John Goodman: Taking Customer Service from Tactical to Strategic

6 Actions to Deliver a Great Self-Service Experience

The covid pandemic produced a strong move to self-service while still maintaining phone access for more complex issues. However, the results have not always been positive. In his Washington Post Magazine column, “Your Call Is Unimportant To Us,” Gene Weingarten noted that, “the delay...

Five Ways to Create Delight on the Cheap, Digitally and Profitably

I recently visited two clients who established a Customer Service Departmental goal of “always exceeding customer expectations.” One of the companies even instructed the front line customer service representative (CSR) to end the call or email with, in part, “I hope I have exceeded...

Stop the Annual Do-You-Love-Us Survey: 16 Tactical Best Practices for Survey Execution

The annual relationship survey is dreaded in many companies by both executives and customers. In moments of candor, descriptions of “waste of time, puts me to sleep, nothing new, and fails to move the needle” are used. However, some companies are continually improving and...

How to Get Executives to Support CX Improvements? Appeal to Greed

Why is it so hard to get CX initiatives funded? Bob Thompson, CEO of CustomerThink.com, recently related to me that his conversations with customer experience (CX) execs are rife with concerns about the lack of genuine top management support and unwillingness to fund CX initiatives....

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