The Benefits of Creating an Entertaining Customer Experience with Gamification

PlayVox

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.

How Hospitality and Entertainment Brands Can Future-Proof the Guest Experience

inmoment

Last week, I led a roundtable discussion at the Future Guest Experience 2019 conference, where I had a chance to chat with executives and CX experts who are searching for ways to future-proof their guest experiences. One of the biggest challenges that I’ve seen businesses face today is creating experiences that are both consistent and memorable.

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Gen Z Rely on the Internet Primarily for Social Media and Entertainment

CSM Magazine

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.”

How to Create a Modern Stadium Fan Experience with a Digital Identity

Avaya

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

Technology for 21st-Century, Experience-Driven Sports Fan Engagement

Avaya

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.

As Avaya Stadium Turns Three, Avaya Kicks Up its Fantastic Fan Experience

Avaya

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).

Tips: how to manage customer support in a crisis

5CA

With people stuck at home and shops closed, several industries, such as e-commerce, streaming entertainment, and gaming, are experiencing hyperactivity. Another thought piece on how COVID-19 is re-shaping life as we know it and what can we learn from it going forward.

Put Some Fun Into Serious Business

ShepHyken

He shared how he’s seen businesses take something that is either really boring or very serious—or both—and make them entertaining. The other day I was talking to my friend and fellow customer experience (CX) expert, Dan Gingiss.

VoC Leaders: How Travelzoo uses CX data to make smarter decisions (video)

ForeSee

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.

Insights vs Facts

Cliizii

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!

Facebook Audience Optimization Capabilities: What Does it Me To You?

Natalie Petouhof

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

7 Business Podcasts You Need To Start Listening To

Abby Connect Virtual Receptionists

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

The 5 Senses of Fan Research

Cliizii

What’s MISSING from market research(Fan Research) for entertainment brands? What are the roadblocks to being more engaging, and actionable? And what to do about those falling response rates, and the same old surveys? I call it the 5 SENSES OF FAN RESEARCH. Purpose 2. Community 3. Fun 4.

The 5 Senses of Fan Research

Cliizii

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.

The De-Evolution of a Business

ShepHyken

This pattern mirrors one found in the entertainment business—the four stages of an actor. Not long ago I was with my friend, Nelson Griswold. He shared with me a phenomenon he referred to as the de-evolution of a business.

Day 4 World Cup Fever Marketing Tips

Cliizii

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.

Mobile Technology and Gaming Create Better Customer Experiences

Win the Customer

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.

501 Ways to Roll Out the Red Carpet for Your Customers by Donna Cutting (a One Win Book Review)

Customers That Stick

You’ll find examples from a variety of fields, from healthcare, banking, and entertainment to small. In this One Win Book Review, we take a look at 501 Ways to Roll Out the Red Carpet for Your Customers by Donna Cutting.

Are Your Customer Communication Touchpoints This Stupid?

Topdown

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.,

Creating trust with collaborative driving

Nuance

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.

The Relationship Economy by John DiJulius (a One Win Book Review)

Customers That Stick

Technology has provided us with unprecedented advances, information, knowledge, instant access, and entertainment. In this One Win Book Review, we take a look at The Relationship Economy by John DiJulius.

Why Customers Make Strange Decisions

Beyond Philosophy

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.

Amazing Business Radio: Keith Alper

ShepHyken

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.

Self Install: How Visual Assistance Streamlines Device Setup

TechSee

Whether rigging up a home entertainment system, setting up a new printer or syncing a new smart device with its app, many consumers find it difficult to complete the product self install process.

5 Top Customer Service Articles For the Week of January 20, 2020

ShepHyken

This mindset has led the sector to lag behind the entertainment and e-commerce world when it comes to building lasting relationships with digital-first consumers. Each week I read a number of customer service and customer experience articles from various resources.

Amazing Business Radio: Josh Liebman

ShepHyken

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.

The Magic of Service Mystery

Chip Bell

It is an antique giant home that has been turned into entertainment for magicians and their guests. Then, you are entertained in one of three different theaters, including the intimate Close-up Gallery that seats about 20 people, a larger Parlour of Prestidigitation, and the largest stage in the Palace of Mystery. “You’ll nefver guess who will be the main attraction at our 6pm wine and cheese reception in the lobby.

Multiexperience Strategy: The New Apex of the Customer Journey

TechSee

In the near term, these experiences will often be centered around immersive technologies such as AR, which has evolved beyond the entertainment space into a powerful customer service tool. The average U.S.

Interview with Shep Hyken about The Convenience Revolution

Toister Performance Solutions

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.

This Business Book Was So Good That I Took 41 Pages of Notes

Myra Golden Media

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.

Customer Service in the Time of COVID-19

ShepHyken

To help entertain housebound kids, Disney released Frozen 2 early on its Disney+ streaming service. This week we feature an article by Paul Selby, a product marketing director for ServiceNow Customer Service Management.

How to Manage Company Politics

Beyond Philosophy

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.

5 Top Customer Service Articles for the Week of April 8, 2019

ShepHyken

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.

How Technology & Customer Experience Have Changed the Employee Learning Landscape

Call Center Weekly

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."

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?

Guest Post: How Good Customer Service is Defined by 4 Different Generations

ShepHyken

They use both tools extensively in their everyday lives for a wide variety of tasks—including self-learning, entertainment, and making connections with the people and communities they value in life. This week we feature an article by Pem Brooke, Marketing Manager of SuperStaff.

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.

Amazing Business Radio: Jesse Cole

ShepHyken

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?

Retail’s Worst Nightmare – Virtual Reality!

Beyond Philosophy

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.

Guest Post: How Good Customer Service is Defined by 4 Different Generations

ShepHyken

They use both tools extensively in their everyday lives for a wide variety of tasks—including self-learning, entertainment, and making connections with the people and communities they value in life. This week we feature an article by Pem Brooke, Marketing Manager of SuperStaff.