How George Washington University Handled a 22% Increase in Email Traffic
Help Scout
AUGUST 22, 2023
Learn how the team at George Washington University handled a 22% increase in email traffic using Help Scout. Read the full article
Washington Related Topics 
Navigating cultural variances in global marketing: Insights from around the world
Adrian Swinscoe
JANUARY 29, 2024
This is a guest post by David Beasley, director at Washington Direct Mail. According to a recent research by Equinix, 72% of global businesses are looking to […] The post Navigating cultural variances in global marketing: Insights from around the world first appeared on Adrian Swinscoe.
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How to Reduce Customer Efforts in Doing Business with You (3 Strategies that Really Work)
Uniphore
AUGUST 26, 2015
People do everything they can to multitask, including online shopping from the bathroom , reports the Washington Post. Modern life is challenging us to have a full social, family, personal and healthy life while fulfilling ourselves professionally. Read More.
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Customer Experience and Service Management; meeting along the Customer Journey
ECXO
APRIL 12, 2021
Several (especially US) universities have started offering CX certification and degree programs (like the Kellogg School of Management3, University of Richmond4 or The George Washington University School of Business5 to name a few).
The Rule of Three QUI TAKEAWAYS to Customer Service and Customer Experience.
Bill Quiseng
OCTOBER 9, 2024
Of course, George Washington. I am here to tell you that if you’re not in the Top Three, you don’t even exist in the minds of your potential customers. Here’s why. Who was the first president of the United States? Who was Number Four? Who was the first person on the moon? Neil Armstrong. But who was Number Four?
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The Art of Crap-Detection
Conversation Agent
JANUARY 31, 2022
Neil Postman delivered his speech, “B t and the Art of Crap-Detection” at the National Convention for the Teachers of English [NCTE], November 28, 1969, in Washington, D.C. This below is the full transcript with no additions or comments on my part.
Technology 115
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What the evolution of cities can teach us about building platforms
Intercom, Inc.
MARCH 7, 2018
West in his book Scale points out that “most urban development and renewal – and in particular almost all newly created planned cities such as Washington, D.C., This is why planned cities such as Washington D.C., Canberra, Brasilia and Islamabad – has not been very successful”.
Transportation 208
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101: The Generational Guru
The DiJulius Group
DECEMBER 7, 2022
He also serves on the Advisory Council for the Coalition for Career Development in Washington, DC. In this episode, John welcomes best-selling author and generational guru Mark Perna. Mark is the founder and CEO of TFS Results, a strategic consulting firm. Read Full Article.
Education 97
97 Education 97
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3 Things Great Companies Do for Customers
Beyond Philosophy
SEPTEMBER 22, 2015
The Airport Fast Park at the Baltimore Washington International Airport also thinks of ways to do things for Customers. In late May this year, they announced they will begin same-day delivery services for many of the Prime Customers for no additional charge. But you don’t have to be as big as Amazon to do more for your Customers.
Gaming 167
167 
Are You Destined To Be CEO?
Beyond Philosophy
JANUARY 10, 2018
Researchers Claudia Custodio in London and Stephan Siegal at the University in Washington in Seattle specifically studied whether this advantage also made oldest children more likely to become CEO of a small or mid-sized company.
Start-ups 151
151 
How a Washington school district used data to survive everything from budget cuts to a pandemic
Qualtrics
AUGUST 25, 2020
A year ago, Vancouver Public Schools — a large school district in Washington State that serves over 23,000 students — was confronting some serious budget cuts. When the pandemic struck Washington, the district had to quickly figure out how to teach its students remotely and ensure that they all had the technology they needed to do so.
Why Qualtrics – Gabriela Vallejo – Enterprise Account Executive – Washington, D.C.
Qualtrics
APRIL 19, 2019
The post Why Qualtrics – Gabriela Vallejo – Enterprise Account Executive – Washington, D.C. She recently started her career with Qualtrics and is a part of our Federal Enterprise Sales Team. appeared first on Qualtrics.
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6 Actions to Deliver a Great Self-Service Experience
Customer Think
SEPTEMBER 9, 2021
In his Washington Post Magazine column, “Your Call Is Unimportant To Us,” Gene Weingarten noted that, “the delay is deliberate. The covid pandemic produced a strong move to self-service while still maintaining phone access for more complex issues. However, the results have not always been positive.
This is our time for a CX Revolution!
Bill Quiseng
NOVEMBER 1, 2023
George Washington was the first President of the United States. Of course, George Washington. Because nobody can remember Number Four. Neil Armstrong was the first man to walk on the face of the moon. It was number four? Who was number four? Who was the first president of the United States? Who was Number Four? Neil Armstrong.
CXM 97
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The Three Principles to Build Customer Loyalty
Bill Quiseng
MAY 31, 2023
Surely, George Washington. Every week, in the month of June, I will offer each one of the Three Principles to Build Customer Loyalty. Why only three? Because nobody can remember Number Four. Who is the first President of the United States? Who is Number Four? Who is the first person to walk on the moon? Neil Armstrong, of course.
