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Customer Experience - beBee

Customer Experience

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In this hive you can read and share articles about customer experience and how to raise the quality of it in your company.
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  1. ProducerRod Loader

    Rod Loader

    09/03/2017
    Lemons and Customer Service
    Lemons and Customer ServiceI hoped for the best but expected the norm.I had dialled the number to order take out. The woman answering the call was pleasant, patient and helpful. She repeated my order in confirmation and told me “It will be ready for pickup in fifteen...
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    Comments

    Krishta-Gay Lewis
    29/03/2017 #9 Krishta-Gay Lewis
    Customer service is key - the manager in this post would do well with some training. Nothing beats service with a smile!
    Krishta-Gay Lewis
    29/03/2017 #8 Krishta-Gay Lewis
    @Rod Loader This is a pet peeve of mine. I always say "If you can't do service with a smile, don't go into the service industry." There are some businesses that service with a smile is a given or else you lose my business. Food is at the top of the list! Service without a smile from a restaurant means you don't want my business.
    I recently stopped going to a local restaurant because of bad customer service. I kept going back because the food was good but one day the service from a particular waitress was really bad so, naturally, I haven't been back since. I was at my local spa doing my nails when the owner and I was talking about customer service and she was saying she likes the way I am open and honest about customer service, not only to her but to her staff. I told her about my experience with the waitress at the restaurant and she said, "You should have spoken with the owner." I told her I spoke with the manager and that should be good enough. She explained that speaking to the owner is better because they have everything to lose; the manager, cashier, waitress, etc. can always move on to another job, but for the owner, they have lost their business and may be left with expenses difficult to pay off. I thought about it and felt a little guilty because I never thought about it from that angle. Later that day, I got a call from the owner apologizing for the experience and was offered a complementary meal. I say this to say, I am saddening and appalled by this owner you have described. It appears he doesn't have a vested interest in his business. I hope he has really good staff to help balance his behavior. SMH!
    Rod Loader
    10/03/2017 #7 Rod Loader
    It does 'sour' the relationship (sorry, couldn't help myself). I know customer service can, at times, be very challenging, but seriously, even a little effort is better than being a 'Lemon'.#6
    Laura Mikolaitis
    09/03/2017 #6 Laura Mikolaitis
    Actions speak louder than words. You can claim to be the best this or that, but unless you back it up by actions then it can be mere lip service. I used to work in Customer Service. It isn't an easy job, but I actually enjoyed it. Although in general, I like people and I enjoy relationship building so it worked for me. But you're right @Rod Loader if you come up against someone who is a lemon it can certainly sour the experience. And when I've come up against them, I think twice before going back.

    On the other hand, when I've experienced good customer service it keeps me coming back. And I'll go out of my way to go to a particular place in that case.

    Thanks for sharing your experience.
    Brian McKenzie
    09/03/2017 #5 Brian McKenzie
    #4 their grounds staff kept me sane in the land of toddlers and strollers !
    Rod Loader
    09/03/2017 #4 Rod Loader
    It's interesting that you bring up Disney, @Brian McKenzie. My next Customer Service post is about Disney.#3
    Brian McKenzie
    09/03/2017 #3 Brian McKenzie
    Disney goes out of their way to train janitors, street sweepers and general staff that they are members of the Acting cast as well. While you may never see Mickey Mouse - a grounds worker is seemingly always near.
    Rod Loader
    09/03/2017 #2 Rod Loader
    Thanks @Wayne Yoshida. I remember the saying "We don't get a second chance at a first impression."

    I think most people outside Australia will have to Google Chicko Roll. It is a very nice snack which has been around since the early 70's. #1
    Wayne Yoshida
    09/03/2017 #1 Wayne Yoshida
    Excellent example of "first impression" importance, @Rod Loader.

    I had to Google Chiko Roll. Thanks. Yumm.

