Kristina Evey

SEPTEMBER 3, 2014

'Improving customer service requires the fine art of working with frustrated and upset customers. We’ve all had them. We all know the principle that if you can successfully turn around an upset customer, they’ll be more loyal to your company than if they never had an issue at all. . . But in the heat of the moment, what is the best way to connect with them to calm them down so that you can help them?

Customer Service 278

Customer Service Customer Success How To Policies 278

ijgolding

SEPTEMBER 1, 2014

'Smiling – we all do it. Some of us do it more than others, but it is very likely that we will all smile at some point today. There are actually some very interesting facts about the facial expression we take for granted: Forcing yourself to smile can improve your mood. Smiling boosts your immune system. Smiling is contagious. Smiling relieves stress.

Travel 271

Travel Touchpoint Employee Engagement Customer Journeys 271

InMoment XI

SEPTEMBER 4, 2014

Although it’s not featured all that much in the UK press, it looks as though the country is about to get some far-reaching (and, some would argue), long-overdue revisions to its consumer laws. Click here for full details (and a good night’s sleep, it has to be said). The UK has always been a bit cautious about putting. View Article.

Consumers 200

Consumers Automotive 200

Customer Bliss

SEPTEMBER 4, 2014

'Many companies try to copy the actions that result from beloved companies’ decisions. The fact of the matter is decisions that earn customer love are not easily reached. To achieve the same impact, what enabled the decision must exist. You must get beyond the decision itself and possess the intention and motivation what lies beneath it. It’s the intent (the “what”) and the motivation (the “why”) behind decisions that bond people with companies.

Connections 214

Connections Culture Customers Company 214

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Storyminers

SEPTEMBER 4, 2014

'Innovation keeps brands fresh and fun. Practicality keeps brands from pursuing every idea the comes along. It is important to have the right mix of both. Using Experience Design twice is the way to achieve the right balance.

Video 178

Video Innovation Brands 178

InMoment XI

SEPTEMBER 4, 2014

Although it’s not featured all that much in the UK press, it looks as though the country is about to get some far-reaching (and, some would argue), long-overdue revisions to its consumer laws. Click here for full details (and a good night’s sleep, it has to be said). The UK has always been a bit cautious about putting.

Consumers 200

Consumers 200

Customer Bliss

SEPTEMBER 2, 2014

'Managing customers as assets is about simple customer math: Incoming Customers minus Outgoing Customers = Net Growth or Loss. It’s the first step to “customer experience reliability,” so how well does your company do it? Rather than talking about customer retention, begin talking about these numbers: Incoming customers. Outgoing customers. Net growth (or loss) of customer asset in the selected period (Incoming Customers minus Outgoing Customers = Net Growth or Loss).

Metrics 166

Metrics Customer Retention Customers Management 166

Comm100

SEPTEMBER 5, 2014

The advent of social media has had a huge impact on the customer service industry. Not only can people go directly to companies and get quick feedback on their questions and problems, but they can also call out businesses in a public forum, making it all the more important for their questions to be answered quickly and efficiently. Here are nine tips on how to offer the most effective customer service on social media.

Social Media 113

Social Media Tips Customer Service Customer Service Representative 113

CX Journey

SEPTEMBER 4, 2014

'I originally wrote today''s post for InsideCXM , where it was published on April 2, 2014. I have modified the post slightly since then. Do your employees have a clear line of sight to your customers? First, what does "line of sight" mean? In a nutshell, it''s the straight line between you and your target. In this case, the target is the customer and the customer experience.

Tools 160

Tools Customer Journeys Culture Touchpoint 160

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Communication

InMoment XI

SEPTEMBER 4, 2014

Although it’s not featured all that much in the UK press, it looks as though the country is about to get some far-reaching (and, some would argue), long-overdue revisions to its consumer laws. Click here for full details (and a good night’s sleep, it has to be said). The UK has always been a bit cautious about putting.

Consumers 200

Consumers 200

Wired and Dangerous

SEPTEMBER 5, 2014

'We live our lives on promises. From the time a child can grasp the concept of “cross my heart and hope to die,” there is a forever realization that anxiety can only be reduced through proof of trust while waiting for a promise to be kept. From “Scout’s honor” to “I do” to “the whole truth and nothing but the truth,” we seek cues that allay our worries.

Innovation 119

Innovation Hospitality Insurance Customer relationships 119

Michel Falcon Experience

SEPTEMBER 3, 2014

'Customer experience is what powers your word of mouth marketing campaign. Remember, your customers enthusiastically talk about their experience with your service or product not your logo or fancy business card. I’ve seen some businesses spend more time designing their business cards than they do growing their company organically through referrals and repeat business.

Marketing 121

Marketing Gamification eBook Retail 121

Storyminers

SEPTEMBER 4, 2014

Innovation keeps brands fresh and fun. Practicality keeps brands from pursuing every idea the comes along. It is important to have the right mix of both. Using Experience Design twice is the way to achieve the right balance. This video offers a little more on Experience Design and how new technology is actually helping brands connect […]. The post Use Experience Design Two Times for Best Outcome appeared first on Mike Wittenstein.

Video 100

Video Innovation Brands Connections 100

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

Retail

InMoment XI

SEPTEMBER 2, 2014

Not everyone chooses to jump on a plane in search of a beach in some far off place. Instead some families enjoy quality time, closer to home with a staycation and days out. But what makes for a great experience for young and old at a price that won’t break the bank? What makes one.

Banking 200

Banking 200

Help.com

SEPTEMBER 3, 2014

Welcome to the second edition of the Help.com customer service awards! We are rethinking customer service, and part of that is by making sure that we acknowledge the best customer service we encounter. Without further ado, here are the winners from the second half of August: All American Liquors (Brazos Street). This is a new store in Austin that everyone should support.

