Customer Service ...
Follow
Find
256 views | +1 today
 
Scooped by Mike Schoultz
onto Customer Service and Experience ... Making a Difference
Scoop.it!

The hidden leadership skill you can ignite today - Schaefer Marketing Solutions: We Help Businesses {grow}

The hidden leadership skill you can ignite today - Schaefer Marketing Solutions: We Help Businesses {grow} | Customer Service and Experience ... Making a Difference | Scoop.it
A story of a business lesson and a business skill you can use to ignite your business today
Mike Schoultz's insight:

If you display consistent passion and enthusiasm, everything else will follow.

more...
No comment yet.
Your new post is loading...
Your new post is loading...
Scooped by Mike Schoultz
Scoop.it!

From Abstract to Clarity – How to Win over Your Customer's Loyalty with Insights into Optimizing Their Experience

From Abstract to Clarity – How to Win over Your Customer's Loyalty with Insights into Optimizing Their Experience | Customer Service and Experience ... Making a Difference | Scoop.it
This is the age of the customer! And the number one reason customers leave a brand is due to poor customer experience. Being left behind is unappealing and can be costly for a brand. Most organizat...
Mike Schoultz's insight:

Organizations that invest and act on insights in the best interests of their customers will be equipped to maximize engagement and sales by offering products and content specifically tailored to what they know about each customer in terms of demographics, past buying behavior and current context.

more...
No comment yet.
Scooped by Mike Schoultz
Scoop.it!

Extraordinary Targeting from Generational Differences

Extraordinary Targeting from Generational Differences | Customer Service and Experience ... Making a Difference | Scoop.it
Marketing begins with knowing your customers well. Segmentation targeting by generational differences can be of particular significance in this regards.
Mike Schoultz's insight:

In engaging customers, acknowledge and appreciate differences. In moving forward, continue to develop your knowledge of each generation’s preferences.

more...
No comment yet.
Scooped by Mike Schoultz
Scoop.it!

Use Customer Insight for Remarkably Effective Adaptation

Use Customer Insight for Remarkably Effective Adaptation | Customer Service and Experience ... Making a Difference | Scoop.it
Searching for opportunities that arise from change? Customer insight is a great place to start. Insight analysis is a great way to improve your adaptation.
Mike Schoultz's insight:

Listen carefully not only to what they say, but how they say it because that gives the most important clues as to the effects we are having on our customers. Ask yourselves: Did we intend to create that effect? If not, what effect do we desire? How do we create that effect?

more...
No comment yet.
Scooped by Mike Schoultz
Scoop.it!

Are You Utilizing Next Generation Customer Service?

Are You Utilizing Next Generation Customer Service? | Customer Service and Experience ... Making a Difference | Scoop.it
Noticed how important customer service has become to your marketing? And the next generation customer service rules will only heighten this transition.
Mike Schoultz's insight:

What your customer perceives about your company is what determines whether they will stay with you. And their perception is built one contact at a time.

more...
No comment yet.
Scooped by Mike Schoultz
Scoop.it!

How Small Businesses Use Location Based Marketing

How Small Businesses Use Location Based Marketing | Customer Service and Experience ... Making a Difference | Scoop.it
Any statistics on mobile phones that don’t amaze you? More than 75% of smart phone users take advantage of location based marketing to gain information.
Mike Schoultz's insight:

 

These trends don’t necessarily negatively affect mobile apps. They just mean businesses need to continue evolving and improving with technology and the times.

more...
No comment yet.
Scooped by Mike Schoultz
Scoop.it!

The Secrets to Influencing Consumer Behavior

The Secrets to Influencing Consumer Behavior | Customer Service and Experience ... Making a Difference | Scoop.it
When was the last time you thought about influencing consumer behavior? Into changing opinions, and moving consumers to act? Check out these tips on how.
Mike Schoultz's insight:

The customer never buys what you think you sell.

– Peter Drucker

more...
No comment yet.
Scooped by Mike Schoultz
Scoop.it!

Teaching vs. Fishing: 3 Times We Skip the How-Tos in Customer Support

Teaching vs. Fishing: 3 Times We Skip the How-Tos in Customer Support | Customer Service and Experience ... Making a Difference | Scoop.it
Conventional wisdom says it’s better to teach someone how to fish than to hand over the fish. But in these 3 customer support moments, skip the lesson.
Mike Schoultz's insight:

Are you one who likes to push every button in order to find out what it does? If so, you probably would always rather learn the how, and the why, of every process. That’s why people start asking for help at an early age. And it turns out that is how we learned that we love helping. How about you?

more...
No comment yet.
Scooped by Mike Schoultz
Scoop.it!

