Beyond Philosophy

JANUARY 13, 2018

Colin Shaw and Professor Ryan Hamilton discuss how customers evaluate your organization. They do so buy looking at the interactions they have, but this is also affected by the ‘Halo’ that you project. What does this mean for your organization? How can you use this to improve your Customer Experience? Evaluate the people they are dealing with?

Customer Experience 199

Customer Experience 199

Myra Golden Media

JANUARY 13, 2018

If you find it difficult to get your customer to stop telling you the story of just how inconvenienced they were, or are, and to stop rambling on about the problem, it’s likely because the customer is stuck in the past. You’re going to have to reframe the issue in the customer’s mind. That is, you must strategically move your customer out of a past problem to a focus on the present so that you can offer a solution.

Customer Service 149

Customer Service Call Center 149

BetterXperience

JANUARY 13, 2018

I didn’t get a Christmas card from the head of IT – all the other VPs did. I was on his s**t list, and probably deserved it. We worked in 70 year old company, I wanted to run customer service like a start up right after a B round. He ran IT like the KGB. We were a match made in hell. I had a running list of initiatives in customer service and he always said no or it will happen some day.

Enterprise 54

Enterprise Contact Center Customer Service Technology 54