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The Key to Customer Strategy Improvement: Customer Listening
 
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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: 275 Confirmit
Sales Motivational Video Sales Training & Techniques in Hindi by Vivek Bindra
 
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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.
Process Improvement: Six Sigma & Kaizen Methodologies
 
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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 Training: Close the Sale Faster with These 2 Powerfully Effective Closing Techniques
 
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Check out my website blueprints for closing more leads online: http://bit.ly/webblueprints. These 2 Effective Closing Techniques Really Work! All, professional sales strategies involve having a plan for your closing and knowing when it's time to start the closing process. At that time, closing the sale should be easy because you've already put the proper strategies in place. This video will show you how to close more sales. Subscribe now to this channel: http://bit.ly/vsvlog View my website: http://www.thevideospot.net ---------------------------- Video Notes: I use two very simple and effective techniques for closing the sales. I've been using these closing tactics for years and they are just as effective now as they were then. In this sales training video, I'll walk you through these two techniques as well as how to set up your technique so that you are able to recognize the opportunity to begin your close and ensure that the close sticks. The first closing technique is called the One-Call Close. In this closing technique, you're focus is on closing the sales at the first appointment. You first must fully present your product or service to the buyer and get their commitment to purchase as long as the price is right. Then explain how your pricing works... Explain that you are paid based on the time you spend with the customer and yes- commission. Explain that there is cost to have you out here at the house today and there is a cost in coming back to the house to close the sale which manifests in lower commission. You are able to subtract from their price that amount PLUS the amount of the commission if they are able to make a decision today instead of tomorrow or next week. The second closing technique is called the Dream House Close or the Case Study Close. In this closing tactic, you'll be offering the customer a discount in exchange for their flexibility in allowing you to use their home/business as a case study for your marketing campaign. You really need to stress that the discount comes from an expectation that the customer will need to put up with phone calls asking for feedback, photographers taking pictures (if home improvement or something) and using images and likeness in the marketing. For more information: [email protected] http://thevideospot.net http://www.twitter.com/thevideospot http://www.fb.com/yourvideospot
Views: 107805 Owen Video
How Can Improving Customer Experience Help My business Grow?
 
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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
How does the customer fit into process improvement?
 
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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: 1151 PEX Network
41. ITIL | seven step improvement process
 
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This ITIL foundation tutorial video explains about the seven step improvement process of continuous service improvement. The seven step process is the vital process of continuous service improvement, CSI. It enables an organizational resource to identify and understand which process and function of their service operations needs major enhancement. The purpose of the seven step improvement process is to define and manage the steps needed to identify, define, gather, process, analyze, present and implement improvements. Now we will look into each step in detail. First step of seven step improvement process is, Identify the strategy for improvement Before an improvement plan is executed it is really necessary to understand the need for improvement. In this stage, A thorough understanding of business objectives are carried Areas of enhancements are identified. All the information related to what all services need to be measured is gathered This data is then fed into the CSI improvement plan cycle. Second step is, to define what you measure. CSI conducts gap analysis to identify the opportunities for improvement. One can find out the areas to measure by knowing the new service level requirement, available funds and IT capabilities. Third step is, to gather the data After defining what needs to be measured, data is gathered according to the goals and objectives of service operation. Monitoring should be in place to get the raw quantitative data. The quality of data is critical and it can be gathered through either manual or automatic. Fourth step is to process the data Once the data is gathered, it will be processed to get the desired information. Critical Success Factor and Key Performance Indicators plays a vital role in processing the data. The raw data is organized and divided according to its categories and operation, which makes it easy to process and transform the data into information. Fifth step is, to analyze the information After deriving the required information from the raw data, it is carefully analyzed to find missing gaps and its impact on business. The information is thoroughly evaluated taking into consideration all relevant, internal and external factors that can directly or indirectly impact the data. The information is converted into knowledge or facts. Sixth step is, present and use the information. The analyzed data is shared with the business stakeholders in a clear and defined manner, presenting them an accurate picture of the results of the improvement plan that is implemented. CSI works closely with senior management and assist them to make strategic decisions and determine the next step to optimize and improve the service. Final step is to implement the corrective activities. As CSI has identified the areas that need a change, solutions and remedial plans are communicated to the management to improve the service. A change, thus implemented for the improvement, sets a new baseline and the cycle begins again.
Views: 3541 Kavin Kumar
#1 Reason For Service Improvement Failure
 
