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An Employee Engagement Miracle
I loved WestJet’s “Christmas Miracle.” I couldn’t stop watching this viral video for a number of reasons. For one, it goes above and beyond the scope of customer service excellence. Through its...
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14 Customer Experience Trends for 2014 (The Year of Empathy)
Customer Experience Excellence Best Practices It’s time to identify key customer experience trends for next year. We did a pretty good job of identifying 13 CX trends for 2013 and many of those trends...
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The Philly311 Show Sneak Peek: Immigrant and Multicultural Affairs in...
Above is a sneak peek from the newest episode of The Philly311 Show, airing tomorrow. In this episode, I sit down with Jennifer Rodriquez, the Executive Director of the Mayor’s Office of Immigrant and...
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Building Customer Relationships in Four Steps
Customer Experience Excellence Best Practices In order to set up and manage your relationships with individual customers, you have to accomplish four basic things: Identify customers individually....
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Tip: How to Manage Your Social Voice of the Customer
Social media has opened up a new world for customer service operations, allowing us to meet customers where they are and serve them instantly. But is a downside too. Social media has given a megaphone...
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How Are You Developing Your Talent?
Above is the sneak peek for the The Philly311 Show’s latest episode with guest Jackie Linton, Director of the Center of Excellence. I really enjoyed sitting down with Jackie and discussing the Center...
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Essential Traits for a Customer Service Manager
Above is a sneak peek at The Philly311 Show episode where I interview 311 Operations Manager, Sheryl Johnson. What I loved most about speaking with Sheryl is her passion for customer service. This...
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Social Media Content for Customer Service
I recently read an article from McKinsey Quarterly about the role of social media in customer service. The article dove into the operational aspects of implementing a social media strategy. It also...
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Customer Satisfaction: Innovating with Lack of Resources
My post originally appeared on the DigitalGov blog. Philly311 winning the Managing Director’s Office “High Performing Department of the Year Award” As government contact centers, we all face financial...
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Streamlining Customer Information through Video
As we begin to release new episodes of Philly311 TV, I thought I’d write a post about the importance of these videos from a customer service standpoint. Philly311 TV is the digital engagement effort of...
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Customer Service Versus Customer Experience: What’s The Difference…And Why It...
Reblog from: September 24, 2015 by Bruce Jones, Programming Director, Disney Institute In case you’ve missed it, the term “customer experience” is everywhere in business these days. In fact, some...
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City of Philadelphia Celebrates Customer Service Week in a Big Way
Customer Service Week was a tremendous success! The conversations that took place during these trainings were meaningful and lead to very important questions and reframing of our customer service...
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