How to Manage Like a Great Movie Director

Steve DiGioia

Now children, we are going to have free time. Each of you will be able to do whatever you want until class is over” said the teacher. Adaptability is rampant to suit the client’s wishes/needs. And the bosses want to be a “friend” to their subordinates.

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How to Tell if Your Favorite Brand Monitors Social Media

Steve DiGioia

Do you reach out on social media to the businesses you purchase from? Your Facebook or Twitter account provides an opportunity to let them know how happy you are with their product – or not! So, how do you tell if your favorite brand monitors social media?

What Every Marketer Needs to Know about Brand Image, Equity, Personality & Archetypes

C3Centricity

It is what your customers think it is; its brand image, personality and its value to them. They need to be clear and [.]. The post What Every Marketer Needs to Know about Brand Image, Equity, Personality & Archetypes appeared first on C3Centricity.

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The Exceptionally Easy & Profitable Uses of Customer Co-creation

C3Centricity

Since working more closely with customers is the best way to understand, satisfy and delight them, I am impressed that she is taking co-creation even further.

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Best Practice Webinar: Conquering Attrition in the Contact Center

3 Imperatives to Engage and Retain Employees. Yet, attrition can mean delivering customer service with fewer and less-tenured employees, directly affecting your quality of service and forcing you to rethink your customer experience strategy. Discover new ways to engage your employees.

How to Write Better Emails to Customers Who Send Complaints

Myra Golden

You get recipes and perfectly proportioned ingredients sent to you and all you have to do is whip up gourmet meals in your kitchen. I just don’t have time to grocery shop with my busy kids and my travel schedule. I have successfully refunded the charge to you.

How to Use Continuous Improvement Strategies for Customer Experience Improvement

Comm100

In this day and age, all companies who want to get an edge over the competition must embrace customer experience continuous improvement as a strategy to ensure their customers receive great customer experiences. Act to improve the change further.

This Is How You Get Customers To Accept Your Word As Final

Myra Golden

Do you find it difficult to get customers to accept your word as final? Or even better, do they ask to talk to your manager? The thing is, we all need to get better at making our answer the final answer. Making your answer the final answer comes down to two things.

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What Every Marketer Needs to Know about Brand Image, Equity, Personality & Archetypes

C3Centricity

It is what your customers think it is; its brand image, personality and its value to them. They need to be clear and consistently represented in all your communications. A brand is made up of a number of components, with which people learn to identify and recognise it.

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The Top 3 Ways to Forecast for Your Contact Center

professionals are judged—some go so far as to say. be one of the most challenging ways to optimize. How, for instance, can you forecast. It’s impossible to comprehensively. leads to a spike in contact volume, which in turn. leads to long handle times.

How a Company Reacts to a Crisis Says a Lot About its Customer Centricity

C3Centricity

According to the news as I write this, it seems that a fifteen (!!!) They might have been able to steal information such as [.]. The post How a Company Reacts to a Crisis Says a Lot About its Customer Centricity appeared first on C3Centricity.

Customer Centricity is Today’s Business Disruptor (Insights are its Foundation)

C3Centricity

From the opening keynote by Sitecore’s new CEO Mark Frost , to the second-day keynote by Kirsten Newbold-Knip p from Gartner, everyone in this tech and data heavy conference understood that data is only as good as the use you put to it. customer #insight Click To Tweet.

This Is How to Talk To An Employee About a Problem {3 Steps}

Myra Golden

One of the things I’m working on this year is giving you tools to help you coach your employees and hold them accountable, so that they are positioned to deliver the best possible customer experience. I want her to know how she comes across to customers, which is rude.

This Is How to Talk To An Employee About a Problem {3 Steps}

Myra Golden

One of the things I’m working on this year is giving you tools to help you coach your employees and hold them accountable, so that they are positioned to deliver the best possible customer experience. I want her to know how she comes across to customers, which is rude.

7 Steps to Elevate Your Customers' Experience

Learn how to walk through your customer's journey in order to improve their satisfaction and engagement

How to De-escalate Angry or Agitated Customers

Myra Golden

It’s also not about employees being a doormat, giving in to customer demands or escalating to a supervisor. This video, an excerpt from my customer service eLearning suite, is about how to take assertive control, create calm and pre-empt escalations.

When You’re Responding to a Complaint Over Chat, Text or Social Media, Your Reply Must Do These 3 Things

Myra Golden

Your interactions with customers who have experienced a problem need to be structured in such a way that you restore the customer’s confidence in your company, and you regain their goodwill. In the first sentence of a letter, an airline said to customers, “We are sorry and embarrassed.

How to Increase New Hire Retention

Comm100

It costs 21% of an employee’s salary to replace them , meaning a high bounce rate can be detrimental to the company’s progress. Also, workers are more prone to job hopping in an economy where they face fewer consequences. So how do you get new staff to stay?

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4 Pain Points of Coaching Employees and How to Handle Them

Myra Golden

As I sit down to write this, I have an unsightly burn on my right hand. Before my keynote tomorrow morning, I’ll have to find the nearest drugstore and buy a discrete looking Band-Aid to cover the sore. Feedback to employees should follow the Hot Stove Rule. Go to: [link].

