I continue to be impressed by the Kimpton hotel chain. The staff was nothing short of amazing during my recent stay at their Alexis Hotel in Seattle. For this article, I imagined myself as a “mystery shopper” and engaged with several frontline workforce employees to find out more about their culture.
I talked to the front desk staff and learned that one of them had worked there for 13 years, and another since the hotel had opened. I continued to be impressed by the longevity of other employees as well. The concierge had transferred to Seattle after working at another Kimpton location. […]
For BPOs, it’s all about delivering an excellent customer experience while making a profit. It’s not an easy job.
Often, this means doing more with less. And for Business Process Outsourcers (BPOs), agents are a fixed […]
Sometimes, your customers just want to feel heard.
A number of years ago, I was travelling for a job interview and booked a night at a Hampton Inn. I awoke and looked to take a shower […]
Are you following the herd or defining your own path to success?
In business and in life, there’s this crazy notion of the herd mentality. What is it? According to Wikipedia: herd mentality, or mob mentality, […]
Unfortunately, the story shared here is based on a real company event. Names have been changed to protect the innocent, but too bad the company name can’t be shared so they can be shamed for […]
“The purpose of a business is to create and keep a customer” – Peter Drucker
Sometimes, it seems that companies focus exclusively on the first half of this equation. Sales to new customers are exciting, and […]
How do you drive contact center innovations and implement change? The answer is – not easily.
Contact centers are set in their ways. They have a process and procedure that is dictated and, for the most […]
How do you drive innovation within your organization? Do you think outside of the box to think outside of the box?
When you’re designing or redesigning your customer experience, it’s critical to listen to – and […]
As contact center environments have become more complex, strategic business leaders are looking for innovative ways to spend less and make customers happier.
A recent study by Aberdeen Group shows intraday automation might be the magic […]