INDUSTRY INSIGHTS YOUR PEERS ARE READING
Keith has over 30 years of expertise in marketing, communications, event production, entertainment, and strategic leadership. From Like to Love. Inspiring emotional commitment from employees and customers. Shep Hyken sits down with Keith Alper to talk about his new book, From Like to Love. MORE
Does anyone else find it entertaining that in China they order American Take Out? To be honest, I’m not lovin’ McDonald’s food! However, I’m lovin’ their plans to overhaul their Customer Experience to regain the 500 million lost customer visits. MORE
Introduce New Starters with Your Best Entertainers. Building connections right on time with the best entertainers makes new specialists need to resemble them – as opposed to duplicating the most noticeably awful agents! MORE
Employees and volunteers alike were already using the organization's mission statement as a guide when serving customers: Preserve the historic USS Midway and the legacy of those who serve; Inspire and Educate future generations; and Entertain our museum guests. MORE
Toms shoes, for example, hopes to entertain its customers with an in-store virtual reality video that immerses them in a company trip to Peru to distribute shoes to children. Toms is hoping to entertain and inspire – both positive emotions that drive brand loyalty. MORE
Storytelling is a fantastic tool for entertaining and engaging both your customers and employees. I always say that Customer Experience is a journey, not a destination. After all, once you arrive, it is already time to refine your experience more. MORE
In both situations, you are going to spend more money than you thought you were going to for entertainment. You still have the $20 for entertainment in the mental budget. Imagine that you bought a ticket to see a play for $20. MORE
The bot didn’t just delight and entertain customers who were frustrated with their lack of sleep; it also provided the company with important information about their target customers (specifically, it collected a high volume of their mobile phone numbers). MORE
Instead, many institutions these days seem to be selling a pleasant and entertaining four-year vacation. What will become of higher education if the current trend continues – a race toward offering the most luxurious, entertaining and comfortable path to a degree – is unclear. MORE
About: Jesse Cole is the owner of Fans First Entertainment, who owns and operates the Savannah Bananas and the Gastonia Grizzlies. Doing the Opposite of Normal Can Lead to Better Customer Service. Shep Hyken Interviews Jesse Cole, Author of Find Your Yellow Tux. Do your “fans” come first? MORE
Have you ever lived through a major renovation project or lived through construction of a house or condo? I say “lived through” because it can be harrowing, on a #firstworldproblems level for sure, but harrowing nonetheless. MORE
The company needs to understand the benefits, and overall perceived value, customers seek in the entertainment experience. Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy. This blog represents two true stories of what happens, or can happen, to an organization when its key relied-upon key, single number (CSAT, CES, NPS, etc.) performance metrics flatline and, for all intents and purposes, have little or no granular actionability. MORE
You can debate the question but there is one indisputable fact: my entertainment has shifted to the cloud which is slowly becoming a dominant aspect of the future of work. A few weeks ago, I was heading home in a car with two of my friends. MORE
The result was an exchange that left the customer both satisfied and entertained, and quickly went viral. Great customer service is some of the most effective marketing your company can do. MORE
Chatbots using natural language processing (NLP) can conduct email or text conversations that promote add-on products, offer extended warranties or link to entertaining and educational videos. MORE
Also find a solution that’s fun and entertaining. Yes, fun and entertaining. As companies entice applicants with phrases like “telecommuting,” “remote work,” and “flex time,” it tasks IT departments with making this perk a reality. MORE
The idea behind gamification is quite simple: by applying game mechanics to tasks or functions that typically have no entertainment value, you provide people with motivation to partake in these tasks. In the work environment, gamification may be employed as a training tool or employee morale initiative and in turn, improve customer service experiences. MORE
Brad Matzinger, SeaWorld Parks and Entertainment. How will we top Interactions 2018? By leading the charge in industry trends. Raising the bar on the customer journey. And, of course, listening to what our customers tell us is most important to them. MORE
This is not enough to make entertaining posts or share images. The time of the customer, where customer delight, new trend. These days are ends with a simple time of service of satisfaction. Usually, customer delight requires more interaction and best communication. MORE
