During this injection, the substance that opens up the arteries, bringing blood into the erection chambers, is introduced into one of the erection chambers while the ultrasound unit looks at the arteries and veins inside the penis to measure the blood flow in and out of the penis. The test involves an injection into the base of the penis at the start. Penile ultrasound and duplex doppler enable the characterization of arterial and venous blood flow in the erect penis and allow for a detailed survey of the corpora cavernosa to identify calcification or scarring inside the erectile tissue of the penis. The imbalance of the penile arterial blood inflow and venous blood outflow, and nerve dysfunctions are the leading causes of erectile dysfunction in more than 75% of men. This ultrasound test examines the inflow artery, conduit, and venous outflow to identify abnormalities and determine patency and flow adequacy of hemodialysis access, including arteriovenous fistula (AVF) or arteriovenous graft (AVG). This procedure can detect narrowing of the arteries caused by the buildup of plaque, which can lead to carotid artery disease or stroke. During this procedure, color maps the arteries to identify the narrowing of blood vessels.Ĭarotid ultrasound examines and evaluates the carotid arteries. They can detect stenosis, occlusions, suspected aneurysm/pseudoaneurysm, arteriovenous fistula and fibromuscular dysplasia. Please do not eat or drink anything after midnight, the day of your abdominal ultrasound.Īrterial Doppler (UE/Upper and LE/Lower) UltrasoundĪrterial doppler ultrasound checks the circulation in either your arms or legs using ultrasound imaging to get an inside look at the arteries by bouncing high-frequency sound waves (ultrasound) off circulating red blood cells.Īrterial duplex exams are imaging procedures that utilize duplex ultrasonography to detect and monitor disease of the native arteries in the lower and upper extremities and arterial bypass grafts. Aortic imaging is a crucial aspect of diagnosing abdominal aortic aneurysms, as well as blockages. "Duplex" ultrasounds use two modes of ultrasound simultaneously: a 2-dimensional image of the blood vessel's structure, including the precise location of any problems, and a doppler information showing the velocity and direction of blood flow within the vessel.Ībdominal Aorta Duplex Ultrasound (Abdominal Vascular Ultrasound)Īortic imaging is a procedure that uses ultrasound technology to examine and evaluate the aorta and screen for many different vascular conditions and disorders, including abdominal aortic aneurysm, endovascular aneurysm repair, and aortic dissection. Ultrasound images can help locate and identify blockages (stenosis) and abnormalities like blood clots, plaque, or emboli. Ultrasound images are captured in real-time to help monitor blood flow to organs and tissues throughout the body and evaluate the placement and success of repair, such as after arterial bypass surgery. No ionizing radiation (x-ray) is involved in ultrasound imaging. It sends sound waves through the body, which reflect off the internal organs for special instruments to interpret into an image of anatomic parts. Ultrasound imaging or sonography is a useful way of evaluating the body’s circulatory system.
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Roof rack Ī roof rack is a common trait on many SUV and station wagon vehicles. Most production sports cars and high efficiency vehicles come standard with many of these deletions in order to be competitive in the automotive and race market, while others choose to keep these drag-increasing aspects of the vehicle for their visual aspects, or to fit the typical uses of their customer base. Deletion can be as simple as removing an aftermarket part, or part that has been installed on the vehicle after production, or having to modify and remove an OEM part, meaning any part of the vehicle that was originally manufactured on the vehicle. The deletion of parts on a vehicle is an easy way for designers and vehicle owners to reduce parasitic and frontal drag of the vehicle with little cost and effort. Streamlining the body requires assumptions about the surrounding airspeed and characteristic use of the vehicle. Lowering the drag coefficient comes from streamlining the exterior body of the vehicle. Too much lift can cause the vehicle to lose road traction which can be very unsafe. Lift is an aerodynamic force that acts perpendicular to the airflow around the body of the vehicle. A potential complication of altering a vehicle's aerodynamics is that it may cause the vehicle to get too much lift. The drag coefficient is a unit-less value that denotes how much an object resists movement through a fluid such as water or air. The two