Ryanair in fresh misleading information claims

Helen Dewdney

The UK Civil Aviation Authority will be asking the airline to review the way it displays information to ensure consumers are fully aware of their rights.”. Ryanair is continuing to misinform its passengers about their legal rights.

Useful Complaining Information!

Helen Dewdney

Best selling book with advice, guidance, information, legal rights and templates for always getting that redress! Sign up to the newsletter to keep up to date with information, I only send a few a year! If you have come here from seeing me on the telly box or heard me on the radio today here are some links you might like to help you complain effectively. Top 20 Tips on complaining effectively.

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The Connected CEO vs the Informed CEO

Clarabridge

But he, like so many CEOs, is not fully informed. There is a huge difference between a connection to a few select customers and being informed about the masses. Why is it so important to be truly informed?

What Golden Nuggets of Information Are You Missing Out On and Why?

MaritzCX

Few events in world history compare to the excitement surrounding the discovery of California gold by James Marshall, in January of 1848. The famous discovery set off one of the most important migrations ever known.

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Executive Report: The Customer Data Too Often Overlooked by the C-Suite

And what sources of information do companies rely on. In this era of big data, we collect information from more sources than ever. companies rely on to inform their decisions. analytics to inform change but admit to. are important to informing sales and marketing.

From Chief Information Officer to Chief Customer Officer, With Brian Lillie – CB60

Customer Bliss

It’s often from Operations or Marketing, but in the case of Brian Lillie, he went from Chief Information Officer of Equinix , the world’s largest IBX data center and colocation provider, to CCO. Episode Overview. Wow, can’t believe we’re at 60 episodes!).

Surviving Information Overload in the World of Customer Service

Provide Support

Surviving Information Overload in the World of Customer Service. This influx of information has become a perplexing problem for contact center managers, as well as C-level executives, who want to make sure their contact center is performing optimally.

What Golden Nuggets of Information Are You Missing Out On and Why?

MaritzCX

Few events in world history compare to the excitement surrounding the discovery of California gold by James Marshall, in January of 1848. The famous discovery set off one of the most important migrations ever known.

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Customer Information Form Basics: What You Need to Know

Customers That Stick

And while Big Data is becoming more accessible to small to medium-sized businesses (SMBs), the basics of customer information — small data, if you will — is still where customer and experience meet for most organizations. Four Types of Customer Information.

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Foreign Office in epic fail on passport validity information

Helen Dewdney

My long journey of confusion – Foreign Office provides conflicting information. Our travel advice is updated whenever we become aware of new information. The FCO has shown itself to be utterly useless in providing basic information to travellers!

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

can understand when information is missing, make best-fit decisions. based on incomplete information or ambiguous circumstances, and. can easily make mid-course adjustments when new information. For more information, visit www.egain.

Present Your Consumers With More Product Information Using Telesales

Magellan Solutions

Selling your product or service to your customers naturally involves sharing a decent amount of product information with them, but experienced telesales professionals employ a few more tried-and-tested strategies than that.

Eight critical omnichannel stats to inform your CX strategies

OpinionLab

Here are eight stats to inform your strategies: 1. The post Eight critical omnichannel stats to inform your CX strategies appeared first on OpinionLab. Omnichannel fulfillment strategies, such as “Buy online, pick up in store” (BOPUS for short) or click-and-collect, can provide a win-win for both you and your customers. You will be able to take full advantage of cross-selling, promotions, and existing inventories – all while saving substantially on costs.

A Guide For Protecting Your Customers’ Information

Win the Customer

This conflict has to be removed to keep your information secure. As part of a sustainability plan, information backups should be regularly scheduled, secure and offsite. Cloud-based backups are best because they allow access to the information even in cases of extreme local disasters like earthquakes and hurricanes. If you collect information daily, then it should happen every day.