Customer Loyalty 109
109 
The Three C's For Meaningful Performance Reviews
CX Accelerator
DECEMBER 20, 2017
The Washington Post has research to support that “basically every single person hates performance reviews.” Of all the things employees despise, end of year performance appraisals (PA’s) are at the top of the list. Regardless of how we arrived here, leaders are no longer bound to the mistakes of the past.
Start-ups 140
140 Review: Micah Solomon’s new ebook: Culture Of Yes: Practices And Principles Of Great Hospitality
Bill Quiseng
AUGUST 10, 2015
Or wouldn’t’ you want to know the secrets of the luxury resort properties that are frequently named in travel magazines as the very best like The Broadmoor or The Inn at Little Washington.
Hospitality 149
149 
A Small but Powerful Surprise
Shep Hyken
JANUARY 19, 2022
IAD, by the way, is the airport code for Dulles Airport in the Washington, D.C., The TSA officer who inspected the contents of George’s suitcase noticed the reward and wrote, “Congratulations! George not only smiled at the surprise message on the notice, but he also saved it. Years later he shared it with me.
Transportation 116
116 
How To Manage Expectations
Beyond Philosophy
MARCH 23, 2018
A Tufts University researcher named Silke Forbes thought it odd that she arrived 30 minutes early on a flight from Cleveland to Washington. I have, but I never thought much about it until I heard this NPR report. She had taken the same flight a few years before, but it had taken less time back then. What was really going on here?
Transportation 124
124 
How Customers Make Rules for Themselves
Beyond Philosophy
NOVEMBER 22, 2018
One time I had a meeting in Washington D.C. However, rules don’t always work. For example, I have another rule always to book my flights on Delta because they are competitive and fly anywhere I need to go. where I was meeting one of my team, who lived in Atlanta.
Sales 148
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Ben Puzzuoli: Improving Front Line Customer Service
Bill Quiseng
JULY 28, 2014
Marriott Hotel in Washington, D.C., The real benefit of social media is in meeting people who share like interests. My very first management position was with Marriott Hotels. Back then, there were less than 35 hotels worldwide. Recently Marriott opened the J.W. its 4000th.
Customer Service 143
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Naked Dining: A Different Customer Experience
Beyond Philosophy
MAY 4, 2016
From the National Gallery, Washington DC. As I am writing this, The Bunyadi’s website shows nearly 32,000 people on the waiting list for tickets. The Fall of Man by Hendrik Goltzius (German, 1558 – 1617); oil on canvas, 1616. Photo by GraphicaArtis/Getty Images).
How Not To Engage Employees: Telecoms Lead The Way Again
Beyond Philosophy
MAY 25, 2016
The federal government pressured both sides to return to the negotiating table in Washington D.C. Attempts to negotiate have deteriorated to the point of an armed confrontation in the Philippines. with the help of a federal mediator. Shares were down 3% since the strike began. Last Thursday morning, they were down 2%.
Government 113
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Thank You. We Appreciate You: a case study in caring for employees
Customer Think
MAY 2, 2023
If you’re not in one of the 5 states where it operates (Washington, Idaho, Nevada, California, and Oregon), you may not be familiar with it and I’d like to introduce you. Early this morning I went to my favorite ‘big box’ supermarket, WinCo.
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How to Cultivate Customer Loyalty That Lasts
Aquire
DECEMBER 16, 2021
The Inn at Little Washington not only knows what it’s like to go the extra mile, they know what it’s like to go the extra 200 miles for a customer! The Inn at Little Washington were willing to go above and beyond to ensure their cusotmers’ stay was a success. The Neiman Marcus app is part of the omnichannel offering.
Good Tipper Or Scrooge – What Are You?
Beyond Philosophy
FEBRUARY 13, 2017
The Washington Post submits tipping began because employers hired freed slaves to serve food but didn’t want to pay them an hourly wage. One argument is that it originated in 17th Century England taverns where customers would give their server extra money “to insure promptitude” or T.I.P. Wherever it started, it didn’t make it to the U.S.
Start-ups 126
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American Universities Acceptance Rate – Ivy League & Below
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
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5 Must-Attend Customer Service Conferences in 2019
Fonolo
NOVEMBER 13, 2018
Where: Washington, DC. Now in its seventh year, Smart Customer Service shines a spotlight on the innovative ways CS technologies are shaping our lives and changing how CS professionals do business. The event focuses on helping attendees move forward, better allocate limited resources, or simply get started. When: April 29-May 1, 2019.
Customer Service 108
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Is the Golden Rule Part of Your Customer Experience Strategy?
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. Maybe it’s an attentional bias on my part, but I've noticed a trend of insulting restaurant workers in the news.
The Business Genius of Jeff Bezos
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. At the age of 30, Bezos abandoned a successful career on Wall Street to start his own business. His idea to create Amazon came on the way from New York to Seattle, when he could not find anything interesting to read.