main factors that impact drag are the frontal area of the vehicle and the drag coefficient. The reduction of drag in road vehicles has led to increases in the top speed of the vehicle and the vehicle's fuel efficiency, as well as many other performance characteristics, such as handling and acceleration. A common way to measure the drag of the vehicle is through the drag area. There are many different ways to reduce the drag of a vehicle. Reducing the drag coefficient in an automobile improves the performance of the vehicle as it pertains to speed and fuel efficiency. Aerodynamic drag increases with the square of speed therefore it becomes critically important at higher speeds. When automobile companies design a new vehicle they take into consideration the automobile drag coefficient in addition to the other performance characteristics. The drag coefficient of an automobile measures the way the automobile passes through the surrounding air. Drag is a force that acts parallel to and in the same direction as the airflow. The drag coefficient is a common measure in automotive design as it pertains to aerodynamics. It's best to subscribe to ours Feed and will automatically be informed as soon as there is something new about this post, and of course also to all other contributions.Edmund Rumpler's 1921 Tropfenwagen was the first series-produced aerodynamically designed automobile, before the Chrysler Airflow and the Tatra 77. "" - we keep you up to date on the subject of car tuning and car styling with our tuning magazine and we present you the latest tuned vehicles from all over the world every day. Subtly tuned - MTR Design Porsche Cayenne Coupe with carbon body kit Huge - Restomod 1986 Chevrolet D6500 Pickup Mercedes AMG A 45 (W177) from RENNtech Europe GmbH Shelby GT500, Ferrari 812 Superfast, Porsche 911 GT3 & Dodge Hellcat Info: The BMW Group at CES 2020 in Las Vegas!Ĩ52 hp Dodge Challenger SRT Demon Hellcat as a convertible Surely this is exactly the right topic for you. In each one you will find at least one video. You want to watch more videos? Then click here for the complete overview or just click in the following posts. The majority of the car was created by 3D printing and it was worked on over a year. In addition, there is also a realistic V8 sound and especially the drifting is extremely realistic. The software calculates the acceleration data of the axes and then determines the positions for each of the 4 dampers in real time. The miniature chassis works with an accelerometer on an Arduino microcontroller board is coupled and controls the servo motors on all four wheels. But since there is another way, this copy by YouTuber Dimitar Tilev shows who has given a chassis to an Oldsmobile Dynamic 88 replica that is as shaky and rocking as that of the series in 1966. Because mostly the model vehicles have little or no travel. Normally, a model car is often detailed and well modeled, but in terms of the steering or the chassis, the difference to reality can be seen. Hard to believe but this model car has an active Airride air suspension that differs from that of a real car not different. A preview of Hyundai's new jewel: The 2024 Ioniq 5 N! July 11, 2023 The adaptable automatic cat feeder has a variety of intuitive feeding options and the most useful app of any feeder we have tested. With two rounds of lab testing, the Whisker Feeder-Robot continues its reign as our top choice for cat parents. Plastic serving bowl instead of metal or glass But we have several other recommendations that might work better for you and your cat-such as the Cat Mate C200 2 Meal Automatic Cat Feeder a battery-powered automatic feeder for wet or dry food featuring placements for ice packs to keep food fresher for longer. The Whisker Feeder-Robot continues to top our list with the most useful app and easiest programming of any feeder we tested. You can learn more about our testing process in our "How We Tested" section further down the page. We tested 24 different models to find the best automatic cat feeder for a variety of situations, evaluating them for accurate timing, portion control, software, and other features. They are also useful for doling out precise portions to cats on specific diets, or automating morning feedings, so your cats stop waking you up and instead start waiting by the feeder for breakfast. Given that I want this device to feed him at 3am every day when I’m asleep, this is extremely annoying.