What is Customer Success?

Cincom

Buyer Experience Sales Performance Customer Experience/CX Customer Relationship Management/CRM Performance Metrics Sales Management TransportationWhen we consider customer success as an element in the evaluation of our own enterprise, what exactly are we talking … Continue reading "What is Customer Success?". The post What is Customer Success? appeared first on Cincom Blog.

Importance of Network Security: Part One

Revation Systems

While secure sockets layer (SSL) and transport layer security (TLS) were commonplace on internet browsers, secure real-time protocol (SRTP) for voice media lagged many years behind.

Temkin Experience Ratings Industry Snapshot: Rental Cars

Customer Experience Matters

Congratulations to National Car Rental for delivering the best customer experience in the rental cars and transport industry. Out of the 12 rental car and transport companies included in this year’s Ratings, National Car Rental earned the highest score with a rating of 72%, putting it in 109th place overall out of Read More.

Are You A Complainer Or A Realist?

Beyond Philosophy

it helped people transition to a new mode of transportation. Or that the automobile replaced the horse for transport. A difference exists between what people say they will do and what people do. People say they want salads in theme parks but order hamburgers.

The Real Reason Men Aren’t Eco-Friendly

Beyond Philosophy

And then the Texas Department of Transportation hired an ad agency that looked at the worst offenders – men between the ages of 16-24.

How To Manage Expectations

Beyond Philosophy

Forbes and her colleagues studied Department of Transportation records for 160 million commercial airline flights between 1990 and 2016. Have you been on a flight recently and found that you arrived at your destination a little early?

2018 Temkin Experience Ratings: 20 Industry Snapshots

Customer Experience Matters

You can see links to all of those industry snapshots below: > Airlines > Auto Dealers > Banks > Computers & Tablets > Credit Card Issuers > Fast Food Chains > Health Plans > Hotels & Rooms > Insurance Carriers > Investment Firms > Parcel Delivery Services > Rental Cars & Transport > Retailers Read More.

Teams Score Big With Fans And Franchises!

Beyond Philosophy

McDonald’s and the Philadelphia Eagles have several programs in play, starting by giving away $5,000 in tokens to the Southeastern Pennsylvania Transportation Authority (SEPTA), for fans to use to see the last exhibition game.

3 Examples of Change for the Better in Airlines

Beyond Philosophy

What Southwest Airlines is not, at least according the US Department of Transportation, is punctual, which is clearly not a great stat when you are in the transportation game. There have been many great stories in the past couple of months about airlines doing what was right by their Customers. We can all learn a little about Customer centricity when we look at these examples from three major carriers in the US. Frontier Airlines Pilot Feeds His Passengers While Stranded on Runway.

Fiat Chrysler: The Latest Car Brand to Wreck Consumer Trust

Beyond Philosophy

Transportation Secretary, Anthony Foxx, explained that it is the manufacturer’s obligation (by federal law) to report warnings about safety issues. Isn’t it a company’s first priority not to harm their Customers?

John Grasso of Windstream on Cloud Contact Center Software

Call Center Coach

The company supplies core transport solutions on a local and long-haul fiber-optic network spanning approximately 125,000 miles: About Us Page.

Is a ‘human free’ experience the future?

Beyond Philosophy

Ever sat near a weirdo on public transportation or ridden with a cabbie that makes you uncomfortable? What happens when you take the people out of an experience that was traditionally a human-based interaction? Does it make it better or worse?

Want to be successful? Solve Your Customers’ Problems

ShepHyken

Is all they want transportation? It’s morning and you’ve just had breakfast. What are you going to have for dinner? 49% of people in the U.S. do not know what they are going to have for dinner. That stat comes from David Portalatin’s address at the Art of Beef Summit, sponsored by Cargill.

Telling Your Customer Stories through Journey Maps

CX Journey

The audience was transported and mesmerized! Image courtesy of Pixabay Do you know the power of storytelling? And do you use it in your customer experience transformation efforts?

Segmentation of Precast Walls in Revit

Branch Mesenger

On the Segmentation Tab we define rules for splitting based on fabrication, transportation or other functional requirements. In this post of the Structural Precast series I would like to touch upon the topic of segmentation of precast walls.

Awesome Quotes from Call Center Week

Call Center Coach

“Be in the emotional transportation business.” I just love quotes. Just like I love to ask guests on the Fast Leader Show to share their favorite quotes, it’s one of the my favorite things to do at events. I enjoy live Tweeting the speakers.

CX FORUMS: 2018 Key Note Speakers

Livepro

Steve Mitchinson | General Manager of Driver and Vehicle Services | Department of Transport. of Transports Customer Experience Steering Committee. livepro’s third annual Customer Experience Knowledge Management Forums are back in 2018 bigger and better than ever before.

Dataset: UK Net Promoter Score Benchmark, 2017

Customer Experience Matters

Industry averages for NPS range from a high of 20 (supermarkets) to a low of -12 (rental cars & transport).

Airways Fattist Policy is NOT about Safety

Beyond Philosophy

They claim it is to aid the International Air Transport Association (IATA) in research for flight safety. Ryanair has an airline that’s giving it a run for its money—on being the worst airline ever! Uzbekistan Airways announced they would weigh its passengers pre-flight to determine the average weight of passengers and their carry-on luggage. I say that is complete rubbish and this new weigh in is just an excuse. I am not the only one that calls this out as rubbish.

Is Home Delivery the Right Marketing Strategy?

