Wired and Dangerous

Are Your Customers Free to Come and Go?

Wired and Dangerous

Growing up on a cattle farm is a chance to see both the promise and perils of freedom. For months cows leisurely graze, sleep in the shade, and drink water from a nearby pond. In the winter when there is no grass, bales of hay are delivered to their “doorstep.”

How can you retain an upset customer?

Wired and Dangerous

New Voice Media recently reported that poor customer service loses American companies over $62 billion annually. 33% of Americans say it only takes a single instance of poor customer service for them to consider switching companies reports American Express!

Who is in charge of your ATTITUDE?

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.

How can you put customers in position to guide your direction?

Wired and Dangerous

Have you noticed that your customers have changed? 79% of customers say they want brands to demonstrate that they care before they will consider a purchase. They have raised the bar on how they view customer experience.

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.

Does your service process require hoop jumping?

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.

Are You Up to Date on Customer 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.

What does your attitude convey to 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’s Your Plan in Case of a Service Breakdown?

Wired and Dangerous

Customers have changed! 79% of customers say they want brands to demonstrate that they care before they will consider a purchase! Made smarter by the internet, they are empowered and emboldened to accept nothing short of value. It has made them Fickle —quicker to leave if unhappy.

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Wired and Dangerous - Untitled Article

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.”

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4 Steps to Developing Your Customer Care Strategy

The quality of a customer care strategy can make or break a company, but simply resolving a customer service issue or complaint is no longer enough. Learn the 4 steps that address the major points you need to consider when building a customer care roadmap.

What Would Happen If You Offered a Service Guarantee?

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.”

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Can Your Customers Sense Trust in Their Journey with You?

Wired and Dangerous

For today’s customer CONSISTENCY, RELIABILITY and MAKING A STRONG EMOTIONAL CONNECTION brings value and are the keys to building LOYALTY which drives ADVOCACY and GROWTH!

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Is Your Customer Intelligence Keeping Pace with Customer Expectations?

Wired and Dangerous

Customers are different today! Their ever changing expectations continue to increase! 70% of American consumers say they have spent more money to shop with a business that delivers great service! American Express). They have raised the bar on how they view customer experience.

Do Your Employees Add “Spice” to Make Special Experiences?

Wired and Dangerous

Customers today have higher expectations than ever. They expect speedy, frictionless treatment that telegraphs they are valued, special and unique, not just one of the masses.

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Humans and Bots: How to blend human skills and AI to build customer intimacy and drive growth

Speaker: Claire Beatty, Editorial Director - Asia, MIT Technology Review Insights

Join Genesys for this webinar to learn how leading companies are using blended AI to drive customer intimacy and revenue growth.

Does Your Team Have a Back-Up Process for Service?

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.

Have You Created 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.

Great Teams = 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.

Good bye to a wonderful 2018! Hello to a fabulous 2019!

Wired and Dangerous

As 2018 draws to a close, it is time to reflect on all of the good that came from the past year and to express our sincere gratitude to all of those who helped make the year the very best it could be. Thank you!”. These are arguably the two most powerful words in the English language.

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.

It is Valentine’s! Are You “Loving Up” Your Customers?

Wired and Dangerous

Valentine’s Day is this Thursday as we all (hopefully) know. While you may be busy acquiring something for that very special person in your life, it is always a good time to think about how you can show your customers how much they are valued as well as appreciated.

If Customers Characterized Your Service as a Mode of Transportation, What Would They Choose?

Wired and Dangerous

It all started with a party game… Those funny “what if” social games that get sillier with late night exuberance and adult beverages. What fruit would they be if all pharmacists were a fruit?” asked one guest, a deeply serious pharmacist. “If

Is Your Organization Prepared for a Major Service Hiccup?

Wired and Dangerous

On January 28, 1986, the world watched in horror as the Space Shuttle Challenger broke apart 73 seconds into its flight, leading to the deaths of all of its seven crew members. Part of the massive media coverage was the fact that Christa McAuliffe was one of the seven.

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What are you doing to thank your employees and customers?

Wired and Dangerous

The Thanksgiving holiday is a great time to stop and reflect on your efforts to ensure your customers feel appreciated for no other reason than they are your customers! We know that today’s wired and dangerous customers are picky, fickle, vocal and vain*!

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.

Innovative Service: Emotional Connections for Great Experience

Wired and Dangerous

76% of wired and dangerous customers today say they view customer service as the true test of how much a company values them. 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.

Can Your Employees See the Details Critical for Delivering Innovative Service?

Wired and Dangerous

Next week we celebrate Veteran’s Day and we deeply thank all those who have served for their service! We both had the distinct honor and privilege to serve our country. Chip is a highly decorated Vietnam War veteran. .

Are Your Departments Partnering to Deliver Great Service?

Wired and Dangerous

Copyright: floralset / 123RF Stock Photo. Customers are different today! Their expectations have increased dramatically in the last 12 months! They have raised the bar on how they view customer experience.

Grooming Customers for Advocacy

Wired and Dangerous

For today’s customer CONSISTENCY, RELIABILITY and MAKING A STRONG EMOTIONAL CONNECTION brings value and is the key to building LOYALTY which drives ADVOCACY and GROWTH!

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To Text or To Talk? Understanding Customer Care Preferences for Voice and Digital Channels

As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Based on a recent Harris Poll, learn why consumers choose one channel over another, and how common frustrations with specific channels drive consumers to pick alternatives.

All Touchpoints in the Customer Journey Are Not Created Equal!

Wired and Dangerous

There is a great deal of conversation currently on the customer journey. We read and hear a great deal about friction-less, fast and easy journeys for the customer.

What Makes Great Customer Service Great?

Wired and Dangerous

Today’s wired and dangerous customers crave organizations that consistently deliver great service and create emotional connections with customers. Do you have people in your organization who consistently deliver great customer service?

Planning for the Dark Side of Service

Wired and Dangerous

A fun activity for Chip’s grandchildren when they visit his North Georgia weekend home is panning for gold. The sand comes from a sandy river bank near a sight that was a part of the gold rush in the early 1800’s. Panning for gold is not easy; it works like this.

Gratitude – Important for Independence Day and A True Measure of your Service Warmth

Wired and Dangerous

“Thank you” are the two most important words in the English language. Yet, how often are you served and end up the only one in the equation doing the thanking? As we approach the celebration of Independence Day we are reminded to take a moment and thank the brave founders of our great country.

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. and U.K. about their digital customer communication strategies. Read the report to find out what was uncovered.

National Customer Service Week Blog: Twenty Five Ways to Show Your Loyalty to Your Customers

Wired and Dangerous

Greetings, Welcome to this special blog marking National Customer Service Week – October 3 – 7. We hope you are delivering special care and appreciation to your customers this week but also every other week. Most customer relationships don’t end in conflict. Most vanilla to death.