Ĭustomer service won’t replace it because I’m “outside of the one year warranty,” which means I paid nearly two hundred dollars for the pleasure of having a working feeder for one year.An automatic cat feeder is a must-have for anyone looking to keep their cats fed while they're away, whether during the day or during short vacations. It also randomly decides to feed my cat half of the scheduled portion (especially if it’s disconnected from the wifi at the time), or just starts feeding him endless amounts of food without stopping. So the whole idea that you can feed your cat with the push of a button from your phone, wherever you are? Nope!! One of their solutions was for me to connect to it using an old iPhone 6 that didn’t have a SIM card anymore - this was the only way to get it to work for months. That means I have to call customer service, but they can only help if that failure happens within business hours - so if it’s the night before I’m supposed to leave for a week, I’m supposed to just shrug my shoulders and hope that my cat will be fed while I’m gone! It frequently disconnects from the wifi network for no apparent reason, and will not reconnect again when I follow the troubleshooting steps. Control one feeder with multiple family members’ smartphones or control multiple feeders with one smartphone! Both parts and the upper compartment where the 24 cups of dry or semi-moist food is held are all dishwasher safe (top rack only). Every pet feeder comes with a stainless-steel bowl with a removable holder. You can schedule meals for up to 12 times a day in sizes from 1/8 cup to 4-cups per meal, use the Slow Feed setting to serve meals in small amounts over 15 minutes, or use the Feed Now option to feed on demand any time with the push of a pet-proof button or from the app. It lets you know when the feeder is low or empty and you can even reorder your furry friend’s food automatically through Amazon Dash! Use the free, user-friendly smartphone app to schedule, monitor and adjust her feeding schedule while you’re away. Welcome to the next generation of feeders with PetSafe’s Smart Feed 2.0 Automatic Pet Feeder! This updated version works with the Amazon Echo, so you can ask Alexa to feed your feline friend or your canine companion. Let’s go over the upgrade materials that you need to get to upgrade the Champion’s Leathers all the way to its fourth and final upgrade. You can find a guide on how to do that here on the site. Get into action and defend your kingdom from evil. First released in 2011, the game has since been remastered for Android, iOS, and Nintendo platforms. The first step to upgrading the Champion’s Leathers, and any armor in the game, is to unlock at least one Great Fairy Fountain, then actually acquire the Champion’s Leathers. Meet the best tower defense game ever created Kingdom Rush is a strategy game by Ironhide Game Studio. How to upgrade Champion’s Leathers in Tears of the Kingdom Here’s our guide on how to upgrade the Champion’s Leathers in Tears of the Kingdom. Download & Play Kingdom Rush Origins on PC & Mac (Emulator) Kingdom Rush Origins Strategy Ironhide Game Studio Play on PC with BlueStacks the Android Gaming Platform, trusted by 500M+ gamers. Like many other armor pieces in the game, you can upgrade the Champion’s Leathers. One of the more sought after armor pieces in the game is the Champion’s Leathers, which is the new and improved Champion’s Tunic from Breath of the Wild, and it’s the chest piece Link wears in the promotional material and box art. Command your elven army and defend mystical lands from sea serpents, evil sorcerers, and wave after wave of gnoll tribesman, all with the help of brand-spankin’ new towers, heroes, and spells to fend off every last baddie. These can range from simple armor pieces that only raise your defense, to armor pieces that have different resistances to heat or cold, and more. Likes:89. No download or installation needed to play this game. Kingdom Rush Series The Kingdom Rush series comprises three separate games, Kingdom Rush KR (2011), Kingdom Rush Frontiers - KRF (2013), and Kingdom Rush. Kingdom Rush is a Strategy Game you can play online for free in full screen at KBH Games. Earn gold by defeating enemies and use it to build more towers. The Legend of Zelda: Tears of the Kingdom has a massive amount of different types of armor you can wear throughout the game. Build towers to attack incoming enemies and stop them from getting past your defenses. Since that time there has been little dramatic change, although there have been various improvements to the compaction mechanisms to improve payload. The 1970s also saw the introduction of smaller dumpsters, often known as wheelie bins, which were also emptied mechanically. They didn't become common until the 1970s. In 1955 the Dempster Dumpmaster, the first front loader, was introduced. This was made possible by use of a hydraulic press which periodically compacted the contents of the truck. The first compactor could double a truck's capacity. In 1938, the Garwood Load Packer revolutionized the industry