Sat.Jan 18, 2014 - Fri.Jan 24, 2014

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Thinking the Unthinkable: Engaging Customers On Their Journey

InMoment XI

Today I want to share a blog from Lorenzo Introna, a colleague in the Maritz office in Wiesbaden, Germany. For those involved in designing the customer experience, Lorenzo provides some thought provoking commentary. Let me know what you think. I was watching a fascinating talk with the title Media for Thinking the Unthinkable by. View Article.

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7 Effective Tips for Better Customer Loyalty

Win the Customer

'The emotional bond of customer loyalty may not appear on your business''s bottom line, but is critical to the survival of your organization.

Loyalty 135
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Loyalty Programs Don’t Drive Loyalty (Part 2): Why?

Customer Input

'Inability to deliver a good customer experience consistently is the reason many companies implement loyalty programs, and also the reason why they don’t work.

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New Year’s Resolutions from the first Customer Success Meetup of 2014

Amity

Dave Strang from Achievers replies to a audience question at the Customer Success Meetup event on January 22, 2014. Have you set your Customer Success New Year’s Resolutions yet? If not, you can find inspiration from members of the Customer Success Meetup group. Last night, the third meetup event was held at the headquarters of Achievers. The event consisted of a panel discussion.

2014 48
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The Ultimate Guide to Monetizing Customer Learning

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.

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Thinking the Unthinkable: Engaging Customers On Their Journey

InMoment XI

Today I want to share a blog from Lorenzo Introna, a colleague in the Maritz office in Wiesbaden, Germany. For those involved in designing the customer experience, Lorenzo provides some thought provoking commentary. Let me know what you think. I was watching a fascinating talk with the title Media for Thinking the Unthinkable by.

More Trending

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Loyalty Programs Don’t Drive Loyalty (Part 2): Why?

Customer Input

Inability to deliver a good customer experience consistently is the reason many companies implement loyalty programs, and also the reason why they don’t work.

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Demystifying Big Data's Next Conquest: Physical Security

Customer Interactions

'Big Data is a big business. Companies everywhere are tapping into Big Data to transform themselves. Still, for all its notoriety, Big Data is hard to pin down. Ask 10 different experts what Big Data is and you’ll get 10 different answers. Many Physical Security firms have latched onto the Big Data buzzword. But what does Big Data really mean in the context of Physical Security today, and how will it transform Physical Security tomorrow?

Travel 32
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Thinking the Unthinkable: Engaging Customers On Their Journey

InMoment XI

Today I want to share a blog from Lorenzo Introna, a colleague in the Maritz office in Wiesbaden, Germany. For those involved in designing the customer experience, Lorenzo provides some thought provoking commentary. Let me know what you think. I was watching a fascinating talk with the title Media for Thinking the Unthinkable by.

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Real Customer Service Doesn’t Happen Without Emphathy

Win the Customer

'Empathy is the most important skill you can have in customer service. It''s not always asked for, but is always welcome and keeps customers coming back.

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The 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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SparkPeople uses Upwave to discover 2014’s most popular fitness goals

Upwave

If you had to wait for a treadmill at the gym this morning you’ve probably already realized this fact, but fitness and wellness goals are highly popular this time of year. While the New Year’s Resolution fitness craze is practically a given, the way people enact their goals rapidly evolves with new information and trends. SparkPeople , the web’s largest and most active healthy living destination, ran an Upwave survey asking nearly 500 women about their health and fitness goals to put a fin

2014 26
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Customer Journey – What is your customers state of mind

InMoment XI

In my previous blog on thinking the unthinkable, I indicated the need to anticipate and support the whole customer experience. In my view, many customer journeys only reflect a partial view of the customer experience. I suggested that the reason for this may be related to the fact that it is the easiest way to.

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Customer Journey – What is your customers state of mind

InMoment XI

In my previous blog on thinking the unthinkable, I indicated the need to anticipate and support the whole customer experience. In my view, many customer journeys only reflect a partial view of the customer experience. I suggested that the reason for this may be related to the fact that it is the easiest way to.

article thumbnail

Customer Journey – What is your customers state of mind

InMoment XI

In my previous blog on thinking the unthinkable, I indicated the need to anticipate and support the whole customer experience. In my view, many customer journeys only reflect a partial view of the customer experience. I suggested that the reason for this may be related to the fact that it is the easiest way to.

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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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Three Major Blind Spots When It Comes To Engaging Customers

InMoment XI

Last week, I was going through my wireless bill and noticed there were some charges I was not expecting on the bill. I called my wireless carrier and asked about the charges. It turns out, I misunderstood the international plan I had signed up for when I was recently in Europe. The representative was very. View Article.

Wireless 200
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Three Major Blind Spots When It Comes To Engaging Customers

InMoment XI

Last week, I was going through my wireless bill and noticed there were some charges I was not expecting on the bill. I called my wireless carrier and asked about the charges. It turns out, I misunderstood the international plan I had signed up for when I was recently in Europe. The representative was very.

Wireless 200
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Three Major Blind Spots When It Comes To Engaging Customers

InMoment XI

Last week, I was going through my wireless bill and noticed there were some charges I was not expecting on the bill. I called my wireless carrier and asked about the charges. It turns out, I misunderstood the international plan I had signed up for when I was recently in Europe. The representative was very.

Wireless 200
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Be True to the Purpose of Customer Service

Win the Customer

'Evaluate every new technology and each new process needs to be evaluated against the real purpose for customer service.

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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

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Scrum – The Ultimate Customer Feedback Tool

InMoment XI

Scrum is a term used in Rugby referring to a formation used when restarting a play—but if you work in software, this word has an entirely different meaning. Scrum is a project management tool in the family of agile methodologies that originated with lean manufacturing processes practiced at Toyota. These principles have revolutionized the manufacturing.

Feedback 200
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Scrum – The Ultimate Customer Feedback Tool

InMoment XI

Scrum is a term used in Rugby referring to a formation used when restarting a play—but if you work in software, this word has an entirely different meaning. Scrum is a project management tool in the family of agile methodologies that originated with lean manufacturing processes practiced at Toyota. These principles have revolutionized the manufacturing.

Feedback 200
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Scrum – The Ultimate Customer Feedback Tool

InMoment XI

Scrum is a term used in Rugby referring to a formation used when restarting a play—but if you work in software, this word has an entirely different meaning. Scrum is a project management tool in the family of agile methodologies that originated with lean manufacturing processes practiced at Toyota. These principles have revolutionized the manufacturing.

Feedback 200