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.

217

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?

181

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.

249

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.

242

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 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.

347

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.

128

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.

88

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.

156

How Plansource Uses AskNicely NPS with Salesforce to Transform Customer Relationships

C A S E S T U D Y How Plansource Uses. Salesforce to Transform. Customer Relationships A Better Path to Happy Historically, Plansource used annual satisfaction surveys. and staff insight to gauge customer satisfaction. sent annually to their full customer list.

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.

248

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.

86

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.

156

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.

64

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.

64

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 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.

77

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.

59

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].

62

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.

52

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 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.

52

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.

69

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.

59

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.

71

How Real-Time Customer Feedback Drives Fleetio’s Customer-Obsessed Culture

C A S E S T U D Y How Real-Time Customer. of how people. way to do that. In most cases, they had to rely on customer. how customers felt about their interactions with Fleetio. Since there was no meaningful way to segment and trigger. with AskNicely is due to.

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.

55

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

69

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.

207

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.

223

Auror and NPS: The Ultimate Crime-Fighting Duo

to have a. information they need to prevent and solve crimes quicker. uses powerful, real-time data to solve crimes all over the world. To say that they are not your typical, modern tech company is the. Auror’s magical world job is to. It’s easy to get in this.

Customer Experience Mapping: How to Create Smoother, More Effortless Journeys

Comm100

Let’s be honest, companies do not send out newsletters promoting massive “wins” and provide huge commission checks when an internal team manages to “save” a customer. First, let’s go through what a journey map is and how to complete one. Tools to Create Your Journey.

211

How to Write a Compelling Customer Support Email

Kayako

But that doesn’t mean it has to be boring. Practice makes perfect and setting yourself the challenge to improve keeps you interested. Do you have a way to do this already that I’m missing, or is it really just not available? Is there a way to favorite things?

269

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.

199

How to Create the Perfect Customer Satisfaction Survey: Questions, Tips & Templates

Comm100

Running a successful business requires more than just a great product — it also means that you need to please your customers and ensure their satisfaction. That is why you need to consider ways of getting feedback from your customers through effective customer satisfaction surveys.

302

The Book of NPS

Marty Neumeier, The Brand Gap 01Introduction Welcome to the Cult of Advocacy Introduction: A new religion has arrived. This presents onemajor problem: everyone outside of the boardroom is left flying blind to the very real, street-level customer needs.

How to Measure Customer Experience: CSat, NPS and More

Comm100

This level of competition has increasingly led companies to research for new ways to get customers while retaining their existing customer base as well. Customers, being more informed than ever due to technology, now expect a certain level of customer service at all times.

130

[Webinar] How to Stop the CSat Nosedive with Chat

Comm100

If you haven’t yet seen our 2018 Live Chat Benchmark Report, now’s the time to join our live webinar on March 28, 2018 and take a look. We’ll share how the best companies are using chat to provide an exceptional customer service experience as a competitive advantage.

141

How to Set Goals & Build a Strategy to Drive Customer Experience Improvement

Comm100

Every company out there is trying to be more customer-centric, and the race for an excellent customer experience is heating up. Numerous studies have shown that customers are willing to pay more money for good service. Prioritize activities and allocate them to employees.

317

The Ultimate Cheat Sheet on How to Write Complaint Response Letters to Customers

Myra Golden

Making an apology to customers after things go wrong is positively related to satisfaction with the recovery. When a service employee apologizes to a customer, she conveys politeness, courtesy, concern, effort, and empathy. Click image to enlarge. Click image to enlarge.

68

How to Create an Exceptional Customer Experience

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