when including a compactor in the truck was implemented. His containers were known as Dumpsters, which led to the word dumpster entering the language. In 1937, George Dempster invented the Dempster-Dumpster system in which wheeled waste containers were mechanically tipped into the truck. It used a cable system that could pull waste into the truck. A more efficient model was the development of the hopper in 1929. The first technique developed in the late 1920s to solve this problem was to build round compartments with corkscrews that would lift the load and bring it away from the rear. The main difficulty was that the waste collectors needed to lift the waste to shoulder height. These covered trucks were first introduced in more densely populated Europe and then in North America, but were soon used worldwide. The 1920s saw the first open-topped trucks being used, but due to foul odors and waste falling from the back, covered vehicles soon became more common. Among the first self-propelled garbage trucks were those ordered by Chiswick District Council from the Thornycroft Steam Wagon and Carriage Company in 1897 described as a steam motor tip-car, a new design of body specific for "the collection of dust and house refuse". Wagons and other means had been used for centuries to haul away solid waste. History Thornycroft Steam Dust-Cart of 1897 with tipper body These trucks are a common sight in most urban areas. Technical names include waste collection vehicle and refuse collection vehicle (RCV). Other common names for this type of truck include trash truck in the United States, and refuse truck, dustcart, junk truck, bin wagon or bin van elsewhere. dustbin lorry or bin lorry is commonly used. In Australia they are commonly called rubbish trucks, or garbage trucks, while in the U.K. A Scania front loaderĪ garbage truck is a truck specially designed to collect municipal solid waste and transport it to a solid waste treatment facility, such as a landfill, recycling center or transfer station. For the Netflix streaming television series, see Trash Truck (TV series). As Trotz said, "we get to showcase this wonderful city and franchise to the rest of the world."įor a complete list of the winners and voting results at the 2023 NHL Awards, click here. With dozens of celebrities from every facet of entertainment under one roof for the 2023 NHL Awards, the real star of the show was SMASHVILLE itself. As he took the stage to present the award to Boston's Linus Ullmark, Rinne was greeted by a standing ovation and chants of "Pekka! Pekka! Pekka!" from the home crowd. Legendary Preds goalie Pekka Rinne, whom Trotz announced earlier in the day would be joining the organization as a European Development Coach and Scout, also returned to his hockey home on Monday night to present the Vezina Trophy to the League's best goaltender - a trophy he himself won in 2017-18. Poile's successor, incoming GM Barry Trotz, took the stage later in the evening to present the Jack Adams Award honoring the League's best coach to Boston's Jim Montgomery. "We wish to thank you, David, and Nashville Predators for your compassion and leadership." "For myself, the students and staff of The Covenant School, the families that are here with us tonight, the entire community," said Gatlin. used to say that a situation is very good or lucky, or becomes completely right in order for something to happen: The stars aligned when they met and fell in love. Jeff Mathes and Michael Collazo, the Metro Nashville police officers who helped stop the mass shooting at The Covenant School in Nashville in March, joined Poile on stage along with Ben Gatlin, a teacher at the school. Tasked with presenting Calgary's Mikael Backlund with the King Clancy Memorial Trophy, the NHL's top honor for community service, Poile took the opportunity to recognize some heroes in the Nashville community. I want it right now, lil bitch, you know Im ready (Go, yeah) My flag the same color. I wont take my time, lil bitch, you know Im ready. Poile thanked the Preds faithful for helping to "turn Nashville into SMASHVILLE" in the 25 years since he arrived as the franchise's first and only GM. When the stars align, lil bitch, you better be ready. The League honored Poile with remarks from NHL Commissioner Gary Bettman and a special video tribute celebrating his storied career. One of the biggest stars of this year's event was Preds General Manager/Director of Hockey Operations David Poile, who will retire from the position on June 30 as the longest-tenured and winningest GM in NHL history. Tweet from It���s a star-studded night in Smashville □ /q2dx14g6ySīrett Kissel, MacKenzie Porter and Alana Springsteen shared the stage with John Bohlinger and his house band JB and the Lady Byngs, and TNT