Taylor Reach Group
JULY 4, 2018
Why would you want to retain a consultant? What can a consultant really bring to the table that can assist your center and your organization when you a looking at moving or establishing a new center? Seven Reasons You Need a Consultant’s Expertise When Selecting a Contact Center Location. Eliminates internal bias.
Beyond Philosophy
JANUARY 15, 2022
Not only that, but a recent report from the American Customer Satisfaction Index (ACSI) suggests that only 30 percent of companies tracked by ACSI improved their score—since 2011. In this episode, we talk with the Managing Director of the ACSI, David VanAmburg about what has been going on over the past ten years in Customer Experience.
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Beyond Philosophy
NOVEMBER 15, 2019
In other words, how do you manage the pricing in your firm? Focusing on pricing will help you manage your price image. If your job or part of your job involves managing prices, realize that this discussion is part of a broader idea. Managing prices by themselves are probably not going to be your end goal. 1 November 2011.
Beyond Philosophy
MAY 8, 2017
Back in 2011, Boston College performed an interesting study involving everyone’s favorite energy drink, Red Bull, and the behavior it evoked in study participants. Red Bull is far from being the only brand that manages its Customer Experiences from an emotional viewpoint. Follow Colin Shaw on Twitter @ColinShaw_CX.
Beyond Philosophy
FEBRUARY 19, 2019
Baker Retailing Center from 2011 to 2017, where she witnessed retail chaos firsthand. Also, they focus on operations, meaning they know how to get it to the store and manage inventory and supply chain. During her tenure, Kahn asked retailers to describe their idea of a great retailer. They said a good merchant.
ShepHyken
MARCH 21, 2017
Shep Hyken interviews award-winning training and development expert, international consultant and speaker, former VP of Ritz-Carlton Leadership and current Executive VP of Owner Experience at NetJets, Diana Oreck, about the traits that make for good customer service. And management at the Ritz-Carlton is fantastic, because they walk the talk.
Beyond Philosophy
NOVEMBER 10, 2014
Here are some of the most comprehensive facts and figures that I’ve come across: A recent study of the Value of Customer Experience amongst two $1 billion+ businesses published in Harvard Business Review (HBR) managed to quantify the effects of good customer experience. By comparison, the S&P 500 returned only $93, a 7-percent loss.
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