, 2013
'Consistently delivering an exceptional customer experience requires creating employee engagement and culture that cultivates positive service actions.
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Service Untitled
DECEMBER 17, 2013
'It’s well recognized amongst all business owners that it cost more money to find new customers than to keep the customers we already have while trying to attract more clients to climb aboard our growing organizations. No matter how we try to dazzle, the golden rule of presenting the best product and doing it right, continues to successfully align our future for growth and success.
Amity
DECEMBER 12, 2013
Prospects invest a great deal of time researching the right solution. For some, it’s easier because they’ve got a hot tip on a must-have service – and if that’s your service then you’ve been working really hard at customer success! Throughout the evaluation process, a number of solutions (likely your competitors) are being considered, a few individuals from different departments are weighing in ( the average decision group consists of 5.4 people ) and the prospect is really kicking the tires on
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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.
Very Best Service
DECEMBER 12, 2013
'Best customer service formula The recipe for best customer service has never been published yet many organisations claim to know the secret formula. By performing a key word density analysis on a number of relevant pages we have come up with the secret formula from the customer point of view : 29% - deliver a result : give the customer what he wants and that will be a key driver of satisfaction 25% - being helpful : all about attitude and clearly trying to help the customer resolve their querie
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
InMoment XI
DECEMBER 12, 2013
If you have been on the internet the past few days, no doubt you have seen what happens when creating an exceptional customer experience comes together perfectly. WestJet, a Canadian-based airline, wanted to demonstrate what ‘giving’ looked like at its best during the busy holiday season. The result was a Christmas miracle for 250 guests.
Win the Customer
DECEMBER 28, 2013
'Only 4% of customers trust advertising the most for service information, so can your good customer experience to help seal the deal with customers?
Service Untitled
DECEMBER 6, 2013
'In a study titled “Amazon Can’t Do That” polling 1,500 consumers spanning the three generations of Millennial, Gen X, and Boomers research group, WD Partners concluded that shoppers still prefer feeling, walking around, and gathering with friends and families during the holiday shopping season. Whereas Amazon is no longer just a store for books, the grand giant now sells everything that can be sold or delivered, so how do local stores compete, and what needs to be done to gain
Amity
DECEMBER 18, 2013
Even a cold, snowy winter night could not keep the crowd away! Last night, the heroes of the Customer Success Meetup met for their second event. The buzz from the first meetup had definitely circulated. Over the past few months, the group membership swelled to 80 members. The room was flush with both “regulars” and new faces. From the enthusiastic discussion, we continue to hear that – despite best intentions – customer success is still very much in its infancy.
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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
Aveus
DECEMBER 3, 2013
Are you familiar with the phrase, “the best of both worlds?” I am. In my personal life, I’m constantly tempted to make decisions that combine multiple things I like. For instance, when I’m out to dinner – I often think, why not recommend that my dining companion order my second choice on the menu. I can have a few bites, but also enjoy my own meal. It’s the best of both worlds.
Annie Tsai
DECEMBER 11, 2013
This time last year, perhaps you put your introspective hat on and created some New Year Resolutions for yourself. Wanted to finally run that marathon? On the list. Wanted to juice cleanse your way to inner peace? That made it too. While the New Year (and milestones in general) is a nice symbolic way to […].
InMoment XI
DECEMBER 12, 2013
If you have been on the internet the past few days, no doubt you have seen what happens when creating an exceptional customer experience comes together perfectly. WestJet, a Canadian-based airline, wanted to demonstrate what ‘giving’ looked like at its best during the busy holiday season. The result was a Christmas miracle for 250 guests.
Win the Customer
DECEMBER 26, 2013
'Customer service leadership is clearly having a strategy for customer experience and bringing out excellence in others to carry out the service vision.
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
DECEMBER 23, 2013
'John and Jennifer Palmer of Layton, Utah are suing an online retailer over a $3,500 charge assessed to them by KlearGear.com, a Grandville, Mich. company which the Palmers posted a negative online review with Ripoff Reports.com. Perhaps you have never read the fine print in the Terms of Service when ordering merchandise, but this situation might encourage consumers to pay attention, since it is well known that litigation costs money.
Amity
DECEMBER 20, 2013
The last 12 months have been an intense and exhilarating ride! Since Amity’s inception in July of 2012, we’ve talked to countless customer success teams, launched a private beta, sponsored two successful Customer Success Meetup events, and worked hard to continually evolve our service. Our initial beta launch occurred in July 2013 and our engaged community has provided dozens of suggestions, comments and ideas that we have used to continually improve and evolve our product.
GetFeedback
DECEMBER 12, 2013
Now any company, anywhere can instantly create and distribute visually-rich, mobile-optimized, online surveys that work perfectly on smartphones.
Annie Tsai
DECEMBER 11, 2013
This time last year, perhaps you put your introspective hat on and created some New Year Resolutions for yourself. Wanted to finally run that marathon? On the list. Wanted to juice cleanse your way to inner peace? That made it too. While the New Year (and milestones in general) is a nice symbolic way to […].
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
DECEMBER 9, 2013
Today’s posting is the last of three which highlights some of the findings from the Customer Journey Study that we presented at our Customer Experience Summit in Las Vegas a few weeks back. This one is probably the most contentious since it challenges existing CE programs to proactively reach out to customers when they’re in. View Article.
Win the Customer
DECEMBER 25, 2013
'Wishing a very Merry Christmas to customer service and call center agents around the world. Peace, joy, and happiness to you and your loved ones. To all of you staffing the 24x7x365 customer service and technical support call centers around the world, who sacrifice to continue your mission of exceptional customer experiences, I want to […].
Customer Interactions
DECEMBER 5, 2013
'Come January, the TSA says it will transfer over responsibility for airport exit lane security to the airports. Because of the obvious operational and budgetary impacts, this is a deeply contentious issue and many airports are petitioning the change. Responsibility for exit lane security may be up for debate, but one thing is certain – in airports, where breaches can cause shutdowns, grounded flights, and put the safety of thousands of passengers at risk, this type of security is essentia
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.
GetFeedback
DECEMBER 23, 2013
Happy holidays! Thank you for having helped us to create the next generation of mobile-ready online survey software.
Upwave
DECEMBER 16, 2013
It’s no secret that tech companies amass vast stores of user information, from tax records to snapshots of pumpkin spice lattes. What’s more ambiguous is how this personal information is used. And while major Internet companies like Google, Yahoo, Apple, Facebook, and Microsoft publish transparency reports to distance themselves from NSA spying paranoia, companies like AT&T and Verizon are decidedly more opaque.
InMoment XI
DECEMBER 9, 2013
Today’s posting is the last of three which highlights some of the findings from the Customer Journey Study that we presented at our Customer Experience Summit in Las Vegas a few weeks back. This one is probably the most contentious since it challenges existing CE programs to proactively reach out to customers when they’re in.
Win the Customer
DECEMBER 30, 2013
'Customer service management software and CRM focuses on providing more efficient ways to unify business activities to carry out more effective customer service actions contributing to a better service experience. Technology is helping businesses face many of the challenges they face as they try to maintain or build market share. One of the most helpful […].
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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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