InMoment XI
FEBRUARY 26, 2014
Earlier this week, I shared the story of British clothing designer, Boden, and why I appreciate the personality that defines their catalogue, website and brand. This personality extends beyond marketing into their customer experience research through the use of clever, quirky and straightforward survey invitations signed personally by the founder. Customers today are looking to.
Win the Customer
FEBRUARY 25, 2014
'Customer satisfaction with brick and mortar retailers is at an all time high, up now three years in a row. Has retail finally figured out customer experience?
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Customer Interactions
FEBRUARY 28, 2014
'While collaboration before, during and after incidents is as old as time, what is new is a wave of technologies that make it far easier to communicate and manage tasks, people and other resources in both public and private sectors. This marks a significant shift from individual organizations running siloed systems to a community of organizations sharing vital information that affects security, safety and operations.
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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
FEBRUARY 26, 2014
Earlier this week, I shared the story of British clothing designer, Boden, and why I appreciate the personality that defines their catalogue, website and brand. This personality extends beyond marketing into their customer experience research through the use of clever, quirky and straightforward survey invitations signed personally by the founder. Customers today are looking to.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
PeopleMetrics
FEBRUARY 27, 2014
'Those working as customer experience professionals are fighting to get attention from busy executives. How do we get executives to understand and care about the customer experience? In last week''s article, Creative Ideas to Gain Executive Attention and Empathy for Customers , we said that executives need to feel and truly understand who their customers are and what it is to be a customer of their company.
InMoment XI
FEBRUARY 26, 2014
Earlier this week, I shared the story of British clothing designer, Boden, and why I appreciate the personality that defines their catalogue, website and brand. This personality extends beyond marketing into their customer experience research through the use of clever, quirky and straightforward survey invitations signed personally by the founder. Customers today are looking to.
Win the Customer
FEBRUARY 22, 2014
'Customers wait 1 minute on hold before getting the run around from customer service, it''s not wonder they are always willing to switch to a competitor.
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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
FEBRUARY 26, 2014
Today we post the last of 4 segments on The Future of Customer Experience. Thanks to those who have sent me notes. Any and all comments are certainly welcome. @christravell.
InMoment XI
FEBRUARY 26, 2014
Today we post the last of 4 segments on The Future of Customer Experience. Thanks to those who have sent me notes. Any and all comments are certainly welcome.
InMoment XI
FEBRUARY 26, 2014
Today we post the last of 4 segments on The Future of Customer Experience. Thanks to those who have sent me notes. Any and all comments are certainly welcome.
Win the Customer
FEBRUARY 24, 2014
'The customer is not always right, but proving the customer wrong doesn''t win the customer and will most likely cause you to lose future business.
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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Win the Customer
FEBRUARY 24, 2014
'Many businesses use outbound call center services in order to keep up with customer needs while still delivering an exceptional customer service experience.
Win the Customer
FEBRUARY 24, 2014
'If you know a business that is losing time, money, and customers to mismanagement of customer service, maybe it’s time to host an intervention.
Win the Customer
FEBRUARY 27, 2014
'Despite its importance, very few companies are actually able to perfect the art of providing truly excellent customer service.
Win the Customer
FEBRUARY 23, 2014
'When two of the worse customer service providers merge, can the result ever be better customer service?
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
FEBRUARY 28, 2014
We’ve all heard the phrase “What you don’t know can’t hurt you,” and we’ve probably just as often refuted its assertion. There are plenty of reasons why the unknown can hurt us. The following example effectively demonstrates this. I was recently on a call with a company that was looking at their Net Promoter Scores.
InMoment XI
FEBRUARY 28, 2014
We’ve all heard the phrase “What you don’t know can’t hurt you,” and we’ve probably just as often refuted its assertion. There are plenty of reasons why the unknown can hurt us. The following example effectively demonstrates this. I was recently on a call with a company that was looking at their Net Promoter Scores.
InMoment XI
FEBRUARY 28, 2014
We’ve all heard the phrase “What you don’t know can’t hurt you,” and we’ve probably just as often refuted its assertion. There are plenty of reasons why the unknown can hurt us. The following example effectively demonstrates this. I was recently on a call with a company that was looking at their Net Promoter Scores.
InMoment XI
FEBRUARY 24, 2014
“Consumers are more and more aware that personality and profit can be compatible” – Trendwatching.com. The annual 2014 Trend Report by trendwatching.com, once again highlights a mega trend that has been on the rise for several years – the concept of “Human Brands.” As corporate distrust and disgust levels rise, consumers are gravitating toward brands.
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Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,
InMoment XI
FEBRUARY 24, 2014
I recently moved from Los Angeles to Northwest Arkansas. So, as you might imagine, I have undergone somewhat of a culture shock in recent weeks. I have to admit, it hasn’t been all-bad. One thing that immediately strikes you here is that people are very nice. The 20 years in LA made me forget what it. View Article.
InMoment XI
FEBRUARY 24, 2014
“Consumers are more and more aware that personality and profit can be compatible” – Trendwatching.com. The annual 2014 Trend Report by trendwatching.com, once again highlights a mega trend that has been on the rise for several years – the concept of “Human Brands.” As corporate distrust and disgust levels rise, consumers are gravitating toward brands.
InMoment XI
FEBRUARY 24, 2014
I recently moved from Los Angeles to Northwest Arkansas. So, as you might imagine, I have undergone somewhat of a culture shock in recent weeks. I have to admit, it hasn’t been all-bad. One thing that immediately strikes you here is that people are very nice. The 20 years in LA made me forget what it.
InMoment XI
FEBRUARY 24, 2014
“Consumers are more and more aware that personality and profit can be compatible” – Trendwatching.com. The annual 2014 Trend Report by trendwatching.com, once again highlights a mega trend that has been on the rise for several years – the concept of “Human Brands.” As corporate distrust and disgust levels rise, consumers are gravitating toward brands.
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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.
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