InMoment XI
JULY 6, 2010
Companies can no longer buy customer loyalty and assume customers will stay. It is easy for customers to “click away” and buy from another vendor. Customer Experience Management is now a formal process that involves multiple processes and departments. It requires the mapping of customer touchpoints, and combines operational and CRM data with customer service and marketing information
Customers Rock!
JULY 28, 2010
Today we have a guest blogger with us here on Customers Rock!, Nate Bagley. Nate is the Social Media Expert at Mindshare Technologies. Mindshare is a leader in the Voice of the Customer industry, helping companies foster consumer satisfaction, build customer loyalty, and support employee retention. Click here to learn more about Mindshare. Is Your “Lack of Remarkable&# Preventing Customer Loyalty? by Nate Bagley. The most important aspect of any customer-driven business is consistency.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Service Untitled
JULY 30, 2010
I was just at Petco to buy dog food, and the cashier asked me if I wanted to join their customer loyalty program. All it took was my phone number and email address, and I would earn money back on all of my purchases
Very Best Service
JULY 23, 2010
One of the challenges when defining the attributes of a customer service strategy is to decide whether the approach should be the same for all customers or whether a degree of flexibility is possible. If companies chose to offer a tailored customer service to all, costs are becoming a major issue and the products and services become uncompetitive, unless the client is prepared to pay for it.
Advertisement
Ventana Research named Verint an Exemplary Leader in the 2023 Customer Experience Management Value Index, leading in multiple categories including Adaptability, Manageability, Usability and Product Experience. Download the Index.
Customer Interactions
JULY 27, 2010
As Director of the Fairfax County, Virginia Department of Public Safety Communications, I have the distinct honor of heading up a new full-service, state-of-the art, next generation 9-1-1 public safety communications center that serves Fairfax County. Our center is co-located with 3 other agencies (the Virginia State Police Dispatch Center, the Fairfax County Office of Emergency Management and Emergency Operations Center and the Virginia Department of Transportation Traffic Management Center).
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
InMoment XI
JULY 6, 2010
Companies can no longer buy customer loyalty and assume customers will stay. It is easy for customers to “click away” and buy from another vendor. Customer Experience Management is now a formal process that involves multiple processes and departments. It requires the mapping of customer touchpoints, and combines operational and CRM data with customer service and marketing information
InMoment XI
JULY 19, 2010
For any VOC initiative, it is just as critical to conduct employee surveys as it is to survey customers. Employee engagement drives customer engagement, and without understanding the hearts and minds of your employees, your VOC initiative will be incomplete
InMoment XI
JULY 19, 2010
For any VOC initiative, it is just as critical to conduct employee surveys as it is to survey customers. Employee engagement drives customer engagement, and without understanding the hearts and minds of your employees, your VOC initiative will be incomplete
InMoment XI
JULY 19, 2010
For any VOC initiative, it is just as critical to conduct employee surveys as it is to survey customers. Employee engagement drives customer engagement, and without understanding the hearts and minds of your employees, your VOC initiative will be incomplete
Advertisement
Want to know where CX is heading in 2023? From the Metaverse and Web3 to how macroeconomic influences are impacting CX, this Trend Report will give you a taste of what is to come in the year ahead and beyond.
InMoment XI
JULY 12, 2010
Transactional surveys are a great way to capture customer feedback immediately following a transaction or event. Companies can use them to gain a better understanding of a customer’s experience and perceptions of service quality. General
InMoment XI
JULY 12, 2010
Transactional surveys are a great way to capture customer feedback immediately following a transaction or event. Companies can use them to gain a better understanding of a customer’s experience and perceptions of service quality
InMoment XI
JULY 12, 2010
Transactional surveys are a great way to capture customer feedback immediately following a transaction or event. Companies can use them to gain a better understanding of a customer’s experience and perceptions of service quality
InMoment XI
JULY 2, 2010
New Features available late July include clickable/drillable charts, and new filter capabilities on standard reports
Advertisement
Read about Verint’s Digital Maturity Model, where we share real tactics and strategies to improve CX, based on what has worked for our clients around the world.
.png)
InMoment XI
JULY 2, 2010
New Features available late July include clickable/drillable charts, and new filter capabilities on standard reports
InMoment XI
JULY 2, 2010
New Features available late July include clickable/drillable charts, and new filter capabilities on standard reports
Service Untitled
JULY 7, 2010
In a time when consumers have a heightened awareness of the entire credit card industry, where there is a drop in corporate spending and where legislative regulatory changes have all made profound differences in the way credit cards are
Service Untitled
JULY 26, 2010
An appendicitis attack landed my friend Linda in the hospital a few months ago. We had been riding our horses, and she kept complaining of abdominal pains, so I ended up driving her to the hospital and staying with her until she was
Advertisement
When you launch a CX program, there is often an air of exuberance. A year or two later, however, it can feel like your program has flat-lined and you find it hard to make improvements. If your CX program is struggling, check out our latest whitepaper for tips on how to reverse the trend.
Customer Interactions
JULY 26, 2010
The stars seem to be aligning for Next Gen 9-1-1 (NG9-1-1). NG9-1-1 standards are taking shape and, by all reports, some emergency communications centers will be ready to receive live Next Gen 9-1-1 type calls as early as this year. Still, the looming migration to Next Gen 9-1-1 will impact many areas – technology, funding, and operations to name a few – and there are still questions to be answered.
Customer Interactions
JULY 25, 2010
The North American Electric Reliability Corporation (NERC for short) is an organization whose mission is to ensure the reliability of the bulk power system in North America. Founded in 2006, NERC does this through a set of standards and through its strong enforcement program. NERC’s standards specify requirements for planning, operating and maintaining the bulk power system.
Customer Interactions
JULY 22, 2010
“The deal is a lock. The customer loves us and we’re written into the RFP by name,” or so the sales guy told me. So you can imagine how surprised I was when several weeks later I received an anxious call from the same sale guy. “Our partners aren’t bidding. They say the deal will go to an electrical contractor. What are we going to do?”
Customer Interactions
JULY 18, 2010
Some questions are easy to ask but hard to answer, like how dangerous are our schools? In 2007 the CDC reported 5.9% of surveyed US students admitted to carrying a weapon (gun, knife, etc.) into school within the past 30 days. It also reported that 7.8% of students admitted to having been threatened or injured by a weapon in the past 12 months and that 12.4% had actually been physically involved in fight at least once.
Advertisement
Want more from your customer experience program? This whitepaper outlines 5 tactics to improve your CX strategy and take your program to the next level. Download your copy now!
Customer Interactions
JULY 12, 2010
The Clery Act is the governing regulation that requires institutions of higher education to release campus crime statistics and security policies and give timely warnings of crimes that represent a safety threat to students and employees. The law was named after Jeanne Clery, a 19-year old student who tragically, was raped and murdered in her campus residence hall in 1986. Since the Clery Act was passed in 1990, several amendments have been enacted.
Customer Interactions
JULY 7, 2010
Security has evolved at an almost dizzying pace. Technology, scope, management, processes, are all in flux. Meanwhile, the stakes have never been higher. The cost of a breach can include the loss of assets, even loss of life. And then there are litigation and regulatory compliance penalties. What do you see as the underpinnings of the security business? Let me offer what I believe are three critical drivers behind the changing face of security operations. First is the criticality of integration.
Service Untitled
JULY 15, 2010
I just finished reading The Retail Doctor's Guide to Growing Your Business - A Step-By-Step Approach to Quickly Diagnose, Treat, and Cure written by Bob Phibbs. He begins his book asking the retailer to identify what type of business
Expert insights. Personalized for you.
200 
Let's personalize your content