ijgolding

MAY 20, 2015

Today I am sharing a story about a company that has had an overt Customer Centric culture for many years. Taylor, by 2005, Enterprise Rent-A-Car’s customer service had been recognized seven times by J.D. Power and Associates as highest in customer satisfaction for rental car companies at or near airports.

Net Promoter Score 120

Net Promoter Score How To Effort Score Lifetime Customer 120

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adam Toporek.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adam Toporek.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ReviewTrackers

APRIL 27, 2017

Smith focuses on customers who appreciate curation and customer service. “People who will stay loyal as long as that brand is delivering — those are the customers we focus on,” she said. at the Cleveland Clinic from July 2007 to July 2009, according to Managed Healthcare Executive.

Healthcare 50

Healthcare Insurance Hotels Hospitality 50

Stella Connect

FEBRUARY 20, 2018

The continuous cycle of hiring and onboarding new agents and ramping them up to full productivity can cost a customer service organization roughly $10,000-$15,000 per employee. Then there’s the impact on service quality. But for fast-growing companies trying to scale their customer service teams, the costs are far too high.

Contact Center 43

Contact Center Effort Score Culture Feedback 43

Qualtrics

JANUARY 21, 2021

Remember the Ribbon in Office 2007? Of the intersection of tech products and customer service, Julie says: “That’s what the user interface for a computer is, actually. It's customer service for the computer.” Culture becomes experience. That was Julie. Ever played Xbox One, or used a Surface?

Culture 26

Culture Brands Customer Experience Course 26

Wired and Dangerous

MAY 5, 2021

Written requests should be sent to: Please call our Customer Service Department within 14 days of receipt of the copy of your executed agreement from Santander Consumer Finance on 0800 085 1759 to advise them you intend to withdraw from your agreement. Alternatively, you can request to voluntarily terminate your agreement in writing.

Government 91

Government Financial Sales System 91

Stella Connect

FEBRUARY 20, 2018

The continuous cycle of hiring and onboarding new agents and ramping them up to full productivity can cost a customer service organization roughly $10,000-$15,000 per employee. Then there’s the impact on service quality. But for fast-growing companies trying to scale their customer service teams, the costs are far too high.

Contact Center 20

Contact Center Effort Score Culture Feedback 20

Service Untitled

JUNE 8, 2010

Service Untitled The blog about customer service and the customer service experience. With a constant emphasis on customer service, Kazanjian reveals the simple philosophy of Taylor’s approach to customer service. The book emphasizes that satisfying customers is not complicated.

Customer Expectations 41

Customer Expectations Entertainment Exercises Customer Service Representative 41

Michel Falcon Experience

APRIL 11, 2019

Earlier this year, Jayson Gaignard, WeWork and I hosted a fireside chat where Jayson interviewed me about my People-First Culture book. Company culture, customer experience, and employee engagement, and how all those three work together to build an admired, profitable company. How was the culture at 1-800-GOT-JUNK?

Culture 60

Culture Leadership Hospitality Meeting 60

Up Your Service

APRIL 9, 2018

When the Bainimarama Government was appointed in 2007, Fiji Airways was in dire straits. Your Service culture-building programme designed by world renowned service expert Ron Kaufman. The post Fiji Airways announces highest profit and highest customer satisfaction scores appeared first on UP Your Service.

Customer Satisfaction 40

Customer Satisfaction Tourism Airlines Net Promoter Score 40

Up Your Service

APRIL 9, 2018

When the Bainimarama Government was appointed in 2007, Fiji Airways was in dire straits. Your Service culture-building programme designed by world renowned service expert Ron Kaufman. The post Fiji Airways announces highest profit…and highest customer satisfaction scores appeared first on UP Your Service.

Customer Satisfaction 40

Customer Satisfaction Tourism Airlines Net Promoter Score 40

Service Untitled

MARCH 15, 2010

Service Untitled The blog about customer service and the customer service experience. On Valentine’s Day, 2007 an ice storm in the northeast set the venue for a customer service disaster when hundreds of passengers were held captive on the tarmac and thousands of travelers were stranded in airports.