analysts Paul Bissonnette and Liam McHugh and Sportsnet's Elliotte Friedman provided live commentary from the stage throughout the show. My specialities include weddings, elopements, intimate gatherings, events, and subscriptions.In addition to the NHL superstars nominated for the league's highest honors, host Dierks Bentley and his hockey-playing son, Knox, were joined by big-name presenters including Hockey Hall of Famers Willie O'Ree and Mark Messier, country music artists Jessie James Decker, LOCASH, Dustin Lynch, Trevor Rosen (Old Dominion), Darius Rucker, Jelly Roll and Trisha Yearwood, Olympic medalist Sarah Nurse, Predators General Manager David Poile, local comedian Nate Bargatze, WWE Superstar Sheamus and broadcasters David Amber, Caroline Cameron and Anson Carter. The best part of this job for me is bringing joy and comfort to others during the most pivotal moments of their lives. Over the years, I’ve been apart of many floral families, garnering knowledge and experience in my craft. What does stars are aligned expression mean Definitions by the largest Idiom Dictionary. I’ve devoted my life’s work to realizing this vision and my hope is to inspire you to cherish our natural world and the flowers that inherit it. Definition of stars are aligned in the Idioms Dictionary. A flame of passion grew inside of me and I quickly discovered that this was something that I could do forever. I started my floral journey in 2009 when a local flower shop allowed me the opportunity to intern with them and learn how universally impactful flowers can be. As your designer, I will work closely with you to communicate your love through thoughtfully curated floral creations. In truth, every celebration should mirror the love you share with loved ones. I am attracted to the beauty of flowers and how they seem to transform environments and people in an innate way. I think we, as humans, belong to nature, which is why we feel peace and intimacy when are in its proximity. From childhood and into adulthood, I have been fascinated with our living world. With Advanced Uninstaller PRO, you have all the tools you need to uninstall programs, speed up and fix your PC, protect your privacy, remove lots of annoying plugins, toolbars and browser hijackers that other cleaning tools don’t detect and remove. Internet Explorer 8, Mozilla Firefox 3 and Google Chrome are now fully supported. It can also defend your right to privacy by shredding the files and folders you choose in such a way that they won’t ever be recovered. Bulk Crap Uninstaller excels at deleting a good number of apps with very least to no user input. It is a free, open-source program management software that comes with full automated functionalities. The program can delete the web browsing and document opening history in many applications, so you can surf the Internet and open images, videos and any other file without worry. Next on our list of best uninstaller software for Windows PC is Bulk Crap Uninstaller. It also helps you free disk space by detecting and removing duplicate files and helping you turn on the Windows file compression if needed. From there you’ll get the location of Advanced Uninstaller Pro where it is installed by the Windows. Just right click on the Advanced Uninstaller Pro icon on the desktop and select properties. All software that gets installed on your PC, provides a shortcut icon on the Desktop window. Easy to read information and help is readily available throughout the program, guiding you every step of the way.Īdvanced Uninstaller PRO helps your PC run at its full speed by taking good care of the Windows registry and services. Advanced Uninstaller Pro file location in Windows 7,8 and 10. Third-Party Uninstallers Revo Uninstaller Recommended by Our Editors IObit Uninstaller Ashampoo UnInstaller Dig Deeper With Related Stories PCMag Stories. The program is especially designed to be very clear, fast, pleasant and intuitive. Advanced Uninstaller PRO Paid Proprietary Windows Online Advanced Uninstaller PRO is a fast processing program that helps users to remove irrelevant utilities or files by cleaning the PC from irrelevant items as smart working functionality. It can repair broken registry entries, clean non-functional Start Menu shortcuts, uninstall annoying browser toolbars, plugins and hijackers, remove fonts and get rid of startup programs that run in your system tray and slow down your computer. Advanced Uninstaller PRO is able to uninstall any program without a trace.Īdvanced Uninstaller PRO can also remove a lot of items that other uninstallers can’t even touch. No need to worry about stubborn programs ever again!