E-commerce 18
18 Are You A Complainer Or A Realist?
Beyond Philosophy
MAY 18, 2018
Furthermore, the NY Times goes on to lay blame on lenient policies in Washington for technology companies that allow them to grow into monopolies. ” and cites Amazon and other corporate behemoths like them as the problem for these failing retailers. They are only the new villain, painted with an unscrupulous brush.
Transportation 118
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You Are Known by Your Works
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.
Quiz: How well do you know MLK?
ProProfs
JANUARY 18, 2013
id="" value="" disabled="disabled" />--> Lincoln Monument in Washington, D.C. id="" value="" disabled="disabled" />--> March on Washington for Jobs and Freedom. id="" value="" disabled="disabled" />--> Courthouse in Montgomery, Ala. id="" value="" disabled="disabled" />--> Ebenezer Baptist Church in Atlanta, Ga.
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This is our time for a CX Revolution! Part Two.
Bill Quiseng
NOVEMBER 8, 2023
Surely, George Washington. For several weeks, starting last October, I offer each one of the Rule of Three QUI Takeaways to revolutionize CX. Why only three? Because nobody can remember Number Four. Who is the first President of the United States? Who is Number Four? Who is the first person to walk on the moon? Neil Armstrong, of course.
CX 88
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How to Improve Healthcare CX: Lessons from a CXO and Hospitality Veteran
Customer Bliss
JUNE 20, 2018
Shawn Smith is a Chief Experience Officer at MedStar Washington Hospital Center. Shawn learned the importance of analyzing data in order to implement CX changes – a skill that came in handy for his current role as CXO at MedStar Washington Hospital Center, a large academic medical and trauma center in the DMV area.
Hospitality 57
57 Naked Dining: A Different Customer Experience
Beyond Philosophy
NOVEMBER 29, 0002
From the National Gallery, Washington DC. There are already 30,000 people on the waiting list for reservations at Bunyadi —and counting. The Fall of Man by Hendrik Goltzius (German, 1558 – 1617); oil on canvas, 1616. Photo by GraphicaArtis/Getty Images).
Operational Controls
The Squawk Point
JUNE 13, 2022
At approximately 5 pm on Monday 22nd June 2009, a Washington Metro train heading towards Shady Grove smashed into the rear of the train ahead of it. Operational Controls are Worthless if They Aren’t Maintained. The Automatic Train Control system had instructed the train to travel at full speed (55 mph).
The Intrepid Buyer
Buyer Persona
NOVEMBER 29, 2020
The expedition lasted until their return in the fall of 1806 to Washington D.C. Gathering supplies such as compasses, camping tools, weapons, maps, and more. Including items to trade with Native Americans such as beads, knives, and mirrors. . Doing so against tremendous odds.
Finance 101
101 How the Smithsonian Built their Journey Map, with Samir Bitar [CB4]
Customer Bliss
MAY 10, 2016
Samir currently rows crew with Washington D.C.-based Samir has a Masters of Arts Management from Carnegie Mellon University, a certificate of training from the Merce Cunningham Professional Training Program, and a bachelor’s degree in Humanities from the New College of California. based DC Strokes. Take Away Messages for the Audience.
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[Experience Action Podcast] CX Pulse Check – October 2024
Experience Investigators
OCTOBER 8, 2024
Rohit lives in the Washington DC area with his wife and is a proud dad of two boys. The Washington Post) Resources Mentioned: Experience Investigators Learning Center Want to ask a question about this episode – or another CX issue? He loves the Olympics (he’s been to five!) and actively hates cauliflower. But is it safe?
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52 Innovating with Crazy Customers
Chip Bell
AUGUST 18, 2020
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. You have customers with the cleverness of Albert Einstein, the inventiveness of Booker T. They are your hidden “Alices.”
Innovation 76
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CFPB data privacy rule coming later this month
NGDATA
OCTOBER 25, 2023
During a speech in Washington, D.C., The Consumer Financial Protection Bureau plans later this month to release its long-awaited rulemaking to implement Section 1033 of the Dodd-Frank Act, concerning financial data privacy, Director Rohit Chopra said today.
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Ignore Your Customers (and They’ll Go Away!)
TeamSupport
FEBRUARY 11, 2021
Bloomberg BusinessWeek , CNBC, the Harvard Business Review, the New York Times, and the Washington Post. He is a senior contributor to Forbes and his expertise has been featured in Inc. Micah’s most recent book is Ignore Your Customers (and They’ll Go Away!):
B2B 85
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8 Ingredients To Cava’s Growth Plan That You Can Carry Away
Customer Think
APRIL 2, 2024
The Washington, D.C.-based Price and promotion might be the key proteins of retail operations, but make no mistake, there’s a lot to be learned from what’s inside a $13 pita wrap. The fast-casual chain Cava Group offers proof.
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