CX Accelerator

FEBRUARY 3, 2018

Using DiSC in a customer service context to enhance both the customer and the agent experience. There is a plethora of training options available to service leaders who are looking to enhance the communication skills of their agents. Having had exposure to many of these, DiSC is my top choice with the most significant impact. Having now studied DiSC and received my credentials as a certified facilitator, there is no mystery why the tool is so great for a customer service environment.

Interaction 140

Interaction Customer Service Sports Communication 140

Beyond Philosophy

FEBRUARY 3, 2018

Colin Shaw and Professor Ryan Hamilton discuss the episode we discuss the ‘ Peak-end rule ‘ and it’s affect on Customer Experience. The peak?end rule is a psychological heuristic in which people judge an experience largely based on how they felt at its peak (i.e., its most intense point) and at its end, rather than based on the total sum or average of every moment of the experience.

Loyalty 74

Loyalty Customers Customer Experience 74

Strativity

FEBRUARY 3, 2018

The post Following Best Practices Is Like Driving Forward While Looking In the Rear-view Mirror appeared first on Strativity.

Innovation 45

Innovation Strategy Customer Experience Customers 45