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Sleepy Guy’s Excellent Customer Experience Adventure
OK, I’m all about true confessions. I’ve already admitted in prior blog posts my addiction to The Voice and that I play tennis with some gentlemen twice my age; now I have yet another tidbit to share...
View ArticleA New Customer Service Conversation Builds Brand & Customer Loyalty
Companies face tough customer service issues – how to sync their systems and processes to the whole idea of customer and brand loyalty, what to do to light a fire in their own employees to care about...
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It’s Emotional! Customer Emotions Drive NPS
It’s Emotional! Net Promoter Score is an emotional score. Whether or not a person recommends a product, service or company to his family or friends is an emotional decision. I believe there are three...
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Only Precise Front-Line Behaviors Will Deliver Brand Promise
What is your brand behavior? The right offer to the right customer is not enough. When the offer is acted upon, the right behavior must also be in place to support the brand and the brand promise....
View ArticleSocial Media & Excellent Customer Service – It’s Social!
Excellent customer service is now and always has been Social Media. The difference between now and then is that the speed, depth and breadth of communications has put a lot more power in the customer’s...
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Get Them to “Feel the Love” – Customer Emotional Needs Generate Customer Loyalty
A very nice article here, Mr. Lieu – like versus love is an excellent analogy. The difference between like and love is found in their emotional foundations. We have found that in order to create...
View ArticleThe Wise CEO & the Human Dimension – What Creates the Final Score?
In the present confusing and conflicted global market environment, pressures and challenges intensify on today’s CEOs to deliver short-term results without losing sight of long-term goals and plans or...
View ArticleCustomer Loyalty – Convenience or Emotional?
The word loyalty is thrown around quite a bit inside the customer service world today. Numerous books and scores of articles have been written and blogs posted about the importance and relevance of...
View ArticleDriving NPS – The Three “Must-Dos”
We enjoy working with companies that use a robust NPS measuring system. When measured effectively, NPS can give a company quick feedback on initiatives designed to improve customer loyalty. Today’s...
View ArticleDriving Net Promoter Score & Brand Loyalty: Is It the Car or the Driver that...
We are not Formula One racing experts, nor are we really even fans of the sport, but we are aware of the long-standing debate in the racing community among experts and fans about whether it’s the car...
View ArticleIncrease Customer Retention: Don’t Send Them to the “Re-Tension” Queue!
Re-Tension: A second phase of tension that a company quickly creates for a customer who has finally decided to eliminate the first phase of tension that builds up slowly in that customer due to the...
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Deconstructing the Screams – The Emotional Component of Customer Service Skills
A few days ago, I was drinking my morning coffee, skimming through my internet news updates when two headlines struck me – “Temper Tantrum Study: Children’s Episodes Involve Intertwined Feelings Of...
View ArticleCall Center Agents are Your Brand! Call Center Identity Crisis (Part 2)
In today’s wired world the demand for excellent customer service is ever increasing. Customers have a louder voice today than they ever have. One poor interaction with a customer can create a ripple...
View Article3 Resolutions for Excellent Customer Service in 2012
Well, the ribbons are barely off the holiday packages and we are still digesting the last of the figgy pudding, so that means it must be time for us to fill the air with lots of resolutions for 2012....
View ArticleNavigating the Customer Loyalty Highway: Avoiding a Crash from Negative...
Customer experience research from the Customer Contact Council tells us that reducing customer effort is a critical component in building customer loyalty. The more actual, or even perceived, effort...
View ArticleTop 10 Ways to Build a Customer-Centric Organization & Profitable Business
Satisfied customers aren’t enough. To drive profitability you must generate customer loyalty and orient your entire organization around that mission. Real customer loyalty is not a short-term...
View ArticleIs the Customer Service Experience You Create Typical or Transformational?
I recently had to call my Internet provider because my monthly bill had gone up unexpectedly by around 20%. I remember being particularly busy that day with work and other responsibilities, but I...
View ArticleHow to Motivate Your Customer Service Agents
Our front-line customer service agents are the heart and soul of our customer service operations. After all, the customer service agents are the ones who actually interact with our customers, day in...
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What is Customer Loyalty? It Doesn’t Always Add Up
My youngest son, Jeffrey, was never very good at math. He struggled from the earliest 3 and 4 times tables and could never find his comfort level after that. It wasn’t for lack of trying (well, maybe...
View ArticleCustomer Satisfaction Can Still Be Satisfying, Even When It’s Not Enough
I have read several blogs and articles lately that seem to be into dissing customer satisfaction as a legitimate call service center metric. Some of the authors of these articles go to great lengths...
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Sustaining Customer Loyalty: Do You Think You Can?
I am sure you remember the children’s story The Little Engine That Could. The tough little blue engine just doesn’t quit. He sees the hill in front of him, musters the courage to tackle it and begins...
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...
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,...
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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 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...
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 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 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 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 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 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 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 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 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 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...
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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 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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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...
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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...
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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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...
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