Home
Search results “Improvements to customer service strategies” for the 2017
The Key to Customer Strategy Improvement: Customer Listening
 
26:32
Customer attrition is the bane of the insurance industry. Consumers defect for a variety of reasons—better prices offered by a competitor, better customer service, and better reputation. At Philadelphia Insurance Companies, Seth Hall aims to combat such factors and prevent them from occurring. In this interview, Seth Hall chats with Mila D’Antonio about the intricacies of Philadelphia Insurance Companies’ voice of the customer strategy and how Seth’s team uses it to make continuous customer experience improvements.
Views: 270 Confirmit
Process Improvement: Six Sigma & Kaizen Methodologies
 
09:47
Improve your project processes with these top two methodologies: Six Sigma & Kaizen Try our award-winning PM software for free: https://www.projectmanager.com/?utm_source=youtube.com&utm_medium=social&utm_campaign=ProcessImprovementSixSigmaKaizenMethodologies Claim your free 30-day trial of PM Software here: https://www.projectmanager.com/?utm_source=youtube.com&utm_medium=social&utm_campaign=ProcessImprovementSixSigmaKaizenMethodologies Project managers are constantly looking for ways to improve the performance of the processes on their projects. That's why, in this brief but compelling video, ProjectManager.com Director Devin Deen shares the key points from the Six Sigma and Kaizen methodologies. See the video,and learn why the Six Sigma methodology and the Kaizen "change for the better" culture are the two most widely used process improvement methodologies for project management, in the world today. Subscribe to our YouTube Channel here: https://www.youtube.com/user/projectmanagervideos Want to see another great video on project management methodologies? Check out Critical Chain Project Management vs. Critical Path. See it here: https://www.youtube.com/watch?v=mpc_FdAt75A
Sales Motivational Video Sales Training & Techniques in Hindi by Vivek Bindra
 
10:19
To Attend a 4 hour Power Packed “Extreme Motivation & Peak Performance” Seminar of BOUNCE BACK SERIES, Call at +919310144443 or Visit https://bouncebackseries.com/ To attend upcoming LEADERSHIP FUNNEL PROGRAM, Call at +919810544443 or Visit https://vivekbindra.com/upcoming-programs/leadership-funnel-by-vivek-bindra.php Watch the Leadership funnel Program Testimonial Video, here at https://youtu.be/xNUysc5b0uI Follow our Official Facebook Page at https://facebook.com/DailyMotivationByVivekBindra/ and get updates of recent happenings, events, seminars, blog articles and daily motivation. VIDEO: Sales Motivational Video in Hindi by Vivek Bindra This video discusses in detail the basics, the intermediaries and nuances of selling. Mr.Vivek Bindra who has helped hundreds of corporates and thousands of sales men and individuals achieve their sales goals and target through his path breaking and game changing videos on selling skills and techniques. In this video he discusses at length, the FABing techniques, and its distinct advantages. He also tells his audience how Conviction and Communication are the 2 key levers in enhancing your sales.This video talks about the spiritual, mental, physical and intellectual levels of communication. This video also focuses on connect, convey and convince theory and either helping to solve a customers problems or help him achieve his goals. Mr. Vivek Bindra delivers high power sales trainings, sales seminars and sales related sessions in cities like Bangalore, Chennai, Delhi, Hyderabad, Kolkata, Mumbai, Ahmedabad, Pune, Kanpur,Indore,Jaipur,Vadodara,Surat,Nagpur,Lucknow,Patna,Bhopal,Bhubaneswar, Bikaner, Bokaro Steel City, Chandigarh, Coimbatore, Cuttack, Dehradun, Dhanbad, Durgapur,Faridabad, Ghaziabad, Gurgaon, Guwahati, Gwalior,Hubli,Indore, Jabalpur, Jalandhar, Jamshedpur, Jhansi, Kanpur, Kochi, Kota, Kozhikode, Lucknow, Ludhiana, Madurai, Mangalore, Mysore, Nagpur, Noida, Pondicherry, Raipur, Rajkot, Ranchi, Rourkela, Surat, Thiruvananthapuram, Vadodara, Varanasi, Visakhapatnam. He is also the best Sales trainer in India, NCR, Andhra Pradesh, Arunachal Pradesh, Assam, Bihar, Chhattisgarh, Goa, Gujarat, Haryana, Himachal Pradesh, Jammu & Kashmir, Jharkhand, Karnataka, Kerala, Madhya Pradesh, Maharashtra, Manipur, Meghalaya, Mizoram, Nagaland, Odisha, Punjab, Rajasthan, Sikkim, Tamil Nadu, Telangana, Tripura, Uttar Pradesh, Uttarakhand, West Bengal. . He is widely known for his selling skills in Asia, South East Asia, Malaysia, Kualalumpur, Singapore, Thailand, Bangkok, Vietnam, Dubai, Abu Dhabi, Qatar, Maldives, Bhutan, Nepal, Thimpoo, Kathmandu, Burma, Rangoon and middle east. sales improvement, sales and selling acumen improvement trainings, workshops and seminars. This is the best sales training video, sales motivational video, sales technique and selling technique video made ever that can and will impact your sales bottom-line. Contact Mr. Vivek Bindra for the most outstanding sales motivation workshops, sales training programs, sales symposiums and sales training. Individual sales man and salesmen can immensely benefit from this video. Mr. Bindra is an excellent facilitator for sales training for beginners. Mr. Bindra is a world class sales trainer in Hindi and English and a superb facilitator for sales training in Hindi and English. He is bestknown for sales and salesman problem solving issues. Mr. Bindra is widely recalled for his outstanding skills in sales integration trainings, workshops and seminars. He is also well known for Sales interview questions and answers. He delivers widespread trainings for sales skills in Hindi and English, sales skills fundamentals and others. He is called upon by many to conduct seminars on selling concepts ad sales concepts. Selling and sales fundamentals, sales and selling technique. He is also known for selling skills customer service training and selling skills presentation. Widely popular for selling techniques and strategies in hindi and English, Mr. Bindra is very famous for selling techniques in wholesale and retail. He is also known for his exceptional training on selling skills over the phone, direct and indirect sales and selling technique and skills, bestselling and sales techniques, and upselling plus cross selling skills, technique and trainings that work. Known for his training at selling at the point of service skills, Mr. Vivek Bindra has acquired critical acclaim for being the best sales coach in the country. Mr. Bindra has been known for his short selling strategy and selling option strategy technique training. He is also known for his put training strategy techniques.
How Can Improving Customer Experience Help My business Grow?
 
02:37
How Can Improving Customer Experience Help My Business Grow? - Keeping It Simple With Customer Experience. Featuring Lloyd Knowlton, Customer Service & Customer Experience Specialist at Skyblu Customer Service Experts. How does it work? 1. Listen to your customers 2. React to customer Feedback = The 3 Rs Returning Customers Referrals Reviews (online) 3. Repeat process with your new customers to ensure continuous improvement & growth. Find out more at Skyblucustomerservice.co.uk
Communication Skills - How To Improve Communication Skills - 7 Unique Tips!
 