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Sometimes a customer service improvement initiative fails to achieve its desired results. In this video I share the #1 reason why.
Views: 550 Dennis Snow
43. ITIL | important key terms and concepts in service management
 
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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: 695 Kavin Kumar
Customer Experience Management
 
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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: 5535 eDigitalResearchTV
How Your Customer Experience Strategy Can Differentiate From The Competition
 
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Process standardization is important but will not differentiate yourself from the competition. It will reduce costs, it is essential, but to differentiate yourself from your competitors, you need a strategy that starts really looking at everything from the outside in, your actual customer journey and also from your team member experience, how they can best deliver that magical experience. Those are the types of strategic customer service issues that we help organizations with. Not small change, but transformational change. Change that truly differentiates in the marketplace. 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: 0 Propulo
What is CUSTOMER KNOWLEDGE? What does CUSTOMER KNOWLEDGE mean?
 
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What is CUSTOMER KNOWLEDGE? What does CUSTOMER KNOWLEDGE mean? CUSTOMER KNOWLEDGE meaning - CUSTOMER KNOWLEDGE definition - CUSTOMER KNOWLEDGE explanation. Source: Wikipedia.org article, adapted under https://creativecommons.org/licenses/by-sa/3.0/ license. SUBSCRIBE to our Google Earth flights channel - https://www.youtube.com/channel/UC6UuCPh7GrXznZi0Hz2YQnQ Customer Knowledge (CK): The dynamic combination of experience, value and insight information which is needed, created and absorbed during the process of transaction and exchange between the customers and enterprise. Campbell (2003) defines customer knowledge as: “organized and structured information about the customer as a result of systematic processing”. According to Mitussis et al. (2006), customer knowledge is identified as one of the more complex types of knowledge, since customer knowledge can be captured from different sources and channels. Scientists classify customer knowledge in different ways.Gebert et al. (2002), for example, classified customer knowledge, from an organization’s perspective, into three types, namely: knowledge about customers; knowledge for customers and, finally, knowledge from customers. The same categorization of customer knowledge has been made by other scholars such as Bueren et al. (2005) and Feng and Tian (2005). In another categorization, Crié and Micheaux (2006) divide customer knowledge into two types, namely: “Behavioural” (or Quantitative) and “Attitudinal” (or Qualitative). Behavioral knowledge is easy to acquire and is basically quantitative by nature; that is, containing a customer transactional relations with the company. On the other hand, attitudinal knowledge is difficult to acquire because it deals with a customer’s state of mind; but meanwhile it is an important factor for enhancement of customer knowledge because they are directly related to a customer’s thoughts and insights Gebert et al. (2002) categorized types of knowledge of CRM into three groups, namely: 1. The requirements of customers, which is considered as “knowledge about customers”. 2. Customer needs should be satisfied with the services and products available. All knowledge offered here is under the term “knowledge for customers”. 3. Customers obtain many insights and experiences when using a product or service. This knowledge is beneficial as it can be utilized for product and service improvements. This “knowledge from customers” should be channelled back into the company. Knowledge for customers is mainly developed in processes within the company, for example,the research and development section or a production department. Collecting this knowledge is the responsibility of campaign management. It should be refined according to the customer requirements. It is then disseminated to the other CRM processes, mainly: contract management, offer management, and service management. CRM manages knowledge, transparency and dissemination of knowledge for customers. Maintaining the balance between comprehensibility and precision is the main challenge when managing this kind of knowledge. Knowledge about customers is gained mainly by service management, offer management, complaint management and, if available, contract management. The main user processes of knowledge regarding the customer are campaign management and service management, because both processes personalize their services based on user criteria. Knowledge about the customer must be transparent within the company; although its distribution beyond the border of the company must be controlled, as this type of knowledge can often be directly transformed into competitive advantages. The development of such knowledge is also expensive, because knowledge revelation is quite time-consuming. Knowledge from customers can be obtained in the same ways as knowledge about customers. Capturing knowledge from customers is based on the important fact that customers who obtain their own expertise when utilizing a service or product can be seen as equal partners. This concept is not regularly understood in the business world and its effects have been poorly researched in academia (Garcia-Murillo and Annabi, 2002). .
Views: 377 The Audiopedia
CMO Kenny Jacobs on Ryanair's Customer Experience Strategy
 