We entertained scenarios that predominantly favored ourselves, in our quest to achieve company targets for revenue, market share, and margin. Customer Centric Sales & Service Policies Lynn Hunsaker. MORE
We all know that Netflix is convenient, you just subscribe and your entertainment is waiting for you (often with pretty spot-on suggestions). Convenience has a significant influence on the outcome of your Customer Experience. MORE
Be sure to read our Ottawa Sports and Entertainment Group customer success story. In 1950, colour TV was invented. Two years later, the first Canadian Football League (CFL) championship game, the Grey Cup, is broadcast. Back then, the planet's population was a humble 2.5 billion. MORE
It’s not uncommon to experience the downstream effects of their faulty judgment while interacting with content produced by entertainment, e-commerce, and social media giants: Netflix recommended movie genres of no interest to viewers while hiding content more aligned with their tastes. MORE
But stories aren’t just useful tools for entertainment and customer engagement. Over the past few months, I’ve noticed that “storytelling” has become a hot marketing buzzword. MORE
The online services that we use today range from simple entertainment, to services that we are dependent upon to be able to perform our respective jobs. The online services that we use today are generally very reliable. MORE
educational and entertaining emails, asking for feedback, curated content). In 2017, United Airlines went viral when a passenger was forcibly removed in an overbooked flight. Despite its CEO’s apology, the overwhelming online backlash led to a 6.3% MORE
We want entertaining videos that make a point quickly; and we want systems that let us find and consume content with the click of a button." MORE
By making it entertaining while you deliver the usual safety demo, you surprise your Customers, and except the rare curmudgeon, you make them laugh. MORE
Deeper engagement may involve running fun social media competitions, offering customers interesting video content, or keeping them entertained throughout a customer experience. When you think of how artificial intelligence is being used in customer service these days, chatbots may come to mind. Indeed, chatbots have redefined the way in which customers interact with brands, helping consumers find answers more quickly and make purchases more seamlessly. MORE
He is also a legend in movies, entertainment, sports, and business. And he’s the Chairman and CEO of the multimedia Mandalay Entertainment Group. I just love quotes. MORE
Everyone is competing for the entertainment dollar, and the way that you get that dollar is through the experience.” – Josh Liebman. . Josh Liebman Encourages Running Toward Complaints, Not Away From Them. MORE
According to the YouTube Video , the family found the tech asleep on the couch in their entertainment room, using their son’s pillow for his head. And then the stories go viral or become the subject of well-produced and highly entertaining country song on YouTube. MORE
Companies in sectors such as medicine, technology, entertainment and others grew in Boston, Silicon Valley, San Francisco, LA, Seattle, Denver and elsewhere. Look at the past and present state of workers to map out the future. For more than a century, workers went where the jobs were. MORE
Shep's always an entertaining interview, and he shared lots of great examples and ideas. NYT bestselling author and customer service expert Shep Hyken has a new book coming out October 2, just in time for Customer Service Week. It's called The Convenience Revolution. MORE
Podcasts have become an excellent way to entertain yourself while commuting, traveling, or working out. We looked at a crop of podcasts that cover a range of business topics from law to real estate to accounting to making a profit. Here are our favorite business podcasts, in no particular order. Leadership & Management Customer Service Small Business & Entrepreneurs MORE
We all know that Netflix is convenient, you just subscribe and your entertainment is waiting for you (often with pretty spot-on suggestions). Convenience has a significant influence on the outcome of your Customer Experience. MORE
SeaWorld Parks and Entertainment operates 12 parks—some seasonal, others year-round—that welcome a steady stream of guests that include families, school groups, kids and adults of all ages. MORE
From retail to finance to entertainment, the technology can be used to target key customers with great accuracy—suggesting the right products and services to exactly the right people at optimal times. Artificial intelligence is transforming business practices across many industries. Indeed, many brands are turning to chatbots that are capable of deep learning, becoming smarter as they interact with customers and offering personalized solutions adapted to individual needs. MORE