08:15
Communication skills are crucial to your ability to build relationships with other people. Whether it be a business, friendship, or even romantic relationship - communication skills are a necessity. Here are 7 unique tips/tricks that will drastically improve your conversations and overall communication skill. Inspired By Mark Manson's Best Selling Book: Get Your Free Audiobook Copy at: http://www.audibletrial.com/ImprovementPill Help Support Us At http://www.Patreon.com/ImprovementPill Other Videos On Social Skills: Storytelling: https://www.youtube.com/watch?v=-9Wb3gcOuKM Deeper Conversations: https://www.youtube.com/watch?v=sHeFWHpmHSM How To Be Funny: https://www.youtube.com/watch?v=SmrC6W5IgCU Join My Newsletter For Monthly Emails About (Health, Wealth, Love, And/Or Happiness Related Subjects): http://bit.ly/2jnsoxh Fan Mail & Q&A Mail: PO Box 778331 Woodside, New York 11377
Views: 1317545 Improvement Pill
How To Master The Six Disciplines Of Customer Experience
 
01:48
To make the leap from incremental improvements to breakthrough transformation, companies must routinely perform a set of sound, standard practices. These practices fall into six high-level disciplines: customer experience strategy; customer understanding; design; governance; measurement; and culture.
Views: 2690 Forrester
Driving Customer Experience Transformation
 
02:52
Video explains how to drive sustainable customer experience improvements by focusing holistically on the Four Customer Experience Core Competencies. For more information, see the free research report, The Four Customer Experience Core Competencies: http://experiencematters.wordpress.com/2013/01/22/report-the-four-customer-experience-core-competencies/
Views: 27574 TemkinGroup
Customer Service: The Customer Service Process at the Expansion Stage
 
03:01
Learn More at OpenView Labs: http://labs.openviewpartners.com/topic/customer-development/managing-customer-development/ Bill Price, President of Driva Solutions, discusses the important role that process plays in regards to customer service for expansion stage companies.
Views: 393 OpenViewVenture
Customer Service Training Tip - The Cost to Deliver Good Customer Service by Shep Hyken
 
02:01
How much does it cost to deliver good customer service? Shep Hyken, customer service speaker, author and training expert explains how you can make improvements in customer service without too much expense with a quick 2 minute video tip. For more information about The Customer Focus (the customer service training program) go to http://www.TheCustomerFocus.com
Views: 249 Shep Hyken
Supply Chain Cost Reduction - 5 Key Levers
 
06:30
http://www.logisticsbureau.com Rob O'Byrne introduces his 5 key levers for Supply Chain cost reduction. The article is here: http://www.logisticsbureau.com/b/5keylevers.htm Book Series: http://www.supplychainsecretsbooks.com/series/ People often ask me what the most effective changes are that a business can make to their Supply Chain Generally to reduce costs which is the thing that most Supply Chain managers are trying to do these days But it's hard to do that whilst maintaining or improving customer service isn't it? Well not that hard actually So in this series of videos and articles I'd like to share with you the 5 things that I've found consistently make the biggest impact on Supply Chains And what do I base that on? Well 35 Plus years in Supply Chain and Logistics the last 20 or so in consulting working with hundreds of businesses across 23 countries in total That provides an interesting perspective on what really makes a difference and what doesn't. You know I come across so many businesses struggling to fix multiple Supply chain issues at once or trying to manage a whole range of Supply Chain improvement projects concurrently And what happens? They bog down and get disheartened They waste time waste resources and waste money instead of getting the benefits they so desperately need You need to be more focussed on the outcomes you really need. A quick summary of the video is: Get a strategy in place and understand your key cost and service drivers, use this to manage and increase customer profitability, then look at your distribution network efficiency, and finally measure the right LIMITED range of performance metrics that will help you drive improvements. This is an example of the material taught at Supply Chain School. http://supplychainschool.com/ Rob O'Byrne is the CEO of specialist Supply Chain Consultant firm, Logistics Bureau. http://www.logisticsbureau.com Also check out this great ebook on supply chain management: http://supplychainmanagementsecrets.com/
Views: 30066 Supply Chain Secrets
Marketing Your Independent Hotel or Bed & Breakfast
 
10:19
Part 4 of 5 “How to Improve your Independent Hotel or Bed & Breakfasts Success” If you do not have access to the 5 Part Video Series click the following link http://www.keystonehospitalitydevelopment.com/improve-your-independent-hotel-or-bed-breakfasts-success-sign-up/ or visit http://www.keystonehospitalitydevelopment.com and click Training Course Marketing is important when running most businesses but is imperative when operating an Independent Hotel or Bed & Breakfast. Are you getting the biggest “Bang for Your Buck” for your marketing dollar? We will look a couple of exercises to see if your brand is holding up, ways to improve your website, the importance of a blog and the benefits collaborating with other businesses. In this video we also have a special announcement. Introducing “The Complete Guide to Operating an Independent Hotel or Bed & Breakfast” Training Course which will include: in-depth step-by-step videos, ebooks and checklists on setting up an organizational strategy, management strategy, outsourcing, employee hiring & firing, training, communication, techniques, customer service, handling complaints, upselling, marketing, branding, email strategy, social media, property improvements, trends plus much, much more. This course is designed for owners of Independent Hotels or Bed & Breakfasts who wish to improve their Businesses Practices and Patronage, while enjoying a Fun & Fulfilled Life as an Hotelier. For more information, click the link below (or copy the url & paste in your favourite web browser address bar). http://www.keystonehospitalitydevelopment.com/blog/Hotel-and-Bed-and-Breakfast-Training.html To stay in touch: Join us on Facebook at KeystoneHDC https://www.facebook.com/KeystoneHDC And on Twitter at KeystoneSquad https://www.twitter.com/KeystoneSquad If you have any comments, we would love to see them. Until next time, Have Fun, Enjoy Life and Let Success Follow! http://www.keystonehospitalitydevelopment.com/improve-your-independent-hotel-or-bed-breakfasts-success-sign-up/
Views: 11328 Keystone HDC
4 ways to improve sales performance | Adsoup Insights EP#21
 
04:46
No matter what industry you’re in, one thing is certain, the marketplace is constantly changing. and to be sure that you stay ahead of your competition, you need to be armed with all the strategies to help you stay ahead of the game. My name is Benjamin, this is Adsoup Insights, and here are 4 ways to improve sales performance. No matter what business, you’re in there are always ways you can improve your sales, from communicating your difference from your competition to how you manage them after the sale is done there are always improvements to be made, so let's start with Number one, be on social media messaging to capture leads 2 out of 3 customers say they prefer to message a business through social media over any other method. Which makes sense, since they’re already hanging out on these platforms, to begin with! 1.4 billion people send 50 billion messages over social media every day. By being active on social media, you are placing yourself in the most natural position to interact with prospective customers, with approachability and immediacy. With so many existing social media channels this might seem overwhelming, but with tools like Adsoup, it’s never been easier. Here you can aggregate all your social media channels on one platform, where you can respond directly, anywhere, anytime. Number Two, demonstrate real value: Your customers are smart and using the internet where an endless number options and opinions are at their fingertips. You know your product is the best option, but now it’s up to you to prove it. Start by knowing your customer. Identify their needs, then show them, don’t tell them, how you will supply the solution. One way of doing this is to offer a free trial or discounted first try. Just like test-driving a car, allowing potential customers to try before purchase puts risk-averse consumers at ease and shows your own confidence in your product or service. After that, it’s all about follow-through - provide the best product and let it do the talking. Three, Listen to existing customers: Now that you’re on social media, and your customers know the value of your product, it’s time to focus on your listening skills, because listening to existing customers is a proven method for increasing your bottom line. In contrast to traditional advertising, where the brand does all the talking, social media creates a two-way conversation between your business and your consumers, and they really are the experts. The probability of selling to a prospective customer is 5 – 20%. The probability of selling to an existing customer is 60 – 70%. Returning customers already know the quality of your product, so by listening and responding to your customers, you are strengthening existing relationships and fostering loyalty. Number Four, Exceed customer expectations: Former Scandinavian Airlines Executive Jans Carlson is credited for his concept of “delighted customers”. He believed that satisfaction was great, but over-exceeding expectations were what would inspire repeat customers and generate the right kind of attention via word of mouth (or Tweet). Empowering customer service representatives is one strategy that grew out of this concept. This can be applied in person, say someone drops an ice cream cone, the employee offers to replace it free of charge. It can also be applied online. For example, if a social media manager for a hotel sees a tweet complaining about the view from his or her hotel window, the employee will, of course, respond promptly, but can also choose to upgrade the room free of charge. In both situations, the employee went above and beyond the call of duty, making the customer feel heard, special and appreciated. But you need to make sure that you empower your front-line staff to have that ability of course, but that’s a talk for another time. The bottom line here is that improving sales performance means improving customer service. Make yourself available and approachable on social media. Know your customers enough to trust that your product or service will speak for itself. Listen to your customers in order to constantly improve and grow with the needs of your community. All of these things will create delighted customers who will come back time and time again. For more videos like this, please like and share our YouTube and Facebook page, if you have any questions or comments leave them below, and with that, this has been Adsoup insights, my name is Benjamin and I will see you again soon.
Views: 186 Adsoup
Selling & Negotiation Skills, Sales Training, Top SalesMan Best Workshop Delhi NCR Gurgaon India
 
