My credit card recently expired, which meant updating accounts such as Netflix, cable, etc. where the card was used for automatic payment.
It was a strangely inconsistent process from company to company.
My cable company's website wasn't working, ...
The new executive looked with dismay at the list of strategic goals the CEO had shared. They were designed to help the organization create a service culture, yet she knew the list was not very strategic nor did it contain actual goals.
One goal wa...
I distinctly remember the first time I apologized on behalf of America.
It was 1995 and I was living in Dublin, Ireland. I wandered into a gift shop near Grafton street to purchase some Waterford crystal to send home to my mom.
As I walked around ...
Sharing information with non-desk employees is a challenge in customer service.
These are employees who don't sit at a desk in front of a computer to do their job. They may not even have a set work station and often don't have access to comp...
A few years ago, I was having a conversation with the CEO of a small local credit union. The credit union had hired me to conduct a customer service assessment and I had asked him about his vision for serving credit union members in the future.
There's a long-running debate about customer service survey rating scales.
Some people think they should be even, such as a survey that asks customers to rate their satisfaction on a scale of 1-4.
Others think survey scales should be odd, making ...
Bryce (not his real name) dreaded coming to work.
A regular customer frequently complimented Bryce on his appearance and made sexually suggestive comments. It made Bryce feel so uncomfortable he went to his manager for help.
Bryce's manager was unsymp...
Part practice handbook, part novel, part therapy, Customer what? is a practical guide to creating, and sustaining, the focus on customer experience to create value in the long term. The book is divided into four sections – each contains an overview of what needs doing; a set of practical activities
Collect and act on NPS-powered customer feedback in real time to deliver amazing customer experiences at every brand touchpoint. By closing the customer feedback loop with NPS, you will grow revenue, retain more customers, and evolve your business in the process. Try it free.
The quality of a customer care strategy can make or break a company. Simply resolving a customer service issue or complaint is no longer enough, there is always room for improvement. Download this ebook to learn the 4 steps that address the major points you need to consider when building a customer care roadmap.
Register for the workshop before May 31st and get 6 online CX courses to round out your training package! Differentiate your organization with CX strategies and practices taught live with interim-CEO of CXPA, Diane Magers, and founder/CEO of CX University, Mohamed Latib. Join in Philadelphia or Long Beach next month.
Integrating CSAT data with Salesforce takes the guesswork out of customer experience management. You can measure service quality across channels, understand the impact of each customer touchpoint, and develop processes to close the loop faster and more effectively. Read this guide to learn how.
This important eBook covers eight components of an effective L2R Machine including branding, sales models, offers, content, technology and KPIs – all designed to generate more leads and revenue and build greater company value. You will learn how each of the eight components supports the overall L2R machine.