Today, people don’t like to wait for anything, whether it’s dinner, entertainment, or online purchases. MORE
You can use creativity to add things to the surveys, such as gifs to make them more entertaining and enjoyable, which in turn will help boost your completion rates. About: Martin Powton is the Marketing Manager at Wizu , a company that creates engaging, entertaining and conversational surveys. MORE
utilities, entertainment and membership services, authenticate callers faster and increase their fraud-fighting ROI. Keeping up with effective authentication solutions to combat phone fraud and identify callers more efficiently is a growing challenge for contact centers around the globe. MORE
Featured Interview: Shep begins the interview by asking Bryan Eisenberg about the four secret ingredients to making a great presentation, which are: Provide entertainment – tell a story. Bryan Eisenberg Tells Us The Secrets of Amazon’s Success. How can your business be more like Amazon? MORE
Keith has over 30 years of expertise in marketing, communications, event production, entertainment, and strategic leadership. From Like to Love. Inspiring Emotional Commitment from Employees and Customers. Shep Hyken sits down with Keith Alper to talk about his new book, From Like to Love. MORE
Growing up my family made a weekly visit to the video store typically Fridays after school so we could pick up some entertainment for the weekend. As technology evolved so too did the location we visited to find our video entertainment. MORE
Entertainment Related Topics 
Abby Connect Virtual Receptionists
MAY 28, 2018
Podcasts have become an excellent way to entertain yourself while commuting, traveling, or working out. We looked at a crop of podcasts that cover a range of business topics from law to real estate to accounting to making a profit. Here are our favorite business podcasts, in no particular order. Leadership & Management Customer Service Small Business & Entrepreneurs
Win the Customer
JUNE 23, 2015
The idea behind gamification is quite simple: by applying game mechanics to tasks or functions that typically have no entertainment value, you provide people with motivation to partake in these tasks. In the work environment, gamification may be employed as a training tool or employee morale initiative and in turn, improve customer service experiences.
Beyond Philosophy
JANUARY 17, 2018
In both situations, you are going to spend more money than you thought you were going to for entertainment. You still have the $20 for entertainment in the mental budget. Imagine that you bought a ticket to see a play for $20.
Toister Performance Solutions
SEPTEMBER 20, 2018
Shep's always an entertaining interview, and he shared lots of great examples and ideas. NYT bestselling author and customer service expert Shep Hyken has a new book coming out October 2, just in time for Customer Service Week. It's called The Convenience Revolution.
Beyond Philosophy
JULY 19, 2016
Instead, many institutions these days seem to be selling a pleasant and entertaining four-year vacation. What will become of higher education if the current trend continues – a race toward offering the most luxurious, entertaining and comfortable path to a degree – is unclear.
Beyond Philosophy
JUNE 15, 2016
Toms shoes, for example, hopes to entertain its customers with an in-store virtual reality video that immerses them in a company trip to Peru to distribute shoes to children. Toms is hoping to entertain and inspire – both positive emotions that drive brand loyalty.
Beyond Philosophy
NOVEMBER 4, 2018
We all know that Netflix is convenient, you just subscribe and your entertainment is waiting for you (often with pretty spot-on suggestions). Convenience has a significant influence on the outcome of your Customer Experience.
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Taylor Reach Group
JULY 17, 2017
It’s not uncommon to experience the downstream effects of their faulty judgment while interacting with content produced by entertainment, e-commerce, and social media giants: Netflix recommended movie genres of no interest to viewers while hiding content more aligned with their tastes.
Beyond Philosophy
DECEMBER 25, 2017
Storytelling is a fantastic tool for entertaining and engaging both your customers and employees. I always say that Customer Experience is a journey, not a destination. After all, once you arrive, it is already time to refine your experience more.
Beyond Philosophy
NOVEMBER 4, 2018
We all know that Netflix is convenient, you just subscribe and your entertainment is waiting for you (often with pretty spot-on suggestions). Convenience has a significant influence on the outcome of your Customer Experience.
Call Center Coach
JULY 6, 2017
He is also a legend in movies, entertainment, sports, and business. And he’s the Chairman and CEO of the multimedia Mandalay Entertainment Group. I just love quotes.
