Beyond Philosophy

MAY 29, 2017

The latest news – Graco is recalling more than 25,000 car seats that might not adequately restrain children during a crash! The National Highway Traffic Safety Administration announced Wednesday that the webbing in the car seat failed to meet Federal Motor Vehicle Safety Standards. Surely this would be an absolute minimum requirement. This will no doubt cause great concern and worry among parents who believe they have invested in a safe and reliable product to keep their child safe.

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How To Brands Policies Customer Experience 133

ShepHyken

MAY 29, 2017

Each week I read a number of customer service and experience articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. How good is your company’s internal customer experience? by Nicolas Maechler. (McKinsey & Company) To excel with customers, frontline employees need high-level service from core support functions.

Customer Service 95

Customer Service Airlines Chatbots Resources 95

Influitive

MAY 29, 2017

When you’re looking for ways to improve your branding and reach with consumers, some of your most important assets are (literally) sitting right in front of you: your employee ambassadors. In some shape or form, all employees have interactions with customers, be it directly (sales and customer service reps) or indirectly (developers, fulfillment workers, and.

Brands 76

Brands Training How To Sales 76

Middlesex Consulting

MAY 29, 2017

Will The Open-Source Movement Disrupt Your Industry? When most of us read stories about how this industry or that one is being disrupted by low-cost, open-source products we say: “Can’t happen to me. Our products are too complicated, have too little volume, or just not interesting enough for the disrupters.” Think again! Introduction.

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Industry Conference Software Tips 60

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Customers

CSM Magazine

MAY 29, 2017

You may have great products but you can still have customer service problems caused by equipment failures or human error. While you can’t control external events, you can control what you say to upset customers. Certain phrases will serve to either diffuse or inflame. Here are my top ten worst things to say to unhappy customers (from least offensive to worst), along with tips for regaining trust. 10.

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Policies Guidelines Tips Customers 65

CSM Magazine

MAY 29, 2017

It has become a “knee-jerk” reaction today to come up with excuses or reasons why you couldn’t deliver an awesome customer experience. But the key is to… stop talking! . Employees are well armed today to do battle with any customer over why something didn’t work the way they wanted. It’s become the norm, not the exception to refute, excuse away, or simply deny the situation.

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Customer Experience Customers Training Leadership 40

Forrester's Customer Insights

MAY 29, 2017

IoT World Forum 2017 has just wrapped up and the biggest takeaway for me was the skills gap. Companies don't have the expertise to fully implement and benefit from their IoT initiatives. This was the fourth year of the event, with a theme of "taking IoT to the next level" and "bringing it all together." The organizers were clear on their mission to help the audience with concrete "how to" sessions.

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Company How To Customer Insights Customers 45

Amity

MAY 29, 2017

Sure, Customer Success Managers can do pretty much anything - they’re the real superheroes of SaaS. But there’s a price to pay for the “ duct tape ” approach to Customer Success: your processes are chaotic, manual, ad-hoc, they depend on people and relationships, and they’re usually not scalable. Automation empowers Customer Success Managers to do what they’re good at, so here are 10 quick tips to get started with Customer Success automation.

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Tips Customer Success Infographics Customers 52