Beyond Philosophy

MAY 29, 2017

The latest news – Graco is recalling more than 25,000 car seats that might not adequately restrain children during a crash! The National Highway Traffic Safety Administration announced Wednesday that the webbing in the car seat failed to meet Federal Motor Vehicle Safety Standards. Surely this would be an absolute minimum requirement. This will no doubt cause great concern and worry among parents who believe they have invested in a safe and reliable product to keep their child safe.

Consulting 333

Consulting Consulting Customer Experience 333

ShepHyken

MAY 29, 2017

Each week I read a number of customer service and experience articles from various online 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. How good is your company’s internal customer experience? by Nicolas Maechler. (McKinsey & Company) To excel with customers, frontline employees need high-level service from core support functions.

Airlines 239

Airlines Customer Service Chatbots Customer Care 239

Influitive

MAY 29, 2017

When you’re looking for ways to improve your branding and reach with consumers, some of your most important assets are (literally) sitting right in front of you: your employee ambassadors. In some shape or form, all employees have interactions with customers, be it directly (sales and customer service reps) or indirectly (developers, fulfillment workers, and.

Brand ambassadors 76

Brand ambassadors Sales Customer Service Employee engagement 76

CSM Magazine

MAY 29, 2017

You may have great products but you can still have customer service problems caused by equipment failures or human error. While you can’t control external events, you can control what you say to upset customers. Certain phrases will serve to either diffuse or inflame. Here are my top ten worst things to say to unhappy customers (from least offensive to worst), along with tips for regaining trust. 10.

Management 65

Management Customer Service 65

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REVE Systems

MAY 29, 2017

Let’s look at some future changing roadmap: A recent tech survey report confirms that 67% of business people are using text messaging for business communications now days. In addition, 72% of business professionals prefer texting through messaging apps. Can you draw the future of enterprise communication? There is a saying by famous leadership theorist John Adair “ Communication is the sister of leadership ”.

Enterprise 52

Enterprise Healthcare Transportation Surveys 52

CSM Magazine

MAY 29, 2017

It has become a “knee-jerk” reaction today to come up with excuses or reasons why you couldn’t deliver an awesome customer experience. But the key is to… stop talking! . Employees are well armed today to do battle with any customer over why something didn’t work the way they wanted. It’s become the norm, not the exception to refute, excuse away, or simply deny the situation.

Customer Experience 40

Customer Experience Morale Sales Personalization 40

Amity

MAY 29, 2017

Sure, Customer Success Managers can do pretty much anything - they’re the real superheroes of SaaS. But there’s a price to pay for the “ duct tape ” approach to Customer Success: your processes are chaotic, manual, ad-hoc, they depend on people and relationships, and they’re usually not scalable. Automation empowers Customer Success Managers to do what they’re good at, so here are 10 quick tips to get started with Customer Success automation.

SaaS 52

SaaS Management 52

5CA

MAY 29, 2017

The average internet user has 5.54 social media profiles, and is actively engaging on 2.84 of those sites. ( Source ).

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