Bill Quiseng

AUGUST 2, 2023

English writer Samuel Johnson said, “People need to be reminded more than they need to be instructed.” So when you prepare your team to engage and WOW your customers, I encourage you to remind them when you say, “Nobody raves about average. Don’t be just good. Be GREAT out there!”

Engagement 146

Engagement Customer Satisfaction Customers Loyalty 146

Comm100

NOVEMBER 27, 2017

Still, customers don’t respond to a non-apology the same way they do a sincere one. Research shows that customers feel a sense of restored fairness when companies apologize, provided CEOs show sufficient empathy— a key factor for successful personal apologies, too. . “Companies often fiddle while Rome burns.”

Social Media 290

Social Media Video Effort Score Brands 290

Oracle

JUNE 12, 2019

SmarterCX.com is proud to highlight women in technology who are driving innovation, creating the next generation of customer experience, and inspiring future leaders. We met with Alyssa Johnson, VP of Applications for Keste, who reflects on her career path while offering advice to those interested in a career in technology.

Video 44

Video e-support Technology Groups 44

Bill Quiseng

FEBRUARY 14, 2024

From me to you, from one customer service advocate to another, Happy Valentine’s Day. When we express our appreciation to each other and our fellow business professionals and customers, let’s not be just good. For having read my blog, I very much appreciate you.

Customer Service 78

Customer Service Engagement Customers Customer Satisfaction 78

Team Support

JUNE 15, 2020

In 2008, when working for a former company where they could not find a true B2B (business-to-business) customer support solution, my colleague and TeamSupport Co-founder, Eric Harrington , and I set out to build one. TeamSupport was built to organize things around the customer at the macro level while providing visibility at the micro-level.

Self Service 64

Self Service B2B Software B2C 64

ECXO

DECEMBER 20, 2023

Over two decades, digital transformation has reshaped customer expectations, roles, and the very concept of value creation. Evolution of Customer Value: We will trace the evolution of customer value from the agrarian era to the Gen AI era, highlighting the profound shifts that have occurred along the way. Who is Lior Arussy?

Airlines 69

Airlines Culture Innovation Groups 69

ShepHyken

OCTOBER 17, 2023

According to Wikipedia , this saying first appeared in a 1598 play, Every Man in His Humour , by English playwright Ben Johnson. That may be the case for the cat, but it’s not so in the world of customer service. That may be the case for the cat, but it’s not so in the world of customer service. Knowing more is not always best.

Customer Service Training 141

Customer Service Training Customer Service Interaction Customer relationships 141

ECXO

JANUARY 16, 2024

Over two decades, digital transformation has reshaped customer expectations, roles, and the very concept of value creation. Evolution of Customer Value: We will trace the evolution of customer value from the agrarian era to the Gen AI era, highlighting the profound shifts that have occurred along the way. Who is Lior Arussy?

Airlines 52

Airlines Culture Innovation Groups 52

Forrester's Customer Insights

FEBRUARY 22, 2024

This report builds upon Forrester’s long history of covering productivity as a dimension of Employee Experience, driven by research from my colleague David Brodeur-Johnson. Image via Bing Image Creator Today, we’ve released a major new report for clients on employee productivity, Increase Your Organizational Productivity Now.

Strategy 58

Strategy Employee Experience Report Customer Experience 58

Bill Quiseng

FEBRUARY 21, 2024

English writer Samuel Johnson said, “People need to be reminded more often than they need to be instructed.” Customer loyalty is not one BIG WOW to a customer. It’s one little wow delivered consistently to every customer. Second, but as importantly, be Magnificently Boring to CARE for your customers.

B2C 88

B2C B2B Hospitality Social Media 88

Experience Matters

APRIL 19, 2018

CEO Kevin Johnson took responsibility for the problem and issued a clear apology: The circumstances surrounding the incident and the outcome in our store on Thursday were reprehensible, they were wrong. The post Don’t Blame Starbucks, It’s On All Of Us appeared first on Customer Experience Matters®. And for Read More.

Customer Experience 202

Customer Experience Customers 202

The DiJulius Group

APRIL 26, 2022

For the third time in coffee chain Starbucks’ illustrious history Howard Schultz is the Chief Executive Officer, following former CEO Kevin Johnson who stepped down after a five-year tenure including upgrades like mobile ordering/payment, environmentally friendly cups and other items, and a particularly difficult period in 2018.