08:43
To Attend a 4 hour Power Packed “Extreme Motivation & Peak Performance” Seminar of BOUNCE BACK SERIES, Call at +919310144443 or Visit https://bouncebackseries.com/ To attend upcoming LEADERSHIP FUNNEL PROGRAM, Call at +919810544443 or Visit https://vivekbindra.com/upcoming-programs/leadership-funnel-by-vivek-bindra.php Watch the Leadership funnel Program Testimonial Video, here at https://youtu.be/xNUysc5b0uI Follow our Official Facebook Page at https://facebook.com/DailyMotivationByVivekBindra/ and get updates of recent happenings, events, seminars, blog articles and daily motivation. VIDEO: Best Motivational Speaker in Delhi, India Mr.Vivek Bindra who has helped hundreds of corporates and thousands of sales men and individuals achieve their sales goals and target through his path breaking and game changing videos on selling skills and techniques. He also tells his audience how Conviction and Communication are the 2 key levers in enhancing your sales. He also talks about the principles of identifying the needs, interest and concern of the customers and connect, convey and convince with the customers. Mr. Bindra is a celebrated negotiation skills trainer in hindi and english. He is widely recalled for trainings in negotiation skills for working professionals, working women, youth, students etc. His videos in negotiation skills shot in hindi and english are highly popular worldwide. He is best known for his negotiation skills training games, negotiation skills role play, negotiation skills in sales, negotiation skills from movies,negotiation skills funny videos etc. Mr. Vivek Bindra delivers high power sales trainings, sales seminars and sales related sessions in cities like Bangalore, Chennai, Delhi, Hyderabad, Kolkata, Mumbai, Ahmedabad, Pune, Kanpur,Indore,Jaipur,Vadodara,Surat,Nagpur,Lucknow,Patna,Bhopal,Bhubaneswar, Bikaner, Bokaro Steel City, Chandigarh, Coimbatore, Cuttack, Dehradun, Dhanbad, Durgapur,Faridabad, Ghaziabad, Gurgaon, Guwahati, Gwalior,Hubli,Indore, Jabalpur, Jalandhar, Jamshedpur, Jhansi, Kanpur, Kochi, Kota, Kozhikode, Lucknow, Ludhiana, Madurai, Mangalore, Mysore, Nagpur, Noida, Pondicherry, Raipur, Rajkot, Ranchi, Rourkela, Surat, Thiruvananthapuram, Vadodara, Varanasi, Visakhapatnam. He is also the best Sales trainer in India, NCR, Andhra Pradesh, Arunachal Pradesh, Assam, Bihar, Chhattisgarh, Goa, Gujarat, Haryana, Himachal Pradesh, Jammu & Kashmir, Jharkhand, Karnataka, Kerala, Madhya Pradesh, Maharashtra, Manipur, Meghalaya, Mizoram, Nagaland, Odisha (Orissa), Punjab, Rajasthan, Sikkim, Tamil Nadu, Telangana, Tripura, Uttar Pradesh, Uttarakhand, West Bengal. . He is widely known for his selling skills, sales improvement, sales and selling acumen improvement trainings, workshops and seminars. This is the best sales training video, sales motivational video, sales technique and selling technique video made ever that can and will impact your sales bottom-line. Contact Mr. Vivek Bindra for the most outstanding sales motivation workshops, sales training programs, sales symposiums and sales training. Individual sales man and salesmen can immensely benefit from this video. Mr. Bindra is an excellent facilitator for sales training for beginners. Mr. Bindra is a world class sales trainer in Hindi and English and a superb facilitator for sales training in Hindi and English. He is bestknown for sales and salesman problem solving issues. Mr. Bindra is widely recalled for his outstanding skills in sales integration trainings, workshops and seminars. He is also well known for Sales interview questions and answers. He delivers widespread trainings for sales skills in Hindi and English, sales skills fundamentals and others. He is called upon by many to conduct seminars on selling concepts ad sales concepts. Selling and sales fundamentals, sales and selling technique. He is also known for selling skills customer service training and selling skills presentation. Widely popular for selling techniques and strategies in hindi and English, Mr. Bindra is very famous for selling techniques in wholesale and retail. He is also known for his exceptional training on selling skills over the phone, direct and indirect sales and selling technique and skills, bestselling and sales techniques, and upselling plus cross selling skills, technique and trainings that work. Known for his training at selling at the point of service skills, Mr. Vivek Bindra has acquired critical acclaim for being the best sales coach in the country. Mr. Bindra has been known for his short selling strategy and selling option strategy technique training. He is also known for his put training strategy techniques. Mr. Bindra is a master sales strategist, sales strategy planner, channel sales strategy,b2b sales strategy and b2c sales strategy. He is renowned for his online selling and sales strategy techniques, sales marketing strategy and online sales and selling strategy.
How Lean Services Lead to Lower Costs and Happier Customers
 
23:42
Toyota's lean production system transformed operations in the auto industry by reducing waste and streamlining manufacturing processes. Now these lean principles are being implemented in the service sector and the results have been dramatic: Costs are being slashed and vast improvements have come about in customer service. A variety of organizations, from call centers to hospitals, are discovering the benefits of lean services. Devesh Raj, a partner and managing director at The Boston Consulting Group (BCG), spoke to [email protected] about the opportunities and challenges inherent in implementing lean processes within service-centric organizations.
Views: 9379 KnowledgeAtWharton
Customer service improvements for marketing | Mitch Carson
 
02:30
Marketing Strategies Today: Customer service improvements for marketing | Mitch Carson You will see that many professionals are also very social. When you are on LinkedIn you are engaging with others and you are sharing ideas which will ensure that you are able to meet new people and also notice you. You want as well to make sure that you are able to build your brand and that means that you will see that there are more chances to be discovered on the platform. So create great content, build your network and see what you can do to grown your own brand. You will be amazed at when you are sharing and engaging the way that people begin to respond to you and also to your company. There has never been a better time for you to get started. * If you are absolutely committed to growing your business and ready to invest yourself to do it, Mitch Carson will guide you. Click here - http://www.mitchcarson.com/ for more info!
Views: 2 Mitch Carson
How to Market a Business (Tamil)
 
04:53
how to Market a Business, how to Market my business, how to Market your business Tamil, Small business idea tamil Content: 7 Marketing Strategy to do market your business 1. Direct Marketing 2. Passer By Walk Ins 3. Customer Satisfaction 4. Design A Website for your Business 5. Local Directory Submission 6. Social Media Business page Creation 7. Search Engine Optimization and Search Engine Marketing
Views: 152549 Viyabari
The Essentials of Customer Experience: Going Beyond Customer Service
 
01:44:39
In this webinar we'll review how to measure customer experience, benchmark a company's or agency's ability to deliver great customer experience, estimate the ROI of customer experience improvements, and get senior management to actively participate in the customer experience transformation. For more information, visit http://www.digitalgov.gov/digitalgov-university/and follow DigitalGov on twitter https://twitter.com/Digital_Gov Presenters: Megan Burns, Forrester and Brenda Wensil, Dept. of Education Produced by DigitalGov University, an initiative of the General Services Administration.
Views: 6009 DigitalGov
43. ITIL | important key terms and concepts in service management
 
