Sat.Feb 08, 2014 - Fri.Feb 14, 2014

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Video: The Future of Customer Experience – Part 3

InMoment XI

In the future, CE programs will have to be more of a dialogue, and the dialogue needs to be relevant to the customer. The days of a one way monologue where we take information from customers without giving anything back will be a thing of the past. This, and other thoughts, are in this week’s. View Article.

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3 Words to Avoid for Better Customer Service Communication

Win the Customer

'Millions of words are used each day in customer service communication; three little ones have great power to destroy your customer service experience and should be avoided at all cost. Studies have shown that vocabulary is a good predictor of success. Those who a greater mastery of language and the ability to communicate have greater […].

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On Valentine’s Day, spread a little love to your customers

Amity

It’s that time of year again – when hearts are aflutter, your local florist has a banner day and somewhere a marriage proposal is likely going to take place. However, this Valentine’s Day, along with showing your affection for a loved one, share some of that love with your customers. As the most important asset to your business, customers tend to share a lot of love with your company every time you engage with them.

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Great Moments in Selection Bias

GetFeedback

I conducted an informal survey today, asking 22 residents of my hometown, Charlotte, North Carolina, what they liked best about our city.

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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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The Problem with Many Customer Experience Measurement Approaches

InMoment XI

“It happens all the time.” Recently, I stayed in an upscale chain hotel that I often book when traveling. when I entered my room, I found a card with a note from the hotel manager: “My name is Karen M., the General Manager of the hotel. Whether you are here on a planned journey or. View Article.

Hotels 200

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The biggest problem with Customer Success and how you can fix it

Amity

Wow – how could an industry with the words customer + success have a problem? Those two words combined speak to all things positive and problem free. So what could possibly be wrong? Data. Big data, small data – all of that data! There certainly isn’t a lack of it. As a matter of fact there is probably too much of it – way too much of it to wade through.

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Tackle Tough Problems with Design Thinking & Customer Journey Mapping

Touchpoint Dashboard

'“Most failures in industry are not that people can’t solve problems; it’s that they’re not always great at identifying the right problems to solve.” - John Kembel, Stanford d.School When John Kembel, founding member of the prestigious Stanford d. School, spoke those words at the recent Boulder Innovation Executive Forum, you could almost hear the […].

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Video: The Future of Customer Experience – Part 3

InMoment XI

In the future, CE programs will have to be more of a dialogue, and the dialogue needs to be relevant to the customer. The days of a one way monologue where we take information from customers without giving anything back will be a thing of the past. This, and other thoughts, are in this week’s.

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Collaborative Security: What’s in it for you?

Customer Interactions

'No security organization is an island. Time and time again, experience shows that results are best achieved through collaboration between public and private sectors, among agencies, and across city departments. Threats can be identified and mitigated faster, investigations can be resolved quicker, and money can be saved. So, what is collaborative security?

Banking 29
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The 2023 Verint Experience Index: Retail

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

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The Problem with Many Customer Experience Measurement Approaches

InMoment XI

“It happens all the time.” Recently, I stayed in an upscale chain hotel that I often book when traveling. when I entered my room, I found a card with a note from the hotel manager: “My name is Karen M., the General Manager of the hotel. Whether you are here on a planned journey or.

Hotels 200
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The Future of Customer Experience – Part 3

InMoment XI

In the future, CE programs will have to be more of a dialogue, and the dialogue needs to be relevant to the customer. The days of a one way monologue where we take information from customers without giving anything back will be a thing of the past. This, and other thoughts, are in this week’s.

article thumbnail

The Problem with Many Customer Experience Measurement Approaches

InMoment XI

“It happens all the time.” Recently, I stayed in an upscale chain hotel that I often book when traveling. when I entered my room, I found a card with a note from the hotel manager: “My name is Karen M., the General Manager of the hotel. Whether you are here on a planned journey or.

Hotels 200
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Sergio Takes On the Toronto International Autoshow

InMoment XI

Yesterday was Press Day at the Toronto International Autoshow. The highlight was Sergio Marchionne who provided his usual candid views on the state of the automotive industry. As you can see from the picture, he was mobbed and responded to all comers without the help of any PR people. Very impressive even if his security. View Article.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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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Social Media Posts – The New Bitcoin?

InMoment XI

Have you heard? Social media posts are now currency. If you read this blog regularly, you can probably tell I listen to a lot of National Public Radio. Last night as I was driving across town I heard this pretty interesting story on their Marketplace program. One innovative company is trading merchandise for customer Tweets. View Article.

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Sergio Takes On the Toronto International Autoshow

InMoment XI

Yesterday was Press Day at the Toronto International Autoshow. The highlight was Sergio Marchionne who provided his usual candid views on the state of the automotive industry. As you can see from the picture, he was mobbed and responded to all comers without the help of any PR people. Very impressive even if his security.

article thumbnail

Social Media Posts – The New Bitcoin?

InMoment XI

Have you heard? Social media posts are now currency. If you read this blog regularly, you can probably tell I listen to a lot of National Public Radio. Last night as I was driving across town I heard this pretty interesting story on their Marketplace program. One innovative company is trading merchandise for customer Tweets.

article thumbnail

Sergio Takes On the Toronto International Autoshow

InMoment XI

Yesterday was Press Day at the Toronto International Autoshow. The highlight was Sergio Marchionne who provided his usual candid views on the state of the automotive industry. As you can see from the picture, he was mobbed and responded to all comers without the help of any PR people. Very impressive even if his security.

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Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

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

article thumbnail

Social Media Posts – The New Bitcoin?

InMoment XI

Have you heard? Social media posts are now currency. If you read this blog regularly, you can probably tell I listen to a lot of National Public Radio. Last night as I was driving across town I heard this pretty interesting story on their Marketplace program. One innovative company is trading merchandise for customer Tweets.