Service Untitled

MARCH 15, 2010

In 2009, JD Power & Associates, a global marketing information service which measures customer satisfaction based on millions of consumers annually, rated Jet Blue &# Highest in Customer Satisfaction&# among low-cost carriers in North America.

Airlines 41

Airlines Travel Customer Satisfaction Transportation 41

Service Untitled

MARCH 31, 2010

Some hideous stories released told of a toll collector not wanting to make change for a $1.75 toll from a twenty-dollar bill and then throwing the change and telling the driver to get his change from the road and die, or another toll collector demanding a driver to submit to a strip search because she entered the wrong toll lane.

Transportation 41

Transportation Travel Customer Service Training Exercises 41

Service Untitled

APRIL 2, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives Track Contact Volume Douglas April 02, 2009 Behind the Scenes , Customer Service No Comments How carefully do you track contact volume? Service Untitled The blog about customer service and the customer service experience.

Metrics 40

Metrics Exercises CRM Resources 40

Service Untitled

FEBRUARY 17, 2009

Douglas February 18, 2009 Behind the Scenes , Customer Service Experience 1 Comment I am a big advocate of making things simple and I’m a strong believer in the idea that simplicity leads to consistency. Home About Service Untitled Subscribe for Free Consulting Contact Archives Make it easy for everyone.

Customer Satisfaction 40

Customer Satisfaction Exercises Software Survey 40

Service Untitled

SEPTEMBER 15, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives Customer Service Pet Peeves Douglas September 15, 2009 Angry Customers , Customer Service Experience 2 Comments I came across this post recently, which lists some of the more prominent customer service pet peeves submitted by the blog’s readers.

Customer Service 41

Customer Service Call Center Airlines Exercises 41

Service Untitled

AUGUST 6, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives Crazy Drive-through Experience Douglas August 07, 2009 Customer Service Experience , Specific Companies 1 Comment I went to the drive-through at McDonald’s not that long ago and had what had to be one of the most absurd customer service experiences I’ve ever had.

Exercises 40

Exercises CRM Customer Service Consulting 40

Service Untitled

JUNE 22, 2009

Douglas June 22, 2009 Customer Service , Little Things, Big Differences 1 Comment In light of my recent post about my interesting experience at Blockbuster , I started thinking about situations in which employees of various companies might have an opportunity to either up or downsell you based on their own opinions and tastes.

Exercises 40

Exercises CRM Consulting Feedback 40

Service Untitled

APRIL 30, 2009

Service Untitled The blog about customer service and the customer service experience.

Exercises 40

Exercises Customer Service Representative Culture CRM 40

Service Untitled

MARCH 4, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives Customer Service in Different Countries Douglas March 04, 2009 Customer Satisfaction , Customer Service 7 Comments The consulting company Accenture recently surveyed about 650 senior executives in different industries from 11 countries. In Europe it is not.

Customer Service 52

Customer Service Poor Customer Service Culture Survey 52

Service Untitled

JUNE 4, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives Call Your Competitors Douglas June 04, 2009 Behind the Scenes , Customer Service , Exercises/Resources 1 Comment Here is something you can do to make your company more competitive in about 10 minutes. Call your competitors and test their service.

Exercises 40

Exercises Resources Call Center CRM 40

Service Untitled

JULY 15, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives Improving a Department in 4 Steps Douglas July 15, 2009 Customer Service , Exercises/Resources 2 Comments Over the last week or so, I have been working with a company on improving the service experience within a small department of theirs.

Exercises 45

Exercises e-support Consulting Meeting 45

Service Untitled

APRIL 28, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives Rewarding Volunteers Douglas April 28, 2009 Customer Service , Little Things, Big Differences No Comments More and more companies are encouraging conversations in company forums, on blogs, through Twitter, and on similar sites. They might take you up on it.)

Hotels 40

Hotels Exercises CRM Company 40

Service Untitled

SEPTEMBER 10, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives Gratitude – A True Measure of Your Service Warmth Chip and John September 10, 2009 Customer Service Experience , Etiquette , Little Things, Big Differences , Specific Companies No Comments “Thank you” are the two most important words in the English language.

Measurement 41

Measurement Fashion Exercises Consulting 41

Service Untitled

NOVEMBER 6, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives Customer Escalations and You Douglas November 06, 2009 Behind the Scenes , Customer Service 1 Comment Many customer service managers (especially in small to mid-size businesses) spend quite a bit of time handling something I always refer to as “escalations&#.

Policies 40

Policies Exercises Travel Customer Service 40

SmartKarrot

FEBRUARY 15, 2022

His services include personnel training, customer feedback program implementation, and customer service culture development. She created the #customerserv chat in 2009 – a platform to discuss everything related to customer service. He is the senior director of digital communications strategy at New Relic, Inc.

Customer Service 10

Customer Service Social Media Customer Centricity Tips 10

Service Untitled

MARCH 20, 2009

Service Untitled The blog about customer service and the customer service experience.

Guest Experience 40

Guest Experience Exercises CRM Consulting 40

Service Untitled

AUGUST 31, 2009

Service Untitled The blog about customer service and the customer service experience.

Exercises 40

Exercises CRM Consulting Customer Satisfaction 40

Service Untitled

MARCH 16, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives First Contact Resolution Douglas March 16, 2009 Behind the Scenes , Customer Service Experience , Little Things, Big Differences 2 Comments First contact resolution is one of the most important things in customer service.

First Call Resolution 42

First Call Resolution Customer Satisfaction Course Exercises 42

Service Untitled

SEPTEMBER 25, 2009

Service Untitled The blog about customer service and the customer service experience.

