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
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
Unlike their predecessors, who use the internet mainly to source information, the research found that 86 percent of Gen Z rely on the internet primarily for social media and entertainment, demonstrating a marked shift from “inform me” to “entertain me.” 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
percent) followed by entertainment products, including speakers, TVs, and gaming consoles (25.2 More consumers than ever are sending back fully functioning electronic products. This No Fault Found phenomenon is costing companies a fortune – how can they address the issue of NFF returns? 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
I listened to the audiobook, and Michael Kramer delivered a superb performance – credible and entertaining. Every week I silo for three uninterrupted hours to invest in myself. MORE
It might surprise you that reducing stress and providing entertainment are two of the more significant ways that brands can inspire positive emotions. How to entertain and engage customers: Be genuine — use first names and real communicative language, not corporate-speak Be personalized — use CRM data to create connections Be unattached to a script — give call center agents the freedom to interact. MORE
Customer Engagement Avaya Avaya Sports and Entertainment fan engagementSensors in their jerseys, shoes, and helmets. Sensors in the turf, the goal box, race car, and golf club. MORE
Lisa Oswald is a customer experience (CX) advocate and Senior Vice President of Customer Service for Travelzoo, a trusted online publisher of travel and entertainment deals that places a premium. 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
BookMyShow is India’s largest entertainment ticketing portal today, launched in Aug 2007 as India’s first ticketing aggregator. Its primary focus has always been delivering the very best entertainment experience to its dedicated customers. Being the largest entertainment ticketing platform in India, needless to say, we take CX very seriously. Jennifer Parnell currently serves as the Deputy General Manager – Customer Engagement at BookMyShow. MORE
It proved to be an entertaining and worthwhile read, reminding those of us in customer experience (CX) and customer communications management (CCM) to think very hard about the reasons and ways we touch customers before we start touching them inappropriately (i.e., MORE
Turnkey Intelligence is an independent third-party research firm recognized, respected and trusted by the top entities in sports and entertainment. After doing its homework, the company chose Verint Enterprise Feedback Management as the critical foundation to solicit and capture feedback from more than one million sports and entertainment fans annually. MORE
Most importantly, we discussed the reasons people would want satellite radio — long commutes being a major factor, but also the entertainment value they receive while sitting in traffic for 60 minutes a day one way (104 hours a year!) Most of the clients served by Transparent BPO are U.S.-based MORE
In entertainment brands it can be seen as more contemporary, tied with the actual outcomes you get from the research process. Insights vs. Facts – the key to winning is knowing the difference!In In popular usage Insights is often a substitute term for Market Research.We all do it! 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
Xian’s entertaining and innovative antics were captured on video and went viral on social media. The SM Store in the Philippines is an exemplary example of the power of building a Common Service Language throughout an organization. MORE
What’s MISSING from market research for entertainment brands?What What are the roadblocks to being more engaging, and actionable?And And what to do about those falling response rates, and the same old surveys?I I call it the 5 SENSES OF FAN RESEARCH.1. Purpose2. Community3. Value5. 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
The technology promises to make our lives far easier, taking the stress out of traveling, make commuting time more productive and entertaining, while at the same time making our roads safer. The autonomous vehicle revolution is gaining momentum. MORE
My Comment: My friend Steve Curtin, fellow customer service expert, shares an entertaining story about a problematic experience at a hotel restaurant. Each week I read a number of customer service and customer experience articles from various resources. 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
If you're in the customer service and experience department, then you've probably heard all about gamification in the call center agents, as it boosts agent performance and engagement. 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
Qantas Talking Business is an inflight entertainment radio program. Listen to Ian Aitchison, CEO, Asia Pacific, discuss how COPC Inc. helps companies in Australia make better decisions about their customer experience operations. MORE
Sports fans are focused and engaged, with instant mobile access to info and entertainment. Customer Engagement Avaya Avaya Sports and Entertainment fan engagement Fan Experience MORE
