Beyond Philosophy

JUNE 25, 2020

Customer Memories are a fascinating subject. In many ways, they are what your Customer Experience is, at least from the customers’ perspective, which we also discussed on a recent podcast. They are certainly the most critical element of your customer loyalty.

Net Promoter Score 188

Net Promoter Score Entertainment Customer Loyalty Healthcare 188

Help Scout

APRIL 27, 2021

I handle the full customer life cycle — everything from pre-sales through onboarding, support, and renewals! I’m getting ready to hire someone to help me, but my question is: What is the best role for that second customer service/success hire? So very busy, Georgia. Dear Georgia, Busy is right!

Customer Service 92

Customer Service Start-ups Sales Customer Experience 92

Chip Bell

DECEMBER 15, 2020

My river house in the mountains of North Georgia just got fiber optic high speed Internet. She worked for an organization that trusted her to make it right for the customer. Delivering a great customer experience is not complicated; it just needs to matter enough to make the customer the bull’s eye of your target and then execute!

Customer Service 97

Customer Service Customer Experience Innovation CX 97

Fonolo

MARCH 6, 2019

When I first stepped foot into the Fonolo office nearly a year ago, I was also knowingly dipping my toes into the customer service ecology. This Canadian customer experience-obsessed organization is a vibrant and integral part of the North American CS and CX verticals. 6 Must-Read Customer Experience Trends in 2019.

Customer Service 102

Customer Service Contact Center Education Non-Profits 102

Beyond Philosophy

JULY 9, 2020

A genuine effort to understand your customers’ emotions is essential to your Customer Experience design. Also, when you can segment based on customers’ behavior and the needs the behavior indicates, you can customize your experience to appeal to each segment. To learn more, please click here.

Customer Experience 162

Customer Experience CX Technology Technology 162

Customer Bliss

MARCH 28, 2017

I found it interesting that our work in customer experience is now expanding to airports, and Karen Ellis of the San Antonio International Airport (previously in somewhat similar roles in Houston and Atlanta) was good enough to come on the podcast and discuss some of her initiatives and challenges. Customer experience.

Customer Experience 73

Customer Experience Voice of the Customer Touchpoint Hospitality 73

Customer Bliss

JANUARY 4, 2019

Alan truly valued this experience because when he came back into customer experience in healthcare, he had a better understanding of how internal and external factors played a part in operations. Alan joined Cedars-Sinai in November, 2016, with 15 years focused on healthcare patient experience improvement.

Hospitality 56

Hospitality Hospitality Healthcare Customer Experience 56

Fonolo

MAY 10, 2023

3 Notable Contact Center Conferences and Events Healthcare Contact Center Times Conference, June 7-9 Atlanta, Georgia Looking to embrace a new era and elevate your contact center to new heights? Visit Fonolo at Booth # 15 to learn how call-backs can improve your RCM!

Contact Center 87

Contact Center Healthcare Gaming Innovation 87

Chip Bell

AUGUST 18, 2020

You have customers with the cleverness of Albert Einstein, the inventiveness of Booker T. 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. They are your hidden “Alices.”

Innovation 76

Innovation CX Customer Service Customer Experience 76

Customer Bliss

MARCH 1, 2018

Bucket 5: Think of how to infuse fun into the patient experience. Alan has been able to see success in his customer experience transformation by dividing the work up into these buckets, and he mentions that he’s seen more internal interest in being a part of the process. Make room to create innovative ideas.

Hospitality 61

Hospitality Hospitality Business Administration Healthcare 61

ModSquad

OCTOBER 20, 2023

The best call center isn’t in Georgia – neither the state nor the country. Where is the best place to look for call centers this year? The best call center isn’t in India. The best call center isn’t in the Philippines. You see, the best call center isn’t in a specific geographic location.

Start-ups 59

Start-ups Technology Technology Customer Experience 59

Kerry Bodine

JANUARY 13, 2016

I’m often asked about customer experience conferences: What’s out there? I’ve compiled the following list of conferences spanning a variety of topics — like CEM, service design, customer loyalty, customer success, and contact centers — that should be of interest to a wide range of customer experience professionals.

