Who's Your Gladys?

Raising Customer Service to an Art Form at the Townsend Hotel

Who's Your Gladys?

We love tapping into the experience of successful customer-focused business leaders. That’s why we sat down with Steven Kalczynski, Managing Director of The Townsend Hotel, a luxury hotel nestled in the upscale shopping district of Birmingham, Michigan.

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Celebrate Customer Service Week 2017 with This Easy Plan

Who's Your Gladys?

We've created a Customer Service Week celebration to make it easy-peasy for you to celebrate your team's service excellence and inspire them to amp up their skills. The post Celebrate Customer Service Week 2017 with This Easy Plan appeared first on Who's Your Gladys?

4 Ways to Hardwire Customer Service Success

Who's Your Gladys?

If you want to deliver strong customer service, it’s important to keep learning and improving. I’m personally committed to it so when my friend Lisa Mininni (President of Excellerate Associates) announced her two-day training about how individuals are naturally wired, I cleared my calendar.

Time for a Customer Service Makeover?

Who's Your Gladys?

Does your customer service need a makeover? Even in high-end service environments, a seemingly tiny disconnect between a customer and a service provider can cause a customer to walk away from your business. Here are a few ways to minimize these types of service disruptions. It was a.

Why Conversational AI Is Key to Customer Service in the Customer Experience Era

In today’s hyper-competitive market, every business must become a customer experience-first business. Customer satisfaction has become more important than price or any individual feature. Read the new Tractica whitepaper to learn how important conversational AI is to your CX strategy.

7 Ways to Become a Tour Guide to Service Excellence

Who's Your Gladys?

After ten amazing days in Italy my passion for customer service is stronger than ever. During the trip, my husband had one request, “No work on vacation!” I tried… really …but I kept finding myself taking notes.

Customer Service Composure Tips: 5 Ways to Stay Calm Under Pressure

Who's Your Gladys?

Can you make yourself appear calm and composed, when you’re not? When you’re nervous, do your hands get sweaty or clammy? Does that muscle in your cheek twitch when you’re feeling defensive? When you try to conceal distress, your body has a way of expressing.

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How is the Internet of Things Affecting Customer Service?

Who's Your Gladys?

You’ve undoubtedly heard of the Internet of Things (IoT). So what is it? According to Forbes, IoT is described as everyday objects that can be connected to the Internet and be recognized by other devices and contribute info to a database. The Internet of Things.

The dPop Culture: How a Facilities Design Company Impacts Client Relationships

Who's Your Gladys?

Is your workplace designed to make employees feel like they’re part of something extraordinary? When customers walk through your doors can they tell exactly what your company culture is all about? If not, pay close attention to the methods used by design and facilities management.

Giving Customers an Online Gratitude Platform

Who's Your Gladys?

Customer service can feel like a thankless job. That’s why it feels so good to be appreciated – especially when you go above and beyond to be helpful. The problem is, it’s not always possible for customers to thank you at the time of service.

The Changing Role of CX Testing in Digital Transformation

Speaker: Diego Lo Giudice and Chad Hendren

With new competition emerging every day, businesses are transforming themselves, and using software as a means to drive differentiation. Digital transformation has become a key initiative for businesses across the globe, and CX is ground zero. Register now for this webinar and hear from Cyara and their guest speaker, Diego Lo Giudice of Forrester, how testing and QA practices are changing to enable and accelerate digital transformation.

3 Customer Service Tips from a Health Care Pro

Who's Your Gladys?

If wanting happy customers and an engaged staff was enough – everyone would have them. Instead, customer complaints are common and nearly 75% of employees are reportedly disengaged. What can you do to get customer service right?

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Handling Challenging Conversations with a Customer Service Focus

Who's Your Gladys?

It isn’t always easy to keep customers happy. Your ability to handle challenging conversations can make the difference between forming a stronger customer relationship and sending them to your competition. These six communication skills can help you create connection when conversations get heated.

As a Business Owner, You May Unwittingly Ruin Great Customer Service

Who's Your Gladys?

In my line of work, I have a lot of morning breakfast meetings. This week, I tried someplace new. Our waitress hit just the right chord with us. She was really funny, without being corny. She was attentive without being intrusive.

SafeLite Gets It Right with Customized Customer Service

Who's Your Gladys?

I saw a television commercial last week that shares an excellent example of exceptional, customized customer service. The spot promoted SafeLite Auto Glass, a company that repairs car windows, including front and back windshields.

Optimizing Customer Experience Data to Drive Business Success

Digital CX is an established practice. It’s time to focus on brick-and-mortar! This eBook covers the impact of CX on location-based businesses and best practices on how feedback is collected and data analytics are turned into insights that drive actionable improvements. Discover new ideas to fuel your business’s top and bottom line!

Giving a Consistent High-Quality Performance Takes Practice

Who's Your Gladys?

Walking through the doors of Preston Wynne Spa, customers feel an instant sense of tranquility. The soothing earthy decor, with soft ambient lighting, sets the mood for the warm greeting each guest receives within five seconds. Since opening the spa in 1984, owner and CEO Peggy.

