ijgolding

AUGUST 12, 2014

I first met Martin at a customer service conference in 2009 – his knowledge, passion and expertise is infectious – his collaboration with Carolyn has produced a resource that is a ‘must-read’ in my opinion. You can buy the book online here.

Social Media 230

Social Media Customer Service Customer Experience Roadmap 230

Storyminers

JULY 6, 2020

His clients range from large, publicly traded companies to leading professional service firms and fast-growth and established small businesses including Apple, Diesel, Freshworks, KFC, Pearson, Shell etc… plus lots of smaller brands and SMEs. Colin has written seven bestselling books on Customer-driven growth. Aimee Lucas. Dan Gingiss.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Chattermill

JULY 15, 2018

The Best Customer Experience (CX) Events You Can Still Go To This Year. Customer Experience. Conferences. The best customer experience events you can still go to in 2018. Customer Spark and Executive Summit. Leave the conference better informed and up to date on the latest trends in CX. 24-25, Dallas, Texas.

Customer Experience 40

Customer Experience Conference B2B Innovation 40

ShepHyken

JUNE 15, 2022

At a recent conference, I enjoyed an interview with a business owner who shared some of his customer service philosophies. He taught several lessons that day, but the one that stood out was how he handles angry customers. His name is Jake, and he is a very smart guy.

How To 73

How To Conference Customer Service Training Customers 73

Storyminers

JULY 6, 2020

His clients range from large, publicly traded companies to leading professional service firms and fast-growth and established small businesses including Apple, Diesel, Freshworks, KFC, Pearson, Shell etc… plus lots of smaller brands and SMEs. Colin has written seven bestselling books on Customer-driven growth. Aimee Lucas. Dan Gingiss.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ShepHyken

JANUARY 24, 2018

If you’ve ever been to a hotel for a conference, they are the people who set up the audio/visual support, the staging, lighting, rigging, and more. Prior to the “departure meeting”, the director of event technologies is briefed on some of the highlights of the client’s conference, which are brought up during the discussion.

Hotels 98

Hotels Conference Meeting Fashion 98

ShepHyken

SEPTEMBER 11, 2019

I met Rodney at a conference where I was speaking about customer service. When I work with companies, I urge them to find what makes them unique and use it as a competitive advantage. It’s always a treat when I meet people who not only agree with my philosophies but take them a step further. That’s where Rodney Gaddis comes in.

Competitive Advantage 131

Competitive Advantage Conference Customer Service Training Course 131

ShepHyken

APRIL 27, 2022

Several conferences and bookings later, we laughed about how he almost canceled me before the first booking.? . “If my speaker is supposed to be a strong communicator but can’t send a letter without typos and grammatical errors, what am I supposed to do?” . I thanked him for bringing this to my attention.

Conference 67

Conference Customer Service Training Customer Focused Video 67

ShepHyken

MAY 16, 2022

If you want to fill a room at a conference, just put the word “metric” in your session title, and you’re good to go. Mention “Net Promoter Score” or “Customer Effort Score,” and you’ll need to order more chairs. Measuring behavior gives us real-time information. How to Measure CX Impact by Jim Tincher.

Customer Service 64

Customer Service Net Promoter Score Airlines Customer Journeys 64

Team Support

MARCH 27, 2020

Offer to provide real-time collaboration on projects – On-site customer meetings just aren’t as common in a remote work environment, but that doesn’t mean you should ignore the alternatives. When a customer has a big project they’re working on, offer to provide a remote working session with them to help.

Customer relationships 80

Customer relationships B2B Interaction Multi-Channel 80

CSM Magazine

NOVEMBER 12, 2015

At the beginning of my stint with this client, we held a “Pet Peeve Conference” to address the “pet peeves” of the owners, management, department heads and employees. This was an all day conference where solutions were developed to remove the need for internal personnel to be “peeved.

Leadership 40

Leadership Conference Customer Retention Insurance 40

ShepHyken

MARCH 18, 2019

My Comment: Consistent accolades about a company’s customer service and experience don’t happen by accident. When I speak at conferences in front of an organization’s leadership, I’m almost always asked about how to build the customer-foc used culture. It’s most likely a function of the company’s culture.

Net Promoter Score 86

Net Promoter Score Customer Service Omni-Channel Customer Centricity 86

Talkdesk

JANUARY 10, 2017

Microsoft declared “ bots are the new apps ” at the BUILD developers conference. Twitter unveiled new Welcome Messages and Quick Replies that can interact with customers automatically and direct their inquiries automatically. Computer programs are the new customer support agents, the news is everywhere. Maybe bots will help.

Chatbots 40

Chatbots Hotels Contact Center Conference 40

ShepHyken

MAY 3, 2017

I recently spoke at a conference. When was the last time you called your business? After the speech, the client gave me a gift: the list of everyone in the audience with their contact information. She suggested I pick up the phone and let everyone know they should hire me to speak at their next meeting. Now, that’s a nice gift!).

