Beyond Philosophy

AUGUST 30, 2017

On NPR’s podcast Hidden Brain , host Shankar Vedantam spoke with Jonah Berger, a researcher and professor at the University of Pennsylvania and the author of Invisible Influence: The Hidden Forces That Shape Behavior. Influence Attracts and Repulses. But influence works in other ways, too.

Customer Experience 130

Customer Experience 130

Beyond Philosophy

AUGUST 20, 2020

Professor Melumad is an assistant professor of marketing at the Wharton School at the University of Pennsylvania and has worked a lot in a relatively new research area about people’s relationship with mobile phones. We Are More Emotional on Our Phones Than Computers.

Transportation 348

Transportation Social Media Technology Technology 348

Beyond Philosophy

MARCH 9, 2016

Researchers at Harvard Business School, Wharton School and the University of Pennsylvania discovered that apologizing for the inclement weather would get perfect strangers to loan you their mobile phone. Neither of these things happens while discussing business, but instead by making an effort to connect on a personal level.

Start-ups 113

Start-ups Sales CX Customer Experience 113

Fonolo

JANUARY 16, 2019

Thomas is founder and CEO of award-winning Expivia, a USA BPO omni-channel contact center located in Pennsylvania. VPs & Directors of Customer Experience. The Panelists. Thomas Laird. He has 25 years of experience in all facets of contact center operations. Twitter: @tlaird_expivia. Jeremy Watkin. Director of Customer Experience.

Contact Center 85

Contact Center Social Media Education AI 85

Beyond Philosophy

FEBRUARY 19, 2019

We hosted a special guest Professor Barbara Kahn from the Wharton School at the University of Pennsylvania on our recent podcast. I imagined their rejection of the idea of CX must have been like when Blockbuster thought about buying Netflix and decided, “Nah! Streaming is never going to catch on.”.

Retail 142

Retail Customer Experience CX 142

VOZIQ

FEBRUARY 18, 2021

According to a case study published by The Wharton School of the University of Pennsylvania in 2013, referrals from existing customers generated higher profit margins, were more loyal to the business and showed more spending. Referrals not only tend to stay longer , but they have also proven to have a more lifetime value.

Touchpoint 98

Touchpoint Business Growth Sales Customer Relationship 98

Foresee

MAY 21, 2021

UGI Utilities is a natural gas and electric utility serving more than 700k customers in Pennsylvania and Maryland. There are constant weather events that take power out and result in huge call volume to the contact center. They visited us at Engage21 to share how they were able […].

Contact Center 52

Contact Center CX 52

Beyond Philosophy

NOVEMBER 12, 2020

We know from a former guest on our podcast, Shiri Melumad, assistant professor of marketing at the Wharton School, University of Pennsylvania that she has data that shows people respond differently on mobile phones than they do on their computers , albeit subtle differences.

Manufacturing 162

Manufacturing Technology Technology Government 162

PeopleMetrics

DECEMBER 12, 2017

Skilled in Operations; Technical Leadership & Product Management; Negotiation; Sales; Customer Relationship Management (CRM); Go-to-market Strategies & Managed/Professional Services, David is a strong strategic and operational leader and holds an MBA in Finance from Wharton School, University of Pennsylvania. Talk to David.

CEM 84

CEM CRM Customer Relationship Management VOC 84

Taylor Reach Group

JANUARY 21, 2019

Philadelphia, Pennsylvania and launched the internationally renowned and multi-awarded Philly311 Contact Center Operations. President’s 24/7 White House Veteran Administration Hotline Contact Center Operations to track and monitor escalated Veterans complaints.

Contact Center 70

Contact Center Artificial Intelligence Government Innovation 70

Fonolo

JANUARY 29, 2019

Thomas is founder and CEO of award-winning Expivia, a USA BPO omni-channel contact center located in Pennsylvania. VPs & Directors of Customer Experience. The Panelists. Thomas Laird. He has 25 years of experience in all facets of contact center operations. Twitter: @tlaird_expivia. Jeremy Watkin. Director of Customer Experience.