Mini USA Takes the Customer Experience

Who's Your Gladys?

My son is a huge MINI Cooper fan and it’s not hard to figure out why. It’s all about the customer experience. Kyle’s first car, purchased just a few short years ago, is a 2004 MINI Cooper S. Little did I know, when he made that.

Tactics that Kill Customer Relationships

Who's Your Gladys?

While many companies like to combine stellar customer service with a subtle up-sell to grow their sales, there’s a fine line between an up-sell and a turn-off. Here’s a great example of what not to do. I had 10 minutes to squeeze in a quick call.

Handling a Social Media Customer Service Crisis

Who's Your Gladys?

Could a social media customer service crisis happen to your company? Here are some tips for managing one. The post Handling a Social Media Customer Service Crisis appeared first on Who's Your Gladys?

The Path to Journey Management

Speaker: Kerry Bodine and Lindsay Sykes

The practice of journey mapping has reached fever pitch. But your mapping efforts are only effective if the resulting maps help you drive organization change — and then measure the results of your efforts. Join Intouch Insight and Kerry Bodine, CX expert and co-author of Outside In: The Power of Putting Customers at the Center of Your Business, as she shares Bodine & Co.’s latest research on this topic.

What You Choose to Say Matters in Customer Service

Who's Your Gladys?

I watched a very interesting conversation a few weeks ago, at a trade association breakfast. The event, a breakfast roundtable, had drawn a sophisticated business audience, ready to network and make connections. As the women at our table began talking, we somehow ended up on the.

Create Strong Customer Loyalty with “Color Their World”

Who's Your Gladys?

Imagine this. It’s 3am. You’re sound asleep. Then, BING – your eyes pop open as your mind replays a stressful service scenario from the day before. You failed with a customer. Or at least that’s how it feels.

When Customer Expectations Are Unreasonable, Meet Them Anyway

Who's Your Gladys?

It takes self-control to handle a customer with over-the-top expectations. Regardless of the type of business you’re in, there’s much to learn from Edie, the group event coordinator at Bahama Breeze Island Grille Restaurant.

The Simple Truth Behind Customer Service Excellence

Who's Your Gladys?

National news, Twitter and YouTube are loaded with examples of customer service gone wrong. While there are lessons to learn from service breakdowns, there’s even more value in following leaders who share a consistent set of guiding principles for “getting service right.” ” Harry D.

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

When Customer Service Gets Lost in Translation

Who's Your Gladys?

My sixteen year old son drives a unique little car, his first, and he’s become a brand fanatic in the year he’s been driving. He even went to an event where 1,400 other “Mini-acs” tried to break a world record driving across the Mackinaw Bridge.

Honoring Labor on Labor Day

Who's Your Gladys?

It’s the national Labor Day holiday 3-day weekend in the United States, with many working people taking Monday off. Statistics say that 10% of customer service folks will be working, so to them, we say “THANK YOU” for keeping the wheels of retail moving. Happy Labor.

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Mini Things Bring Customer Happiness

Who's Your Gladys?

My son bought his first car last fall. For a 16 year old, a MINI Cooper S is amazing first ride, even if it's ten years old and has 90,000 miles on it.

Knowing When to Break the Rules is Critical in Customer Service

Who's Your Gladys?

if your staff doesn't know when to break a rule or deviate from a standard process, you could be losing your most profitable customers to a savvy rule-breaking competitor. The post Knowing When to Break the Rules is Critical in Customer Service appeared first on Who's Your Gladys?

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

The ipsy Way: How an Online Beauty Business Keeps Customers Happy

Who's Your Gladys?

If you’re a woman who’s into trying new cosmetics and beauty products, you probably already know about ipsy. We came across this service-savvy company when their customer care manager Nykki Yeager volunteered her team of service reps to help evaluate our upcoming “Taming Gladys!

Make a Quick Shift for Inspired Service

Who's Your Gladys?

Sometimes it’s easy to go the extra mile for a customer, and other times it can be a real strain – especially when you’re feeling unmotivated. How can you inspire yourself to excel at service when you’re simply not in the mood.

Gladys Is a Big Fan of Composure

Who's Your Gladys?

Have you ever seen a stressed manager act like a bully? Employees see it. Sometimes customers see it, but even when they don’t witness it directly, they pay the price. As does the company.

To Stay on Top, Take This Customer Service-Excellence Quiz

Who's Your Gladys?

Customer service issues can make or break an organization. That’s why we offer ways to help you deliver the best customer experiences possible. Take this powerful service-excellence quiz today to find areas where customer service in your organization is spot on, and areas that need.

The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

What If You Served Your Employees and Let Them Serve the Customer?

Who's Your Gladys?

I shared a Stephen Covey quote on LinkedIn earlier this week, which read “Always treat your employees exactly as you want them to treat your best customers.” ” It’s a statement that I believe in 100%.