Tag: ICMI

• Contact Center Expo 2014 Highlights Cloud Computing and Customer Experience

  Contact Center Expo 2014 Highlights Cloud Computing and Customer Experience.

  Sarah Stealey Reed

  May 15, 2014

  call center, contact center, Customer Experience, customer service

  CCExpo14, Contact Center Expo & Conference, ICMI, Richard Snow, San Diego, Ventana Research

• 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? 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? Extreme Engagement from Sweaty Betty

  Last week we talked about customer and employee amazement from Shep Hyken’s book, The Amazement Revolution. This week I want to touch on the importance of customer engagement, and more specifically, the quest for EXTREME customer engagement. We all know that our customers are more connected than ever before. Due to their instant access to information,…

  Sarah Stealey Reed

  July 31, 2013

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

  Brand, Business, Customer engagement, Facebook, ICMI, lululemon, Shep Hyken, Social media, Sweaty Betty, The Amazement Revolution, Twitter, USAN

• Did THAT Just Happen? Amazement Revolution

  What is amazement? Shep Hyken starts off his book, The Amazement Revolution, with that very question. What is amazement? According to him, amazement is, “Service that is consistently and predictably better than average.” That doesn’t actually sound very amazing. Or does it? Consider how Hyken continues his definition – “Amazement is not necessarily about ‘Wow!’…

  Sarah Stealey Reed

  July 23, 2013

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

  Business, Facebook, ICMI, Shep Hyken, Social media, The Amazement Revolution, Twitter, Wayfarer Delicatessen

• Did THAT Just Happen? – Dangers of Ignoring Social Media

  “Social Media Will Never Last!” was the title of the email screaming in my inbox this morning. Now before I panicked that one of my favorite past-times was headed to extinction, I took a moment to read the diatribe. Turns out social media is indeed alive and well, and the “Your Daily Success Tip”  written…

  Sarah Stealey Reed

  July 16, 2013

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

  ACCE, Altimeter Group, Brad Cleveland, Brian Solis, Business, Entrepreneur.com, Facebook, ICMI, Marketing-Mentor, Social media, Twitter, UniSuper

• 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