Customers Rock!
SEPTEMBER 6, 2011
Who is your customer experience competition? Those of you only looking inside your own industry need to take a look around, as your competitors are not who you think they are – especially online. Organizations should be asking this question: Which companies have the best practices in customer focus across all industries ? I recently exchanged Facebook messages with Deb Robison , a smart marketing and social media gal.
Service Untitled
SEPTEMBER 26, 2011
Personalizing customer service consists of targeting an audience and acting on specific objectives to increase business, build brand loyalty, and attract new clients or customers. For instance, a phone conversation between an unhappy customer and a customer service agent is best handled when a customer feels confident that the first person they speak with will be the last person they will have to speak with until there is a resolution.
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Very Best Service
SEPTEMBER 20, 2011
'Does your customer service run like clockwork ? It needs to be reliable, accurate, adapt to various conditions, from cold showers to intense heat, and above all give the answer that the customer is looking for. But here comes the challenge: it has to be delivered in a personal manner, it can not be mechanical but can look good. In the way a watch can become a piece of jewellery , if you manage to bring all the pieces together, not only will you have delivered a service fit for purpose but also
InMoment XI
SEPTEMBER 20, 2011
What do Billy Beane, the General Manager of the Oakland A's, and your company's Voice of the Customer (VOC) initiatives have in common? Metrics, analytics, and insights that can provide teams and businesses with unfair advantages.
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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.
Brad Cleveland Blog
SEPTEMBER 1, 2011
We are seeing the emergence of the greatest customer movement in history. Is your organization ready? Are you ready? Studies reveal that the vast majority of consumers now use search engines, social communities and feedback sites to better understand a company’s commitment to service before making brand or product decisions.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Service Untitled
SEPTEMBER 29, 2011
There are a lot of successful businesses that are not the largest or the least expensive in what they sell. I think of Zappos and their success, and I think of Dunkin’ Donuts whose popularity has surpassed Starbucks in many markets. So what makes customer loyalty? Most likely its performance, reliability, offering something different which is worthwhile to the customer, and providing service far above what is commonly expected.
Service Untitled
SEPTEMBER 21, 2011
My client Jennifer called Bank of America to discuss a mortgage modification on her existing loan. Many of her friends and customers who I work with have had positive results modifying their loans; the process although at times frustrating and record intensive has helped many families remain in their homes with a more affordable monthly payment. The banks aren’t really losing anything because they do make it up at the end, they don’t have to spend the time and money on a foreclosure
Service Untitled
SEPTEMBER 15, 2011
My son was raised using the Internet and whenever we talk about buying a new product, he’s already on the corresponding website and has a wealth of information before I even find my car keys. In 2010, Forrester Research stated that retail online sales had grown 11 percent and expected increases of 10 percent a year through 2014. By 2014, consumer purchases using e-retail is expected to exceed $249 billion.
Service Untitled
SEPTEMBER 6, 2011
I was recently attracted to an article about Australia and how it is the normal bill of fare to pay for your meal before it is served. Since I have never been there, does that mean a diner leaves a tip after all is said and done, or do restaurants in Australia just pay the service staff higher wages thus eliminating the need for tipping? Australians argue that we are the “tipping society.&# Supposedly Australian service and hospitality industries pay sufficient wages so that tipping has no
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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
Service Untitled
SEPTEMBER 8, 2011
Billie Joe Armstrong used Twitter to make a lot of noise over the Internet about his latest experience on Southwest Airlines when he was recently kicked off because his pants were too low. @BJA official (Twitter). Billie Joe Armstrong. Just got kicked off a southwest flight because my pants sagged too low! What the (expletive)! No joke! Supposedly the story centered around a flight attendant who told Billie Jo to lift up his pants.
Very Best Service
SEPTEMBER 13, 2011
'The world of fine food has evolved dramatically over the past few years and preconceived ideas have been challenged by the introduction of new products such as sweet vinegars for example. In many companies customer service has long been a synonym of complaints and sour client relations. As a result it has attracted a lot of bad press. With the concerted effort of all concerned in enterprises the customer service department could instead become the sweet spot, the place where clients loyalty is
Very Best Service
SEPTEMBER 8, 2011
'Customer service tips T reat your customers the way you would like to be treated; I ntegrate your customer service with your marketing effort, making it a value-added activity; P ull your weight as good customer service requires dedication and, S tand out to make sure your efforts are noticed Picture courtesy of Hargreaves Plants with our thanks to be continued.