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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: 1305 The Drum
Professor Moira Clark: Customer Effort - Customer Strategy and Planning 2013
 
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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: 1468 The Forum
Selling & Negotiation Skills, Sales Training, Top SalesMan Best Workshop Delhi NCR Gurgaon India
 
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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.
Customer service improvements for marketing | Mitch Carson
 
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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
Supply Chain Cost Reduction - 5 Key Levers
 
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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: 30755 Supply Chain Secrets
Customer Service: 10 Principles for Building Customer Loyalty & Improving HCAHPS Survey Scores
 
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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: 3023 EnvisionHealthEd
Employee training and development for improved performance
 
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Training and development of employees for improved performance. It's extremely important for business owners and leaders to recognize the importance of training and development of their employees and to take a proactive approach. Every company has competition, whether local or global. Even if you don't have competition because your product is so unique and new, you are probably competing with yourself and against time and money. You can only develop a product so long before you run out of both. Training and Development Training and development is more important than ever for your organization to stay competitive and survive. Training and development challenges employees to grow and improve. We all have untapped potential that is waiting to be unleashed, and this can be directed towards activities that will have a high impact on the performance of the organization. Employees who do not receive training and development may become resistant to change and become stagnant. This can really have a negative impact on performance since technology is driving so many changes in work methods. Being Proactive Taking a proactive approach to employee training and development is best done by first setting goals for the organization and department. This will help you to determine where current skill levels of employees may be challenged towards achieving these goals and thus you can develop a training plan for the department an individual. Hard and Soft Skills When developing a training plan is important to look at the total person. We often breaks skills and to types, hard and soft. Hard skills are those that permit us to complete a task or activity, such as running a computer program operating machine, etc. A soft skill is a behavior that determines how an employee will approach a task and interact with others. This is often neglected when looking at training needs, but is extremely important for employee and team performance. Teamwork If you want to develop teamwork in your organization and department people must learn specific interpersonal skills so that discussions can take place on how to improve things towards goal achievement. Highly evolved teams can become autonomous in problem-solving, and continuously improving work processes on their own. One good example are the telephone companies here in Canada. Over the years, most of them have trained their employees on better customer service habits and on selling. I've noticed when calling the administrative department about a billing issue that the person handling my issue always try to upsell me to an additional service. This is obviously a behavior that was learned from a proactive organization. We've all had the experience of going into a store or restaurant and were served by staff members. The other ones who create a better customer experience by how they treat you the customer. Of course hiring the right person with the right attitude and personality is fundamental, but training people on the operations and how you expect them to behave is equally as important. Aging Workforce As the working population gets older is extremely important for organizations to continuously train and develop their employees in order for people to remain flexible, open positive and creative. This will allow the organization to meet its growth objectives and retain skilled talent. Initiative One of the key benefits from the training and development of employees is increased self-confidence and self-esteem. When people feel they are better equipped to tackle new tasks and use more of their abilities, they feel more confident. People with higher self-confidence and self-esteem take more risks, make more decisions and solve problems on their own. This leads to greater initiative and thus saves the manager time to focus on growth and improvement opportunities. Get a free coaching session with Stephen Goldberg for leaders and managers https://mailchi.mp/4966f7407de6/freecoachingsession Sgn up to receive my bi-monthly newsletter http://eepurl.com/gChMb Download free worksheets, forms and templates from https://www.eloquens.com/channel/stephen-goldberg Get access to forms worksheets and templates from my website http://eepurl.com/ccGNlX Read articles on my blog http://www.optimusperformance.ca/blog/ Support the making of these videos by becoming a Patreon https://www.patreon.com/StephenGoldberg
Views: 28053 Stephen Goldberg
Driving Customer Experience Transformation
 
