Tag: Customer Service

• When It’s Time to Go

  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 Got a moment? Go ahead and Google ‘how do I know when it’s time to […]

  Sarah Stealey Reed

  June 26, 2014

  call center, contact center, Customer Experience, customer service, Jason, love, moving, relocation

  Alt-J, call center, contact center, Customer Service, Ivanla Vanzant, Iyanla Vanzant, Johnny Flynn, Nashville, Norfolk

• 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 customer service interaction can create customer loyalty. Customer disappointment is an unfortunate reality for most […]

  Sarah Stealey Reed

  February 18, 2014

  call center, contact center, Customer Experience, customer service, cycling, Did That Just Happen, Norfolk, spinning, working out

  Call centre, Customer, Customer Service, Peloton, Peloton Bike, Social media, Twitter

• 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. What’s in my backpack: Everything else. “Miss Peregrine’s Home for Peculiar Children” by Ransom Riggs, […]

  Sarah Stealey Reed

  October 21, 2013

  contact center, Customer Experience, customer service, Jason, traveling

  ATL, contact center, Customer Service, flying, ICMI, iPhone, Las Vegas, Marc Jacobs, ORF, traveling

• 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 discussion is again focused on a travel provider, it ironically occurred while I was not […]

  Sarah Stealey Reed

  October 14, 2013

  call center, contact center, Customer Experience, customer service, Did That Just Happen

  Call centre, Customer, Customer Service, Delta, SkyMiles, Social media, Twitter

• 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 media feeds. It’s obviously quite popular, because at the time of this writing it’s been […]

  Sarah Stealey Reed

  September 23, 2013

  call center, contact center, Customer Experience, customer service, Did That Just Happen

  Call centre, Customer, Customer Service, Matt Walsh

• 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 days before Christmas and deliveries are all backed up or that you barely missed UPS […]

  Sarah Stealey Reed

  September 10, 2013

  Customer Experience, customer service, Did That Just Happen, Jason, moving, Norfolk, relocation

  Brad Cleveland, Customer, Customer Service

• 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 of the Harvard Business Review (there is an article inside entitled “The Truth About Customer […]

  Sarah Stealey Reed

  September 8, 2013

  call center, contact center, Customer Experience, customer service, traveling

  Customer Experience, Customer Service, Detroit, Harvard Business Review, MGM Grand, New York Times Magazine, Somebody Else’s Daughter

• 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 […]

  Sarah Stealey Reed

  August 9, 2013

  call center, contact center, Customer Experience, customer service, Did That Just Happen

  Customer engagement, Customer Experience, Customer lifetime value, Customer Service, ICMI, Jeff Toister, USAN, World Market

• 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 […]

  Sarah Stealey Reed

  July 8, 2013

  call center, contact center, Customer Experience, customer service, Did That Just Happen, traveling

  Brad Cleveland, call center, contact center, Customer Experience, Customer Service, ICMI, Real-time management, Starbucks, WFM

• 4 Predictions for the Contact Center of the Near Future

  4 Predictions for the Contact Center of the Near Future.

  Sarah Stealey Reed

  July 1, 2013

  call center, contact center, Customer Experience, customer service

  Bassam Salem, call center, contact center, Customer Experience, Customer Service