Tag: Twitter

• 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

• 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? 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