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Which Messaging Platform is Best for Business?

09/21/18 Comments Leave your thoughts

Messaging has become the communication channel of choice. Messaging is instant and makes communication with people half way across the world not only possible, but completely free. These advances haven’t just changed the way people communicate with each other, they’ve changed the way businesses communicate with their customers. Here are four messaging options businesses leverage to communicate with their customers: Text Messaging Today, texting is the most prevalent form of communication worldwide. Text messages have a 99% open rate, one of the highest open rates of all communication forms. One of the most common forms of texting used by businesses...


The 10 Biggest Trends Impacting Customer Experience in 2018 and Beyond

08/21/18 Comments Leave your thoughts

Customer experiences provided by machines using artificial intelligence Artificial Intelligence (AI) tools have become increasingly common in the past year. They are used in a number of recent technology trends. We are on course for entire customer experiences to be provided by machines online using AI. AI bots can also interact with other bots to solve customer issues. Alexa and Siri, two of the most common voice agents on the market, use AI to answer customer questions and even place orders for customers. AI allows employees to focus on other tasks instead of answering routine customer questions. It also keeps...


The Road to Losing Customers

05/31/18 Comments Leave your thoughts

One of the worst customer experiences my family and I had was with a roadside assistance company a few years ago. We were pulling our camper to Charleston for a family vacation when two of the camper tires blew and we had to pull over on the side of the highway. My dad called our roadside assistance service to tow our camper to the nearest RV service center. After ending the call, my dad informed us that they were working on getting someone who could tow the camper and they should be there in about an hour. An hour passed...


3 Ways to Celebrate Your Customers like Disney

01/31/17 Comments Leave your thoughts

One question cast members ask at Disney: Are you celebrating anything?! Disney loves to celebrate their guests! And you should too! Here are 3 reasons why guests love to celebrate at Disney and ways you should celebrate your customers. Recognition At Disney one thing is guaranteed-FREE celebration button. Guests can get a button for birthdays, anniversaries, 1st visit, and I’m celebrating. These small tokens allow the guests to share why they are celebrating during their whole visit. Cast Members are trained to celebrate guests, recognizing the button, and by mentioning a simple happy birthday or a congratulations for being cancer-free....


Disney Excellence Begins With Welcome Home

01/04/17 Comments Leave your thoughts

Walt Disney created Disneyland for one purpose–to be a place where kids and adults can come together and have fun. Simple right?! So what makes the Walt Disney experience unlike any other? Welcome home! These two words can be heard and read all across the Walt Disney World Resort, where I worked for 5 months on the Disney College Program. Welcome Home can be heard and read all around the property. Welcome home will keep families coming back to Disney in the years to come.Why do Cast Members say welcome home? Walt wanted his guests, not customers, to be welcomed...