InMoment XI

FEBRUARY 22, 2013

Did you know that improving client relationships at the account level is one of the most powerful ways your sales team can grow pipeline and revenue? But that's not what most B2B organizations do. How about yours? To experience 100%, 200% or 300% growth in key accounts, managers need to better understand what customers have to say. Join Jamie Ziegler, Allegiance sales/customer loyalty expert, on Tuesday, February 26th for a complimentary webinar to learn the five key components of a successful c

Loyalty Programs 200

Loyalty Programs Loyalty Sales Engagement 200

Service Untitled

FEBRUARY 6, 2013

The fast paced world of Twitter, Facebook, and Yelp combined with the technological advances of smart phones, interactive websites, and emails enable millions of users to make better informed decisions than ever before possible. There’s hardly a moment when someone isn’t consulting Google to learn more about a product, a person, or a service.

Customer Service 83

Customer Service 2005 Social Media 2011 83

ClearAction

FEBRUARY 25, 2013

Is Your Marketing Organization Ready to Change its MO? Gary Katz. It can sometimes be difficult to determine whether your company is ready to implement Marketing Operations. As described in 7 Deadly Sins of Marketing (previous blog post), Marketing Operations (MO) is an emerging discipline with the potential to significantly increase performance and accountability in complex marketing organizations.

Marketing 54

Marketing Magazine ROI Government 54

Very Best Service

FEBRUARY 4, 2013

'Customer service web What can spiders web teach us about customer service? Over the years, they have perfected the art of building a structure which catches all. In many environment, if we leave them a little bit of time, they will construct a web to catch food. What about applying the same technique to customer service? Web based customer service would consist of a close knit network of multiple interactions with customers.

Customer Service 56

Customer Service Reference Customers Interaction 56

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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.

Customers

Customer Interactions

FEBRUARY 7, 2013

'When a company invests in a solution such as PSIM the obvious reason is to improve security. But when’s the last time you heard “improved security” mentioned as a source of ROI? Yet, the potential ROI from security improvements can far outweigh any operational cost savings from PSIM. This is especially true in very sensitive industries where the cost of a security breach, the mishandling of a safety malfunction, or failure to comply with regulations can have huge financial imp

ROI 46

ROI Financial 2013 Events 46

InMoment XI

FEBRUARY 22, 2013

Did you know that improving client relationships at the account level is one of the most powerful ways your sales team can grow pipeline and revenue? But that's not what most B2B organizations do. How about yours? To experience 100%, 200% or 300% growth in key accounts, managers need to better understand what customers have to say. Join Jamie Ziegler, Allegiance sales/customer loyalty expert, on Tuesday, February 26th for a complimentary webinar to learn the five key components of a successful c

Loyalty Programs 200

Loyalty Programs Loyalty Sales Engagement 200

Service Untitled

FEBRUARY 14, 2013

Buying a new car is a baffling and expensive experience for everyone; options have become so technical making it extremely difficult for car buyers to figure out what they need or really want. BMW recognizes the dilemma and has launched a new program called Genius Everywhere remarkably similar to the Genius Bar at Apple stores. In a story posted by industry marketer Advertising Age, the “geniuses” will be salaried personnel who will walk around BMW showrooms with iPads and provide in

Customer Service 68

Customer Service Innovation Advertising Loyalty 68

InMoment XI

FEBRUARY 22, 2013

Did you know that improving client relationships at the account level is one of the most powerful ways your sales team can grow pipeline and revenue? But that's not what most B2B organizations do. How about yours? To experience 100%, 200% or 300% growth in key accounts, managers need to better understand what customers have to say. Join Jamie Ziegler, Allegiance sales/customer loyalty expert, on Tuesday, February 26th for a complimentary webinar to learn the five key components of a successful c

Loyalty Programs 200

Loyalty Programs Loyalty Sales Engagement 200

InMoment XI

FEBRUARY 13, 2013

Allegiance is very excited to announce the full schedule of 60 sessions, including expert speakers, case study presentations and workshops, at this year's VoCFusion 2013 event. It promises to be the largest Voice of Customer event ever, with a keynote address by best-selling author and political analyst Nate Silver.

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2013 Voice of Customer Events Workshop 200

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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

Retail

InMoment XI

FEBRUARY 13, 2013

Allegiance is very excited to announce the full schedule of 60 sessions, including expert speakers, case study presentations and workshops, at this year's VoCFusion 2013 event. It promises to be the largest Voice of Customer event ever, with a keynote address by best-selling author and political analyst Nate Silver.

2013 200

2013 Voice of Customer Events Workshop 200

InMoment XI

FEBRUARY 13, 2013

Allegiance is very excited to announce the full schedule of 60 sessions, including expert speakers, case study presentations and workshops, at this year's VoCFusion 2013 event. It promises to be the largest Voice of Customer event ever, with a keynote address by best-selling author and political analyst Nate Silver.

2013 200

2013 Voice of Customer Events Workshop 200

InMoment XI

FEBRUARY 6, 2013

If you're a Customer Experience or Voice of the Customer practitioner, we'd like to invite you to join us on-air this Friday, February 8th, at 4pm Mountain (6pm Eastern) when we'll be discussing the importance of industry certification for VOC Professionals.

Customer Experience 200

Customer Experience Customers 200

InMoment XI

FEBRUARY 6, 2013

If you're a Customer Experience or Voice of the Customer practitioner, we'd like to invite you to join us on-air this Friday, February 8th, at 4pm Mountain (6pm Eastern) when we'll be discussing the importance of industry certification for VOC Professionals.

