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5 Tips From Dale Carnegie on Creating Value for Your Business

5 Tips From Dale Carnegie on Creating Value for Your Business | Customer Service | Scoop.it
Dale Carnegie’s works have graced almost every entrepreneur’s reading list. Here the top five lessons you need to know.
Colin Taylor TRG's insight:

Timeless advice from Dale Carnegie which is relevant for #cctr and #custerv operations today - #custexp

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TD Bank ranks tops in customer satisfaction in Florida

TD Bank ranks tops in customer satisfaction in Florida | Customer Service | Scoop.it
The top Florida bank when it comes to overall customer satisfaction is TD Bank, according to the 2016 J.D. Power U.S.
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Specialty retailer steps up customer experience to support growth

Specialty retailer steps up customer experience to support growth | Customer Service | Scoop.it
Canadian footwear and accessory retailer The Aldo Group is streamlining e-commerce operations to better satisfy customers and ease international expansion.
Colin Taylor TRG's insight:

Streamlining e-commerce operations to better satisfy customers #custserv #custexp 

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The Customer Experience: What Makes the Best the Best - Part 1 | The Taylor Reach Group Inc.

The Customer Experience: What Makes the Best the Best - Part 1 | The Taylor Reach Group Inc. | Customer Service | Scoop.it
What sets the organizations that deliver the best Customer Experiences apart from their peers? What can we learn from the best CX practitioners and how can we
Colin Taylor TRG's insight:

What makes the Best CX Organizations the Best? #custexp #cx #cem #custserv 

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SCORE Conference- Join Your Peers in Boston | The Taylor Reach Group Inc.

SCORE Conference- Join Your Peers in Boston | The Taylor Reach Group Inc. | Customer Service | Scoop.it
Attend the SCORE CX Leadership and Contact Center and conference and Save $1000
Colin Taylor TRG's insight:

Looks like a great event for CX professionals #custexp #custserv 

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7 Ways SMEs Can Improve Online Customer Experience - Minutehack

7 Ways SMEs Can Improve Online Customer Experience - Minutehack | Customer Service | Scoop.it
Guides, advice and tips for small businesses, start-ups and entrepreneurs on subjects like finance, technology, sales and marketing
Colin Taylor TRG's insight:

Good list of tips to improve #customerengagement for SMB's. I would add to list removing internal and policy barriers that can frustrate customers - #custserv #custexp 

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Ledey Jean-François's curator insight, March 30, 2:46 AM

Good list of tips to improve #customerengagement for SMB's. I would add to list removing internal and policy barriers that can frustrate customers - #custserv #custexp 

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A renewal strategy towards truly digital banking

A renewal strategy towards truly digital banking | Customer Service | Scoop.it
The world is turning digital at a furious pace.
Colin Taylor TRG's insight:

Funancial Services, #CustomerExperience and Digital Darwinism, can traditional banks survive? #custserv

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Emirates extends online check-in to 48 hours before departure

Emirates extends online check-in to 48 hours before departure | Customer Service | Scoop.it
Effective immediately the facility aims to offer greater flexibility for travellers and reduce waiting times at airports
Colin Taylor TRG's insight:

Emiirates  early check in improves #custexp - #custserv

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Colin Taylor TRG's curator insight, March 28, 8:55 AM

Emiirates  early check in improves #custexp - #custserv

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What Are Top Performing Customer Service Companies Doing?

What Are Top Performing Customer Service Companies Doing? | Customer Service | Scoop.it
Does your company's customer service stack up against the best? What ways are you leading and in what ways can you improve? Check out what the best companies are doing.
Colin Taylor TRG's insight:

I would agrue that best performers in #custserv value customer satisfaction over #AHT, but otherwise a good list - #custexp #cctr

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Oleh Mykhaylovych's curator insight, March 24, 12:58 PM

I would agrue that best performers in #custserv value customer satisfaction over #AHT, but otherwise a good list - #custexp #cctr

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Traditional Banks Can Thrive in the Digital Age | International Banker

Traditional Banks Can Thrive in the Digital Age | International Banker | Customer Service | Scoop.it
The ranks of traditional banks have been joined by a new generation of digital-only upstarts that promise all manner of exciting ways to manage your money or interact with financial advisors.
Colin Taylor TRG's insight:

Interesting perspective on the prospects for traditional banks as they compete digitally - #custserv #finserv #custexp

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John Cockerill's curator insight, March 15, 9:07 AM

Interesting perspective on the prospects for traditional banks as they compete digitally - #custserv #finserv #custexp

John Cockerill's curator insight, March 23, 9:43 AM

Interesting perspective on the prospects for traditional banks as they compete digitally - #custserv #finserv #custexp

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How to Improve Customer Service Training with Simple Metrics | CustomerThink

How to Improve Customer Service Training with Simple Metrics | CustomerThink | Customer Service | Scoop.it
Colin Taylor TRG's insight:

Good post on measuring #custserv with quality, operational and financial metrics- #custexp #contactcenter

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5 Tips From Dale Carnegie on Creating Value for Your Business

5 Tips From Dale Carnegie on Creating Value for Your Business | Customer Service | Scoop.it
Dale Carnegie’s works have graced almost every entrepreneur’s reading list. Here the top five lessons you need to know.
Colin Taylor TRG's insight:

Timeless advice from Dale Carnegie which is relevant for #cctr and #custerv operations today - #custexp

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Survey Finds Social Media Customer Service Declines - Contact-Centres.com

Survey Finds Social Media Customer Service Declines - Contact-Centres.com | Customer Service | Scoop.it
NICE/BCG 2016 Consumer Experience Report reveals social media use is on the decline for customer service and U.S. consumers have...
Colin Taylor TRG's insight:

