InMoment XI
JUNE 27, 2014
Cultural Sensitivity means more than just knowing what dealers and head office types want to measure. It’s practical stuff – like being sure you’re servicing clients in their own time zone. A few more thoughts on taking your customer experience program global. Until next time. @christravell PS Go Nico! PPS A quick reminder to check out.
CCO Council
JUNE 24, 2014
'Last week, I described recent research conducted by the CCO Council into the impact of the chief customer officer on company financials. This week, I discuss the findings in detail and provide recommendations for managing them. 1. Customer Centricity is a two-year investment. Developing and improving customer strategy is a profitable but longer-term investment.
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Touchpoint Dashboard
JUNE 25, 2014
'Bad customer experiences can come back to bite you! I was reminded of this last night when I was watching Seinfeld re-runs and came across the ever-popular “Soup Nazi” episode. If you haven’t seen it, the plot centers around a tyrant owner of a soup shop. This guy makes amazing soup, and his secret recipes […].
Amity
JUNE 26, 2014
There was so much interesting and meaty content in last night’s Customer Success Meetup, we could barely keep up with capturing it all. After the regular community announcements (see the end of the blog post) and panel introductions the discussion was well underway. And to be honest we served up the first couple of scripted questions, but the audience engagement and natural flow of the conversation just took over.
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InMoment XI
JUNE 27, 2014
Cultural Sensitivity means more than just knowing what dealers and head office types want to measure. It’s practical stuff – like being sure you’re servicing clients in their own time zone. A few more thoughts on taking your customer experience program global. Until next time. @christravell PS Go Nico! PPS A quick reminder to check out.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Brad Cleveland Blog
JUNE 25, 2014
Customer Interactions
JUNE 26, 2014
'The continent of Europe is made up of 45 different countries. In the EU alone there are 23 official languages spoken. One would imagine that on a continent so diverse it would be difficult to find common ground. But despite the cultural and language differences, the countries of the old continent do share similar challenges. Many of the European city centers are dotted with historical sites which impede new road construction.
InMoment XI
JUNE 27, 2014
Cultural Sensitivity means more than just knowing what dealers and head office types want to measure. It’s practical stuff – like being sure you’re servicing clients in their own time zone. A few more thoughts on taking your customer experience program global. Until next time. @christravell PS Go Nico! PPS A quick reminder to check out.
InMoment XI
JUNE 25, 2014
Recently, Allegiance President and CEO Carine Clark spoke at the Rocky Mountain Leadership Conference. She shared the stage with other inspiring leaders as she spoke about leadership. Below are a few of the highlights. Her entire address can be found here. 1. LIFT: Great leaders rise while lifting others. “A good leader not only.
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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
InMoment XI
JUNE 25, 2014
Recently, Allegiance President and CEO Carine Clark spoke at the Rocky Mountain Leadership Conference. She shared the stage with other inspiring leaders as she spoke about leadership. Below are a few of the highlights. Her entire address can be found here. 1. LIFT: Great leaders rise while lifting others. “A good leader not only.
InMoment XI
JUNE 25, 2014
Recently, Allegiance President and CEO Carine Clark spoke at the Rocky Mountain Leadership Conference. She shared the stage with other inspiring leaders as she spoke about leadership. Below are a few of the highlights. Her entire address can be found here. 1. LIFT: Great leaders rise while lifting others. “A good leader not only.
InMoment XI
JUNE 23, 2014
Was the account manager friendly? Did the account manager fully explain how to use your new accounts? How likely would you be to recommend the bank to a friend? Yes, these are typical questions that a bank customer may be asked in a customer satisfaction survey after they have opened a new account at a. View Article.
InMoment XI
JUNE 23, 2014
Was the account manager friendly? Did the account manager fully explain how to use your new accounts? How likely would you be to recommend the bank to a friend? Yes, these are typical questions that a bank customer may be asked in a customer satisfaction survey after they have opened a new account at a.
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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InMoment XI
JUNE 23, 2014
Was the account manager friendly? Did the account manager fully explain how to use your new accounts? How likely would you be to recommend the bank to a friend? Yes, these are typical questions that a bank customer may be asked in a customer satisfaction survey after they have opened a new account at a.
Brad Cleveland Blog
JUNE 25, 2014
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