Shep Hyken

JANUARY 19, 2022

IAD, by the way, is the airport code for Dulles Airport in the Washington, D.C., If a TSA employee inspecting luggage can surprise a passenger, it shouldn’t be hard for you to find ways to deliver small surprises to your customers. . George not only smiled at the surprise message on the notice, but he also saved it.

Transportation 116

Transportation Customer Service Customer Experience 116

Bill Quiseng

MAY 31, 2023

Surely, George Washington. For starters, let me give you these simple definitions: Customer service is what you do for your customers. Customer experience or CX is how your customers feel about what you do. Who is the first President of the United States? Who is Number Four? Neil Armstrong, of course.

Customer Loyalty 109

Customer Loyalty CXM Social Media CX 109

Callminer

AUGUST 1, 2017

If customers are being sent to the wrong department, then they tied up customer service personnel from helping the right people. Customer service diminishes. InsO International changed the call center and customer service arena by pioneering the world’s first hybrid call center solution. Alex Tebbs.

Contact Center 334

Contact Center Real Estate Start-ups Sales 334

The Success League

MARCH 12, 2025

Would I have to spend an hour arguing with customer service just to get rebooked? Kristen has served as a judge for the Customer Success Excellence awards, and is on the board of several early-stage tech companies. She received her MBA from the University of Washington in Seattle, and now lives in San Francisco.

Customer Journey Map 52

Customer Journey Map AI Start-ups Customer Experience 52

Customer Think

SEPTEMBER 9, 2021

The covid pandemic produced a strong move to self-service while still maintaining phone access for more complex issues. In his Washington Post Magazine column, “Your Call Is Unimportant To Us,” Gene Weingarten noted that, “the delay is deliberate. However, the results have not always been positive.

Customer Service 84

Customer Service 84

Beyond Philosophy

MAY 4, 2016

From the National Gallery, Washington DC. Looking at this as a customer experience consultant , I’m reminded of the Steve Jobs quote, “A lot of times, people don’t know what they want until you show it to them.”. We may use customer mirrors to see where our clients’ current customer service is lacking.

Customer Experience 113

Customer Experience Customer Service 113

Bill Quiseng

NOVEMBER 8, 2023

Surely, George Washington. With the Rule of Three in mind, here is the second QUI TAKEAWAY: Customer service versus customer CARE. So shouldn’t customer service be customer care? At the same time, customer service experts have advocated that the the people in customer service are the frontlines.

CX 88

CX Social Media Education Customer Service 88

Taylor Reach Group

SEPTEMBER 18, 2017

We recently had the opportunity to host the founder of Customer Services Audit and creator of Snapshotz™ Online , Deepak Selvaratnam , at Taylor Reach Group’s Headquarters, for a cheese and wine reception.

Contact Center 20

Contact Center Customer Service 20

The Customer Service Blog

SEPTEMBER 6, 2023

In 1994, he stepped down as senior vice president of investment firm DE Shaw & Co and moved to Seattle, Washington. Being customer-focused allows you to be more pioneering.” “If If you’re long-term oriented, customer interests and shareholder interests are aligned.” “The It just works.” “If

E-commerce 18

E-commerce Innovation Customer Service 18

Aquire

DECEMBER 16, 2021

And when customers trust companies, they are far more likely to do business with them again. There are many practical strategies you can implement to encourage repeat customers and increase customer lifetime value through customer loyalty. Provide great customer service. Understand the customer journey.

Customer Loyalty 98

Customer Loyalty Social Media Omnichannel Customer Journey Map 98

TeamSupport

FEBRUARY 11, 2021

A playbook for delivering the ultimate customer service experiences. The customer experience is the new marketing. Customers have stopped believing what your company says about itself. The impact of customer service is magnified in B2B. In B2B, customer service invokes a multiplier effect.

B2B 85

B2B Retail Customer Service AI 85

Zendesk

MARCH 3, 2021

But it is true that a lack of solid goal setting can do serious damage to a support team’s success—and, by proxy, your customers’ happiness. Achieving your ideal customer service results starts with clear objectives. The same tactic can apply to customer service goals. Consider these examples.

Customer Service 59

Customer Service CRM Omnichannel Social Media 59

CSAT.AI

FEBRUARY 19, 2020

Though there are great customer service experiences, they are not considered the norm. You want to define exceptional customer experience, and make it standard at your company. One of the keys to this puzzle is service agents who can “read the room”. How to Read Your Customers. Have a Laugh. I Feel You.

