How George Washington University Handled a 22% Increase in Email Traffic
Help Scout
AUGUST 22, 2023
Learn how the team at George Washington University handled a 22% increase in email traffic using Help Scout. Read the full article
Washington Related Topics 
Navigating cultural variances in global marketing: Insights from around the world
Adrian Swinscoe
JANUARY 29, 2024
This is a guest post by David Beasley, director at Washington Direct Mail. According to a recent research by Equinix, 72% of global businesses are looking to […] The post Navigating cultural variances in global marketing: Insights from around the world first appeared on Adrian Swinscoe.
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Turn Payments Into Personalization: Unlock the Value of Transaction Data
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How a Washington school district used data to survive everything from budget cuts to a pandemic
Qualtrics
AUGUST 25, 2020
A year ago, Vancouver Public Schools — a large school district in Washington State that serves over 23,000 students — was confronting some serious budget cuts. When the pandemic struck Washington, the district had to quickly figure out how to teach its students remotely and ensure that they all had the technology they needed to do so.
This is our time for a CX Revolution!
Bill Quiseng
NOVEMBER 1, 2023
George Washington was the first President of the United States. Of course, George Washington. Because nobody can remember Number Four. Neil Armstrong was the first man to walk on the face of the moon. It was number four? Who was number four? Who was the first president of the United States? Who was Number Four? Neil Armstrong.
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8 Ingredients To Cava’s Growth Plan That You Can Carry Away
Customer Think
APRIL 2, 2024
The Washington, D.C.-based Price and promotion might be the key proteins of retail operations, but make no mistake, there’s a lot to be learned from what’s inside a $13 pita wrap. The fast-casual chain Cava Group offers proof.
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101: The Generational Guru
The DiJulius Group
DECEMBER 7, 2022
He also serves on the Advisory Council for the Coalition for Career Development in Washington, DC. In this episode, John welcomes best-selling author and generational guru Mark Perna. Mark is the founder and CEO of TFS Results, a strategic consulting firm. Read Full Article.
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The Art of Crap-Detection
Conversation Agent
JANUARY 31, 2022
Neil Postman delivered his speech, “B t and the Art of Crap-Detection” at the National Convention for the Teachers of English [NCTE], November 28, 1969, in Washington, D.C. This below is the full transcript with no additions or comments on my part.
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Thank You. We Appreciate You: a case study in caring for employees
Customer Think
MAY 2, 2023
If you’re not in one of the 5 states where it operates (Washington, Idaho, Nevada, California, and Oregon), you may not be familiar with it and I’d like to introduce you. Early this morning I went to my favorite ‘big box’ supermarket, WinCo.
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The Three Principles to Build Customer Loyalty
Bill Quiseng
MAY 31, 2023
Surely, George Washington. Every week, in the month of June, I will offer each one of the Three Principles to Build Customer Loyalty. Why only three? Because nobody can remember Number Four. Who is the first President of the United States? Who is Number Four? Who is the first person to walk on the moon? Neil Armstrong, of course.
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CFPB data privacy rule coming later this month
NGDATA
OCTOBER 25, 2023
During a speech in Washington, D.C., The Consumer Financial Protection Bureau plans later this month to release its long-awaited rulemaking to implement Section 1033 of the Dodd-Frank Act, concerning financial data privacy, Director Rohit Chopra said today.
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American Universities Acceptance Rate – Ivy League & Below
Comm100
FEBRUARY 26, 2024
School Acceptance Rate American University 40.63% Amherst College 7.00% Babson College 22.00% Barnard College 9.00% Bates College 13.70% Boston College 16.66% Bowdoin College 9.13% Brown University 5.05% Bucknell University 32.56% Carleton College 16.63% Carnegie Mellon University 11.30% Colgate University 12.34% Colorado College 11.6%
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6 Actions to Deliver a Great Self-Service Experience
Customer Think
SEPTEMBER 9, 2021
In his Washington Post Magazine column, “Your Call Is Unimportant To Us,” Gene Weingarten noted that, “the delay is deliberate. The covid pandemic produced a strong move to self-service while still maintaining phone access for more complex issues. However, the results have not always been positive.
This is our time for a CX Revolution! Part Two.
Bill Quiseng
NOVEMBER 8, 2023
Surely, George Washington. For several weeks, starting last October, I offer each one of the Rule of Three QUI Takeaways to revolutionize CX. Why only three? Because nobody can remember Number Four. Who is the first President of the United States? Who is Number Four? Who is the first person to walk on the moon? Neil Armstrong, of course.
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88 How to Reduce Customer Efforts in Doing Business with You (3 Strategies that Really Work)
Uniphore
AUGUST 26, 2015
People do everything they can to multitask, including online shopping from the bathroom , reports the Washington Post. Modern life is challenging us to have a full social, family, personal and healthy life while fulfilling ourselves professionally. Read More.
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A Small but Powerful Surprise
Shep Hyken
JANUARY 19, 2022
IAD, by the way, is the airport code for Dulles Airport in the Washington, D.C., The TSA officer who inspected the contents of George’s suitcase noticed the reward and wrote, “Congratulations! George not only smiled at the surprise message on the notice, but he also saved it. Years later he shared it with me.
