Amity

NOVEMBER 14, 2013

That’s when it’s back to the lab again, He better go capture the moment, And hope it don’t pass him by. Lose Yourself , Eminem. Competitive Advantage isn’t Sustainable. Power has shifted from vendors to customers. Using everyday digital technology, customers have ready access to information, people and resources. These empowered customers have higher expectations and lower loyalty than just a few years ago.

Competitive Advantage 73

Competitive Advantage Measurement Books Technology 73

Andrew Maher

NOVEMBER 13, 2013

I just came across an article from 1to1 (sorry, login wall) but the point was it brought to my attention a US bank and its jump into Customer Input in designing a mobile application. You can see more about this application on their own web page as well. [link] has won an award from Forrester for their […].

Banking 55

Banking Customer Service Article Customers 55

InMoment XI

NOVEMBER 15, 2013

Let’s wrap up our series of posts about our 2013 Online Review Study. If you haven’t been following along, here are three white papers on the topic. Part One – Should you believe everything you read on online ratings and review sites? Part Two – Ubiquitous Reviews and Low Participation Part Three – Money Talks.

Social Media 200

Social Media White Paper 2013 Article 200

Very Best Service

NOVEMBER 12, 2013

'Customer service culture Establishing the right customer service culture is a vital part of any customer service policy and a pre-requisite for delivering the best service possible. Companies want to make sure that their employees behaviours are conditioned by a set of values and beliefs which will protect the interests of all customers during their sales, marketing and servicing efforts.

Culture 40

Culture Customer Service Customers Sales 40

Advertisement

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

Amity

NOVEMBER 13, 2013

The customer success cat is out of the bag. There can be no doubt about the direct correlation between customer success and the long-term success of SaaS companies. There are calculations and strategies , analyst research , reports and findings , and numerous compelling blog posts – enough supporting evidence to motivate even the most skeptical C-suite.

Customer Success 60

Customer Success Competitive Advantage Reference Customers 60

InMoment XI

NOVEMBER 15, 2013

Let’s wrap up our series of posts about our 2013 Online Review Study. If you haven’t been following along, here are three white papers on the topic. Part One – Should you believe everything you read on online ratings and review sites? Part Two – Ubiquitous Reviews and Low Participation Part Three – Money Talks.

Social Media 200

Social Media White Paper 2013 Article 200

Customer Interactions

NOVEMBER 14, 2013

'A recent poll indicates that New Yorkers support the increased use of security cameras throughout the city. This begs the question: Is having more cameras better? While having more cameras is certainly a good start, using smarter video surveillance is an even better approach. So how can cities achieve this? Add intelligence to video with analytics By themselves, video cameras don’t see anything; they provide a mechanism for human eyes to detect what’s going on.

2017 30

2017 Definition Reference Retail 30

Amity

NOVEMBER 15, 2013

What Really Happens with a Manual Process. Hooray! Four qualified and enthusiastic customer success managers have been recruited. The VP is well aware of the business goals – reduce churn, grow the lifetime value of every customer, and maybe even improving conversions sits with this organization. So you start by assigning a list of customer accounts to each customer success manager.

Customer Success 48

Customer Success Engagement Information Management 48

Brad Cleveland Blog

NOVEMBER 15, 2013

Call Center 20

Call Center Contact Center Customer Service Management 20

Advertisement

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

NOVEMBER 15, 2013

Let’s wrap up our series of posts about our 2013 Online Review Study. If you haven’t been following along, here are three white papers on the topic. Part One – Should you believe everything you read on online ratings and review sites? Part Two – Ubiquitous Reviews and Low Participation Part Three – Money Talks.

Social Media 200

Social Media White Paper 2013 Article 200

Amity

NOVEMBER 13, 2013

The Southern Ontario Customer Success Meetup group was officially launched to great success last night. Over 30 customer success practitioners and SaaS executives convened to hear Paul Philp share Lessons Learned in Customer Success. The presentation included insights collected from over 150 interviews with leading SaaS companies. Even before the presentation began attendees started sharing the challenges they face in their customer success roles and organizations.

Customer Success 48

Customer Success Engagement Events Presentation 48

Amity

NOVEMBER 11, 2013

You will not have to worry about a dove in your bedroom, a tiger in your tank, or the giant in your toilet bowl. The revolution will put you in the driver’s seat. – Gil Scott-Heron, The Revolution Will Not Be Televised. In the late 1950s, as the construction of his first theme park neared completion, Walt Disney was asked what excited him most about Disneyland.

Customer Relationships 48

Customer Relationships Entertainment Definition Innovation 48

InMoment XI

NOVEMBER 14, 2013

No doubt many of you are familiar with Hans Christian Andersen’s “The Emperor’s New Clothes.” Wikipedia describes it as a tale about “a vain Emperor who cares about nothing except wearing and displaying clothes who hires two swindlers who promise him the finest, best suit of clothes from a fabric invisible to anyone who is.

Article 200

Article 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

NOVEMBER 14, 2013

No doubt many of you are familiar with Hans Christian Andersen’s “The Emperor’s New Clothes.” Wikipedia describes it as a tale about “a vain Emperor who cares about nothing except wearing and displaying clothes who hires two swindlers who promise him the finest, best suit of clothes from a fabric invisible to anyone who is.

Article 200

Article 200

InMoment XI

NOVEMBER 14, 2013

No doubt many of you are familiar with Hans Christian Andersen’s “The Emperor’s New Clothes.” Wikipedia describes it as a tale about “a vain Emperor who cares about nothing except wearing and displaying clothes who hires two swindlers who promise him the finest, best suit of clothes from a fabric invisible to anyone who is.

Article 200

Article 200

InMoment XI

NOVEMBER 12, 2013

Last Saturday, I went to Macy’s to get a watch repaired. The watch was purchased from Macy’s as an anniversary present. It was one of the few times my husband guessed right. (Don’t even get me started on the drugstore earrings debacle; we no longer speak of this incident.) I love this watch and I. View Article.

Retail 200

Retail Presentation Article 200

InMoment XI

NOVEMBER 12, 2013

Last Saturday, I went to Macy’s to get a watch repaired. The watch was purchased from Macy’s as an anniversary present. It was one of the few times my husband guessed right. (Don’t even get me started on the drugstore earrings debacle; we no longer speak of this incident.) I love this watch and I.

Retail 200

Retail Presentation Article 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

NOVEMBER 12, 2013

Last Saturday, I went to Macy’s to get a watch repaired. The watch was purchased from Macy’s as an anniversary present. It was one of the few times my husband guessed right. (Don’t even get me started on the drugstore earrings debacle; we no longer speak of this incident.) I love this watch and I.

Retail 200

Retail Presentation Article 200