Contact Center 85

Contact Center Omnichannel Entertainment Social Media 85

Fonolo

JANUARY 24, 2019

Thomas is founder and CEO of award-winning Expivia, a USA BPO omni-channel contact center located in Pennsylvania. VPs & Directors of Customer Experience. The Panelists: Thomas Laird. He has 25 years of experience in all facets of contact center operations. Twitter: @tlaird_expivia. Jeremy Watkin. Director of Customer Experience.

Artificial Intelligence 62

Artificial Intelligence Contact Center Social Media Education 62

Customer Experience Matrix

MARCH 14, 2013

Raab Associates has been gradually relocating from New York to Pennsylvania over the past two weeks. I won’t subject you to a post like “what B2B marketers can learn from moving companies”, which is one of my least favorite ploys for repackaging old advice in a “fun” format.

B2B 59

B2B Sales Technology Technology 59

PeopleMetrics

FEBRUARY 26, 2018

Skilled in Operations; Technical Leadership & Product Management; Negotiation; Sales; Customer Relationship Management (CRM); Go-to-market Strategies & Managed/Professional Services, David is a strong strategic and operational leader and holds an MBA in Finance from Wharton School, University of Pennsylvania.

NPS 96

NPS Net Promoter Score B2B Construction 96

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 75

Education Engineering 75

Fonolo

FEBRUARY 26, 2019

In case you aren’t familiar with the concept of positive psychology, here’s an abbreviated definition from the Positive Psychology Center at the University of Pennsylvania: Positive psychology is the scientific study of the strengths that enable individuals and communities to thrive.

Customer Service 77

Customer Service Contact Center Education Technology 77

PeopleMetrics

JANUARY 10, 2018

Skilled in Operations; Technical Leadership & Product Management; Negotiation; Sales; Customer Relationship Management (CRM); Go-to-market Strategies & Managed/Professional Services, David is a strong strategic and operational leader and holds an MBA in Finance from Wharton School, University of Pennsylvania. Talk to David.

CEM 73

CEM Close the Loop Text Analytics Social Media 73

Lightico

MARCH 23, 2022

What are the advantages of becoming an MGA? Knowledge – Most MGAs have years of experience working within the insurance industry.

Retail 52

Retail Innovation Sales Customer Service 52

VOZIQ

FEBRUARY 11, 2022

According to a 2013 study by The Wharton School of the University of Pennsylvania, referrals from existing customers tend to spend more, generate higher margins, and stay with the company longer. Happy customers would want to refer the brand to their contacts as they trust it already and the trust is built over time. Negative word of mouth.

Customer Acquisition 56

Customer Acquisition AI Gaming Business Growth 56

Customer Bliss

FEBRUARY 7, 2017

She earned a master’s degree in marketing and international business from New York University, and a Bachelor of Science in supply chain management from Pennsylvania State University. Prior to this, Karen spent 12 years with Merck in marketing, operations and supply chain leadership. Karen is on the board of Lennox International and Susan G.

Technology 64

Technology Technology CX Customer Satisfaction 64

Qualtrics

MARCH 16, 2020

The Department of Human Services in Alleghany County, Pennsylvania, sent a proactive survey to the community asking what information citizens need and how they could work together to provide essential services during the COVID-19 pandemic. Local governments can track requests for information and reports of symptoms in their communities.

Government 52

Government Education 52

Chip Bell

DECEMBER 21, 2020

Nine years later, Charles Roberts who was married and the father of three children, burst into a one-room Amish schoolhouse in Nickel Mines, Pennsylvania, with a handgun, 12-gauge shotgun, rifle, cans of black powder, stun gun, two knives, a toolbox and restraint devices. The milk delivery man in Georgetown, PA, lost his infant daughter.

Innovation 53

Innovation 53

Customer Experience Matrix

OCTOBER 9, 2009

A recent survey conducted by professors by UC/Berkeley and University of Pennsylvania concluded (to quote its full title) that “Contrary to what marketers say, Americans Reject Tailored Advertising and Three Activities That Enable It.” The authors clearly had an agenda, but the industry still needs to present its side of the story.

Education 48

Education 48

ClientSuccess

JULY 29, 2019

Location : King of Prussia, Pennsylvania. 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. Let’s get started with this week’s post! From : Ashley Correll , Chief Operating Officer. Question 1.

