InMoment XI

FEBRUARY 22, 2011

Could your loyalty, satisfaction and engagement surveys also behave as sort of “leading indicators” that affect performance in other areas of your company? If customers are more engaged, will they buy more product? Will they recommend you? Will this have any bearing on inventory, staffing or R&D? Think about designing your VOC program with the intent that the data can trickle down to show relevance in your day-to-day operations and business outcomes.

Loyalty 200

Loyalty Engagement Customers 200

Service Untitled

FEBRUARY 7, 2011

If you’re in business, you’re in customer service, and direct employee satisfaction and customer satisfaction are ultimately intertwined. So why not hedge your bets and recognize employees for their time and effort? If you see employees as important investments, then you realize the need to show appreciation for jobs well done, time spent serving your company, and those extra steps some staff members always seem to demonstrate that make us as company owners and compassionate humans j

Customer Service 51

Customer Service Customers Customer Satisfaction Loyalty 51

Very Best Service

FEBRUARY 27, 2011

'Online customer service The development of online customer service delivery has made it more difficult to establish warm relationships with customers. A new challenge facing customer service training is to ensure that despite the lack of direct human contact, customer service representatives are able to engage with customers, develop a personal contact and above all that the relationships do not become frosty , especially on social media channels where it is witnessed by millions.

Customer Service 40

Customer Service Customer Service Training Customer Relationship Management Social Media 40

Customer Interactions

FEBRUARY 27, 2011

'If you’ve ever had to dial 9-1-1 you know how long those seconds, minutes feel while you’re waiting for help to arrive. The feeling is indescribable. Time stops. And the only lifeline you have is the voice on the other end of the phone. Still, for the importance of what they do, those who make 9-1-1 possible are seldom recognized. That’s why NICE introduced the PSAPs’ Finest awards in 2006.

2006 28

2006 Wireless Telecommunications 2010 28

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Customers

InMoment XI

FEBRUARY 22, 2011

Could your loyalty, satisfaction and engagement surveys also behave as sort of “leading indicators” that affect performance in other areas of your company? If customers are more engaged, will they buy more product? Will they recommend you? Will this have any bearing on inventory, staffing or R&D? Think about designing your VOC program with the intent that the data can trickle down to show relevance in your day-to-day operations and business outcomes.

Loyalty 200

Loyalty Engagement Customers 200

InMoment XI

FEBRUARY 15, 2011

The names we give them vary from company to company: rogue, unofficial, unsanctioned, ghost, one-off. Voice of Customer (VOC) experts appreciate the power of a neat customer feedback strategy. But in many organizations, there is no central authority governing how, when and why customers are surveyed. When your customers are surveyed in a disjointed, illogical and inconsistent manner, both your VOC initiative and your customer relationships suffer.

Government 200

Government Voice of Customer Customer Relationships Feedback 200

InMoment XI

FEBRUARY 15, 2011

The names we give them vary from company to company: rogue, unofficial, unsanctioned, ghost, one-off. Voice of Customer (VOC) experts appreciate the power of a neat customer feedback strategy. But in many organizations, there is no central authority governing how, when and why customers are surveyed. When your customers are surveyed in a disjointed, illogical and inconsistent manner, both your VOC initiative and your customer relationships suffer.

Government 200

Government Voice of Customer Customer Relationships Feedback 200

InMoment XI

FEBRUARY 15, 2011

The names we give them vary from company to company: rogue, unofficial, unsanctioned, ghost, one-off. Voice of Customer (VOC) experts appreciate the power of a neat customer feedback strategy. But in many organizations, there is no central authority governing how, when and why customers are surveyed. When your customers are surveyed in a disjointed, illogical and inconsistent manner, both your VOC initiative and your customer relationships suffer.

Government 200

Government Voice of Customer Customer Relationships Feedback 200

InMoment XI

FEBRUARY 9, 2011

Survey results that are presented as “average scores” can easily miss the mark. What does an average satisfaction score of 7.78 really mean? Presenting metrics that everyone can understand and act on is a critical component of any Customer Satisfaction / Customer Loyalty program, and it need not be very difficult.

Loyalty Programs 200

Loyalty Programs Presentation Customer Satisfaction Metrics 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 9, 2011

Survey results that are presented as “average scores” can easily miss the mark. What does an average satisfaction score of 7.78 really mean? Presenting metrics that everyone can understand and act on is a critical component of any Customer Satisfaction / Customer Loyalty program, and it need not be very difficult.

Loyalty Programs 200

Loyalty Programs Presentation Customer Satisfaction Metrics 200

InMoment XI

FEBRUARY 9, 2011

Survey results that are presented as “average scores” can easily miss the mark. What does an average satisfaction score of 7.78 really mean? Presenting metrics that everyone can understand and act on is a critical component of any Customer Satisfaction / Customer Loyalty program, and it need not be very difficult.

Loyalty Programs 200

Loyalty Programs Presentation Customer Satisfaction Metrics 200

InMoment XI

FEBRUARY 3, 2011

Social media offers customer service professionals a great opportunity to leverage a new channel for customer feedback and enhanced communications. By establishing social media as a shared resource, contact center managers can identify new ways to enhance the quantity, quality and value of electronic communications.

Social Media 200

Social Media Contact Center Communication Feedback 200

InMoment XI

FEBRUARY 3, 2011

Social media offers customer service professionals a great opportunity to leverage a new channel for customer feedback and enhanced communications. By establishing social media as a shared resource, contact center managers can identify new ways to enhance the quantity, quality and value of electronic communications.