TRUSTID
SEPTEMBER 16, 2018
utilities, entertainment and membership services, authenticate callers faster and increase their fraud-fighting ROI. Keeping up with effective authentication solutions to combat phone fraud and identify callers more efficiently is a growing challenge for contact centers around the globe.
Beyond Philosophy
JULY 31, 2017
But stories aren’t just useful tools for entertainment and customer engagement. Over the past few months, I’ve noticed that “storytelling” has become a hot marketing buzzword.
|
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inContact
AUGUST 21, 2018
Brad Matzinger, SeaWorld Parks and Entertainment. How will we top Interactions 2018? By leading the charge in industry trends. Raising the bar on the customer journey. And, of course, listening to what our customers tell us is most important to them.
inContact
OCTOBER 23, 2018
SeaWorld Parks and Entertainment operates 12 parks—some seasonal, others year-round—that welcome a steady stream of guests that include families, school groups, kids and adults of all ages.
ShepHyken
APRIL 24, 2018
You can use creativity to add things to the surveys, such as gifs to make them more entertaining and enjoyable, which in turn will help boost your completion rates. About: Martin Powton is the Marketing Manager at Wizu , a company that creates engaging, entertaining and conversational surveys.
ShepHyken
OCTOBER 16, 2018
Keith has over 30 years of expertise in marketing, communications, event production, entertainment, and strategic leadership. From Like to Love. Inspiring emotional commitment from employees and customers. Shep Hyken sits down with Keith Alper to talk about his new book, From Like to Love.
Beyond Philosophy
MARCH 22, 2017
Does anyone else find it entertaining that in China they order American Take Out? To be honest, I’m not lovin’ McDonald’s food! However, I’m lovin’ their plans to overhaul their Customer Experience to regain the 500 million lost customer visits.
inContact
MAY 18, 2017
Growing up my family made a weekly visit to the video store typically Fridays after school so we could pick up some entertainment for the weekend. As technology evolved so too did the location we visited to find our video entertainment.
Call Center Weekly
DECEMBER 19, 2017
We want entertaining videos that make a point quickly; and we want systems that let us find and consume content with the click of a button."
Beyond Philosophy
AUGUST 8, 2016
By making it entertaining while you deliver the usual safety demo, you surprise your Customers, and except the rare curmudgeon, you make them laugh.
Dialer 360
AUGUST 28, 2018
Introduce New Starters with Your Best Entertainers. Building connections right on time with the best entertainers makes new specialists need to resemble them – as opposed to duplicating the most noticeably awful agents!
ShepHyken
OCTOBER 16, 2018
Keith has over 30 years of expertise in marketing, communications, event production, entertainment, and strategic leadership. From Like to Love. Inspiring Emotional Commitment from Employees and Customers. Shep Hyken sits down with Keith Alper to talk about his new book, From Like to Love.
Dialer 360
OCTOBER 29, 2018
This is not enough to make entertaining posts or share images. The time of the customer, where customer delight, new trend. These days are ends with a simple time of service of satisfaction. Usually, customer delight requires more interaction and best communication.
ClearAction
DECEMBER 13, 2017
We entertained scenarios that predominantly favored ourselves, in our quest to achieve company targets for revenue, market share, and margin. Customer Centric Sales & Service Policies Lynn Hunsaker.
ShepHyken
OCTOBER 31, 2017
Everyone is competing for the entertainment dollar, and the way that you get that dollar is through the experience.” – Josh Liebman. . Josh Liebman Encourages Running Toward Complaints, Not Away From Them.
ProProfs Blog
OCTOBER 31, 2018
educational and entertaining emails, asking for feedback, curated content). In 2017, United Airlines went viral when a passenger was forcibly removed in an overbooked flight. Despite its CEO’s apology, the overwhelming online backlash led to a 6.3%
Liveops
NOVEMBER 2, 2018
Companies in sectors such as medicine, technology, entertainment and others grew in Boston, Silicon Valley, San Francisco, LA, Seattle, Denver and elsewhere. Look at the past and present state of workers to map out the future. For more than a century, workers went where the jobs were.