06:22
This video explains the important key terms and definitions in ITIL service management. ITIL Information Technology Infrastructure Library is a set of best practices being practiced by most of the infrastructure service providers to deliver services to the customers to meet their business needs within predicted cost and quality. Service Service is a means of delivering value to customers by achieving customer's desired results while working within given constraints. Service Level It is measured and reported achievement against one or more Service Level Targets. Service Level Agreement It is agreement between service provider and customer. The SLA describes the IT Service, documents Service Level Targets and specifies the responsibilities of provider and customer. Service Strategy Service Strategy helps to design, develop and implement service management as organizational capabilities and strategic assets as well. It enables a service provider to consistently outperform competitive alternatives over time, across business cycles,industry disruptions and changes in leadership. Service Model Service Model is the high level description of the service and components required to deliver that service. Service Portfolio Service Portfolio is the set of services provided by the service provider. Service Catalogue Service Catalogue is the set of specific services being provided by service provider to a specific customer. Customer Portfolio Customer Portfolio is used to record all customers of IT service provider. Demand Management Demand Management is very important and critical process in service strategy. It helps to understand customer demand for services so that appropriate capacity can be provisioned to meet those demands. Pattern of Business Activity It is an extremely important activity achieved by knowing customer how they operate and future requirement they might need. Service Design Service Design provides a blueprint for the services. It not only includes designing of new service but also devises changes and improvements to existing ones. Operational Level Agreement OLA is an agreement between IT service provider and another part of same organization. Service Level Report It gives insight into a service provider’s ability to deliver the agreed service quality. Service Level Requirements It is a document containing the requirements for a service from the client viewpoint,defining detailed service level targets. Service Asset Service Assets are the resources and capabilities owned by the service provider enabling it to deliver service to the customer. Configuration Item Configuration Item is subset of service assets and have direct impact on delivering services. All servers, networks, applications that have impact on production are known as configuration item. Service Assets and Configuration Management It deals with maintaining up to date and verified database of all assets and CIs which are also made available to other service management processes. Change Change refers to modifying existing services. Event Event is defined as detectable occurrence that has significance for the delivery of IT service. Events are created by Configuration Item or the monitoring tools. Incident Incident is defined as any disruption in IT service. Incident can be reported either through the Service Desk or through an interface from event management to incident management tools. Service Request Service Request refers to demand by the users. These requests can be regarding small changes, changing the password, installing additional software application, requesting information etc. Problem Problem is defined as unknown cause of one or more incident. Known Error Known Error is well identified problem with its cause and resolution. It is stored in Known Error Database K E D B. core service A service that delivers the basic outcomes desired by one or more customers. A core service provides a specific level of utility and warranty. Service Provider An organisation supplying services to one or more internal customers or external customers. Service provider is often used as a short form for IT service provider. There are three types of service provider available. Internal provider Share service provider External Service provider
Views: 665 Kavin Kumar
Customer Experience (Service Design)
 
01:54
When you are able to combine art, style and process; true magic can happen. Three things to look for when designing your experience. 1. Exploring what the experience you want your guests or customers to feel? 2. How do you simplify that journey and make it as repeatable as possible so that it is consistently delivered? 3. How do you start tapping into the human to human connection and into the discretionary effort to go further for their customer? Those are some of the problems we solve. We are Propulo; customer experience strategy advisors with eight offices and 15 years’ experience. Advice backed by science. Visit www.propulo.com to learn more. ERIC MICHROWSKI - President & Chief Executive Officer Propulo Consulting Eric is a globally recognized leader in combining Human Performance, Operational/Process Excellence, Strategy and Organizational Development to drive Culture Shifts and Business Transformations that achieve substantial improvements in Safety, Customer Experience, Operational Reliability, Employee Engagement and Financial Performance. www.eric.ceo
Views: 14226 Propulo
Customer Service: 10 Principles for Building Customer Loyalty & Improving HCAHPS Survey Scores
 
05:57
This is a clip of Envision, Inc.'s "Customer Service: 10 Principles for Building Customer Loyalty & Improving HCAHPS Survey Scores" training program for all healthcare staff. To view complete video visit www.EnvisionInc.net The introduction of the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey has put a spotlight on Customer Service. These surveys collect and report patient experiences with all staff, not just healthcare providers. Boost HCAHPS survey scores at your facility by training all staff on the 10 Principles for creating loyal customers!
Views: 2997 EnvisionHealthEd
Construction Sales Training - 7 Simple Steps To Closing Over $1MM In Sales In 12 Months
 
17:34
Schedule Your Free Marketing Strategy Call Here: https://localcontractorblueprint.acuityscheduling.com/ Looking for solid construction sales training? This is a simple yet powerful system that we use everyday in our business to close over $1,000,000 in sales every year.. This is NOT a bunch of theory... These are tactics and approaches we actually use to sell our remodeling leads with a 90% close ratio... Here's a breakdown of this construction sales training: 0:17 #1-Proper Mindset - Closed In Advance 0:51 Can I Take Your Order? 1:19 Benefit of Certainty in Mindset 1:56 #2-Content Based Marketing - Selling Before The Sale 2:12 The Magic Of Content vs The Expensive HomeAdvisor Leads 3:00 Avoid Getting Shopped 3:14 #3-First Impressions & Grooming: Don't Look Like A "Contractor" 3:24 Our Construction Sales Dress Code 3:56 If The Shirt Fits You BETTER Wear It! 4:36 Bath Time Tips & Smelling Like $1MM 5:03 Don't Be Cheap Whore 5:30 #4-Early Is On Time, On Time Is Late 7:23 #5-Construction Sales Training Standard: The Columbo Or Socratic Method 8:17 Preparation For Scale 9:03 The Devil Is In NOT ENOUGH DETAILS 9:52 The Benefit To This Sales Approach 10:14 #6-Pay Close Attention 10:59 More Questions For Rapport Building & Killing Awkward Silence 11:38 How To Get A Date - It's The Same Thing 12:20 Parents LOVE Talking About Their Kids 12:40 The Two Questions That Determine Your Bid Price & How Much Of A Headache This Client May or May Not Be 14:18 #7-The Close: Present A Clear Offer, Follow Up, Keep Your Promises, Follow Up, Assume The Sale... And Did I Mention Follow Up? 15:53 The Only Principle For Getting Referrals 16:21 Closing The Sales Cycle Loop & Reinforcing Your Mindset http://localcontractorblueprint.com/free-coaching-session/
How does the customer fit into process improvement?
 
10:18
Steve Towers, CEO and Founder of the BP Group, talks to the Process Excellence Network on the customer experience and how process improvement can benefit the customer.
Views: 1148 PEX Network
CMO Kenny Jacobs on Ryanair's Customer Experience Strategy
 
07:55
Speaking to The Drum at its 'Joy of CX' conference, Kenny Jacobs chief marketing officer at Ryanair, discusses the notorious past of the airline and why its new and improved customer experience strategy is paying off.
Views: 1295 The Drum
Customer Experience and Customer Service at Pinterest (CXOTalk # 290)
 
47:28
How does a company like Pinterest ensure that site viewers, brands, sponsors, and "pinners" have a great experience? Michael Krigsman, industry analyst and host of CXOTalk, speaks with Dutta Satadip, the Head of Global Customer Operations at Pinterest, about customer success. Read the complete transcript here: https://www.cxotalk.com/episode/customer-success-secrets-pinterest Dutta is responsible for building a scalable customer success organization that drives customer lifetime value through operations. Prior to Pinterest, he was the Director of Customer Success for the Americas region at Google. He comprehensively drove customer retention, accomplished sales targets, and scaled operations across a multi-billion dollar portfolio of over 150 products with teams in 15 different offices. He has more than 20 years of industry experience and has held various senior leadership roles in most key operating areas, including Pre-Sales, Business Operations, Product Strategy, Product Management, Product Marketing, Engineering as well as Consulting positions. He specializes in transforming organizations by identifying the right strategic levers to drive the business while minimizing risk. Dutta has operated extensively in both developed and emerging countries. Dutta frequently speaks at major conferences including TEDx on management topics such as Change Management, Customer Success, Operations, Leadership and Building diverse teams. He has served on the board of the National Hemophilia Foundation and Save One Life.
Views: 5261 CXOTALK
Customer Experience Innovation From The Outside In
 