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How misinformation affects what we buy
The Customer Service Blog
JANUARY 5, 2024
This involved unsubstantiated accusations of child abuse against prominent individuals linked to a Washington DC pizzeria. It was fake news that led to the ‘pizzagate’ scandal in 2016, for example. While last year, the brand Target was falsely accused of selling ‘satanic’ children’s clothes on social media.
How to Cultivate Customer Loyalty That Lasts
Aquire
DECEMBER 16, 2021
The Inn at Little Washington not only knows what it’s like to go the extra mile, they know what it’s like to go the extra 200 miles for a customer! The Inn at Little Washington were willing to go above and beyond to ensure their cusotmers’ stay was a success. The Neiman Marcus app is part of the omnichannel offering.
What is a Good Yield Rate for Colleges & How Are the Best Improving it?
Comm100
JUNE 21, 2023
Louis 49.36% 11.33% Wellesley College 50.78% 13.24% Wesleyan University 35.91% 14.44% William & Mary 27.10% 33.5% Williams College 44.32% 8.50% Yale University 67.89% 4.57% How are colleges improving yield rates?
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The Top Customer Service Conferences to Attend in 2020
Fonolo
JANUARY 22, 2020
Smart Customer Service, Washington DC. Smart Customer Service , Washington DC. Location: Washington DC, USA. SWPP Annual Conference, Nashville. Customer Experience Strategies Summit, Toronto. C3: Clarabridge Customer Connections, San Diego. Customer Contact East, Ft. Lauderdale. Elevate CX, Denver. ICMI Contact Center Expo, Ft.
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How to Improve Healthcare CX: Lessons from a CXO and Hospitality Veteran
Customer Bliss
JUNE 20, 2018
Shawn Smith is a Chief Experience Officer at MedStar Washington Hospital Center. Shawn learned the importance of analyzing data in order to implement CX changes – a skill that came in handy for his current role as CXO at MedStar Washington Hospital Center, a large academic medical and trauma center in the DMV area.
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Operational Controls
The Squawk Point
JUNE 13, 2022
At approximately 5 pm on Monday 22nd June 2009, a Washington Metro train heading towards Shady Grove smashed into the rear of the train ahead of it. Operational Controls are Worthless if They Aren’t Maintained. The Automatic Train Control system had instructed the train to travel at full speed (55 mph).
The Three C's For Meaningful Performance Reviews
CX Accelerator
DECEMBER 20, 2017
The Washington Post has research to support that “basically every single person hates performance reviews.” Of all the things employees despise, end of year performance appraisals (PA’s) are at the top of the list. Regardless of how we arrived here, leaders are no longer bound to the mistakes of the past.
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What the evolution of cities can teach us about building platforms
Intercom, Inc.
MARCH 7, 2018
West in his book Scale points out that “most urban development and renewal – and in particular almost all newly created planned cities such as Washington, D.C., This is why planned cities such as Washington D.C., Canberra, Brasilia and Islamabad – has not been very successful”.
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Zendesk Agents of Change program: Empowering communities with CX agent training
Zendesk
JANUARY 18, 2024
Zendesk Agents of Change Global Partners KindWork : New York City Jobcare : Dublin, Ireland The Asia Foundation Skills to Work : San Francisco, CA and Washington, DC. Learn more about our Tech for Good Agents of Change program and sign up now to hire our recent graduates. Serves the Philippines, Malaysia, and India.
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Why Qualtrics – Gabriela Vallejo – Enterprise Account Executive – Washington, D.C.
Qualtrics
APRIL 19, 2019
The post Why Qualtrics – Gabriela Vallejo – Enterprise Account Executive – Washington, D.C. She recently started her career with Qualtrics and is a part of our Federal Enterprise Sales Team. appeared first on Qualtrics.
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Innovating with Crazy Customers
Chip Bell
AUGUST 18, 2020
Washington, and the originality of Georgia O’Keeffe. Paul, now 90 years old, is still the spiritual leader of the top company on the planet for shoes in the skateboarding world. You have customers with the cleverness of Albert Einstein, the inventiveness of Booker T. They are your hidden “Alices.”
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The Qualtrics University Recruiting Team is on Tour!
Qualtrics
SEPTEMBER 6, 2019
University of Washington. University of Washington. University of Washington. University of Washington. Fall Job & Internship Fair. General Career Fair. University of Michigan. Fall Job & Internship Fair. Fall Job & Internship Fair. 10/10/2019. Science & Engineering Fair. 10/23/2019. University of Oregon.
Engineering 40
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Are You Destined To Be CEO?
Beyond Philosophy
JANUARY 10, 2018
Researchers Claudia Custodio in London and Stephan Siegal at the University in Washington in Seattle specifically studied whether this advantage also made oldest children more likely to become CEO of a small or mid-sized company.
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What is an MGA in Insurance?
Lightico
MARCH 23, 2022
What are the advantages of becoming an MGA? Knowledge – Most MGAs have years of experience working within the insurance industry.
