inQuba

MARCH 7, 2023

Policy holders everywhere want easy, fast, and on-demand – and they want it their way. Unfortunately, the reality is that many policy holders experience frustration when they file a claim – a time when they may already be annoyed or distraught, and a painful and lengthy claims process only makes matters worse! Until there’s a claim!

Insurance 52

Insurance Customer Journey Mapping Customer Journey Download 52

Myra Golden

MAY 23, 2021

When a customer refuses to comply with the policy, that’s a bait tactic. I freakin love it! Who has time to go back and forth with difficult customers? Not my sister. And not you or your employees. They’re trying to get a reaction from you. If you don’t give it to them, you win. Try my sister’s tactic. Don’t argue. Don’t get in your feelings.

Government 105

Government Travel Interaction Customer Service 105

Win the Customer

OCTOBER 5, 2016

It should be obvious that how you treat your customers is a vital factor in business success, yet many companies become so focused on implementing their policies and procedures that customer satisfaction can get overlooked. The post 4 Ways Your Policies Can Ruin Your Customers’ Experiences appeared first on Win the Customer!

Customer Experience 136

Customer Experience Poor Customer Service Call Center Customer Satisfaction 136

CSM Magazine

JULY 20, 2023

As organizations embrace the benefits of remote and on-site work, it becomes essential to establish a robust hybrid work policy. Keep reading to learn the key considerations and best practices for developing a comprehensive hybrid work policy that promotes employee well-being, collaboration, and performance.

Culture 40

Culture Communication Document Books 40

Myra Golden

MAY 14, 2021

Your employer must have a clear mask policy. Without a clear mask policy, customers will take liberties, argue, and you’ll be frustrated. If your company doesn’t have a clear mask policy, send them a link to this post because I’m about to spell it out for them. Make the mask policy this clear: “No mask, no service.”.

Transportation 66

Transportation Interaction Customer Service Customer Experience Design 66

BlueOcean

APRIL 24, 2024

Here are just a few questions to get started. Does your organization have formal environmental policies and practices? Depending on the size of the outsourcers involved in your RFP bid, you may find varying levels of formality in their policies and practices. This is especially true for smaller, privately-owned companies.

Contact Center 177

Contact Center Government Measurement Document 177

ClearAction

NOVEMBER 25, 2017

Do Customer Experience Policies Empower Growth? Do your policies set free your customers and your employees? Policies are designed to protect, but sometimes they disintegrate — rather than protect — customer relationships. Southwest mirrors these high-trust customer policies with equally trustful employee policies.

Customer Experience 63

Customer Experience Government Airlines 2017 63

Beyond Philosophy

AUGUST 27, 2015

Apparently, Uzbekistan Airways’s new fattist policy will direct their passengers to a weigh in station at the departure gate. and flying a lot for business, I am likely to be a little more sensitive about this policy. A weigh in policy is the height of insensitivity. This policy is just another form of discrimination.

Airlines 108

Airlines 2012 Transportation Books 108

ClearAction

DECEMBER 13, 2017

Customer Centric Sales & Service Policies Lynn Hunsaker. For example, think of Zappos and LL Bean: for their customer-centric sales and service policies, they’ve earned widespread admiration among customers, as well as among executives across a variety of industries who’ve sought to learn from them.

Customer Centricity 54

Customer Centricity Sales Entertainment Government 54

InMoment XI

JANUARY 27, 2022

To get a better look at this concept, let’s analyse a policy at an ANZ airline. What complicates the policy above is the fact that now there is no certainty when New Zealand’s international borders will open quarantine free, what with the rise of the Omicron variant and nations reverting back to lockdown measures.

Airlines 529

Airlines Customer Experience 2022 Financial 529

Talkdesk

DECEMBER 2, 2019

Add in security concerns and there is much to consider when creating a cell phone policy for agents in the contact center. Do nothing — It’s akin to not having a sick leave policy. It’s often best to start with a moderate policy, then assess behavior and tighten the rules if needed. Document and disseminate the policy.

Call Center 56

Call Center Contact Center Document Books 56

Talkdesk

SEPTEMBER 29, 2020

The post How much is your contact center security policy costing you? Let’s take a quick look at the return on investment (ROI) for contact center security as well as some tips to maximize this calculation. appeared first on Talkdesk.

