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?

Live Chat Mistakes Companies Make And How To Avoid Them

Kayako

Everyone wants it but nobody wants to do it. It’s one of the hardest, easiest things that a company can do to provide stellar support. There’s got to be a better way, right? It is bad to lie to customers and give them a false heightened expectation for their experience.

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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 [.]. The post What Every Marketer Needs to Know about Brand Image, Equity, Personality & Archetypes appeared first on C3Centricity.

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Build a bot with the Genesys PureCloud platform and Amazon Lex

Learn how to build your own bot in the second installment of the Genesys Build a bot series. Leverage the latest and greatest AWS services with a cloud contact center leader to transform your customer experience. What does first to market mean for Genesys?

Marketers, How Can You Keep Your Job When Most CMOs Are Losing Theirs?

C3Centricity

What does a CMO do in their average four-year tenure to ensure that they keep their job for longer? Did you know that CMOs have the shortest average term of office of any chief in the C-suite, according to a recent report by Korn Ferry? So just how long have you been in your position?

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.

Top 10 Marketing Infographics to Smash 2018 (Inspiration for the Visual World)

C3Centricity

One of C3Centricity’s annual traditions is to publish a post which shares the best marketing infographics of the previous twelve months. Here is this year’s crop, with ideas on how you can get inspired to take action in your own marketing. Are they right to do so?

Head of Marketing, How Can You Keep Your Job When Most CMOs Are Losing Theirs?

C3Centricity

What does a Head of Marketing (CMO) do in their average four-year tenure to ensure that they keep their job for longer? Did you know that CMOs have the shortest average term of office of any chief in the C-suite, according to a recent report by Korn Ferry? CMO #Marketing Click To Tweet.

7 Steps to Elevate Your Customers' Experience

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

5 Business Success Factors (So You’re Ready for Anything!)

C3Centricity

Despite all the sophisticated technologies at our disposition, we just never seem to be prepared. According to the Weather Channel its snowfall broke records in Worcester, MA, although in most other places it fell far below that of other storms from 2013 all the way back to 1978.

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.

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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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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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.

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

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.

How to Update Your Marketing with a Customer First Strategy

C3Centricity

Subscribe on Apple Podcasts to get new episodes as they become available.”. All marketers know their marketing 5Ps, but how do you update your marketing when you adopt a customer first strategy? Here are some tips and ideas for you to adopt – or adapt.

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 Create an Exceptional Customer Experience

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

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.

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].

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 Manage Seamless, Eat24, and GrubHub Reviews

ReviewTrackers

home delivery food market will increase 79 percent in the next five years, according to the investment firm Cowen. million, according to a release from Grubhub. . Tips to Manage Seamless, Eat24, and Grubhub Reviews. Use Reviews to Improve Customer Experience.

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.

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 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.

How To Lie Effectively!

Beyond Philosophy

Lying is a rotten thing to do. The researchers, including Dan Ariely , author and Professor of Psychology and Behavioral Economics at Duke University, wondered if your brain adapted to being deceitful. Lying Creates a Gateway to More Lying. The post How To Lie Effectively!

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The Best CX Leaders ROCK at These 3 Things

360Connext

Now leaders worldwide are resolving to improve CX. Those of us who know what works and what doesn’t need to share their knowledge. You see, most leaders want to show customers they care, but many aren’t sure how to do that.

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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 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.

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.

Tools 199

How to Avoid Hidden Disasters in Customer Experience Design

360Connext

Ever have a sneaking suspicion something just isn’t right, but you don’t know how to fix it? Allow me to share a few recent examples from my consulting and speaking work , and see if you recognize anything in your organization. ” @jeanniecw Click To Tweet.

How To Harness Customers Unseen Behavior

Beyond Philosophy

In other words, once we take action on a decision, we are less likely to change our decision—even when we run into challenges. In the days of the Roman empire, Rome’s leadership established defenses to prevent a military coup. Moreover, you can train someone to adopt a mindset.

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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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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 Create a Local SEO Strategy for B2C Companies

ReviewTrackers

She has created successful content marketing and digital marketing/PR for diverse sectors; from healthcare and wellness to global retail and commercial real estate. Increase your SEO rankings to get ahead of the competition with just a handful of simple steps. to the user.

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