Social Media 200

Social Media Contact Center Communication Feedback 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

InMoment XI

FEBRUARY 3, 2011

Social media offers customer service professionals a great opportunity to leverage a new channel for customer feedback and enhanced communications. By establishing social media as a shared resource, contact center managers can identify new ways to enhance the quantity, quality and value of electronic communications.

Social Media 200

Social Media Contact Center Communication Feedback 200

Service Untitled

FEBRUARY 24, 2011

The more an organization understands how their company is performing and what works or not works can determine success or failure. What better way to gain an understanding of customer experiences and their relevant needs than by creating a representative group of customers who can offer advice on products, services, and a company’s future direction?

Insights 48

Insights Webinar Customer Satisfaction Customers 48

Service Untitled

FEBRUARY 25, 2011

Most of us are busy setting appropriate expectations for our customers. We have found that consistently great service, honesty, and integrity are very important priorities, and it’s always better to be consistently good rather than great just once in a while. Loyal customers are those who have stayed with organizations because of the high quality of their products or services over a continuous period of time.

Customer Expectations 50

Customer Expectations Insurance Books Customers 50

Service Untitled

FEBRUARY 15, 2011

At one time only large organizations could afford the expense of customer surveys. Third party companies would construct and conduct the questionnaire, send them out to customers and clients, and tally up the results. Unfortunately, by the time the results came back, the product or the service was outdated. Surveys need to provide immediate actionable information that can boost performance and build trust and confidence.

Feedback 46

Feedback Customer Confidence Customers Books 46

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

Service Untitled

FEBRUARY 9, 2011

A new customer rating service is now available on your iPhone as Tello officially arrived at the App Store. It can be used to rate nearby businesses in your iPhone geolocation. Once you find or enter a business, you enter the name of the employee you want to rate. A thumbs up or thumbs down icon appears, and if you want to spend a bit more time about your good or bad experience, you can enter a brief comment.

Customer Service 49

Customer Service Social Media Hotels Customers 49

Service Untitled

FEBRUARY 1, 2011

Through design, an organization presents their brand. Through tag-lines, the identity of a company’s brand is described and thus promoted. Marketing campaigns then proceed to develop brand recognition, but if that were all that any organization had to do to promote their particular company, many of us in customer service would be out of a job.

Brands 49

Brands Customer Service Customer Service Training Customers 49

Service Untitled

FEBRUARY 17, 2011

On January 21, a customer service agent for 39DollarGlasses.com has been lauded as a hero after some quick thinking. Customer service representative Donna Petrosini was speaking with Karen Ford, a customer since 2008, when Ford began to slur her words and dropped the phone. And 800 miles away, Karen Ford, a wheelchair bound Northwest Georgia resident was indeed in trouble.

Customer Service Representative 69

Customer Service Representative Customer Service 2008 2010 69

Service Untitled

FEBRUARY 2, 2011

Culture is how an organization operates whether you chalk it up to customs, attitudes, or etiquette. It’s difficult to define because every business has a culture, but how effectively does it serve a company, and if we want to transform our culture can we really do it? I doubt there’s a customer service story about successful culture that does not include the examples of Zappos or the Ritz Carlton, but don’t we all want our own unique successful culture?

Culture 46

Culture Customer Service E Commerce Social Media 46

Advertiser: ZoomInfo

In times of economic uncertainty, account-based strategies are essential. According to several business analysts and practitioners, ABM is a necessity for creating more predictable revenue. Research shows that nearly three-quarters of marketers (74%) already have the resources needed to build successful ABM programs.

Marketing

Service Untitled

FEBRUARY 22, 2011

Jaguar of North America has just been recognized as a JD Power 2011 Customer Service Champion which means they have excelled in their own industry by delivering superior service to their US customers. Part of the criteria used to measure customer satisfaction were the “touch points&# of people, presentation, process, product, and price. According to JD Power, Jaguar is noted for standing out by satisfying customers with new-vehicle sales experiences.

Customer Service 45

Customer Service 2011 Transportation Poor Customer Service 45

Service Untitled

FEBRUARY 10, 2011

Out of the top industries which include airlines, banks, cell phone services, credit cards, hotels, insurance firms, internet providers, investment companies, medical insurance, and retailers, consumers ultimately choose good customer service over low prices. While low prices certainly entice us to buy from someone, a bad experience and a lack of respect can drive that customer away in a New York moment.

Culture 44

Culture Insurance Banking Airlines 44

Service Untitled

FEBRUARY 8, 2011

Much of retail has shifted from brick and mortar to internet shopping. We can shop anytime; the e-commerce site doesn’t close at 9:00 PM, no need to find a parking space, and a ton of other conveniences including saving $3.40 per gallon of gas to drive to the stores. Customers are definitely interested in low competitive prices, but if you’re a small to medium company, there’s going to be a problem competing with the large companies, so the focus is going to have to fall on cus

E Commerce 41

E Commerce Retail Customer Service Definition 41

Service Untitled

FEBRUARY 3, 2011

When Delta merged with Northwest Airlines, it seemed just to make a wider venue for the endless lack of customer service and concern. Delta received the highest rate of customer complaints filed with the Department of Transportation for the first nine months of last year, and they were only one step above dead last for on time arrivals and baggage handling through November.

Airlines 56

Airlines Transportation Travel 2010 56

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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