Wired and Dangerous

Do Your Customers Feel Special?

Wired and Dangerous

You take your car in for regular maintenance and your body in for a physical exam. Women get a mammogram; men get a PSA check. The optometrist checks your eyesight; the audiologist your hearing and your dentist checks for cavities. What about the service you provide to your customers?

What Is Your Formula for Delivering Powerful Customer Experiences?

Wired and Dangerous

Customers have changed! Research shows their expectations for customer service have increased significantly in the last 12 months. Forbes reports that 73% of companies with above-average customer experience perform better financially than their competitors.

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Are You Consistently Taking Your Customers Breath Away?

Wired and Dangerous

In today’s hyper-competitive market customers long for organizations, they can trust. They trust organizations who consistently deliver great experiences. The kind of experiences that take their breath away! We believe there are three ingredients that create this superb customer service experience greatness recipe. Those ingredients are: the dream, the drive, and the discipline. .

How Are You Receiving Early Warning of Customer Discontent?

Wired and Dangerous

Sitting by the window on the top floor of a high-rise Dallas hotel provides an amazing panoramic view. Weather becomes up close and personal. We watched a major rainstorm crawl across the distant plains and deliver a hard punch to downtown Dallas streets. It sent pedestrians scurrying for cover.

Why Is Patient Engagement Important? | Frontline Group

There are 5 critical opportunities to unlock the full power of patient engagement, which can improve your patient retention, as well as improving their health outcomes. In this eBook you will learn about: What Is Patient Engagement? How Does Patient Engagement Improve Outcomes? Why Is It Important to Include Patients in Their Care? What Are Patient Engagement Tools? What is Patient Engagement technology? Download Now this informational resource and start using a patient engagement platform to give yourself as a Provider higher satisfaction scores.

Goodbye To A Very Difficult 2020! Hello To A Fabulous 2021!

Wired and Dangerous

As 2020 draws to a close it is a time to reflect on all of the good that came from the past year along with the disastrous and far-reaching impact of the pandemic. We want to wish everyone a safe and happy holiday season as we send 2020 off into history and look hopefully toward a great 2021!

Are You Meeting or Exceeding Your Customers’ Thresholds for Service Delivery?

Wired and Dangerous

We are seeing a lot of threshold alarms these days. Highway freeways tell us “minimum speed 40 mph.” It is a way of keeping horse-drawn buggies off the road. Minimum orders signal that only volume purchases are allowed.

Can You Utilize Anthropology to Better Understand Customers?

Wired and Dangerous

What would he see or think if you brought in Dr. Indiana Jones to help you better understand your customers? Or, better still, if Margaret Mead or Ruth Benedict was your customer anthropology coach? At the core, anthropology is the study of humanity.

Are You Delivering Great Customer Experiences?

Wired and Dangerous

Amex reports that US consumers say they’re willing to spend 17 percent more to do business with companies that deliver excellent service. Connect with one of your favorite service providers and you immediately feel the difference in the experience that makes this establishment one of your chosen few.

Veteran’s Day – Innovative Service and the Rules of Combat

Wired and Dangerous

This week we celebrate Veterans Day. We deeply thank all those who have made the ultimate sacrifice for their country! We also thank those who served for their service. We both had the distinct honor and privilege to serve our country. Chip is a highly decorated Vietnam War veteran.

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

How Would a 100% Satisfied Customer Service Guarantee Change Your Business?

Wired and Dangerous

Lifetime warranties are a common feature of the product world. They essentially say “we guarantee that the object you bought will work as long as you own it. If the product ever fails, we promise to replace it or repair it to your satisfaction.”

How Can You Turn an Incensed Customer Into an Instructive Customer?

Wired and Dangerous

PwC reports 32% of all customers would stop doing business with a brand they loved after one bad experience. After experiencing value-enhancing customer service interactions, there is an 82% probability that the customer would stay even when presented an opportunity to switch.

Be Sure to Make it Right

Wired and Dangerous

John’s mother passed away several years ago. One thing he remembers vividly about his mom in her later years was how much she enjoyed receiving flowers on special occasions. When she was about to celebrate her 90 th birthday he sent her a special arrangement of flowers the week before her birthday!

Fostering Innovation Requires Character!

Wired and Dangerous

“Would your work practices change if your son or daughter was watching you in order to learn life lessons?” my business partner, John Patterson asked a group of senior leaders.

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

Is Your ATTITUDE Attracting Customers?

Wired and Dangerous

You are in complete control of your attitude. Victor Frankl in his classic book, Man’s Search For Meaning , described how prisoners at the Auschwitz concentration camp in World War II determined their longevity by the way they imagined their future. The book has sold over 10 million copies.

What Chair is Reserved for Your Customer?

Wired and Dangerous

This week we celebrate Veterans Day. We deeply thank all those who have made the ultimate sacrifice for their country! We also thank those who served for their service. We both had the distinct honor and privilege to serve our country. Chip is a highly decorated Vietnam War veteran.

What Chair is Reserved for Your Customer?