Contact Center 82

Contact Center Return on Investment ROI Financial 82

CSM Magazine

MAY 25, 2022

A lone worker policy is an official written document that outlines the dangers that are experienced by lone working personnel as well as the duties of both the employer and employee in ensuring that lone workers may operate in a safe environment. Why Is It Necessary for Me to Have a Policy for Lone Workers? Simple Is Best.

Document 52

Document Events Workshop Reference 52

Knowmax

JULY 31, 2020

Simplify Customer Service Policies With Advance Knowledge Management.

Customer Service 52

Customer Service Management Customers Customer Experience 52

Customer Enthusiast

DECEMBER 8, 2017

And while it has nothing to do with policies, protocol, or signage, it has everything to do with desire. Sadly, many restaurant employees skip using soap (or washing their hands at all – especially if no one is present to hold them accountable).

Books 40

Books Presentation Retail Customer Service 40

Win the Customer

JULY 2, 2015

Oftentimes, employees do not take time off because an employer’s PTO policies need improvement. This is something that can end up costing the business in the long run. Paid time off (PTO) is an important way for businesses to invest in employee satisfaction and decrease unexpected absences. However, despite most full-time U.S.

Culture 110

Culture Call Center Customer Service Management 110

The DiJulius Group

OCTOBER 21, 2014

Policy can kill your brand – Policy is a bad word. Customers hate hearing the words, “Our policy is…” and even worse, employees love to use it as a crutch. One of the biggest contributors to the Customer service crisis is management’s paranoia that Customers are out to take advantage of them.

Brands 63

Brands Loyalty Customer Service Management 63

InMoment XI

MARCH 23, 2022

As the story around this approach goes, employee engagement espouses policy creation as the solution to employee disengagement and burnout. It’s built around discovering employee discontentment, reacting to it with new policy created within HR departments, and hopefully lowering costs all the while.

Brands 493

Brands Document Employee Experience Events 493

Ecrion

MARCH 19, 2019

The world is changing, technology is changing, the wants and needs of your customers are changing, why not change your policy management system? Changing your policy management or core systems can be notoriously difficult. It might seem like the most natural thing to do. Did you lose any customer information when you upgraded?

Insurance 40

Insurance Management Document Omnichannel 40

Storyminers

NOVEMBER 2, 2016

’ One way to look at it: a forced-upon-its-customers policy that requires users to contractually agree to be non-discriminatory in their selection and treatment of guests staying at their properties. Airbnb’s no-discrimination policy allows their marketers to more carefully define their core customers.

Customer Experience 68

Customer Experience 2014 Hospitality Insurance 68

Oracle

JULY 30, 2018

When it comes to your company’s return policy, when is it time to say that enough is enough? a customer experience podcast series, hosts and CX experts Joey Coleman and Dan Gingiss discuss the unique ways that brands deal with customers who take advantage of their return policies. In episode 27 of Experience This! , ”

Rewards Programs 40

Rewards Programs Retail Definition Customers 40

Storyminers

NOVEMBER 2, 2016

’ One way to look at it: a forced-upon-its-customers policy that requires users to contractually agree to be non-discriminatory in their selection and treatment of guests staying at their properties. Airbnb’s no-discrimination policy allows their marketers to more carefully define their core customers.

Customer Experience 58

Customer Experience 2014 Hospitality Insurance 58

Customers That Stick

OCTOBER 7, 2015

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.

Customer Service 146

Customer Service Customers Blog 146

Customer Bliss

OCTOBER 28, 2021

You just reached a “policy cop.”. Customers who repeatedly encounter company policy cops disengage and share the experience. Start with the Life, Not Company Policy. Don’t make your frontline the policy cops in those moments. These are good people following the rules of the road. That increases costs.

Government 148

Government Books Call Center Innovation 148

Strativity

OCTOBER 30, 2014

When asked why, he said, “That’s the policy.”. The restaurant manager’s policy apparently had no wiggle room – or he had no wiggle room. Take five minutes and write down as many current company policies and rules as you can. The post Can You Afford to Lose Customers Because “That’s the Policy”?

