TechSee

APRIL 10, 2019

If a customer needs to be transitioned from one channel to another, the company strives to make that transition as painless as possible, ensuring that the new interaction does not require the customer to start from the beginning. BT – Customer-centric culture. million technical assistance calls per year.

Customer Experience 154

Customer Experience Strategy Customer Centricity Omni-Channel 154

Storyminers

JULY 6, 2020

His Customer Insight work is focused on developing innovative segmentation, targeting, analysis, and measurement solutions. Arie’s key consulting clients included: Prodigy, Safeway, FedEx, USAA, Capital One, BT Wireless (O2), Sumsung Card, LG Capital, and many more. Barry Dalton. Bob Thompson. Bruce Temkin.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

His Customer Insight work is focused on developing innovative segmentation, targeting, analysis, and measurement solutions. Arie’s key consulting clients included: Prodigy, Safeway, FedEx, USAA, Capital One, BT Wireless (O2), Sumsung Card, LG Capital, and many more. Barry Dalton. Bob Thompson. Bruce Temkin.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SuiteCX

JANUARY 19, 2015

Your investment in CX must link directly to key business results • Have a clear story line that arDculates the criDcal business results to how the new/improved processes, capabiliDes and customer centricity will deliver your business enhanced performance.

Customer Journeys 100

Customer Journeys CRM Leadership Customer Centricity 100

Doing CX Right

JULY 24, 2019

I left my customer experience job at Verizon Wireless to join Schindler in North America. One is acquiring customer feedback and measuring customer satisfaction along the customer journey, which we call key “moments of truth.” I had always been in sales and digital marketing roles. Serendipitous.

NPS 40

NPS Measurement Net Promoter Score Effort Score 40

Michel Falcon Experience

JANUARY 10, 2019

Eventually, I created something I now refer to as The 3 Common Customer Personality Types. I’ve trained hundreds of people on these customer personality types, such as customer service team members from Verizon Wireless and sales professionals from Lexus. Let’s pretend James Bond was your customer.

Training 151

Training Customer Service How To Employee Engagement 151

Beyond Philosophy

SEPTEMBER 13, 2016

Up until electronic interaction – the Internet and wireless devices for accessing the web on a mobile basis – changed the character of communication and engagement forever, companies frequently deluded themselves that they were in control of the awareness and influence processes. Seek to leverage and influence, not control.

Social Media 60

Social Media Multi-Channel B2C B2B 60

Michel Falcon Experience

FEBRUARY 19, 2016

”] I remember the day when I first recognized that customer experience management would be “my thing.” I recognized that my peers were focused on sales, marketing and PR – you know, the traditional things. I wanted to be different. Reach out to them, take notes and build conversations among your team.

Call Center 60

Call Center Consulting Customer Experience Net Promoter Score 60

Bold360

DECEMBER 1, 2016

Regpack’s technology is based on Asaf’s Ph.D. “The biggest mistake companies make evaluating and purchasing customer care software is…” Not utilizing the power of their CRM! CRMs are under-utilized for customer retention. Because there is a disconnect between sales and customer service.

Software 40

Software Customer Experience Company CRM 40

C Space

OCTOBER 1, 2018

For T-Mobile, that means injecting clarity into a wireless industry that has thrived on a degree of obscurity and ambiguity, particularly when it comes to the fine print of plans and pricing. Each customer contact point isn’t just transactional but an opportunity to actively relationship build. T-Mobile gives clarity.

Trends 40

Trends Brands Airlines Wireless 40

Michel Falcon Experience

FEBRUARY 11, 2019

A quarter billion dollars a year in sales. I hadn’t coined the phrase just yet, but anything customer, employee related, uh, I would want to build strategies for them. But then Verizon wireless called and said, will you help us build training materials for western western region for a retail, uh, stores? More profit.

Customer Experience 60

Customer Experience Customer Service Customers Hospitality 60