Steve DiGioia

SEPTEMBER 4, 2017

This original article was written by Steve DiGioia. Well I think it’s very easy to answer; face-to-face communication is definitely more difficult. When you’re dealing with somebody face to face you’re not just listening to the words they are saying, you are also judging them by the actions of their entire body. You’re looking at their eyes and their hand gestures.

Customers 185

Customers Communication Examples Customer Service 185

Russel Lolacher

SEPTEMBER 4, 2017

Relationships: Personal, business and customer are all the same. Sure the intent is different but when it comes down to how we make those connect, it doesn’t really matter the situation, because people are people. And to connect with people, it’s important to understand it’s an emotional exercise and it’s always taken personally.

Exercises 154

Exercises Connections Customer relationships Customers 154

Beyond Philosophy

SEPTEMBER 4, 2017

Walmart is debuting a towering new kiosk that makes it easier to pick up online orders in your local Walmart store. Early reviews of Walmart’s “pickup tower” give it a thumbs up. In about 20 Walmart stores, you can scan a barcode on your phone at the bright red 16-foot-tall tower in the front of the store. A door opens, your item appears, and you’re done.

Retail 158

Retail Consulting Loyalty ROI 158

CSM Magazine

SEPTEMBER 4, 2017

Use the LEAP method to solve any issue and defuse even the most irate of customers. There’s an old adage in customer service that has proven consistently true over the years- whether you’re product is apples, airplanes or alligators, customers always call for one reason; they have a problem. No matter how good your company, your product or your people are, customers don’t call to tell you that.

Case Study 79

Case Study Call Center Customers Airlines 79

Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

Data

ShepHyken

SEPTEMBER 4, 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. The top five things you hate most about customer service by Sarah Ingrams . (Which?) Whether you’re buying new gadgets, planning a holiday or managing your finances, everyone has to deal with customer service from time to time.

Customer Service 63

Customer Service Net Promoter Score Self Service NPS 63

Confirmit

SEPTEMBER 4, 2017

It’s less than a month until the fifth annual CX Day , organized by the Customer Experience Professionals Association (CXPA). Once again, Confirmit is delighted to be a sponsor of what has become a real highlight of the Customer Experience calendar. As the CX industry grows and more people become true professionals in what has been, until recently, a fairly niche area of expertise, CX Day has become a wonderful rallying point.

Case Study 40

Case Study Consulting Course Study 40

Happy or Not

SEPTEMBER 4, 2017

Sept. 17-20, 2017 | Fort Worth, TX Attention all airport authorities and professionals! It’s almost time for the 2017 Airports Council International—North America (ACI-NA) Annual Conference & Exhibition. This year’s event is expected to attract over 1,800 delegates from more than 200 U.S. and Canadian airports and airport authorities. Among those attending are airport directors, […].

Conference 28

Conference 28

Wired and Dangerous

SEPTEMBER 4, 2017

Even in traditional manufacturing (and manufacturing-style services), where “careful is correct and rational is right” has long been the managerial axiom, service quality is being recognized as the competitive edge that can differentiate one commodity offering from another. The service tide in which we’ve all been swept up makes it imperative that we pay increasing attention to whatever it takes, one-on-one and one-by-one, to earn the love and loyalty of our customers.

Loyalty 119

Loyalty Customers Customer Experience Customer relationships 119

Happy or Not

SEPTEMBER 4, 2017

Sept. 18-20, 2017 | Las Vegas, NV For anyone working within the automotive industry, the 2017 Digital Dealer 23 Conference & Expo will get you “on the road” to professional success! This year’s event is expected to draw a wide array of dealership professionals. The guest list includes: General Managers, Marketing Managers and Directors, OEM […].

Automotive 28

Automotive Conference Industry Management 28

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Customers

Happy or Not

SEPTEMBER 4, 2017

Sept. 20-22, 2017 | Overland Park, KS The Kansas State Council of the Society for Human Resource Management (KS SHRM) is the state’s largest organization devoted to human resource (HR) management. And for the more than 2,200 individual members in 13 affiliated chapters statewide, the 2017 KS SHRM Conference is this year’s number one destination. […].

Conference 28

Conference Resources Management 28