Airlines 41

Airlines Travel Customer Satisfaction Transportation 41

Kustomer

SEPTEMBER 9, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by CX expert, Justin Robbins. Justin’s the Chief Evangelist at CX Effect and has many years of experience working with customers, starting at an early age. TRANSCRIPT. Intro Voice: (00:04). Gabe Larsen: (00:11).

Effort Score 98

Effort Score Contact Center Self Service Metrics 98

SurveySensum

JULY 14, 2020

Meet the Top 150 Global Customer Experience Thought Leaders and Influencers of 2020. Adam Toporek – Customer Service Expert, Keynote Speaker, Trainer, Strategic Advisor . Annette Franz – Customer Experience Consultant, Keynote Speaker, Author . LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Service Untitled

FEBRUARY 26, 2009

Service Untitled The blog about customer service and the customer service experience. I write about working with angry customers fairly regularly and have a category devoted to it , but it is still a challenge to work with angry customers. How do you work with that customer?

Exercises 41

Exercises Tips Customers Customer Service 41

CloudCherry

MARCH 14, 2019

Director of Customer Experience at UL EHS Sustainability & Co-Founder of CX Accelerator. Nate started his career in the year 2007 and has worked tirelessly for years to give back to CX industry. VP, Customer Experience at ICW Group. Our top 3 winners are: Nate Brown.

Hospitality 236

Hospitality Insurance B2C Groups 236

CloudCherry

MARCH 14, 2019

Director of Customer Experience at UL EHS Sustainability & Co-Founder of CX Accelerator . Nate started his career in the year 2007 and has worked tirelessly for years to give back to CX industry. VP, Customer Experience at ICW Group . Our top 3 winners are: . Nate Brown .

Hospitality 210

Hospitality Insurance B2C Groups 210

SmartKarrot

AUGUST 29, 2022

Founded in 1997, Netflix has grown from a DVD rental company to an international streaming video service with 125 million members in more than 190 countries. The company is also known for its unique culture and management style. It also invested heavily in customer service and support, even when doing so meant sacrificing profits.

Company 10

Company Video Social Media Customer Success 10

InteractionMetrics

JUNE 6, 2023

Qualtrics XM Institute [i] has declared 2023 the Year of Empathy, and Forbes Magazine calls empathy the “most important leadership skill” [ii] Because of this, customer service staff are receiving customer empathy training in droves. To be good at their jobs, doctors mute their empathy.

Training 52

Training Customers Customer Service Groups 52

ijgolding

JUNE 25, 2018

One company in particular has maintained my custom for far longer than any other. In 2007 (11 years ago by my calculations), Kirk Kazanjian famously wrote a book about Enterprise Rent a Car. Winning customer loyalty is like running a marathon?, However, said company has finally pushed me that one step too far. Sounds amazing.

Customer Centricity 192

Customer Centricity Industry Customers Loyalty 192

Russel Lolacher

OCTOBER 24, 2022

In this episode of Relationships at Work, Russel chats with 4x author, keynote speaker and consultant on service culture Jeff Toister on connecting the dots to create tangible employee engagement at work. Author of FOUR books on getting customer experience right. Service Culture Book. He’s got some knowledge.

Employee Engagement 52

Employee Engagement Engagement How To Survey 52

ShepHyken

JANUARY 17, 2020

Do you think the taxi industry sees the emergence of Uber and similar services as a trigger event? Technically starting in December of 2007, the housing market collapsed, sending many homes into foreclosure, and many real estate agents and mortgage originators looking for new employment. You betcha. Toto… We’re not in Kansas anymore.”.

Industry 109

Industry Customer Experience Resources Retail 109

Customer Guru

JANUARY 3, 2018

He has also been listed amongst the top 100 customer service professionals through PaulWriter Cx100. In this candid interview with Customer Guru, Mr. Rohit talks about the entire journey of the hospital, from a single unit to a multicity-chain across India. Back then, there were about 400 deliveries a day in Bangalore.

