- Producer20/02/2017Podcast: Consumer Behaviors Changing in Financial Services/Banking Executive Innovation: The Evolution of Customer Experience & SalesCarrie Chitsey Wells & Sean Erickson talk about how consumer behaviors have changed with the use of technology and increased expectation. They talk about the innovation in...
- Producer20/02/2017Podcast: Peter Ryan Global Contact Center ExpertExecutive Innovation: The Evolution of Customer Experience & Sales Carrie Chitsey Wells & Peter Ryan talk innovation in banking, insurance and contact centers with the use of mobile video technology. Peter Ryan is recognized as one of the...
- 20/02/2017Where is Common Courtesy?corygalbraith.com I’ve been in business a long time and over the years, I’ve seen the level of common courtesy go progressively down. It’s at the point now where basic courtesy doesn’t...
Comments20/02/2017 #1 Susan RooksAs they say, Cory, common courtesy isn't so common anymore (neither is common sense). I know many frontline people don't feel valued by their managers and that can make being nice to customers a little harder. But it's their job! I've worked in retail, and it's not easy. But sometimes you have to wonder how they got hired or why they are allowed to stay.
Kudos to all those who CAN smile, who DO make a positive difference, and who ARE finding ways to help others courteously.
- Producer20/02/20175 Ways to Offer Customer ServiceCustomers need to be able to contact you when they have a problem or even if they just want to tell you what a great job you’re doing. That is why you need to have a lot of different ways they can communicate with your customer service department....
- 19/02/2017Are you swinging for the fences with your customer satisfaction scores? Learn how to optimize your service with these 4 moneyball metrics.Field Operations Systems Efficiency | ClickSoftware Blogwww.clicksoftware.com How to bridge IT and service delivery with 4 moneyball field service optimization...
- 18/02/2017DOES GREEN TEA CONSUMPTION IMPACT MEDICATION METABOLISM?
The short answer is that yes it does, but it depends upon the medication. The long answer is as follows.
Consuming green tea (Camellia sinensis) extract or its associated catechins is not expected to have a clinically significant impact on major CYP450 or uridine 5'diphospho-glucuronosyltransferase enzyme substrates or P-glycoprotein (P-gp) substrates, study authors concluded in a review published in Planta Medica.
Authors Ahmed A. Albassam, from Prince Sattam Bin Abdulaziz University, Saudi Arabia, and John S. Markowitz, from University of Florida College of Pharmacy, reviewed available in vitro, animal, and clinical studies assessing the effects of green tea extract and associated catechins on drug-metabolizing enzymes and drug transporters.
Findings from animal studies suggested that green tea extract and/or (−)-epigallocatechin-3-gallate significantly increased the bioavailability of diltiazem, verapamil, tamoxifen, simvastatin, 5-fluorouracil, and nicardipine. The bioavailability was decreased for quetiapine, sunitinib,clozapine, and nadolol. Green tea extract and (−)-epigallocatechin-3-gallate were not found to inhibit any major CYP450 enzymes.
Drug transporters such as P-gp, OATP1A1, OATP1B1, OATP1B3, OATP2B1, OCT1, OCT2, multidrug and toxin extrusion 1, and multidrug and toxin extrusion 2-K were potentially inhibited by green tea extract according to in vitro studies.
It was generally concluded that ingestion of green tea extract or its associated catechins is not expected to result in clinically significant influences in the evaluated substrates. "However, some caution is advised in the consumption of significant amounts of green tea beverages or green tea extract in patients prescribed known substrates of organic anion transporting polypeptide, particularly those with a narrow therapeutic index," noted study authors.
- 18/02/2017I love digital but remember that technology is an enabler never forget that people are the most important element in digital channels. Authenticity, emotion and connection are the key to digital success!
Comments18/02/2017 #1 Deb 🐝 HelfrichI concur wholeheartedly, @Tanya Williams. From the very beginning, I have shown that someone can be very successful on social media while paying very little attention to views and followers and numerical metrics.
One thoughtful comment can truly lead to amazing opportunities.
The success of any piece of content lies in capturing a snippet of human energy and the best way to assess how strongly it resonated is when someone invests the time to type out a comment.
What do Marriot, Google, LinkedIn, Facebook and other companies have in common?
They all seem to think that REMOVING features from their offering that customers are used to and like will somehow magically help them business wise.
This article was written over a year ago. Does anyone know what these companies are thinking when they gut their services? Cause I'm stumped.
Comments16/02/2017 #6 Robert Bacal#1 I don't know, @Aurorasa Sima Your guesses are as good as any, and obviously at some point removal of desks saves the cost of buying the desks.
But online it gets weird. You develop functionality and features with mostly upfront spending for the code, and I'd assume once it's working, it's not likely to cost a lot to keep working.
THEN, to remove things?
With Google, it makes sense for some things since they often introduce programs that stay in beta for years, and then get cancelled, but I don't get the downside of keeping functionality going if some customers make use of it..
- Producer14/02/2017Whatever you sell, don't be THIS GUYI recently accompanied a friend as she shopped for a new car. She’d done her research online and knew which models she wanted to see. Our goal that day was to get a feel for the vehicles and evaluate which ones suited her best. She was not, mind...
Comments16/02/2017 #13 Franci🐝Eugenia HoffmanGreat subject, Alexa. I agree with @Brian McKenzie that the customer isn't always right. I feel that in some situations, it is best to let the "rude" customer walk. Sometimes, doing your best, as a salesperson is a waste of time.