Customer Experience Strategy: How to Measure the Immeasurable

Take a second to reflect on the brands you love. How do you go about creating an awesome customer experience strategy that works for your own customers

How to Talk to Your Employees About the Way They Talk to Customers

Myra Golden

Such a contrast to the oppressively hot and humid summer we’ve had. I do this exercise from time to time, whenever my mood needs lifting. ClearCorrect trusted me to train their team for a second time and I’m fully prepared for the big day! I had to get out of the house.

How to Talk to Your Employees About the Way They Talk to Customers

Myra Golden

Such a contrast to the oppressively hot and humid summer we’ve had. I do this exercise from time to time, whenever my mood needs lifting. ClearCorrect trusted me to train their team for a second time and I’m fully prepared for the big day! I had to get out of the house.

How to De-escalate Angry or Agitated Customers

Myra Golden

It’s also not about employees being a doormat, giving in to customer demands or escalating to a supervisor. This video, an excerpt from my customer service eLearning suite, is about how to take assertive control, create calm and pre-empt escalations.

How to Be a Low Effort Company

Comm100

Much has been studied, discussed and debated about keeping customers satisfied and loyal to your brand. In the past, people believed that providing a unique customer service experience was the key to customer loyalty. Transferring customers to multiple contacts.

Study: The Health of the Contact Center

500 million to revamp the in-flight experience for its customers and improve customer relations in the contact. center, showing that brands are willing to do—and spend—what it takes to create loyal customers. In order to be successful in today’s. continue to increase.

How To Manage Expectations

Beyond Philosophy

A Tufts University researcher named Silke Forbes thought it odd that she arrived 30 minutes early on a flight from Cleveland to Washington. How could she be early for a flight that was taking longer? If I don’t land until 2:30, I’ll feel stressed about getting to my 3:30 p.m.

How To Capitalize On Customer Feedback

Comm100

What many managers don’t understand is that customers are often willing to give feedback to brands they have done business with and some, in fact, are eager to do so! Let’s explore why customer feedback is important and the best ways to capitalize on the feedback received.

How to Solve the Biggest Problems with Coaching Employees

Myra Golden

We’re calling it: “How to Solve the Biggest Problems with Coaching Employees.”. If you’re a Member of my Full Access program or you registered for this event, your handouts were sent to you last night, so be sure to check your email for the packet.

This Is What You Say When a Customer Cusses At You

Myra Golden

But never have I dared to cuss at a person in a customer service role. And I get rather upset about lousy customer service and still manage to talk nicely to people about any issues I encounter. It isn’t possible for me to help while listening to that language.

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience

How to Create the Most Spectacular Customer Service Disasters

360Connext

So it’s no wonder we never run out of customer service disasters to talk about! Customer service disasters really come down to one thing: expectations. If you don’t live up to them, you will disappoint a customer. And yet we want to believe ! How about you?

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How to Focus Learning Paths on Greater CX Success

360Connext

If you’re creating learning paths in any workplace, the goal is ultimately to be, well, better. To be better at serving customers, better at increasing efficiency, better at employee development, and hopefully, better at staying ahead of the competition.

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How to Tell Customers What They Don’t Want to Hear In a Chat

Myra Golden

I’d bought something for my Dad and had it shipped directly to his home. So I reached out over chat, and this is what I was told: “We are constantly looking for the best prices to offer our customers, and that sometimes means a lower price is featured.

How to Handle Difficult Customers – The Aikido Principle of “Don’t Push”

Myra Golden

Call Center Training Call Control Difficult Customers Conversational Aikido Training Handling Difficult Customers How to Handle Difficult Customers How to Talk to Customers Verbal Aikido

How to Create Successful Customer Feedback Surveys

inContact

It’s just a bunch of questions about things that you, your boss, your marketing department, and perhaps an executive or two want to know about your customers. Simply collect the questions from everyone who wants to know about your customers, build the survey, and wait for the results.

How to Provide Proactive Customer Service on Live Chat

Kayako

Until recently, customer service’s role was primarily reactive , addressing specific complaints as they arise—reacting to customer service issues after they happen. How to use live chat proactively. The first step, as with any endeavor, is to outline your ideal outcome.

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Are You a Good Listener? Here’s How to Tell

Steve DiGioia

Most people understand that in order to provide good customer service we must use one of our least appreciated soft skills – listening. Without being a good listener how can you ever “hear” your customer’s concerns, wants, needs or desires? …which of these 5 types are you?

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17 tools to help you write the perfect email to just about anyone

Kayako

L et’s talk about how writing emails is so anxiety-inducing for some people that it caused at least one person to go invent an algorithm to figure out how to write an email based on 64 personality types. (I’m That should make it easier to put a face to your reader.

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Companies that Cheat are Dull: How to Ensure That You Shine!

C3Centricity

Why do companies still try to cheat their customers? Companies who still think it’s OK to try to attract customers and entice them to purchase with less than honest promises and behaviour. . I learnt many years ago to never believe what is written on front of pack.