Customer Centricity 95

Customer Centricity Healthcare Hospitality Management 95

Retently

SEPTEMBER 17, 2018

In 2007, its NPS was a respectable 58. Apple neutralizes this anxiety through its customer service, letting clients know that for any product they buy, they’ll receive the support they need to its fullest. For some people, reading an article is a much easier task than connecting with customer service reps.

NPS 113

NPS Net Promoter Score Loyalty Omni-Channel 113

Beyond Philosophy

JUNE 4, 2015

To make the brand or company more attractive, and have more impact on customer decision-making, there must be an emphasis on creating more perceived value and more personalization. Much of this is, culturally, operationally, and from a communications perspective, is what we have been describing as “inside-out advocacy” for years.

Financial 60

Financial Omni-Channel Airlines Multi-Channel 60

Service Untitled

JULY 17, 2013

For the luxury brands, buyers insist on the quality of merchandise accompanied by exceptional customer experiences. Within minutes of entering a boutique, can a prospective buyer be confident of a friendly atmosphere, of comfortable surroundings, and that of a customer service consultant capable of expertly assisting without being annoying?

Fashion 51

Fashion Apparel Social Media Retail 51

Qualtrics

JANUARY 22, 2019

I got a taste of CX with the compliance monitoring where we’re on a team, listening to phone calls, but I really wanted to get closer to the customer. On CX at the center of American Express’ culture: We have a long history of service. Service has been a constant throughout. The company is 168 years old.

Voice of Customer 33

Voice of Customer Hotels Survey Call Center 33

LiveChat

AUGUST 3, 2018

They know me right when I call – they already have my phone number to identify me with, the customer service representatives greet me with my name right away and the problem gets tackled in a jiff, all thanks to the magic of information. Invest in building a culture of customer first at every level of your organization.

Customer Focused 28

Customer Focused Company Multi-Channel Airlines 28

Kustomer

NOVEMBER 12, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Derek Hixon to talk about his lessons learned after providing over 15 years of exceptional customer support. Derek believes that the best customer service experiences start with a happy team of CX agents.

Data 52

Data Tools Innovation Video 52

Amity

MAY 15, 2017

This subsequently led me down this path to becoming a Manager of Customer Success, it was a very natural progression. Outside of my work at Sysomos, I’ve had a lot of different jobs, and the ones I enjoyed the most were Customer Success or Customer Service-centric.

Customer Success 71

Customer Success Sales Software Customers 71

Service Untitled

APRIL 7, 2010

Service Untitled The blog about customer service and the customer service experience. Their low prices lead the industry, but their policies toward the public most likely defies any basic rules of customer service no less customer satisfaction. Do toll-free numbers help customer service?

Airlines 41

Airlines Travel Policies Customer Satisfaction 41

Grade.us

JUNE 2, 2020

GatherUp is an online review management and customer service platform that’s geared towards growing businesses regardless of their size. Outstanding customer service. Most customers, whether they are happy or disappointed with their platform, come away with the feeling that Yotpo cares about their business.

Software 47

Software Management Net Promoter Score Multi-Channel 47

Michel Falcon Experience

FEBRUARY 11, 2019

Hey Team, I’m excited to share my Customer Experience Keynote presentation that I shot in St. In addition to sharing company culture, employee engagement & customer experience strategies, I also explain the difference between customer service and customer experience. Pete’s Beach, Florida.

Customer Experience 60

Customer Experience Customer Service Customers Hospitality 60

Michel Falcon Experience

MARCH 12, 2019

I do not have enough confidence to stand on the stage and give you guys theory that I haven’t tried, I haven’t tested, and aren’t orange true, so I’m going to introduce you to something called the people first culture, the three piece strategy, some micro customer experiences. It’s customer service.

Culture 12

Culture Employee Engagement Company Engagement 12