Beyond Philosophy

Both of these challenges present obstacles to reliable delivery windows, not to mention food storage for transportation, i.e., the ice cream melts by the time it gets to the consumer’s house.

Next Generation Networking: 4 Pointers on Expanding Your Professional Network

Win the Customer

One way to help yourself out with this is to secure reliable transportation. Even though many aspects of business and professional life have changed with the advent of new technologies, networking remains one of the most important elements of building and advancing a business.

5 Ways to Use AI to Support Your Support Team

B2B Customer Service Blog - TeamSupport

Jessica Barrett Halcom is a writer for TechnologyAdvice.com , with specializations in human resources, healthcare, and transportation. It’s no secret that the customer experience (CX) has risen to the top priorities of most companies today.

Guest Blog: Parcel Lockers – A Retailer’s Secret Weapon

ShepHyken

Instead of shipping hundreds or thousands of small orders to individual residences, retailers can use their own transportation to ship bulk orders to the brick and mortar store for placement into the parcel lockers.

The Key To Uber’s Longevity Is Driver Loyalty

The Center for Client Retention

Essentially, it is a software company providing a service: an efficient and user-friendly way of transporting passengers from one place to another in an automobile. Uber was founded in 2009.

The #1 Time-Saver for Your Customers – AI

SmartAction

Ride-sharing companies emerged and became disruptive competitors in the transportation industry mostly because they saved customers a valuable resource – time.

Customer or Hostage? The unfortunate story of the UK passenger rail industry

ijgolding

If you happen to live in the UK and regularly have to rely on public transport to commute to and from work, the heralding of a brand spanking new year is unlikely to have filled you with much joy – from the commuting perspective that is.

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.

Dear Aircall, it is time to tap out.

Freshcaller

When confronted with the need for a faster mode of transportation, Henry Ford did not waste time finding the next breed of faster horses. Instead, he started reinventing transportation with automobiles.

Budding Business: 5 Tips to Help Your Small Business Get Out of the Red

Win the Customer

If part of your business involves transporting cash between two or more locations, you may even want to consider hiring a security contractor such as Security Services Northwest, Inc.

The Right Ways to Combat Shopping Cart Abandonment Issues

Etech GS

Apart from this, there can be different reasons like extravagant transportation costs, an absence of clear data with respect to delivery or trade or an arrival strategy, examination shopping, terrible client surveys, insufficient data in FAQs, and so forth.

The Accidental Customer Experience

ijgolding

As the core purpose of any passenger transport company should be underpinned by achieving the most fundamental need of their customers, this fact is not surprising. Last year, I had the pleasure of meeting a senior leader from a passenger transport company in the UK.

Is your organisation interconnected? The employee – customer chain

ijgolding

Those who have never travelled extensively for the purposes of work, typically envisage business class flights, champagne in cut crystal glasses, door to door luxury chauffeur driven transport and top-class hotels with Michelin star restaurants.

Is Silicon Valley Over?

Branch Mesenger

During that period, there was a 20-fold increase in the number of households reporting earnings from transportation apps, according to The Wall Street Journal. ??Read Here's the stories we're reading about the world of commerce, retail and work this week: ?? Sweet Valley, Bye? ??

Nearshore Contact Center Outsourcing Spotlight: Bahamas, Jamaica, and the Dominican Republic

Outsource Consultants

In addition to the short flight, the Dominican Republic has a safe and convenient public transportation system. We have seen a demand for nearshore contact center outsourcing locations.

Customer Experience: The Differentiation Battleground

ijgolding

Despite transporting us to all corners of the UK; the entire length of France; and from La Coruna to Barcelona and Menorca in Spain; all good things come to an end.

Guest Blog: Live Chat Simplifies the Customer Journey

ShepHyken

Known as ixibaba, the live chat helps travelers plan a trip through live conversation, allowing them to find the best flights, hotels, and transportation. This week we feature an article by Sawaram Suthar writes about how live chat can simplify the customer journey.

Beware These 5 Dangerous IT Security Challenges

Jive

Others employ end-to-end encryption and standardized protocols like TLS (Transport Layer Security). IT security challenges: the frightening new normal for enterprises. With every headline about the latest data breach, enterprises like yours become more aware of IT security challenges.

voip 52

Overcoming Obstacles of a Remote Workforce

inContact

If you wanted to meet with a team on the other side of the country, you booked flights, accommodations, and local transportation to get all the attendees in the same room. A few short decades ago handling the daily communications and operations of the workplace was completely different.

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

ShepHyken

So when a several big brands in the beverage, transportation, banking and airline industries were suddenly in the global media hot seat, we had a laugh and productive conversations behind the scenes.

Are You Making the Most of Scarcity as a Marketing Strategy?

Beyond Philosophy

Goldsmith says another way scarcity occurs in the consumer realm is when the shelves look empty at a store like they do when there is severe weather or a transportation strike. Scarcity as a marketing tactic is one that works well with customers.

Engage Your Audience with a Story

CX Journey

Image courtesy of Bazzerio Are you telling stories to engage your audience? Over the weekend, I took my kids and my parents to the California Science Center in Los Angeles to see Pompeii: The Exhibition.

Break Down #CX Barriers with Storytelling

CX Journey

Image courtesy of Pixabay Have you used storytelling in your customer experience management journey? The art of storytelling is an important one in the customer experience world.

Customer Service at Sea

Customer Centric Support

With all the trouble in the “friendly skies” lately, many travelers are considering vacation transportation alternatives. Customer experience lessons enhanced by the open ocean.