ShepHyken
JANUARY 9, 2018
About: Jesse Cole is the owner of Fans First Entertainment, who owns and operates the Savannah Bananas and the Gastonia Grizzlies. Doing the Opposite of Normal Can Lead to Better Customer Service. Shep Hyken Interviews Jesse Cole, Author of Find Your Yellow Tux. Do your “fans” come first?
Fonolo
OCTOBER 10, 2018
The bot didn’t just delight and entertain customers who were frustrated with their lack of sleep; it also provided the company with important information about their target customers (specifically, it collected a high volume of their mobile phone numbers).
ShepHyken
JUNE 6, 2017
Featured Interview: Shep begins the interview by asking Bryan Eisenberg about the four secret ingredients to making a great presentation, which are: Provide entertainment – tell a story. Bryan Eisenberg Tells Us The Secrets of Amazon’s Success. How can your business be more like Amazon?
VHT
OCTOBER 18, 2018
Chatbots using natural language processing (NLP) can conduct email or text conversations that promote add-on products, offer extended warranties or link to entertaining and educational videos.
Toister Performance Solutions
AUGUST 16, 2018
Employees and volunteers alike were already using the organization's mission statement as a guide when serving customers: Preserve the historic USS Midway and the legacy of those who serve; Inspire and Educate future generations; and Entertain our museum guests.
Beyond Philosophy
JUNE 20, 2015
The company needs to understand the benefits, and overall perceived value, customers seek in the entertainment experience. Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy. This blog represents two true stories of what happens, or can happen, to an organization when its key relied-upon key, single number (CSAT, CES, NPS, etc.) performance metrics flatline and, for all intents and purposes, have little or no granular actionability.
VHT
OCTOBER 11, 2018
Today, people don’t like to wait for anything, whether it’s dinner, entertainment, or online purchases.
VocalCom
AUGUST 6, 2018
Deeper engagement may involve running fun social media competitions, offering customers interesting video content, or keeping them entertained throughout a customer experience. When you think of how artificial intelligence is being used in customer service these days, chatbots may come to mind. Indeed, chatbots have redefined the way in which customers interact with brands, helping consumers find answers more quickly and make purchases more seamlessly.
Aspect
JULY 17, 2017
You can debate the question but there is one indisputable fact: my entertainment has shifted to the cloud which is slowly becoming a dominant aspect of the future of work. A few weeks ago, I was heading home in a car with two of my friends.
VocalCom
JULY 16, 2018
From retail to finance to entertainment, the technology can be used to target key customers with great accuracy—suggesting the right products and services to exactly the right people at optimal times. Artificial intelligence is transforming business practices across many industries. Indeed, many brands are turning to chatbots that are capable of deep learning, becoming smarter as they interact with customers and offering personalized solutions adapted to individual needs.
InGenius
JANUARY 10, 2018
Be sure to read our Ottawa Sports and Entertainment Group customer success story. In 1950, colour TV was invented. Two years later, the first Canadian Football League (CFL) championship game, the Grey Cup, is broadcast. Back then, the planet's population was a humble 2.5 billion.
Kayako
APRIL 18, 2018
The online services that we use today range from simple entertainment, to services that we are dependent upon to be able to perform our respective jobs. The online services that we use today are generally very reliable.
bold360 Blog
SEPTEMBER 6, 2018
The result was an exchange that left the customer both satisfied and entertained, and quickly went viral. Great customer service is some of the most effective marketing your company can do.
360Connext
AUGUST 14, 2017
Have you ever lived through a major renovation project or lived through construction of a house or condo? I say “lived through” because it can be harrowing, on a #firstworldproblems level for sure, but harrowing nonetheless.
Jive
AUGUST 3, 2018
Also find a solution that’s fun and entertaining. Yes, fun and entertaining. As companies entice applicants with phrases like “telecommuting,” “remote work,” and “flex time,” it tasks IT departments with making this perk a reality.
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