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How to complain about your train, airline, bus, tube, ferry or cruise. How to complain about buses. How to complain about buses all the info you need. How to complain about trains. Passenger complaints are up (& how you can get redress) Transport Focus announced in February 2018 that their latest National Rail Passenger Survey showed that only a third were happy with their last journey. all you need to know about your rights. MORE
Even though creating an online survey nowadays is much easier than in the past, that’s not to say all aspects of surveys are easy. Sometimes getting responses can be a difficult task, and without an effective plan for distribution, you may struggle to collect the valuable feedback your organization needs. The distribution plan for your online surveys should put your existing outlets and channels to use while focusing on the goals you’re trying to accomplish. MORE
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. Any great business must run like a movie set where each employee is an actor with a specific role to play. The director, or senior management, sets the tone for all to follow. But to what extent? MORE
Next comes finding the perfect location to set up shop and after almost a year you’re finished. Sure, you had to get over a few hurdles and you corrected some mistakes but now business is steady. But for how long? Your focus is only on the things that are important to you. But what about the unspoken messages you’re sending to your customers? can a crooked sign ruin your business? This original article was written by Steve DiGioia. MORE
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? That being said, we’ve put together a list of 5 mistakes that companies make when imple [link] menting live chat, and how to avoid them. is no easy feat, which means that it can be close to impossible to keep your live chat support operating all the time. Live Chat. MORE
Time to share a meal with great company, whether family, friends, or coworkers. For them, it’s a time for stress, a time to deal with frantic shoppers looking for the perfect gift, and a time to work long hours with little time for themselves. Click To Tweet. MORE
Less than one week before the release of my new book, The Convenience Revolution: How to Deliver a Customer Service Experience That Disrupts the Competition and Creates Fierce Loyalty , so I thought it appropriate to share some thoughts on how being easy – or convenient – can give you a competitive advantage over your competition. Your customers want your product to meet their expectations. Everyone is striving to create a good experience, at every level. MORE
If the teams in your organization appear productive, but you’re still having a hard time pushing the needle, the problem might be with how you’re measuring business productivity. The solution: leaders need to shift their focus towards the full picture. You’ll need the commitment of every employee in the organization to use the tool efficiently, otherwise, you’ll find yourself dealing with bad CRM data (Now that will really hinder productivity!). Customer Experience How To MORE
Their goal is to make their customers feel important and serve them well. But most servers are friendly and really try to make your dining experience enjoyable. How Do You Make Your Customers Feel Important? What is the Key to Great Service? Click To Tweet. MORE
I didn’t finish post-secondary university to earn my business degree (BA) nor do I have an MBA. I don’t believe either teach you how to properly fire someone. Whether they do or not, many people I know leading companies and teams haven’t properly been taught how to either. MORE
Those of us in the customer service industry focus much on procedures, ease of use, product availability, and the steps of service, to name a few, all in the hopes of providing our customers the best overall experience. What Does an Allergy Have To Do With Customer Service? MORE
You don’t just want to appeal to new customers – you also want to keep your current ones coming back again and again. Not only do returning customers require less introduction to your products and services, but they also tend to spend more than first-time customers, too. . MORE
Today’s post tells you how to stop giving customer service like a useless scarecrow. These are the deadwood employees hired in a desperate attempt to quickly fill open positions and with little regard to their qualifications. He knew what to do and when to do it. MORE
Why do companies still try to cheat their customers? Or do they think there are enough people willing to buy their brand for the first time, that they don’t need to worry about getting that second purchase? How would you feel when you got the bottle home? MORE
In the 1994 film Angels in the Outfield, a disembodied voice talked Kevin Costner into building a baseball field with some of the worst marketing advice of all time: “If you build it, they will come.” Success in advocate marketing takes way more than just launching a program. No team of ghostly heroes will materialize. MORE
We share best practices on how to prioritize customer experience initiatives. Due to limitations in resources, organizations have to prioritize which initiatives to spend their money on. MORE
Although I love quotes, especially about how to succeed, I love success even more. One of my favourite quotes on the topic of success comes from Winston Churchill during his address to the Harrow School (UK) during WWII in 1941. How you React to Failure Could Make You a Success. MORE
Do you really know how your customers feel about your products and services? How about the quality of your customer service? The only way to really find out is to ask, which is why so many companies measure customer satisfaction regularly. The most common way is by sending customer satisfaction (CSAT) surveys, which ask customers to rate their experiences and share open-ended feedback. When to use CSAT. MORE
The common reasons online shoppers abandon their carts and how to overcome them. Guides MORE
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. Your brand is not what you think it is! I was lecturing at Miami University a couple of weeks ago on brand image and personality. These are two vital elements of branding. MORE
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. In the UK, there was a recent, highly publicised “significant and sustained cyber-attack“ on the Telecom company Talk Talk’s website. year old Irish lad and a 16-year-old Brit may be responsible. MORE
Having spent most of my career in consumer goods, I was invited to share what the hospitality industry could learn from the industry. As the world changes, customer demands are changing too and companies need to stay current, if not ahead of these demands, in order to ensure continued growth. MORE
What is customer engagement, how do you measure it, and most importantly how do you improve it? Learn everything you have to know about customer engagement. Feed generated with FetchRSS MORE
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. One of my clients, who is following the 50 weekly actions for customer centric excellence described in Winning Customer Centricity, asked me for some further ideas on co-creation. MORE
How to provide the best customer service and support during this unprecedented holiday season. Guides MORE
A New Year tradition we started here at C3Centricity back in 2011, is to share our most popular brand building strategies and posts of the year. This gives everyone a chance to catch up on our best posts that they may have missed. Is it Time to Do Away with Market Research Departments? . This post shares the highlights of recent research into how market research departments can become true business partners, rather than being viewed as a mere cost center. To Survey. MORE
How to collect customer satisfaction metrics and take strategic action based on your findings. Guides MORE
Always address the point of the argument, NOT, the emotions attached to it. Example: John is upset that his suggestions for improvements to an upcoming project weren’t adopted, so he vents his frustrations about being overlooked or undervalued. Do this before speaking to John again. MORE
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. According to Wikipedia , a brand is: “a set of marketing and communications methods that help to distinguish a company from competition and create a lasting impression in the minds of customers.” A brand needs to have a clear image, personality and equity in the minds of its customers. MORE
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C3Centricity
JULY 20, 2020
Although I love quotes, especially about how to succeed, I love success even more. One of my favourite quotes on the topic of success comes from Winston Churchill during his address to the Harrow School (UK) during WWII in 1941. How you React to Failure Could Make You a Success.
