Beyond Philosophy

SEPTEMBER 5, 2014

'Managing your relationships with your employees is a challenging task. As a career manager myself, at one time as a manager of 1000s of employees for British Telecom, I have learnt a thing or two over the years. Including, as it were, what NOT to do. I read that the secret to relationships of any kind is to be truthful and keep your commitments. I like the simplicity of this.

Employee engagement 199

Employee engagement Customer emotions Customer centricity Customer Experience 199

Kristina Evey

SEPTEMBER 3, 2014

'Improving customer service requires the fine art of working with frustrated and upset customers. We’ve all had them. We all know the principle that if you can successfully turn around an upset customer, they’ll be more loyal to your company than if they never had an issue at all. . . But in the heat of the moment, what is the best way to connect with them to calm them down so that you can help them?

Customer Service 111

Customer Service 111

ijgolding

SEPTEMBER 1, 2014

'Smiling – we all do it. Some of us do it more than others, but it is very likely that we will all smile at some point today. There are actually some very interesting facts about the facial expression we take for granted: Forcing yourself to smile can improve your mood. Smiling boosts your immune system. Smiling is contagious. Smiling relieves stress.

Employee engagement 108

Employee engagement Customer Experience 108

ForeSee

SEPTEMBER 4, 2014

'For over 10 years, ForeSee has been measuring and reporting on citizen satisfaction with the digital government experience. In that time, we’ve seen technology evolve – and with that comes. The post Digital Government Best Practices for Meeting the Expectations of Today’s Multichannel, Multi-Device Citizens appeared first on ForeSee.

Multichannel 68

Multichannel Government Best practices Technology 68

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Beyond Philosophy

SEPTEMBER 5, 2014

'Managing your relationships with your employees is a challenging task. As a career manager myself, at one time as a manager of 1000s of employees for British Telecom, I have learnt a thing or two over the years. Including, as it were, what NOT to do. I read that the secret to relationships of any kind is to be truthful and keep your commitments. I like the simplicity of this.

Employee engagement 150

Employee engagement Customer emotions Customer centricity Customer Experience 150

Comm100

SEPTEMBER 5, 2014

The advent of social media has had a huge impact on the customer service industry. Not only can people go directly to companies and get quick feedback on their questions and problems, but they can also call out businesses in a public forum, making it all the more important for their questions to be answered quickly and efficiently. Here are nine tips on how to offer the most effective customer service on social media.

Customer Service 45

Customer Service Airlines Personalization Accountability 45

Customer Interactions

SEPTEMBER 4, 2014

'Every year, 911 operators receive 240 million calls, many of which save lives. But it’s not always possible or safe to call. A new ruling by the FCC offers citizens more ways to contact 911 by mandating that all wireless carriers and some message services support Text-to-911 by the end of the year. In life or death situations, this option can be invaluable.

Wireless 34

Wireless Telecommunications voip Call Center 34

CX Journey

SEPTEMBER 4, 2014

'I originally wrote today''s post for InsideCXM , where it was published on April 2, 2014. I have modified the post slightly since then. Do your employees have a clear line of sight to your customers? First, what does "line of sight" mean? In a nutshell, it''s the straight line between you and your target. In this case, the target is the customer and the customer experience.

Journey mapping 64

Journey mapping Customer centricity Customer Experience Feedback 64