InMoment XI
JANUARY 24, 2012
I want to pass something along that you might find helpful. Bruce Temkin is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. He comes with a very good resume with experience at Forrester Research and GE. He has an MBA from MIT Sloan School. View Article. General
Customers Rock!
JANUARY 24, 2012
This post is part of the Social ROI Blog Carnival at Think Customers: the 1to1 Media blog. Visit the blog carnival post “ Calculating the ROI of Social Media ” to check out the full list of posts from numerous well-known social media thought leaders. There are many ways to measure the success of social media at an organization. Some of these metrics are often focused only on tactical results (ex: number of followers or fans).
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Service Untitled
JANUARY 25, 2012
Most customers who feel they have been the recipients of poor customer service will never vocalize their feelings to a particular organization. According to First Financial Training Services and the White House Office of Consumer Affairs, only four percent of dissatisfied customers ever complain making the other 96 percent essentially ripe for the picking when another company offering similar services or products appear in the horizon.
Annie Tsai
JANUARY 24, 2012
Customer Experience
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Very Best Service
JANUARY 16, 2012
Customer service innovation Innovation in customer service has become increasingly valuable as a way to differentiate from the competition and avoid an all-out price war. But, which is the best way to innovate? The challenge for companies is to determine to what extent the service innovations should be radical and if they are not a rehashed copy of what someone has done before, are they achievable?
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
InMoment XI
JANUARY 24, 2012
I want to pass something along that you might find helpful. Bruce Temkin is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. He comes with a very good resume with experience at Forrester Research and GE. He has an MBA from MIT Sloan School. View Article
Customers Rock!
JANUARY 10, 2012
A lot of businesses love social media because they feel it helps them spread the word about their organization and what they do. And it does. However, I strongly feel one of the most effective uses of social media is to build and deepen relationships with customers – be they consumers, clients, donors, or constituents. I predict this will be a big focus for social media in 2012. How can this be effectively done? Let’s take a cue from local government. No, really. Tweet the Mayor.
Service Untitled
JANUARY 23, 2012
After interviewing Zappos CEO Tony Hsieh and seeing the company’s HQ outside of Las Vegas , I knew I wanted to learn more about the nuts and bolts and day-to-day operations of Zappos. To get this information, I spoke to Rob Siefker, Director of the Zappos Customer Loyalty Team.
Annie Tsai
JANUARY 24, 2012
Customer Experience
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Want to know where CX is heading in 2023? From the Metaverse and Web3 to how macroeconomic influences are impacting CX, this Trend Report will give you a taste of what is to come in the year ahead and beyond.
Very Best Service
JANUARY 3, 2012
Your understanding of the environment where your company offers its business services will be crucial in determining the success of your operation. What are the constraints? Where do the customers come from and what will be their state of mind when they finally reach you?
Customer Interactions
JANUARY 23, 2012
With their complex security challenges and many remote locations, banks need solutions that can help them monitor and manage physical security more efficiently and effectively. In this video, Millennium BCP''s Security Manager, Mr. Vitor Monteiro explains how his bank is leveraging NICE Situator to tackle these tough security, safety and operational challenges. Millenium bcp is the leading retail bank in Portugal with over 900 branches.
InMoment XI
JANUARY 24, 2012
I want to pass something along that you might find helpful. Bruce Temkin is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. He comes with a very good resume with experience at Forrester Research and GE. He has an MBA from MIT Sloan School. View Article
InMoment XI
JANUARY 15, 2012
This is the first in a series of blog posts regarding use of features and functions available in the Allegiance Engage7 Voice of Customer platform. Allegiance Engage7 has several advanced survey campaign analytic capabilities that enable you to treat invitation data as first-class data, similar to response data. We realize that who is invited, how many responses you get, and the response rate are vital to data analysis. General
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Read about Verint’s Digital Maturity Model, where we share real tactics and strategies to improve CX, based on what has worked for our clients around the world.
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InMoment XI
JANUARY 15, 2012
This is the first in a series of blog posts regarding use of features and functions available in the Allegiance Engage7 Voice of Customer platform. Allegiance Engage7 has several advanced survey campaign analytic capabilities that enable you to treat invitation data as first-class data, similar to response data. We realize that who is invited, how many responses you get, and the response rate are vital to data analysis
InMoment XI
JANUARY 15, 2012
This is the first in a series of blog posts regarding use of features and functions available in the Allegiance Engage7 Voice of Customer platform. Allegiance Engage7 has several advanced survey campaign analytic capabilities that enable you to treat invitation data as first-class data, similar to response data. We realize that who is invited, how many responses you get, and the response rate are vital to data analysis
InMoment XI
JANUARY 9, 2012
The shape of things to come in North American customer experience programs? Automotive
InMoment XI
JANUARY 9, 2012
The shape of things to come in North American customer experience programs
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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
JANUARY 9, 2012
The shape of things to come in North American customer experience programs
Service Untitled
JANUARY 13, 2012
Stabucks UK has a lot of unhappy customers today after the company decided to change the terms of their loyalty program. The previous rewards card offered a free drink for every 15 transactions and a discount on filter coffee. Now it seems that Facebook is buzzing with caffeinated complaints because of the changes as consumers post everything from their disappointments to threats of shredding their loyalty cards.
Service Untitled
JANUARY 10, 2012
Making a really poor first impression with your customer is almost a guarantee that you can wave goodbye to business in the future, and sadly there are days when the best laid plans of employees and their well rehearsed skills go awry. The question is can a business deal with it so they don’t lose a customer, and how does a business make amends? Here is how one company handled their blunder.
Service Untitled
JANUARY 5, 2012
Automobile insurance companies are going all out to please their customers. Once upon a time we just called the insurance agent our parents dealt with for twenty years and gave them the information about our car and the amount of liability, collision and uninsured motorist protection we needed and sent in the premium. We didn’t shop around, and who would have thought that an automobile insurance company would actually cater to a customer?
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InMoment XI
JANUARY 30, 2012
In designing your retail experience, how men and women perceive the experience needs to be considered, especially if you’re a brand that is trying to attract more women. And women hate buying a car…right? You may find our analysis surprising. Automotive
InMoment XI
JANUARY 30, 2012
In designing your retail experience, how men and women perceive the experience needs to be considered, especially if you’re a brand that is trying to attract more women. And women hate buying a car…right? You may find our analysis surprising
InMoment XI
JANUARY 30, 2012
In designing your retail experience, how men and women perceive the experience needs to be considered, especially if you’re a brand that is trying to attract more women. And women hate buying a car…right? You may find our analysis surprising
InMoment XI
JANUARY 26, 2012
Thanks to all who have provided comments and feedback on The Ride. I really appreciate it. To keep it fresh, I want to start something new today and every Friday. It’s called “The Lighter Side” and it will highlight a video or written piece that takes us away from our regular analytic slant and toward. View Article. Automotive
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Want to know where CX is heading in 2022? Check out our 7 key predictions on how CX will evolve over the coming year and beyond. Download your copy now!
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