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.
Customer experience and customer centricity are hot topics right now. Most of the talk is about why and how you should embrace CX. But would you like to know what the quantified business benefits are ? Then this article is for you.
And it can be inspiring to see which ones are ahead of the field — across multiple business categories and verticals — so that we can learn what they’re doing right and follow their example on the way to true customer centricity.
Reaching today’s mobile customer is less about directly reaching them via a direct phone call and more about paying attention to the customer journey, where he or she is within that journey and what channel the customer prefers to use – be it live chat, email or social media messaging.
Just like people, few are liked or trusted. And among those, even fewer are able to transcend emotional barriers. So just like successful people – successful brands are able to capitalize on different customer motivators and cater directly to them.
Today, nearly every customer experience in nearly every industry is driven or supported by ever-more-quickly-evolving digital technology. The landscape is changing so rapidly that customer experiences are already being radically reshaped by technologies that are cutting edge today—but will be mainstream tomorrow.
As an example, a few years ago I was on a business trip in rural Connecticut. One morning, I went to my rental car and found it was not working. I had about a 20 minute drive and my meeting with a new client was starting in 30 minutes. I went to the front desk’s general manager (this was pre-Uber, obviously) and after making some calls, I was told that the closest taxi was 30 minutes away and the hotel shuttle was already out. Seeing my desperation, the general manager made the very unconventional move of calling the competitor hotel across the street to ask if its shuttle was available and if they would be willing to help out.
James Schreier's insight:
Culture is clearly an important factor in successful guest service -- but the particularly story noted here is just the kind of examples I love hearing and sharing.
Year after year we hope service and the customer experience gets better. But great service comes at a cost, a high labor cost that many businesses are not willing or able to pay. So what are their options? Technology, that’s it. Or is it?
Delivering AWESOME customer service without defining it in a way that’s sustainable and scalable is good enough. It’s not. This is a recipe for inconsistency and consistency is the essential ingredient when we talk about great customer service. Here are five tips that will help you and your team achieve this.
A great customer experience attracts and keeps customers. And customers keep us in business. Not to mention that it is the most important differentiator we can put in place to win over the competition.
However, I would like to propose a framework that “bakes” some of the concepts of Customer Experience together.
Putting all this together there are four main courses of action that business leaders need to pursue to gain both, effectiveness and efficiency in customer service, thus creating lasting positive customer experiences
Total Customer Value Management (and common sense) requires that you must also add value to the employees, and your partners (supply and delivery chain) and to society if you wish to add value to the Customer.
The new year has arrived, and with the start of any new year comes the onslaught of predictions of what is going to make it big in 2017. Already, we’re hearing this will be the year when chat bots, virtual reality and voice search gain a permanent foothold in our world.
A Year End Customer Service Inventory: 5 Questions to Ponder 1. Are we becoming more or less connected to individual customers? 2. Have we automated routine customer service tasks 3. Are we working to minimize point of dissatisfaction on the customer journey? 4. Are competitors out-serving us? 5. Does every customer feel appreciated?
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