Sat.Aug 09, 2014 - Fri.Aug 15, 2014

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5 Tips to Being a Customer Experience Rock Star

PeopleMetrics

'In an effort to discover the experts within our clients’ companies that truly understand customer experience, we used customer feedback to identify those individuals who consistently deliver an exceptional customer experience. In 2011, we launched our first annual Brand Ambassador Awards to recognize these outstanding individuals. After discovering who the best of the best are, we picked their brains to discover why they are the best of the best.

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3 Secrets to Virgin Atlantic’s Awesome Customer Service

Win the Customer

'Last week I had the opportunity to fly with Virgin Atlantic. I’ve become an addict of their sister airline, Virgin America, and was relishing the opportunity to see how the international service compared. Like most savvy business travelers, I packed my carry-on with cleverly matched outfits that would last me the week I’d be away, […].

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Book Review – Delivering Effective Social Customer Service: How to Redefine the Way You Manage Customer Experience and Your Corporate Reputation

ijgolding

'It is impossible to ignore the fact that customer service has gone all social on us. Our obsession with Facebook, Twitter, Google+, Instagram and more has led to the humble consumer actively seeking to interact with companies via social networks. Although this is a fact, there are still many organisations who are yet to understand how to manage this new ‘channel’ particularly well.

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Customer Service – One of the Biggest Mistakes to Avoid

Kristina Evey

'What is one of the biggest mistakes companies make in their customer service efforts? Not asking for or not encouraging customer feedback. The customers are the people keeping you in business. Listen to them. Many of us go about our day and do business with our usual vendors day in and day out. Or, maybe we are one of those 70% who leave because we don’t like the service and find someone who does treat us better and we like the overall experience enough to stay until we find someone else.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

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Unbelievable Comcast Customer Call and What You Can Do About It

PeopleMetrics

'Social media. Like most people in business, you probably fall in one of these camps: absolute adoration or total apathy. But, one day, a customer service disaster could explode and go viral. Why me? Why my company? This one customer service call is going to ruin my brand! I’ve worked so hard to build it the right way, and why, oh, why did this one employee do that one thing?!

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‘More than just the product’ – the evolution from product centric to customer centric

ijgolding

'I recently read an interesting article about book stores. The very first sentence of the article stated: ‘Independent bookshops need to make readers feel special in order to compete in the internet age, say book trade experts’. You would find it hard to disagree with the statement. The number of Bookstores physically present on UK high streets have fallen to less than 1000 in 2014 – down over a third in the last ten years.

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5 Things You Must Know About Your Customer For Success

Amity

5 Things You Must Know About Your Customer For Success. Thanks to an article authored by Douglas Burdett, I not only discovered the 5 things I must know about my buyer persona to generate leads , but I was also introduced to Adele Revella, the Buyer Persona Institute and an incredible wealth of education and knowledge found on their website and blog.

SaaS 48
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Five Key Physical Security Trends to Watch

Customer Interactions

'Dr. Bob Banerjee, Sr. Director of Training and Development, NICE Systems Sunil Jose, Product Manager - Operations Surveillance, Baker Hughes Steve Tangert, Associate Product Marketing Manager Bosch Security Systems, Inc. What are some of the hot button trends shaping the security industry? Some may surprise you. Take for example video. Historically, the most common way that organizations used video forensically was after an incident took place.

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All This Aggravation Ain't Satisfactionin' Me

CX Journey

'A little less conversation and a little more action makes Elvis - and your customers - happy campers. Yup, Elvis! He''s my latest inspiration. Actually, I''ve been sitting on this one for a while, waiting for the right moment or topic to come up in order to incorporate this Elvis song into a blog post. The song? A Little Less Conversation. Specifically, the chorus goes like this: A little less conversation, a little more action, please All this aggravation ain''t satisfactionin'' me A little mo

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions

💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!

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Social Media Presence vs. Social Media Customer Care

Brad Cleveland Blog

According to ICMI’s recent research report The Normalization of Social Customer Care, 73% of organizations report having a social media presence, but only 39% formally support it as a customer care channel. That leaves 34% of organizations with a presence, but without customer care for social media. Is your organization part of the 34%? If so, check out this video.

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Social Media Presence vs. Social Media Customer Care

Brad Cleveland Blog

According to ICMI’s recent research report The Normalization of Social Customer Care, 73% of organizations report having a social media presence, but only 39% formally support it as a customer care channel. That leaves 34% of organizations with a presence, but without customer care for social media. Is your organization part of the 34%? If so, check out this video.