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.
Back in 2006, businesses were starting to understand the impact of disengagement on productivity, customer service, and profits. Gallup released a study revealing that a whopping 73 percent of employees were not engaged.
Today’s numbers are nearly identical. The latest Gallup engagement report shows that 70 percent of employees are not engaged.
Mr. BIV is the playful acronym coined by The Ritz-Carlton Hotel Company to help them in their quest to win two Malcolm Baldrige National Quality Awards, a feat that no other service organization has ever pulled off.
If you’ve ever gone on an extended outing with several friends, you’re sure to appreciate the value of having a shared vision among all, from the outset of your journey, about where you’re going and why, how fast you’ll go and when you’ll pause and celebrate, and how you’ll decide things along the way. I’ve had both delightful and frustrating experiences on such outings, with the best outcomes from taking a bit of time up-front to figure it out together.
If you ask any CEO you are most likely to hear he or she is committed to building a customer centric culture. It is very common to find customers first’ in a company mission statement. You will hear customer service is a priority.
Did you know that 95% of customer feedback in the world is ignored by brands? Considering that Forrester calls this the “Age of the Customer,” that statistic should shock you and make you think. It should also make you act.
A new year is approaching and time to tap into what’s here and now. What should your company focus be to make it the best? All businesses, any size, any industry should examine some of the trends I see.
Culled from the 'has-this-ever-happened-to-you?' files: You dial an 800 number for product or service support and find yourself getting lost in the IVR tree. If you press zero, either the prompt doesn't work or you're informed that the wait time to speak with a live agent is seemingly longer than a trans-Atlantic flight. Undeterred, you decide to punch in a random number in the hope of connecting with someone - anyone - until you suddenly find yourself speaking with somebody who works in a back-
As we welcome a new year, customer experiences are poised to play a decisive role in driving business strategies and revenue growth. The role of the chief customer officer is expanding as companies make greater investments in the customer experience. To serve the empowered customer, 2015 offers a fresh opportunity for businesses to better understand consumers and meet their expectations.So to kick off the new year, here's a glimpse at the strategies companies have in place to make their customer experiences flourish.
Customer expectations are changing and growing just as rapidly as the channels and technology consumers are empowered with to engage, encouraging (if not demanding) that brands and organizations embrace a strategy of non-stop, customer-centric adaptation.
James Schreier's insight:
“The trouble with the future is that is usually arrives before we’re ready for it.” ~ Arnold H. Glasow
As 2014 winds down, I have taken the time to pause, and look ahead to what top customer service trends are surfacing for 2015 and beyond. Good service — whether it's to answer a customer's question prior to purchase, or help a customer resolve an issue post-purchase should be pain-free, proactive at a minimum and preemptive at best, deeply personalized, and delivered with maximum productivity. Here are 6 top trends - out of a total of 10 - that I am keeping my eye on.
To bind customers to you through customer service and the customer experience requires what I call ‘‘The Art of Anticipation.’’ Most any business can pull off satisfactory customer service, or at least can pull it off some of the time.