Customer Bliss

JULY 16, 2019

In this week’s Daily Dose video, I share a short video inspired by the lessons of my most recent book, Would You Do That To Your Mother. . As a patient, we want health care to put us back together again when we’re just not right, to give us peace, to be cared for, with our dignity intact.

Hospitality 57

Hospitality Hospitality CX Healthcare 57

Experience Investigators

MAY 15, 2024

The world is moving fast, and the customer experience world is no exception. These events provide some of my favorite opportunities to connect with fellow customer experience change makers, unpack our challenges, and provide much-needed group support.

Customer Experience 52

Customer Experience Customer Journey Map Start-ups Touchpoint 52

Customer Bliss

MAY 25, 2018

As you may know, I’ve just released a new book, Would You Do That To Your Mother? The Make Mom Proud Standard for How to Treat Your Customers – and I’m excited to show you the inside of the book and its components in the video below. In “Would You Do That to Your Mother?” ” Step 2.

Social Media 111

Social Media Customer Experience 111

Beyond Philosophy

NOVEMBER 11, 2014

Check out the video: I really love this video as it just shows the extent to which we are driven on autopilot by our habits (literally in this case). One study from Duke University estimated that habits shape 45 percent of the choices we make every day, not conscious decision making as you might have thought.

Net Promoter Score 167

Net Promoter Score CEM Gambling Social Media 167

Comm100

NOVEMBER 13, 2022

How to Improve Customer Service. We all know that customer service is important, but just how instrumental it is to success of a company might surprise you. A massive 91% of customers agree that a positive customer service experience makes them more likely to make another purchase. The state of customer service.

Customer Service 75

Customer Service Omnichannel Social Media AI 75

Qualtrics

OCTOBER 20, 2020

According to a Cone Communications Millennial CSR Study, "More than nine-in-10 Millennials would switch brands to one associated with a cause." Read on to find out what it means to design a product for social impact, and how you can get started. To get a full view, she needed a range of perspectives.

Hospitality 26

Hospitality Hospitality Healthcare Engineering 26

Comm100

SEPTEMBER 22, 2016

“Books are the quietest and most constant of friends; they are the most accessible and wisest of counselors, and the most patient of teachers.” Sometimes we learn important customer service skills through training, or through years of hard-earned experience. ” – Charles W. For Support Team Leaders.

Customer Service 70

Customer Service Customer Loyalty E-commerce Customer Satisfaction 70