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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: 27836 TemkinGroup
Customer Service Training Review
 
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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.
How To Improve Retail Sales Performance -Sales & Marketing  News
 
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HOW TO IMPROVE RETAIL SALES PERFORMANCE Retail sales are purchases of finished goods and services by consumers and businesses. They occur at the end of the supply chain. You can improve your retail sales by following these Six tips. 1. Know Yourself Your basic roles are in marketing, finance, administration, and the responsibility of personnel. To get the best results, You must know which parts you can handle yourself and which parts you're going to need help with. 2. Plan Ahead you want to succeed you need a well thought out business Plan of market segment, target markets, customer service, product selection, marketing mix, promotional activities and pricing tactics. 3. Know The Industry You can gain the greatest competitive edge if you have an intimate knowledge of your business. These are five main reasons why most businesses fail: 1. Lack of Industry Knowledge 2. Lack of Vision 3. Poor Market Strategy 4. Failure to Establish Goals 5. Inadequate Capitalization 4. Understand Your Customer Excellent customer service is the key to increasing sales. Listen to your customer to understand their needs and wants. 5. Be Social The easiest, most cost-effective thing you can do is social media. Make sure that you have a steady stream of activity online. Use social media to position yourself as the place to shop and buy. Tag : Creative Ideas to Increase Sales in Retail Drive Sales in Retail boost sales in your retail store Retail Strategy Improve Retail Sales Retail Marketing Ideas to Boost Sales Increase Retail Sales Increase Your Retail Footfall‎ sales tips sales training
Views: 2947 Weekly Marketing Tips
How To Maximize Customer Experience With Human Connections Throughout Your Journey
 
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In today's digital context, organizations often fall into the trap thinking that customers just want digital journeys. That's incorrect. Yes, they want digital journeys where it makes sense, but people more and more crave human to human interactions. How are you designing your human to human connection points across your journey to maximize the potentially opportunities they present at key moments of truth? That's just one of the ways that we help organizations transform from a customer experience standpoint. 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: 6 Propulo
How To Master The Six Disciplines Of Customer Experience
 
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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: 2716 Forrester
How Riverbed optimizes IT services and increases customer satisfaction
 
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Riverbed, a cloud performance and networking solutions services provider, worked with IBM Services to deliver IT efficiency through application development and process automation. Using the IBM Riverbed Oracle Cloud Supply Chain Control Tower to monitor business processes, Riverbed saw the following benefits: • Reduction in production incidents • Reduction in time-to-market • Improved customer satisfaction To learn more about IBM Services, please contact your IBM representative or visit: ibm.com/services/enterprise-applications About IBM: ►Visit the IBM Consulting website: http://ibm.com/consulting ►Follow IBM Consulting on Twitter: https://twitter.com/IBM_Consulting ►Subscribe to our channel: https://www.youtube.com/subscription_center?add_user=consulting ►Read our blog: http:///ibm.com/blogs/insights-on-business/gbs-strategy/
Views: 383 IBM Services
Customer Experience and Customer Service at Pinterest (CXOTalk # 290)
 
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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: 5281 CXOTALK
The Essentials of Customer Experience: Going Beyond Customer Service
 
