Beyond Philosophy

NOVEMBER 7, 2016

Dunkin’ Donuts, Honda, and McDonald’s are all gigantic brands with huge reputations. However, each of them has something else in common. They have each partnered with a sports franchise in a brilliant play to boost the emotional engagement with the team’s fans. Each program targets specific team fans and celebrates that connection with a reward. Dunkin’ Donuts gives DD Perks® rewards program members coffee for $.87 after every win during the season in honor of Tight End, Rob Gronkowski (#87) as

Sports 167

Sports Transportation Gaming Customer Loyalty 167

Win the Customer

NOVEMBER 9, 2016

Great customer support has one goal; to make it easy for customers to get their problem solved painlessly and quickly. Out of all of the customer service methods available, email, phone or chat, live chat is by far the simplest, fastest and least obtrusive. It’s no surprise that almost one third of all consumers are now expecting live chat to be available on any business website.

Customer Service 127

Customer Service Social Media Customer Satisfaction Customer Feedback 127

Customers That Stick

NOVEMBER 7, 2016

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.

Customer Experience 106

Customer Experience Customer Service 106

Heart of the Customer

NOVEMBER 8, 2016

Steve Eagon is the Director of In-Clinic success at Unitron. In his role, he works directly with clinics to directly help them improve their patient experience. Steve and Jim have co-presented at multiple conferences, so we asked him to explain his approach towards building an improved patient experience. As someone who is very patient-focused in […].

Voice of the Customer 84

Voice of the Customer 84

Advertisement

Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Beyond Philosophy

NOVEMBER 9, 2016

Many companies are attempting to improve their Customer Experience focus on some of the right things and then ignore the others. Why? They don’t know what to do next. So while the vast majority of companies today know that putting the Customer at the heart of everything they do is important, when it’s time to do it, they are flummoxed. Here is a step-by-step guide to help you implement your new and improved Customer Experience.

Education 165

Education Customer Experience 165

Win the Customer

NOVEMBER 7, 2016

It is a lot easier to make money as a business if you give your customers what they want. However, that can be a lot easier said than done. Managing customer needs and maintaining a profitable company at the same time are things business owners have to learn to balance. What can you do to include your customers in your marketing campaigns to ensure that you say what they need to hear in order to make a confident purchase?

Customer Survey 114

Customer Survey Customer Experience 114

Kate Nasser

NOVEMBER 6, 2016

Speak sooner to prevent needless conflict! Don't let innuendo, passive aggression, or bullying take hold. Leadership, career, and life insight fr The People Skills Coach™. The post People Skills: Speak Sooner to Prevent Needless Conflict appeared first on KateNasser.com.

71

71

CX Journey

NOVEMBER 9, 2016

CX Journey™ turns 5! This week marks five years since I started blogging at CX Journey. It's been an amazing journey so far! I started the blog as a way to share what I've learned over the last 25+ years, and I can honestly say that, through this process over, I've learned so much more. I've made some new friends, worked with some new clients, and have just had a great time!

CX 66

CX VOC B2B Customer Experience Management 66

Comm100

NOVEMBER 10, 2016

Every industry can expect a solid hike in sales during the holiday season, and this year is no exception: according to the National Retail Federation, sales this year are predicted to increase 3.6% to $655.8 billion, which is significantly higher than the 10-year average of 2.5%. To prepare for the flood of shoppers before the holiday season, many retailers take to seasonal hiring.

Legal 56

Legal Retail Healthcare Start-ups 56

Customer Bliss

NOVEMBER 8, 2016

Episode Overview. Lee West is the Pastor of Guest Experiences — a very new role in the not-for-profit “church world” (as he calls it). I was very intrigued by this role and really wanted to understand how Lee has gone about extending customer experience into faith, which is obviously a very important part of many people’s lives. Lee has taken a very deliberate path for understanding the touch points in the church member experience — based on significant research, listening and

Non-Profits 51

Non-Profits Real Estate Retail Education 51

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

Retail

Kate Nasser

NOVEMBER 8, 2016

The slippery steps of bullying may not be what you think. Short read with big impact from Kate Nasser, The People Skills Coach™. The post Slippery Steps of Bullying | #EndBullying #PeopleSkills appeared first on KateNasser.com.

67

67

The DiJulius Group

NOVEMBER 9, 2016

Companies Can No Longer Punish Customers for Writing Negative ReviewsA couple in Plano, TX hired a local pet sitting company to look after their dogs and fish while they were on vacation. The customers weren’t terribly thrilled about the quality of service they received and shared their feedback publicly on Yelp in Oct. 2015. The […].

CX 45

CX Customer Service 45

Win the Customer

NOVEMBER 11, 2016

Establishing a knowledge base is a very important step for every company out there. A knowledge base provides for a lot of improvement, especially over a longer period of time. The main purpose of the knowledge base is to gather all the important data regarding the work flow and a variety of tasks completed in the company. The more information gets collected, the richer and more helpful the library of information becomes.

Customer Service 89

Customer Service Technology Technology Customer Experience 89

Customer Bliss

NOVEMBER 10, 2016

I’m probably a little bit late on my annual planning post here, because it’s almost Thanksgiving. When you get to that period in between Thanksgiving and Christmas at most offices, there’s a lot of year-end fiscal closeout rush, but usually the annual planning is done by then. Regardless, a lot of people come back from New Year’s and revisit their annual planning approach.

Customer Experience 47

Customer Experience 47

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

Voice of the Customer

Kate Nasser

NOVEMBER 9, 2016

Updrafts and downdrafts in life affect our interactions w/ others. JOIN The People Skills Coach™ and global community in #PeopleSkills Twitter chat Nov. 13th 10amEST to explore this topic. The post Updrafts & Downdrafts! JOIN People Skills Chat Nov. 13 | #PeopleSkills appeared first on KateNasser.com.

64

64