Guest Service

“When pigs fly” means something that is so hyperbolic that it describes an impossibility. Why is this important to customer service?  

Ten companies could use the same tech stack and still deliver vastly different service quality and experiences. So, let’s investigate what exactly human experiences are, whether that still equates to good service, and how to smartly use technology to achieve this.

Everyone’s job was to take care of customers, whatever that entailed. They didn’t need to ‘follow the rules’: that WAS the rule.

If you are in the customer experience management business, this is the ultimate question and not some academic debate: what differentiates the meaningful, important experiences from the meaningless, trivial ones?

Are they spending more with you (expansion) or less (churn)? Getting people to use more of your product, and minimizing the probability that they’ll quit you, is the one north star that aligns product, sales, marketing, and customer support. If everyone’s pulling toward that number, you’ve created massive leverage on your business.

The most effective mission, vision, and purpose statements are written in a way that is authentic yet inclusive of every job role within the organization.

How do you know if someone trusts you? Is it what they share with you? How do they spend their time with you? Is it the language they use when talking about you or what they do when you aren’t around?

Customers are the next to resign if organizations can't deliver on social responsibility commitments. See how organizational culture change can help you deliver on your commitments.

What mixed signals are you sending to your customers because of missed details? Don’t let negative signals taint the customer’s experience. 

Think of the brands or companies you enjoy doing business with the most. What is it that makes you want to come back?

One of the most foundational elements of Experience Improvement (XI) in a contact center is ensuring not ‘just’ that you’re gathering data, but that that data guides the actions that you want your frontline employees to take. It may be cliche to say that the rubber meets the road in the contact center, but frontline employees truly are the heart of a company’s ecosystem.

Customer reviews are important, whether you’re an established brand or just getting started. Around 72% of customers are less likely to make a purchase decision unless they’ve read the reviews.

Few questioned whether customer obsession – or obsession of any kind, for that matter – was harmful as a business strategy, or deleterious in corporate culture. Like many “shiny business objects,” practitioners saw the huge opportunities in customer obsession, and none of the risks.

Unfortunately, customer obsession is not riskless.