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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: 6041 DigitalGov
Marketing Your Independent Hotel or Bed & Breakfast
 
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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: 11554 Keystone HDC
How to Achieve Operational Excellence in Manufacturing
 
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Operational Excellence in the manufacturing industry leads to happy employees and satisfied customers and sets you up for success. Learn more here- http://mantec.org/operational-excellence-quality/ Achieving Operational Excellence in Manufacturing Want to have the happiest employees and most satisfied customers? The key to finding success in these areas is through operational excellence. In the manufacturing industry, market leaders pursue a business strategy that is focused on one area of acceleration and excellence. By improving product design, production processes, and productivity -- your customer satisfaction will rise, and your business will excel. Operational excellence is one of the biggest components to becoming a market leader in the manufacturing industry. But before we get any further...What is operational excellence? When focusing on long-term growth as a business, operational excellence is the strategy that will set you up for success. Operational excellence is not so much a destination as it is a journey. It’s defined as continuous improvement that will position your organization to progress forward in the most valued and critical ways, resulting in sustainable market leaderships and ultimate customer service satisfaction. So, why is it important for manufacturers? When developing a strategy for your industry, it’s important to pinpoint where your business should make investments and allocate resources. Specifically, in the manufacturing industry, studies have revealed that the top strategic manufacturing objectives are: - Guarantee consistent quality of products - Responsiveness to customers order demands - Increasing production capacity & capabilities These are followed by priorities such as getting new products to market faster and tighter alignment of business goals. Why, exactly, does it matter? - Propels you in front of the competition - Gives your business the “X” factor that makes you stand out from the rest - Lowers operational costs - Boosts employee morale and retention - Streamlined & direct process = Happy employees - MANTEC takes the time necessary steps towards zero defect quality - Obtain low industry lead times - Grows the bottom line After addressing your objectives and assessing your resources, you should align the two together to best fit your business's needs. For example, consider your resources: people, processes, technology, etc. and address them individually. Operational excellence is primarily about optimizing people, processes, and resources. How do you achieve operational excellence? There are three important things you can do to reach operational excellence. First, you can empower shop floor employees to make decisions. The CEO supports the cultural commitment to excellence. You tap into training resources and hire experts. (Call MANTEC first!- 717-843-5054) Focusing on ongoing improvement is the key to operational excellence. After your strategy is in place, it’s mostly about focusing your efforts on ongoing improvement, problem-solving, and leadership. By making sure that your employees are well taken care of and feeling supported and confident in their roles -- you are then, in turn, going to have happy, satisfied customers and the best results. Although operational excellence starts at the top, a solid, company-wide initiative will yield the best results. Finally, keeping customer's needs at the forefront of your strategy will benefit everyone involved. Keeping internal processes streamlined and moving forward will allow for better customer care and effective solutions. MANTEC's ability to meet manufacturers where they are and work them to identify opportunities to set realistic goals, cut waste, and generate practical ideas that can take you to the next level of performance improvements. In today’s competitive global marketplace, operational excellence is not an option; it is the only way to succeed. Manufacturing companies must make the ongoing quest for excellence a top priority if they hope to remain viable and continue to meet their productivity and profitability objectives. MANTEC offers your organization the tools and training to help you reach operational excellence to improve your customer satisfaction, employee retention, product and service quality, and marketplace competition. We’re a nonprofit manufacturing growth and consulting firm in York, PA with a proven record of helping organizations enhance their operating efficiency and improve their overall performance. We’re looking forward to helping your business thrive!
Views: 1794 MANTECPA
Customer Experience Innovation From The Outside In
 
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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: 1143 Forrester
ENGIE Delivers New Digital Solutions to Enhance Customer Experience (English)
 
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Global energy leader ENGIE partners with Kony to deliver new digital solutions. Built on the Kony AppPlatform, ENGIE established its Digital Factory to quickly develop and deliver digital apps at scale, enabling ENGIE to enhance customer experience, offer new products and services, and improve operational performance.
Views: 388 Kony
marketing strategies 101, online marketing strategy basics, and best practices
 
