Dealing With Humans

AUGUST 18, 2021

You see, we have a gondola that takes you to the park from Glenwood Springs, Colorado, a place with varied weather conditions to say the least. I have made some interesting observations this summer at the theme park I am a manager at.

98

98

Customer Think

AUGUST 9, 2024

I posted about this way back when it happened, but I’m enjoying working from the mountains these past couple weeks, so the experience is in mind, and I figure it’s worth drawing your attention to it in a more formal manner: Copper Mountain ski resort in Summit County, Colorado, is my mountain. I love it, […]

CX 59

CX Customer Experience 59

Fonolo

MAY 12, 2020

We speak with Laura Reinhold, Member Services Manager at Credit Union of Colorado, about growing up with a ‘heart to help’, breaking down barriers for customers, and the importance of being visible to your team. What path led to where you are now at the Credit Union of Colorado? What’s your origin story?

Contact Center 81

Contact Center Net Promoter Score NPS Finance 81

Beyond Philosophy

MARCH 9, 2016

Researchers out of the University of Colorado Boulder found that participants that held a cup of hot coffee judged other people as having a warm personality. It’s never a bad idea to arrive with coffee or tea. Not only is it a safe bet, but it also has an added benefit: it will make you seem warmer to the customer.

Start-ups 113

Start-ups Sales Customer Experience CX 113

Fonolo

JULY 20, 2023

Real-Time Metrics and Strong Customer Support Matter The Credit Union of Colorado knows what happens when a call-back solution fails. The MSCC leadership and the members are happy that we once again have Fonolo as our call-back solution,” says Laura Reinhold, M SCC Manager, Credit Union of Colorado.

Contact Center 67

Contact Center Technology Technology Customer Satisfaction 67

TeamSupport

AUGUST 17, 2020

I migrated to Colorado in 1994 at the tip of the rise of the software and technology industries—and then I caught the start-up bug! I am married to my high school sweetheart, Lynne, and we live with our three boys in a town near Boulder, Colorado called Erie. We enjoy skiing and cheering for all of the Denver sports teams.

Sports 59

Sports B2B Innovation Customer Relationship 59

Dealing With Humans

OCTOBER 9, 2023

But years back, as a manager at a Colorado cave and theme park, I dealt with a litany of both guest and employee issues over the course of the day. Over the years of my customer service journey, I always enjoyed being able to answer “Yes” to a guest question. First of all, no one likes being told “No”. We’ll get to that in a moment.

Gaming 71

Gaming Customer Service Retail AI 71

CX Journey

AUGUST 29, 2014

What the mountain teaches Just minutes out of camp, Jaimee and I are huffing our way in the pitch blackness of early morning (or what non-climbers might refer to as “the middle of the night”) toward our goal: Capitol Peak (14,131 ft / 3,307 m).

VOC 64

VOC Net Promoter Score Data Mining Gaming 64

Customer Bliss

JULY 26, 2018

Today, we’ll hear from William Chumley , the Chief Customer Officer for the Governor’s Office of Information Technology for the state of Colorado. To provide some background context, William explains that he came into this role about 8 years ago, when IT was newly consolidated into the governor’s central office in Colorado.

Government 44

Government CX Transformation CX B2B 44

Service Quality Institute

MARCH 9, 2022

I have been skiing in Vail Colorado for about 45 years now. In 2006 Vail Resorts moved their headquarters for their flagship resort in Vail to Broomfield, Colorado in the Denver area. George Gillett Jr. bought Vail Resorts in 1985 and sold the resort in 1996. ” Later I found out he was the owner.

Start-ups 52

Start-ups Customer Service Customer Experience 52

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%

Education 74

Education Engineering 74

Shep Hyken

NOVEMBER 16, 2021

This week’s guests, Karin Hurt and David Dye started an extensive research study with the University of North Colorado Social Research Lab on why employees are holding back these ideas. Top Takeaways: Employees have great ideas on how to improve customer experience and leaders want them. So, why do employees hold back their ideas?

Innovation 69

Innovation Start-ups Customer Experience Customer Service 69

Shep Hyken

DECEMBER 7, 2021

He is also a volunteer State-certified peace officer with the Douglas County Sheriff’s Office in Colorado. He has worked with brands like Coca-Cola, The Campbell Soup Company, and Nabisco. Shep Hyken is a customer service and experience expert,? New York Times ?bestselling This episode of?

