by Elaine Fogel

Customers-Employees

Topics related to external and internal customers.

Is United’s Apology Enough or Do You Want More?

sorry

Last Thursday, I received an email from United Airline’s CEO, Oscar Munoz. The subject line? “Actions Speak Louder than Words.”

As you may know, United Airlines has been in deep doo-doo for an incident that occurred with Dr. David Dao. The airline reached a confidential settlement with the doctor and promised to change its ways. In addition, it is upping the incentive amount for voluntary rebooking, now making it the leader in this arena.

Here’s the complete email: Continue reading

Want The Best Digital Customer Experience?

customer experience written on chalkboard

Of course you want your customers to have the best digital customer experience (CX)! Who wouldn’t?

Have you ever heard of “design-led” or “design thinking?” Here are two definitions:

Design is seen as a strategic differentiator for the organization. Formal design processes are established for marketing, product, and customer experience initiatives. Design is integral to shaping digital CX and is involved at every stage when strategy is being set.” (Adobe/Forrester Consulting)

It means making design an integral part of every thought process in your company’s marketing (and product development or service offerings), and can be the line between success and failure, between blending into the sea of mediocrity and standing out, between ultra-creative thinking and what everyone else does.” (Yvonne Lyons, “The Rise of the Design-Led Company — Don’t Be Left Behind,” Right Source Marketing)

So, does it work? You bet!

Companies that embed design thinking in digital CX strategy — those that we classified as design led — achieve tangible business benefits. Moreover, we found that the more that design is embedded in digital CX strategy, the more these benefits are achieved.”

Want to see the proof? Continue reading

21 Easy Phone Tips for Outstanding Customer Experiences

businesswoman on telephone

Did you know that the old-fashioned, Alexander Graham Bell invention (the telephone) still reigns as the most widely used channel for customer service? Yes, almost nine in ten consumers (89%) feel that telephone customer service either meets expectations (60%) or exceeds expectations. (State of Customer Service Experience 2016, The Northridge Group, Inc.)

No matter how you personally feel on any given day, your telephone communication must be consistent and represent your company/organization brand. Here are 21 phone tips to ensure you’re creating outstanding customer experiences:

Continue reading

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