Customer Service Life

JUNE 26, 2017

I had a fantastic time at the 2017 Contact Center Expo and Conference in Orlando, Florida. Here are some highlights: Doug Lipp instantly gained credibility when I learned that he was the longtime Head of Disney University at Disney, a company synonymous with incredible an customer experience. Click here to read the original.

Contact Center 68

Contact Center Artificial Intelligence Entertainment Customer Service 68

Beyond Philosophy

JANUARY 3, 2017

Both are essential in customer experience, and particularly for the role of employees in delivering superior, differentiated value (or in undermining or destroying it). Over the years, I’ve applied this quote to identify core elements of “people first” employee experience and creating ambassadorial employee behavior.

CX 76

CX Customer Loyalty Contact Center Start-ups 76

Beyond Philosophy

AUGUST 9, 2016

Further, companies using their communities for value and experience research can link results to projected, segmented customer profitability, a tremendous benefit. In what Harley Manning and Kerry Bodine call the “Customer Experience Ecosystem”, engaging employees who are both visible to customers and those behind the scenes (i.e.,

Non-Profits 60

Non-Profits Social Media B2C VOC 60

Chip Bell

APRIL 9, 2019

When the bank purchased Barnett Bank, the largest bank in Florida, McColl commissioned the construction of a large high rise bank building in Tampa which the locals called the “Beer Can Building.” It was a tall circular structure that dominated the Tampa skyline.

Entertainment 84

Entertainment Construction Customer Expectations Innovation 84

Beyond Philosophy

DECEMBER 5, 2017

These employees have some potential to impact the customer experience; and there is documented, often incidental, evidence of correlation between the two. However, there is little proven direct causation, the specific, defined linkage of employee thinking and behavior to customer loyalty and advocacy.

CX 68

CX Predictive Analytics Social Media Customer Experience 68

Beyond Philosophy

DECEMBER 20, 2017

Engagement is principally about fit, alignment, and productivity; so, more is needed to optimize customer experience. Also, there is a direct connection between a company’s employee experience and the Customer Experience they deliver on a company’s behalf. appeared first on.

CX 68

CX Innovation Customer Experience Customer Service 68

Beyond Philosophy

MAY 17, 2016

This, somewhat surprisingly, is similarly true for business-to-business products and services; so understanding perceptual differences between staff and customers should be a priority for senior corporate management as well as managers in Sales, Marketing, and Customer Service. Customers like the improved processes.

Sales 74

Sales Customer Loyalty Innovation Customer Experience 74