01:55
Companies claim that they want to differentiate through customer experience. Yet most firms either focus on reactionary find-and-fix initiatives or pray new technologies and copycat strategies will put them in the lead. That won't cut it. Attendees of this keynote will learn: • What distinguishes incremental improvements from true innovations. • What strategies help drive customer experience innovation. • How to create an innovation engine within your organization.
Views: 1125 Forrester
Business Innovation, Improve Your Business with Strategic Innovation | Tony Robbins Podcast
 
52:03
Business Innovation, Improve Your Business with Strategic Innovation - Tony Robbins Podcast This Tony Robbins Podcast teaches strategic innovation so your business can improve and create value that puts you ahead of the competition. Do you own or manage your own business? Are you full of ideas for new products or services but unsure if you can succeed in your industry? The key to carving out a niche for yourself is not only creating something new and exciting for your customers, but in developing something that adds value to the lives of your consumers in a way that hasn’t been done before. In this nearly hour-long podcast, Tony Robbins discusses how you can become a leader in your field via business innovation. Some people spend more time working on developing their business than they do with their loved ones. With this in mind, shouldn’t your work life be worth it? Tony Robbins believes that by transforming your business, you can transform your life. Within the strategic innovation podcast, Tony discusses real-life examples of major corporations, such as Apple, Amazon and more, that identified barriers in their way and found creative ways around them. By identifying their setbacks, these major brands were able to not only find creative solutions to their problems, but establish themselves as leaders in their industries. With the knowledge provided in this podcast, you, too, can work toward carving out a profitable niche for yourself. When looking to create a business innovation, it’s essential to find unique ways to provide more value than anyone else can. Let’s make something clear though — strategic innovation is different than never-ending improvement. You want to reshape the landscape of your business and revitalize your industry by providing customers with something new. Consumers expect, and appreciate, a constant evolution of improvement, not just different iterations of the same thing over and over. Strategic innovation gives you the power to create the company you’ve always dreamed of. Innovation is something many business owners think about, but few execute successfully. Tony Robbins says that the key to a successful business strategy is to utilize innovation and marketing techniques, because you need to be able to bring something to the table that gives you a competitive advantage. For more information on how to change the way your business strategy functions for the better, listen to the podcast in its entirety. Visit Tony Robbins' websites: https://www.tonyrobbins.com/ http://www.unshakeable.com/ Follow Tony Robbins @: Facebook: https://www.facebook.com/TonyRobbins Twitter: https://twitter.com/tonyrobbins LinkedIn: https://www.linkedin.com/in/ajrobbins Google+: https://plus.google.com/+TonyRobbins Instagram: https://instagram.com/tonyrobbins/ Tony Robbins is a #1 New York Times best-selling author, entrepreneur, and philanthropist. For more than 37 years, millions of people have enjoyed the warmth, humor and dynamic presentation of Mr. Robbins' corporate and personal development events. As the nation's #1 life and business strategist, he¹s called upon to consult and coach some of the world¹s finest athletes, entertainers, Fortune 500 CEOs, and even presidents of nations.
Views: 15419 Tony Robbins
Profit Growth Strategies Through Customer Service
 
02:01
http://www.valuedynamics.uk.com How can you increase your profit growth? One way is with an improved customer service business strategy. Value Dynamics helped a major Dubai based universal bank improve its services and customer retention. Contact Value Dynamics (details on our website above), business strategy consultants London to see how we can help grow your profits.
Views: 38 ValueDynamicsLLP
Warehouse Management Best Practices Part 1: Improve Inventory Accuracy with Cycle Counting
 
02:15
www.datexcorp.com Each year businesses worldwide perform complicated, labor intensive physical inventory counts. These counts typically reveal a variety of inventory inaccuracies, and if you are like most businesses, creates more. Warehouses and distribution centers have begun to implement customized cycle counting programs to increase inventory data accuracy and improve customer service levels. The best practice of performing physical inventory counts with hand-written paper tickets has been replaced with the utilization of automated data collection tools. Warehouse and distribution centers are now integrating these devices into their warehouse management software to count, verify and update inventory data in real time. This helps to increase the efficiency and accuracy of the overall count process. Businesses are no longer required to shut down operations to perform counts, but rather perform small batch counts on a regular basis as time permits. Cycle counting schedules vary on a business to business basis. The inventory value, flow through rate, warehouse activity levels and staff availability will all affect how often inventory items are counted and which are counted more frequently than others. Consider these concepts when developing a cycle count strategy for your warehouse or distribution center: • Count by bin rather than product, • Perform cycle counts on items that most frequently have discrepancies • Improve productivity by interleaving count activities with normal activity • Refrain from skipping empty bins Using a real time warehouse management system with these practices can produce measurable benefits for your business. Performing these regular counts in lieu of full physical inventories allows businesses to create an accurate flow of data throughout the organization. This will help staff to better service customers, reduce inventory holding costs and increase facility efficiency. Stay tuned to this series of brief videos to learn more about warehousing and distribution best practices for your growing supply chain operation.
Views: 12455 Datex Corporation
Professor Moira Clark: Customer Effort - Customer Strategy and Planning 2013
 
32:28
Prof. Moira Clark at the Henley Business School shares her research on the customer effort score and on service focus in the water industry. -Expose yourself to new ideas from academic sources -Hear about new work from the Henley Business School -Take away ideas on measuring customer experience and how these can help drive improvements within your business Moira Clark is Professor of Strategic Marketing at Henley Business School and an expert in Strategic Customer Management. Previously she has been an international marketing consultant based in Munich and worked as a marketing director for an international health food manufacturer.
Views: 1460 The Forum
Customer Experience Management
 
02:37
Are you truly listening to all of your customers no matter what channels they touch? And providing them with the best experience possible? Our Customer Experience Management solution is a unique tool that can be moulded and shaped to fit any business and help turn real time customer feedback into actionable daily improvements, as well as strategic business decisions, helping to delight customers by providing the best experience possible. http://www.edigitalresearch.com/static/customer-connect
Views: 5524 eDigitalResearchTV
Customer Service - The Lost Art in Healthcare
 
21:47
Customer Service - The Lost Art in Healthcare Visit my website: http://gregtoddtv.com/ Register to my Free Mentoring Group: http://mentorwithgreg.com Like my Facebook Page: http://facebook.com/theptbuilder Follow me on Instagram and twitter: @gregtoddpt Visit my website: http://gregtoddpt.com/
Views: 115 Greg Todd
COLOR THEIR WORLD: The Art of Creating Strong Customer Loyalty
 
01:28
This innovative customer service activity & coloring book will inspire your team to build strong bonds of loyalty with customers, Get a FREE instruction guide to use COLOR THEIR WORLD as a training and reinforcement tool here: www.MarilynSuttle.com/colortheirworld Inside this book, you’ll be inspired to tap into your creative side to find new and rewarding solutions for your most customer service pressing problems — all while lowering stress and raising resilience. • On each page, you’ll find a whimsical image to color with a sentence starter to reflect on as you set your imagination free. • Enjoy each page personally or with your team. It’s insightful, and often surprising, to see the different color combinations used or words chosen to complete each sentence. Exploring your thoughts, ideas and experiences can cause dramatic improvements in confidence, creative-problem solving, and customer loyalty. For Leaders and Managers: This book offers a creative new way for your team draw out bright and bold ways to take their customer care from good to masterful. Give it as a gift or use it as a training and reinforcement tool for improving customer-focus and employee engagement. Or use it in team meetings to inspire people to share their own unique ways of brightening up the customer’s world to create unbreakable bonds of loyalty. Marilyn Suttle is an international conference speaker, coach, and CEO of Suttle Enterprises LLC, a personal- and professional growth training firm based in Metro-Detroit. For 20 years, she has trained thousands on relationship-strengthening communication, customer service, and success strategies. Marilyn’s clients have won industry awards, raised customer satisfaction levels and achieved lasting results in reducing stress and experiencing greater success and self-fulfillment. She’s also a social media pro, humanizing the online connection. Co-author of two bestselling customer service books, her advice has been featured on TV news, and media like U.S. News & World Report, Ladies Home Journal, and Inc. to name a few. To see how Marilyn can help your leaders and staff create breakthrough results through speaking, coaching, and training, visit: www.MarilynSuttle.com Marilyn is listed among the World's Top 30 Customer Service Professionals for 2018 by Global Gurus Top 30.
Don't Get Hung Up On Average Handle Time (Contact Center Optimization)
 
