Shaun Belding

5 Principles for Leading Teams

One of my favorite chapters to write in The Journey to WOW was the one on the role of leadership. The analogy between leading a successful team and growing a successful crop puts a lot of things into perspective.Here are the five principles of leadersh...

Outstanding Customer Service Starts With A Blink

I was checking into a hotel recently when I had one of those “aha” customer service experiences. The woman behind the check-in counter had her head down, looking at something on her screen, as I approached with my luggage rumbling behind me. Her head ...

Only 25% of Companies Have Success With Customer Experience. Pity.

The argument for improving our customers’ experience is irrefutable, and the positive data on the ROI keeps pouring in. A recent study by CustomerThink, however, reveals that only 25% of companies are actually getting significant traction from thei...

100+ Examples of How Customer Service Pays Off

I just came back from a month in Fuengirola, Spain, a fishing village-turned-tourist-destination in Costa del Sol. Fuengirola features seven kilometers of beautiful golden beaches along the Mediterranean, and an endless procession of restaurants, café...

Customer Journey Part 3: Seasonal Service Disorder

This is the third installment of a month-long customer journey, where I will be reviewing the myriad of interactions that contribute to a customer’s overall experience. You can see the previous posts here: Outstanding Customer Journeys Begin With Co...

Customer Service in Planes, Trains & Automobiles

This is the second installment of a month-long customer journey, where I will be reviewing the myriad of interactions that contribute to a customer’s overall experience. You can see the previous posts here: Outstanding Customer Journeys Begin With C...

Customer Journey Part 1: Air Canada Inconsistency & A Creepy Robot

This is the first installment of a month-long customer journey, where I will be reviewing the myriad of interactions that contribute to a customer’s overall experience. Why am I doing this? The explanation is in the first post here. Air Canada B...

The Top 10 BAD Customer Service Stories of 2018!

Here are the top 10 BAD Customer Service stories from 2018! In December, we released our Ten Best Customer Service Experiences of 2018. Today we look at the world of bad customer service – and the top ten bad customer service experiences of 2018. A…

The Top 10 WOW Customer Service Stories of 2018

Here are the top 10 WOW Customer Service stories from 2018 Every year we keep our eyes open for the top 10 customer service stories that reflect the very best of organizations and their employees. As with other years, 2018 produced some truly great e...

Excerpt #1 from The Journey to WOW: The Customer Experience Attitude

Excerpt #1 from The Journey to WOW, a customer experience book by Shaun Belding Author’s Note: When writing The Journey to WOW, I tried to create a story that would be meaningful for everyone involved in creating a customer-focused organization. This...

One Rare Customer Service Skill That Will Set You Apart

We all know how much of a difference that finely-honed customer service skill makes. They help to create relationships and, as we discussed in the last Winning At Work, it is the relationships we build, not the transactions we make that create real c...

The Top Six Worst Customer Service Stories Of 2017

Recently, we took a look at the top ten outstanding customer service experiences of 2017. This post takes a look at the top six worst customer experiences of 2017. “Why not ten,” you might ask?  Good question. 2017: The Year Of Being Offended T...

Top 10 WOW Customer Service Stories From 2017

Here are the top 10 WOW Customer Service stories from 2017. With 2017 drawing to a close, we’ve gone through our notes to find what we felt were the top 10 Wow customer service stories of the year.  It was a big task – there...

Alibaba Customer Experience: A Study In How NOT To Do It

Customer experience is a combination of things – people, policies, processes and practices – that all work together to send the message to customers that a company cares.  When they are all in harmony, the customer feels valued to even the largest of companies. Most...

Do Chatbots Actually Improve Either Customer Service Or The Bottom Line?

Here we go again. I have a vivid memory my first encounter with an IVR.  It was Bell Canada’s “Emily.”  It was as close as I’ve ever come to actually throwing a phone against a wall. When Is “Customer Service” NOT Customer Service It was…

United Airlines Appears Committed To Bad Customer Experience

It can’t be accidental.  There is no way that a company as large as United Airlines can continue to flagrantly abuse its customers by accident.  The only explanation is that it is part of some clandestine mission or vision statement.  Perhaps they have discovered that continued negative...

What Outstanding Customer Service Leaders Do Differently – Part 1

When you look closely at truly outstanding customer service leaders, you will find that there are two common and powerful practices they all share.  These are absolute must-haves if you want to create a high-functioning team that is inspired, engaged and absolutely focused on...

The Single Most Important Customer Service Skill You Can Have

What is the most important customer service skill one can have?  The answer might surprise you. What is the most important customer service skill you can have?  There are a lot of skills and behaviours to choose from – Asking questions, active listening, using positive language,...

Customer Loyalty Comes From These Three Things

There are two common beliefs about customer loyalty.  The first is that loyal customers are important to a business.  The second is that loyalty, in today’s world, is pretty much dead.  The first is true.  Loyal customers are indeed more profitable, talk about you...

Amazing Customer Service Demonstration From ASOS

What is amazing customer service?  What is the ROI?   Here’s an outstanding example from a customer service employee of the online British fashion retailer ASOS. The customer was Jay Whalley, a DJ and big Eminem fan.  He had messaged on their Facebook page to enquire on the status of...

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