Great customer service can be a hard art to master – check out some quick tips to help improve your online reviews.

Amazing! Can you leverage technology beyond just POS simplification or just to compete with online retailers?

Yes, this really is a gigantic stage. To create an experience, theaters often know no limits. Are you limiting yourself? Are you absolutely certain that your new use of technology is the only customer experience change your customers would like to see? Or, are the technologists only pushing efficiency, not really something new and exciting? Yes, automating processes is a guaranteed ROI, but what else do your customers want?

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Is it really new that we get obsessed when customer service stories go viral?

Obsession with news might not be new. I couldn’t find the location of this sculpture, but thought it had such an interesting message. Sometimes, when there is a “caught on camera” moment, it seems like everyone gets stuck on the topic as in the recent customer service issues and just like these figures look like they are stuck to the wall.. Please heed the warning.

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Innovating your customer journey? Can Sheeple now replace People?

Obviously not. Put a stake in the ground. Keep your customers and team members enthused. Don’t let either group be put off by a new process. Sheeple, by definition, are people that are docile and easily lead. With all new processes for our customer journey, we really must have enthusiastic humans doing their new part and help customers along the way as well.

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Everything is Temporary – From Burning Man to Your Customer Journey

We can learn a lot about service from art! The temporary Burning Man Festival in the Nevada Black Rock Dessert reminds us that our time with our customers is over in an instant! Do you pour your heart and soul into service like these artists do for this brief art festival? Well, you should! Make someone’s day just one customer journey at a time and it will last in their memories too!

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What do “stage dives” and customer engagement have in common?

Saturday morning, I walked into the local Starbucks to work for a couple of hours and immediately notice 15-20 customers waiting for their orders. Most of them had quickly stopped by to grab a coffee between basketball games or dance practices with their kids. The cashier line was empty. And, alot of them were irate for having to wait well over 15 minutes.

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What did you say? Our Low Calorie Option? – the art

If asked, how would your team answer the question “What is your low calorie option?” Do they have a good answer? Or, are they left to just guess? Great service is an art form. Here’s how 3 different places missed the mark and what they can do to connect with the customers.

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The Last Video Store Chain Survives – How?

The Last Video Store Chain Survives – How? We are in an age of technology for entertainment. Most households have paid services with their cable company, watch Netflix, Hulu or pick up a movie at a Red Box etc..  All of these things are completely convenient.  It make...

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