Marc-Alexis Rémond

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Diving Sipadan: strong currents, steep walls and sea life in abundance

The name Sipadan is uttered with reverence by divers, and with good reason. The underwater topography of this tiny 40-acre island, 36km south of the Malaysian port of Semporna in the Celebes Sea, is immense. There are a dozen or so excellent dives off Sipadan and on any given day you can expect to …

Scuba Diving

Using Social to Enhance the Customer Experience

You arrive in your taxi at the Hotel Adagio, part of Marriott’s Autograph Collection in San Francisco. Before you get out of the car, the porter …

Customer Experience

Customer Service is Dead: Long Live the Customer Experience

It has been some time since my last post. I have been thinking about, reading, and researching the customer experience. Technology, cultural shifts, …

Banks Need to Focus on Service and Simplicity

• Philip Ryan<br>• February 25, 2014<br>• Innovations, Mobile, Online, Operations, Retail, Slider<br>• 1<p>Bookmark<p>The biggest challenge ahead for banks is providing …

How customer experience is different to customer satisfaction: Catriona Wallace

by Catriona Wallace<p>In the 1980s I had a spiral perm. Like Nicole Kidman.<p>At that time – along with perms, and as a legacy of the total quality …

Customer Experience

Call Centers Got Big Deals Under Health Law, But How Big?

Before the Affordable Care Act was even open for enrollment, Viviana Alvarado was already taking calls from people who wanted to know more.<p>She and about 40 of her colleagues are staffing the phones for Maximus, the company Connecticut has contracted to run its call center.<p>The government contractors …

Social Customer Care: Before Jumping In, Make Sure You Can Swim

Friends matter. Online and offline, friends influence opinions, they influence behavior, and they shape reputations for businesses. Political campaigns are hyper-aware of this and use electronic “friend references” to build coalitions and supporters. The sooner companies recognize this and embrace …

Integrating social into CRM for smarter customer care

With social media forming an integral part of our daily conversations, it is great to see positive examples of social CRM showing how some brands are …

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Taking Care Of Business: Social Media Will Transform Customer Service

Social media is no longer just a clever marketing tool: It’s also a fast-growing channel for customer service. Over half of consumers now use social media to directly reach out to companies to report satisfaction, lodge complaints, and ask questions, says Nielsen’s 2012 Social Media Report. And one …

Customer Service Trends: People Prefer Phone Support, Companies Slow to Respond in Evenings

Customers worldwide are most satisfied with customer support provided via telephone, according to a recent report by Zendesk.<p>The analysis of support …

Fixing Customer Care: The New Social Marketing

Brand reputation and hence brand value is increasingly determined by customer experiences re-cast as content, posted and shared on the social web. …

Customer Experience

Social customer care can move the contact center to the next level

Because some customers would rather rant on Twitter than call customer service with a complaint, call center agents...<p>must be armed with tools that …

The ancient art of honey hunting in Nepal - in pictures

The Gurung tribespeople of Nepal have been collecting honey from Himalayan cliffs for centuries, but now their lifestyle is under threat from commercialisation and tours offering visitors a chance to 'join a honey hunt'. Photographer Andrew Newey spent two weeks living with the Gurung in central …