This post was originally published in 2014. By Nancy J. Sirianni Brands are created by companies, but it’s the end customer who ultimately determines what the brand means to them. So, how do customers come to truly understand a brand and what it stands for? Service brands are experienced on a personal level, with employees …
In early September, I traveled with friends along the Dalmatian coast, enjoying the sunshine and lingering over cappuccinos late into the night. One evening at dinner, I couldn’t help but remark about the wonderful service at the restaurant. While it was the end of the busy tourist season, our waiter was amazingly attentive. He made …
We invite you to join us for 2016 Compete Through Service Symposium on October 26-28th, in Scottsdale, AZ!
This year the Symposium will emphasize three themes: Branding Your Customer Experience, Digital Transformation of Service, Growing the Service Business.
Thank you everyone who attended Compete Through Service Symposium this year! You made it another great event! Mark your calendars for the next year’s Symposium, which will take place on October 26-28th, 2016. We look forward to seeing you there!
By: Christine McHugh My experience in customer service started in middle school, working for my grandparents at their retail gift shop. Subsequently, a stint as a restaurant hostess and then a receptionist at a hair salon led me to managing a chain of espresso carts in Seattle where I enjoyed making coffee and talking with …
By Jeffrey Wartgow In preparation for this year’s upcoming Compete Through Service Symposium, I took time to reflect on the trends that will impact field service over the coming years. After sifting through analyst reports, notes from customer meetings, and other industry insights, some major themes kept surfacing – and one overarching idea emerged: what …
By Darima Fotheringham Two weeks ago I attended Frontiers in Service, (#frontiersinservice) a global conference on service research. This year, the conference was sponsored by IBM and a lot of discussion was around the Internet-of-Things (IoT) or Internet-of-Everything, as it was frequently referred to. One of the presentations that I found especially interesting was by Irene Ng, …
If you attended Compete through Service symposium then you had an opportunity to hear excellent presentations by Bruce Temkin and Derrick Hall about Customer Experience. In this post, Bruce Temkin talks about his interview with Arizona Diamondbacks CEO Derrick Hall and highlights some of the main ideas Derrick Hall shared with the symposium attendees.
By Darima Fotheringham Bruce Temkin, CCXP, is a Co-Founder & Chair of the Customer Experience Professionals Association and the Managing Partner of Temkin Group. He is widely viewed as a leading expert in how large organizations build differentiation with customer experience. As the Managing Partner, he consults for leading global companies, is a keynote speaker at top …
Bruce Temkin, one of the speakers at the Compete Through Service Symposium, shares his takeaways from the presentation by Mike Gathright, Director of Americas Customer Services at Amazon.com
