InMoment XI
NOVEMBER 1, 2010
The core objective of your feedback program is not to drive improved survey metrics. The ultimate objective is increased business performance and improved results. Dutifully reporting to a senior executive or business unit owner that “customer engagement scores have increased for the past eight quarters” is nice.
Service Untitled
NOVEMBER 17, 2010
Businesses work social media to help make them successful, but it is wise not to just rush in and set up Facebook and Twitter accounts without having a viable plan. While good reviews about a company’s product or services may build brand loyalty, a problem with a product or service can quickly escalate and get out of control. Social media is vulnerable to circumstances, content, and interpretation. An angry person can cause havoc. So how should a business prepare for Facebook or Twitter?
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Very Best Service
NOVEMBER 10, 2010
A major challenge for service companies is to bridge the gap between customer expectations and service provision. This is actually extremely difficult to achieve as there is little reward for over delivery when the expectation is low but potential for a massive back-clash when the service levels are judged to be insufficient in the eyes of customers. This may result in a dramatic misallocation of resources which can cost companies much in terms of lost sales.
QuestionPro Audience
NOVEMBER 3, 2010
It appears that Survey Analytics is listening intently to its customers and with good reasons. The software firm, which currently offers an array of research tools for conducting market research, including survey design and hosting, reporting, advance analytics and panel management, recently announced the launch of its latest product – MicroPanel.
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Customer Interactions
NOVEMBER 28, 2010
Articulating the Value of Security.It’s ’s an uphill battle to convince the decision-makers in any business that they need to invest in security. Because deep down, all professional business people think security is an annoying layer of cost and inconvenience. If you walk in and tell them, “We need more security,” they hear, “We need a more annoying layer of cost and inconvenience.”
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
InMoment XI
NOVEMBER 1, 2010
The core objective of your feedback program is not to drive improved survey metrics. The ultimate objective is increased business performance and improved results. Dutifully reporting to a senior executive or business unit owner that “customer engagement scores have increased for the past eight quarters” is nice.
InMoment XI
NOVEMBER 16, 2010
In Tamilnadu, South India, the chef is complimented following a well-cooked meal with the phrase “Kai Manam,” meaning the knowledge, care and soul the cook’s hands imparted to the meal. This is also true for Voice of the Customer champions who try to convey a similar sense to their customers through surveys, analysis and the action thereafter.
Service Untitled
NOVEMBER 22, 2010
California PPOs received low ratings for various quality measures – especially customer service according to a new report released by the state’s Department of Insurance. The six largest PPOs who provide coverage for 2.2 million of California’s 2.6 million PPO members were rated on a four-star scale judging various measures. For customer service, all of the companies received a “1″ except for Aetna which received a “2.&#
Service Untitled
NOVEMBER 4, 2010
Every day we see customer service in action. On most days, we just accept it for what it is worth, but on occasion it’s either exceptionally great or exceptionally poor. Those are the customer experiences we seem to remember the best. Some companies have consistently provided exemplary customer service, and obviously it’s hard to replicate because those experiences and attitudes are what makes these organizations stand out from the crowd.
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Service Untitled
NOVEMBER 12, 2010
There’s nothing more stimulating to get me to pull out my credit card and make a purchase than a particular customer service person who just has that “WOW’ affect. It’s written about in customer service handbooks; we recognize organizations who deliver these types of experiences, and we list the essentials of a great customer service person. Of course, none of us are born with these qualities, yet I do see a certain flair that only a very few seem to possess.
Service Untitled
NOVEMBER 3, 2010
According to Strativity Group Customer Experience Management, which provides customer experience services, a recent Sydney, Australia study found 48 percent of executives increasing their investments in customer experience over the past three years by at least ten percent. This acknowledges the benefits of building positive and meaningful experiences around the customer; in other words developing the customer-centric approach.
Service Untitled
NOVEMBER 2, 2010
In the 1950′s, Noel Coward coined the phrase, “The show must go on,&# referencing an actor’s moral and professional responsibility to give it the actor’s “all.&# It’s no different in business. Professionals must show they are eager to serve where customer perception is king. From the moment a customer walks into a store, the stage is set with either an interested, warm welcome or a vacant stare. Service on the phone?
Service Untitled
NOVEMBER 5, 2010
There are two main reasons an organization is likely to lose customers; the competition has a better offer or the customer is unhappy. Even the smallest interruption on a day a customer is stressed, in a bad mood, or just in a hurry could mean the difference whether he returns as a client at a later time. Today’s economy and sharp competition therefore demands excellence and consistency.
