Guest Service

I’d love to give our customers a high-touch experience that is also helpful and super convenient. The combination would be amazing.

Being purposeful about little things that are expected and cost nothing – or next to nothing – can go a long way.

Create an experience that customers want to remember and share. Make it so compelling that they want to take a picture of it.

Find ways to create “unique-to-the-customer” experiences, and you’ll find they want to come back for more. 

EX is as important, maybe even more so, than CX. You can’t have a consistent and predictable CX without an EX to support it.  

A simple recruiting mistake, like a poorly crafted job description, can hamper your chances of attracting the right talent. However, having the proper hiring process allows you to recruit the best candidates to help your organizations grow. Here are eight expert tips on how to make your hiring processes more efficient!

What matters is that we create the experience that meets our customers’ expectations, makes them happy, and gets them to say, “I’ll be back.”

While it may not be possible to eliminate FOMU altogether, a culture that empowers employees to make good decisions is what you want.

The digital landscape and technology are constantly changing, and so is customer care. 
In 2023 and beyond, customer success will depend on meeting your customers where they are and striking a correct equilibrium between adapting the technology, personalization, and seizing the right opportunities. 

“Do more with less” may be more prevalent this year as some tech firms and many others trim their customer experience teams, programs, and the experience itself. But maybe this is the wrong path! Perhaps your customer experience management is on a misguided trajectory. A warped or dusty lens causes poor vision. If your aim is mis-aligned with your target, of course, you must reconsider value.

If you show your employees a little love this Valentine’s Day, they will reciprocate with a little love for your company, and your customers. 

NEW YORK (AP) — Across the country, there’s a silent frustration brewing about an age-old practice that many say is getting out of hand: tipping. Some fed-up consumers are posting rants on social media complaining about tip requests at drive-thrus, while others say they’re tired of being asked to leave a gratuity for a muffin or a simple cup of coffee at their neighborhood bakery.

Unfortunately, if history repeats itself, and I predict it will, many companies and brands will make this mistake.

We have an exciting year ahead of us. And in the world of customer service and CX, there is much to be excited about.

Here are 23 ways to help you provide an amazing customer experience in 2023.  Simple ways to deliver the experience that everyone wants.

I believe that the biggest CX trends for the coming months, perhaps even years, will circle around creating happiness, assurance and peace of mind for your customers, a lot of whom are really stressed about their difficult context.