Mr. Oblivious is customer's worst nightmare. I would have walked after his first question “Will it be cash or finance for you today?”. My husband and I don't buy cars from car lots, we buy them off of eBay.16/02/2017 #12 Brian McKenzieI have fired "customers" -> If the "customer" is an ass - I will kick them out of the process. And everytime I have done it, I had the full support of my Dealership management and owner. The "customer" is NOT always right, especially if they have not purchased anything. See the 80/20/30 rule of sales - it is more than appropriate.15/02/2017 #10 🐝 Fatima WilliamsI hate it when they try to judge whether you can buy or not. It's their job to show us what we require and it's upto us whether we buy the product or not.
I would never visit that shop again unless they are only one's to have the car I want and I'd probably talk to someone else !
You must add don't judge as one of the criteria's ☺ This is a #Customerfirst world and if you can get your customer to listen to you for the first 5 minutes. Consider it a sale lost !15/02/2017 #9 Alexa Steele#7, #8 I agree that there are really good car salesmen out there. Heck, we met one of them that very same day on a different lot. He was friendly. He extolled the virtues of his vehicles. He was able to explain the difference between two cars of the same model, but different years. He used social proof by telling us how his customers come back to him to trade in their vehicles for new ones. And he made sure to get contact information so he could follow up. The difference was in listening to what the customer wanted/needed instead of pushing his own agenda.
So it IS possible to be a good used-car salesman without being an a**hole.15/02/2017 #8 Brian McKenzie#7 You are not a customer until you buy - before that you are a prospect / lead. I would rather sell caskets than cars - and of course my favorite will always be Harley Davidson Motorcycles. https://www.bebee.com/producer/@brian-mckenzie/how-to-sell-motorcycles-even-in-the-dead-of-winter View more#7 You are not a customer until you buy - before that you are a prospect / lead. I would rather sell caskets than cars - and of course my favorite will always be Harley Davidson Motorcycles. https://www.bebee.com/producer/@brian-mckenzie/how-to-sell-motorcycles-even-in-the-dead-of-winter How I did it for 10 years. Close15/02/2017 #7 Harvey LloydYour info graphic was excellent in explaining the cycle. Roger Dawson a international negotiator of the 80's90's era stated, ..."everything is controlled or owned by someone else" If you want some of it, he was implying, then you have to go through the cycle you posted, with the customer.
Car salesman can be the worst at understanding the customer experience, i have met many really good ones though. I or the car salesperson may do what we do all day, but the customer doesn't do your job everyday, they have a choice and decision to make across their existence.
Unfortunately @Brian McKenzie we don't live in the pragmatic world you suggest. It would be nice if every human could be pragmatic about decisions. Customers have the money and the choice, sales people have the ability to serve in a way to get that choice moving in their direction. This interaction is one sided. Because i am the customer.15/02/2017 #6 Brian McKenzieSales people are trained to ignore the Reflexive - "I'm just looking" - some are better at it than others. In reality, if all you were doing was "looking" - you could have stayed home, in your Pajamas, had a cup of coffee and watched you favorite show in dual screen multitasking. You go the dealer to drive/ride the one you want and adopt it if the numbers are right. There is simply no other reason to visit a car delership - it's not like they sell shoes. (Although maybe they should - Harley Davidson makes more money off of apparel and branded accessories than motorcycles)14/02/2017 #1 Brian McKenzieHe did know what she was looking for if he said it was at the other lot. When I was in sales, our shop had three locations, and often the bike that "fit" shat the customer wanted was at the other location. If I am sitting at my desk, then I have access to that data base. (This was 10 years ago before the tablet in my back pocket would now give me that info)
Comments15/02/2017 #2 Preston 🐝 Vander VenI am a type of person who analyzes to much. I find if I think about something to much because I am thinking about the How of "Doing it NOW", the moment of NOW is over, and it is already later. I used to be so afraid of mistakes because of how I was raised. Now, I learn to back and adjust what I did.
- 15/02/2017Field Service Lightning for iOS is here. Whether you’re a manufacturing, healthcare, financial services, telecommunications, or utilities company, this mobile app can be tailored to provide your mobile workforce with exactly what they need. The new iOS app is the most location-aware Salesforce mobile app to date.Introducing the Field Service Lightning Mobile Appwww.salesforce.com A year ago, we launched Field Service Lightning to bring a new approach to field service. In my four years on the Service Cloud team at Salesforce, I have never seen a product generate so much momentum and excitement with our customer and partners....
- Producer14/02/2017Analog vs Digital Cable TV: Why Digital Cable is BestIn every Indian state, there are various different television programs catering to different audiences like young men, women, little kids, children and old people. In 1976 national television was separated and in 1982 national telecast was...
- 13/02/2017Smarter service, happier customers – Salesforce Introducing Service Cloud Einstein - Customer service software in the cloud that really delivers.Introducing Service Cloud Einsteinsforce.co Think back to some of the best customer service experiences you’ve ever had. Hard to remember? What made them great? Odds are the ones that stood out did so because the company made the experience super easy for you or you spoke with an agent that...
- Producer13/02/2017Can Cable Companies Turn Customer Service Hate Into Love? Consumers' expect more from the cable customer service experience, can the cable providers use innovative technology to increase the experience?The largest cable providers are amongst the most hated companies in America year after year. The sad...
- 11/02/2017GREEN TEA & BONE MARROW DISORDER TREATMENT
Scientists are investigating a compound found in green tea for often-fatal medical complications associated with bone-marrow disorders.
- 10/02/2017Here are seven highlights to keep in mind to set your service team on the right track this year. Read on for more customer service insights and get the complete “Second Annual State of Service” research report (free to download).7 Habits of High-Performing Customer Service Teamswww.salesforce.com Research from the newly published “Second Annual State of Service” report reveals some habits of high-performing service teams. Here are seven highlights to keep in mind to set your service team on the right track this year. But first, a quick note...