InMoment XI
MAY 29, 2012
Everyone agrees that it is important to gather feedback from employees in both a structured and unstructured fashion. Communication and transparency are critical to building a culture of trust and engagement where employees thrive and strive to provide their best performance. High levels of employee contentment are reflected in the customer experience.
Customer Input
MAY 9, 2012
'Using the power of storytelling, organizations can create not only more seamless cross-departmental interactions, but create more emotionally engaging customer experiences.
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Customers Rock!
MAY 4, 2012
I want to eat there! As many of you know, I have been doing quite a bit of traveling lately, speaking about my book and sharing the Customers Rock! message all over the world – most recently in Bogota, Colombia! As most travelers are aware, the customer experience is especially important when you are away from home; it becomes something we are truly living.
Service Untitled
MAY 28, 2012
Social media customer service is the quickest way for organizations to handle customer complaints, but it’s for all the world to see and can definitely have some negative effects on a company’s reputation. Facebook, Twitter, and company blogs are the most popular social media sites, and a proactive campaign to handle negative press can save an organization’s brand.
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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
MAY 17, 2012
'Beauty has long been recognised to be in the eye of the beholder. Could the same be said about customer service? The ideal customer service standards have been established for many different services across all sectors but do we give customers enough choice? Do they have the ability to put emphasis on certain element of the service and totally ignore others.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
InMoment XI
MAY 29, 2012
Everyone agrees that it is important to gather feedback from employees in both a structured and unstructured fashion. Communication and transparency are critical to building a culture of trust and engagement where employees thrive and strive to provide their best performance. High levels of employee contentment are reflected in the customer experience.
Customer Input
MAY 9, 2012
Using the power of storytelling, organizations can create not only more seamless cross-departmental interactions, but create more emotionally engaging customer experiences.
Customers Rock!
MAY 28, 2012
Social Media CRM, or Social CRM, is getting a lot of air time these days. But where does it fit? Today’s post is by Laurie Shook. Laurie is a technology marketer creating solutions that help people communicate and collaborate more effectively. When not blogging, on Twitter, or on Facebook, she is marketing WikiThreads , her small business featuring Dallas t-shirts and logo embroidery.
Service Untitled
MAY 1, 2012
It’s the Disney Institute’s 16th birthday, and as with all Sweet Sixteen parties, it’s a chance to celebrate successes and see how the pixie dust of enchantment mixes so effectively with the success of one man’s dream. Walt Disney stated, “You can dream, create, design and build the most wonderful place in the world, but it requires people to make the dream a reality.” The Disney Institute originally began in 1986 in Orlando offering “leisure learning&#
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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
Customer Interactions
MAY 28, 2012
'The term PSIM was coined within the physical security industry to describe a software platform that integrates different security systems and sensors. But can’t you do the same with VMS? In this article in the May issue of Security Dealer & Integrator, NICE’s Dr. Bob Banerjee explains why this definition of PSIM barely scratches the surface and gets to the bottom of the question on everyone’s mind: what’s the difference between PSIM and VMS?
InMoment XI
MAY 29, 2012
Everyone agrees that it is important to gather feedback from employees in both a structured and unstructured fashion. Communication and transparency are critical to building a culture of trust and engagement where employees thrive and strive to provide their best performance. High levels of employee contentment are reflected in the customer experience.
InMoment XI
MAY 16, 2012
More than 350 Voice of Customer (VOC) and customer experience professionals gathered today at the Metropolitan Hotel in Las Vegas for the first day of VoCFusion 2012. In temperatures approaching 100 degrees, attendees stayed cool inside and shared experiences on how to apply customer intelligence to fuel financial and operational growth.
InMoment XI
MAY 16, 2012
More than 350 Voice of Customer (VOC) and customer experience professionals gathered today at the Metropolitan Hotel in Las Vegas for the first day of VoCFusion 2012. In temperatures approaching 100 degrees, attendees stayed cool inside and shared experiences on how to apply customer intelligence to fuel financial and operational growth.