02:19
We have done a lot of work with contact centers and trying to drive improvements in performance, particularly around customer experience. One of my biggest pet peeves in most contact centers is the constant focus on average handle time. There is no worse metric to introduce if you actually care about customer experience and average handle time. I’m not advocating for eliminating the metric, I’m advocating to replace it with very good directional indicators aligned with the business. In one case study, an organization we were working with removed the average handle time metric and while average handle time did increase by a few seconds repeat calls went down dramatically, first call resolution increased significantly, and number of call transfers decreased significantly. Why? Because the right indicators were put in place for the front-line team members to do the right thing for the customer. If you care about the customer experience and customer effort, I encourage you to rethink your metrics around average handle time. We’ve seen it work many times with driving the right metrics and right indicators and the right process changes. At Propulo, these are some of the strategic customer service issues we help organizations with. ERIC MICHROWSKI - President & Chief Executive Officer Propulo Consulting Eric is a globally recognized leader in combining Human Performance, Operational/Process Excellence, Strategy and Organizational Development to drive Culture Shifts and Business Transformations that achieve substantial improvements in Safety, Customer Experience, Operational Reliability, Employee Engagement and Financial Performance. www.ericmichrowski.com
Views: 60 Propulo
High Value, Higher Expectations (Differentiating High Value Customers)
 
02:17
Executives often ask me if they should differentiate high value customers from those that provide at lower margins for the business. My answer is generally “why aren’t you already doing it” There is no reason why a higher value customer, a customer that contributes more to your bottom line and to your margin shouldn’t be treated differently. Because if you lost them or they went to your competition that would have a significant financial impact. When I talk about high value differentiation, I’m not talking about answering the phones faster or putting an agent with more experience in front of that customer I’m talking about re-thinking that service experience for that high valued customer. Creating a journey that is significantly different so that they notice they are appreciated. If you think about airlines and hotels, they do it really well. So, what can you do in your business to drive that significant differentiation? Those are the types of journeys and service experiences that we help organizations with. Help them determine what is the right strategy to differentiate their service experience for high value customers. ERIC MICHROWSKI - President & Chief Executive Officer Propulo Consulting Eric is a globally recognized leader in combining Human Performance, Operational/Process Excellence, Strategy and Organizational Development to drive Culture Shifts and Business Transformations that achieve substantial improvements in Safety, Customer Experience, Operational Reliability, Employee Engagement and Financial Performance. www.eric.ceo
Views: 7 Propulo
Customer Experience Management
 
02:41
Are you truly listening to all of your customers no matter what channels they touch? And providing them with the best experience possible? Our Customer Experience Management solution is a unique tool that can be moulded and shaped to fit any business and help turn real time customer feedback into actionable daily improvements, as well as strategic business decisions, helping to delight customers by providing the best experience possible.
Views: 1429 eDigitalResearchTV
Proving vs Improving, A Sure Secret to Success by the Best Management Guru: Mr Vivek Bindra
 
11:19
This Video unveils the 3 sure secrets of success. Mr. Vivek Bindra, International motivational speaker, Leadership Consultant and CEO Coach. 1. If you want to attend a LIVE seminar OR Training Program of Dr. Vivek Bindra, then please click here: https://goo.gl/rYs6Gp OR Call at +91-9810544443 2. Get Daily Motivation by Dr. Vivek Bindra on facebook, Click here: https://goo.gl/LHS7JW 3. Follow Dr. Bindra on Facebook: https://goo.gl/aZUyHu 4. Read Powerful Articles for Your Growth and Success: https://goo.gl/iLUhMm 5. Follow Dr. Bindra on LinkedIn: https://goo.gl/ceKJf4 Mr Vivek Bindra has helped more than 500 corporates and thousands of individuals by his life transforming sessions in different cities, like Bangalore, Chennai, Delhi, Hyderabad, Kolkata, Mumbai, Ahmedabad, Pune, Kanpur,Indore,Jaipur,Vadodara,Surat,Nagpur,Lucknow,Patna,Bhopal,Bhubaneswar, Chandigarh, Coimbatore, Dehradun, Faridabad, Ghaziabad, Gurgaon, Guwahati, Indore, Jamshedpur, Kanpur, Kochi, Kozhikode, Lucknow, Nagpur, Noida, Raipur, Rajkot, Ranchi, Surat, Vadodara, Varanasi, Visakhapatnam. He is also the best Leadership trainer in India, NCR, Andhra Pradesh, Arunachal Pradesh, Assam, Bihar, Chhattisgarh, Goa, Gujarat, Haryana, Himachal Pradesh, Jammu & Kashmir, Jharkhand, Karnataka, Kerala, Madhya Pradesh, Maharashtra, Manipur, Meghalaya, Mizoram, Nagaland, Odisha, Punjab, Rajasthan, Sikkim, Tamil Nadu, Telangana, Tripura, Uttar Pradesh, Uttarakhand, West Bengal. He is widely known for his Leadership sessions in Asia, South East Asia, Malaysia, Kualalumpur, Singapore, Thailand, Bangkok, Vietnam, Dubai, Abu Dhabi, Maldives, Bhutan, Nepal, Thimpoo, Kathmandu, Sri Lanka, Colombo, Candy and middle east. He talks about why Improving is more important than proving and how improving is the effort score and proving is the result score. This video talks about Kaizen and continuous improvements.Learn the principles of Ritualistic, Continuous Improvement. Mr. Bindra talks about how to lead a zero defect life by implementing Kaizen. This video also talks about how to determine ones competitive success. This monumental video tells us about the difference between loyalty and royalty and how focus on the loyalty will automatically yield royalty which is also a by-product.Mr.. Bindra skilfully explains the concept of the ABCDE Model, Zero Accident, Zero Breakdown, Zero Cost of wastage and zero defect in our lives. He also guides his audience on how to make Ritualistic Continuous Improvement a daily habit in our lives and how this holds the key to Japan's success and bounce back. This video emphasizes on the fact that continuous improvement is not an activity but a process. This video also talks about bridging the GAP between knowledge and implementation. This motivational video on guaranteed success will help those looking for guaranteed success in life. Through this video Vivek Bindra, gives Success motivational speech, Success tips, Success tips for students, Tips for success in life, Tips for success, How to success in life, How to succeed in life, How to succeed in business and many more which help you to succeed in life. Success comes after hard work and therefore Success story of famous people is story of great failure. His Tips for successful business helps businessmen’s How to succeed and get Success in business. Mr. Bindra’ Tips for success in interview, Tips for success in studies, Tips for success in high school helps students to get Success in life, Success in exam, Success in competitive exams, Success at university and at different aspects of life. He guides many Successful entrepreneurs by his Successful business ideas. Learn Why successful people are successful, Why succession planning is essential, how to Success at work affirmations, Success at work, Success tips in life, How to achieve success in business, How to achieve success in your life and write your own Inspirational success story and inspire others with your Successful stories. His Success motivational speeches, Inspirational success speeches helps many individuals, professionals, youth, kids, men, women and help them to achieve success in life. How to succeed in life in hindi, Success tips for students in hindi, Inspirational successful business ideas helped many to achieve their goal. His seminars, sessions, workshops, events on Success at school, success in life, Success for students, Success for life, Success for kids, Success for children.His leadership motivational videos are widely available online on you tube; also available are different leadership topic such as leadership inspirational video, leadership videos for students. Invite Mr. Bindra for Leadership seminars, Leadership sessions, Leadership seminar workshop, Leadership self-awareness, Leadership skills for students and others.
Strategic Focus for 2019
 