Start-ups 59

Start-ups Innovation Touchpoint Customer Service 59

PeopleMetrics

MAY 16, 2018

Skilled in Operations; Technical Leadership & Product Management; Negotiation; Sales; Customer Relationship Management (CRM); Go-to-market Strategies & Managed/Professional Services, David is a strong strategic and operational leader and holds an MBA in Finance from Wharton School, University of Pennsylvania. Print this article.

Customer Satisfaction 48

Customer Satisfaction CEM Customer Experience Finance 48

Fonolo

APRIL 25, 2018

A joint study out of the University of Pennsylvania and the University of Minnesota found, compared to simply having acquaintances at work, work friends outperformed on most tasks. They call in sick less often, have fewer workplace accidents, and transition between jobs less frequently.

Contact Center 59

Contact Center Customer Service Customer Satisfaction CX 59

Customer Bliss

MARCH 23, 2022

Stewart Friedman, a professor at the University of Pennsylvania’s Wharton School who has been researching work-life balance policies since 1991 says they’ve nailed it. The balancing act is creating an environment of courageous people, while also not making it career limiting to take the benefits offered.

Engineering 55

Engineering Start-ups Innovation 55

PeopleMetrics

JANUARY 25, 2018

Skilled in Operations; Technical Leadership & Product Management; Negotiation; Sales; Customer Relationship Management (CRM); Go-to-market Strategies & Managed/Professional Services, David is a strong strategic and operational leader and holds an MBA in Finance from Wharton School, University of Pennsylvania.

Education 78

Education Compliance Government CRM 78

Fonolo

JANUARY 30, 2019

Thomas is founder and CEO of award-winning Expivia, a USA BPO omni-channel contact center located in Pennsylvania. VPs & Directors of Customer Experience. The Panelists. Thomas Laird. He has 25 years of experience in all facets of contact center operations. Twitter: @tlaird_expivia. Jeremy Watkin. Director of Customer Experience.

Contact Center 57

Contact Center Social Media Education Innovation 57

Comm100

AUGUST 21, 2023

Pros of standardized testing The debate around standardized tests is complex and nuanced, so let’s begin by exploring the pros of standardized testing and understanding what the benefits of standardized testing are to both students and schools.

Education 52

Education 52

Qualtrics

JULY 18, 2019

Here’s an actual example of a simple sign on the front door of a restaurant in Pennsylvania where the restaurant owners communicated that customer feedback had been heard, and what the restaurant had done in response. Have a conversation. Don’t underestimate the power of a one-on-one conversation with a customer as a follow-up to feedback.

Close the Loop 49

Close the Loop Government Customer Feedback Construction 49

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

The Customer Service Blog

MARCH 31, 2021

He transferred to the University of Pennsylvania two years later, where he received dual bachelor's degrees in economics and physics. Musk was born to a Canadian mother and South African father and raised in Pretoria, South Africa.

Transportation 40

Transportation Non-Profits Manufacturing Artificial Intelligence 40

ProProfs

JANUARY 18, 2013

Which two industries — Central Pennsylvania has a growing number of them — present a larger challenge than others to the insurance industry on risk assessment? id="" value="" disabled="disabled" />--> True. id="" value="" disabled="disabled" />--> False. id="" value="" disabled="disabled" />--> Trucking and manufacturing.

Manufacturing 40

Manufacturing Gaming Business Management Technology 40

Lightico

AUGUST 19, 2021

Supporting small business clients and making it more seamless to digitally open an account have also been top of priorities for CNB Bank, which operates 45 full service offices in Pennsylvania, Ohio, and New York. “We We focused on the small business side, they needed the help the most.

Real Estate 52

Real Estate Innovation Gaming Customer Loyalty 52

Qualtrics

JANUARY 29, 2019

He holds a Bachelors from the University of South Carolina and an MBA from the University of Pennsylvania – The Wharton School. Prior to joining Qualtrics he held various product roles at Google, Twitter, and was a Co-Founder and COO of Candor, Inc.

35

35

ClientSuccess

SEPTEMBER 24, 2019

2) From : Ashley Correll , Chief Operating Officer | Company : Beyond Insurance | Location : King of Prussia, Pennsylvania. 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.

Engineering 40

Engineering NPS Start-ups Sales 40