Utilizing Customer intelligence to personalize their experience, and engage and anticipate their needs. Create Secret Service systems that easily enable front-line employees to personalize the Customer’s experience by engaging them and anticipating and delivering on their needs. Having great standards is not enough, you now need to systemize those standards in order for them to be realistically delivered on a consistent basis.
I have had the good fortune to experience and witness many professionals who truly know how to serve. However, there is one person in particular that consistently blows me away on how he builds rapport instantly with strangers and learns so much about other people in only a few minute conversation. This person is my… Read Full Article
Is Pokémon GO The Future Of Customer Experience? Pokemania is spreading like wildfire. Pokémon GO, the hot new Augmented Reality (AR) game is not just another hot game on that market. What is most interesting is that it is a cultural phenomenon that blends reality with game play. While gamers see it as just another… Read Full Article
It’s Not All About You Many successful people know how to build rapport. That is how and why they have risen to the success they have. However, what they don’t know is how to teach it and how to train their employees to do it. Former FBI agent, Robin Dreeke, shares how to build rapport… Read Full Article
Talk less – smile more Richard Branson shares great advice in his blog titled, Talk less – smile more. “If everyone [talked less and smiled more] the world would be a happier place. Stop to really listen, pay attention to your companion, and truly hear what they are saying, is all too rare. Often we… Read Full Article
I have heard some great feedback since my article titled, “Turning your Call Center into a Relationship Center” was published at the end of March. Many people have shared with me that they have implemented some of the tools discussed and have seen success in a very short time. Others shared that they have identified… Read Full Article
Win a ticket to the 2016 Secret Service Summit! We want to hear the best things you took from last year’s Secret Service Summit, how you implemented those into your business, and the results. Please submit a 90 second video sharing and showing what impacted you and how you used it in your business. The… Read Full Article
Carle Publishing is a great example of a business that made the Customer Experience they deliver their #1 competitive advantage. Carle Publishing, headquartered in Eastern Canada, competes in a specialized niched marketing industry. However, they have been experiencing incredible sales growth and Customer retention. Carle Publishing creates customized printed and digital magazines for regional and… Read Full Article
I came up with this idea while running and introduced at last year’s #secretservicesummit. As an avid runner, one of my favorite things to do whenever I get to a new city is to explore it on a run. When I do this, I always take note of how the local runners greet one another…. Read Full Article
Real-Time Customer Satisfaction transparency – Engine Yard, a San Francisco-based cloud application management platform, has put their money where their mouth is by taking the brave step of putting a real-time indicator of its current Customer satisfaction stats right on its support site for all to see. You’ll find 100 panda icons featured prominently on… Read Full Article
Tracey Moss believes in creating memorable experiences for people and in making meaningful moments come to life. As the Director of the Owners Club at Hilton Worldwide, she dedicates herself to providing inspirational levels of service and hospitality to the world’s leaders of hospitality. Her vehicle for doing so is the Owners Club, which she… Read Full Article