Customer Service 52

Customer Service Omnichannel Start-ups CX 52

Intercom, Inc.

NOVEMBER 17, 2021

, what to keep in mind, and what’s going to help you navigate all the tricky, touchy situations in customer service. If you’re short on time, here are a few quick takeaways: Writing successful emails is an acquired skill, so businesses should always train their customer service agents. Do you see me at all?'”

Start-ups 118

Start-ups Social Media Government Customer Service 118

PeopleMetrics

MAY 12, 2016

I’m talking about this type of report from The Washington Post , in which servers leave grammatically inept insults like “im a plad a ” on receipts. Suffice it to say, insult-laden receipts aren’t among our customer experience best practices.

Customer Experience 86

Customer Experience Close the Loop Customer Feedback Customer Experience Management 86

Chip Bell

APRIL 9, 2019

We do not need a sign to identify the Washington Monument, the Eifel Tower, or Big Ben. His point was to let the performance of the bank and the reputation of its people be the identifying moniker of the structure. If you are known by your works the context in which they are performed will become the label.

Entertainment 84

Entertainment Construction Customer Expectations Innovation 84

Taylor Reach Group

JANUARY 21, 2019

Prior to relocating to Washington, DC, Rosetta was appointed Chief Customer Service Officer for 5th largest city in the U.S., About the Taylor Reach Group, Inc. – Established 2003, Taylor Reach is a worldwide, leading Contact Center, Call Center, and Customer Experience consulting firm.

Contact Center 70

Contact Center Artificial Intelligence Government Innovation 70

Customer Bliss

JUNE 20, 2018

Shawn Smith is a Chief Experience Officer at MedStar Washington Hospital Center. Here, he learned to improve customer care (improving valet functions, front desk experience, etc.) What happens when one moves from hospitality to healthcare? while also complying with standard healthcare operations and regulations.

Hospitality 57

Hospitality Hospitality Healthcare CX 57

Zendesk

JUNE 30, 2022

The app comes in-built with categorization for transactions, and its self-learning algorithms learn as you use the application to augment your customer service capabilities. Washington features sidebar navigation and a clean layout on the homepage highlighting key information as custom blocks that can be linked to any URLs.

Artificial Intelligence 98

Artificial Intelligence Retail CRM AI 98

Comm100

MARCH 9, 2022

Through a combination of innovative services and new technology, you’ll learn how credit unions can improve member experience with current and future members, as well their customer service reps too. Speed up support with live chat.

Omnichannel 96

Omnichannel Social Media Start-ups Innovation 96

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. ” How would these “Alices” characterize your openness and encouragement of their participation in creating breakthrough products and services with you?

Innovation 76

Innovation CX Customer Service Customer Experience 76

Taylor Reach Group

MARCH 26, 2018

This event is a hub of ideas, inspiration and industry connections for customer service and customer contact executives who strive to innovate the customer experience. Customer Contact East: a Frost and Sullivan Executive Exchange April 8 – 11, Marco Island, FL. Join us in Washington, D.C.

Contact Center 51

Contact Center Artificial Intelligence Customer Experience CEM 51

Zendesk

JANUARY 18, 2024

Alana Ramo, director of the Agents of Change program, explains why this work is so vital: “Zendesk helps nonprofit organizations train students with backgrounds in traditional customer service so they can enter into new careers with tech-enabled companies and access more opportunities. It also offers employee engagement opportunities.

CX 78

CX Omnichannel Technology Technology 78

The Customer Service Blog

JANUARY 5, 2024

This involved unsubstantiated accusations of child abuse against prominent individuals linked to a Washington DC pizzeria. It was fake news that led to the ‘pizzagate’ scandal in 2016, for example. While last year, the brand Target was falsely accused of selling ‘satanic’ children’s clothes on social media.

Pharmaceutical 73

Pharmaceutical Social Media Technology Technology 73

InteractionMetrics

APRIL 4, 2019

April 2019: Catch customer experience speaker, Martha Brooke at 2 national conferences: Operations Summit in Columbus, OH and the Smart Customer Service track of CRM Evolution in Washington, DC. In addition, she’ll moderate a panel on how to improve customer service in omni channel environments.

