Wed.Apr 19, 2017

{Infographic} A Contrarian View on the United Airlines Customer Nightmare

Michelli Experience

Business Customer Advocacy Customer Engagement Customer Experience customer loyalty Customer Service Customer Value Human Performance Joseph Michelli Client Experience Design Customer Experience Design Differentiation Leadership The Michelli Experience United

Learn About the Importance of Innovation at the Healthcare Marketing & Physician Strategies Summit


The Forum for Healthcare Strategists is presenting the 2017 Healthcare Marketing & Physician Strategies Summit , to be held May 8 to 10, 2017 at the JW Marriott in Austin, Texas.

What’s causing the retail apocalypse, and what companies can do about it

Vision Critical

A renowned luxury fashion brand announces deep job cuts. A multinational discount shoe retailer files for bankruptcy protection. A major department store chain, once the biggest name in retail, admits that its future is now in doubt.

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How to Ensure Customer Experience is a Key Element of Your Business Strategy 


This month, in my exclusive column for CustomerThink, I continue to explore in detail my perspective on seven ‘tips’ that will enable any organisation to become genuinely customer centric.

Study: The Health of the Contact Center

What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.

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{Infographic} A Contrarian View on the United Airlines Customer Nightmare

Michelli Experience

The post {Infographic} A Contrarian View on the United Airlines Customer Nightmare appeared first on Joseph Michelli.

Gamification Is No Longer a Buzzword


Gamification, the application of gaming mechanics to motivate a specific behavior, is no longer a buzzword according to Tim Bradshaw, correspondent for the Financial Times in his recent article, “Pokémon Go Shows Gamification Is Far from Dead.”

Revealed: New Trends on Pricing

Beyond Philosophy

A new Kibo study called the “ Consumer Trends Report, 2017 Edition ” reveals that 76% of respondents research prices on a product they want to buy, up 10% from the year previous. Moreover, 68% said price is the biggest reasons they shop where they do.

8 Features to Look for in a Help Desk Ticketing System


For the unfamiliar, a help desk ticketing system is a tool that companies use to track if things are being done as they should.

Customer Experience Transformation in Telecoms

Transforming CX: Critical success factors mobile operators are looking for.

Coffee, Tea or Laptop?


Last week was a bad week for the airlines. The United Airlines customer service debacle hurt all airlines, not just the United brand. It’s not uncommon for flights to be overbooked, delayed and cancelled. Passengers get angry. Airline personnel get angry.

No One Expects the Customer Success Inquisition


When I first started at Internet Creations , I was given the luxury of a relative “blank canvas.” ” We knew changes were needed, but we weren’t sure what would make sense.

Boost Your Business With These B2C Lead Generation Ideas and Strategies

Magellan Solutions

With an ever-increasing population of buyers and consumers, one may think generating qualified leads is an easy task.

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How to Ask the Right Customer Service Interview Questions

Michel Falcon Experience

Hello everyone! In last week’s video I shared the 3 customer service skills your employees must have to create customer loyalty. In this video, I’m going to share my 5 go-to customer service interview questions to ensure you’re hiring the right people to represent your company. .

The Ten Commandments of Customer Service

This cheat sheet covers ten fundamentals of customer service to help your business excel.

8 Features to Look for in a Help Desk Ticketing System


For the unfamiliar, a help desk ticketing system is a tool that companies use to track if things are being done as they should.

Voice of the Customer (VoC): Is Your Brand Flying Blind?


Suppose you’re a pilot who’s preparing a flight plan. For the sake of safety and efficiency, you need to understand current weather conditions and how weather patterns are moving and changing. Here’s the catch: only 3% of the weather map is visible to you. Incredibly, this is how many brands fly.

10 Keys to Organic Growth via Customer Experience


10 Keys to Organic Growth via Customer Experience Lynn Hunsaker. User experience design, customer care, CRM, VoC, engagement / retention / loyalty programs — all of these inject insights and tailoring to customers’ needs and the company’s growth.

Foundations for CX Success in B2B


In the business-to-business world, the concept of Voice of the Customer is gaining momentum. But despite good intentions, and the opportunity for increased revenue from both new and existing customers, building a successful VoC program in a B2B organization can be a challenge.

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5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

Customer Experience Metrics Series: Effort


This is the first blog post in a series that examines key Customer Experience metrics that every Voice of the Customer (VoC) program should measure to better understand your visitors’ website experience. In this post, we take a look at a Customer Experience metric that has been gaining an increasing amount of recognition: Effort. Customer Experience

Under a New Administration, Payers Must Operationalize for Change

West Monroe

Current State. In March 2017, the Trump Administration proposed The American Health Care Act to repeal and replace the Affordable Care Act (ACA) and give Americans access to ‘truly affordable, quality health coverage.’

A CX Lunch is a Rejuvenating Experience


We love a Lunch and Learn session at Confirmit. They’re a fabulous way to combine two of our favorite things; CX chat and food. Possibly not in that order, to be honest. We do love food.