August, 2011

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The Impact of “Big Data” on Voice of Customer

InMoment XI

With the growth of digital transactions, more consumer data is becoming available through smartphones, GPS, mobile banking, etc. The availability of “big data” means marketers and customer experience professionals have the potential to gain deeper insight into customer behavior.

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The Old College Try

Customers Rock!

Today, I have a special guest blogger, Greg Meyer. Greg and I are kindred spirits when it comes to customer experience, and I asked him to share a recent car rental story and the lessons one can learn from it. Thanks, Greg. You rock! The Old College Try. “Do, or do not. There is no try&# - @yoda. “We try harder&# - @avis. It’s really challenging to “speak with one voice&# as a company, whether your company is small, large, or anywhere in between.

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Consumers willing to pay more for good service

Service Untitled

A recent survey conducted by American Express shows Americans demanding better customer service as compared to last year. Statistics showed 70 percent of consumers willing to spend 13 percent more for “WOW&# service as compared to 2010 when only 55 percent of consumers were only willing to spend 9 percent more. Jim Bush, executive vice-president for American Express World Service stated: “Getting service right is more than just a nice to do; it’s a must-do.

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Customer service success

Very Best Service

'Customer service success should be celebrated. Why not send away your customer service team to one of the 5 star best hotel getaways so that they can celebrate their success in style, maybe with a bottle of Champagne? Customer service success only comes after a lot of innovation, passion and hard work. If your organisation is successfully delivering its customer service strategy it is critical that the teams responsible are properly thanked and rewarded in the same way as sales and marketing te

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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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Perspective on First Call Resolution

Brad Cleveland Blog

First-call resolution (FCR) is an increasingly popular performance measure in customer contact environments. And that’s a good thing: Unresolved contacts are a common source of customer dissatisfaction, and the organization tends to incur many additional expenses (e.g., repeat calls, rework, etc.) when issues are not fully resolved. However, despite clear benefits, FCR must be implemented carefully.

More Trending

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The Impact of “Big Data” on Voice of Customer

InMoment XI

With the growth of digital transactions, more consumer data is becoming available through smartphones, GPS, mobile banking, etc. The availability of “big data” means marketers and customer experience professionals have the potential to gain deeper insight into customer behavior.

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The Hidden Power of Your Customers is Launched!

Customers Rock!

I just wanted to share some very exciting news with all of you – my book, The Hidden Power of Your Customers , is now launched! It has been an exciting week with the various launch activities, including an interview on NBC TV in San Diego, a book interview video released by my friends at Lithium Technologies , and the beginning of my book tour/book signing at the US Grant Hotel in San Diego.

Books 66
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Chick-fil-A recipe for excellent customer service

Service Untitled

Today in the Jonesboro, Arkansas Regional Chamber of Commerce presentation, franchised restaurant operator and owner of Chick-fil-A, Mike Fullington explained to his audience how customer service can have an impact on a person’s day and even his life. He explained those who really do it well have a certain “spirit,&# and that is not something that is trained; rather it comes from the heart with the desire to serve and help others.

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The Impact of “Big Data” on Voice of Customer

InMoment XI

With the growth of digital transactions, more consumer data is becoming available through smartphones, GPS, mobile banking, etc. The availability of “big data” means marketers and customer experience professionals have the potential to gain deeper insight into customer behavior.

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The 2023 Verint Experience Index: Retail

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

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Making VOC Data More Actionable

InMoment XI

There is a lot of talk in the industry about making Voice of Customer data more actionable. But to achieve this, you must first understand the type of data that is uniquely available and actionable in a successful VOC program. VOC programs fail most often because they provide just scores, changes in scores, or data that is only part of the solution.

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Making VOC Data More Actionable

InMoment XI

There is a lot of talk in the industry about making Voice of Customer data more actionable. But to achieve this, you must first understand the type of data that is uniquely available and actionable in a successful VOC program. VOC programs fail most often because they provide just scores, changes in scores, or data that is only part of the solution.

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Making VOC Data More Actionable

InMoment XI

There is a lot of talk in the industry about making Voice of Customer data more actionable. But to achieve this, you must first understand the type of data that is uniquely available and actionable in a successful VOC program. VOC programs fail most often because they provide just scores, changes in scores, or data that is only part of the solution.

