InMoment XI

OCTOBER 25, 2012

How do customer service execs strike the right balance of cost and quality in the new age of the customer? This is one of the questions addressed in the complimentary webinar Customer Service in the Age of the Customer: The Secret to Balancing Cost and Customer Experience” on Monday, October 29, 2012, at 12 p.m. CDT (10 a.m. ET). The webinar is sponsored by the American Marketing Association (AMA).

Webinar 200

Webinar 2012 Customer Service Customers 200

Service Untitled

AUGUST 21, 2012

Years ago when contractors were so busy building houses, supply giant Home Depot paid a lot more attention to the builders than to the do-it-yourself home owners. After all, the economy was booming and a realtor could scarcely keep any home inventory available for new buyers, and so the prices kept climbing while customers lined up at the cash registers.

Customer Service 94

Customer Service Exceptional Customer Service Workshop Customer Centricity 94

Customer Input

MAY 9, 2012

'Using the power of storytelling, organizations can create not only more seamless cross-departmental interactions, but create more emotionally engaging customer experiences.

Engagement 93

Engagement Customer Experience Interaction Article 93

Customers Rock!

AUGUST 16, 2012

Social media has pushed customer service to the forefront for many organizations. Responses are often faster in social media than they are in traditional service channels, since social media makes everything extremely visible. And when things go wrong, customers often flock to social media to air their grievances; a perfect example is the article I recently co-authored for Forbes Online, with Mark Fidelman , about the Southwest Airlines 3 Million Fan Flash Sale fiasco.

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Social Media Airlines Customers Books 91

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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.

Customers

Very Best Service

JULY 6, 2012

'Giving a good impression is the ambition of many companies and it is fair to say that with the investment in technology, social media and training much progress is being achieved across the board. The basis for competition has shifted though and with no immediate prospect of a sustained improvement in the economic environment, customer service''s importance keeps growing.

Customer Service 45

Customer Service Social Media Loyalty Feedback 45

Customer Interactions

NOVEMBER 1, 2012

'As a frequent international traveler, I spend a lot of time in airports. Like most travelers, my main focus is getting from one place to the next in as little time as possible. The process of check-in, security, passport control, and boarding are like a series of travel hurdles. If I get through them quickly, I’m happy. If not, I, like most of the others in line with me, start muttering a range of frustrated thoughts.

Travel 36

Travel Transportation Customer Experience Retail 36

Brad Cleveland Blog

NOVEMBER 15, 2012

Posting statistics on your customer services can be smart move. It tells your customers that you care, emphasizes important aspects of performance, provides your team with focus and, yes, provides useful information to customers. Real time and rolling stats can be posted in many places, including your website, mobile apps, overhead screens like this example (London’s Heathrow Airport), and elsewhere.

Customer Service 20

Customer Service Customers Information 20

Aveus

OCTOBER 23, 2012

Aveus Partner, Linda Ireland, recently became a contributing author at Forbes.com with her first post, Do Republicans and Democrats have a customer experience problem? A timely post on Forbes. With the wall-to-wall media coverage around Monday night’s presidential debate and who is ahead of whom in the battleground states, I can’t help but look at our political parties through a customer-experience lens.

Customer Experience 40

Customer Experience Healthcare Insurance Customers 40

InMoment XI

OCTOBER 25, 2012

How do customer service execs strike the right balance of cost and quality in the new age of the customer? This is one of the questions addressed in the complimentary webinar Customer Service in the Age of the Customer: The Secret to Balancing Cost and Customer Experience” on Monday, October 29, 2012, at 12 p.m. CDT (10 a.m. ET). The webinar is sponsored by the American Marketing Association (AMA).

Webinar 200

Webinar 2012 Customer Service Customers 200

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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

Retail

InMoment XI

OCTOBER 25, 2012

How do customer service execs strike the right balance of cost and quality in the new age of the customer? This is one of the questions addressed in the complimentary webinar Customer Service in the Age of the Customer: The Secret to Balancing Cost and Customer Experience” on Monday, October 29, 2012, at 12 p.m. CDT (10 a.m. ET). The webinar is sponsored by the American Marketing Association (AMA).

Webinar 200

Webinar 2012 Customer Service Customers 200

InMoment XI

NOVEMBER 14, 2012

At MaritzCX, we are often asked, “Which scale should I use on my customer experience study?” In this three part series, we will look at some of the analytical differences between scales that can be attributed to only the scale itself. MaritzCX clients use a variety of rating scales for different reasons. In some cases a.

Article 227

Article Customer Experience Customers 227

InMoment XI

DECEMBER 11, 2012

Michael Allenson just launched his first in a series of monthly articles for Survey Magazine. His column “Survey Says” features CEBenchmarks–a new approach to gathering benchmark data for customer experience research. To kick it off, Michael questions: Do consumers from different economic standing, different life situations, etc. have different expectations of the companies they do business.

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Magazine Article Consumers Customer Experience 200

InMoment XI

DECEMBER 11, 2012

Michael Allenson just launched his first in a series of monthly articles for Survey Magazine. His column “Survey Says” features CEBenchmarks–a new approach to gathering benchmark data for customer experience research. To kick it off, Michael questions: Do consumers from different economic standing, different life situations, etc. have different expectations of the companies they do business.

Magazine 200

Magazine Article Consumers Customer Experience 200

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.

Customer Insights

InMoment XI

DECEMBER 11, 2012

Michael Allenson just launched his first in a series of monthly articles for Survey Magazine. His column “Survey Says” features CEBenchmarks–a new approach to gathering benchmark data for customer experience research. To kick it off, Michael questions: Do consumers from different economic standing, different life situations, etc. have different expectations of the companies they do business.