GetFeedback
NOVEMBER 1, 2020
How to provide the best customer service and support during this unprecedented holiday season. Guides
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Steve DiGioia
MARCH 8, 2021
Today’s post tells you how to stop giving customer service like a useless scarecrow. These are the deadwood employees hired in a desperate attempt to quickly fill open positions and with little regard to their qualifications. He knew what to do and when to do it.
Steve DiGioia
OCTOBER 8, 2020
Their goal is to make their customers feel important and serve them well. But most servers are friendly and really try to make your dining experience enjoyable. How Do You Make Your Customers Feel Important? What is the Key to Great Service? Click To Tweet.
Advertiser: ZoomInfo
ZoomInfo has created the following eBook to help other B2B organizations gain insights on how to launch their own data-driven ABM strategy. In this eBook, we will reveal the good and the bad from our own campaign and highlight some key takeaways on how to improve your ABM strategies moving forward.
GetFeedback
DECEMBER 26, 2018
Do you really know how your customers feel about your products and services? How about the quality of your customer service? The only way to really find out is to ask, which is why so many companies measure customer satisfaction regularly. The most common way is by sending customer satisfaction (CSAT) surveys, which ask customers to rate their experiences and share open-ended feedback. When to use CSAT.
Steve DiGioia
DECEMBER 16, 2019
Time to share a meal with great company, whether family, friends, or coworkers. For them, it’s a time for stress, a time to deal with frantic shoppers looking for the perfect gift, and a time to work long hours with little time for themselves. Click To Tweet.
Steve DiGioia
AUGUST 17, 2020
Always address the point of the argument, NOT, the emotions attached to it. Example: John is upset that his suggestions for improvements to an upcoming project weren’t adopted, so he vents his frustrations about being overlooked or undervalued. Do this before speaking to John again.
Steve DiGioia
SEPTEMBER 10, 2018
Next comes finding the perfect location to set up shop and after almost a year you’re finished. Sure, you had to get over a few hurdles and you corrected some mistakes but now business is steady. But for how long? Your focus is only on the things that are important to you. But what about the unspoken messages you’re sending to your customers? can a crooked sign ruin your business? This original article was written by Steve DiGioia.
C3Centricity
DECEMBER 31, 2018
A New Year tradition we started here at C3Centricity back in 2011, is to share our most popular brand building strategies and posts of the year. This gives everyone a chance to catch up on our best posts that they may have missed. Is it Time to Do Away with Market Research Departments? . This post shares the highlights of recent research into how market research departments can become true business partners, rather than being viewed as a mere cost center. To Survey.
Speaker: Peter Staal and Kirsten Wagenaar, experienced community strategist and owners of agency Bind from The Netherlands
Join us on February 9th at 12:00 PM ET (18:00 CET) for an in-depth webinar on how to build a product community from scratch. Featuring Peter Staal and Kirsten Wagenaar, experienced community strategist and owners of agency Bind from The Netherlands.
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Lumoa
AUGUST 24, 2020
What is customer engagement, how do you measure it, and most importantly how do you improve it? Learn everything you have to know about customer engagement. Feed generated with FetchRSS
GetFeedback
AUGUST 23, 2020
NPS calculation formula and interpretation of data. Articles
Lumoa
JANUARY 30, 2020
We share best practices on how to prioritize customer experience initiatives. Due to limitations in resources, organizations have to prioritize which initiatives to spend their money on.
C3Centricity
JULY 2, 2016
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. Your brand is not what you think it is! I was lecturing at Miami University a couple of weeks ago on brand image and personality. These are two vital elements of branding.
Speaker: Donald Fan, Senior Director of the Global Office of Culture, Diversity & Inclusion at Walmart Inc.