InMoment XI
SEPTEMBER 20, 2011
What do Billy Beane, the General Manager of the Oakland A's, and your company's Voice of the Customer (VOC) initiatives have in common? Metrics, analytics, and insights that can provide teams and businesses with unfair advantages.
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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InMoment XI
SEPTEMBER 20, 2011
What do Billy Beane, the General Manager of the Oakland A's, and your company's Voice of the Customer (VOC) initiatives have in common? Metrics, analytics, and insights that can provide teams and businesses with unfair advantages.
InMoment XI
SEPTEMBER 7, 2011
Allegiance recently conducted a focus group of VOC practitioners at leading companies. One of the questions asked was: What is on your wish list for what you’d like to see in a VOC program in the future? Read this post to view a few of the responses and add your own.
InMoment XI
SEPTEMBER 7, 2011
Allegiance recently conducted a focus group of VOC practitioners at leading companies. One of the questions asked was: What is on your wish list for what you’d like to see in a VOC program in the future? Read this post to view a few of the responses and add your own.
InMoment XI
SEPTEMBER 7, 2011
Allegiance recently conducted a focus group of VOC practitioners at leading companies. One of the questions asked was: What is on your wish list for what you’d like to see in a VOC program in the future? Read this post to view a few of the responses and add your own.
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
Very Best Service
SEPTEMBER 6, 2011
'Customer service employees As your customer service employees return from their summer holidays, do make sure that the benefits of a relaxing time on the beach is being felt by your clients. Is the outlook of your customer service employees changing? Have they come out of their shell? They should be given more of a free rein to resolve customers issues and problems before they fall back into their well-worn customer service old habits.
Very Best Service
SEPTEMBER 1, 2011
'How to handle customer service email? With regards to customer service email there is just one simple piece of advice: do answer the emails from your clients and don''t let them sit in your computer ''s inbox for too long. There is nothing more frustrating for a customer than waiting for an answer which never comes - and by the way, make sure you reply to your [potential] suppliers too, making it one your top customer service qualities.
Brad Cleveland Blog
SEPTEMBER 1, 2011
We are seeing the emergence of the greatest customer movement in history. Is your organization ready? Are you ready? Studies reveal that the vast majority of consumers now use search engines, social communities and feedback sites to better understand a company’s commitment to service before making brand or product decisions.
Brad Cleveland Blog
SEPTEMBER 13, 2011
Call centers (contact centers) are growing. Here are a few samples of recent news stories: WLBZ2, Maine: [link] Times and Transcript, New Brunswick: [link] ABC News: [link].
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.
Brad Cleveland Blog
SEPTEMBER 13, 2011
Call centers (contact centers) are growing. Here are a few samples of recent news stories: WLBZ2, Maine: [link] Times and Transcript, New Brunswick: [link] ABC News: [link].
Customer Interactions
SEPTEMBER 25, 2011
'NICE is excited to announce the General Availability (GA) of its newest release of the NiceVision enterprise-class, open-platform, intelligent IP video surveillance solution – NiceVision Net 2.5. NiceVision Net 2.5 is about making the right “MOVE” to a leading IP video management solution. “MOVE” is more than just a catchy marketing slogan.
Customer Interactions
SEPTEMBER 7, 2011
'This is the second in a series of Q&A interviews with James Lipinski, ENP, Enhanced 9-1-1 IT Manager for the Vermont Enhanced 9-1-1 Board. James was one of several NG9-1-1 experts to join our NG9-1-1 Panel Discussion at APCO recently (NG9-1-1: Past Lessons, Present State, Future Opportunities). In this three-part Q&A interview, James touches on the implications of NG9-1-1 from the standpoint of 9-1-1 Communication Center processes.
Customer Interactions
SEPTEMBER 10, 2011
'Has airport security improved in the decade since 9/11? In this blog published in SMT Online, Jamie Wilson, EMEA Security marketing manager for NICE Systems, weighs in.
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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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