Just like Johnny Flynn said The breath I’ve taken and the one I must to go on Put the grenade pin in your hand, so you understand who’s boss My defeat sleeps top to toe with her success ~Alt-J: Matilda …
Tag: Customer Service
Did THAT Just Happen? Peloton Rides High with Customer Engagement
This may initially appear to be a tale of a customer experience gone array; it is in fact, a perfect illustration of a disappointing customer experience successfully converted into extreme customer engagement. It is the epitome of how a simple …
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ORF-ATL
What’s in my handbag: It’s a small handbag! iPhone and charger, headphones, lipgloss, hair tie and bobby pins, old room keys from the Westin Lake Las Vegas, Luis Vuitton peacock wallet, iPhone and charger, $20, boarding passes, and business cards. …
Did THAT Just Happen? Delta Multichannel Misfires
It’s clear from my posts recently that I’m spending a lot of time traveling. While the endless airports and hotels can make one a little weary, the countless customer experiences have been both notable and enlightening. And while this week’s …
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Did THAT Just Happen? Bad Customer!
Have you seen the recent blog posting – Maybe You Get Bad Customer Service Because You’re a Bad Customer? It’s been forwarded to me at least a dozen times, and I’ve seen it shared on every one of my social …
Did THAT Just Happen? Expectation Management When Delivering Service
We’ve all been on the receiving end of a physical delivery gone awry. That package, that gift, that letter that you desperately need to arrive by a certain day…that just doesn’t. It might have been because a snowstorm hit two …
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ORF-DTW
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 …
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 …
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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 …
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4 Predictions for the Contact Center of the Near Future
4 Predictions for the Contact Center of the Near Future.
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The Badass Unicorn 