How to Teach Your CRM to Think - and Learn from Big Data

How to Teach Your CRM to Think - and Learn from Big Data | Customer Service and Experience ... Making a Difference | Scoop.it
The problem with big data is, well, it’s big. Even with the best CRM to record and organize every interaction with your customer, if you don’t know how to leverage that data, you could risk damaging the customer experience, and leaving money on the table. But what if your CRM could take all of that data, extract exactly the information you need, and make recommendations to not only give the best possible solution to a service question, but empower sales staff to upsell and cross-sel Topic: Customer Experience.
Mike Schoultz's insight:

Even with the best CRM to record and organize every interaction with your customer, if you don’t know how to leverage that data, you could risk damaging the customer experience and missing valuable insights.

 

But what if your CRM could think? 

more...
No comment yet.
Scooped by Mike Schoultz
Scoop.it!

Stunning Examples of Customer Service Blunders

Stunning Examples of Customer Service Blunders | Customer Service and Experience ... Making a Difference | Scoop.it
What brands do with customer service is pretty amazingly stupid, isn’t it? How many times do you witness stunning examples of customer service blunders?
Mike Schoultz's insight:

There is no substitute for common sense, is there? And yet avoidance of these types of blunders takes constant vigilance.

more...
No comment yet.
Scooped by Mike Schoultz
Scoop.it!

CX Journey™: Have You Fixed Your Broken Windows?

CX Journey™: Have You Fixed Your Broken Windows? | Customer Service and Experience ... Making a Difference | Scoop.it
In today's post, I relate the Broken Windows Theory to customer experience. Important lesson: fix the small things - before they become big things.
Mike Schoultz's insight:

A customer-focused and customer-centric culture is really a series of little things, all done well, all done right. A series of little things, all done right, sounds like consistency to me. Consistency leads to trust. And trust is a crucial part of the relationship your customers have with you, and vice versa.


Interesting application of analogy, eh?

more...
No comment yet.
Scooped by Mike Schoultz
Scoop.it!

16 Tactics to Consider When Collecting Customer Insights

16 Tactics to Consider When Collecting Customer Insights | Customer Service and Experience ... Making a Difference | Scoop.it
Understanding why customers buy is certainly not easy, but important. You need to put these secrets of collecting customer insights to understand customers.
Mike Schoultz's insight:

Putting a priority on customer insight analysis? The information derived from customers is vital to continually improving your business. Yet many businesses either don’t put a priority on collecting inputs from their customers or don’t know how. 

more...
No comment yet.
Scooped by Mike Schoultz
Scoop.it!

Talking Happy: 10 Phrases That'll Make Your Customers Smile [SlideShare]

Talking Happy: 10 Phrases That'll Make Your Customers Smile [SlideShare] | Customer Service and Experience ... Making a Difference | Scoop.it
Learn how to turn negative phrases into positive ones with a few simple changes.
Mike Schoultz's insight:

Amazing what something as simple as a smile and positive attitude can do.

more...
No comment yet.
Scooped by Mike Schoultz
Scoop.it!

Why People Unfollow Brands on Social Media [Infographic]

Why People Unfollow Brands on Social Media [Infographic] | Customer Service and Experience ... Making a Difference | Scoop.it
Fractl and Buzzstream surveyed 900 social media users to find out why users unfollow, and what behaviors companies should avoid.
Mike Schoultz's insight:

21 percent of survey participants said they unfollow brands that post repetitive or boring content. 19 percent say they would unfollow a brand on Facebook if the brand posted too often – more than six times a day. Other activities that cause users to unfollow are offensive activity by brands, and content unrelated to the brand.

more...
No comment yet.
Scooped by Mike Schoultz
Scoop.it!

Remarkable Ideas on Earning Employee Trust

Remarkable Ideas on Earning Employee Trust | Customer Service and Experience ... Making a Difference | Scoop.it
Is excellent customer service a priority for your business? It is in most companies. Employee trust and empowerment is a key lynchpin for customer service.
Mike Schoultz's insight:

Remember, the more you engage with employees, the more you can build their trust, the better your understanding of their needs and from these insights the easier it is for you to improve your empowerment results.

more...
No comment yet.
Scooped by Mike Schoultz
Scoop.it!

Amazon to launch drive-up grocery stores: report

Amazon to launch drive-up grocery stores: report | Customer Service and Experience ... Making a Difference | Scoop.it
Amazon is the 800 pound gorilla of online retail, but that doesn't mean the company believes other channels have no value to its business.
Mike Schoultz's insight:

For Amazon, a standalone drive-up store would signal a new phase in the company’s evolving grocery ambitions. AmazonFresh, Amazon’s same- and next-day grocery delivery service, has been expanding into major metropolitan areas in recent years.

more...
No comment yet.
Scooped by Mike Schoultz
Scoop.it!