Hotels 41

Hotels Exercises Policies CRM 41

Service Untitled

MARCH 24, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives The Disney Experience Douglas March 24, 2009 Customer Service , Little Things, Big Differences , Specific Companies 1 Comment Last week I blogged about how I would be going to Disney for a day.

Exercises 40

Exercises Travel CRM Customer Service 40

BirdEye

OCTOBER 6, 2023

Poor communication Things can fall apart if you don’t communicate clearly. You’ll earn a bad reputation if you alienate your customers with poor communication. Online reputation management software monitors customer feedback across numerous online channels to spot complaints early. Your reputation is your lifeline.

Strategy 58

Strategy Social Media Airlines Software 58

Service Untitled

FEBRUARY 26, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives The Angriest Customers Douglas February 27, 2009 Angry Customers , Etiquette 4 Comments Working with angry customers is a part of customer service that can’t be avoided. Service Untitled The blog about customer service and the customer service experience.

Exercises 41

Exercises Tips Customers Customer Service 41

Service Untitled

OCTOBER 21, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives Call Abandonment Basics Douglas October 21, 2009 Behind the Scenes , Customer Service Experience 4 Comments Phone systems (also called IVRs or PBXes) usually measure something referred to as a call abandonment rate.

Abandon Rate 40

Abandon Rate Self Service e-support System 40

SurveySensum

JULY 14, 2020

Adam Toporek is an internationally-recognized Customer Experience Expert, Keynote Speaker, and Customer Service Trainer who helps organizations transform their relationships with their customers through better strategy, training, and communication. She is also the 2020 CXPA Board Chair and an Advisory Board Member for CX@UCI.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

NobelBiz

APRIL 9, 2024

The Telephone Consumer Protection Act (TCPA) of 1991 addresses consumer concerns over unsolicited telemarketing communications by setting strict guidelines on the use of automated dialing systems, prerecorded messages, SMS texts, and faxes. Additionally, the Security Rule addresses the protection of electronic health data.

Call Center 104

Call Center Healthcare Contact Center Financial 104

Service Untitled

APRIL 16, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives Minimum Service Charges Douglas April 16, 2009 Customer Satisfaction 6 Comments I was going to hire a company today to do something fairly simple that would have cost about $45 (that was the advertised price).

Advertising 40

Advertising Policies Case Study Company 40

Amity

FEBRUARY 8, 2018

Co-founded by Canadian entrepreneur Garrett Camp in 2009, Uber is evolving the way the world moves. Along with being responsible for the relationships they build with restaurant partners, my team have high input into feedback to product and engineering teams, and are often the first to catch issues and escalate them.

Customer Success 71

Customer Success Metrics Customers Feedback 71

CX University

OCTOBER 19, 2017

When we talk about improving Customer Experience, we focus on strategy, culture, and nit-pick the journey, but we need to shift our thinking and begin from a different place. Culture refers to the basics of how people work together to make decisions and how quality is maintained. More on that later in the article.).

Customer Experience 66

Customer Experience Culture Metrics Airlines 66

ClearAction

OCTOBER 1, 2018

This is after 10 years — since the 2009 economic downturn — when companies began investing heavily in CXM technologies and teams. The status quo manages CX programs and competencies as pillars or silos, with little or no connectivity, communication or synergies across the various CXM programs and departments.

Customer Experience 63

Customer Experience Effort Score ROI Study 63

West Monroe

NOVEMBER 29, 2021

American workers’ rates of daily stress, worry, sadness, and anger have been trending upward since 2009, according to Gallup. Data also helps leaders communicate changes by showing how a decision was reached. Asynchronous communication platforms to improve focus and work-life balance.

Net Promoter Score 52

Net Promoter Score Healthcare First Call Resolution Survey 52

Stella Connect

JANUARY 25, 2018

You must continuously gauge customer sentiment to ensure you’re delivering exactly what customers expect, and you must actively manage front-line performance using that same feedback. This ensures optimal buy-in and reduces the likelihood that a specific communication. What is your brand’s customer service ideal?

Self Service 40

Self Service Trends Customer Service Contact Center 40

PeopleMetrics

MAY 22, 2015

It turned out the lack of communication was due to safety concerns. The client didn’t want to send too much communication to the Line Crew, to avoid potential accidents while team members worked on the tarmac. We recommended our client focus on a safe, formal process for communication between the two teams. And it worked.

Strategy 48

Strategy Customer Experience Case Study Employee Engagement 48

Grade.us

JUNE 2, 2020

Alternatively, you’re actively listening to unhappy customers so you can solve their problems, improve your own business, and illuminate a channel of open communicate. GatherUp has the standard ORM and CX features — request and respond to reviews, monitor listings, send and receive surveys, manage customer feedback and support, etc.

Software 47

Software Management Net Promoter Score Multi-Channel 47

Qualtrics

NOVEMBER 11, 2019

I retired in 2009 and was an entrepreneur and author before coming to the mighty Qualtrics. Do practice interviews and ask for honest feedback. The main thing I would love every veteran to learn is that you will need to learn a new language because civilians have a peculiar way of communicating with each other.

Tips 30

Tips Leadership Consulting Connections 30

TechSee

DECEMBER 5, 2017

Using both conventional and emerging communication channels, Casengo integrates Facebook Messenger and WhatsApp into the customer service platform. Customers appreciate: The feeling that their feedback is important and acted upon. Customers appreciate: The feeling that their feedback is important and acted upon.

Contact Center 116

Contact Center Customer Satisfaction Technology Self Service 116