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Customer Service
Waiting on hold is still one of the most common customer pain points, as it has been for years. And due to short staffing across many industries, hold times seem to be on the rise. So why don’t companies give any thought to making the wait-on-hold experience more tolerable?
Customer Experience
Toys R Us was a company that, when they went out of business, the store looked exactly like it did when I was a kid. It had never changed. It was just products on a shelf. Whereas you compare it to something like the Lego Store where throngs of kids rush to the Lego Store because they know they can play with Legos and they can have an experience while they’re there.
Customer Experience
Fast food giant McDonald’s recently announced the promotion of Manu Steijaert to the new role of executive vice president and global chief customer officer, leading a brand-new customer experience team. As a former employee who did not have a good experience there, I say: better late than never.
Events
During the pandemic, I’ve helicopter myself above it in regards to the events industry. What I see is all good. The reason is because prior to the pandemic and for the past 20 years, I’ve been standing on a soapbox. I’ve been preaching to people the power of the event as a medium to deliver a message not unlike advertising, not unlike PR, but a marketing tool.
Digital Experience
According to the CDC 26% of American adults live with a disability today. It’s a very significant portion of the marketplace that you may not be opening your business up to. accessiBe hopes to help all different kinds of businesses and people out there make themselves available to everyone.
Customer Service
The customers that complain do so because they care. They actually want to continue doing business with you. They want you to fix the problem. If they didn’t care, they would just leave. And so many customers do that. If you look at feedback as a gift, you will realize that these are customers that are trying to help you.
Dan Gingiss is a customer experience keynote speaker who helps unlock your team’s potential by fostering a culture of remarkable experiences.