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CAIO or NO CAIO: Customer Experience Depends Upon Structuring People to Manage Information

Michelli Experience

also linked the emergence of the internet with the evolution of the essential corporate position of Chief Information Officer (CIO ). The post CAIO or NO CAIO: Customer Experience Depends Upon Structuring People to Manage Information appeared first on Joseph Michelli. I first heard about “ it” in a Harvard Business article in 2016 and subsequently have been asked about “it ” by clients and colleagues alike. “ It” is yet another entrant into the C-suite. “It“

Artificial Intelligence and the Customer Experience

fine with AI using their personal and historical information. consumers would find it helpful if AI used their information. using personal and historical information to personalize. using the information to predict why they are contacting.

Generate Repeat Business by Providing Additional Information: Guest Post by Richard Shapiro

ijgolding

One of the easiest ways to generate repeat business is to answer your customer’s questions and provide additional information. Often times, this is the information that has the most profound effect on the customer in order to gain their repeat business.

How can NPS be used to Inform Marketing?

SuiteCX

By measuring and tracking NPS data organizations can understand the drivers of the business and begin to utilize the data to inform and drive marketing. In this white paper we investigate how you can integrate NPS with data strategy to inform data-driven marketing and drive further impact and results. Custoholic Blog

NPS 100

How To Use Predictive Analytics To Inform Marketing

Aquila Insight

Mr Steinert noted that it can be especially difficult for those working in B2B to use predictive analytics to their advantage, because there will be gaps in their knowledge and the information that’s missing is what’s required to ensure precise targeting of prospects. This can help you identify the various pathways consumers may take through your website to reach the information they’re looking for or to get to the stage where they’re making a transaction.

ROI 40

Eight critical omnichannel stats to inform your CX strategies

OpinionLab

Here are eight stats to inform your strategies: 1. The post Eight critical omnichannel stats to inform your CX strategies appeared first on OpinionLab. Omnichannel fulfillment strategies, such as “Buy online, pick up in store” (BOPUS for short) or click-and-collect, can provide a win-win for both you and your customers. You will be able to take full advantage of cross-selling, promotions, and existing inventories – all while saving substantially on costs.

How Does Customer Experience Impact Angry Customers?

Let's look at how the customer experience of an angry customer informs strategy, and how companies can transform frustrated customers into delighted ones

Rip Off Britain appearance and information

Helen Dewdney

If you have found me from my appearance on Rip Off Britain and/or their website. I’ll list some links that you may find helpful. More details on me and see why I think it so important to complain here. Top 20 Tips on complaining. The bestselling book here. Your rights when it comes to faulty goods and services here for purchases and services prior to October 1st 2015. The Consumer Rights Act 2015 for purchases made on or after October 1st 2015.

Customer Experience Q&A: Etsy’s Abby Covert, Information Architect

Forrester's Customer Insights

customer experience customer experience index (CX Index) customer experience measurement digital customer experience Information architecture retailIf you care about CX, you have to admire Etsy. It was the top digital retailer in Forrester’s Customer Experience Index™ in 2017. It excels at differentiating itself with a unique set of products and a distinctive online store, where buyers routinely upload pictures of their purchases alongside gushing reviews.

How to Win Over Skeptical Customers in a Skeptical Age of Informed Online Customers

Win the Customer

Aggressive advertisements created a digital era where users were skeptical to the point that they rejected anything that felt like an advertisement. Even companies that attempt to run honest online marketing campaigns feel the cynicism. Customer Service

You’ve Got Data? Well Don’t Start There!

C3Centricity

However, in working with clients around the world and in numerous industries, I have found that many are lost by the wealth of information that is available to them. Consumers are adapting their behaviours to the trading of their personal information.

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3 Important Things A Chatbot Can’t Do (But an IVA Can)

an informed decision about how to deploy customer care. For more information about Interactions, contact us: 866.637.9049 interactions.com ? Chatbot 3 Important. Things a Chatbot. Can’t Do. But an IVA Can) Does not. compute. Chatbot As brands continue to focus on improving the customer.