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52 You Are Known by Your Works
Chip Bell
APRIL 9, 2019
We do not need a sign to identify the Washington Monument, the Eifel Tower, or Big Ben. His point was to let the performance of the bank and the reputation of its people be the identifying moniker of the structure. If you are known by your works the context in which they are performed will become the label.
Customer Experience Speaker, Martha Brooke Presents at 2 Conferences this Month
InteractionMetrics
APRIL 4, 2019
April 2019: Catch customer experience speaker, Martha Brooke at 2 national conferences: Operations Summit in Columbus, OH and the Smart Customer Service track of CRM Evolution in Washington, DC.
Incoming: Hot, fresh integrations
Zendesk
JUNE 30, 2022
Washington features sidebar navigation and a clean layout on the homepage highlighting key information as custom blocks that can be linked to any URLs. Code Monkey is a fun theme to collect all technical information: from code documentation to technical guides to API to complex app information. Zero coding, zero charge, maximum impact.
Ignore Your Customers (and They’ll Go Away!)
TeamSupport
FEBRUARY 11, 2021
Bloomberg BusinessWeek , CNBC, the Harvard Business Review, the New York Times, and the Washington Post. He is a senior contributor to Forbes and his expertise has been featured in Inc. Micah’s most recent book is Ignore Your Customers (and They’ll Go Away!):
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85 Naked Dining: A Different Customer Experience
Beyond Philosophy
NOVEMBER 29, 0002
From the National Gallery, Washington DC. There are already 30,000 people on the waiting list for reservations at Bunyadi —and counting. The Fall of Man by Hendrik Goltzius (German, 1558 – 1617); oil on canvas, 1616. Photo by GraphicaArtis/Getty Images).
5 Customer Success Conferences You Should Attend in 2020
ClientSuccess
NOVEMBER 14, 2019
JW Marriott, Washington D.C. Customer-centric culture is the focus of the 2020 Smart Customer Service conference in Washington DC. Smart Customer Service. April 27-29, 2020.
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How To Manage Expectations
Beyond Philosophy
MARCH 23, 2018
A Tufts University researcher named Silke Forbes thought it odd that she arrived 30 minutes early on a flight from Cleveland to Washington. I have, but I never thought much about it until I heard this NPR report. She had taken the same flight a few years before, but it had taken less time back then. What was really going on here?
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5 Reasons to Get CX Certified & University Recommendations
Doing CX Right
JULY 14, 2020
George Washington University – view course info > here. The course I completed is now offered at several reputable schools including: . Seton Hall University – view brochure > here. University of California (UCI)- view curriculum > here. University of Houston – view class details > here.
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5 Customer Success Conferences You Should Attend in 2020
ClientSuccess
NOVEMBER 14, 2019
JW Marriott Washington DC. Customer-centric culture is the focus of the 2020 Smart Customer Service conference in Washington DC. Smart Customer Service. April 27-29, 2020.
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The Intrepid Buyer
Buyer Persona
NOVEMBER 29, 2020
The expedition lasted until their return in the fall of 1806 to Washington D.C. Gathering supplies such as compasses, camping tools, weapons, maps, and more. Including items to trade with Native Americans such as beads, knives, and mirrors. . Doing so against tremendous odds.
Finance 101
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The Pain of Poor Service
Uplifting Service
AUGUST 10, 2022
Last year in Seattle, Washington, my mother had her 86th birthday. Raise your hand if you’ve ever. Have you ever called and the way they handled the call was not very nice? . What did you do? . Well, it happened to me. It happened to me. All of the family members flew in to be with her. I called the restaurant.
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Presidential Executive Fellow Rosetta Lue Joins Taylor Reach Group to lead Public Sector Practice
Taylor Reach Group
JANUARY 21, 2019
Prior to relocating to Washington, DC, Rosetta was appointed Chief Customer Service Officer for 5th largest city in the U.S., In addition to her contact center modernization efforts, Rosetta was selected by the VA Secretary to lead the project implementation team which successfully launched the U.S.
How Customers Make Rules for Themselves
Beyond Philosophy
NOVEMBER 22, 2018
One time I had a meeting in Washington D.C. However, rules don’t always work. For example, I have another rule always to book my flights on Delta because they are competitive and fly anywhere I need to go. where I was meeting one of my team, who lived in Atlanta.
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5 Must-Attend Customer Service Conferences in 2019
Fonolo
NOVEMBER 13, 2018
Where: Washington, DC. Now in its seventh year, Smart Customer Service shines a spotlight on the innovative ways CS technologies are shaping our lives and changing how CS professionals do business. The event focuses on helping attendees move forward, better allocate limited resources, or simply get started. When: April 29-May 1, 2019.
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3 Things Great Companies Do for Customers
Beyond Philosophy
SEPTEMBER 22, 2015
The Airport Fast Park at the Baltimore Washington International Airport also thinks of ways to do things for Customers. In late May this year, they announced they will begin same-day delivery services for many of the Prime Customers for no additional charge. But you don’t have to be as big as Amazon to do more for your Customers.
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