After a fun-filled evening at the Rock of Ages show, Wednesday´s opening session kicked off with additional Las Vegas entertainment "NICE-style." Following some song and dance, three very impressive customers shared their stories with a packed audience. MORE
Most interests are sorted into broad categories like Lifestyle and Culture, People, or News and Entertainment. Crossing the Chasm Digital Disruption Dr. Natalie's Blog Facebook @constellationrg @drnatalie 839 million interested in love broad categories like Lifestyle and Culture Categories Constellation Research Donald Trump Facebook Ads tags Facebook Audience Optimization Capabilities natalie petouhoff or News and Entertainment people Preferred Audiences The Verge 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
There was a phrase that used to entertain me along these lines that said, “When somebody pats you on the back, they are looking for the place to stick the knife.” When I worked in the corporate world, people often asked me what I did all day. MORE
Ideas range from discerning trends we are currently unable to see and optimizing decision making to hundreds of other ways AI could make our lives easier is too tempting to not entertain. The promise of artificial intelligence is too attractive to ignore. MORE
We inform, entertain […]. Day four we’re talking about going beyond the stats. Tapping into those deep, emotional insights, at the heart of your fan relationships. Because marketing has moved on from shouting one-way messages. MORE
Opening on January 8 in Las Vegas at the Sands, Level 2, Halls A-D , the CES Smart Home marketplace will feature the latest innovative tech from vendors offering everything from security monitoring to smart appliances, lighting, window coverings, irrigation, entertainment systems and more. This session addresses the voice-first experience including adoption and crossover strategies in smart home and connected entertainment. 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
Customer Engagement Avaya Sports and EntertainmentI’ve always liked things in threes. Three stooges, Charlie’s Angels, the rule of three (suggests that when things come in threes, they are inherently funnier, more satisfying, or more effective than other numbers of things). 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
24 tips, each one with an entertaining GIF. Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 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 PlayVox
JUNE 26, 2018
If you're in the customer service and experience department, then you've probably heard all about gamification in the call center agents, as it boosts agent performance and engagement.
CSM Magazine
DECEMBER 5, 2017
Unlike their predecessors, who use the internet mainly to source information, the research found that 86 percent of Gen Z rely on the internet primarily for social media and entertainment, demonstrating a marked shift from “inform me” to “entertain me.”
Verint
JANUARY 23, 2018
Turnkey Intelligence is an independent third-party research firm recognized, respected and trusted by the top entities in sports and entertainment. After doing its homework, the company chose Verint Enterprise Feedback Management as the critical foundation to solicit and capture feedback from more than one million sports and entertainment fans annually.
Avaya
AUGUST 21, 2017
Sports fans are focused and engaged, with instant mobile access to info and entertainment. Customer Engagement Avaya Avaya Sports and Entertainment fan engagement Fan Experience
Avaya
JUNE 1, 2017
Customer Engagement Avaya Avaya Sports and Entertainment fan engagementSensors in their jerseys, shoes, and helmets. Sensors in the turf, the goal box, race car, and golf club.
Avaya
MARCH 1, 2017
Customer Engagement Avaya Sports and EntertainmentI’ve always liked things in threes. Three stooges, Charlie’s Angels, the rule of three (suggests that when things come in threes, they are inherently funnier, more satisfying, or more effective than other numbers of things).
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Cliizii
OCTOBER 15, 2018
In entertainment brands it can be seen as more contemporary, tied with the actual outcomes you get from the research process. Insights vs. Facts – the key to winning is knowing the difference!In In popular usage Insights is often a substitute term for Market Research.We all do it!
ForeSee
NOVEMBER 7, 2016
Lisa Oswald is a customer experience (CX) advocate and Senior Vice President of Customer Service for Travelzoo, a trusted online publisher of travel and entertainment deals that places a premium.
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.
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
Cliizii
JULY 30, 2018
What’s MISSING from market research for entertainment brands?What What are the roadblocks to being more engaging, and actionable?And And what to do about those falling response rates, and the same old surveys?I I call it the 5 SENSES OF FAN RESEARCH.1. Purpose2. Community3. Value5.
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Cliizii
JUNE 13, 2018
We inform, entertain […]. Day four we’re talking about going beyond the stats. Tapping into those deep, emotional insights, at the heart of your fan relationships. Because marketing has moved on from shouting one-way messages.
