Service Untitled

NOVEMBER 18, 2011

There’s more to building a business than advertising, yet how many organizations spend more of their budgets on marketing and attracting new customers, while neglecting the importance of maintaining current customers and making sure their needs have been met? There is no doubt that every company is going to make mistakes, but how many companies lose the opportunities to build their brand by using those complaints to their advantage?

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2011 Airlines Advertising Poor Customer Service 55

Customer Interactions

NOVEMBER 15, 2011

A few weeks ago I attended the IACP (International Association of Chiefs of Police) conference. While I spent a great deal of time in the NICE booth demoing NICE Situator (our Situation Management Solution) and NICE Inform (our Incident Information Management Solution), I was also looking forward to walking the show floor. I did some reading on the show prior to getting there, so my expectation level was appropriately set.

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2011 Interaction Customers Demo 29

Very Best Service

NOVEMBER 28, 2011

Preparation for customer service : for many companies, the next client is only a number, a customer record who happened to place an order for product xyz at a given time during the day. But it is not at all the same thing when you look at it from the clients'' point of view. In many instances, the purchasing decision is an important act in the eyes of the customer who has spend hours if not days and weeks to compare products, to chose the colour, to check if he or she could afford the spend.

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2011 Customer Service Customers 40

Sampson Lee

NOVEMBER 30, 2011

Marco De Veglia perceives the Big Apple as a brand. We perceive a city in the same way we perceive a brand—a city is a brand. When Cities are Brands, Not Places by Marco De Veglia, Global CEM International Partner – Italy Some places are called “The New York of [insert country]” Some things are […]. Blog Customer Experience

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2011 CEM Brands Blog 40

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Brad Cleveland

NOVEMBER 12, 2011

What’s the formula for success in the new era of customer relationships? Boiled (waaayyy) down: 1. Connect. Listen to your customers, wherever they are, in whatever channel they choose. Join the conversation. Engage. Interact with them, appropriately, proactively; put a face on your brand and build relationships that have staying power. Thrive. Learn from interactions, and build a … Contact Center Customer Relationships

2011 20

2011 Customer Relationships Interaction Connections 20

Service Untitled

NOVEMBER 7, 2011

Amazon.com’s newest customer service facility opened on Friday with a fanfare of speeches and a ribbon-cutting ceremony. The new 70,000 square-foot center in Kinetic Park, West Virginia was described as a “perfect fit” by Vice President of Amazon customer service Tom Weiland. The new site will provide the company with more flexibility to train workers and take care of customers.

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2011 Customer Service Representative Innovation Customer Service 46

Service Untitled

NOVEMBER 1, 2011

JetBlue Flight 504 from Fort Lauderdale, Florida to Newark, New Jersey was diverted to Bradley International Airport in Connecticut at 1:30 on Saturday because of a freakish snow storm affecting the East Coast. Passengers weren’t allowed to deplane until 9:30 that night and were forced to remain on the tarmac and in the aircraft for seven hours with no food, water or working bathrooms.

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2011 Poor Customer Service Airlines 2010 51

Service Untitled

NOVEMBER 28, 2011

Squeezed between Black Friday and Cyber Monday, the second annual Small Business Saturday encouraged shoppers to show support for their local businesses. The campaign, started by American Express small-business unit has helped to advertise the advantages of shopping locally – personalized service, convenience, and the opportunity to promote healthy economics in one’s own neighborhood.

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2011 Rewards Programs Advertising Retail 44

Service Untitled

NOVEMBER 22, 2011

Consumer Reports just came out with their holiday report card giving holiday shoppers some interesting facts Santa’s helpers will surely want to consider before buying gifts either at the mall or online. Consumer Reports does qualify their list as neither an approval or disapproval of an organization as a whole, but Tod Marks, the senior editor and resident shopping expert states it is about “specific policies regarded as customer friendly.”

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2011 Entertainment Travel Advertising 48

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Service Untitled

NOVEMBER 14, 2011

It seems an Apple rap video was posted on Vimeo and performed by Apple employees in New Hampshire. Obviously the video didn’t last long; it was pulled from the Internet, but besides being somewhat amateurish and mildly ludicrous, the theory of presenting the proper solutions to customers based on their needs still rang through as truth. Back in July, the Apple Store in the Hong Kong IFC building presented parts of their five-day course in employee training.

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2011 Presentation Culture Airlines 44

Sampson Lee

NOVEMBER 30, 2011

Brownell O’Connor travels to Dubai experiences the city through various touch-points—a brand is perceived through the total customer experience (TCE). Business Traveller to Dubai by Brownell O’Connor, Global CEM International Partner – Ireland We began our approach to Dubai. The Captain announced that we were 20 minutes ahead of schedule and that was great news.Then […]. Blog Customer Experience

2011 40

2011 CEM Travel Brands 40

Very Best Service

NOVEMBER 19, 2011

Achieving the best customer service levels and maintaining them is not a simple task. There are numerous metrics available, one of them being to measure customer satisfaction. However, sometimes one finds that only customers who are very satisfied or customers who are very unhappy are prepared to give any form of feedback. But what is happening to the bulk of your customer base? A tell-tale sign might be when your competition starts talking about your company''s poor performance.

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2011 Metrics Customer Satisfaction Measurement 40

Very Best Service

NOVEMBER 2, 2011

7 miles bridge - Florida Keys Do you do enough to reach out to your customers? Even when you have that horrible feeling that you are too far apart to resolve a customer service issue, you have to make an effort and build those bridges to reach out to your customers. The rewards can be long lasting even if the initial investment may seem unreasonable. customer relationship management customer service blog

2011 40

2011 Customer Relationship Management Customers Customer Relationships 40

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Brad Cleveland

NOVEMBER 12, 2011

What’s the formula for success in the new era of customer relationships? Boiled (waaayyy) down: 1. Connect. Listen to your customers, wherever they are, in whatever channel they choose. Join the conversation. Engage. Interact with them, appropriately, proactively; put a face on your brand and build relationships that have staying power. Thrive. Learn from interactions, and build a … Contact Center Customer Relationships

2011 20

2011 Customer Relationships Interaction Connections 20

Customer Interactions

NOVEMBER 21, 2011

In June I wrote in this very same blog and told you to keep your eyes and ears tuned for an exciting announcement about the NICE User Group. Well, it’s official. The NUG (as it’s known) has now opened up membership to NICE Security and Public Safety customers. If you’re a NICE Security or Public Safety customer, this is very good news indeed! Many of you may not know much about the NUG, so let me offer a brief introduction.

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2011 Interaction Customers Government 33

Customer Interactions

NOVEMBER 7, 2011

Recently, Security Dealer & Integrator Editor-in-Chief Deborah O’Mara interviewed NICE’s Dr. Bob Banerjee for an extensive article on PSIM (“PSIM: Navigating the Great Unknown”). In the article, Bob talks about the difference between PSIM and VMS and highlights what he thinks are the top three ‘killer apps for PSIM.’ ’ The article was the cover story for the October issue of Security Dealer & Integrator and also appears on SecurityInfoWatch.com.

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2011 Interaction Article Customers 30

Customer Interactions

NOVEMBER 30, 2011

There was a time when fences or other physical barriers were the only way to protect a perimeter from intrusion. Not so today. In this Government Security News article, video analytics expert Guy Lorman examines how perimeter intrusion detection solutions (PIDS) have evolved, with video analytics as the backbone. He also discusses different ways to deploy PIDS, from virtual fences to smart fences for highly sensitive facilities.

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2011 Interaction Government Customers 29

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