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A Customer Service Rock Star!
Today we are pleased to feature another post by guest blogger Sarah Simon. Sarah shares a recent experience with Home Depot to showcase how a potential customer service disaster can be transformed...
View Article7 Essentials for Your Customer Service Initiative
Recently, one of our long-time professional friends asked us for guidance and suggestions about a customer service initiative which had been rolled out the previous year throughout his organization....
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Is Your Customer Service Experience a Long Line to Customer Loyalty?
I happened upon this marvelous animation and wanted to share its fantastic portrayal of the frustrating customer service experience. We’ve all had little red bear’s customer service experience. Is it...
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Behavior: The First Mile of the Exceptional Customer Experience
I recently attended the CXPA Members Insight Exchange in San Diego. It was an excellent conference with well over 100 customer experience professionals in attendance. The presentations about creating...
View ArticleMotivating Your Customer Service Team
Effective customer service leadership requires setting high standards and expectations for your customer service team and then doing what it takes to help them get there. In this video blog, Jack...
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Engrain Your Brand Vision in Your People & Excellent Customer Service Will...
Any customer experience may be so typical that sometimes you don’t even notice it anymore. You walk into a retail outlet, a fast food restaurant or a convenience store and the person serving you looks...
View ArticleThe Power of Silence in Sales & Customer Service
One of the most underrated but effective tools in sales and customer service communications is silence. Customers and prospects often buy and act on emotion and justify with logic, but they also make...
View ArticleSincerity – What Role Does it Play in an Excellent Customer Experience?
What role does sincerity play in customer service and in creating the optimal excellent customer experience? Aside from being sincere, it is critical that customer service providers demonstrate their...
View ArticleThe Winning Mindset for Call Center Management
Ok, so you are extremely busy, moving from one meeting to another, from one project to another, checking on the status of this system and that process. You have barely had a chance to breathe...
View ArticleThe Temptation of a Customer-Centric Organization: Cutting a Corner (Just One)
Business is great! Things are running smoothly. Production and service levels are high, expenses are under control, working capital is healthy and cash is flowing. You’re meeting customer...
View ArticleCustomer Service Skills & Your Team
When it comes to great customer service or sales and the performance of your team, it’s often the little things that can make a big difference in the outcome with a customer or prospect. Sometimes all...
View ArticleNet Promoter Score – Nothin’ But Net!
Another season of March Madness is upon us! For the next three weeks, sports fans throughout the United States will be tuned into the NCAA Men’s Basketball Championship Tournament and basketball fever...
View ArticleExcellent Customer Experience: It’s More Than Just a Good Sandwich
“People may not remember exactly what you did, or what you said, but they will ALWAYS remember how you made them feel.” I don’t recall who first said this, but it really resonates with me. And I...
View ArticlePlaying Only to Net Promoter Score (NPS) Promoters: Good Business or Risky...
Recently, I came across an interview of Rob Markey, co-author of the Ultimate Question 2.0, about the current state of the Net Promoter Score movement. The interviewer, Peter Fader, is the co-director...
View ArticleAvoid the Pitfalls of Perceptions & Assumptions in Customer Service...
During customer service interactions, it is easy, natural and often tempting for even the most well-intentioned customer service providers to quickly develop perceptions and make assumptions about a...
View ArticleEmotion Anyone? What Great Customer Experience & Tennis May Have in Common
I made what I think is an observation about an unusual difference between men and women today while I was on the tennis court. That’s right, the tennis court. About four years ago, I began my tennis...
View ArticleHow to Tell a Customer No: A Customer Service Skill
Having to say “no” to a customer can be a difficult pill to swallow at times, especially when you empathize with the customer’s problem or issue, and you would like to say “yes”, but company policy...
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Is Personal Customer Service Dead?
Maybe I am just getting older (I am forever 29), but I miss the personal service that used to be inherent in the customer experience. I can’t say from a former era because it’s really not that long...
View ArticleHow to Create a Customer-Centric Organization
The goal of any professional sports team is always to win the ultimate prize. As many of us saw this past weekend, in American football, the ultimate prize is the Super Bowl. In European football,...
View ArticleThe New Customer Service Conversation
If your current Customer Service Experience is not creating Loyal Customers, then the interaction itself must fundamentally change. Improving your Customer Experience and driving Customer Loyalty...
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