Īdvanced Uninstaller PRO features and the Installation Monitor keep track of all changes performed to your computer during software installations this way you can later completely uninstall any program and make sure nothing is left behind. Advanced Uninstaller PRO is the ultimate uninstaller for Windows, allowing you to uninstall programs quickly and completely using its simple and intuitive interface. This sailing trip can also be booked on a private basis – please contact is for price and availability. This Paros and Small Cyclades sailing trip will give you an unforgettable day on the ocean! The uninhabited island of Despotiko was a historical hot spot – it is home to the ruins of one of the largest shrines to the ancient gods Apollo, Artemis and Hestia. Its unique sights will capture the imagination of the travellers. Its territory is 160 square mile s altogether. On your return sail late in the afternoon, you will explore the lacy coastline of south Naxos or sail close by the coasts of Antiparos or Despotiko. Duration nights Types Search Home » Milos sailing and catamaran tours: breathtaking adventures on the Greek archipelago Milos is located in the southern region of the Aegean Sea and is a member of the Cyclades archipelago. While you enjoy swimming your dedicated crew has prepared a delicious light lunch made from local, fresh ingredients, ready for you to enjoy.ĭuring the afternoon relax on deck and take in the sun as you sail the beautiful turquoise waters. As you stop close to shore you’ll notice small coves and secluded beaches, which you can swim to and explore at your leisure. Next on your sail, you’ll come to the little islands rightfully called “little pieces of paradise”. The best present you can offer your friends, family and yourself during your vacation in Paros is joining Salty Cruises. On the way to Iraklia, an unspoiled wild island, you’ll have the chance to dive in and snorkel around a plane wreck from WWII, now teeming with marine wildlife in the still visible remains of the plane. Get ready to embark from the beach of Piso Livadi and set on a full-day sailing experience that will take you to some of the most iconic Cycladic destinations. This day is packed with as much swimming, adventure, and relaxation as you want - with a delicious spread of meze dishes and wine to enjoy on deck in the sunshine. With Paros as your base, embark from Piso Livadi and get ready for a day of the most impressive seascapes of the Cycladic region. Take the amazing opportunity to explore the coasts of Paros and the Small Cyclades from a different perspective while sailing the blue waters of the Aegean. Have any readers purchased a new Fitbit Ionic? I am interested in hearing about your experiences and any tips you may have for the rest of us too. Simply hold down the left and bottom right buttons together and after a few seconds you should see the Fitbit logo appear on the watch. Restart your Ionic: Given that the Ionic is new and not everything is running smoothly, you should know how to reboot the Ionic.Arrange the exercise shortcuts to match your needs: Rather than scrolling through a long list of exercise screen on the Ionic that you never or rarely use, customize these selected excercise in the smartphone app and then organize them so your most used appears first.I place my most used four app icons on the first swipe to the left. Reorganize apps on the Ionic: Simply tap, hold, and then move the app icon around to optimize the location for your usage.You can setup auto recognized exercises for a number of activities and even customize how long you need to be participating in that activity for it to count. Customize auto recognition: I mentioned that my walks are automatically tracked when I walk to and from the train.Tapping on the gear icon gives you the ability to change colors, select the types of data you want to view, and more. Customize watch faces: Make sure to look for the gear icon when choosing a watch face on the smartphone Fitbit app.You should also be able to control music with a Bluetooth headset, but it's nice to know there are controls on the Ionic as well. I read through the reviewer's guide and found that you have to press and hold the top right button to access music controls during an exercise. Control music while exercising: While running the first couple of times I could not find any way to control the music playback on the Ionic.Since I've been using the Ionic longer than those who just purchased one last week, here are a few things I have learned along the way. I plan to try out one of the $29.99 optional sport bands next. The Horween leather band is fantastic and has gotten softer over the month, but the included band is not great. The holes in the strap don't seem to exactly line up with the buckle so I either have to make it a bit tighter or looser. The rubber is too stiff and not very comfortable for wearing over the long term. I missed talking about the details of the included elastomer band in my full review, but I've come to only wearing it when I run. Many companies make the mistake of overinvesting in humdrum transactions but fail to differentiate themselves in the customer experiences that really matter.