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
MAY 16, 2012
More than 350 Voice of Customer (VOC) and customer experience professionals gathered today at the Metropolitan Hotel in Las Vegas for the first day of VoCFusion 2012. In temperatures approaching 100 degrees, attendees stayed cool inside and shared experiences on how to apply customer intelligence to fuel financial and operational growth.
InMoment XI
MAY 10, 2012
The service model is the way your organization enables customers to do business with you. It consists of touch points that set the tone for overall customer satisfaction, trust and loyalty -- including interactions with local branch operations, transactions with the phone/help center and advertising and social media outlets. Satisfaction at each of these touch points should be measured and managed to influences customer loyalty.
InMoment XI
MAY 10, 2012
The service model is the way your organization enables customers to do business with you. It consists of touch points that set the tone for overall customer satisfaction, trust and loyalty -- including interactions with local branch operations, transactions with the phone/help center and advertising and social media outlets. Satisfaction at each of these touch points should be measured and managed to influences customer loyalty.
InMoment XI
MAY 10, 2012
The service model is the way your organization enables customers to do business with you. It consists of touch points that set the tone for overall customer satisfaction, trust and loyalty -- including interactions with local branch operations, transactions with the phone/help center and advertising and social media outlets. Satisfaction at each of these touch points should be measured and managed to influences customer loyalty.
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
Service Untitled
MAY 14, 2012
A strong business culture that is aligned with superior business goals outperforms their competitors by light years. These are the organizations who have figured out how to delight their customers and even make them smile. After all isn’t the Zappos’ motto “powered by service” incredibly motivational which delivers a message of trust and reliability?
Service Untitled
MAY 7, 2012
A surprisingly high statistic from the Research Institute of America (RIA) states an average business will never hear a word from 96 percent of their unhappy customers whose complaints range from poor service, rudeness, to discourteous treatment. These are the customers that silently move away from you and are welcomed with open-arms by the competition.
Service Untitled
MAY 21, 2012
If I have a problem with Comcast, I am obligated to call their toll-free number and begin the maze of selecting the right option. When I finally arrive at choice #3 I am then instructed to hold on for the next available agent who will assist me with my problem. There is no relaxing elevator music where I can work until an agent answers; instead I’m forced to listen to a litany of advertisements offering me more services that might very well call me back to this same maze of customer servic
InMoment XI
MAY 31, 2012
Good morning. In case you’re bored today or looking for a quick break at lunch, take a look at this video put out by the Sauber F1 Team. It’s quite astounding how they can fit everything into such a confined area and highlights the incredible technical complexities of F1. Down where the rest of us. View Article.
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Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr
InMoment XI
MAY 31, 2012
Good morning. In case you’re bored today or looking for a quick break at lunch, take a look at this video put out by the Sauber F1 Team. It’s quite astounding how they can fit everything into such a confined area and highlights the incredible technical complexities of F1. Down where the rest of us.
InMoment XI
MAY 31, 2012
Good morning. In case you’re bored today or looking for a quick break at lunch, take a look at this video put out by the Sauber F1 Team. It’s quite astounding how they can fit everything into such a confined area and highlights the incredible technical complexities of F1. Down where the rest of us.
InMoment XI
MAY 25, 2012
I came across a study that was done by Booz & Co. entitled the US Automotive Industry Study and Confidence Index. The sub-title is A Return to Optimism and the report does a nice job at covering some of the more salient issues facing the industry. The link is: [link] Topics covered include: 1. The. View Article.
InMoment XI
MAY 25, 2012
I came across a study that was done by Booz & Co. entitled the US Automotive Industry Study and Confidence Index. The sub-title is A Return to Optimism and the report does a nice job at covering some of the more salient issues facing the industry. The link is: [link] Topics covered include: 1. The.
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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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