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Building loyalty through customized products and services

Service Untitled

As kids we used to happily create personal gifts for our family and friends. It’s ironic, during my last move to my new home that keeping those special “Arts and Crafts&# products made by my son are the very ones I still cherish the most. Of course, there’s the emotional ties included in those lopsided candy dishes and Christmas ornaments made out of popsicle sticks, but it reminds me of the latest trends labeled as “Go Green,&# “Do-it-Yourself,&# and “Buy Loc

Loyalty 41
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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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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Customer service continues to center on good client communication

Service Untitled

Once upon a time a client or customer would call a business on the telephone or write a letter; whether it was a complaint or compliment, the conversations remained private. As we fast forward to the 21st century however, organizations have been forced into finding new ways to deal with public feedback. Customers are empowered with online resources to share opinions.

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Customer service ratings for airlines during Hurricane Irene

Service Untitled

If you had to cancel your flight because of Hurricane Irene, you may have been waiting on a “a virtual holding pattern&# for a customer service representative. Depending upon the airline a passenger chose, a lot of customer service left much to be desired considering hundreds of thousands of airline, rail and bus passengers were slated to be grounded as Hurricane Irene swept up the East Coast.

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What it takes to succeed as a customer service representative

Service Untitled

The best customer service representatives focus on people. They are good listeners, good communicators, and convey to us a positive and patient demeanor. These amazingly reliable people provide business owners with the competitive advantage over their competition, and it doesn’t matter if the economy is dragging – successful organizations continue to recognize the importance of their employees.

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Customer service at “stake” at Morton’s Steakhouse?

Service Untitled

Peter Shankman is an author and frequent customer service blogger who has an impressive 100.000 Twitter followers, so the other day he used an experience to allegedly show how companies treat their good clients. As he was preparing to take off from the airport at Tampa, Florida, Shankman tweeted to Morton’s Steakhouse Restaurant that he wanted a porterhouse steak waiting for him when he arrived at Newark Airport in New Jersey.

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Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

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

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Perspective on First Call Resolution

Brad Cleveland Blog

First-call resolution (FCR) is an increasingly popular performance measure in customer contact environments. And that’s a good thing: Unresolved contacts are a common source of customer dissatisfaction, and the organization tends to incur many additional expenses (e.g., repeat calls, rework, etc.) when issues are not fully resolved. However, despite clear benefits, FCR must be implemented carefully.

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Shaping Your Customer Access Strategy for Social Media

Brad Cleveland Blog

(Note, a full version of this post recently appeared in ICMI’s Global Report on Call Center Practices. To subscribe, see link at bottom.) While social media projects often begin as marketing initiatives or as the responsibility of newly established cross-functional teams, the contact center invariably assumes a more central role as resource requirements for listening and interacting become evident.

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Shaping Your Customer Access Strategy for Social Media

Brad Cleveland Blog

(Note, a full version of this post recently appeared in ICMI’s Global Report on Call Center Practices. To subscribe, see link at bottom.) While social media projects often begin as marketing initiatives or as the responsibility of newly established cross-functional teams, the contact center invariably assumes a more central role as resource requirements for listening and interacting become evident.

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$1.00/1 Coffee-Mate Natural Bliss Creamer Coupon

Service Untitled

Like Coffee-Mate Natural Bliss on Facebook , and go to the “50k Coupons&# tab, for a $1.00/1 Coffee-Mate Natural Bliss Creamer Coupon ~. While you’re at Facebook, be sure to ‘Like’ Saving Everyday too. We often post deals and coupons there that aren’t on the site! This has been added to the Facebook Offers Page and the Printable Coupon Page. Don't miss out on all the current freebies available!

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How to Stay Competitive in the Evolving State of Martech

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

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LAX Recognized in GCN Award Competition

Customer Interactions

'Each year about this time Government Computer News unveils the winners of its coveted GCN Awards. This year’s top ten projects were hand picked from a list of more than 200 nominated projects. Among the projects recognized by the judges was the Los Angeles World Airports ARCC which received an Honorable Mention for IT achievement. The 9000-square foot center houses police, fire and airport personnel under one roof and boasts new software programs, like NICE Situator, making LAX one of the

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Video Analytics – The True Story

Customer Interactions

'Over-promise and under-deliver: that’s the feeling we’re all left with when someone mentions video analytics. And rightly so – because many vendors claim they do video analytics, but often there’s no way to determine just how well they do it. And it''s that way with many things. Case in point - I can pound out a few keys on the piano, but I''m certainly no Mozart.

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Thanks to the Unsung Heros of 9-1-1

Customer Interactions

'Since childhood we have been taught that in an emergency we should call the universal emergency number 9-1-1. Our expectation upon calling is that we will soon have a police officer, a fireman or an emergency medical unit arrive at our location and begin aiding us in our emergency. In addition to being taught to call 9-1-1, we hear stories daily about the heroic efforts of first responders around the world who have come to the assistance of those in need.