03:25
Meet PacMoore CEO and Founder Bill Moore in this video about PacMoore's 2019 Strategy. We are extremely grateful for the partnerships we have developed with so people and companies, and we hope to continue cultivating success with them for many years to come. To learn more about PacMoore Products, visit: https://www.pacmoore.com/ PacMoore is a contract manufacturer in the food industry, specializing in services like blending, spray drying, extrusion, consumer packaging, re-packaging and sifting. Video Transcription: Welcome to 2019. My name is Bill Moore and I'm the CEO of PacMoore. Thank you very much for your business last year. We're extremely grateful for your continued belief in the PacMoore family and thank you for the work you provided to us. We have a vision of being passionately focused on growing our people so we can be exceptionally good at feeding the world. We have seen dramatic changes in our culture as we have embraced this vision over the last four years, and we have witnessed incredible stories of life transformation in our people. With the profound success of this vision internally, I want to connect you to our 2019 objectives, focused on being excellent in all we do to create an outstanding experience for you with PacMoore. In fact, I'm hoping that when 2019 comes to a close, you will tell us that we were exceptionally good at helping you feed the world. We are focusing this year on a few strategic areas. First, we are working to significantly improve our ability to provide you with shorter lead times through driving down change-over times and eliminating production errors. Second, we are implementing system changes to provide consistently accurate information, overhauling our entire ERP system, which goes live this month. We have spent over a year refining the software to make significant improvements in reporting and data accuracy. And third, we are fiercely determined to eliminate careless production mistakes, and are committed to sending you the highest level of on-spec product. To achieve these goals, we are investing in robotic packaging, training at all levels, and hiring a deeper, more qualified pool of talent. We will keep you posted as these improvements continue unfolding and would love to get your feedback as you see us implement these changes. The industry challenges we are facing this year, I'm certain are the same ones your facing as well. Record low unemployment is creating serious staffing shortages and trucking constraints, increasing labor costs and escalating material and operating expenses. To combat these issues, we have made significant increases in employee wages and benefits in the last two years, elevated our emphasis on training and developing our talent, and created a culture of care that is dramatically reducing our turnover rates. And we have worked hard to find more suppliers and improve supplier relationships to drive down raw material and supply costs. To combat the trucking shortage, we have increased our customer service staff and are actively engaging production scheduling much sooner than we have in the past. We truly believe we can deliver an exceptional experience for you and your team while providing a stable manufacturing platform that you can trust and rely on. We will be reaching out to your team to help us continue to overcome a number of these issues. The collaboration of our two companies has been wonderful and together we have overcome a lot of obstacles. I am very grateful for your staff and look forward to a new season of teamwork. Thank you very much for your continued support. I truly, truly appreciate your business and your belief in PacMoore. I pray you will have a very prosperous 2019 and that all your work will be blessed.
Views: 296 PacMoore Products
Continuous Process Improvement in the Contact Center
 
01:34
Download the white paper here: http://www.crmxchange.com/offer/process_improvement/callminermay2013.asp White Paper: Continuous Process Improvement in the Contact Center and Beyond Featuring Saveology tags: contact center process improvement, call center process improvement, callminer, crmxchange
Views: 23449 thecrmhub
customer services in Hospitals. IMTA customer service
 
01:24
With customers faced with an ever widening choice of service providers their expectations continue to increase. In today’s market for a private practice or hospital to be successful it must provide a level of customer care unrivalled by its competitors. Customer service is fast becoming the differentiator between service providers and the majority of customers who fail to have a good experience first time round will just move on to the next option. The healthcare sector has a duty to ensure all their staff are trained in customer service in order to meet their customers expectations; when they are met they come back & recommend your services to others. At the International Medical Training Academy we offer our ‘Customer Service for Customer Facing Staff’ course to help support reception and other customer facing staff in delivering quality customer service in their work environment. For more information download our course timetable
Views: 134 IMTA_Medical
Customer Service and Sales Training Review
 
00:23
http://www.salestraininganddevelopment.com 212-683-1834 | [email protected] For over 25 years Mark Anthony has helped professionals, institutions, corporate sales and customer service teams find successful solutions that lead to drastic improvements in sales, productivity and goal achievement. As the founder of AAA Training For Success in 1988, Mark Anthony has been training executives and sales teams on effective consultative selling and marketing strategies. His credentials include: lecturing at conferences, Universities and corporate sales meetings as well as publishing business articles in numerous business publications. Mr. Anthony has appeared on numerous radio and TV business programs including CNN-FN and CBS News. In addition he has taught sales and customer service programs for the City University of New York and Learning Annex.
Customers Win With Pep Boys’ Online Experience
 
02:59
Providing a seamless omni-channel experience has been a game-changer for Pep Boys and their customers. As a result of this initiative, Pep Boys has experienced the following: • Generated over $100 million in new annual revenue with the introduction of Pep Boys’ ecommerce channel • Increased customer acquisition by 75% • Experienced 350% growth year-over-year between Cyber Monday 2012 and 2013 • Improved customer experience by providing car care information to online customers by ensuring content page load speeds of less than 2 ½ seconds • Improved customer satisfaction with the introduction of appointment scheduling • Increased project delivery scope and enhanced customer experience with the introduction of the agile methodology • Increased redundancy, decreased downtime, improved page load performance by 100%, and increased security capabilities as a result of continual infrastructure improvements • Provided customers greater purchasing confidence and increased new product sales with improved vanity images for tens of thousands of products • Experienced a conversion lift of 35% and millions of dollars in additional annual revenue by implementing changes to the customer service flow experience
Views: 251 Credera
NPS Step 1: The Basics on the Net Promoter Score
 
02:53
Learn how to calculate your Net Promoter Score. The Net Promoter Score tells you how likely is it that someone will recommend your company to their family, friends and colleges. Use this info to increase your word-of-mouth advertising force, improve your customer experience, improve profitability and make needed improvements to your products or services.For more resources on building your strategic plan, view the Essentials Guide to Strategic Planning at http://onstrategyhq.com/resources/strategic-planning-process-basics/ Used by thousands of companies worldwide, http://OnStrategyHQ.com enables any organization, regardless of size and budget, to build their comprehensive plan and monitor implementation. In addition to their award-winning software, the company also offers strategic planning consulting and is a resource for other strategic planning tools, books, articles, workshops, and strategic planning facilitation.​ Download the Essentials Guide to Strategic Planning - https://onstrategyhq.com/product/essentials-guide-to-strategic-planning/
Views: 62767 virtualstrategist
Transformation in the telecoms industry | Miriam Altman
 
03:46
Transformation in the telecoms industry The Telkom Turnaround is a recognised success story in charting a fast failing telco onto a sustainable path. Telkom is South Africa’s largest fixed line, multi-technology telecommunications operator. It is the only state-owned company that was corporatized and listed on the stock exchange, while government still retains part ownership. In 2013, Telkom was generally disliked by its stakeholders and failing by most metrics. The early success of the turnaround was reflected in its share value rising by 6 times with significant, sustained improvements in company financials, regulatory matters, customer service and market repositioning. It has now had five consecutive years of growth. Most telco’s face the challenge of falling prices, rising costs, intense competition and a highly disruptive industry. Telkom faced the triple challenge of needing to stabilise the company, manage expectations of its major shareholders including government, while resetting its competitive positioning. Miriam sharde insights from this experience, relating to organisational change, commercial strategy and her thinking about Government, regulation and broadband roll out in an African context. --- We are GDS Summits, follow our content on our channel here: https://bit.ly/2IMWseI to get insights on what business leaders are doing right now to deliver the future. We made this video at our NGT Africa Summit, check out our #NGTelecoms events here: https://gdssummits.com/events/upcoming or register to attend here: https://bit.ly/2GW9UAc ---
Views: 125 GDS Summits
gerry brown people 1st discusses the World Host Customer Service programme
 
