Hospitality

Are Robots Better At Delivering Customer Service Than People?

Are Robots Better At Delivering Customer Service Than People?

Pizza Hut is testing it out! According to a May 28th article in MarketWatch, Pizza Hut is initiating a program to use robots at several of their Asia-based restaurants. The robot, Pepper, will take customers’ orders and money. The robot is a joint venture with SoftBank Robotics and MasterCard. Pepper has a face and can …Continue Reading

When Being Nice is a Strategic Initiative

When Being Nice is a Strategic Initiative

Europe’s largest budget airline, Ryanair, has a new strategy; being nice to customers. According to their CEO, Michael O’Leary, “if I had known that being nicer to our customers was good for business, I would have done it years ago”. When I read the article in The Wall Street Journal on March 14, 2016, my …Continue Reading

Hallmark Greeting Card’s Solutions Show Customers They Matter

Hallmark Greeting Card’s Solutions Show Customers They Matter

Many companies do a good job of providing a worthy customer experience. Few show customers they matter after the transaction. Hallmark has come up with an easy solution. With a web interface, contact center associates can create and mail Hallmark greeting cards to the customers they serve to express sympathy, excitement and congratulations. Using Hallmark’s …Continue Reading

2016 Customer Experience Trends – Free eBook

2016 Customer Experience Trends – Free eBook

TCFCR’s 2016 Customer Experience Trends is now available as a free eBook!  In this free customer experience eBook authored by Richard R Shapiro, you’ll learn what to expect in 2016. According to Accenture, the “Switching Economy” is up 29% since 2010 as companies struggle to keep up with the non-stop customer.  Personalized customer experience is …Continue Reading

Every Purchase Has A Story Behind It – Learn it to Generate Repeat Business

Every Purchase Has A Story Behind It – Learn it to Generate Repeat Business

I’m not sure exactly why, but most customer service associates do not understand that every consumer purchase has a story behind it. Learning the story is a critical component to make a human connection. The connection is the first step in creating and then building a relationship. It is a process. Without that initial connection, …Continue Reading