Steve DiGioia

Leadership Series: Nate Brown

The online customer service community is large but very close-knit and engaged. Last year, I had the pleasure of connecting with Nate Brown. He’s one of the nicest and most helpful people you can ever find. Nate is the Co-founder of CX Accelerator. Whi...

How to Stop Being Afraid of Change

This original article was written by Steve DiGioia.

Time after time we hear a friend or coworker say, “I don’t like change”. This is the rebuttal (or excuse) of someone who likes things the way they are. I say they’re just unwilling to improve, or at least TRY something that may enhance their present way of doing things. But, why are people afraid […]

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Do We Really Have to Tip for This?

I don’t like seeing tip cups on store counters in coffee shops. Some think it’s tacky, but others think it’s perfectly justified. What about you? Why should I tip someone for making me a cup of coffee? I don’t tip my dry cleaner who cleaned and pressed...

The Best Companies Hire These 3 Positions

…plus my 8 steps to great service..

This original article was written by Steve DiGioia.

We must all be Service Ambassadors. But too many companies think only a specific department is the “service department” and that’s where they focus their customer service training dollars. New hires are trained, coached, and instructed on the nuances of the business. For example: they’re taught when the business started and by whom, what products […]

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The 9 Best Ways to Win Back an Upset Customer

...when you have a love of service, it's not that hard to do..

This original article was written by Steve DiGioia.

Many service providers have lost sight of what really matters. It’s not the ROI, the seamless journey between touchpoints, or even the capacity to personalize the product or service we offer. It’s the ability to sustain relationships that will enable long-term viability and growth. Case in point… I was standing outside our hotel restaurant one […]

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Leadership Series: Ron Kaufman

...the world's #1 customer service Global Guru..

This original article was written by Steve DiGioia.

Ron Kaufman is the world’s leading educator and motivator for uplifting customer service and culture, and the author of the book, Uplifting Service, plus fifteen other books on service, business, and inspiration. Ron is rated one of the world’s top twenty-five “Hot Speakers” by Speaker Magazine for his high energy and high content presentations. He […]

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Do This Instead of Worrying About a Good NPS Score

...does your Net Promoter Score tell you enough to make a difference?.

This original article was written by Steve DiGioia.

Net Promoter Score®, or NPS, measures customer experience and predicts business growth. This proven metric transformed the business world and now provides the core measurement for customer experience management programs around the world. But we should do this instead of worrying about a good NPS score. What should we do? I’ll get to that in […]

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How to Send the Message That You Care to be Your Best Every Day

...can a crooked sign ruin your business?.

This original article was written by Steve DiGioia.

You have a great product, so that’s done. Next comes finding the perfect location to set up shop and after almost a year you’re finished. Now, you’re finally open and business is flowing. All is well – but is it? Sure, you had to get over a few hurdles and you corrected some mistakes but […]

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Leadership Series: Dan Gingiss

...author and co-host of the Experience This! podcast..

This original article was written by Steve DiGioia.

Dan’s 20-year career has consistently focused on delighting customers, spanning multiple disciplines including social media, customer service, marketing, and digital customer experience. He is currently Vice President of the Strategic Group at Persado, a marketing AI company. Dan is the author of the book, Winning at Social Customer Care: How Top Brands Create Engaging Experiences […]

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4 Ways to Stop Being a Business of No

You took out a big loan to open your business; maybe even got a second mortgage on your home. Then, product and supplies were ordered on credit cards. You even convinced your spouse and kids to work there because there’s no money left for payroll. But ...

9 Ways to be a Never-Ending Student of Service

…because sometimes we forget the customer is king..

This original article was written by Steve DiGioia.

When we become the boss we automatically think we’re a leader. Then we do “leadership-type” things. With leadership, comes a certain removal from the day-to-day machinations of the business. That’s ok because we couldn’t wait to become “the leader” so we can earn a bigger paycheck or have more power and prestige within the organization. […]

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Are You Looking to Upset Your Customer?

...because one size doesn't fit all..

This original article was written by Steve DiGioia.

I’m easy to please, at least I think so; and I’m not high-maintenance. I don’t have unreasonable requests, and I understand things don’t always go as planned. I’m flexible and adaptable. I wish more people were like that too (boy, I’ve dealt with some crazies over the years…). As a related thought, read about my […]

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Can You Imagine the Outcry if a Retail Business Did This?

The Wall Street Journal, in business since July 8, 1889, when their first issue was published, is the leader in a long line of online newspapers that have added a new word to our vocabulary; “paywall”. A paywall is a “method of restricting access to on...

Leadership Series: Rupesh Patel

Rupesh Patel, hotel owner and founder of SmartGuests.com, a U.S. based company helps businesses like yours improve guest interactions by implementing customer service training, strategies, and marketing tools. His hands-on experiences and creative idea...

Another Reason Why Japan’s Service is Hard to Beat

The West Japan Railway Company has issued an official apology after one of its express trains left the platform at Notogawa station in central Japan 25 seconds early. Yes, you read that correctly; 25 seconds early. The commuter train left at 7:11:35 a....

The Five Principles of Mars & How To Incorporate Them in Your Business

More than 100 years ago, a young Franklin C. Mars started making candies in his Tacoma, Washington kitchen. From that simple beginning, his son Forrest built Mars Inc. into the household name is today. Being well known for products such as Skittles, Sn...

Are You a Customer Service Hero, Villain or Problem Solver?

Ah, the life of a call center agent. A cushy job, right? You do nothing more than talk to customers on the phone and punch some information into a keypad. Sounds cool, sign me up! But wait a minute, there’s more…much more. You get to sit in a cramped c...

Leadership Series: Adrian Swinscoe

Adrian Swinscoe is a customer experience consultant and advisor and has been helping develop customer-focused large and small businesses for 20 years. He has consulted businesses around the world to help them engage with their customers, build customer...

Are You a Good Listener? Here’s How to Tell

Most people understand that in order to provide good customer service we must use one of our least appreciated soft skills – listening. Without being a good listener how can you ever “hear” your customer’s concerns, wants, needs or desires? You lose th...

Do You Have H.E.A.R.T. and Do You Use It Every Day?

Those of us in the customer service industry have much to deal with. Payroll, purchases, inventory, market share, etc. take a lion’s share of our daily tasks. But, there’s one thing I left out: the customers. No matter what we deal with we must also de...

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