dscout People Nerds

JANUARY 28, 2021

Dana Chisnell explains why voting has never been safer (and more important) than it is today.

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Policies Connections 83

Steve DiGioia

OCTOBER 29, 2015

Your response… “ It’s against company policy ” for me to do that… Continue reading… The post I Don’t Care if it’s Against Company Policy appeared first on Steve DiGioia and was written by Steve DiGioia. Customer Interaction against compay policy company policythat's YOUR problem, not mine! This original article was written by Steve DiGioia. Have you ever walked into a store or been a guest at a hotel and had a problem that was “out of the ordinary”?

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Policies Company Hotels Advertising 166

Playvox

NOVEMBER 29, 2022

While the issue is not unusual, it’s easier to manage if you have a solid call avoidance policy in place. When you create the right policy, you’ll get call avoidance rates down — to the benefit of both your customer satisfaction metrics and your agents’ experiences.

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Playvox

NOVEMBER 1, 2022

But one thing many contact centers are missing is a remote work company policy. In our 2022 remote work study , we found that nearly all the respondents were offering hybrid or remote work arrangements, but only 34% had a policy in place to govern it. What Is A Remote Work Policy?

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Policies Contact Center Guidelines Average Handle Time 70

Speaker: Ashlee Aldridge - Reach Partners LLC | Bill Mirabito - Chameleon Collective | Ronak Shah - PSA Retail & CPG, Amazon Web Services | Wayne Teigen - Pivotree

Join this exclusive conversation with our expert panelists and learn how you can thrive as an e-commerce retailer - even when faced with adverse market challenges. Don't miss out; register today!

Retail

Customer Bliss

AUGUST 27, 2019

So, how about evolving your front line from acting as “policy cops” to being people who can do what they would do for their mom? ” How about evolving your front line from acting as 'policy cops' to being people who can do what they would do for their mom? Let policy and golden rule collide to accommodate your customers. #CX

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Policies Video Company Customer relationships 125

Optimove

AUGUST 29, 2022

“EULA” refers to the End User License Agreement and Terms of Service (the “EULA”) together with the Terms of Use for our website (the “Site”) and our Privacy Policy (collectively, the “Terms”), form a binding agreement between you and us when you use or access the Services, or develop an App on behalf of someone else. If you have questions about this Privacy Policy or our site in general, please contact us at privacy@optimove.com or call +972-3-672-4546.

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ClearAction

DECEMBER 13, 2017

Customer Centric Sales & Service Policies Lynn Hunsaker. For example, think of Zappos and LL Bean: for their customer-centric sales and service policies, they’ve earned widespread admiration among customers, as well as among executives across a variety of industries who’ve sought to learn from them. Do our sales and service policies show it? A new study by Consumer Reports lists the naughty or nice policies of 20 leading consumer companies. (By

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Forrester Digital Transformation

JULY 14, 2022

On July 6, 2022, The Travelers Property Casualty Company of America (Travelers Insurance) filed a suit in Illinois Federal Court against International Control Services, Inc (ICS) asking for policy rescission and declaratory judgment against ICS.

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Policies Insurance Travel Customer Insights 52

ClearAction

NOVEMBER 25, 2017

Do Customer Experience Policies Empower Growth? Do your policies set free your customers and your employees? Policies are designed to protect, but sometimes they disintegrate — rather than protect — customer relationships. Southwest Airlines is an outstanding example of rising above industry norms, charting its own course, and vowing to win customers’ hearts and customers’ cash through policies that set them free. Why does the policy exist?

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Policies Airlines Government Customer Experience 58

Advertisement

individual insurance policy for home, auto, or life. If Artificial Intelligence (AI) for the overall business is a red hot. topic in C-suites, AI for customer engagement is white hot. wonder professionals, who had removed AI from their resumes, are. scrambling to add it back in!

Contact Center

ProProfs Chat

AUGUST 19, 2020

Now, it would be wrong to say that such a big airline company did not have a devised structure of customer service policies. So how do you possibly take your service policies out of presentation slides and build your business culture around them? Customer Service Policies Can Backfire.

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Policies Customer Experience Guidelines Net Promoter Score 87

Storyminers

NOVEMBER 2, 2016

’ One way to look at it: a forced-upon-its-customers policy that requires users to contractually agree to be non-discriminatory in their selection and treatment of guests staying at their properties. Airbnb’s no-discrimination policy allows their marketers to more carefully define their core customers. Also, Community Commitment as a brand policy may actually heighten the customer experience. Will it work and what will the outcomes of this change in policy be?

