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Lessons from service leaders
Design isn’t just for products—it should be a careful consideration in the overall customer experience.
Posted On: October 5, 2010 Posted In: Customer Service , Hilton Comments: 43 Responses People seem to think Customer Service and Marketing are separate departments. I say they go hand in hand. There is no better way to increase or decrease your brand impression than through customer interaction.
In this article, you'll learn... How a customer feedback program can be pivotal to the success of your business Why you should use customer feedback insight across your entire company First, a plea: please don't keep your marketing insight languishing in a silo, away from your core business processes.
Home >> Publications >> Interacting with Government >> Future Service Delivery Preferences Overview
HERE is an example of how an average Australian may have contact with government 10 years from now. Lyn has just given birth to her second child, Jai. During her pregnancy she registered online with Government Services Australia and selected a range of maternity-related services that she wished to receive.
How many people should be answering the phone at Zappos on a Saturday? What’s Southwest Airlines policy regarding hotel stays and cancelled flights?
The president of Harley-Davidson got it right when he said “The more you engage with customers the clearer things become and the easier it is to determine what you should be doing”.
In this article, you'll learn to...
Perhaps it's no surprise to you that survey after survey finds many people are dissatisfied with their jobs . A Conference Board survey last year reported that only 49% were satisfied with their jobs, the lowest level in 22 years since they began their survey.
The customer service world around us is changing with the social web, new technologies, and especially mobile apps.
Customer service through social media is a pretty hot topic at the moment. More companies are investing in this, and more people expect to have their problems solved through Twitter or Facebook. We’ve already seen a glimpse of what customer service will look in the future, when Gatorade shared their Mission Control Centre earlier this year. The centre allows staff to track real-time mentions of their brand and monitor current trends in sports conversations, and those that are relevant to their brand. It’s exactly what I’ve been imagining for quite a while now, and it’s fantastic to see it being done.