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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”. ANSWER YOUR CREATIVE CALLING | Master your craft, your passion, or something new with creative online classes taught by the world’s best. one class can change everything whatever your level or passion. get 2 free months of unlimited classes. risk-free. no commitments. cancel anytime. CREATE YOUR ACCOUNT NOW | https://skillshare.eqcm.net/eb6JZ 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.
Customer service improvements in IR - reservations, food service, etc.  (Hindi, late 1980s)
 
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More at http://www.irfca.org/multimedia/ir_documentaries.html
Views: 596 IRFCAvideos
Customer Centricity as a Strategic Transformation - The Execution Blueprint Featuring Lior Arussy
 
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Customer centricity is high on executive agendas, yet few companies manage to make more than incremental improvements. However, when deployed strategically, it will lead to double digit growth and greater customer satisfaction and loyalty. This was the experience of Mercedes-Benz USA, which took the top position in luxury vehicles sales and customer satisfaction in 2013. Drawing upon the experience of over 150 transformation projects, this presentation explores the execution from blueprint to transformation and features the Mercedes-Benz success story. Watch this video and learn about: • Execution blueprint of customer centricity • Obstacles to customer centricity deployment • Best or Nothing -- The Mercedes-Benz case study
Views: 1277 Strativity
Customers Win With Pep Boys’ Online Experience
 
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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: 253 Credera
E-Manufacturing and E-Service Strategies in Contemporary Organizations
 
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E-Manufacturing and E-Service Strategies in Contemporary Organizations Norman Gwangwava (Botswana International University of Science and Technology, Botswana), Michael Mutingi (Namibia University of Science and Technology, Namibia), Release Date: 04/06/2018 Copyright: © 2018 Pages: 366 ISBN13: 9781522536284 ISBN10: 1522536280 EISBN13: 9781522536291 DOI: 10.4018/978-1-5225-3628-4 http://services.igi-global.com/resolvedoi/resolve.aspx?doi=10.4018/978-1-5225-3628-4&redirectifunowned=true ___________ Description: Continuous improvements in digitized practices have created opportunities for businesses to develop more streamlined processes. This not only leads to higher success in day-to-day production, but it also increases the overall success of businesses. E-Manufacturing and E-Service Strategies in Contemporary Organizations is a critical scholarly resource that explores the advances in cloud-based solutions in the service and manufacturing realms of corporations and promotes communication between customers and service providers and manufacturers. Featuring coverage on a wide range of topics including smart manufacturing, internet banking, and database system adoption, this book is geared towards researchers, professionals, managers, and academicians seeking current and relevant research on the improvement of cloud-based systems for manufacturing and service. ___________ Topics Covered: • Cloud Computing • Database System Adoption • E-Servicing • Enterprise Information Systems • Information Technology • Internet Banking • Maturity Models • Smart Manufacturing
Views: 143 IGI Global
Business Innovation, Improve Your Business with Strategic Innovation | Tony Robbins Podcast
 
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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: 16466 Tony Robbins
NOCCA: Bridging the Gap: A Dialogue on CWD Customer Service Improvements
 
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http://www.noccassoc.org Guest Speaker: BARRY A. WITHERS In this video: As one of the City's greatest assets, Cleveland's Division of Water (CWD) delivers clean water to more than 1.5 million customers from 70 communities daily. From Lake Erie to the tap, CWD earns high marks for providing clean, high quality drinking water. In order to improve customer service delivery, the Cleveland Division of Water has engaged in a comprehensive Customer Service Turnaround Project. This project has impacted the full meter to cash process, and included a comprehensive system and process review of the five key customer service areas: Meter Operations, Meter Reading, Customer Billing, the CWD Call Center and Collections. The Northeast Ohio City Council Association, Inc. is a voluntary association of members of municipal Councils.
Views: 79 noccassoc
Customer Experience Management Interview with Daniel Cotlar
 