Groups 108

Groups Culture Customer Service Customer Experience 108

QuestionPro Audience

APRIL 23, 2018

The fact that the video caught white patrons angrily objecting the arrest was a visible testament to the company’s customer base. Johnson released both a video and written statement of culpability and regret. Instead, the maker of Tylenol, Johnson & Johnson, introduced a tamper-resistant packaging and $2.50-off

Brands 170

Brands Social Media Case Study Video 170

CX Accelerator

MARCH 14, 2019

When it comes to Customer Experience (CX) work, it takes a very special type of person to be successful. a global community of Customer Experience professionals, where do we tend to excel, and where do we have critical gaps? The bottom line is that Customer Experience Management as a practice is struggling to demonstrate ROI.

Customer Experience 369

Customer Experience Customer Journeys ROI Guidelines 369

Bill Quiseng

FEBRUARY 7, 2024

This is not a customer service training class. And the job of employees is to serve to satisfy the customer. Ideally, all of you will be enthused and energized to engage customers, not just to satisfy, but to WOW them. Customer service is what you do for your customers. Don’t just serve to sell to customers.

B2C 78

B2C Customer Service Training Hospitality Training 78

My Customer

JULY 22, 2022

COn customer-facing websites, we have all got used to a familiar presence: the brightly-coloured button the corner that says ‘Let’s chat!’. By Francine Johnson Customer Experience Leader. 10th Aug 2022.

Trends 52

Trends Customers Customer Experience 52

TechSee

DECEMBER 17, 2019

The customer service game has changed for energy, gas and water companies. When customers contact them to pay a bill, check their usage levels or report an outage, they demand personalized, streamlined and convenient interactions. Fred Johnson Sr. has been a Monolith Electric customer for 53 years. Fred Johnson Jr.

Customer Experience 136

Customer Experience Effort Score Competitive Advantage Comparison 136

CX Accelerator

OCTOBER 26, 2019

I grew up watching Magic Johnson, Larry Bird, Michael Jordan, and Kareem Abdul Jabbar. Clearly, I had what Rachelle Dever , a thought leader in customer experience, calls “emotional affinity” with basketball. When I was 12 years old, I discovered basketball cards, I loved them so much I collected over 5,000 of them in one summer.

Customer Service 182

Customer Service Video Travel Customers 182

CX Accelerator

OCTOBER 26, 2019

I grew up watching Magic Johnson, Larry Bird, Michael Jordan, and Kareem Abdul Jabbar. Clearly, I had what Rachelle Dever , a thought leader in customer experience, calls “emotional affinity” with basketball. When I was 12 years old, I discovered basketball cards, I loved them so much I collected over 5,000 of them in one summer.

Customer Service 182

Customer Service Video Travel Customers 182

Team Support

SEPTEMBER 23, 2020

The main focus of B2B companies is to offer unmatched support to their customers. Failing to do so will increase the likeliness of customer churn and also damage their reputation.That’s why an increasing number of businesses are leveraging AI every year to enhance their brand and provide a level of support required to stay competitive.

B2B 96

B2B Chatbots Software Consulting 96

Bill Quiseng

JUNE 21, 2023

This June, I present each one of the Three Principles to Build Customer Loyalty. You have been happy that your customers leave satisfied. Satisfied customers feel their experience is good, not better, just average. And satisfied customers will leave when they find an experience that is better or a price that is less expensive.

Loyalty 134

Loyalty B2C Hotels B2B 134

Team Support

SEPTEMBER 21, 2020

So, it’s no surprise to see that the B2B customer support industry has been among the most impacted. The main focus of B2B companies is to offer unmatched support to their customers. In this two-part blog series we introduce four ways AI is impacting the B2B customer support sector. Personalized Customer Experience.

B2B 98

B2B Contact Center Chatbots Consulting 98

Oracle

APRIL 18, 2018

At Modern Customer Experience , we held a live Twitter tweetchat to ask top customer experience (CX) influencers and thought leaders: How can companies successfully win customers and increase brand loyalty in today’s disruptive world? “We speak in our customers’ language, not ours. “Authenticity.

Loyalty 107

Loyalty Brands How To B2C 107

UJET

JULY 2, 2020

We’re thrilled to welcome two new members to our executive leadership team, Baker Johnson as Vice President of Marketing and Dave Bullock as Vice President of Engineering. Baker Johnson. Bullock brings over 20 years of experience as a full-stack software engineer, architect, and leader to his role as Vice President of Engineering.

Leadership 14

Leadership Contact Center Marketing Customer Centricity 14

Bill Quiseng

DECEMBER 6, 2023

English writer Samuel Johnson said, “People need to be reminded more often than they need to be instructed”. Ultimately, your employees will exceed customer expectations. HEARTS If you want to win the hearts of your customers, you, first, must win the hearts of your employees. Don’t just be good. Be GREAT out there!

