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10 Phrases Customer Service Reps Should Never Use

10 Phrases Customer Service Reps Should Never Use | ServingExperience - Beyond Customer Service | Scoop.it
Would you want to hear any of these phrases from a customer service rep? No. And neither do your customers.
Roger Ellman's insight:

And...there are many  more..but I'd rather concentrate on the types of phrase they"should " use, but then the phrase has to be meant, genuine and enthusiastic.

 

Still this does set the pace and make the point...a little bit!

 

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Rescooped by Roger Ellman from Internet Marketing Strategy 2.0
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Content Marketing: The Hero's Journey As An Effective Storytelling Plot

Content Marketing: The Hero's Journey As An Effective Storytelling Plot | ServingExperience - Beyond Customer Service | Scoop.it

Via Robin Good
Roger Ellman's insight:

I include this is the ServingExperience collection because a company that exists, follows and thrives upon the ServingExperience way will have a story, and stories that are sincere and true (essential for them to work for a company) and these will also (need to) be truly embraced from CEO to kitchen towel supply supervisor - then and only then does story, brand and reputation float on the high seas of the marketplace. 

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Robin Good's curator insight, September 25, 2013 9:12 AM



James Carson on SmartInsights outlines the value of adopting a story to be more effective in selling your brand, products or services. He specifically points to a specific story plot generally known as the "hero's journey".


This is a story pattern that can be found in tens of popular stories around 

the world.


From Homer's Odissey to Star Wars you can see the same story pattern at work.


You "can use this kind of story arc in a content marketing strategy through switching the protagonist with the customer, and then offer mentorship through the content, and the promise of reward (or quest completion) from the product."


Useful. 8/10


Full article: http://www.smartinsights.com/content-management/content-marketing-creative-and-formats/using-storytelling-narratives-improve-marketing-mix/ 



FredGodefroy's curator insight, September 28, 2013 10:07 AM

Toutes les bases d'une bonne histoire résumé en quelques mots. J'adore !

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5 Customer Service Myths You Can’t Fall For [Infographic] | CustomerThink

5 Customer Service Myths You Can’t Fall For [Infographic] | CustomerThink | ServingExperience - Beyond Customer Service | Scoop.it

Not receiving complaints about customer service doesn’t always mean that you’re getting customer service right with your customers.

Research shows that very few of your customers will actually voice their complaints to customer service. This means that even when things seem to be going right, they could be going wrong, very wrong. As a customer service focused organization, you’re better off receiving more complaints as this gives you the opportunity to make things right with your customers instead of just letting them suffer in silence.

The Salesforce team recently published an infographic on 5 common myths that organizations struggle with when it comes to their customer service delivery. Avoiding these typical myths is key for those wanting to align their teams in order to improve the overall customer experiences that customers get from your organization.


Via Russ Merz, Ph.D., Brian Yanish - MarketingHits.com
Roger Ellman's insight:

All adds to the picture of looking at The Experience and thus, ServingExperience. This is the aim above all others for success, progress and imporvement. It includes WOW, customer delight, loyalty, brand building and so much more. It yes really, even improves the world one customer at a time.

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Russ Merz, Ph.D.'s curator insight, August 31, 2013 9:36 AM

A very good summary in #infographic form of 5 misconceptions ("myths") about #customerservice and its #value to the #brand.

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Next up for disruption: the grocery business - Fortune Features

Next up for disruption: the grocery business - Fortune Features | ServingExperience - Beyond Customer Service | Scoop.it
Delivery logistics and thin margins delayed the inevitable, but capital is finally pouring into online grocery shopping. (The grocery business is ripe for disruption, but will customers let strangers pick out their produce?
Roger Ellman's insight:

Grocery shopping can be romantic, mystical and fun. But not often!

Amazon's ability to erase the crud of life (looking forward to their "eliminating" all bureaucracies soon, at least acting as the oh-so-easy, friendly interface) continues well.

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Guide in Identifying and Creating Customer Personas [INFOGRAPHIC]

Guide in Identifying and Creating Customer Personas [INFOGRAPHIC] | ServingExperience - Beyond Customer Service | Scoop.it

Steps in identifying and developing customer personas

 

Source: http://ijustdid.org/2013/09/identifying-and-marketing-to-buyer-personas/


Via Jonha Revesencio
Roger Ellman's insight:

Another "cheat sheet" (in this case a good thing!)  to remind you to steer towards the goal above all others ServingExperience...the way customer service goes beyond....and imporves the world one customer at a time.

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