In the digital era, rife with uncertainty and ambiguity, innovation plays an essential role in sustaining organic growth and outperforming the global competition. Research proves time and again, there exists a robust bond between innovation and diversity & inclusion (D&I); our challenge is to help our leaders understand how to plant the seeds of innovation in the fertile D&I garden in order to drive a strategic and competitive advantage from the office and in the digital landscape.
GetFeedback
DECEMBER 27, 2018
Even though creating an online survey nowadays is much easier than in the past, that’s not to say all aspects of surveys are easy. Sometimes getting responses can be a difficult task, and without an effective plan for distribution, you may struggle to collect the valuable feedback your organization needs. The distribution plan for your online surveys should put your existing outlets and channels to use while focusing on the goals you’re trying to accomplish.
Influitive
MAY 16, 2018
In the 1994 film Angels in the Outfield, a disembodied voice talked Kevin Costner into building a baseball field with some of the worst marketing advice of all time: “If you build it, they will come.” Success in advocate marketing takes way more than just launching a program. No team of ghostly heroes will materialize.
Steve DiGioia
SEPTEMBER 12, 2016
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. Any great business must run like a movie set where each employee is an actor with a specific role to play. The director, or senior management, sets the tone for all to follow. But to what extent?
C3Centricity
MAY 8, 2016
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. One of my clients, who is following the 50 weekly actions for customer centric excellence described in Winning Customer Centricity, asked me for some further ideas on co-creation.
Advertisement
Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!
C3Centricity
JULY 2, 2016
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. According to Wikipedia , a brand is: “a set of marketing and communications methods that help to distinguish a company from competition and create a lasting impression in the minds of customers.” A brand needs to have a clear image, personality and equity in the minds of its customers.
Michel Falcon Experience
DECEMBER 16, 2019
I didn’t finish post-secondary university to earn my business degree (BA) nor do I have an MBA. I don’t believe either teach you how to properly fire someone. Whether they do or not, many people I know leading companies and teams haven’t properly been taught how to either.
GetFeedback
FEBRUARY 28, 2021
How to collect customer satisfaction metrics and take strategic action based on your findings. Guides
Steve DiGioia
MARCH 22, 2021
Those of us in the customer service industry focus much on procedures, ease of use, product availability, and the steps of service, to name a few, all in the hopes of providing our customers the best overall experience. What Does an Allergy Have To Do With Customer Service?
Advertiser: Skilljar
In this eBook, we will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.
GetFeedback
NOVEMBER 5, 2018
If the teams in your organization appear productive, but you’re still having a hard time pushing the needle, the problem might be with how you’re measuring business productivity. The solution: leaders need to shift their focus towards the full picture. You’ll need the commitment of every employee in the organization to use the tool efficiently, otherwise, you’ll find yourself dealing with bad CRM data (Now that will really hinder productivity!). Customer Experience How To
Helen Dewdney
MAY 13, 2019
How to complain about your train, airline, bus, tube, ferry or cruise. How to complain about buses. How to complain about buses all the info you need. How to complain about trains. Passenger complaints are up (& how you can get redress) Transport Focus announced in February 2018 that their latest National Rail Passenger Survey showed that only a third were happy with their last journey. all you need to know about your rights.
C3Centricity
JANUARY 30, 2021
Why do companies still try to cheat their customers? Or do they think there are enough people willing to buy their brand for the first time, that they don’t need to worry about getting that second purchase? How would you feel when you got the bottle home?
Advertisement
A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.
Kayako
JUNE 21, 2018
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? That being said, we’ve put together a list of 5 mistakes that companies make when imple [link] menting live chat, and how to avoid them. is no easy feat, which means that it can be close to impossible to keep your live chat support operating all the time. Live Chat.
C3Centricity
NOVEMBER 1, 2015
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. In the UK, there was a recent, highly publicised “significant and sustained cyber-attack“ on the Telecom company Talk Talk’s website. year old Irish lad and a 16-year-old Brit may be responsible.
GetFeedback
OCTOBER 5, 2020
The common reasons online shoppers abandon their carts and how to overcome them. Guides
C3Centricity
JUNE 8, 2020
Having spent most of my career in consumer goods, I was invited to share what the hospitality industry could learn from the industry. As the world changes, customer demands are changing too and companies need to stay current, if not ahead of these demands, in order to ensure continued growth.
Speaker: Jono Bacon, Founder of Jono Bacon Consulting
Communities are cool, but not everyone "gets it". An online community can benefit many areas of your organization, but some people don’t care, dismiss it, or feel outright threatened by it. This makes things even harder if we need their support and involvement to make the community a success. How can we overcome these obstacles? Join us on March 23rd at 12:00 PM ET as Jono Bacon, a leading community strategy consultant and author, shows you how to convince the inconvincible, step by step. He will also share what he has learned about the business of building buy-in when it comes to community projects.
Wootric
DECEMBER 16, 2020
You don’t just want to appeal to new customers – you also want to keep your current ones coming back again and again. Not only do returning customers require less introduction to your products and services, but they also tend to spend more than first-time customers, too. .
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