Employee Engagement 158

Employee Engagement Leadership Engagement Policies 158

NobelBiz

JANUARY 15, 2021

Steve Bederman joins the Customer Service Academy Podcast - hosted by Tony Johnson - to talk about the different ways in which you can build trust and energy in a virtual call center, plus a host of many more interesting and highly educational insights on running a contact center in general.

Virtual Call Center 72

Virtual Call Center Call Center Contact Center Customer Service 72

AWS Machine Learning

APRIL 19, 2024

Amazon Personalize enables developers to quickly implement a customized personalization engine, without requiring ML expertise. Solution overview A solution refers to the combination of an Amazon Personalize recipe, customized parameters, and one or more solution versions (trained models). About the authors Ba’Carri Johnson is a Sr.

Training 98

Training Resources Travel Software 98

Strativity

FEBRUARY 13, 2020

Renowned customer experience and transformation firm Strativity Group announced Elizabeth Real as its new President. Real will guide company strategy and operations as the organization enters its next stage of growth in the booming customer and employee experience consulting market. About Strativity. Strativity is an LRW Group company.

Groups 98

Groups Consulting Leadership Innovation 98

ShepHyken

OCTOBER 25, 2021

Each week I read many customer service and customer experience articles from various resources. What Kind of CX Do Customers Really Want? No Jitter) Many customers still prefer email and voice channels for customer service requests over chatbots. Read this article and learn more about what customers expect.

Customer Service 143

Customer Service Loyalty Programs Chatbots Loyalty 143

CX Accelerator

OCTOBER 26, 2019

I grew up watching Magic Johnson, Larry Bird, Michael Jordan, and Kareem Abdul Jabbar. Clearly, I had what Rachelle Dever , a thought leader in customer experience, calls “emotional affinity” with basketball. When I was 12 years old, I discovered basketball cards, I loved them so much I collected over 5,000 of them in one summer.

Customer Service 140

Customer Service Video Travel Customers 140

West Monroe

AUGUST 3, 2023

We're helping organizations move from project-based ways of working to creating and nurturing a product-led culture, we're moving them closer to their customers (and needs), we're helping them test/learn/adopt/and scale emerging technologies, we're truly helping them transform and we believe we are to be recognized by Forrester for (..)

Report 52

Report Trends Culture Resources 52

Bill Quiseng

MARCH 23, 2022

” Samuel Johnson. As customer service professionals, we are all onstage with customers, happy to serve. Here is what I say: Any movie or theatrical audience has customers. Customers perceive service in their own unique, idiosyncratic, emotional, irrational, end-of-the-day, and totally human terms. Tom Peters.

Customer Service 109

Customer Service Interaction Training Meeting 109

Steve DiGioia

APRIL 10, 2023

Thanks, Tony Johnson for having me as a guest on your podcast. When 2 “hospitality guys” get together, there’s bound to be many stories and CS/CX secrets to share. Click here to listen.

Hospitality 29

Hospitality Leadership Training Customer Service 29

Alida

OCTOBER 27, 2017

Bucking the trend toward e-commerce was part of Starbuck’s sales channel simplification strategy, but also reflects the understanding that emphasizing experiential retail makes consumers want to come to your store, according to Starbucks CEO Kevin Johnson. In-store inventory innovation secures customer loyalty. Make it magical.

Retail 154

Retail Examples e-support Entertainment 154

Kerry Bodine

NOVEMBER 22, 2017

Whether you’re just getting started with customer journey mapping or looking for a methodology refresh, our two-day interactive workshop will help you develop the skills and know-how you need to effectively employ journey mapping within your organization. February 27 & 28 in San Francisco. May 16 & 17 in Chicago.

Customer Journeys 120

Customer Journeys Exercises Tips Course 120

ClearAction

DECEMBER 13, 2017

Customer Centric Mission & Values Lynn Hunsaker. Customer-centricity is about priorities. Johnson & Johnson has an excellent way of communicating their customer-centric priorities: 1) doctors, nurses, patients, parents; 2) employees; 3) communities; 4) stockholders. Our Credo — Johnson & Johnson. “We

Customer Centricity 59

Customer Centricity Customers Consulting Meeting 59

Oracle

JANUARY 25, 2018

Customers are the most important part of small- or medium-sized businesses (SMBs). They expect an unrivaled customer experience (CX), tailored to their exact wants/needs, throughout the entire buyer journey. They expect an unrivaled customer experience (CX), tailored to their exact wants/needs, throughout the entire buyer journey.

Tips 110

Tips Customer Experience Social Media Consulting 110