Customer Service 100

Customer Service Customer Centricity Customers Course 100

Heart of the Customer

SEPTEMBER 5, 2014

'One impact of being in a new capability is trying to describe it. My wife doesn’t really know what I do, so how can I effectively communicate customer experience to somebody who’s never heard of it? This is a common topic among my CX friends. How do we explain what we do to others? If they don’t give me a blank look, most folks hear customer experience and ask, “So, you work in a call center?

Call Center 118

Call Center Customer Base Customer Experience Loyalty 118

Maz Iqbal

SEPTEMBER 2, 2014

'What Is The Weak Point Of Many Organisations? In a few days I had grasped the main principles on which the hotel was run …… What keeps a hotel going is the fact that the employees take a genuine pride in their work, beastly and silly though it is. If a man idles, the others soon find him out, and conspire against him to get him sacked…… everyone in the hotel had his sense of honour, and when the press of work came we were all ready for a grand concerted effort to get thr

Customer Centricity 107

Customer Centricity Customer Experience Hotels Customer Service 107

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Customer Experience

InMoment XI

SEPTEMBER 2, 2014

Not everyone chooses to jump on a plane in search of a beach in some far off place. Instead some families enjoy quality time, closer to home with a staycation and days out. But what makes for a great experience for young and old at a price that won’t break the bank? What makes one.

Banking 200

Banking 200

Beyond Philosophy

SEPTEMBER 5, 2014

'Managing your relationships with your employees is a challenging task. As a career manager myself, at one time as a manager of 1000s of employees for British Telecom, I have learnt a thing or two over the years. Including, as it were, what NOT to do. I read that the secret to relationships of any kind is to be truthful and keep your commitments. I like the simplicity of this.

Net Promoter Score 79

Net Promoter Score Employee Engagement Social Media Loyalty 79

Customer Enthusiast

SEPTEMBER 2, 2014

'Voltaire, the 18th-century French philosopher, said, “The best is the enemy of the good.” I love this quote because, to me, it highlights the distinction between extraordinary and ordinary, excellence and mediocrity, and exceptional and average customer service. Earlier this year, I attended a conference at the InterContinental Hotel in the Buckhead district of Atlanta.

Hotels 70

Hotels Employee Engagement Conference Sales 70

ForeSee

SEPTEMBER 4, 2014

'For over 10 years, ForeSee has been measuring and reporting on citizen satisfaction with the digital government experience. In that time, we’ve seen technology evolve – and with that comes. The post Digital Government Best Practices for Meeting the Expectations of Today’s Multichannel, Multi-Device Citizens appeared first on ForeSee.

Government 68

Government Meeting Measurement Report 68

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Tips

InMoment XI

SEPTEMBER 2, 2014

Not everyone chooses to jump on a plane in search of a beach in some far off place. Instead some families enjoy quality time, closer to home with a staycation and days out. But what makes for a great experience for young and old at a price that won’t break the bank? What makes one.

Banking 200

Banking 200

Beyond Philosophy

SEPTEMBER 5, 2014

'Managing your relationships with your employees is a challenging task. As a career manager myself, at one time as a manager of 1000s of employees for British Telecom, I have learnt a thing or two over the years. Including, as it were, what NOT to do. I read that the secret to relationships of any kind is to be truthful and keep your commitments. I like the simplicity of this.

Net Promoter Score 60

Net Promoter Score Employee Engagement Social Media Loyalty 60

Customer Enthusiast

SEPTEMBER 5, 2014

'With the start of the 2014 NFL football season, I got to thinking about how customer service is like football. Two nights ago, my 11-year-old son and I analyzed game film from his season opener last weekend. Our observations weren’t terribly surprising or original: Block until the whistle sounds on offense and, on defense, wrap up when tackling, contain the outside corners, and keep the receiver in front of you.

Customer Service 67

Customer Service Employee Engagement Retail Customers 67

Daniel Group

SEPTEMBER 4, 2014

'I recently purchased a new cell phone. After several years of use and abuse, the Android had to be replaced. My wife suggested I try an iPhone so I thought “why not!?” Besides, Verizon was running a special. I contacted our account representative and placed the order. Since I was heading out for a trip I asked that the phone be shipped to a location along the way as I was not certain how much longer the existing phone would last.

Travel 45

Travel Groups Sales Customer Experience 45

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

SEPTEMBER 1, 2014

The gaming industry is known for innovation and creativity of its products, but Activision is also pioneering innovative voice-of-the-gamer and player experience programs that help it accomplish its most important corporate goals. Join this webinar and listen to the world’s largest independent interactive gaming company share its objectives, strategies, and tactics to better listen and.

Company 200

Company Innovation Industry Interaction 200

Strativity

SEPTEMBER 3, 2014

Some people get caught in the details without seeing the bigger picture – some only see the forest, not individual trees. They say that when you’re a smaller business, it’s easier to see the details because, well, there are less of them to keep track of. Corporations tend to think big because they are big. Even for those organizations that start small, when they make it corporate-size, the focus shifts to the big picture.

Culture 40

Culture Customer relationships Customer Experience Training 40

Customer Interactions

SEPTEMBER 4, 2014

'Every year, 911 operators receive 240 million calls, many of which save lives. But it’s not always possible or safe to call. A new ruling by the FCC offers citizens more ways to contact 911 by mandating that all wireless carriers and some message services support Text-to-911 by the end of the year. In life or death situations, this option can be invaluable.

Wireless 34

Wireless Call Center Telecommunications Communication 34