We trained 1000's of leaders, managers, and frontline staff in customer service with our basic customer service programs. customer service leadership, and dealing with difficult customers programs. Our major customer service clients have included restaurants, theaters, and casinos. Our programs always focus on the latest information combined with assessments, direct applications to client specific issues, and heavy experiential learning.
This guest post is from Ian Beeson, managing director of Blanchard International, Australia. Every interaction we have with a service provider leaves us with some sort of emotional response, from neutral and bland to deep anger and frustration at one extreme, joy and delight at the other. We’ve all felt the stress associated with a…
Over the last eight weeks I have done Legendary Service customer service training with more than 500 people who all want to improve both internal and external customer service in their organizations. Because I’m a big believer in the concept that no one of us is as smart as all of us, I ask participants…
Customer experience is the now and future king of marketing—the connection between a positive worker experience and customer experience. That company-customer relationship is made possible by many facets of marketing.
We are relying on technology more than ever before; everything from transportation to education is being automated and it’s just a matter of time before low-level and mid-level professions start vanishing.
For companies that want to deliver a great customer experience, employee engagement is not optional. The good news is that recent Temkin Group research with 300 HR professionals uncovered some reasons to believe HR’s involvement in helping their companies become more customer centric is changing in the right direction
When it comes to creating an exceptional service culture, nothing is more important than a team’s ability to collaborate well. Both the agent and the customer experience will be exponentially better with 360 degrees of partnership – agents partnering with each other to share knowledge and solve problems, leadership partnering alongside agents to understand the front line, and everyone partnering with customers to foster a meaningful relationship.
In this fast-changing world of smart, increasingly demanding and dis-loyal customers and the ubiquitous digital devices they and we all enjoy, one thing is clear – the entire relationship between customers and the companies that wish to serve them has changed.
Consider what a single second costs giants like Amazon and Google.
Amazon claims that a one-second slowdown on its pages could cost it $1.6 billion a year. Google has said that slowing pages even 4/10 of a second means losing 8 million searches per day plus all the revenue from its attendant ad messages.
In every interaction between a consumer and a brand, there are probably hundreds of opportunities to sabotage or advance the relationship.
Sometimes karma is the best revenge. Delivery guy Jarrid Tansy delivered pizza to a car dealership. The customers were rude to begin with, but when they handed Tansey $50 for their $42 (and change) bill, things took a turn for the worst. When they didn’t ask for change, Tansey thought the remaining $7 was hi
Brenden McGee scored his very first after-school job at the age of 16. He had only been working at The Whitey’s Ice Cream shop in Moline, Illinois when his life took an unexpected turn. When a woman drove up to the drive-thru window, Brenden could immediately tell she was crying and upset. In fact, she could hardl
James Schreier's insight:
Interesting from several perspectives, but certainly from a guest service point of view. From a different perspective, I actually know of a major restaurant chain whose "policy" would dictate terminating the employee -- maybe they've changed their policy!
Your business needs to operate from a number that can be regularly expected with no profitability beyond sustainability. You as a business owner must know that whatever happens, you’re going to hit that number. Small businesses become massive ones by following strategies that don’t spend beyond a business’s means.
We decided that one of the best ways we could assist this crowded industry is to become a hub of engagement and loyalty data from across the US.
So, for the last three years, we've tracked and recorded every publicly available piece of data we could find regarding customer engagement and loyalty. All of it can be found in what we call the Ultimate Collection of Loyalty Statistics.
To add Customer Value one must be very clear about terminology. Loyalty is often used as a goal. What you should understand is that loyalty is not the same as love. Loyalty is not constant. In the Customer context it really means are we likely to retain the Customer for his next purchase or his next recommendation. A loyal Customer is only loyal at a point in time.
Great to know there are still people who care! At Zio's Italian Kitchen, server Jed goes the extra mile, providing outstanding customer service!
James Schreier's insight:
I publish, although I don't like it, when there's a horrible guest service story. I love it when I can publish a story like this. It reminds of a personal story from decades ago where a gentlemen just moving into his home, bought an air conditioner from me. His family hadn't arrived yet and he was worried about installing in the window alone. I simply said: "My dinner break is at 5 -- if it's OK with you, I'll help you install it then." Simple, easy, guest service!
Executive boards and senior leadership teams represent a variety of personalities and management styles, but one thing they definitely have in common is this: they’re busy. A customer experience (CX) program cannot thrive without broad-based organizational support, so here’s how to keep CX front-and-center in the busy lives of leadership teams and sponsors.
Humans versus robots. This scenario is playing out across a widening swath of industries as businesses weigh the value of replacing human workers with automated and artificial intelligence systems. And while the human touch still has merit, business leaders are exploring more and more opportunities to increase efficiencies and cut costs with robots.
Several years ago, in worldwide customer service experience research conducted for a major high-tech client, to drive stronger downstream customer behavior, it was found that processes and customer interaction had to take service employees well beyond the basics of knowledge, efficiency, and friendliness. Consistently, and irrespective of continent or country, the most effective reps showed true empathy for the customer’s issue, literally “owning” the issue as if it were theirs as well, walking in their shoes. and making a true emotional connection.
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