Timeshare companies sometimes get a bad rap as not being particularly customer centric. Many consumers associate them with high-pressure sales tactics meant to feed a volume business, rather than crafting hyper-personalized experiences that build loyalty. But Holiday Inn Club Vacations embraces a different philosophy.
Nicole Myers acknowledges the preconceptions people may have but, as vice president of customer experience for the brand, she leads a team devoted to elevating CX every day.
Florida-based...
When I first began working with contact center professionals over a decade ago, I received some great advice I still use. Whenever I call customer service, I remember the name of the associate when they introduce themselves so I can call them by name during our interaction.
Associates appreciate it because it shows that I see them as a person and not a faceless voice on the other end of...
Traditional quality assurance (QA) tools have always had limitations. They typically capture less than 3% of interactions, which means there’s no way they can’t...
Posted as part of a partnership with the European Customer Experience Organization (ECXO) and Ricardo Saltz Gulko. Read full version here: https://ecxo.org/how-to-lead-a-b2b-cx-transformation-program-and-avoid-costly-mistakes/
Introduction
A successful Customer...