Has #social media as a #custserv channel ended already? #cctr #cx

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How to View your Customer’s Experience: Customer Journey Mapping vs. Customer Lifecycle [Infographic] - Lenati

Customer journey mapping is a tool that has taken the business world by storm - learn the difference between the customer journey vs. customer lifecycle
Colin Taylor TRG's insight:

Good perspective and nice infographic on Customer Experience - #custexp #cx #custserv 

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Ten Things You Need to Know When Responding to RFPs

Ten Things You Need to Know When Responding to RFPs | Customer Service | Scoop.it
AlleyWatch is the largest organization for New York tech startup and tech community. Featuring NYC tech news, events, jobs, and critical insights.
Colin Taylor TRG's insight:

Some great advice on how to get the most of the #RFP process

#business #custserv

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McDonald’s Corporation (NYSE:MCD) TO USE Samsung Tablets In Its UK Outlets

McDonald’s Corporation (NYSE:MCD) TO USE Samsung Tablets In Its UK Outlets | Customer Service | Scoop.it
McDonald’s Corporation (NYSE:MCD) has plans to incorporate more technology in its outlets in the UK through the use of Samsung Galaxy Tablets. The company aims to improve customer experience …
Colin Taylor TRG's insight:

McDonalds gets sticky with tablets in store- more time at McDonalds more meals? #custexp #custserv #retail

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Customer experience investments more vital than ever

Customer experience investments more vital than ever | Customer Service | Scoop.it
CMO Australia addresses the unique marketing, technology and leadership challenges chief marketers face as they look to align their own practices and insights with those of the business. We deliver this through news on online advertising, digital and social media marketing trends, exclusive chief marketing officers interviews, in-depth research and insights on the future of marketing.
Colin Taylor TRG's insight:

CX investment is critical for business success - #custserv #custexp 

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How to deal with that customer from hell...

How to deal with that customer from hell... | Customer Service | Scoop.it
Not all of your customers will love you. In fact, many of them will not even like you. In my career building products and services, I have been referred to as: an idiot, a moron, incompetent, a joker, and many, many more offensive terms involving profanity which I will not reproduce here.
Colin Taylor TRG's insight:

3 steps to turn an angry customer into a friend - #custserv #cctr #cx

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Oleh Mykhaylovych's curator insight, March 31, 9:13 AM

3 steps to turn an angry customer into a friend - #custserv #cctr #cx

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Retail jewelry leader enjoying consumer diamond demand

Retail jewelry leader enjoying consumer diamond demand | Customer Service | Scoop.it
Consumers went jewelry shopping big time in 2015.
Colin Taylor TRG's insight:

#CustomerService a contributing factor to sales and profit surge- #custserv #cx 

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Why traditional marketing channels will continue to be relevant

Why traditional marketing channels will continue to be relevant | Customer Service | Scoop.it
The evolving digital arena will not result in the replacement of traditional channels, says Derek Laney of Salesforce Asia Pacific. Instead, new digital channels are layering on top of existing channels, creating new ways to connect with customers.
Colin Taylor TRG's insight:

More proof that Digital adds more channels, to the mix, but doesn't eliminate or replace any- #custserv #custexp #cctr

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How to Make Empathy Your Support Team’s Secret Weapon

How to Make Empathy Your Support Team’s Secret Weapon | Customer Service | Scoop.it
There are a lot of “keys to success” thrown around in the support world. But there’s only one that works every time.
Colin Taylor TRG's insight:

Most unhappy #customers don't complian- How #empathy can help you improve #custserv and #custexp

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Premium Support - there's someone at the door

Premium Support - there's someone at the door | Customer Service | Scoop.it
Back in the dark ages of IoT - last September - I gave a presentation at the OneWorld convention. The theme was tech support challenges inherent in IoT. I concluded that the contact center industry
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Seeking Customer Engagement? Create an Emotional Connection

Seeking Customer Engagement? Create an Emotional Connection | Customer Service | Scoop.it
I was having lunch recently with a Boston restaurant investor in one of his restaurants. He was visibly enjoying his investment and happy to be involved in the restaurant business. We talked about ho…
Colin Taylor TRG's insight:

Making an emotional connection is critical for #cx success http://ow.ly/ZlmkX  #custserv #custexp #cctr

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Home Depot - a digital DIY use case in interconnected retail

Home Depot - a digital DIY use case in interconnected retail | Customer Service | Scoop.it
Home improvement store Home Depot is building its own interconnected retail experience, with President of Online Kevin Hoffman seeing tangible results.
Colin Taylor TRG's insight:

At Home Depot 50% of on-line interactions end with a plan to go to a Physical store -#custexp #custserv #cctr

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John Cockerill's curator insight, March 15, 9:08 AM

At Home Depot 50% of on-line interactions end with a plan to go to a Physical store -#custexp #custserv #cctr

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Lesson #216: Provide Multiple “Wins” Throughout the Customer Lifecycle

Lesson #216: Provide Multiple “Wins” Throughout the Customer Lifecycle | Customer Service | Scoop.it
If loyal, long-term customers are your goal, you need to romance them right from the star as a part of the customer lifecycle.
Colin Taylor TRG's insight:

creating 'wins' and pleasant surprises essential for superior #CustomerExperience - #custserv #custexp #cctr

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Kohl's to pilot new store format, shuttering 18 underperforming locations

Kohl's to pilot new store format, shuttering 18 underperforming locations | Customer Service | Scoop.it
Retailer enjoyed a healthy seasonal sales boost but wasn't immune to weather that hurt other retailers in late 2015.
Colin Taylor TRG's insight:

Kohl's shutting stores and testing a new outlet store format - #custserv 

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