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Policies Hospitality Insurance Customer Experience 146

Storyminers

NOVEMBER 2, 2016

’ One way to look at it: a forced-upon-its-customers policy that requires users to contractually agree to be non-discriminatory in their selection and treatment of guests staying at their properties. Airbnb’s no-discrimination policy allows their marketers to more carefully define their core customers. Also, Community Commitment as a brand policy may actually heighten the customer experience. Will it work and what will the outcomes of this change in policy be?

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Policies Hospitality Insurance Customer Experience 131

Customer Enthusiast

DECEMBER 8, 2017

And while it has nothing to do with policies, protocol, or signage, it has everything to do with desire. behavior commitment customer customer experience customs service desire performance policies signageThe other day I spotted a sign in a shared public restroom intended for restaurant employees.

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Policies Study Retail Employee Engagement 40

Talkdesk

SEPTEMBER 29, 2020

The post How much is your contact center security policy costing you? Information security is the most important but least discussed pillar of any contact center regardless of scope, size and industry.

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Policies Contact Center Return on Investment ROI 72

Myra Golden Media

MAY 14, 2021

Your employer must have a clear mask policy. Without a clear mask policy, customers will take liberties, argue, and you’ll be frustrated. If your company doesn’t have a clear mask policy, send them a link to this post because I’m about to spell it out for them.

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Policies Transportation Training Interaction 73

C3Centricity

OCTOBER 10, 2022

I’d like to start this post with a story. As you know, I published my book Winning Customer Centricity a few years ago. And being the customer centric champion that I am, I wanted to ensure that people could buy it wherever they were and in whatever format they preferred.

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Leadership Policies Exercises Training 191

CSM Magazine

MAY 25, 2022

A lone worker policy is an official written document that outlines the dangers that are experienced by lone working personnel as well as the duties of both the employer and employee in ensuring that lone workers may operate in a safe environment.

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CSM Magazine

NOVEMBER 11, 2020

With so much data being exchanged and collected by all sorts of companies while people are surfing the Web, the importance of Privacy Policies are becoming more evident to everyone. Let’s explain what Privacy Policies are encompassing and why it’s important to read these important documents.

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Policies Social Media Data Measurement 52

Customers That Stick

OCTOBER 7, 2015

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us. Customer Service Blog

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Policies Customer Service Customers 117

Talkdesk

DECEMBER 2, 2019

Add in security concerns and there is much to consider when creating a cell phone policy for agents in the contact center. Do nothing — It’s akin to not having a sick leave policy. It’s often best to start with a moderate policy, then assess behavior and tighten the rules if needed.

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Policies Call Center Guidelines Contact Center 54

Beyond Philosophy

AUGUST 27, 2015

Apparently, Uzbekistan Airways’s new fattist policy will direct their passengers to a weigh in station at the departure gate. and flying a lot for business, I am likely to be a little more sensitive about this policy. A weigh in policy is the height of insensitivity. This policy is just another form of discrimination. If airlines need to introduce more obnoxious policies to make money why not add fees for bad flight behavior?

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Policies Airlines Transportation Course 92

Knowmax

JULY 31, 2020

Simplify Customer Service Policies With Advance Knowledge Management. Customer Experience agent experience Agent Learning

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Policies Management Customer Service Customer Experience 52

Pretium Solutions

AUGUST 28, 2013

Sarah shares a recent personal experience to demonstrate how important it is for companies to take a good hard look at their policies and procedures through the lens of the customer experience. Here is a policy that is not only customer un-friendly but also creates an inconvenience and cost to the retailer. A smart, customer-focused agent was painfully hamstrung by corporate policies. but company policy and procedures stood in his way.

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Helen Dewdney

APRIL 6, 2019

ASOS has changed its returns policy. In a move that some might consider to be customer unfriendly, it has made significant changes to its returns policy. ” In addition to cracking down on serial returners, Asos’ new returns policy will allow shoppers to return unwanted purchases up to 45 days from point of purchase rather than 28. Online retailer tackles perceived abuse by online customers. ASOS changes in terms and conditions.