Customer Experience 40

Customer Experience CRM Technology Technology 40

CX Journey

MARCH 14, 2017

As customer experience professionals, we don't really own any budget, except for maybe listening tools, analytical tools, and personnel. But oftentimes, that budget sits elsewhere, e.g., marketing, operations, customer service, etc., But it feels like we, as customer experience professionals, get dinged for this.

CX 59

CX Innovation Technology Technology 59

Taylor Reach Group

APRIL 9, 2018

The answer from the client as suspected was “No they are all over town”, The senior manager smiled, “Good then why can’t we just accept that a percentage of our customers will be less than truthful, because I’m sure the liar density in this town, like others is pretty equally distributed”. Well, that did it.

Contact Center 88

Contact Center Gaming Sales Technology 88

Kerry Bodine

JANUARY 13, 2016

Next Generation Customer Experience. Customer 360 Symposium. Customer Service Experience. Washington, D.C. Service Providers. March 21 – 23, 2016. San Diego, California. April 4 – 6, 2016. Hunter Valley, Australia. May 23 – 25, 2016. Adaptive Path’s Managing Experience (MX 2016). March 29 – 30, 2016.

CEM 48

CEM CX Contact Center Customer Loyalty 48

ClientSuccess

NOVEMBER 14, 2019

Attendees will dive deep into the customer journey and customer experience (hence the name, CX) to help promote tangible, tactical strategies that can be applied in the real world after the conference concludes. Smart Customer Service. JW Marriott, Washington D.C. April 27-29, 2020.

Innovation 40

Innovation Customer Service CX Customer Experience 40

1 to 1

APRIL 24, 2015

The sun was shining, temps finally warmed up after an abysmal winter, opening ceremonies paid tribute to local heroes like the Richard and Frates families,* and our beloved Red Sox beat the Washington Nationals 9 to 4.

Gaming 40

Gaming Customer Experience Customer Loyalty CX 40

ClientSuccess

NOVEMBER 14, 2019

Attendees will dive deep into the customer journey and customer experience (hence the name, CX) to help promote tangible, tactical strategies that can be applied in the real world after the conference concludes. Smart Customer Service. JW Marriott Washington DC. April 27-29, 2020.

Innovation 40

Innovation Customer Service CX Customer Experience 40

Lightico

MARCH 23, 2022

This includes keeping track of all paperwork, paying bills, scheduling appointments, and handling customer complaints. Customer Service – MGAs must answer questions from prospective customers and handle any problems that arise. What are the advantages of becoming an MGA?

Retail 52

Retail Innovation Sales Customer Service 52

Taylor Reach Group

AUGUST 29, 2017

Drive Marketing Returns in 2018 with Customer Insights – September 14. PACE Washington Summit – 2017 – September 17-19. Customer Engagement Compliance Professional (CECP) 2-day Live Training. Call Centre and Customer Services Summit – September 18 – 19. A Brand and Demand Solutions eBroadcast.

Contact Center 48

Contact Center Customer Experience CEM Compliance 48

Intercom, Inc.

SEPTEMBER 17, 2020

But I did get some elementary school and middle school education in the States near Washington, D.C., I learned so much, I had so much fun experiencing everything from sales, sales management, operations, customer service. and that’s why I have this American accent minus the vocabulary.

Start-ups 210

Start-ups Sales Non-Profits Social Media 210

SurveySensum

JULY 14, 2020

Meet the Top 150 Global Customer Experience Thought Leaders and Influencers of 2020. Adam Toporek – Customer Service Expert, Keynote Speaker, Trainer, Strategic Advisor . Annette Franz – Customer Experience Consultant, Keynote Speaker, Author . LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Chip Bell

JUNE 9, 2020

The March on Washington in August 1963 (complete with Dr. Martin Luther King’s “I have a dream” speech) sent a convincing message that no doubt influenced the passage of the Civil Rights Act a year later. It is no different than leaders who enjoy making a big fuss about how they are focused on their customers.

Gaming 42

Gaming Start-ups Customer Service Customer Expectations 42

MattsenKumar

SEPTEMBER 16, 2021

The firm also provides after-sales support services using various communication channels like email, live chat, and phone. MattsenKumar strives for excellence and quality; hence they use state-of-the-art technology and increase CSAT score and customer retention rate. Washington, D.C.-based About GoodFirms.

E-commerce 52

E-commerce B2B Innovation Customer Retention 52