Customer Experience 200

Customer Experience Customers 200

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.

Customer Insights

Service Untitled

FEBRUARY 27, 2013

The entire history of Sears is way beyond the scope of today’s blog post, but a short summary of Sears has its roots dating back to 1886 when the founder, Robert Sears began selling watches in Chicago. Thirty years later arose the brands of Kenmore and Craftsman, and during the organization’s billion dollar growth came Allstate, Caldwell Banker, and Dean Witter.

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Customer Service Poor Customer Service 2012 Culture 61

InMoment XI

FEBRUARY 28, 2013

Michael Allenson’s latest column in Survey Magazine titled Sunlight Kills Vampires and Causes Higher Ratings explores how consumer ratings vary from state to state. His third column also debuts our new Survey Says logo. Michael uses CEBenchmarks to reveal how customers in different parts of the country tend to have a positive or negative skew.

Magazine 200

Magazine Article Consumers Customers 200

InMoment XI

FEBRUARY 28, 2013

Michael Allenson’s latest column in Survey Magazine titled Sunlight Kills Vampires and Causes Higher Ratings explores how consumer ratings vary from state to state. His third column also debuts our new Survey Says logo. Michael uses CEBenchmarks to reveal how customers in different parts of the country tend to have a positive or negative skew.

Magazine 200

Magazine Article Consumers Customers 200

InMoment XI

FEBRUARY 28, 2013

Michael Allenson’s latest column in Survey Magazine titled Sunlight Kills Vampires and Causes Higher Ratings explores how consumer ratings vary from state to state. His third column also debuts our new Survey Says logo. Michael uses CEBenchmarks to reveal how customers in different parts of the country tend to have a positive or negative skew.

Magazine 200

Magazine Article Consumers Customers 200

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

Contact Center

InMoment XI

FEBRUARY 27, 2013

We all know that surveys can be powerful feedback tools. How satisfied are your employees? Employee satisfaction surveys can provide insights on their passions, stresses and ideas. How do your customers really feel about their latest purchase? Transactional surveys can help uncover customer insights and increase customer retention. Whether you're looking to gather information, identify and diagnose problems or uncover emerging opportunities, surveys can be a low-cost, highly effective tool for m

Customer Retention 200

Customer Retention Customer Insights Insights Feedback 200

InMoment XI

FEBRUARY 27, 2013

We all know that surveys can be powerful feedback tools. How satisfied are your employees? Employee satisfaction surveys can provide insights on their passions, stresses and ideas. How do your customers really feel about their latest purchase? Transactional surveys can help uncover customer insights and increase customer retention. Whether you're looking to gather information, identify and diagnose problems or uncover emerging opportunities, surveys can be a low-cost, highly effective tool for m

Customer Retention 200

Customer Retention Customer Insights Insights Feedback 200

InMoment XI

FEBRUARY 27, 2013

We all know that surveys can be powerful feedback tools. How satisfied are your employees? Employee satisfaction surveys can provide insights on their passions, stresses and ideas. How do your customers really feel about their latest purchase? Transactional surveys can help uncover customer insights and increase customer retention. Whether you're looking to gather information, identify and diagnose problems or uncover emerging opportunities, surveys can be a low-cost, highly effective tool for m

Customer Retention 200

Customer Retention Customer Insights Insights Feedback 200

InMoment XI

FEBRUARY 25, 2013

We’ve all probably heard stories about a customer “blackmailing” a service provider by threatening to submit a poor customer satisfaction survey. I recently heard (on NPR’s “Wait Wait Don’t Tell Me” news quiz show) and read about (here) someone taking this to a new level in the social media world. Apparently someone came up with. View Article.

Social Media 200

Social Media Customer Satisfaction Article Customers 200

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.

Marketing

InMoment XI

FEBRUARY 25, 2013

We’ve all probably heard stories about a customer “blackmailing” a service provider by threatening to submit a poor customer satisfaction survey. I recently heard (on NPR’s “Wait Wait Don’t Tell Me” news quiz show) and read about (here) someone taking this to a new level in the social media world. Apparently someone came up with.

Social Media 200

Social Media Customer Satisfaction Article Customers 200

InMoment XI

FEBRUARY 25, 2013

We’ve all probably heard stories about a customer “blackmailing” a service provider by threatening to submit a poor customer satisfaction survey. I recently heard (on NPR’s “Wait Wait Don’t Tell Me” news quiz show) and read about (here) someone taking this to a new level in the social media world. Apparently someone came up with.

Social Media 200

Social Media Customer Satisfaction Article Customers 200

InMoment XI

FEBRUARY 22, 2013

Okay. I’ll admit that I’m a bit of an app junkie and have tried many of the apps in the Apple App Store but only 120 have a home on my iPhone or iPad Mini. Since I’m a list maker, my favorite app is the Grocery Gadget which allows you to make shopping lists and. View Article.

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Article 200

InMoment XI

FEBRUARY 22, 2013

Okay. I’ll admit that I’m a bit of an app junkie and have tried many of the apps in the Apple App Store but only 120 have a home on my iPhone or iPad Mini. Since I’m a list maker, my favorite app is the Grocery Gadget which allows you to make shopping lists and.

Article 200

Article 200

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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

Customer Service Representative