Leading through change
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Rescooped by Stacey Feinberg Abbott from New Customer - Passenger Experience
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What If Your #Customer Service Is Bad On Purpose!?

What If Your #Customer Service Is Bad On Purpose!? | Leading through change | Scoop.it
When even Walmart and Ryanair say they care about customer service, we need to be consulting the company's actions, not its words, for the real story on its customer experience.

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, April 8, 2014 1:16 AM

Micah highlights key examples - while no companies try to purposely deliver a poor customer experience, you can quickly see how not delivering at every level will not deliver a positive experience.


It does require a thorough approach.


Share your latest experience with your favorite brand, and what makes them standout. Or share a recent poor experience?

Achar Jay's curator insight, October 28, 2014 4:36 AM

I believe this is quite true because words are just there and in most cases organization's do no live by the book. So if anyone is to accept and subsequently use the company's perspective on customer experience a more practical documentation of what has come in relation to should be used. Even videos of such can be demonstrated.Seeing is believing.

I also believe hearing from the customers can bring a better insight into their experience.

Rescooped by Stacey Feinberg Abbott from New Customer - Passenger Experience
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What If Your #Customer Service Is Bad On Purpose!?

What If Your #Customer Service Is Bad On Purpose!? | Leading through change | Scoop.it
When even Walmart and Ryanair say they care about customer service, we need to be consulting the company's actions, not its words, for the real story on its customer experience.

Via Eric_Determined / Eric Silverstein
more...
Eric_Determined / Eric Silverstein's curator insight, April 8, 2014 1:16 AM

Micah highlights key examples - while no companies try to purposely deliver a poor customer experience, you can quickly see how not delivering at every level will not deliver a positive experience.


It does require a thorough approach.


Share your latest experience with your favorite brand, and what makes them standout. Or share a recent poor experience?

Achar Jay's curator insight, October 28, 2014 4:36 AM

I believe this is quite true because words are just there and in most cases organization's do no live by the book. So if anyone is to accept and subsequently use the company's perspective on customer experience a more practical documentation of what has come in relation to should be used. Even videos of such can be demonstrated.Seeing is believing.

I also believe hearing from the customers can bring a better insight into their experience.

Rescooped by Stacey Feinberg Abbott from Sales Best Practices (sales.eu.org)
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Best Practices for Sales Enablement

Best Practices for Sales Enablement | Leading through change | Scoop.it
Today's high performing sales team looks at the bigger picture and earns the right to make both a strategic and tactical contribution. Download this white paper to learn the seven best practices to better equip your revenue team.

Via Laurent J.V. Dubois
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Rescooped by Stacey Feinberg Abbott from Leading Forward
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Leadership by Engagement

Leadership by Engagement | Leading through change | Scoop.it
In today’s world, we are connected through various forms of communication channels.  Emails, Twitter, Facebook, LinkedIn and Google+ continue to drive w...

Via Angela Chammas, M.Ed., M.S., CPC
Stacey Feinberg Abbott's insight:

Leveraging technology to build upon the ideas and knowledge of others is powerful when you have a purpose.  Otherwise it can be overwhelming.  Balancing the ability to grow ideas without getting weighted down with the volume of information will continue to be an interesting challenge.

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Angela Chammas, M.Ed., M.S., CPC's curator insight, September 16, 2013 9:56 PM

Engaged leaders know that the surest road to business success always goes through the hearts, minds and spirits of those that they lead.  By acknowledging and engaging with the people around them from the inside out, engaged leaders create a strong sense of community and common purpose, which is necessary when inspiring others to achieve a shared goal.

Rescooped by Stacey Feinberg Abbott from New Customer - Passenger Experience
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"Losers have goals. Winners have systems."

"Losers have goals. Winners have systems." | Leading through change | Scoop.it

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, April 4, 2014 7:59 PM

This is a fabulous quote from @DailyDilbert:


"Losers have goals. Winners have systems."
 
Great examples provided to give you a better understanding of your journey mapping via every touch point, in order to deliver a positive #Customer #Experience.
Share your thoughts on some of the examples provided.
celeste howe's curator insight, April 5, 2014 10:04 AM

The secrete is making the buying decision as easy as possible for your customers. The magic is in the process...

Gloria Inostroza's curator insight, April 5, 2014 11:11 PM

¡Muy buen consejo para ser un/a ganador/a!

Rescooped by Stacey Feinberg Abbott from New Customer - Passenger Experience
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Lessons in #CustExp @Uber

Lessons in #CustExp @Uber | Leading through change | Scoop.it
Customers aren’t willing to suffer through badly designed experiences anymore. Case in point: the cab industry. Since the public hackney coach service was launched in London in the 17th Century — all the way through to today — the experience has literally gone unchanged: 1) Riders hail cabs (coaches back then) on the side of ...

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, April 10, 2014 12:33 AM

All traditional industries should rethink their ways. The key is to  invest in disruption at each customer experience pain-point:


1) Remove Friction Points


2) Deliver Transparency


3) Use Feedback as a Currency


4)Make Human Connections


Technology that was seen as Star Trek next gen one day — will pass those thinking this will never happen to them next 


Do you agree?

Michael Allenberg's curator insight, April 11, 2014 8:11 AM

Designing Experiences involves designing end-to-end solutions, not just "shiny interactions."

Rescooped by Stacey Feinberg Abbott from New Customer - Passenger Experience
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10 Top Business Tycoons in the World Talk Customer Experience

10 Top Business Tycoons in the World Talk Customer Experience | Leading through change | Scoop.it
Even the most savvy business tycoons in the world rely on customer experience as a competitive advantage in today's customer centric world.

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, October 30, 2013 1:30 PM

For me, the below quote says it all!

 

Sam Walton, Wal-Mart (USA)

 

“There is only one boss-the customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.”

 

What are your thoughts?