InMoment XI
SEPTEMBER 27, 2010
You have a well-designed, comprehensive feedback program in place, with several gigabytes of data on employee and customer satisfaction, loyalty and engagement. Now is the time to maximize the actionability of your VOC (Voice of the Customer) and VOE (Voice of the Employee) initiatives and optimize the ROI realized from your feedback program.
GetFeedback
OCTOBER 9, 2010
Prove the ROI of customer experience with our step-by-step process.
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Customers Rock!
AUGUST 28, 2010
Here is a blast from the past, a classic Customers Rock! post on taking care of your current customers. Thanks to @Foundora for bringing it back to my attention. Enjoy! Many companies spend a lot of time and money on attracting new customers to their product or service. Much of the marketing budget is spent on mass approaches such as advertising and direct mail.
Service Untitled
DECEMBER 20, 2010
Every business is bound to have unhappy customers; there’s always some variable that can go wrong despite all safeguards to make things perfect. Great customer service extends beyond answering the phone after two rings, beyond the twitter and Facebook entries, and even beyond the gentle ego stroking of an already angry customer. The Society for New Communications Research, which tracks the latest trends and best practices in communication and social media, states that 59 percent of consume
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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.
Very Best Service
DECEMBER 19, 2010
'In a harsh climate, companies'' leadership teams may decide that investment in customer service is a low priority. Whilst the motivation is easy to understand and often driven by cost management measures, it is not sustainable. After all, when the winter is over, clients will remember where their bad customer experience and this will clearly influence their decision for future purchases.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Customer Interactions
APRIL 29, 2010
'Welcome to NICE Fusion, the NICE Systems’ Security blog. We’re excited to have an opportunity to discuss many thought-provoking topics and issues related to security and public safety with you. Our bloggers are some of the best known talents in security and public safety. The blog will feature: Dr. Bob Banerjee on all topics video Chris Wooten on public safety Douglas Florence on the gaming market.
QuestionPro Audience
NOVEMBER 3, 2010
It appears that Survey Analytics is listening intently to its customers and with good reasons. The software firm, which currently offers an array of research tools for conducting market research, including survey design and hosting, reporting, advance analytics and panel management, recently announced the launch of its latest product – MicroPanel. MicroPanel is designed to facilitate both QuestionPro and Survey Analytics customers access to online respondents for survey participation, using one
InMoment XI
SEPTEMBER 27, 2010
You have a well-designed, comprehensive feedback program in place, with several gigabytes of data on employee and customer satisfaction, loyalty and engagement. Now is the time to maximize the actionability of your VOC (Voice of the Customer) and VOE (Voice of the Employee) initiatives and optimize the ROI realized from your feedback program.
InMoment XI
SEPTEMBER 27, 2010
You have a well-designed, comprehensive feedback program in place, with several gigabytes of data on employee and customer satisfaction, loyalty and engagement. Now is the time to maximize the actionability of your VOC (Voice of the Customer) and VOE (Voice of the Employee) initiatives and optimize the ROI realized from your feedback program.
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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
AUGUST 31, 2010
Too many businesses focus solely on the minds of customers and forget the importance of connecting emotionally – to customers’ hearts. What drives their passion, loyalty and engagement? Customers make decisions about staying or leaving a business relationship based upon a multitude of factors – and attitude and emotion play major roles. By collecting feedback in real time, and at all possible customer interaction points, a company can learn firsthand what customers think when interactions happen
InMoment XI
AUGUST 31, 2010
Too many businesses focus solely on the minds of customers and forget the importance of connecting emotionally – to customers’ hearts. What drives their passion, loyalty and engagement? Customers make decisions about staying or leaving a business relationship based upon a multitude of factors – and attitude and emotion play major roles. By collecting feedback in real time, and at all possible customer interaction points, a company can learn firsthand what customers think when interactions happen
InMoment XI
AUGUST 31, 2010
Too many businesses focus solely on the minds of customers and forget the importance of connecting emotionally – to customers’ hearts. What drives their passion, loyalty and engagement? Customers make decisions about staying or leaving a business relationship based upon a multitude of factors – and attitude and emotion play major roles. By collecting feedback in real time, and at all possible customer interaction points, a company can learn firsthand what customers think when interactions happen
InMoment XI
DECEMBER 20, 2010
The design of any world-class customer feedback program should include a closed loop process that makes the customers feel that they have been heard and promotes learning about what to do to improve the business in ways that drive customer satisfaction and loyalty.