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Professor Scott Davis chats with Daniel Cotlar, the former Chief Marketing Officer of Blinds.com, about marketing philosophy, CRM, customer journey maps, and A/B testing. This episode is intended for students of marketing, entrepreneurs, and marketing managers. Scott W. Davis, Ph.D. (host) Assistant Professor of Marketing University of Houston-Downtown Marilyn Davies College of Business https://www.scottwdavis.com https://www.linkedin.com/in/scottwdavis/ https://twitter.com/scottwdavis Daniel Cotlar (guest) Investor, Advisor, and Director https://twitter.com/danielcotlar 1:40 Daniel's career journey to CMO of Blinds.com 6:30 Core values and Customer philosophy 8:59 Customer journey mapping 14:31 Blinds.com solves big customer problems 20:07 Marketing metrics 25:54 Experimentation and A/B Testing 28:26 Marketing as an entrepreneur and building a company Please Subscribe and Review my show For iPhone/iPad/iPod listeners – https://itunes.apple.com/us/podcast/to-market-with-scott-davis/id1331605858?mt=2 Grab your phone or device and go to the iTunes store and search “To Market with Scott Davis” This will help you to download the free Podcasts App (produced by Apple) and then subscribe to the show from within that app. Every time I produce a new episode, you’ll get it downloaded right on your iDevice. For Android listeners – http://www.stitcher.com/s?fid=164160 Download the Stitcher Radio app (free) and search for “To Market with Scott Davis.” Or, if you have already downloaded a podcasting client, follow the directions in the next sentence. For podcast enthusiasts – If you already listen to podcasts and have a podcatcher that you prefer, the feed you’ll need to add is http://feeds.feedburner.com/ToMarketWithScottDavis
Views: 327 Scott Davis
The Thin Red Line - Customer Experience & Your Deliverables (Re-Thinking Your Metrics)
 
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For the past several decades organizations have predominantly been driving customer experience through a focus on surprise and delight approaches or service training that drove greater empathy skills. There is only one problem with that challenge customer expectations and needs have changed. Now research has clearly demonstrated that customers will reward organizations that are easy to do business with, particularly when something goes off the standard process. There’s a line red line that divides customer expectations and needs and what organizations are delivering and every day millions are lost across that thin red line. Are you driving your focus on customer effort and driving easier experiences? If not perhaps it’s time to rethink your customer experience strategy. Those are the types of customer experience strategic challenges 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.eric.ceo
Views: 12 Propulo
Sales Incentives (Customer Experience)
 
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How much money are you losing in your sales process due to the wrong incentives, driving the wrong behaviors from your frontline team members? Millions are lost across the thin red line that divides sales incentives that improve performance in sales and those that reduce performance and reduce sales. Are your sales people driving the same impact? Are they not closing sales and not driving the right impact on your business? Those are the types of strategic problems we help organizations solve. With service design backed by science; we are Propulo. Let us help you improve your world of work today. Visit www.propulo.com for more info. 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: 23 Propulo
Accenture SAP Leonardo Solution - Intelligent Collections
 
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Accenture Intelligent Collections identifies improvements in an organization’s collection strategy by segmenting customers in SAP S/4HANA® on multiple variables and applying predictive analytics around customer behavior and customers’ payment history to better predict late and disputed invoices. Find out more at https://www.accenture.com/SAPLeonardo
Views: 1243 Accenture Technology
Customer Service and Sales Training Review
 
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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.
How To Deal With Bad Buyers On Ebay, Amazon, Or Etsy. Customer Service 101
 