CEM 48

CEM CX Contact Center Customer Loyalty 48

Service Quality Institute

APRIL 10, 2024

We arrived in Savannah, Georgia on Sunday. It enhances the customer experience. What is another 2-3 minutes. Another 1 -2 hours or 1-2 weeks. I am in Hilton Head this week for my 47th wedding anniversary. My wife Pat and I got married here 47 years ago. Delta took off on time twice and landed early twice.

Customer Service 52

Customer Service Start-ups Sales Customer Experience 52

Chip Bell

FEBRUARY 19, 2019

In fact, the building housing the restaurant is the oldest standing building in Georgia. The Pirate’s House is a restaurant in the edge of Savannah, GA that started as a tavern in 1753.

Entertainment 58

Entertainment Start-ups Customer Service B2C 58

Chip Bell

DECEMBER 18, 2018

About the same time that I moved from Texas to Georgia, the boot dealer in Fort Worth with whom I traded went out of business. So, I called a dealer in Georgia to learn if his store had a pair of size 10, ostrich boots with a #2 toe and a walking heal in chocolate brown. But, I am getting ahead of myself.

B2C 40

B2C B2B Customer Experience Innovation 40

ClientSuccess

NOVEMBER 20, 2020

Here are a few must-attend customer success conferences scheduled to take place in 2021: 1. Digital Customer Experience Virtual Summit – [link]. Attendees will hear from some of the leading experts in customer experience and come away with actionable strategies to implement in their own organizations.

Education 52

Education Gaming Start-ups Innovation 52

Chip Bell

FEBRUARY 18, 2020

One Friday evening, I arrived late at my weekend getaway home on a North Georgia river. It is a small irritant, but one we face each time we are en-route and need to alert them to get our cat ready for checkout. Compare that small challenge with this one. Opening the cabinet door, I discovered the PVC drain pipe under the sink had cracked.

Innovation 49

Innovation CX Customer Service Customer Experience 49

SugarCRM

JUNE 4, 2019

We have 53 employees, the majority of whom work in our headquarters in Atlanta, Georgia, and they are what makes Salesfusion truly special. Customer experience leaders significantly outperform their peers, generating higher average order values, better customer retention and satisfaction and significantly improved brand awareness.”

Customer Experience Management 20

Customer Experience Management Customer Experience Customer Retention CX 20

InteractionMetrics

JUNE 6, 2023

And while Bloom does not write explicitly about the customer experience, much of his research applies directly to customer interactions. Four Drawbacks to Customer Empathy Given all the attention customer empathy gets in the business world, let’s look at what the science reveals. As for empathy?

Customer Service 52

Customer Service Sports Customer Experience Innovation 52

Qualtrics

APRIL 14, 2021

Originally wanting to be a neurologist, an experience during his time at the Medical College of Georgia changed his view on what was important. “I I did a rotation with a physician in southern Georgia who had been in private practice with years of experience. McGill thought healthcare would be interesting.

Healthcare 26

Healthcare Technology Technology AI 26

Aquire

AUGUST 2, 2021

Improve customer experience by providing 24/7 support. Fun fact: By using the chatbot Pounce to send personalized reminders and walk students through school processes, Georgia State University was able to reduce summer melt by 19 percent in the first year of implementation. Help teachers focus on teaching (e.g. Healthcare.

Machine Learning 59

Machine Learning Predictive Analytics Healthcare Start-ups 59

ClientSuccess

SEPTEMBER 24, 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. As a SaaS company our customers are in the product every day so it’s important we’re connecting them with the team directly in charge of the product.

Engineering 40

Engineering NPS Start-ups Sales 40

Customer Bliss

APRIL 16, 2019

#CustomerExperience #WomenLeaders #CCO #customer #businessleadership #business #womanpreneur #makemomproud #CX #Entrepreneur #leadership. Respecting your need for self service and being in control, Georgia Power developed an app for customers called My Power Usage. HOW WOULD YOUR COMPANY ACT IF EVERY CUSTOMER WERE YOUR MOM?

Retail 69

Retail CX Customer Experience Customer Expectations 69

Kerry Bodine

FEBRUARY 25, 2021

If you’re looking for customer experience or service design inspiration, look no further. My gratitude to: Florian Vollmer of NCR in Atlanta, Georgia. We’ve just announced our ten 2020 Service Design Award finalists. And no, that’s not a typo… Covid through a wrench into our annual awards schedule.). The Finalists.

Non-Profits 71

Non-Profits CX Transformation Government Engineering 71