Steve DiGioia

MAY 23, 2022

Plan an event that features one of your products. For example, a bakery can host an event entitled “Cake Baking Secrets”, or a clothing store can hold a fashion show right around the time of the high school prom. Events are great ways to get potential new customers from the neighborhood.

Personalization 361

Personalization Marketing Customer Service 361

ShepHyken

FEBRUARY 13, 2019

It can be something as simple as a thank you note or as elaborate as a customer appreciation event. A customer appreciation event: These can be fun yet also expensive. So, let’s modernize this and do a customer appreciation Facebook Live event. And you don’t have to send it on Valentine’s Day.

Personalization 321

Personalization Customer Service 321

Beyond Philosophy

JULY 25, 2020

Despite overwhelming evidence to the contrary—and even regular common sense—we think that if we do things in a certain way, we can influence what happens around us, particularly during sporting events. This concept is called the Illusion of Control. Key Takeaways.

Advertising 393

Advertising Sales Consulting Consulting 393

Beyond Philosophy

MAY 31, 2019

The fact is we are not fantastic and predicting the likelihood of unlikely events in our lives. Probability Estimation is why people tend to overestimate the likelihood of improbable events and underestimate the possibility of events that could happen. We all worry about implausible events. However, it isn’t just her.

Customer Experience 318

Customer Experience Consulting Consulting Benchmark 318

Steve DiGioia

JUNE 21, 2021

This past weekend I helped a friend of mine and served as the maître d for an event of 200 people that he was hosting (it was great to get back to my “banquet” roots). Shortly after arriving and meeting the service team, I realized that many were inexperienced and for a few of them, this event would be their first time working as a waiter.

Morale 299

Morale Customer Service Management 299

Myra Golden Media

MAY 27, 2021

Watch the replay to hear my answers to: 4:04: Can you answer how to phrase the USA method if the client received an incorrect item, and we can offer a replacement or refund due to practice and send a small electronic gift certificate while the client is upset she is not going to get the item for an event?

Education 333

Education Personalization Management Customer Service 333

ShepHyken

MARCH 31, 2021

I was looking to create some buzz about connecting with customers, and I submitted the idea to Chase’s Calendar of Events. Here’s something most people don’t know … I actually invented the holiday, if you want to call it that. That’s right! Next thing you know, it’s published and has become a real holiday in the business world!

Feedback 405

Feedback Surveys Sales Customer Service 405

Myra Golden Media

SEPTEMBER 17, 2021

promote your events, decorate, play games and take this week to come together (even if virtually). 2) Have H.E.A.R.T: create positive experiences to recognize and reward your team’s extraordinary efforts in H elping others, E xceeding expectations, A chieving goals, R esponding with care, and thriving through T eamwork.

Customer Service 348

Customer Service Customer Experience Management 348

Beyond Philosophy

JANUARY 8, 2021

Moreover, we changed them from day-long events to three or four two-hour chunks. So, while I think we’ll carry on doing a lot of those things digitally, there may be times we supplement the online part with in-person events. When we work with clients at regular times, we would typically run face-to-face, onsite workshops.

Customer Experience 448

Customer Experience Consulting Consulting Personalization 448

Myra Golden Media

SEPTEMBER 17, 2021

I was supposed to be boarding a plane tomorrow to deliver the opening keynote for a large event in D.C. We thought we’d be done with COVID by now. Yet, here we are. It’s now virtual. A workshop I’m facilitating in Tulsa in a few weeks is now online. My son’s school reinstated mask mandates this week.

Customer Experience 328

Customer Experience 328

Beyond Philosophy

MARCH 18, 2020

But since TV and movies have made so much of these rare, and rarely fatal events, we are sure we will be the next victim. Shark attacks have overblown importance compared to how often they occur. These unlikely worries are the result of a psychological phenomenon called the Availability Heuristic.

Marketing 284

Marketing Consulting Consulting Customer Experience 284

ShepHyken

DECEMBER 9, 2020

This could be at a weekly team meeting or even a quarterly event. His question was, “Should they go to everyone in the company or just leadership? On a regular basis, share your positive reviews with everyone. Some of my clients have reviews and surveys returned daily and choose to share them every day in their morning huddles.

Coaching 385

Coaching Surveys Customer Service 385

ShepHyken

JULY 8, 2019

Wakabayashi) Wow sums the event up in a single word. If you’re in the customer care world and haven’t attended the CCW conference, this article may entice you to attend their next event. More and more consumers are turning to social channels to seek help, complain and praise. Make sure you’re there for them. by Dennis Wakabayashi.

Customer Service 308

Customer Service Customer centricity Customer Care Finance 308

ShepHyken

JUNE 16, 2021

He shared his favorite meals and how it is as much an event to cook them as it is to eat them. Of course, we told him about ours. It created an instant bond between us. Another employee’s passion was cooking, so we asked what he liked to cook. He prepares a weekly feast for his family on Sundays. This is just a small idea.

Customer centricity 380

Customer centricity Customer Service Customer Experience 380

ShepHyken

JUNE 29, 2021

Shep Hyken interviews Shirley Macbeth, Chief Marketing Officer at Forrester , responsible for elevating the company’s thought leadership profile and generating demand for its portfolio of research, consulting, and events.

