If Cracker Jack Ran Your Customer Experience
Blog post by Chip Bell on March 9, 2014
A large brokerage company added a twist to their toll-free telephone queue—“…punch 8 if you’d like to hear a duck quack!” Word of the playful feature spread and soon millions of people were weekly calling to hear the duck. The …
5 Ways Community-Based Work Environments Improve Training
Blog post by Jodi Beuder on March 9, 2014
If you invest a healthy budget into your corporate training programs, but you still feel that your employees are not as successful as they could be, it’s worth examining whether or not your company fosters a community work environment. You …
Ontraport Revamps Its Small Business Marketing Automation System
Blog post by David Raab on March 9, 2014
It’s five long years since I wrote a detailed review of OfficeAutoPilot (now Ontraport), which is a lifetime in industry terms. But, while the product has steadily expanded its features during that period, the basic interface and structure have remained …
Customers Don’t Give Points, They Take Them Away
Blog post by Peter Leppik on March 9, 2014
What does “Very Satisfied” mean? Does it mean “Outstanding job, above and beyond expectations?” or does it mean “I don’t have any complaints?” Many people who receive customer feedback think it means the former. But in most cases, the data …
3 Tips for Creating a More Consistent Customer Journey
Blog post by Tricia Morris on March 9, 2014
As more and more brands and organizations adapt to providing customer service and engagement across more and more channels, clearing that hurdle only leads to the next: creating consistency across the customer journey. A recent report by McKinsey tells it …
Fast Park & Relax RDU delivers a strong first and last impression
Blog post by Stan Phelps on March 9, 2014
Good friend Evan Carroll sent me this Purple Goldfish today. Evan used Fast Park & Relax today on his way to Austin for SXSWi. He shot me the picture above via a tweet. Enter Fast Park & Relax between 6 …
Expectation is context
Blog post by Dave Frankland on March 9, 2014
If “the message is the medium”; I reckon “the expectation is the context”. It’s probably true of most things, but I’m really hung up on the idea of how our expectations create context for our experience and satisfaction with a …
National Salesperson Day: Who’s your favorite & why?
Blog post by Matt Heinz on March 9, 2014
National Salesperson Day. I’m not entirely sure what that means, except that when I found out about it early this week it got me thinking about some of the best salespeople I’ve worked with, and still work with today. They’re …
Here is an Example of a Personal Commercial
Blog post by Jeffrey Gitomer on March 9, 2014
Let’s say I’m the president of a company that sells advertising specialties… Name. “Hi, my name is Jeffrey Gitomer.” Company Name. “My company is (I’m the president of) Continental Advertising.” Creatively say what you do. “We impact your image, create …
Why is Uplifting Service so important right now?
Blog post by Ron Kaufman on March 9, 2014
[embedded content] The purpose of customer service in the business world has changed. Service is no longer a “nice to have”. It has become an absolute commercial necessity. In the past, giving good service was a merely a hygiene factor, …