What’s the worst place in an airplane? The middle seat! Why? You’re literally stuck in a rotten place, possibly for a long time, and you can’t do anything about it. Or can you?
Doug Lipp, respected author, speaker and former head of training at Disney University, uses the middle seat as a metaphor for what happens to all of us in life … we get stuck in uncomfortable places. How do you deal with unfortunate situations? When in a situation that you “can’t control,” what options do you actually have?
This entertaining and thought-provoking webinar addresses such topics as:
* Creative Problem Solving
* Work-Life Balance
* Customer Service
* Product Development
Join us for this fun-filled, insightful webinar as Doug addresses everything from life-on-the-road horror stories to dealing with organizational change.
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Beyond Stuck in the Middle Seat®: How Disney Lost, Then Restored the Luster to the Magic Kingdom
1. Beyond Stuck in the Middle Seat®: How Disney Lost, Then Restored the Luster to the Magic KingdomDoug Lipp, President, G. Douglas Lipp & AssociatesGary McNeil, Vice President of Marketing, Parature
2. Parature Parature is a global leader in on-demand software (SaaS) for customer service and support Parature enables organizations to: Reduce the cost of supporting their customers Have a 360 view of customer issues Retain their customers Improve customer loyalty Generate more revenue from their base Deliver “great” customer service
3. Gaming and Digital Media Business Services Technology Healthcare Associations Education 850 Customers Across Industries & Market Segments
4. The Customer Has Never Been More Important! In light of sales teams selling less - organizations are focused on: Customer retention Customer upsell and cross sell opportunities Lifetime value of a customer Overall revenue from the customer base
5. Service Has Become A Major Differentiator Improving the customer experience Multi-channel support Providing support in the manner by which the customer wants it Reducing customer effort Delivering on the promise of first contact resolution The result is reduced frustration Increasing customer loyalty By reducing customer effort you increase customer loyalty Increased loyalty is a game changer
6. Parature: An Integrated Support Suite CUSTOMER TOUCH POINTS SERVICE DESK Delivering Multi-Channel Support For your CSR’s to Manage All Customer Interactions Metrics &Reports Deploy Surveys Feedback Chat Ticket ? Forums Your CSR Downloads Mobile Your Customer E-Mail Knowledge-base and FAQ’s 360º Customer History Intelligent Workflow Phone Service Desk 6
16. Rosetta Stone Customer Portal – Serving 1 Million Customers Browse or Search Knowledge Base Support Portal Chat with Agent Submit a Ticket Phone Support
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18. Your Customers can get Support right on your Facebook Fan Page.
19. Your Customers can share their positive support experiences through their friend’s streams.Parature for Be Where Your Customers Are.
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21. Deliver Multi-Channel Support On Facebook Deliver multi-channel support to your customers via searchable FAQ’s, live chat, and feedback/comment forms
93. www.DougLipp.com "The greater danger for most of us is not that our aim is too high and we miss it, but that it is too low and we reach it" Michelangelo
96. Follow Parature On blog.parature.com www.facebook.com/parature www.twitter.com/parature www.youtube.com/paratureinc www.slidesharenet.net/parature www.parature.com/rss
Editor's Notes
Let me show you some examples of these questions and the stark realization that Vizio is not responding to these questions. Read the three examplesThis slide depicts the challenge with having a facebook fan page but no way to answer customer questions. The level of frustration is high and customers who may be interested in buying from Vizio will now think twice because of the lack of engagement by Vizio to answer their questions.