Magazine 200

Magazine Article Consumers Customer Experience 200

InMoment XI

DECEMBER 5, 2012

We are very excited to announce that Carine Clark has joined Allegiance as president and CEO, effective January 2, 2013. Formerly SVP and CMO for Symantec, Carine has twenty five years of experience building successful software companies. As an experienced CMO, Carine knows what CMOs and the C-suite need, and what keeps them up at night. She recognizes that Allegiance can become a game changer and drive the trend toward customer empowerment with technology that helps companies achieve greater cu

2013 200

2013 Marketing Insights Technology 200

InMoment XI

DECEMBER 5, 2012

We are very excited to announce that Carine Clark has joined Allegiance as president and CEO, effective January 2, 2013. Formerly SVP and CMO for Symantec, Carine has twenty five years of experience building successful software companies. As an experienced CMO, Carine knows what CMOs and the C-suite need, and what keeps them up at night. She recognizes that Allegiance can become a game changer and drive the trend toward customer empowerment with technology that helps companies achieve greater cu

2013 200

2013 Marketing Insights Technology 200

InMoment XI

DECEMBER 5, 2012

We are very excited to announce that Carine Clark has joined Allegiance as president and CEO, effective January 2, 2013. Formerly SVP and CMO for Symantec, Carine has twenty five years of experience building successful software companies. As an experienced CMO, Carine knows what CMOs and the C-suite need, and what keeps them up at night. She recognizes that Allegiance can become a game changer and drive the trend toward customer empowerment with technology that helps companies achieve greater cu

2013 200

2013 Marketing Insights Technology 200

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

Contact Center

InMoment XI

NOVEMBER 28, 2012

In the competitive world of financial services, a good customer experience (CX) program can create millions of dollars more in revenue, and make its program leaders look like rock stars. How does your program stack up against the best in the financial services industry, and what are the practical next steps to 'level-up' your program? To find out, join us for our complimentary webinar on Tuesday, December 11.

Financial 200

Financial Webinar Customer Experience Customers 200

InMoment XI

NOVEMBER 28, 2012

In the competitive world of financial services, a good customer experience (CX) program can create millions of dollars more in revenue, and make its program leaders look like rock stars. How does your program stack up against the best in the financial services industry, and what are the practical next steps to 'level-up' your program? To find out, join us for our complimentary webinar on Tuesday, December 11.

Financial 200

Financial Webinar Customer Experience Customers 200

InMoment XI

NOVEMBER 14, 2012

At MaritzCX, we are often asked, “Which scale should I use on my customer experience study?” In this three part series, we will look at some of the analytical differences between scales that can be attributed to only the scale itself. MaritzCX clients use a variety of rating scales for different reasons. In some cases a.

Article 200

Article Customer Experience Customers 200

InMoment XI

NOVEMBER 14, 2012

At MaritzCX, we are often asked, “Which scale should I use on my customer experience study?” In this three part series, we will look at some of the analytical differences between scales that can be attributed to only the scale itself. MaritzCX clients use a variety of rating scales for different reasons. In some cases a.

Article 200

Article Customer Experience Customers 200

Advertiser: ZoomInfo

One of the biggest challenges for any B2B marketer is understanding your prospects’ next move — who is most likely to buy and when. Without these insights, marketing campaigns can feel more like guesswork, with high investment and little return. We’re here to tell you there’s a better way. By tracking buyers’ digital footprints and online activity, such as website visits, product reviews, and spikes in content consumption, you can engage prospects with a message that really resonates.

Marketing

InMoment XI

NOVEMBER 9, 2012

When thinking about brands immediately power brands like Coca-Cola, Nike or Apple come to our minds. We may also recall some famous advertising campaigns that were communicating the values of these brands. At the end these brands have created a strong image and we associate specific attributes with them, like fun, freedom, dynamism or exclusivity. View Article.

Brands 200

Brands Customer Experience Advertising Article 200

InMoment XI

NOVEMBER 9, 2012

When thinking about brands immediately power brands like Coca-Cola, Nike or Apple come to our minds. We may also recall some famous advertising campaigns that were communicating the values of these brands. At the end these brands have created a strong image and we associate specific attributes with them, like fun, freedom, dynamism or exclusivity.

Brands 200

Brands Customer Experience Advertising Article 200

InMoment XI

NOVEMBER 9, 2012

When thinking about brands immediately power brands like Coca-Cola, Nike or Apple come to our minds. We may also recall some famous advertising campaigns that were communicating the values of these brands. At the end these brands have created a strong image and we associate specific attributes with them, like fun, freedom, dynamism or exclusivity.

Brands 200

Brands Customer Experience Advertising Article 200

InMoment XI

NOVEMBER 2, 2012

Imagine a scenario where you are finalizing the details of your new car purchase. The sales person says to you “You will be getting a survey shortly. I’d appreciate it if you return it with all 5’s or my bonus will get dinged.” Or, perhaps, the sales person may be bold enough to ask for. View Article.

Customer Experience 200

Customer Experience Sales Article Customers 200

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JUST RELEASED! New research reveals 92% of business leaders would like to provide additional training to their customer service representatives. Soft skills training stands out as a priority area of investment and/or improvement. Check out The Northridge Group’s latest CX research report —the 7th annual CX survey of 1,000 customers and 250 business executives—to see additional statistics as well as insights that businesses can use to benchmark their customer service and improve the overall exper

Customer Service Representative