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Policies Fashion Retail Social Media 38

The DiJulius Group

OCTOBER 21, 2014

Policy can kill your brand – Policy is a bad word. Customers hate hearing the words, “Our policy is…” and even worse, employees love to use it as a crutch. One of the biggest contributors to the Customer service crisis is management’s paranoia that Customers are out to take advantage of them. This leads to […]. Customer Service

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Policies Groups Loyalty Brands 55

Win the Customer

OCTOBER 5, 2016

It should be obvious that how you treat your customers is a vital factor in business success, yet many companies become so focused on implementing their policies and procedures that customer satisfaction can get overlooked. No matter how air-tight and comprehensive you think your policies are, emphasize a personal approach to sales, customer service, and anyone else who interacts with the public.

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Policies Guidelines Poor Customer Service Customer Satisfaction 101

Forrester Digital Transformation

NOVEMBER 2, 2021

The future of work happens in a world of continuous change, with multiple shocks repeatedly challenging leaders to adapt. The pandemic is no exception: What leaders of US companies thought about COVID-19 in May 2021 was upended by a cluster of new, disruptive pandemic developments by midsummer.

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Policies Customer Insights omnichannel Ecommerce 52

Pretium Solutions

AUGUST 28, 2013

Sarah shares a recent personal experience to demonstrate how important it is for companies to take a good hard look at their policies and procedures through the lens of the customer experience. Here is a policy that is not only customer un-friendly but also creates an inconvenience and cost to the retailer. A smart, customer-focused agent was painfully hamstrung by corporate policies. but company policy and procedures stood in his way.

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Policies Transportation Retail Social Media 40

Pretium Solutions

AUGUST 28, 2013

Sarah shares a recent personal experience to demonstrate how important it is for companies to take a good hard look at their policies and procedures through the lens of the customer experience. Here is a policy that is not only customer un-friendly but also creates an inconvenience and cost to the retailer. A smart, customer-focused agent was painfully hamstrung by corporate policies. but company policy and procedures stood in his way.

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Policies Transportation Retail Social Media 40

ReviewTrackers

OCTOBER 17, 2019

Reviews

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Who's Your Gladys?

DECEMBER 2, 2014

Two things that are extremely important to me are coffee and walking my dogs. Coffee keeps me functioning and my dogs keep me walking, aka getting the exercise I need to stay healthy. Unfortunately, over the last few months, both my coffee maker and my walking shoes have given me major trouble. Customer Service Dissatisfied customer Lori Jo Vest Who''s Your Gladys? customer service article customer service training defective product returns

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Policies Exercises Customer Service Customer Service Training 165

AWS Machine Learning

SEPTEMBER 20, 2022

You now have a default data retention policy of 5 days for the Athena query output, and you can change this to meet your organization’s data security requirements. Behind the scenes, Data Wrangler attaches an S3 lifecycle configuration policy to that S3 location to automatically clean up.

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Policies Data Banking Analysis 69

Qualtrics

AUGUST 17, 2021

Tech workers ranked masks and vaccine mandates as the top policies that would make them feel safe when returning to the office. The post New Research: Vaccine policies may determine whether employees stay or go appeared first on Qualtrics.

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Policies Government Travel Retail 41

Win the Customer

JULY 2, 2015

Oftentimes, employees do not take time off because an employer’s PTO policies need improvement. This is something that can end up costing the business in the long run. Paid time off (PTO) is an important way for businesses to invest in employee satisfaction and decrease unexpected absences. However, despite most full-time U.S. workers earning paid […]. Call Center Customer Service Management

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Policies Culture Call Center Management 84

Forrester's Customer Insights

JANUARY 15, 2021

My father told me once, “If you see something wrong happening in the world, you can either do nothing, or you can do something” And I already tried nothing.

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Oracle

JULY 30, 2018

When it comes to your company’s return policy, when is it time to say that enough is enough? a customer experience podcast series, hosts and CX experts Joey Coleman and Dan Gingiss discuss the unique ways that brands deal with customers who take advantage of their return policies. So how does a brand build a fair return policy when the vast majority of customers benefit, yet a small percentage exploit it? Adapted advice from the Experience This!

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Optimove

OCTOBER 2, 2020

This time, we got some new data on the influencer industry, and a head2head debate on the right type of return policy. H2H DEBATE: Flexible vs. Strict Return Policy. The post Watch: Flex or Strict Return Policy, Influencer Data, and CRM Analysis appeared first on Optimove.

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Forrester's Customer Insights

AUGUST 18, 2021

Technology is central to nearly every aspect of our lives. Never more so than in the post-COVID world we’re all stumbling towards. For individuals it’s the key to maintaining connection with family and friends. For employees it’s the basis for communication, collaboration and productivity.

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