Sat.Nov 23, 2013 - Fri.Nov 29, 2013

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Forget the customer experience: you have to remember the customer first

InMoment XI

How much difference does the customer’s engagement make to the customer experience? Note: the customer’s engagement NOT customer engagement. Or, in other words, do you get treated better as a customer if you are nicer to a brand’s customer service team? You may think that it is a fairly obvious answer, but is it?

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Customers are an Investment

Amity

Technically speaking when a customer subscribes to your service, they perform the initial investment. They are investing in your service because it meets a need, solves a pain, gets a job done, or all of the above. On the surface, their investment is monetary in nature – monthly recurring revenue. But a customer’s investment in your service goes beyond a monthly financial transaction.

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Touchpoint Measurement 101: Part III

Touchpoint Dashboard

'Touchpoint Measurement Challenges As we’ve outlined in Part I and Part II of our Touchpoint Measurement 101 series, a formal, ongoing and consistent touchpoint measurement system forms the backbone of any successful customer experience management program. But let’s face it. Touchpoint measurement is not the easiest thing in the world to do, especially if you […].

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The Value Call Centers Create

Brad Cleveland Blog

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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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Forget the customer experience: you have to remember the customer first

InMoment XI

How much difference does the customer’s engagement make to the customer experience? Note: the customer’s engagement NOT customer engagement. Or, in other words, do you get treated better as a customer if you are nicer to a brand’s customer service team? You may think that it is a fairly obvious answer, but is it?

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Mobile Apps take Incident Reporting to the Next Level

Customer Interactions

'As the use of smartphones and other mobile devices becomes more prevalent, we’ve grown accustomed to ‘capturing [and sharing] the moment’ on these devices using various apps like Instagram, WhatsApp, and Twitter. Think about spotting a celebrity or passing a witty billboard – we instinctively reach for our phones to share this information with others.

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The Value Call Centers Create

Brad Cleveland Blog

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Forget the customer experience: you have to remember the customer first

InMoment XI

How much difference does the customer’s engagement make to the customer experience? Note: the customer’s engagement NOT customer engagement. Or, in other words, do you get treated better as a customer if you are nicer to a brand’s customer service team? You may think that it is a fairly obvious answer, but is it?

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Video: Customer Journey – Part One

InMoment XI

I mentioned in the last posting that we just finished up our Customer Experience Summit in Las Vegas. This was a great opportunity for clients and other leaders in the CE field to exchange ideas and learn what’s happening in this critical area for OEMs. At the conference we released the Maritz Customer Journey. View Article.

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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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Video: Customer Journey – Part One

InMoment XI

I mentioned in the last posting that we just finished up our Customer Experience Summit in Las Vegas. This was a great opportunity for clients and other leaders in the CE field to exchange ideas and learn what’s happening in this critical area for OEMs. At the conference we released the Maritz Customer Journey.

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Customer Journey – Part One

InMoment XI

I mentioned in the last posting that we just finished up our Customer Experience Summit in Las Vegas. This was a great opportunity for clients and other leaders in the CE field to exchange ideas and learn what’s happening in this critical area for OEMs. At the conference we released the Maritz Customer Journey.

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Getting customers to respond to your survey is now easier

InMoment XI

I was meeting with a well-known brand’s insight manager earlier this week and we had discussed the usual challenges that a medium sized retailer has. We had talked about some of our innovations and how they could help his brand improve customer satisfaction and loyalty. He nodded wisely – even appreciatively – when he cut.

Retail 200
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Engaging surveys for your customers so they give valuable feedback

InMoment XI

You remember last week that we posed the questions: How do your customers respond to the (Maritz enabled) survey and when they do, how do you engage with them? Last week, we answered the first part and this week I’ll answer the second part. So, to pick up where we left off……. So, how do.