04:11
Gerry explains that People 1st as a Sector Skills Council, constantly check for skills gaps or areas to improve in the hospitality sector. Gerry highlights that management and leadership are weak in the hospitality sector, there are not enough chefs, customer service in the UK is very low (in fact England and the UK are rated as 17th in the World). To tackle this People 1st have adopted the World Host programme. This programme originates from Canada, who consistently rank top in the World for Customer Service. The programme started in Vancover and the People First team are adapting this to the UK market with the Gold Decade of large sporting events coming to the UK.
Worldwide Customer Service Training
 
00:31
http://www.salestraininganddevelopment.com 212-683-1834 | [email protected] For over 25 years Mark Anthony has helped professionals, institutions, corporate sales and customer service teams find successful solutions that lead to drastic improvements in sales, productivity and goal achievement. As the founder of AAA Training For Success in 1988, Mark Anthony has been training executives and sales teams on effective consultative selling and marketing strategies. His credentials include: lecturing at conferences, Universities and corporate sales meetings as well as publishing business articles in numerous business publications. Mr. Anthony has appeared on numerous radio and TV business programs including CNN-FN and CBS News. In addition he has taught sales and customer service programs for the City University of New York and Learning Annex.
What is ITIL?
 
04:53
We'll provide you an overview of ITIL and show it can help your service desk or help desk be more efficient. http://www.helpdesksoftware.biz What is ITIL? ITIL stands for the Information Technology Infrastructure Library. Staff in IT departments use ITIL to better serve their customers and users. But what is ITIL? By using the guidelines set out in the ITIL framework, IT departments can develop best practices and improve the way different teams interact and manage the IT infrastructure within their business. In doing so, end users get a better level of service and the business saves money. Teams are also able to allocate resources more intelligently and efficiently by using ITIL. ITIL isn't just about the IT service desk or help desk: it encompasses all kinds of different areas, from designing the infrastructure of an IT department, right through to dealing with problems and improving the service. In real terms: what is ITIL in practice? Let's take a very basic look at what ITIL covers by breaking it down. What is an ITIL Process? A Process is essentially a type of work that's typically carried out by an IT department. In ITIL v3 (released in 2011), there are five different Processes: • Service Strategy -- Assessing the current situation, and the customer needs, and forming a strategy to align the IT department with the core business. • Service Design -- Planning and designing the services provided by IT that support the business. • Service Transition -- Assuring the smooth transition of new and revised services from a development phase into an operational phase. This includes, among other elements, Change Management. • Service Operation -- Managing operations to ensure that services are delivered within the agreed service levels. This includes, among other elements, Problem Management, Incident Management, and Access Management. • Continual Service Improvement -- The process identifying opportunities to continually improve services, and implementing those improvements with the goal of constantly providing better service to the business and customers. These five Processes represent different parts of the IT department. For example, Service Design would cover improvements to existing IT services or the implementation of new services. Service Operation covers the day-to-day management of the IT department - typically, this is the job of the service desk or help desk. ITIL produces an ITIL Process Map that describes how different Processes fit together. The person in charge of a Process is called a Process Owner. What is an ITIL Function? Typically, an ITIL Function is a group of people. It could be a team, a sub-team or a department. The Function is responsible for carrying out the work described in the ITIL process. Examples of Functions in ITIL include software testers and programmers. However, in the overall ITIL process, many other teams can be included: for example, facilities management teams are Functions too. Within Functions, staff are assigned specific Roles; within Service Operation, for example, you'll find roles such as 1st Level Support, Facilities Manager and IT Operations Manager. These are all people you'd expect to find working on, or alongside, a help desk or service desk team. What is a KPI? ITIL uses KPIs (key performance indicators) to measure the IT department's performance. KPIs are generally used to monitor progress, flag up bottlenecks and problems in the IT department, and continually improve service. KPIs can be considered an input and an output. KPIs are measured, evaluated and used in Continual Service Improvement. KPIs are also helpful within a help desk in order to track response times, ticket resolution rates and other important statistics. Summing up It's impossible to cover ITIL in a short blog post, but if you want to learn more, remember that ITIL is a framework. It isn't a fixed rule book. The idea of ITIL is that it's a structure different organizations can apply to their own individual circumstances. That makes ITIL very flexible, scalable and versatile, since almost any IT department can implement its principles.
Views: 298045 Help Desk Premier
marketing strategies 101, online marketing strategy basics, and best practices
 
01:05:58
marketing strategies 101, online marketing strategy basics, and best practices. it may seem obvious but knowing exactly what you want from your digital marketing efforts is key to achieving success. it is too often that we are given the brief of simply making improvements to the web to “get more visitors”. an online marketing strategy needs to be durable. the digital ecosystem is characterized by rapid change. the process of arriving at the strategy and the goals must, however, remain constant. it is possible to adapt within the strategy changing the tactics or the channel percentage but the underlying strategy remains until the is a significant paradigm shift. in this course, you will learn about online marketing strategy, content marketing strategy, social media marketing strategy, and email marketing strategy. define the audience: by understanding your audience you will be in a better position to give them what they are looking for. clearly, their needs have to coincide with your product or service’s benefits to be able to have a mutually valuable relationship. it is quite likely that you will have different types of people looking at your site and for each of them, you need to have the correct information available to be able to influence them to make the call to action – whatever that might be. content marketing takes a variety of forms and depending on how you form your strategy, could accomplish a number of different goals. for example, you could use white papers, ebooks and other long-form content to attract downloads, signups, and conversions, or you could use an on-site blog to attract more inbound traffic to your site. social media marketing isn’t the get-rich-quick scheme you may have been promised, but there is significant potential in building and nurturing a social media audience. again, content will come into play heavily here, as it will likely be the factor that attracts your audience, to begin with. here, you stand to gain greater brand visibility, a greater reputation and far more inbound traffic with your syndicated links. email marketing has the astounding potential for ROI because it costs almost nothing to execute. start collecting subscribers from your existing customer base, your social media followers and other new opportunities; from there, even a simple content newsletter can help you encourage repeat traffic to your site, facilitate more engagement with your brand and keep your brand top-of-mind with your audience.
Australian Business Process Improvement Training
 
01:32
http://www.7sim.com.au/?australianbusiness 7SIM Founder Dan Jackson provides a unique micro-approach on how to improve your business in Australia. If you are running a business in Australia and looking to raise the performance level of your staff or your services then 7SIM is the solution that will provide your organisation with the most effective business process improvement training in existence. Every prosperous business has an effective leader and developing those leadership skills is a vital part of every entrepreneurs success plan. If you are looking to setup a new business or better manage the business you have then the 7SIM business improvement process training will be a great asset to your company. "Management training" "Leadership training" "Business management" "Change management" "Professional development" "Quality management" "Continuous improvement" "Business process improvement" "Business process management" "leadership" "leadership skills" "leadership skills training"
Views: 344 Dan Jackson
Customer Service Training Review
 
00:21
http://www.salestraininganddevelopment.com 212-683-1834 | [email protected] For over 25 years Mark Anthony has helped professionals, institutions, corporate sales and customer service teams find successful solutions that lead to drastic improvements in sales, productivity and goal achievement. As the founder of AAA Training For Success in 1988, Mark Anthony has been training executives and sales teams on effective consultative selling and marketing strategies. His credentials include: lecturing at conferences, Universities and corporate sales meetings as well as publishing business articles in numerous business publications. Mr. Anthony has appeared on numerous radio and TV business programs including CNN-FN and CBS News. In addition he has taught sales and customer service programs for the City University of New York and Learning Annex.