ShepHyken

JULY 10, 2019

I first came across this idea in the book Moments of Truth by Jan Carlzon , which I consider one of the most important books written on customer service. How does that affect the customer’s opinion of the rest of the plane? Okay, maybe that seems a little farfetched. Here’s an example that’s not so farfetched.

Customer Service 321

Customer Service Customer Experience 321

ShepHyken

OCTOBER 28, 2020

It may have been Tim Sanders in his revolutionary book, Love Is the Killer App , who helped bring the word love to the forefront for leaders trying to build a stronger culture and create a better experience for their customers. If you truly love your people, love your customers and love what you do, it shows. Some still are.

Real estate 381

Real estate Personalization Marketing Customer Service 381

Anexa BPO

MAY 7, 2023

As biometrics continue to shape the passenger journey, it’s not farfetched to imagine travellers entering a biometric corridor en route to security, where their identities are verified while they walk, creating an environment where the passenger is unaware of being ID’d or scrutinized. They understand that “service” is a bona fide sales tool.

Transportation 52

Transportation Entertainment outsourcing Technology 52

Aspect

JUNE 30, 2017

When I look at the month of June’s customer experience highlights, I keep going back to Amazon’s acquisition of Whole Foods. But it’s really about customer service and technology innovation. Amazon has a reputation for stellar customer service and Whole Foods has a reputation for being out of touch with many shoppers.

Customer Experience 54

Customer Experience Chatbots Self service Technology 54

Clarabridge

AUGUST 17, 2017

This series will show you how new types of analysis aren’t so farfetched after all! The subtlety of meaning, emotion and intent are inevitably lost, jeopardizing your ability to relate to your customer. This pattern does not apply to Customer Experience Management or Customer Experience Analytics. Fair point.

Automotive 40

Automotive Engineering Analytics Feedback 40

C Space

MAY 11, 2020

Drest , the gaming app launched last fall by former Porter editor Lucy Yeomans, has launched a beauty partnership with makeup artist Mary Greenwell; users can now choose custom digital makeup looks for the 12 available avatars, which could already be dressed in fashion pieces. Today, the company has 160 fashion partners.

Advertising 52

Advertising Banking Marketing Sales 52

Clarabridge

SEPTEMBER 7, 2017

This series will show you how new types of analysis aren’t so farfetched after all! As you can imagine, being able to analyze any of these groups of terms would provide distinct value to customer experience analysis that goes beyond just analyzing the topics in your data.

Airlines 40

Airlines Engineering Surveys Customer Experience 40