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 20, 2010
The design of any world-class customer feedback program should include a closed loop process that makes the customers feel that they have been heard and promotes learning about what to do to improve the business in ways that drive customer satisfaction and loyalty.
InMoment XI
DECEMBER 20, 2010
The design of any world-class customer feedback program should include a closed loop process that makes the customers feel that they have been heard and promotes learning about what to do to improve the business in ways that drive customer satisfaction and loyalty.
InMoment XI
DECEMBER 20, 2010
The design of any world-class customer feedback program should include a closed loop process that makes the customers feel that they have been heard and promotes learning about what to do to improve the business in ways that drive customer satisfaction and loyalty.
InMoment XI
DECEMBER 6, 2010
After months of client meetings, focus groups and quantitative studies, one thing stands out: data is everywhere, and VOC pros want help making decisions from their mountains of data. That’s why we are committed to accelerating the delivery of actionable business intelligence from VOC data. It’s not about gathering more survey data, it’s about the insights business leaders need to move the needle.
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 6, 2010
After months of client meetings, focus groups and quantitative studies, one thing stands out: data is everywhere, and VOC pros want help making decisions from their mountains of data. That’s why we are committed to accelerating the delivery of actionable business intelligence from VOC data. It’s not about gathering more survey data, it’s about the insights business leaders need to move the needle.
InMoment XI
DECEMBER 6, 2010
After months of client meetings, focus groups and quantitative studies, one thing stands out: data is everywhere, and VOC pros want help making decisions from their mountains of data. That’s why we are committed to accelerating the delivery of actionable business intelligence from VOC data. It’s not about gathering more survey data, it’s about the insights business leaders need to move the needle.
InMoment XI
NOVEMBER 1, 2010
The core objective of your feedback program is not to drive improved survey metrics. The ultimate objective is increased business performance and improved results. Dutifully reporting to a senior executive or business unit owner that “customer engagement scores have increased for the past eight quarters” is nice. Telling that same audience that “in this same time period, quarterly sales increases of 8%, on average, and a steady decline in customer attrition of 24% have been associated with incre
InMoment XI
NOVEMBER 1, 2010
The core objective of your feedback program is not to drive improved survey metrics. The ultimate objective is increased business performance and improved results. Dutifully reporting to a senior executive or business unit owner that “customer engagement scores have increased for the past eight quarters” is nice. Telling that same audience that “in this same time period, quarterly sales increases of 8%, on average, and a steady decline in customer attrition of 24% have been associated with incre
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.
InMoment XI
NOVEMBER 1, 2010
The core objective of your feedback program is not to drive improved survey metrics. The ultimate objective is increased business performance and improved results. Dutifully reporting to a senior executive or business unit owner that “customer engagement scores have increased for the past eight quarters” is nice. Telling that same audience that “in this same time period, quarterly sales increases of 8%, on average, and a steady decline in customer attrition of 24% have been associated with incre
InMoment XI
OCTOBER 26, 2010
Most companies are good at collecting data from customers. In fact, it’s common practice to have a customer feedback program in place. However, for some companies, dealing with the results is when things begin to get fuzzy. What are our customers trying to tell us? And how do we take that information and use it to effectively improve the customer experience?
InMoment XI
OCTOBER 26, 2010
Most companies are good at collecting data from customers. In fact, it’s common practice to have a customer feedback program in place. However, for some companies, dealing with the results is when things begin to get fuzzy. What are our customers trying to tell us? And how do we take that information and use it to effectively improve the customer experience?
InMoment XI
OCTOBER 26, 2010
Most companies are good at collecting data from customers. In fact, it’s common practice to have a customer feedback program in place. However, for some companies, dealing with the results is when things begin to get fuzzy. What are our customers trying to tell us? And how do we take that information and use it to effectively improve the customer experience?
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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
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