Financial 52

Financial Government Customers Consulting 52

BirdEye

APRIL 17, 2024

In a landmark move aimed at bolstering transparency and trust, YouTube has introduced a mandatory policy requiring creators to disclose the use of AI-generated content in their videos. The policy helps viewers distinguish between AI-generated fiction and reality, safeguarding the authenticity of content consumed online.

Social Media 64

Social Media Demo Measurement Events 64

Alida

JULY 29, 2021

Since everyone can, in an instant, compare companies on all things related to the customer experience , delivery time, customer service, return policies, and even branding are included in the decision process. With competitors being only one click away, having competitive pricing and high-end product quality is no longer enough.

Customer Experience 246

Customer Experience Customers Brands Customer Service 246

Clarivate

NOVEMBER 15, 2023

Our 2023 evaluation and selection policy As the need for high-quality data from rigorously selected sources is becoming ever more important, the Institute for Scientific Information (ISI) has had to adapt and respond to technological advances and changes in the publishing landscape when selecting individuals for inclusion.

2023 130

2023 2022 Consulting Information 130

Middlesex Consulting

MARCH 13, 2023

No matter your time horizon, aftermarket parts pricing policies and management offers industrial original equipment manufacturers (OEMs) the maximum leverage to improve margins and profit. For most OEMs, a significant piece of their total business comes from selling spare parts, wear parts, and consumables.

Consulting 78

Consulting Consumers Management 78

Bill Quiseng

DECEMBER 6, 2023

POLICY If you’re making frequent policy exceptions, then employee perception does not match company promises. It’s poor policy. With a “People First” culture, no longer are people taking second or third seats to profits or customers. RELATIONSHIPS Relationship capital is the only real currency of value to grow your business.

Leadership 158

Leadership Engagement Financial Loyalty 158

TechSee

JULY 28, 2023

This blog explores the right-to-repair policy developments, their implications for consumers, and how AI-powered solutions, like TechSee, can support companies facing right-to-repair concerns. This policy aims to facilitate easier and more accessible repairs, thereby promoting sustainability and reducing electronic waste.

Consumers 206

Consumers 2021 Innovation Customer Centricity 206

Optimove

MAY 7, 2020

The post The Carrot and The Stick – Recent Advertising Policy Changes by Google Are A Mixed Bag appeared first on Optimove. It does so by deploying hyper-segmented audiences that leverage any combination of the hundreds of customer data points – historical and predictive – across all digital platforms. The question is, will you be ready?

Advertising 52

Advertising 2027 2017 Competitive Advantage 52

CSM Magazine

JANUARY 31, 2024

This shows that customer engagement and experience matter, too, while selling policies. Insurance companies can improve their integration of policies and ensure that immediate actions are taken with a frictionless method. With 24/7 assistance, customers can get answers for anything related to their policies, claims, or situations.

Insurance 59

Insurance Customer Service Customers Technology 59

Beyond Philosophy

JUNE 22, 2023

The book introduces the idea of personal policies, which are rules we set for ourselves to guide our decisions. Rules, not decisions : These personal policies are based on our values and priorities and guide our operations. This ability stems from having those personal policies in place and speaking from your identity.

Books 143

Books Definition Financial Consulting 143

Playvox

FEBRUARY 20, 2024

Have Clear Policies in Place for Managing Remote Work Just like you may have policies when someone is working within an office around breaks, lunchtime, socializing, or communicating clearly and effectively to customers, it is just as important to have the same sort of policies for managing remote work effectively.

Management 88

Management Contact Center Communication Feedback 88

SmartKarrot

APRIL 2, 2023

Rethinking culture and expectations To keep pace with the progressive shift in organizational values, people friendly companies around the world are rethinking culture, expectations, and policies to be able to align with the requirements of the new age workforce.

Culture 10

Culture Customer Success Measurement Communication 10

SmartKarrot

MARCH 23, 2023

Rethinking culture and expectations To keep pace with the progressive shift in organizational values, people friendly companies around the world are rethinking culture, expectations, and policies to be able to align with the requirements of the new age workforce.

Culture 10

Culture Competitive Advantage Customer Success Innovation 10