Whether we’re talking about relationships, leisure, or work, gender differences play a significant role in the way we interact with the spaces and places around us. It is, after all, a marker of identity that helps us make sense of ourselves, and the world. The way we engage with or provide customer service is no exception to that.
The hard truth is: Perceptions and gender, and gendered consumer habits, are real. Select service industries are traditionally dominated by either male or female service staff. For example, the flight attendant workforce today is predominantly female, a legacy lingering from the 1930s when nurses replaced young boys who had previously filled the role. Women were considered to be able to best care for customers and ‘promote a female presence’, one that would increase the perceived comforts and safety of flying (a decision thoroughly based on gender and its related consumer perceptions).
Currently, if you haven’t noticed already, the global economy is shifting at an accelerated rate. For those of us interested in overall consumer habits in the customer service game, it begs the question: Will gender biases in customer service transform as well?
If you’re like me, you love to lose yourself in a good story. Whether they’re long or short, impactful books have a profound way of reaching readers on a deeply personal level. Inspiring the reader to escape into her own imagination, compelling stories bring much needed pauses in otherwise hectic lives – something we all appreciate.
*Phew* Can we sit down for a brief moment? We’re a little tired these days, a fatigue borne of constantly staying in the know.
We deal with a lot of buzzwords and phrases that saturate the customer service industry, some of which have become a little bit tired. One in particular that we really detest here at Fonolo is “Delight your customer”. Personally, when I hear that phrase, I experience a range of emotions. It seems to be healthy balance between shock (Why in the world would one use that phrase?) and sheer irritation (sort of akin to nails on a chalkboard!).
Google made a major announcement at their “Cloud Next” event with the launch of 
Is your immediate response, yes? Well, think again. Research has shown that many contact centers are focusing on internal metrics only and, as a result, they are losing valuable insights into their CX programs. Most businesses will claim that meeting customer expectations through a profound experience is a top priority. But achieving this is no small task.
It’s that special time of year. Put your hands together and give it up for the 2018 winners of Fonolo’s Customer Experience Excellence Awards!
As the weather warms up in the West and many take off for their summer holidays, customers are increasingly dealing with big-brand companies in the business of travel: Airlines. Modern airline customer service (CS) is a far cry from the days when Don Draper-like marketers were designing prime service experiences for anyone who could afford to climb aboard (as marketed in the below 1954 ad for American Airlines).
