Mon.Apr 25, 2016

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Three Ideas to Re-Humanize Patient Experience

Experience Matters

I was recently interviewed for an article that discusses a post where Fox News journalist John Stossel describes his experience as a lung cancer patient at the New York-Presbyterian Hospital. First of all, I hope that Stossel’s treatment is successful. And although I don’t fully agree with his analysis of the industry, I do agree with his observation […].

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What can the world of business learn from Leicester City? Why teamwork and togetherness breeds success

ijgolding

I must start this new post by apologising to all Leicester City fans! I really hope that writing about the undeniable success of your club this year will not jinx perhaps the greatest achievement of any sports team EVER… anywhere in the world. However, I do not apologise for taking advantage of an achievement that is so remarkable – and so deserving – that it should become one of the prominent examples to any organisation, in any industry, as to what can be achieved with a lot

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Enhance customer service experience using self-service

Vonage

When I was in college, I worked at a gas station. This was at the time when gas stations were converting from full-service to self-service. Where we previously would pump the gas for the customer as well as wash their windows and check their oil, the new procedure was that they would pump their own gas and we, the employees, would simply collect their money and say “Thank you.”.

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The Secret Customer Service Trick One Landscaper Used To Get My Business

Steve DiGioia

find a way for your customers to make an easy decision to purchase This original article was written by Steve DiGioia. Finding a landscaper to plant some shrubs and flowers in front of your home should be an easy task. One landscaper is pretty much the same as another? Or are they? What makes one landscaper better than another? What’s the secret customer service trick?

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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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It Takes a Country to Deliver Great Service!

Wired and Dangerous

Customers are different today! Their expectations have increased over 33% in the last 12 months! They have raised the bar on how they view customer experience. They are looking for service providers who consistently deliver service experiences that drive loyalty! Service providers focused on delivering GREAT service! The kind of service that takes the customers’ breath away!

More Trending

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9 ways that the high street and small biz are being killed

Helen Dewdney

Supermarkets often get the blame for killing our high streets. But are they really to blame and if so are they the only reason? When I asked consumers what they thought was killing the high street and independent businesses, supermarkets weren’t top of the list. 1) People recognised high rents and rates as significant factors. Council rates can be so high that independent shops can’t afford to pay so independent businesses have to rely on Internet sales when they might well benefit f

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How To Transform Your Organization Into A Customer Experience Powerhouse

Forrester

In my previous blog , I discussed why customer experience is important and what are the indicators that your organization needs to transform itself and its customer experience. In this follow up blog, I cover how an organization transforms to provide a better customer experience, as well as lessons learned from our consulting work: How does an organization begin to transform to provide a better customer experience?

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Two Out of Three Sucks

Middlesex Consulting

When I first became a Vice President of Manufacturing for a start up in the 1970’s, I faced many challenges getting electronic parts and components. Those were the days of a rapid explosion of electronics manufacturing and a relatively immature supply chain. As I thought about the situation, the light bulb turned on over my head and I had an epiphany; I was playing with three variables – low price, reliable delivery, and high quality.

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A Common Sense Approach to Proactive Customer Service

Think Customers

Doing what's right for customers is an easy concept to understand but fairly difficult to implement. Listening to them, anticipating their needs, and providing tailored service where and when they need it can be challenging to put into practice. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

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Navigating the Future: Unveiling Trends and Bold Predictions in Customer Experience

Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?

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Two Out of Three Sucks

Middlesex Consulting

I faced many challenges getting electronic parts and components when I first became a Vice President of Manufacturing for a start up in the 1970’s. Those were the days of a rapid explosion of electronics manufacturing and a relatively immature supply chain. As I thought about the situation, the light bulb turned on over my head and I had an epiphany; I was playing with three variables – low price, reliable delivery, and high quality.

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5 Things Federal Websites Should be Measuring in Mobile

ForeSee

Mobile usage has exploded over the last decade, with 1 in 3 visits to federal websites now coming from mobile devices, according to the federal Digital Analytics Program. Additionally, mobile. The post 5 Things Federal Websites Should be Measuring in Mobile appeared first on ForeSee.

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7 Ways to Reduce Average Handling Time in your Call Center

LiveChat

“But I didn’t get the answer to my query. This is the second time I am calling you people for the same problem. Why don’t you just put me through somebody helpful?” – John shouted at the agent. “We appreciate your endurance and feel sorry for the inconvenience Sir. But this is the best we can do right now regarding your problem.” – Agent tried to convince John.

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MARKETING 2016 Guest Q&A with Antonio Sciuto, Nestlé Waters

Forrester's Customer Insights

The customer journey is vital to success in the age of the customer, and as technology advances, collecting data can help personalize the experience from start to finish. At MARKETING this week, Antonio Scituio, CMO of Nestlé Waters, will share insight into the company's brand new 'war room' that displays real-time data showing customer journeys and tracking customer touchpoints.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

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Talkdesk Named a Call Center Category Leader by GetApp for Q2 2016

Talkdesk

Our cloud-based call center software has done it again! Talkdesk has been recognized as a Call Center Category Leader by GetApp’s quarterly ranking. We came in at second place, up one slot since last August. GetApp, a Gartner-owned business app discovery platform, releases regular rankings of applications, segmented by product category. Talkdesk can be found in the top 25 Call Center apps based in the cloud.