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InMoment XI
NOVEMBER 29, 2010
Email has become the major method for delivering survey invitations. With so many types of legitimate and junk email hitting inboxes every day, people have become more selective in opening and responding to email invitations. However, there are a few actions you can take as you create your survey invitations that will help you increase your response rates, legitimize your survey and ensure that you are CAN-SPAM compliant
InMoment XI
NOVEMBER 29, 2010
Email has become the major method for delivering survey invitations. With so many types of legitimate and junk email hitting inboxes every day, people have become more selective in opening and responding to email invitations. However, there are a few actions you can take as you create your survey invitations that will help you increase your response rates, legitimize your survey and ensure that you are CAN-SPAM compliant
InMoment XI
NOVEMBER 29, 2010
Email has become the major method for delivering survey invitations. With so many types of legitimate and junk email hitting inboxes every day, people have become more selective in opening and responding to email invitations. However, there are a few actions you can take as you create your survey invitations that will help you increase your response rates, legitimize your survey and ensure that you are CAN-SPAM compliant
InMoment XI
NOVEMBER 16, 2010
In Tamilnadu, South India, the chef is complimented following a well-cooked meal with the phrase “Kai Manam,” meaning the knowledge, care and soul the cook’s hands imparted to the meal. This is also true for Voice of the Customer champions who try to convey a similar sense to their customers through surveys, analysis and the action thereafter.
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When you launch a CX program, there is often an air of exuberance. A year or two later, however, it can feel like your program has flat-lined and you find it hard to make improvements. If your CX program is struggling, check out our latest whitepaper for tips on how to reverse the trend.
InMoment XI
NOVEMBER 16, 2010
In Tamilnadu, South India, the chef is complimented following a well-cooked meal with the phrase “Kai Manam,” meaning the knowledge, care and soul the cook’s hands imparted to the meal. This is also true for Voice of the Customer champions who try to convey a similar sense to their customers through surveys, analysis and the action thereafter.
InMoment XI
NOVEMBER 15, 2010
You spoke. We listened. Thanks for your input—now here is what we have done to improve your experience based on your input. This presents your golden opportunity to prove to the customer that you take the voice of the customer seriously and make lasting change as a result of customer input. Here you can reinforce the impact that the client can have by providing ad-hoc feedback and responding to your surveys.
InMoment XI
NOVEMBER 15, 2010
You spoke. We listened. Thanks for your input—now here is what we have done to improve your experience based on your input. This presents your golden opportunity to prove to the customer that you take the voice of the customer seriously and make lasting change as a result of customer input. Here you can reinforce the impact that the client can have by providing ad-hoc feedback and responding to your surveys.
InMoment XI
NOVEMBER 15, 2010
You spoke. We listened. Thanks for your input—now here is what we have done to improve your experience based on your input. This presents your golden opportunity to prove to the customer that you take the voice of the customer seriously and make lasting change as a result of customer input. Here you can reinforce the impact that the client can have by providing ad-hoc feedback and responding to your surveys.
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InMoment XI
NOVEMBER 8, 2010
Think about the many customer touchpoints of your organization, and then think about the various departments in your organization that might be asking customers for feedback at each of those touchpoints. It can be quite overwhelming -- for you and for your customers! To make sense of it all, you should compile a Customer Feedback Map to accompany your Customer Touchpoint Map
InMoment XI
NOVEMBER 8, 2010
Think about the many customer touchpoints of your organization, and then think about the various departments in your organization that might be asking customers for feedback at each of those touchpoints. It can be quite overwhelming -- for you and for your customers! To make sense of it all, you should compile a Customer Feedback Map to accompany your Customer Touchpoint Map
InMoment XI
NOVEMBER 8, 2010
Think about the many customer touchpoints of your organization, and then think about the various departments in your organization that might be asking customers for feedback at each of those touchpoints. It can be quite overwhelming -- for you and for your customers! To make sense of it all, you should compile a Customer Feedback Map to accompany your Customer Touchpoint Map
Service Untitled
NOVEMBER 9, 2010
Do you think lawyers conduct surveys about customer satisfaction ? Actually, most attorneys I have spoken with in the last few days maintain that client relationships don’t fall under the topic of customer service. They told me if their client has a problem with them, the client will tell them. Now we all know that’s not true; customers and clients are more likely to move on to another attorney because there’s always someone else trying to pull their client into another office.
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