Myra Golden

MARCH 19, 2017

I was trying to check in for my American Airlines flight on my phone. I was able to get one boarding pass, but not the other. After several failed attempts, I called American and explained my problem. I was transferred quickly and the person I ended up with looked into my itinerary and then said, “Ms. Golden, this is a system error. You are checked in all the way through to Tulsa.

Airlines 86

Airlines Customer Service Training Customers Training 86

Middlesex Consulting

MARCH 19, 2017

If you are responsible for growing your service business, you are in Sales. Maybe not product sales but certainly you are selling services. Also, you probably depend on the sales organization to initially sell service contracts, or other services, along with the product. So, for these two reasons, you had better understand what B2B selling actually means in the late 2010’s (i.e., NOW!).

B2B 60

B2B Sales Transportation ROI 60

ReviewTrackers

MARCH 19, 2017

“No business is immune to a negative online review.”. Even those with a 5-star reputation receive the occasional scathing comment from a customer-turned-critic (or a bitter ex-employee-turned-hater.). On review platforms like Yelp, TripAdvisor, Google, and Facebook, such comments can stand out like a bad apple that spoils the bunch. How to Respond to a Negative Review: Apologize.

How To 63

How To Groups Communication Feedback 63

Peter Lavers

MARCH 19, 2017

Peter Lavers’ blog on the “3 behavioral mind-sets for accurate content personalization” has been published on IBM #ThinkMarketing. Read it here. Tweet to @PeterLavers. The post “3 behavioral mind-sets for accurate content personalization” blog published on #ThinkMarketing appeared first on Think CX.

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Customers

ENGAGE.cx

MARCH 19, 2017

Part 3 – Operationalizing Stickiness…Loyalty’s Holy Grail. Go to Part 1 . Click to download The New Loyalty 3 part series. We’ve learned in the earlier posts that if you’re continuing to invest in traditional loyalty programs, you’re spending money on outdated techniques and, worse yet, you may be losing more customers than you gain. We’ve also learned that consumers are more prone than ever to shop around.

Loyalty 40

Loyalty Measurement Brands ROI 40

transcosmos Information Systems

MARCH 19, 2017

Contact centres have seen the biggest growth in the recent years. According to Global Industry Analysts, the global contact centers market will reach $337.8 billion by 2018. However, a huge change that the industry is about to face is the presence of Artificial Intelligence (AI). AI is the enabling of technology and machines to perform the tasks which are usually done by humans.

Industry 48

Industry Contact Center Social Media Analytics 48