    At first I thought it was a commercial brand name for "Scotch Egg" but I have no idea why. Maybe because it's another snack-able item we don't have in the USA?
  2. CRM ASIA

    CRM ASIA

    24/03/2017
    Things to Consider while Implementing CRM Training Solutions http://www.crmasia.org/things-consider-implementing-crm-training-solutions/CRM ASIA
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  3. ProducerJacob Molz

    Jacob Molz

    23/03/2017
    What If Tom Brady's Stolen Jersey Was Just Lost?
    What If Tom Brady's Stolen Jersey Was Just Lost?“Quarterback Tom Brady led the New England Patriots to one of the greatest comebacks in football history at the Super Bowl this year. Immediately afterward, his game-winning jersey was stolen from the Patriots' locker room in Houston,” writes Merrit...
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  4. George Touryliov
    How to Improve Customer Experience in Field Services Organizations
    Join us for a free informative 45 minute webinar hosted by PeopleMetrics.
    April 27, 2017 | 11:00am EST or 2:00pm EST
    Register Now - http://bit.ly/2nm6X1Q
    George Touryliov
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  5. George Touryliov
    You might be wondering why capital equipment manufacturers (CEMs) are trailing in customer experience despite being leaders in tech adoption and first-time fix rates. Here are some challenges that CEMs are facing.
    George Touryliov
    Capital Equipment Manufacturers & Customer Experience | Field Service Matters Blog
    www.fieldservicematters.com When it comes to technology adoption and first-time fixes, CEMs lead the way. But when it comes to customer experience, they fall behind. Here's...
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  6. Federico 🐝 Álvarez San Martín
    What Consumers Really Think About Cause Marketing Federico 🐝 Álvarez San Martín
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    Comments

    CityVP 🐝 Manjit
    17/03/2017 #1 CityVP 🐝 Manjit
    An interesting graphic which should change with the politics of the time and the zeitgeist. "Cause marketing" for me is a horrible word, either organizations are interested in cause or they are interested in marketing. Two conflate the two isn't necessary. I have not seen principles to cause marketing, because one person's education is another person's dogma, and corporations have been guilty of seeking the same rights that people do, by trying to be considered as persons. Corporations are not persons, but they can become servant leaders. The question is not if cause marketing brings attention to important issues, if issues are important then attention is natural. The question is whether corporations engage in short-termitis or are committed to the long-term transformation of this world, to respect people as people, and to be forces of enlightenment and not entitlement.
  7. George Touryliov
    Chatbots can be excellent and add value to the customer experience. Whether they are used to offer basic customer service or to spark up ‘real’ conversations with customers, chatbots are not going away, and they are actually proving to be quite a hit with the public.
    George Touryliov
    Are The Chat Bots Taking Over The Social Media Customer Support Experience?
    www.business2community.com There is a lot of talk flying around at the moment regarding robots and how they are eventually going to steal everybody’s job. This may not happen (but we think something very close to it will),...
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  8. George Touryliov
    5 Retail Transformations that Marketers Must Understand: http://sforce.co/2mJvldn George Touryliov
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  9. ProducerJacob Molz

    Jacob Molz

    23/02/2017
    How to Choose Lost & Found Software for Your Property [Infographic]
    How to Choose Lost & Found Software for Your Property [Infographic]Do you know of an easier and less expensive way to enhance customer experience and build loyalty?We all know this: losing an item at your property is such an annoyance for your customers.Forget about the slog to find the Lost & Found department...
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  10. George Touryliov
    Positive customer experiences have a multiplying power, bringing in new business as well as keeping current customers onboard. Understanding how your reputation fits into the journey is an important part of facilitating a positive end result. Read more -
    George Touryliov
    The Role of Reputation in the Customer Journey
    www.business2community.com Imagine a prospect is making the tough decision between using your company or your competitor. At the last minute they discover something a bit “off” about your company’s online...
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  11. Federico 🐝 Álvarez San Martín
    What is service design? Federico 🐝 Álvarez San Martín
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  12. ProducerBill Stankiewicz, 🐝 Brand Ambassador
    THIS BUZZ WILL NOT MAKE YOU CRY, KUDOS ON GREAT CUSTOMER SERVICE by BILL STANKIEWICZ, SAVANNAH SUPPLY CHAIN EXECUTIVE
    THIS BUZZ WILL NOT MAKE YOU CRY, KUDOS ON GREAT CUSTOMER SERVICE by BILL STANKIEWICZ, SAVANNAH SUPPLY CHAIN EXECUTIVEDear Bee's, friends & families:  I wanted to share a letter of appreciation that I gave to a great staff member at a local hotel here on St. Simons.   You may ask why is Bill showing you Onions?  Well I do love onions especially sweet ones from...
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    Comments

