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”?

Policies 167

Policies Company Hotels Advertising 167

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

Policies 126

Policies Video Company Customer relationships 126

dscout People Nerds

JANUARY 28, 2021

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

Policies 67

Policies Connections 67

Myra Golden Media

MAY 23, 2021

When a customer refuses to comply with the policy, that’s a bait tactic. One of my sisters is a flight attendant. Yesterday we talked about her enforcing mask requirements on her flights.

Policies 68

Policies Government Travel Training 68

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

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

Policies 52

Policies Customer Centricity Sales Customer Experience 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?

Policies 58

Policies Government Airlines Loyalty Programs 58

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.

Policies 73

Policies Transportation Training Interaction 73

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.

Policies 75

Policies Contact Center Return on Investment ROI 75

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?

Policies 146

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?

Policies 131

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.

Policies 40

Policies Study Retail Employee Engagement 40

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.

Policies 52

Policies Social Media Data Knowledge Base 52

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.

Policies 63

Policies Call Center Guidelines Contact Center 63

Knowmax

JULY 31, 2020

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

Policies 52

Policies Management Customer Service Customer Experience 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

Policies 117

Policies Customer Service Customers 117

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.

Policies 52

Policies B2C Analysis Video 52

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?

Policies 92

Policies Airlines Transportation Course 92

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

Policies 59

Policies Loyalty Brands Management 59

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.

Policies 43

Policies Transportation Retail Social Media 43

ReviewTrackers

OCTOBER 17, 2019

Reviews

Policies 69

Policies 69

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.

Policies 35

Policies Fashion Retail Social Media 35

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.

Policies 102

Policies Guidelines Poor Customer Service Customer Satisfaction 102

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.

Policies 40

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.

Policies 40

Policies Transportation Retail Social Media 40

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.

Policies 28

Policies Brands Data Social Media 28

Optimove

MAY 7, 2020

The post The Carrot and The Stick – Recent Advertising Policy Changes by Google Are A Mixed Bag appeared first on Optimove. In 2017, I stood on stage at Optimove’s flagship customer event and forecasted that by 2027, all marketing would become relationship marketing.

Policies 52

Policies Advertising Competitive Advantage Consumers 52

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

Policies 86

Policies Culture Call Center Management 86

Win the Customer

FEBRUARY 3, 2014

87 percent of companies currently allow employees to bring their own devices to work. Have we finally overcome the fear of BYOD by seeing its real benefits? Technology

Policies 99

Policies Company Technology 99

Forrester's Customer Insights

DECEMBER 9, 2019

For better or for worse, my family is a customer of a large bank near my home. Once in a while I step in to the branch to update documents for my mother (she still likes to see her account balance in print), or some other such need. Here’s the kicker though: Every time I […].

Policies 26

Policies Banking Employee Experience Customer Experience 26

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

Policies 165

Policies Exercises Customer Service Customer Service Training 165

Smarter CX

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!

Policies 40

Policies Rewards Programs Retail System 40

Ecrion

MARCH 19, 2019

The world is changing, technology is changing, the wants and needs of your customers are changing, why not change your policy management system? Changing your policy management or core systems can be notoriously difficult. The Risk of an Insurance Correspondence Upgrade It should come as no surprise that any kind of insurance correspondence upgrade – or upgrading your insurance policy management system, for that matter – will have its own sticker shock.

Policies 40

Policies Insurance System omnichannel 40

Customer Bliss

NOVEMBER 29, 2018

This is a topic that comes up in my interview with Antoinette Taranto , Chief Customer Officer at The Colorado Department of Health Care Policy and Financing. The Department also invites folks from across their organization to attend meetings regarding things that are changing in the program, the policy, communications that are being sent out, and things they’re considering that may or may not go anywhere. How do you make health care more personal and customer-focused?

System 164

System Handbook Policies Engagement 164

Helen Dewdney

APRIL 6, 2021

Political policy was to transpose and not add anything. It has to be Government policy driving it, he says, as consumer power will not achieve it. After firstly saying it was terrible that he found himself agreeing with me so much (hehehe) he blamed Government funding and policy.

Policies 43

Policies Groups Consulting Report 43

Steve DiGioia

AUGUST 13, 2018

Customer Service 4 Ways to Stop Being a Business of No business of no company policyyou gotta be kidding with all these rules. This original article was written by Steve DiGioia. You took out a big loan to open your business; maybe even got a second mortgage on your home. Then, product and supplies were ordered on credit cards. You even convinced your spouse and kids to work there because there’s no money left for payroll. But you opened a “business of no”. What do I mean by that?

Policies 146

Policies Company Customer Service Customers 146

Lenati

JULY 15, 2020

Articles Customer experience Healthcare Business-to-Consumer Healthcare Marketing Healthcare policy Healthcare trendsConsumerism is rapidly becoming a driving force in healthcare.

Healthcare 69

Healthcare Survey Policies Industry 69