InMoment XI
NOVEMBER 21, 2013
Customer experience (CX) pros are constantly asked, and ask themselves, “What’s the ROI?” It’s a logical and important question, even though companies can get trapped by the desire to see clear financial ROI from every CX activity. Fortunately, there are a number of tried-and-true methods to model and measure ROI from overall improvements in customer experience.
Amity
NOVEMBER 22, 2013
Customer support and customer service have been around for decades. These were the necessary evils of the traditional sector – the old-model reactive break/fix cost center – to resolve problems resulting from breaks and service interruptions. The misconception with SaaS is that there is no longer a need for a team of this nature in today’s organization.
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Service Untitled
NOVEMBER 19, 2013
'In the world of social media, where consumers publicly speak out against poor customer service, it has been estimated that U.S. businesses can lose $60 billion in future sales of goods and services. A recent report from a cloud contact provider stated 85% of consumers retaliate against a company with bad customer service. “Customer rage”, as it is called, has caused 49% of consumers from doing business with a particular organization, and interestingly enough, the 18 through 34 yea
Andrew Maher
NOVEMBER 17, 2013
Just had to repost this here as it is a challenge to context and a move to ambient. Here the original post: [link] Computerworld – While shopping at the grocery store recently and wearing Google Glass, I got an incoming social media alert referring to a phrase used by the Pew Research Center: “ambient news.” Wait, […].
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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.
InMoment XI
NOVEMBER 21, 2013
Customer experience (CX) pros are constantly asked, and ask themselves, “What’s the ROI?” It’s a logical and important question, even though companies can get trapped by the desire to see clear financial ROI from every CX activity. Fortunately, there are a number of tried-and-true methods to model and measure ROI from overall improvements in customer experience.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Customer Interactions
NOVEMBER 20, 2013
'Nothing raises my ire more than paying the monthly cable TV bill. Considering the few kids channels we use, the occasional sports game, nature channel show, or daily news, it always seems that I’m paying for way more than I need. When I question my cable company about it, the answer is always the same: “Why don’t you just pick from one of our great packages?
InMoment XI
NOVEMBER 21, 2013
Customer experience (CX) pros are constantly asked, and ask themselves, “What’s the ROI?” It’s a logical and important question, even though companies can get trapped by the desire to see clear financial ROI from every CX activity. Fortunately, there are a number of tried-and-true methods to model and measure ROI from overall improvements in customer experience.
Amity
NOVEMBER 21, 2013
Reducing customer acquisition cost (CAC) is critical to the success of any SaaS business. A recent blog post by Lincoln Murphy, The SaaS Myth and Misguided Optimization , introduced the concept of SaaS CAC Efficiency – in a nutshell, it’s not so much a metric but a new SaaS CAC point of view. Optimizing CAC is not just about paying less for a customer it’s about shortening the payback period.
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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
Annie Tsai
NOVEMBER 18, 2013
I love this infographic – simply said, delivering on customer experience delivers on long term growth.
InMoment XI
NOVEMBER 22, 2013
We just finished up our 2013 Customer Experience Summit in Las Vegas – Understanding and Managing the Customer Journey – and there was a lot to talk about. Thanks to everybody who came. We really appreciate it. Here’s a few musings. And have a good weekend. @christravell PS One of the highlights of the. View Article.
InMoment XI
NOVEMBER 22, 2013
We just finished up our 2013 Customer Experience Summit in Las Vegas – Understanding and Managing the Customer Journey – and there was a lot to talk about. Thanks to everybody who came. We really appreciate it. Here’s a few musings. And have a good weekend. @christravell PS One of the highlights of the.
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
NOVEMBER 22, 2013
We just finished up our 2013 Customer Experience Summit in Las Vegas – Understanding and Managing the Customer Journey – and there was a lot to talk about. Thanks to everybody who came. We really appreciate it. Here’s a few musings. And have a good weekend. @christravell PS One of the highlights of the.
InMoment XI
NOVEMBER 19, 2013
Last week’s trip to Las Vegas was probably the most profitable trip to Sin City that I’ve ever made. I didn’t lose any money gambling. I’ve found over the years that the only way to win in Vegas is to not lose. And for me, the only way to not lose is to not gamble.
InMoment XI
NOVEMBER 19, 2013
Last week’s trip to Las Vegas was probably the most profitable trip to Sin City that I’ve ever made. I didn’t lose any money gambling. I’ve found over the years that the only way to win in Vegas is to not lose. And for me, the only way to not lose is to not gamble.
InMoment XI
NOVEMBER 19, 2013
Last week’s trip to Las Vegas was probably the most profitable trip to Sin City that I’ve ever made. I didn’t lose any money gambling. I’ve found over the years that the only way to win in Vegas is to not lose. And for me, the only way to not lose is to not gamble.
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
InMoment XI
NOVEMBER 18, 2013
Ever had one of those days? You name it, it went wrong. Luckily the person that I was meeting was very understanding (and sympathetic). And, to be fair, they had far more pressing challenges than I had with my catalogue of catastrophes. Sometimes, you just get one of those days. Mine were mainly the gremlins. View Article.
InMoment XI
NOVEMBER 18, 2013
Structured survey questions are great tools for gathering customer feedback, but what if the real reason customers are unhappy isn’t a question on your survey? Open-ended feedback is potentially the most valuable feedback tool because it gives your customers the chance to talk about the issues that concern them most, even if there wasn’t a. View Article.
InMoment XI
NOVEMBER 18, 2013
Ever had one of those days? You name it, it went wrong. Luckily the person that I was meeting was very understanding (and sympathetic). And, to be fair, they had far more pressing challenges than I had with my catalogue of catastrophes. Sometimes, you just get one of those days. Mine were mainly the gremlins.
InMoment XI
NOVEMBER 18, 2013
Ever had one of those days? You name it, it went wrong. Luckily the person that I was meeting was very understanding (and sympathetic). And, to be fair, they had far more pressing challenges than I had with my catalogue of catastrophes. Sometimes, you just get one of those days. Mine were mainly the gremlins.
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InMoment XI
NOVEMBER 18, 2013
Structured survey questions are great tools for gathering customer feedback, but what if the real reason customers are unhappy isn’t a question on your survey? Open-ended feedback is potentially the most valuable feedback tool because it gives your customers the chance to talk about the issues that concern them most, even if there wasn’t a.
InMoment XI
NOVEMBER 18, 2013
Ever had one of those days? You name it, it went wrong. Luckily the person that I was meeting was very understanding (and sympathetic). And, to be fair, they had far more pressing challenges than I had with my catalogue of catastrophes. Sometimes, you just get one of those days. Mine were mainly the gremlins.
InMoment XI
NOVEMBER 18, 2013
Structured survey questions are great tools for gathering customer feedback, but what if the real reason customers are unhappy isn’t a question on your survey? Open-ended feedback is potentially the most valuable feedback tool because it gives your customers the chance to talk about the issues that concern them most, even if there wasn’t a.
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