Customer Relationship 61

Customer Relationship Customer Service Customer Experience 61

Service Quality Institute

NOVEMBER 10, 2021

I started writing this newsletter from Fort Collins, Colorado where I had dinner with my son and a neighbor and both complained about how bad customer service in healthcare is. If I call my healthcare provider, Park Nicollet, I will be on hold about 20-25 minutes before a live person answers the phone.

Healthcare 52

Healthcare Customer Expectations Customer Service Customer Experience 52

Customer Bliss

SEPTEMBER 28, 2021

Dr. Guerra, a dentist in the Colorado Springs area, has his experience so deliberately designed, that there are no magazines in the waiting room! It’s the tale of how one Dentist’s office got rid of the magazines, because they got rid of the wait! Dentist Dr. Guerra Got Rid of the “Wait” in Waiting Room.

Healthcare 77

Healthcare Hospitality Hospitality Start-ups 77

Kerry Bodine

JANUARY 13, 2016

Denver, Colorado. May 10 – 12, 2016. Orlando, Florida. Analyst Firms. Forrester’s CXNYC 2016. June 21 – 22, 2016. New York City. Tech Vendors. Walker B-to-B CX Summit. May 17 – 19, 2016. Lithium’s LiNC. June 8 – 10, 2016. San Francisco. The fine print: The date of this post reflects the most recent update.

CEM 48

CEM CX Contact Center Customer Loyalty 48

Lightico

MARCH 23, 2022

Check with your local state insurance department to find out which type of license is required to practice as an MGA.

Retail 52

Retail Innovation Sales Customer Service 52

Dealing With Humans

JANUARY 30, 2020

I was part of so many events in Aspen, Colorado, I know there is a part of the population that wants to be treated exclusively. It was full of people that wanted to feel thy were part of something extraordinary and exclusive. Not everyone needs to feel elite. Some do, though. Trust me on this. They just need to feel a little special.

Sales 52

Sales Customer Service 52

Dealing With Humans

FEBRUARY 25, 2020

I work at a Wild West themed Adventure Park in Colorado, helping to manage daily operations. I wanted to sleep so badly, so the morning would come sooner. The moment my eyes opened on that long anticipated morning, I said to myself, “Today is the day”. I think about that day every single day I am at work.

Transportation 52

Transportation 52

CX Journey

APRIL 9, 2015

Colorado Rockies (#26) 27. San Francisco Giants (#5) 3. Los Angeles Dodgers (#6) 4. Detroit Tigers (#6) 5. Washington Nationals (#8) Bottom 5 Teams - 2015 Rankings 30. Houston Astros (#30) 29. Arizona Diamondbacks (#21) 28. New York Mets (#22) 26.

Sports 64

Sports Gaming Entertainment Customer Retention 64

Dealing With Humans

APRIL 21, 2020

He was at right off of the freeway in my lovely town of Glenwood Springs, Colorado. I had not intended to write any Covid-19 specific posts here, but an incident my teenage son had at a local convenience store changed my mind. My son went into pay at a chain gas station and convenience store and inadvertently left his face mask in his car.

Government 52

Government 52

CX Journey

NOVEMBER 28, 2014

Convinced no Scottish Highlands mist is a match for three hardened Colorado mountain women, we soldier upward. Two young Scottish men stop their descent to warn us: we turned around; it’s awful up there (pointing toward the mountain). We don our rain coats only, too lazy to trouble ourselves with our rain pants, too.

VOC 63

VOC Data Mining Construction CX 63

Lightico

MAY 2, 2022

The real-time insurance product will now also be offered in Oregon, Colorado, and Virginia. According to the conference call, Tesla Insurance intends to be the largest insurer of Teslas in Texas by the end of 2022. Tesla wants to give 80% of its U.S. customers access to Tesla Insurance by the end of the year, too.

Customer Experience 59

Customer Experience Net Promoter Score Innovation Touchpoint 59

Customer Bliss

APRIL 12, 2019

She has more than two decades of utility experience in customer service, marketing, communications and product development at utilities, including Colorado Springs Utilities and Anaheim Public Utilities. Whiting joined TECO in January 2017 after spending nearly four years as the chief customer officer for JEA.

Customer Experience 64

Customer Experience CX Transformation Non-Profits CX 64

Zendesk

JANUARY 18, 2024

Colorado Privacy Act (CPA): The CPA protects the personal information of Colorado residents and gives consumers multiple privacy protections, including the right to know when their data is collected and the option to opt out of the sale of their personal information.