Using AI to Help Customers Avoid Information Overload

Bold360

Today’s ecommerce experiences put massive amounts of information at shoppers’ fingertips — but oftentimes this influx of data can be harmful to the customer experience. Navigating all the available information on a website can be both frustrating and create a roadblock for consumers shopping for a particular item or looking for a specific answer. From there, they alert CX managers to these problems and prompts them to address them by adding more information.

Marketing Solutions to More Actionable Insights

C3Centricity

Marketing depends upon actionable insights to satisfy and delight their customers. How comfortable are you with your own process and the actionability of the results? Insights are the holy grail that all businesses seek but rarely find. Are you one of them?

Guest Post: Operational Information to Include in Your Business Plan

Natalie Petouhof

Central to the plan is the operational information that will link all of the parts together and transform your idea into a viable business. Each of these parts is dependent on information from other parts. Most successful manufacturing companies have their pertinent information online.

Access to the Right Information Empowers a Results-Driven Workforce

Astea

Field service has traditionally seemed quite simple. An asset or piece of equipment breaks, the customer notifies the service organization, dispatch schedules a field technician, the technician arrives within an agreed upon service window, fixes the asset, and then moves on to the next job. This process repeats itself for many service organizations, many times over, on a daily basis, and thus organizations have gotten really good at scheduling a technician to fix a down asset.

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

information at their fingertips, companies will struggle to. accurate source of information. information, it’s impossible to. Utilize integrated forms: Information sharing is critical, which means customer interaction history and current.

“Help! How Can I Fix Incorrect Business Information on Google?”

ReviewTrackers

As you set out to build and market your business presence online, the kind of information you provide Google as well as other search engines plays a key role in determining your search engine performance and visibility. Wrong local business information costs money.

Apple Continues To Empower The Patient To Be An Informed Consumer

Forrester's Customer Insights

Apple Takes Record Sharing To The Next Level Consumers demand access to their medical information, and Apple has answered the call. In January, Apple released an update to the Health app, enabling customers of 12 hospitals and clinics to see their medical records right on their iPhone. Months late, Apple now allows patients from over […]. age of the customer healthcare mobile apps

Halloween Scares & Solutions for Marketing

C3Centricity

Marketers are really concerned about the wealth of information that they have on their customers and how they can manage to turn it all into insights, for more profitable actions and engagement. SCARE : We have gone from an information rich environment to complete data overload. There is so much information available today that we can’t work with it all, but we can ask better questions that can be answered by analysing this data.

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

C3Centricity

This means gathering qualitative information from key players from the board on downwards, at global, regional and market level. They then come back and share a multitude of findings and information that we should probably already have known! Analysing (more) Information.

The Health of the Contact Center: Are You Ready for 2019?

center staff to quickly make informed decisions about. necessary information to make fast and. informed decisions. 1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of.

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

C3Centricity

This means gathering qualitative information from key players from the board on downwards, at global, regional and market level. They then come back and share a multitude of findings and information that we should probably already have known! Analysing (more) Information.

How Well Do you Know Your Customers? 13 Questions your Boss Expects you to Answer

C3Centricity

The C3Centricity 4W Template is a great resource for storing all the information you have on your customer. Once you know who your competitors are, use the 4W Template again for each of the major ones and add information to it every time you learn something new about them. #4.

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eCornell Videos: Empowering Agents with the Right Information and Training

Brad Cleveland

Call Center Contact Center Customer Service Leadership Organization and Culture Videos Brad Cleveland empowerment leadership

NICE Inform: one thousand sites strong and counting

Customer Interactions

Recently, NICE announced that it has surpassed the 1000th NICE Inform installation mark. NICE Inform is a Next Generation 9-1-1-ready solution that enables emergency communications centers and other operations to capture and manage a wide range of multimedia incident information. NICE Inform brings these diverse multimedia information sources – voice, video, photos, text messages, Geographic Information Systems data, recorded CAD screens, etc.

Study: The Health of the Contact Center

center staff to quickly make informed decisions about. necessary information to make fast and. informed decisions. 1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of.