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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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You can’t just build it and hope that they will come

InMoment XI

I was fortunate enough to be a judge once more at the UK Customer Experience awards last week, writes Andy Wand. A very well run event with lots of candidates and brands across many sectors. It’s a long and busy day with judging (72 awards by numerous judging panels) in the morning followed by the.

Events 200
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The Unexpected Customer

InMoment XI

Some friends of mine asked me to give up a workday and volunteer time at the local thrift store. Our local thrift store asks for volunteers to get the community more engaged in their efforts. In our community, the thrift store provides jobs to the under-employed, job training, and is also a great source of. View Article.

Article 200
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Getting customers to respond to your survey is now easier

InMoment XI

I was meeting with a well-known brand’s insight manager earlier this week and we had discussed the usual challenges that a medium sized retailer has. We had talked about some of our innovations and how they could help his brand improve customer satisfaction and loyalty. He nodded wisely – even appreciatively – when he cut.

Retail 200
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Engaging surveys for your customers so they give valuable feedback

InMoment XI

You remember last week that we posed the questions: How do your customers respond to the (Maritz enabled) survey and when they do, how do you engage with them? Last week, we answered the first part and this week I’ll answer the second part. So, to pick up where we left off……. So, how do.

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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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You can’t just build it and hope that they will come

InMoment XI

I was fortunate enough to be a judge once more at the UK Customer Experience awards last week, writes Andy Wand. A very well run event with lots of candidates and brands across many sectors. It’s a long and busy day with judging (72 awards by numerous judging panels) in the morning followed by the.

Events 200
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The Unexpected Customer

InMoment XI

Some friends of mine asked me to give up a workday and volunteer time at the local thrift store. Our local thrift store asks for volunteers to get the community more engaged in their efforts. In our community, the thrift store provides jobs to the under-employed, job training, and is also a great source of.

Article 200
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Getting customers to respond to your survey is now easier

InMoment XI

I was meeting with a well-known brand’s insight manager earlier this week and we had discussed the usual challenges that a medium sized retailer has. We had talked about some of our innovations and how they could help his brand improve customer satisfaction and loyalty. He nodded wisely – even appreciatively – when he cut.

Retail 200
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Engaging surveys for your customers so they give valuable feedback

InMoment XI

You remember last week that we posed the questions: How do your customers respond to the (Maritz enabled) survey and when they do, how do you engage with them? Last week, we answered the first part and this week I’ll answer the second part. So, to pick up where we left off……. So, how do.

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ABM Evolution: How Top Marketers Are Using Account-Based Strategies

In times of economic uncertainty, account-based strategies are essential. According to several business analysts and practitioners, ABM is a necessity for creating more predictable revenue. Research shows that nearly three-quarters of marketers (74%) already have the resources needed to build successful ABM programs.

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You can’t just build it and hope that they will come

InMoment XI

I was fortunate enough to be a judge once more at the UK Customer Experience awards last week, writes Andy Wand. A very well run event with lots of candidates and brands across many sectors. It’s a long and busy day with judging (72 awards by numerous judging panels) in the morning followed by the.

Events 200
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The Unexpected Customer

InMoment XI

Some friends of mine asked me to give up a workday and volunteer time at the local thrift store. Our local thrift store asks for volunteers to get the community more engaged in their efforts. In our community, the thrift store provides jobs to the under-employed, job training, and is also a great source of.

Article 200
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Happy Holiday Shopping Season?? Ugh…

InMoment XI

Holiday shopping season is painful at best: crowded parking lots; congested aisles where carts play bumper cars with each other; standing in long lines thinking there must be something else you need to search for on your phone. Now, throw two little kids into the mix…and, well, you get the picture. This was my past.

Article 200
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Happy Holiday Shopping Season?? Ugh…

InMoment XI

Holiday shopping season is painful at best: crowded parking lots; congested aisles where carts play bumper cars with each other; standing in long lines thinking there must be something else you need to search for on your phone. Now, throw two little kids into the mix…and, well, you get the picture. This was my past.

Article 200
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The Open CCaaS Advantage Report

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.