CX 52

CX Education Government Compliance 52

Fonolo

AUGUST 6, 2013

Two recent examples come to mind: Stanford Federal Credit Union and Credit Union of Colorado saw a 40% and a 50% decrease in abandonment rate, respectively. A study by Contact Babel showed that 32% of contact centers experienced fewer abandoned calls after call-backs were added. At Fonolo, we’ve witnessed this effect many times.

Contact Center 102

Contact Center Start-ups Social Media Customer Loyalty 102

Service Quality Institute

OCTOBER 11, 2023

He refused to let me buy the $247 headset so I went to Amazon, placed the order, and had it delivered to his home in Estes Park Colorado. The manager would not help me and insisted I apologize to the employee which I would not. I guess I was crazy to not just go to Amazon first.

Customer Service 52

Customer Service Sales Customer Experience 52

The Customer Service Blog

JULY 29, 2022

The article below was written by Nicholas Zeisler, a Customer Experience (CX) expert based in Colorado, USA. The customer is then less likely to be swayed by changes in price, or other external factors that you have no control over. You can find contact details for Nicholas and his company at the end of the article.

Sports 52

Sports Customer Loyalty Customer Retention Gaming 52

Zendesk

APRIL 4, 2022

In 2021, Virginia and Colorado joined California with state laws, and even more are in the pipeline for 2022. Your to-do list was already too long, and now you’re spending more and more time managing user requests for data access and deletion. This is the reality for many customer experience (CX) teams.

CX 52

CX Unstructured Data Customer Satisfaction Compliance 52

ClientSuccess

AUGUST 29, 2018

Location : Denver, Colorado. The goal is that by sharing our experiences we’ll be able to learn and apply more practical advice / practices to our careers. Let’s get started with this week’s post! From : Sheik Ayube , Director. Company : ESG (Customer Success as a Service). Question 1. How has it helped you?

Gaming 42

Gaming Start-ups B2B 42

Comm100

JUNE 21, 2023

School Yield Rate Admit Rate American University 22.22% 40.63% Amherst College ~45.08% 7.00% Babson College 39.19% 22.00% Barnard College 66.02% 9.00% Bates College 46.10% 13.70% Boston College 34.60% 16.66% Bowdoin College 59.28% 9.13% Brown University 67.15% 5.05% (..)

Education 52

Education AI Engineering 52

Qualtrics

JUNE 10, 2019

I remember days in my youth where I’d wander around the mountains of Colorado looking at all the cool flora and fauna and trying to figure out just why things were the way they were. Growing up, my parents (who are academics) encouraged me to be curious and push the boundaries of my knowledge.

Engineering 37

Engineering Sports Start-ups Technology 37

SugarCRM

MAY 25, 2018

Just last week, Professor Alison Cool of University of Colorado, Boulder wrote a New York Times opinion piece explaining that GDPR regulations are “staggeringly complex and practically incomprehensible” to the people trying to get in compliance. Quite frankly, GDPR is a mess.

Compliance 30

Compliance Legal Technology Technology 30

ClientSuccess

JULY 29, 2019

We’re located in Pennsylvania, Georgia, Colorado, Texas and New Jersey so having open communication and a central “hub” for all our client data is extremely important to our culture. What are two or three ways you’ve established (or improved) “customer success as a culture” within your organization?

Start-ups 59

Start-ups Innovation Touchpoint Customer Service 59

Service Quality Institute

JANUARY 13, 2021

On December 12 a young couple with their 2-year-old were flying from Colorado to New York on United Airlines. I guess most firms are happy with their present revenue. United Airlines Excels at Lousy Customer Service Again. The little girl would NOT wear her mask. If you have a family you might remember what a 2-year-old can be like.

Customer Service 40

Customer Service 40

Qualtrics

MAY 2, 2019

It has even expanded into Colorado and Idaho. SheTech is an awesome program that was created to activate, engage, and inspire young women into STEM degrees and then onto successful careers put on by the WomenTechCouncil. SheTech is a year-long program that includes high schoolers from all over Utah.

Legal 40

Legal Government Start-ups Engineering 40

1 to 1

FEBRUARY 25, 2021

Tab Abdeen : Hi, my name is Tab Abdeen and I am an inpatient pharmacist at a government hospital here in Denver, Colorado. Michelle : My name is Michelle and I’m from Denver, Colorado. I was in and out within 15 minutes and it was so straightforward.

Hospitality 26

Hospitality Hospitality Healthcare Start-ups 26