So, what is the future of work?

Aspect

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.

Awesome Quotes from Call Center Week

Call Center Coach

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.

Trending Sources

Avoiding Bot Biases in Customer Experience

Taylor Reach Group

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.

Skate Where the Puck is Going to be: Adapt with Changes to Thrive

inContact

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.

The New Essential Business Skill: Storytelling

Beyond Philosophy

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.

What Millennials Expect from Online Customer Service

Return Customer

They consistently engage with followers by asking questions, running competitions and posting attractive, interesting and entertaining photos and videos. Millennials are estimated to have a combined purchasing power of $2.45 trillion globally this year. It is only fair that they expect retailers to try and understand what they want. Millennials spend a great part of their time on the internet, not just to learn, communicate and organise their social lives but to shop too.

8 Worst Mistakes You Don’t Want to repeat!

Beyond Philosophy

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.

How to Leverage Six Sigma to Improve Customer Experience

inContact

Don’t be afraid to start – read a book, peruse an article, or get inspired by an entertaining blog post. For many years I have been a practitioner of both customer experience (CX) and Six Sigma , so I can personally speak to the unmatched advantages of bringing these two disciplines together.

How to Create Your Punch List for Quick CX Wins

360Connext

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.

Amazing Business Radio: Bryan Eisenberg

ShepHyken

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?

Nancy Friedman: 7 Steps to Satisfied Customers

Bill Quiseng

Named by meeting planners as one of their “favorite speakers” by Meetings and Conventions Magazine, she has a natural gift for entertaining an audience that will engage and inspire every attendee to deliver a better customer experience.

5 Top Customer Service Articles For the Week of May 1, 2017

ShepHyken

My Comment: Not only is this article filled with important information about how to focus on the customer experience (CX), it is also entertaining. 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.

Technical Competence & Organisational Clarity – The two pillars of Customer Centric Leadership

ijgolding

However, before Stephen was prepared to confirm the reservation, he wanted to know whether or not there would be any festive entertainment on offer. After a protracted conversation, the restaurant manager was summoned – he proceeded to describe the entertainment programme in great detail.

Are you Lovin’ or Hating McDonald’s New CX?

Beyond Philosophy

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.

5 Things You Can’t Forget about CX During the Vacation Season

Beyond Philosophy

By making it entertaining while you deliver the usual safety demo, you surprise your Customers, and except the rare curmudgeon, you make them laugh.

5 Top Customer Service Articles For the Week of July 11, 2016

ShepHyken

One of my favorites is the convenience fee that’s levied when ordering concert or other types of entertainment tickets online. Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week.

Top 10 must-read books on Innovation

hackerearth

The Myths of Innovation by Scott Berkun With this book, American author and speaker Scott Berkun “methodically and entertainingly dismantles the clichés that surround the process of innovation” as the author of Dreaming in Code , Scott Rosenberg, says.

Understanding the Cost of Not Doing (the Right) Personas

CX Journey

The fiction isn’t meant to be entertaining; it’s meant to provide insight that helps marketers understand their buyers as real people with concrete motivations, desires, and needs. Image courtesy of nicolasnova Today I'm pleased to share a guest post by Raviv Turner.

ICUC 2016 Checklist to Help Transform Your Experience

inContact

Get ready for one of the most incredible parties inContact has ever thrown—dinner in the Universal CityWalk™ entertainment complex followed by dessert, rides and entertainment at The Wizarding World of Harry Potter™ – Hogsmeade™. We are officially less than one week away from our biggest event this year, ICUC 2016 ! As time starts ticking away until your arrival in Orlando, we’ve created a checklist for you.

Posh Pools and Easy A’s: Students as Customers in Higher Education

Beyond Philosophy

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.

Guest Blog: Stop Wasting Money!

ShepHyken

With a warm, witty and wonderfully entertaining style, Warwick Merry brings creative energy to events.

Emirates Vs Etihad – Customer Experience Review

ijgolding

Firstly the entertainment system – both airlines have them – the entertainment on them is almost identical. The headphones on Etihad were a class above – far more comfortable and worked perfectly – it made for a much more enjoyable entertainment experience.

Guest Blog: Create Amazing Impacts with 15 Minutes and 15 Dollars or Less

ShepHyken

Andy Masters, MA, CSP is author of the award-winning book “Kiss Your Customer: 77 Reasons Why Sales & Service Are Just Like Dating & Relationships,” and presents entertaining programs on leadership, sales/service and personal development topics.

