Mon.Mar 19, 2018

Customer unhappiness and how to create it. A masterclass by Emirates


Before I even start this article, I must make it clear that Emirates are not the only airline to make customers unhappy. In fact, they are far from being alone in any industry around the world at creating masterclasses in customer dissatisfaction.

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Are Moments of Truth Really Worth All The Fuss?

Steve DiGioia

how a single interaction can ruin the entire customer experience This original article was written by Steve DiGioia.

How to Write a Winning B2B Sales Letter in 7 Easy Steps


When selling to businesses, sales emails and letters are an effective way to pique corporate interest in your product. They aren’t as pushy as sales calls or as time consuming as presentations.

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5 Top Customer Service Articles For the Week of March 19, 2018


Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.

Best Practice Webinar: Conquering Attrition in the Contact Center

3 Imperatives to Engage and Retain Employees. Your frontline employees make or break your customer experience. Yet, attrition can mean delivering customer service with fewer and less-tenured employees, directly affecting your quality of service and forcing you to rethink your customer experience strategy. Join industry expert Lori Bocklund and Genesys experts to examine the root causes of contact center turnover. Learn how to conquer attrition with a hyper-focus on these key areas: Increase focus on coaching and development. Become more strategic in hiring and training. Discover new ways to engage your employees. Presented by. Lori Bocklund, President, Strategic Contact Inc. Cameron Smith, Global Director of Solution Strategy, Genesys. Steve Kosiba, Product Marketing Manager, Decisions & WFO, Genesys. March 21st, 2018 11 AM PST, 2 PM EST, 7 PM GMT. This webinar will be presented LIVE in North America! Not sure you have time to join the live session? Register anyway and we'll send you the recording afterward!

More Trending

Breakfast-N-Jam Sessions

Michel Falcon Experience

When you have a handful of employees it’s easy to remember people’s names and have a one-to-one relationship with your team, but as you get bigger, as your company starts to scale, in our case, me and my business partners have over 100 employees.


Conquering The World – Chatbots Gone Wild (Infographic)

CSM Magazine

We’re positive you’ll agree that chatbots have become a significant part of our everyday lives. Judging by the market situation today, it seems like chatbots are here to stay. Although chatbots aren’t being used to their full potential, the new millennium has brought a change for the better.


5 Ways to Empower Your Ecommerce Team to Deliver Smarter CX

Smarter CX

Did you know that the average S&P 500 company’s lifespan is less than 20 years ? Companies of all sizes are struggling to keep up with demanding customers and complex interactions while trying to seamlessly blend physical and digital customer experiences.


Delivering Customer Experiences that delivers Value


In any field, there are people who ‘claim’ to be good and then there are those that are actually good. The same holds true for businesses. You might think that your business is delivering great experiences to customers, but are customers actually finding value in it?

Study: The Health of the Contact Center

What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.

TTY Mystery Shopping: The Benefit Of MS For Hearing Impaired Individuals

Second to None

Regardless of the many differences that make up our society, brands need to strive to treat every individual interaction with a customer the same. Customers with hearing impairments deserve the same level of customer service as every other segment, and brands need to prove that they are willing to put forth an effort to provide this level of performance.


Communities Get Results—You Can’t Escape the Facts!


I recently participated in an escape room team-building exercise with several of my peers and executive sales leaders. For those not familiar with Escape Room, it is a physical adventure game in which players work to solve a series of puzzles and riddles using clues, hints and strategy to complete the objectives at hand. The objective at hand is often to find a specific object and then find the code or key to escape one or more rooms within a set time limit. Sounds fun and challenging, right?


4 Ways IoT Is Used To Foster A Better Overall CX

Second to None

Creating a leading Customer Experience requires utilizing every tool at your disposal. Every moment along the customer journey can impact the way customer’s perceive your brand, including moments in which there isn’t even a direct interaction with an employee. As the Internet of Things becomes more commonplace than ever before, customers have altered expectations than in the past. As a result, your brand leadership needs to create a digital platform that meets these expectations.


Survata Study Uncovers Most Memorable Brand Advertising Slogans


KFC “Finger lickin’ good” edges Kay Jewelers “Every kiss begins with Kay” for top spot. As covered by USA Today , Advertising and Market Research firm Survata today unveiled a top most memorable advertising slogans recognized by consumers. In a study of 3,286 U.S.


Customer Experience Transformation in Telecoms

Transforming CX: Critical success factors mobile operators are looking for.

Passenger Terminal Expo | 20.-22.2018

Happy or Not

March 20-22, 2018 | Stockholm, Sweden HappyOrNot is proud to join the world’s leading international airport conference and exhibition – Passenger Terminal Expo 2018. We will showcase our new Smiley Terminal and the latest addition to our product portfolio – Smiley Touch.