    Asesh Datta
    09/02/2017 #2 Asesh Datta
    Bill Stankiewicz When 'I' is between two 'on's, we get onion. Sweet onions are something we in India are not aware of? Help us to get a taste of it. Thanks and regards
    Bill Stankiewicz, 🐝 Brand Ambassador
    07/02/2017 #1 Bill Stankiewicz, 🐝 Brand Ambassador
    Hopefully if I did not make you cry, I made you laugh a little.
  13. George Touryliov
    Here are some tips that can help with goal-challenged customers -
    George Touryliov
    5 Tips to Help Customers with Goal-Setting in 2017
    customer-success.getamity.com Goals help customers achieve success. They make it possible to align expectations. They focus efforts on what’s most important. Later, they will help to evaluate a customer’s progress and...
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  14. Federico 🐝 Álvarez San Martín
    UX vs CX: Which is more important?
    Federico 🐝 Álvarez San Martín
    UX vs CX: Which is more important?
    medium.com You’ve probably heard the terms UX and CX, and how they’re the key to your company’s success. Many still aren’t clear, however about...
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  15. ProducerFederico 🐝 Álvarez San Martín
    A true UX tool vía Julius Huijnk
    A true UX tool vía Julius HuijnkI draw squares for a livingIt’s a joke I often tell my colleagues, but wouldn’t dare tell a client. It’s not at all self evident what a UX designer does. We don’t ‘make’ anything. In collaboration, we create a plan for our colleagues that do the...
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    Comments

    Fran 🐝 Brizzolis
    26/01/2017 #6 Fran 🐝 Brizzolis
    "May" be not "Mau be".... hahahaha....Excuse me.
    Fran 🐝 Brizzolis
    26/01/2017 #5 Fran 🐝 Brizzolis
    I like it!!!!... Mau be sure best. more friendly, and faster than now!
    Bill Stankiewicz, 🐝 Brand Ambassador
    26/01/2017 #3 Bill Stankiewicz, 🐝 Brand Ambassador
    Cool 😎 😎😎😎😎😎
    Federico 🐝 Álvarez San Martín
    26/01/2017 #2 Federico 🐝 Álvarez San Martín
    #1 You´re welcome!
    Milos Djukic
    26/01/2017 #1 Anonymous
    Very nice article about UX @Federico 🐝 Álvarez San Martín. Thanks
  16. ProducerIvan Zrinscak

    Ivan Zrinscak

    25/01/2017
    True North or Why nobody likes Kanye West
    True North or Why nobody likes Kanye WestHere we are again. Solutioneering (attempting to solve a problem without understanding it) in a very long meeting when someone says "the solution is in process improvement. We need to get consultants to help us to improve this process and then we...
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    Comments

    Devesh 🐝 Bhatt
    25/01/2017 #1 Devesh 🐝 Bhatt
    My workplace reminds me of work :) and your questions.

    Richard Branson is too distracting, he has said a lot of good things.