19 Killer Body Language Mistakes You Must Avoid

19 Killer Body Language Mistakes You Must Avoid | Customer Service and Experience ... Making a Difference | Scoop.it
Body language is a mental and physical ability of human non-verbal communication. Beware: you can damage verbal messages through body language mistakes.
Mike Schoultz's insight:

Practice daily … like anything you need to be good at, it takes lots of practice.

more...
No comment yet.
Scooped by Mike Schoultz
Scoop.it!

5 Biggest Challenges To Customer Service On Social Media

5 Biggest Challenges To Customer Service On Social Media | Customer Service and Experience ... Making a Difference | Scoop.it
Too often social media customer service fails to live up to customer expectations. Many create a lot of noise, but fail in delivering real customer value.
Mike Schoultz's insight:

The need for online customer service teams to be different from other customer service teams is present (different competences are needed), yet aligning your customer service teams is very important in terms of information-sharing.

more...
No comment yet.
Scooped by Mike Schoultz
Scoop.it!

Avoid These Mistakes to Improve Customer Engagement

Avoid These Mistakes to Improve Customer Engagement | Customer Service and Experience ... Making a Difference | Scoop.it
Talking and engaging customers is a real art, isn’t it? Pay attention though. Avoiding these mistakes can improve customer engagement very rapidly.
Mike Schoultz's insight:

Be in touch with your customers. It is the only way to gain meaningful insights.

more...
No comment yet.
Scooped by Mike Schoultz
Scoop.it!

Why Employee Engagement is Your Employment Brand

Why Employee Engagement is Your Employment Brand | Customer Service and Experience ... Making a Difference | Scoop.it
The Bersin by Deloitte Analyst Blog
Mike Schoultz's insight:

Today more than ever, integrated talent management touches everything in a business. The way you hire, manage, lead, reward, and treat people will impact employee engagement in ever incresing ways.

more...
No comment yet.
Scooped by Mike Schoultz
Scoop.it!

Stunning Customer Service Lessons and Their Examples

Stunning Customer Service Lessons and Their Examples | Customer Service and Experience ... Making a Difference | Scoop.it
Focusing on making customers feel good about themselves and good about your business? Here are some stunning customer service lessons and their examples.
Mike Schoultz's insight:

Remember this important fact. This is your time to create a remarkable spirit of customer service to tell the stories of what you are all about. Great way to own the moment with lots of customers.

 

Social isn’t a new way of marketing, it’s a new way of doing business.

more...
No comment yet.
Scooped by Mike Schoultz
Scoop.it!

The Secret to Happy Employees

The Secret to Happy Employees | Customer Service and Experience ... Making a Difference | Scoop.it
Which industry do you think has the happier employees, construction or entertainment? Even though there are no jokes that end with the punch line, “What? And give up brick laying?” according to the 2015 TINYpulse industry rankings for employee engagement and satisfaction, the most satisfied employees work in construction and facilities [...]
Mike Schoultz's insight:

Do you know what motivates your employees? Listen and observe, it won't be a secret. Create an amazing workplace is the  foundation to creating an amazing experience for your customers. 

more...
No comment yet.
Scooped by Mike Schoultz
Scoop.it!

Annoying Actions that Lower Customer Experience

Annoying Actions that Lower Customer Experience | Customer Service and Experience ... Making a Difference | Scoop.it
Remarkable customer service actions get talked about, right? No question. So ignoring well known customer experience annoyances and action is a big no-no.
Mike Schoultz's insight:

Customer service actions that are remarkable get talked about.And getting talked about in this light is a great thing, right? No question.

more...
No comment yet.
Scooped by Mike Schoultz
Scoop.it!

How Sorry Are You? Keys to Driving Satisfaction While Resolving Customer Issues | CustomerThink

Mike Schoultz's insight:

How often are you or your company’s representative saying, “I’m sorry” to a customer?  Customers want you to acknowledge the problem and fix it and not repeatedly apologize for the problems existence.

more...
No comment yet.
Scooped by Mike Schoultz
Scoop.it!

Why Employee Experience Must Come Before Customer Experience - The Real-time Frontline Blog

Why Employee Experience Must Come Before Customer Experience - The Real-time Frontline Blog | Customer Service and Experience ... Making a Difference | Scoop.it
A great employee experience not only translates to a great customer experience but also leads to employees become raving fans of your brand.
Mike Schoultz's insight:

When there is enthusiasm and passion for the brand, for the business, employees are eager to contribute to its success. And when we’re all working together for the success of the business, I believe that, ultimately, customers will win, too. As will your other stakeholders.

more...
No comment yet.
Scooped by Mike Schoultz
Scoop.it!

How A Simple Smile Can Increase Sales Today

How A Simple Smile Can Increase Sales Today | Customer Service and Experience ... Making a Difference | Scoop.it
Think a picture is worth a thousand words? A smile might be worth a thousand bucks!
Mike Schoultz's insight:

Bottom line? Customers like to feel great about who they do business with and a simple smile can help get you there.

more...
No comment yet.