Engagement and Culture are Related, But Different

CX Journey

Image Credits: “ I am the entertainer. ” Today I''m pleased to share a guest post by George Jacob of PeopleMetrics. As companies focus inward to understand how to achieve their customer experience goals, the term “engagement” is often used interchangeably with “culture.” It’s understandable.

Making the Most of Workforce Optimization – An Agent Lifecycle Perspective

inContact

The selection step is also time-sensitive as many candidates will entertain competing offers if they feel the process is taking too long or they get no feedback on where they are in it. Guest blog post from our friends at HireIQ. While contact center technology has evolved significantly over the last thirty years or so, the practice of Workforce Optimization (WFO) has been around almost as long as contact centers have.

The big ‘Wi-Fi’ conundrum: a way to make money or a way to give customers what they need?

ijgolding

We need W-Fi for work; at school; to order our shopping; to control our heating; to stream our entertainment – it literally is an essential part of day to day living.

Loving Suppliers for Customer Experience Excellence

ClearAction

As a customer-centered company you hope your customers will entertain the idea of nurturing a long-term relationship with you. Loving Suppliers for Customer Experience Excellence. Is it possible to be the darling of your customers, yet the opposite to your suppliers?

Never rest on your laurels (or your brand name)! How the Waldorf Astoria can serve as a lesson to all!

ijgolding

Like the Greats of Hollywood, entertainment and international politics before you, experience stately elegance and exceptional service at the legendary Waldorf Astoria New York.

Explaining the power of customer expectation: stories of splashing sinks, free tea and broken curtains!

ijgolding

Retreat to surprising, sensory environments where amplified entertainment, vibrant lounges, modern guestrooms and innovative cocktails and cuisine create more than just a hotel experience, but a luxury lifestyle destination. Last week was as manic as they get for me.

Teri Yanovitch: Everything Speaks!

Bill Quiseng

Using the entertainment analogy of “onstage” and “offstage”, cast members are constantly reminded the importance of recognizing they are “onstage” every time they step into a guest area.

Amazing Business Radio: Scott McKain

ShepHyken

The purpose of entertainment is to create the desired emotional response from the audience. Scott McKain Talks About How to Stand Out in a Hypercompetitive Marketplace. Show business is a multi-billion dollar (and thriving) industry.

FANS or CUSTOMERS? Which do you need to have a sustainable business? The sad story of Leyton Orient Football Club

ijgolding

I thought football was enjoyed (or endured) by all as a form of entertainment. As a young boy growing up in London, and with a football loving father, I had the pick of a number of world famous clubs to become a fan of.

‘The ‘e’ in easyJet does not stand for empathetic’ – the real cost of sticking to the rules!

ijgolding

The package holiday is one way around that – leveraging a specialist travel company to plan the major elements of the holiday (transfers; flights; accommodation; entertainment) – is one way of making the customer journey slightly easier. The summer holidays are upon us.

Raving Fans vs. Fairweather Fans

CX Journey

The final score isn''t the only thing that matters to fans; there are four other factors that come into play when they calculate their loyalty score: Pure Entertainment : How exciting is their game? Image courtesy of afagen Are your customers raving fans or fairweather fans?

Guest Blog: An Unlikely Business Makeover

ShepHyken

There are fresh cut flowers, area rugs, and a cute children’s play area to entertain the young ones while parents conduct their business. This week we feature an article by Josh Linkner about the DMV, The Department of Motor Vehicles, experience.

Recapping the 2017 ICMI Contact Center Conference

Customer Service Life

Shep Hyken dazzled and entertained us with a variety of magic tricks that I still can’t wrap my mind around. Ruth McCullen and Jeremy Watkin had the pleasure of having Virginia from Kingman Ink draw as we helped contact center leaders tell better stories.

McKinsey Thinks Bland, Generic Loyalty Programs Are Killing Business – And They May Be Right!

Beyond Philosophy

Similarly, Caesars Entertainment has rich databases on its high-rolling program members. Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy.

When B2B and B2C Key Performance Metrics Flatline….

Beyond Philosophy

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.

Women in Technology: Announcing Our First Unsung Hero

Aspect

The resort group offers a wide array of amenities including restaurants, water parks and tons of other water features, large arcades and entertainment centers, and much more.