InMoment XI
DECEMBER 4, 2013
There are some misconceptions regarding customer experience needing clarification. Read on to educate yourself about common truths and myths. “I don’t have to be an expert to launch a program.” TRUE. If you are a consumer, if you care about customers, if you have a desire to improve the customer experience, then you are qualified. View Article.
Service Untitled
DECEMBER 6, 2013
'In a study titled “Amazon Can’t Do That” polling 1,500 consumers spanning the three generations of Millennial, Gen X, and Boomers research group, WD Partners concluded that shoppers still prefer feeling, walking around, and gathering with friends and families during the holiday shopping season. Whereas Amazon is no longer just a store for books, the grand giant now sells everything that can be sold or delivered, so how do local stores compete, and what needs to be done to gain
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Aveus
DECEMBER 3, 2013
Are you familiar with the phrase, “the best of both worlds?” I am. In my personal life, I’m constantly tempted to make decisions that combine multiple things I like. For instance, when I’m out to dinner – I often think, why not recommend that my dining companion order my second choice on the menu. I can have a few bites, but also enjoy my own meal. It’s the best of both worlds.
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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
DECEMBER 4, 2013
There are some misconceptions regarding customer experience needing clarification. Read on to educate yourself about common truths and myths. “I don’t have to be an expert to launch a program.” TRUE. If you are a consumer, if you care about customers, if you have a desire to improve the customer experience, then you are qualified.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
InMoment XI
DECEMBER 4, 2013
There are some misconceptions regarding customer experience needing clarification. Read on to educate yourself about common truths and myths. “I don’t have to be an expert to launch a program.” TRUE. If you are a consumer, if you care about customers, if you have a desire to improve the customer experience, then you are qualified.
InMoment XI
DECEMBER 3, 2013
Here is the second of three posts discussing our findings from the 2013 Maritz Customer Journey Study. It points out the benefit of providing outstanding customer service, and what happens if brands / dealers miss the mark. Punishment is harsh. Until next time. @christravell PS. This is an observation, and possibly a rant. View Article.
InMoment XI
DECEMBER 3, 2013
My colleague, Michael Allenson, has some additional points about the customer journey which are both valuable and pertinent, especially as they relate to the potential shortcomings of CRM. As always, any and all comments are welcome. @christravell By: Michael Allenson Recently, Maritz held a summit with representatives of almost every automaker selling in the North America.
InMoment XI
DECEMBER 3, 2013
Here is the second of three posts discussing our findings from the 2013 Maritz Customer Journey Study. It points out the benefit of providing outstanding customer service, and what happens if brands / dealers miss the mark. Punishment is harsh. Until next time. @christravell PS. This is an observation, and possibly a rant.
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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
DECEMBER 3, 2013
My colleague, Michael Allenson, has some additional points about the customer journey which are both valuable and pertinent, especially as they relate to the potential shortcomings of CRM. As always, any and all comments are welcome. @christravell By: Michael Allenson Recently, Maritz held a summit with representatives of almost every automaker selling in the North America.
InMoment XI
DECEMBER 3, 2013
Here is the second of three posts discussing our findings from the 2013 Maritz Customer Journey Study. It points out the benefit of providing outstanding customer service, and what happens if brands / dealers miss the mark. Punishment is harsh. Until next time. @christravell PS. This is an observation, and possibly a rant.
InMoment XI
DECEMBER 3, 2013
My colleague, Michael Allenson, has some additional points about the customer journey which are both valuable and pertinent, especially as they relate to the potential shortcomings of CRM. As always, any and all comments are welcome. @christravell By: Michael Allenson Recently, Maritz held a summit with representatives of almost every automaker selling in the North America.
InMoment XI
DECEMBER 6, 2013
Remember when those magical words “once upon a time” promised an exciting story? We strive for the same excitement, or level of persuasion, when storytelling with data but we often miss the mark. Ed Stalling, our Chief Storyteller at Maritz Research, often talks about his dream that at the end of a presentation, the audience. View Article.
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
DECEMBER 6, 2013
Remember when those magical words “once upon a time” promised an exciting story? We strive for the same excitement, or level of persuasion, when storytelling with data but we often miss the mark. Ed Stalling, our Chief Storyteller at Maritz Research, often talks about his dream that at the end of a presentation, the audience.
InMoment XI
DECEMBER 6, 2013
Remember when those magical words “once upon a time” promised an exciting story? We strive for the same excitement, or level of persuasion, when storytelling with data but we often miss the mark. Ed Stalling, our Chief Storyteller at Maritz Research, often talks about his dream that at the end of a presentation, the audience.
InMoment XI
DECEMBER 4, 2013
On Friday morning, the day after Thanksgiving, I placed an online order for a Christmas gift for my wife. I was pleased to see that the product she wanted was “in stock,” and that I would be able to get it using “standard shipping” within 2-6 days.
InMoment XI
DECEMBER 4, 2013
On Friday morning, the day after Thanksgiving, I placed an online order for a Christmas gift for my wife. I was pleased to see that the product she wanted was “in stock,” and that I would be able to get it using “standard shipping” within 2-6 days.
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
DECEMBER 4, 2013
On Friday morning, the day after Thanksgiving, I placed an online order for a Christmas gift for my wife. I was pleased to see that the product she wanted was “in stock,” and that I would be able to get it using “standard shipping” within 2-6 days.
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