Hospitality

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 […]

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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 […]

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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 […]

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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, […]

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First Class Really Should Offer First Class Service

First Class Really Should Offer First Class Service

We are excited to share this guest post written by John Patterson. I travel almost every week if I am lucky because most of my consulting is done in the field with my clients. Since I fly so much I have “status” with several airlines and frequently receive an upgrade to “first class”. I really […]

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