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I run a men's clothing boutique on Ebay. If you are looking for a great place to buy quality, high end men's clothing of all materials and sizes, sold by a professional, then check out my Ebay store here - http://www.ebay.com/usr/az-emporium If you enjoy this channel and want to help sustain its existence and growth please consider making your Amazon purchases through my Amazon Affiliate links below. I only recommend products and services that I personally use. Thank you! Heavy Duty adjustable storage shelves - http://amzn.to/2mdvhix Dell Axim Tool For Book Scanning - http://amzn.to/2meOjVK Barcode Reader For Dell Axim - http://amzn.to/2ldVMXq Photography Lighting Setup - http://amzn.to/2mdrQZ3 Quality Male Mannequin for Clothing - B00GNHNV5A Void Fill Newsprint - http://amzn.to/2lbUv36 Cheap tape - http://amzn.to/2mdg7JY Quality tape - http://amzn.to/2mdxz1e Storage Bins for shelves - http://amzn.to/2m2HxTJ Shipping Label Printer - http://amzn.to/2lZkHzG Shipping Scale for Ebay & Amazon - http://amzn.to/2mdinkE 3x1 FBA Product Labels - http://amzn.to/2kYoQQd Fabric lint Shaver clothing - http://amzn.to/2lZoBbx Extremely Efficient Clothing Rack - http://amzn.to/2merG3Q I use several services and tools for my business on Ebay and on Amazon. They are all listed here. Check them out! http://www.pickingprofitsblog.com/recommended-stuff/ Join The FREE Community Forums - http://bit.ly/1P4jnPs Join The Facebook Group - http://on.fb.me/1OZDD6T Subscribe To My Newsletter -- http://bit.ly/1uVGt1q Like My Facebook Page - http://on.fb.me/1mipHap I run a men's clothing boutique on Ebay and a used book business on Amazon. I source my inventory from a variety of sources and document my experience and talk about the business. If you have any questions or comments please leave them in the comment section and make sure you subscribe for more videos! Music By - Kevin MacLeod (incompetech.com) Licensed under Creative Commons: By Attribution 3.0 http://creativecommons.org/licenses/by/3.0/
Views: 9100 Picking Profits
Proving vs Improving, A Sure Secret to Success by the Best Management Guru: Mr Vivek Bindra
 
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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.
Customer Service: What About Business Cards?
 
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I think so, but be sure to consider improving your business card and how you use it. In a great book entitled, “50 Ways to Win New Customers” written by Paul Timm, recommends that we give more than just a business card. Here are some of the tips: Have your card designed to include your photo to make it easier for them to remember you and your organization. Print a saying or a quote on the back that would be something customers will enjoy and remember. Make sure the finish on the card has the surface that can be written on in case they want to write a personal note on it. If it is not already on your card, be sure to write your mobile number on it to demonstrate your genuine interest and willingness to serve in any way possible. Staple a brochure, or a sample, or a checklist to the card to help support or promote easy use of your products or services. Clip your card to a newspaper article, or a blog post, or a magazine article of interest related to your product or service. And be sure to give cards out freely. They don’t do you any good in your desk drawer. Display your business card prominently on your desk, counter, or with marketing materials. Offer some sort of bonus to people who have referred your card to others. Make some improvements to my business card. A great business card, handed to a great number of great people, will have a great impact on our organization’s great reputation. Consider the business card to be a representation of your organization’s products and services. A well-designed card, carefully presented, will leave a lasting positive impression. If you would like your staff to learn dozens of world-class customer service ideas and strategies, contact me at [email protected] to schedule a speech or seminar. Your customers will be glad you did. http://welchlin.com
Views: 71 Kit Welchlin
Worldwide Customer Service Training
 
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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.
Four Principles Lean Management - Get Lean in 90 Seconds
 
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Learn about Lean Management Principles and how they can help your company eliminate waste and create value for your customers. Four Principles - The Lean Management Experts http://www.fourprinciples.com [email protected]
Views: 1019972 Four Principles
Strategic Focus for 2019
 
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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: 318 PacMoore Products
Transformation in the telecoms industry | Miriam Altman
 
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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: 127 GDS Summits

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