Expert insights. Personalized for you.
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
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
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
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
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. MORE
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. 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
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
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. 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
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. 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
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
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. 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
The travel and entertainment industries are one such example, where customers may be calling to ask questions about cancellation policies and procedures. Many companies are being inundated with calls about their company's services and operations during the COVID-19/Coronavirus outbreak. In many cases, these calls are getting in the way of more urgent caller needs. 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
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
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
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
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
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. 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
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. 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
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
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
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. MORE
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. 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
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
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.
inmoment
SEPTEMBER 19, 2019
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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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.”
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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Natalie Petouhof
FEBRUARY 1, 2016
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
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.
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!
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
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ShepHyken
SEPTEMBER 4, 2019
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.
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Cliizii
JULY 30, 2018
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.
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.
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.
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.
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.,
Customers That Stick
JANUARY 23, 2020
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.
Customers That Stick
JANUARY 16, 2020
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.
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.
TechSee
FEBRUARY 25, 2020
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.
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.
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.
ShepHyken
JANUARY 20, 2020
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.
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.
Chip Bell
AUGUST 27, 2019
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.
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.
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
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.
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?
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
JANUARY 31, 2020
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.
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
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.
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?
Xaqt
MARCH 23, 2020
The travel and entertainment industries are one such example, where customers may be calling to ask questions about cancellation policies and procedures. Many companies are being inundated with calls about their company's services and operations during the COVID-19/Coronavirus outbreak. In many cases, these calls are getting in the way of more urgent caller needs.
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.
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.
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