    Kanye West , I barely think anyone cares outside the US :)
  17. ProducerPaul 🐝 Kearley
    The One Thing Customer Service People Miss Most Often... and Why It's Losing Them Business
    The One Thing Customer Service People Miss Most Often... and Why It's Losing Them BusinessIf you do more than you are paid to do, eventually you will be paid more for what you do! “Excuse me”, I said, “I am working on a project to bring in a speaker sometime this summer. I don’t have any dates yet, I’m just scouting out...
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    Comments

    Paul 🐝 Kearley
    23/01/2017 #2 Paul 🐝 Kearley
    Thanks @Mohammed Sultan I couldn't agree more!
    Mohammed Sultan
    23/01/2017 #1 Mohammed Sultan
    Any service provider should thrive to provide the two things that are mostly required by today's customers-Value through quality ,convenience,and smart service that's totally based on the value of the intelligence.Any company is pouring money down the drain if they use price to force a change of habit.First build a reputation of both value and smart service in customers mind and you would feel that the reward of this fund will drive future benefits.
  18. CRM ASIA

    CRM ASIA

    23/01/2017
    Join CRM ASIA - India's Most Influential Professional Certification Training Courses. Visit for more details: http://bit.ly/2jSaX8G CRM ASIA
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  19. ProducerToby Reed

    Toby Reed

    19/01/2017
    Firing Your Customer?: 2 Customer Relationships Sales Should Ditch And Why The Customer Isn't The Problem
    Firing Your Customer?: 2 Customer Relationships Sales Should Ditch And Why The Customer Isn't The ProblemI find myself constantly having the same conversation with my team members, colleagues, and friends. The topic is relationships. The question is: “How do you know when to end a relationship?” For the purposes of this post I am going to focus on the...
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  20. George Touryliov
    In this article, you’ll discover how to use Snapchat features to provide helpful and engaging customer support.
    George Touryliov
    How to Use Snapchat for Customer Support : Social Media Examiner
    www.socialmediaexaminer.com Do you want to expand your customer service channels to Snapchat? Discover how to use Snapchat features to provide helpful and engaging customer...
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  21. George Touryliov
    Service providers still have the opportunity to compete and earn loyal customers by embracing technology. Tune into this interactive to explore what consumers are looking for and how CSPs can deliver on it. http://sforce.co/2k4Q8rj George Touryliov
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  22. George Touryliov
    It’s clear that the banks who are listening to their customers and are in turn aiming to create a more joined up, seamless customer experience are becoming leaders in the industry - and younger customers are leading the way to their doors, faster than ever before.
    George Touryliov
    Insights into the Changing Needs of Today's Retail Banking Customers
    www.salesforce.com New Connected Retail Banking Report highlights three areas of interest for companies that are looking to stay ahead in the Age of the...
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  23. ProducerKatrina  🐝 Chua
    Keeping Sales Leads Through Stellar Customer Experience
    Keeping Sales Leads Through Stellar Customer ExperienceGenerating qualified sales leads is hard work – there is no doubt about it. So it is only natural that you would want to find ways to keep the ones you have. Plus, it is much more cost-effective to retain customers than to attract new ones.But how...
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    Comments

    David B. Grinberg
    11/01/2017 #1 David B. Grinberg
    Katrina, I would gladly engage with your blog post, however, I followed you previously and you don't follow back. Why not?
  24. ProducerAlexa Steele

    Alexa Steele

    09/08/2016
    The trouble with jargon
    The trouble with jargonWhy your customers don't understand a word you're saying - and how to fix it You may laugh, but for over half my life I'd never heard a dog go bow wow.Oh, I grew up around dogs. A beautiful golden retriever, a purebred labrador, and a scattering of...
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    Comments

    Nick Mlatchkov
    11/08/2016 #15 Anonymous
    In the old days when dogs were not taken care of in flats they're kept mostly as guardians of the family home. Then they used to bark 'bow wow'!
    Alexa Steele
    11/08/2016 #14 Alexa Steele
    #13 Mess? What mess ;-)