Beyond Philosophy
JULY 19, 2019
There was a phrase that used to entertain me along these lines that said, “When somebody pats you on the back, they are looking for the place to stick the knife.” When I worked in the corporate world, people often asked me what I did all day.
Topdown
JUNE 9, 2016
It proved to be an entertaining and worthwhile read, reminding those of us in customer experience (CX) and customer communications management (CCM) to think very hard about the reasons and ways we touch customers before we start touching them inappropriately (i.e.,
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."
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.
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.
Nuance
APRIL 10, 2019
The technology promises to make our lives far easier, taking the stress out of traveling, make commuting time more productive and entertaining, while at the same time making our roads safer. The autonomous vehicle revolution is gaining momentum.
Myra Golden Media
JANUARY 28, 2019
I listened to the audiobook, and Michael Kramer delivered a superb performance – credible and entertaining. Every week I silo for three uninterrupted hours to invest in myself.
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.
NICE Systems
JUNE 28, 2019
It might surprise you that reducing stress and providing entertainment are two of the more significant ways that brands can inspire positive emotions. How to entertain and engage customers: Be genuine — use first names and real communicative language, not corporate-speak Be personalized — use CRM data to create connections Be unattached to a script — give call center agents the freedom to interact.
ShepHyken
APRIL 8, 2019
My Comment: My friend Steve Curtin, fellow customer service expert, shares an entertaining story about a problematic experience at a hotel restaurant. Each week I read a number of customer service and customer experience articles from various resources.
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.
TechSee
JANUARY 2, 2019
Opening on January 8 in Las Vegas at the Sands, Level 2, Halls A-D , the CES Smart Home marketplace will feature the latest innovative tech from vendors offering everything from security monitoring to smart appliances, lighting, window coverings, irrigation, entertainment systems and more. This session addresses the voice-first experience including adoption and crossover strategies in smart home and connected entertainment.
Up Your Service
MARCH 11, 2019
Xian’s entertaining and innovative antics were captured on video and went viral on social media. The SM Store in the Philippines is an exemplary example of the power of building a Common Service Language throughout an organization.
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.
NICE Systems
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.
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.
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.
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.
pindrop
JUNE 26, 2019
Ideas range from discerning trends we are currently unable to see and optimizing decision making to hundreds of other ways AI could make our lives easier is too tempting to not entertain. The promise of artificial intelligence is too attractive to ignore.
Transparent BPO
JULY 9, 2019
Most importantly, we discussed the reasons people would want satellite radio — long commutes being a major factor, but also the entertainment value they receive while sitting in traffic for 60 minutes a day one way (104 hours a year!) Most of the clients served by Transparent BPO are U.S.-based
NICE Systems
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.
Beyond Philosophy
JANUARY 18, 2016
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.
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.
COPC
FEBRUARY 8, 2017
Qantas Talking Business is an inflight entertainment radio program. Listen to Ian Aitchison, CEO, Asia Pacific, discuss how COPC Inc. helps companies in Australia make better decisions about their customer experience operations.
ShepHyken
FEBRUARY 4, 2019
24 tips, each one with an entertaining GIF. Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.
Customer Guru
MARCH 7, 2018
BookMyShow is India’s largest entertainment ticketing portal today, launched in Aug 2007 as India’s first ticketing aggregator. Its primary focus has always been delivering the very best entertainment experience to its dedicated customers. Being the largest entertainment ticketing platform in India, needless to say, we take CX very seriously. Jennifer Parnell currently serves as the Deputy General Manager – Customer Engagement at BookMyShow.
TechSee
MAY 7, 2019
percent) followed by entertainment products, including speakers, TVs, and gaming consoles (25.2 More consumers than ever are sending back fully functioning electronic products. This No Fault Found phenomenon is costing companies a fortune – how can they address the issue of NFF returns?
Customer Interactions
JULY 7, 2015
After a fun-filled evening at the Rock of Ages show, Wednesday´s opening session kicked off with additional Las Vegas entertainment "NICE-style." Following some song and dance, three very impressive customers shared their stories with a packed audience.
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