Ī North American bank found equally powerful evidence of the link between customer loyalty and value creation when it set out to explain striking differences in the performance of its branches-a more than 50 percent gap between the best and the worst as measured by share of wallet and customer retention. By contrast, humdrum transactions (such as buying traveler ’s checks) generally don ’t offer the same opportunity to create an emotional bond with the customer. These moments often occur when the customer has a problem (such as a hold on a check or a need for a quick answer on a loan) or receives financial advice, either good or bad (Exhibit 1). McKinsey research on the customer experience in the United States arrived at the same conclusions. Marc Beaujean, Vincent Cremers, and Francisco Pedro Goncalves Pereira, “How Europe’s banks can profit from loyal customers,” The McKinsey Quarterly, Web exclusive, November 2005. McKinsey research in Belgium, Germany, and Italy recently identified the critical moments for customers as well as the prize awaiting banks that respond appropriately to them. What is the link between emotionally charged moments of truth and the purchase decisions of customers? The experience of the retail-banking industry is instructive. By supporting and developing the frontline emotional intelligence of its employees, it can ensure that more of those moments have a positive outcome. In any industry that offers a service (or sells a product with an “embedded ” service element), there are moments when the long-term relationship between a business and its customers can change significantly-for better or for worse. These missteps make it hard to foster appropriate behavior, to enhance the intrinsic emotional intelligence of employees, and to extend across the whole front-line network the excellence of exemplary individuals, branches, and offices.ĭuring our work with companies, we have found a number of practical ways for them to overcome these challenges. Others mistakenly try to script what are by definition spontaneous events, thereby removing authenticity and empathy from the customer experience. Some wrongly assume that the quality of emotional responses-what the author Daniel Goleman famously called “EQ, ” or “emotional intelligence ” 2-is so deeply programmed at birth or in childhood that it is impossible to influence. Superb handling of these moments requires an instinctive frontline response that puts the customer ’s emotional needs ahead of the company ’s and the employee ’s agendas.Įxecutives typically struggle to transform the way a company responds to its customers. That spark and the emotionally driven behavior that creates it explain how great customer service companies earn trust and loyalty during “moments of truth ”: those few interactions (for instance, a lost credit card, a canceled flight, a damaged piece of clothing, or investment advice) when customers invest a high amount of emotional energy in the outcome. What ’s regularly missing, in our experience, is the spark between the customer and frontline staff members-the spark that helps transform wary or skeptical people into strong and committed brand followers. William Bard, Jessica Harrington, Erin Kinikin, and John Ragsdale, Evaluation of Top Enterprise CRM Software Vendors Across 177 Criteria, Forrester Research, 2005. According to Forrester research, only 10 percent of business and IT executives surveyed strongly agreed that business results anticipated from implementing CRM were met or exceeded. We believe that many businesses are falling short.Īlthough companies are investing record amounts of money in traditional loyalty programs, in customer-relationship-management (CRM) technology, and in general service-quality improvements, most of these initiatives end in disappointment. The success of this strategy ultimately depends on expanding the breadth and depth of customer relationships and on translating the resulting loyalty into higher sales of goods and services, as well as a healthier bottom line. As many academic studies have noted, the costs of doing so tend to be much lower than those of acquiring new ones. In recent years, mature companies with far-flung networks of frontline sales staff-banks, retailers, airlines, and incumbent telecom providers, for example-have devoted a great deal of money and effort to retaining their current customers. |
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