    You might enjoy some of the articles I've written, particularly the one where I took a look at health systems overseas: http://www.thewebsitewordsmith.com/personal-branding-executive-ghostwriting.html
    Brian McKenzie
    11/08/2016 #13 Brian McKenzie
    @Alexa Steele boot strapping as we build....and clearly my brand of snark is not for main stream consumption. Thanks for your interest - as we expand across Europe our big need will be localization in those languages and markets. We are not a US entity ~ and as the PPACA is a mess - we really don't want to be one either.
    Alexa Steele
    10/08/2016 #12 Alexa Steele
    #10 lol, but according to Merriam Webster: "circumlocution derives from the Latin circum-, meaning 'around,' and locutio, meaning 'speech' - so it literally means 'roundabout speech.' "
    Alexa Steele
    10/08/2016 #11 Alexa Steele
    #8 What a fun way for kids to learn their lessons, @Brian McKenzie! I figured out the dog in this story was part coon hound, that's where he got his distinctive voice. Glad you liked the article. I also enjoy writing about your sector - healthcare - if you ever happen to need a wordsmith :)
    Nick Mlatchkov
    10/08/2016 #10 Anonymous
    'Circumlocution' sounds to me as electrocution, lol
    Brian McKenzie
    10/08/2016 #8 Brian McKenzie
    I grew up on a farm, I can imitate every animal we had - surprising well. The little kids that I teach english to, that is their favorite thing. The will learn the english word for the animal quickly just to get me to act it out. Russian dogs have 6 distinct 'barks' and none of them are bow or wow. Fun article - the military loves their acronyms - if you ever want to get an audience to glaze over, get a couple of grunts to talk about their new doo-dad or last ho-haa.
    Alexa Steele
    09/08/2016 #7 Alexa Steele
    #6 I'm so glad you liked it, Lori. Thanks for the vocabulary word! One comment on another post someone mentioned companies using the phrase "ABC company and ourselves . . ." I felt just a little sick to my stomach at that one!
    Lori Boxer
    09/08/2016 #6 Lori Boxer
    What a fun read, and so spot-on. I often wonder why too many businesses speak 'over' their intended clients; I see it all the time. Are they trying to impress with their vocabulary? I skip right over that shit; to me, it's a junk read or junk mail. I remember reading in the, I believe it was, PR Daily, about 4 or 5 years ago an article on this very subject and I learned a new word from that article: Circumlocution: the use of many words when one will do. For example, writing “at this point in time” when simply “now” will work! Corporate writing in marketing materials and other documents too often will read "due to the fact that" when "because" will do; or, "in the event that" instead of "if"; "as a means of" instead of "to"; "at this point in time" instead of "now" . . . geez, I could go on, but you get the point. When I see this kind of gobbledee-gook writing, it makes my hair hurt.
    Alexa Steele
    09/08/2016 #4 Alexa Steele
    #1 Thank you, @Kevin Pashuk. I'm glad you enjoyed it.
    Alexa Steele
    09/08/2016 #3 Alexa Steele
    #2 @joel anderson Wow, that is a Dad Joke if I ever heard one :)
    Joel Anderson
    09/08/2016 #2 Joel Anderson
    Kind of reminds me of a joke my dad told me when I was a kid. Him: " I think the dog is sick." Me: "How do you know that dad?" Him: "Cause he went barf barf." On a serious note thanks for some great insights using words to gain clarity and focus.
    Kevin Pashuk
    09/08/2016 #1 Kevin Pashuk
    An interesting observation and well applied to customer service @Alexa Steele
  25. ProducerJacob Molz

    Jacob Molz

    10/01/2017
    How to Proactively Manage Guest Requests [Infographic]
    How to Proactively Manage Guest Requests [Infographic]Your property hosts a lot of guests.You want to take good care of them. But, too many calls are getting in your way.Incident calls are in the system, and those always take priority. It’s easy for a wheelchair request to slip through the...
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