Wired and Dangerous

Have you noticed that your customers have changed? Customers say they are more likely to try additional services or products from brands that provide superior customer experience. They have raised the bar on how they view customer experience.

Do You Have a Strong Service Breakdown Plan?

Wired and Dangerous

Customers have changed! Nearly 80% of American consumers point to speed, convenience, knowledgeable help, and friendly service as the most important elements of a positive customer experience. Made smarter by the internet, they are empowered and emboldened to accept nothing short of value.

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

Does Your Customer Journey Have Too Many Hoops?

Wired and Dangerous

I once had a wonderful colleague whom I worked with as a co-facilitator of workshops with senior leaders. He was a very bright and confident presenter who could lead a spirited discussion with the most challenging participant. He also loved to tell stories. .

Beware of Assumptions About Your Customers

Wired and Dangerous

We were working in Philadelphia and stayed at a chain hotel that did not have the practice of sliding the receipt under your hotel room door the morning you checked out.

Be an Undercover Provider

Wired and Dangerous

We were working with a large quick-service restaurant company who was doubting the power and profitability of their offering a great customer experience. They were convinced that product, price, PR (as in advertising), and the proper restaurant location would always win the day. “As

How to Un-Timid Your Customers

Wired and Dangerous

The idea honestly came from renowned songwriter Diane Warren. She was the award-winning composer who wrote “Un-break My Heart” for singer Toni Braxton.

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

Are You Keeping Up with Customer Expectations?

Wired and Dangerous

Customers are different today! Their ever-changing expectations continue to increase! 54% of customers have higher expectations for customer service today compared to one year ago ! They have raised the bar on how they view customer experience.

What ATTITUDE are your Customers Experiencing?

Wired and Dangerous

You are in complete control of your attitude. Victor Frankl in his classic book, Man’s Search For Meaning , described how prisoners at the Auschwitz concentration camp in World War II determined their longevity by the way they imagined their future. The book has sold over 10 million copies.

Do Your Teams Deliver Great Customer Experiences?

Wired and Dangerous

Customers today are picky, fickle, vocal, and vain. They are Vain–expecting treatment that telegraphs they are special and unique, not just one of the masses.

Does Your Organization Partner Internally to Deliver Great Service?

Wired and Dangerous

Customers are so different today! Their expectations have increased exponentially in the last 12 months even without considering the impact of the pandemic! They have raised the bar to a very high level on how they view customer experience.

Considerations When Building Multilingual Communities

Speaker: Adrian Speyer, Head of Community for Vanilla

Communicating in your native language is very powerful and can make customers feel welcome and heard. However, creating multilingual communities online is not just important - it’s complicated. Successfully supporting customers in their own language goes much further than just translation; there are many things to consider. Join us on March 9th, 2021 at 12:00 PM ET, as Adrian Speyer, Head of Community for Vanilla, shares his years of experience in creating and working with companies looking to create global communities. He will unveil his secrets for your success and the things to watch out for when you decide to dip your toes into creating multilingual communities.

Can Your Front Line Team Provide a Great Service Exit?

Wired and Dangerous

The opening keynote was preceded by the safety briefing for the large banquet hall attendees. It was the usual “in case of fire” cautions and instructions.

When Do You Give Your Customer Service Experience a Thorough Exam?

Wired and Dangerous

You take your car in for regular maintenance and your body in for a physical exam. Women get a mammogram; men get a PSA check. The optometrist checks your eye sight; the audiologist your hearing and your dentist checks for cavities. What about the service experience you provide to your customers? Does it get a regularly scheduled check-up that touches the entire customer journey through your organization?

What is Required for Great Customer Experiences!

Wired and Dangerous

Walk into one of your favorite service providers and you immediately feel the difference in the experience that makes this establishment one of your chosen few. What is the difference? There is no doubt that the product or outcome they deliver is one you value and trust but most likely they make a strong emotional connection with you that you find meaningful. As Bruce Temkin states, “Hopefully you recognize that emotion is a critical component of customer experience.”.

Maintaining Customer Relationships During a Pandemic

Wired and Dangerous

CX (customer experience) has been hot for a few years. But, IT wizardry and the push to cut costs by un-humanizing the service experience has too often removed the “relationship” from “customer experience” The by-product was aptly characterized by a friend of ours describing her bank knowledge of her account status but corresponding lack of desire to know her personally.

Customer Engagement Is a Two-Way Street

Two-way engagement means creating opportunities for conversation. Go beyond the obvious step of responding to complaints and comments; your customers want and deserve more than that. Implement these four tips to boost your two-way engagement.

What are your Customers’ expectations of “Fast?”

Wired and Dangerous

The fact that time is a completely made-up component in nature was one of the hardest concepts to get your head around in high school physics class. All of nature knows night from day, but your dog is clueless about what 9:30 means. When we tell someone, “Why don’t we meet in an hour,” we are not only operating on a “made up” agreement regarding the precise moment of rendezvous, we are relying on a made up understanding of what “an hour” means.