B2B 385

B2B Consulting Consulting Marketing 385

ShepHyken

DECEMBER 30, 2020

I never doubted, not only, that I would get out, but also that I would prevail in the end and turn the experience into the defining event of my life, which in retrospect I would not trade.”. Stockdale said, “I never lost faith in the end of the story. That sure sounds optimistic to me, but consider this.

Finance 394

Finance Customer Service Personalization Management 394

Contact Center Pipeline

JANUARY 10, 2023

Customers and staff get it—both foreseen and unforeseen “events”. How you plan, respond, but most critically inform and communicate with your employees and customers is what counts. This isn’t rocket science. And it is the foundation of the customer experience (CX). I’ve covered, been responsible for the […].

Customer Experience 264

Customer Experience Airlines Customer Service 264

ShepHyken

JUNE 23, 2021

With that said, the answer I’m about to give applies not only to the last year and COVID-19, but also any time a business experiences negative national and world events, including economic downturns, terrorism, and yes, even global pandemics. During tough times of any type, certain businesses struggle.

Customer Service 371

Customer Service Management 371

ShepHyken

JANUARY 21, 2020

Customers today want to spend less time with goods and services, but will spend more time with events and places that engage them with a personalized and memorable experience. Customization and personalization are key components in staging an experience. Today, every business must compete against the smartphone for customers’ attention.

Personalization 370

Personalization Marketing Customer Service Customer Experience 370

ShepHyken

JULY 14, 2020

About: Ramon Ray is a best-selling author, global speaker, event producer and entrepreneur. You have to really love people. It starts with that. It’s hard to fake a smile. If you enjoy people, you’ll be fine.”. He is the founder and producer of Smart Hustle Media , and has started four companies and sold two companies.

Self service 334

Self service Customer Service Customer Experience Marketing 334

Steve DiGioia

NOVEMBER 15, 2021

Many years ago, while I was supervising a banquet event, I came across this sweet little old lady who would constantly crash the cocktail hours for the business events. My property hosted many groups that, after their day-long meeting, would have a 1-hour farewell reception for the attendees.

Customer Service 48

Customer Service 48

ShepHyken

JANUARY 19, 2022

My friend and fellow professional speaker George Walther was returning from an event where he received an incredible award, Legend of the Speaking Profession. But what I want to share now is the example of a surprise that came from a most unlikely source, the TSA, as in Transportation Security Administration. .

Transportation 344

Transportation Customer Service Personalization Customer Experience 344

ShepHyken

JANUARY 4, 2021

Retail Customer Experience) Carlos Zapatero, a business development executive at SYKES, explains how the events of 2020 accelerated a shift in retail customer experience to become more flexible and consistent — and may be the new standard well past the pandemic. Small is sometimes great. The changing tide of retail CX by Carlos Zapatero.

Customer Service 390

Customer Service Entertainment Customer Experience Marketing 390

ShepHyken

AUGUST 23, 2021

Customer Experience Speakers for Your Event by Deanna Ritchie. The first lists the top customer experience speakers you would want to book for your next event (if you’re hiring speakers for events.). It’s another way of walking the customer’s journey. There are two lists that I’m honored to be on.

Customer Service 50

Customer Service CRM Marketing Customer Experience 50

ShepHyken

FEBRUARY 10, 2021

Growing up throughout high school and college I performed at parties, corporate events and comedy clubs. Some of you may know that I’m also a musician. But today I want to talk about being a magician. That experience in show business gave me the stage chops to start my business as a professional speaker.

B2C 344

B2C Entertainment B2B Sales 344

ShepHyken

FEBRUARY 22, 2021

Carole McCluskey: Create Memories That Count by SMG Events. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Who’s Who in Digital Experience? by Neringa Mikutyte.

Customer Service 283

Customer Service Customer centricity Construction Customer Experience 283

ShepHyken

JANUARY 26, 2021

Eric oversees all global marketing functions from brand and events, to demand generation as CMO of CallMiner. About: Eric Williamson is CallMiner ’s Chief Marketing Officer, with more than 20 years of experience in both the technology and consumer product marketing.

Call Center 326

Call Center Contact Center Marketing Customer Experience 326

ShepHyken

JANUARY 25, 2023

The Selfie Experience is easy to create when you are in an events business, such as a Broadway show or sporting event. But it’s not about an event. Make it so compelling that they want to take a picture of it. I call this creating the Selfie Experience.

Customer Service 212

Customer Service Personalization 212

Beyond Philosophy

OCTOBER 29, 2020

The difference between those that fail and those who lose weight is that people who lose weight have the goal of losing weight for a specific event, e.g., a wedding or class reunion. The special event is the burning platform, which creates a sense of urgency. However, some people succeed.

Airlines 417

Airlines Customer centricity Call Center Quality management 417

CCNG

FEBRUARY 24, 2022

She is a frequent contributor/speaker/guest on podcasts and at many customer service and contact center organizations and events where she loves discussing CX, EX, and remote work. Kate is also an advocate for disability rights and can often be found online advocating for inclusion, accessibility, and diversity.

Chatbots 369

Chatbots Contact Center Technology Personalization 369