American Eagle Auto Body, a Los Angeles-based auto shop, is the winner of the City Beat News Spectrum Award for Excellence in Customer Service.

One-stop destination for selling cars now also offers deals on pre-owned vehicles

All our underlying assumptions about what makes consumers tick need to be pressure-tested.

Please visit Marketing Land for the full article.

Philip Lay and Todd Hewlin, managing directors at TCG Advisors and coauthors of the HBR article "In a Downturn, Provoke Your Customers."

Roberto Verganti, professor of management of innovation at Politecnico di Milano and author of "Design Driven Innovation."

Matthew Dixon, managing director of the Corporate Executive Board's Sales and Service Practice.

Fred Reichheld and Rob Markey, authors of "The Ultimate Question 2.0."

Frances Frei and Anne Morriss, authors of "Uncommon Service: How to Win by Putting Customers at the Core of Your Business."

Michael Schrage, research fellow at MIT Sloan School's Center for Digital Business and author of the HBR Single "Who Do You Want Your Customers to Become?"

Robert Simons, Harvard Business School professor, says companies still struggle to choose the right customer.

Jagdip Singh, a professor of marketing at the Weatherhead School of Management at Case Western Reserve University, explains his research team’s new findings about customer satisfaction. He says apologizing is often counterproductive and that offering customers different possible solutions is usually more effective. He discusses what companies can do to help service representatives lead interactions that leave a customer satisfied—whether or not the problem has been solved. Singh’s research is featured in the article "‘Sorry’ Is Not Enough" in the January–February 2018 issue of Harvard Business Review.

Ryan Buell, associate professor at Harvard Business School, says the never-ending quest for operational efficiency is having unintended consequences. When customers don’t see the work that’s being done in back offices, offshore factories, and algorithms, they’re less satisfied with their purchases. Buell believes organizations should deliberately design windows into and out of operations. He says increasing operational transparency helps customers and employees alike appreciate the value being created. Buell is the author of the HBR article "Operational Transparency."

Thales Teixeira, associate professor at Harvard Business School, believes many startups fail precisely because they try to emulate successful disruptive businesses. He says by focusing too early on technology and scale, entrepreneurs lose out on the learning that comes from serving initial customers with an imperfect product. He shares how Airbnb, Uber, Etsy, and Netflix approached their first 1,000 customers very differently, helping to explain why they have millions of customers today. Teixeira is the author of the book "Unlocking the Customer Value Chain: How Decoupling Drives Consumer Disruption."

Pauline Brown, former chairman of North America for the luxury goods company LVMH, argues that in additional to traditional and emotional intelligence, great leaders also need to develop what she calls aesthetic intelligence. This means knowing what good taste is and thinking about how your services and products stimulate all five senses to create delight. Brown argues that in today's crowded marketplace, this kind of AI is what will set companies apart -- and not just in the consumer products and luxury sectors. B2B or B2C, small or large, digital or bricks-and-mortar, all organizations need to hire and train people to think this way. Brown is the author of the book "Aesthetic Intelligence: How to Boost It and Use It in Business and Beyond."

Horst Schulze, cofounder of The Ritz-Carlton Hotel Company, started out cleaning ashtrays as a busboy before working his way up through some of the world's best hotels and becoming COO of Ritz-Carlton and later CEO of Capella Hotel Group. He shares the principles of stellar customer service to which he credits his success — and explains how they apply to every business. Schulze is the author of the book "Excellence Wins: A No-Nonsense Guide to Becoming the Best in a World of Compromise.”

Support organizations that can leverage the power of the smartphone in order to transform their contact center can not only gain key insights to help streamline support operations but can also make agents more effective

Here are five ways support teams and business leaders can implement modern support techniques in order to show their customers they care and keep them coming back

With RPA, AI-powered robots observe humans using software and then learn to use the software themselves

Collaboration between Delighted, a Qualtrics company, and Amazon Business empowers organizations of all sizes to listen, understand, and act on customer feedback in real-time

Cognitive/AI technologies for customer engagement are white hot. No wonder professionals, who had removed AI from their resumes, are scrambling to add it back in!

The consumer has spoken. Forrester Research asked 5,000 of them, "What created the biggest pain when you contacted a business for customer service?" They answered lack and consistency of agent knowledge, followed by the difficulty of finding relevant answers on company websites. So, what is driving this dissatisfaction?

Connecting marketing and customer service through data and digital workflows

Igloo's extensive catalog of training courses and self-serve resources is now available to all customers and end users so teams can make the most of their digital workplace

APAC businesses understand the importance of customer experience and are focused on optimising the customer journey in 2020, with one in five (19%) APAC organisations identifying better CX as their most exciting opportunity for this year.

The secret sauce behind happy customers is to have happy team members. You cannot create happiness on the outside if your organization is not happy on the inside.