Interaction 92

Interaction Conference System Customer Service Training 92

ShepHyken

APRIL 23, 2018

My Comment: Bruce Temkin is a customer experience guru, so anything he writes, I like to read. Almost every conference I attend is talking about the balance between digital and human. With all of the talk about AI, this year’s theme in the CX community, according to Bruce, is the “Year of Humanity.”

Customer Service 79

Customer Service Employee Engagement Study Conference 79

Think Customers

JULY 2, 2019

Customer Contact Week—a conference focused on customer experience and customer care technology and trends—recently celebrated its 20th anniversary in Las Vegas. So, how has the customer experience evolved in the past two decades?

Contact Center 40

Contact Center Customer Journeys Net Promoter Score Conference 40

ClientSuccess

NOVEMBER 14, 2019

Many customer success conferences take place annually around the world. These conferences offer wonderful opportunities for connecting with individuals in the industry and deepening your professional connections. The hard part is deciding which conferences are actually worth attending. Smart Customer Service.

Conference 40

Conference Customer Success Hotels Innovation 40

ClientSuccess

NOVEMBER 14, 2019

Many customer success conferences take place annually around the world. These conferences offer wonderful opportunities for connecting with individuals in the industry and deepening your professional connections. The hard part is deciding which conferences are actually worth attending. Smart Customer Service.

Conference 40

Conference Customer Success Hotels Customer Centricity 40

Team HGS

AUGUST 22, 2017

Q2: What would you suggest as the first step in integrating bots into our customer service strategy? I was speaking at a conference, and I asked VPs of customer service or chief customer officers if any of them had deployed bot technology. They may then design the experience differently.

Customer Service 52

Customer Service Chief Customer Officer Average Handle Time Social Media 52

transcosmos Information Systems

OCTOBER 22, 2015

Salesforce blogs are mainly focused on small businesses, customer relations, IT, Marketing, and offering tips and tricks for almost all kinds of businesses. Ameyo’s topcs revolve around customer engagement, best practices for business processing outsourcing industries, and a lot more. People Metrics. Mike Wittensein.

Omni-Channel 48

Omni-Channel Customer Service Self Service Contact Center 48

transcosmos Information Systems

OCTOBER 22, 2015

Salesforce blogs are mainly focused on small businesses, customer relations, IT, Marketing, and offering tips and tricks for almost all kinds of businesses. Ameyo’s topcs revolve around customer engagement, best practices for business processing outsourcing industries, and a lot more. People Metrics. Mike Wittensein.

Omni-Channel 48

Omni-Channel Customer Service Self Service Contact Center 48

Martin Hill-Wilson

JANUARY 29, 2016

In April 2016, there is the first chance for UK service leaders to become fully immersed in the intelligent assistance opportunity. Dan Miller and his team from Opus Research are bringing over their hugely successful conference on the topic which is already in its third year stateside. It’s on the 26/27th.

Omni-Channel 40

Omni-Channel Roadmap Self Service Customer Journeys 40

ShepHyken

SEPTEMBER 19, 2018

We do an exercise in our customer service workshops. We ask the audience members to confer with their colleagues to answer the following question: “What are the most common complaints that you hear?”. I don’t know why it’s still on the menu.”. Well, I don’t know why it’s still on the menu either! Why are they common?

Hotels 23

Hotels Exercises Conference Customer Service Training 23

Martin Hill-Wilson

FEBRUARY 16, 2016

Importantly they are not the usual names seen at conferences or indeed within your contact centre(s). I for one have got myself involved in a London conference in April to ensure I’m 100% up to speed. And keep turning up. No doubt some will be acquired as the incumbents bid to remain front of mind and relevant.

Self Service 40

Self Service Omni-Channel Strategy Roadmap 40

Martin Hill-Wilson

JUNE 8, 2015

These stories counterbalance the highly leveraged rhetoric used to attract us in the form of latest business book best sellers and conference agendas that drip with zeitgeist topics. They provide me with access to the real work going on inside organisations. Even tougher when it’s a team.

Omni-Channel 40

Omni-Channel Multi-Channel Self Service Insurance 40

ShepHyken

MARCH 6, 2020

As the late great radio personality Paul Harvey said when we spoke at a convention in Las Vegas, “For a company’s advertising strategy to work, it has to be handled corporately and also individually.”. Recently I checked into a wonderful hotel in Southern California for a conference.

Customer Service 122

Customer Service Hotels Tips Conference 122

ShepHyken

MARCH 6, 2020

As the late great radio personality Paul Harvey said when we spoke at a convention in Las Vegas, “For a company’s advertising strategy to work, it has to be handled corporately and also individually.”. Recently I checked into a wonderful hotel in Southern California for a conference.

Customer Service 62

Customer Service Hotels Tips Conference 62

inmoment

MARCH 9, 2020

Leiter is chairman of Leiter & Company, a strategy consulting and investment firm, and a distinguished strategy fellow at The Conference Board. He is author of the book, Crafting Strategy in an Accelerating World. The future will demand even more customer self-sufficiency in an environment of greater complexity.

Customer Experience 52

Customer Experience Self Service Hotels Leadership 52