Tag: Customer Experience
What’s in my handbag: WAY TOO MUCH! It seems the relocation has made me disorganized. This is the first flight post-move and there is a mess to represent it – my iPhone, four tubes of lipstick/lip gloss, the September issue of the Harvard Business Review (there is an article inside entitled “The Truth About Customer…
Did THAT Just Happen? Service Failure at World Market
Have you ever had a customer service experience that literally leaves you disheartened? Have you continued to engage and be loyal to the brand, even after they’ve failed you? Last week in Extreme Engagement from Sweaty Betty, we disclosed that only 25% of companies feel customers are extremely engaged with their brand. ICMI and USAN…
Did THAT Just Happen? – Starbucks Monitors and Reacts in Real-Time
Last week in this blog series I made correlations between the services I received from US Airways, and the real-time management concepts from Brad Cleveland’s book, Call Center Management on Fast Forward. I’d like to continue with that theme and extrapolate out some of the other principles of real-time management that Brad describes and that…
4 Predictions for the Contact Center of the Near Future
4 Predictions for the Contact Center of the Near Future.
Did THAT Just Happen? – US Airways Real-time Management
In Brad Cleveland’s book, Call Center Management on Fast Forward, he defines real-time management as “making adjustments to staffing and thresholds in the systems and network in response to current queue conditions.” This concept is one that every contact center leader becomes acutely in tune with, as the variables impacting the call center are vast…
Did THAT Just Happen? – United and San Francisco TSA Customer Service
Customer segmentation is a fairly standard practice within most contact centers, yet it is still considered controversial by many. The better you are as a customer; the better the service you shall receive. In most cases, your status and place in queue is determined by the amount of money you’ve spent or the lifetime value…
Did THAT Just Happen?
I woke up inspired today. It might have been the break in the clouds, the passing of my 41st birthday, or the basic joy of waking up next to my beautiful husband in our own bed for a change. Perhaps it was my knowing of good things to come, adventures to be had, or expectations…
Treat me Right, I’m Yours for Life
So you wanna get with me Say you got all I want Say you got all I need So you think that you’re the one Who deserves my love But love takes respect and I will take nothing less If you don’t know the rules I’ll explain the rules to you Treat me right, I’m…
Do You Like Me? Do You REALLY, REALLY Like Me?
There might have been a time when I would give myself away Oh, once upon a time, I didn’t give a damn But now, here we are, so whataya want from me? Whataya want from me? ~ Adam Lambert, What do you Want From Me? I’ve been back on the road lately. I’ve been back…