According to the bank, "The objective of this loan is to provide ease to tide over the liquidity mismatch to existing customers." The customer can approach their existing branches to avail this personal loan up to a maximum limit Rs 5 lakh

The offering of ‘Cardless Cash Withdrawal’ from iMobile enables customers to withdraw cash securely and conveniently for everyday usage and purchases, all from the convenience of their mobile phone. Here is a look at how you can use this facility.

You would have given your bank account numbers and IFSC codes for various financial transactions. Unless these accounts are seamlessly merged into the financial system of the anchor bank, you would be required to change the details of your bank account.

"We have decided to take this initiative to help our customers to overcome this pandemic and drive growth in the housing sector. With this, over 2.35 lakh of our customers will be positively impacted irrespective of their base loan amount," PNB Housing Finance Managing Director and CEO Neeraj Vyas said.

A lot of companies have made a tactical move to making sanitisers. We want to be a little more strategic, because when things settle down, only big brands with differentiations will work., said Saugata Gupta, MD of Marico

Airtel CEO Gopal Vittal, in a note to customers, said that the next phase of the journey has begun as the world slowly starts to open up.

Some of you might have read the USA Today Network story about horse racing this week. The piece highlighted some pretty impressive statistics related to the broadcast and marketing of the limited racing calendar we've all been experiencing. One quote caught my eye: “NYRA chief revenue officer Tony Allevato said it had signed up seven […]

The post Commentary: Racing Has A New Set Of Wagering Customers, But Now What? appeared first on Horse Racing News | Paulick Report.

Travellers should consider taking legal action to get money back

Have you had any that are worse?

A small increase in customer retention can mean huge gains for your online store. Automate post-purchase emails to improve customer loyalty (and profits)!

The post 7 Ways to Engage Customers with Post-Purchase Email Automation appeared first on WooCommerce.

During COVID-19, you might be tempted to stay silent. But your customers need to hear from you! Learn how to craft the right message with the right tone.

The post Why Customer Communication is Crucial in Times of Uncertainty appeared first on WooCommerce.

Creative interactions call for creative measures - numerous extensions reduce, minimize or dilute the frustration of the customers and resolve issues quickly without the customer support team need....

Customer service as we know it has changed. Today’s customers won’t necessarily call a contact center when they need help. […]

The post Best WordPress Live Chat Plugins for Better Customer Support appeared first on WPHacks.

Need some inspiration to build a high converting website? Websites that convert persuade visitors to become customers. These websites drive more revenue, so if you want to increase your site’s revenue, use these examples of websites that convert as inspiration! We’ll go over what makes for the best converting websites and five examples of websites […]

The post 5 Magnificent Examples of Websites That Convert Visitors into Customers appeared first on WebFX Blog.

Communication between a retailer and a customer is disclosed. A payment card and a communication identifier addressing a wireless transceiver of a mobile apparatus are registered to an electronic service. The mobile apparatus receives, with the wireless transceiver, a plurality of packets relating to payments with the payment card of a plurality of trades of various commodities between the user and a plurality of various retailers, from the electronic service, extracts from the received plurality of the packets transaction information relating to the payments and supplementary information, and communicates, with a user interface, the extracted transaction information and the supplementary information to the user.

Systems and methods for applying customer-specific labels to an unprinted or non-displayed side of printed products.

A method and apparatus for angularly aligning an antenna disposed at a geographical location is disclosed. A corresponding apparatus comprises a plurality of reticle members, each reticle member having a reticle, and a plurality of reference members, each adjustably engaged with an associated one of the plurality of reticle members, wherein each of the plurality of reference members comprises an associated template having a reference mark positioned thereon according to the geographical location of the antenna and the antenna is angularly aligned when each reference mark of each template is aligned with the reticle associated with the reference mark. A corresponding method comprises the steps of affixing an associated template having a reference mark positioned thereon according to the geographic location of the antenna to each of the plurality of reference members and angularly aligning each of the plurality of reticle members with each reference mark of each associated template.

Expressing the sentiments of the industry, the National Restaurant Association of India (NRAI) said the 'logout' movement cemented the belief that the industry needed to take back control.

How to keep customers’ cravings alive has become a challenge for restaurants.

Expressing the sentiments of the industry, the National Restaurant Association of India (NRAI) said the 'logout' movement cemented the belief that the industry needed to take back control.

Arizona Gov. Doug Ducey's stay-at-home order is ending Friday as salons open on Friday and restaurants open on Monday.

In the Union Budget 2020 announced on February 1, Finance Minister Nirmala Sitharaman announced to increase customs duty on imported furniture from the present 20 per cent to 25 per cent. The move was aimed to protect the interest of the MSME segment. Ikea opened its first store in the country in Hyderabad in August 2018.

Following instructions from Excise Minister Ram Naresh Agnihotri, principal secretary (excise) Sanjay R Bhoosreddy said that a rate higher than the fixed MRP cannot be charged by liquor vendors under any circumstances.