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Scooped by
James Schreier
September 25, 2017 11:26 AM
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Organisations that are not customer centric do not have leaders who believe in the customer. If they did, the organisation would be customer centric. In my mind, it is that simple.
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Scooped by
James Schreier
September 25, 2017 9:00 AM
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Every day we get the chance to go above and beyond for customers. But should we? We explore the benefits & risks of exceeding expectations of customers.
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Scooped by
James Schreier
September 11, 2017 3:02 PM
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Start with Vision
Unite your team with a shared definition of outstanding customer service, called a customer service vision.
The vision should focus the team on people, not transactions.
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Scooped by
James Schreier
September 4, 2017 11:00 AM
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Soft skills are much more than just being nice. They aren’t easily acquired and not everyone has them, but it's important to understand the value of them.
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Scooped by
James Schreier
August 28, 2017 9:00 PM
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Understand new global and regional consumer trends and uncover innovation opportunities
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Scooped by
James Schreier
August 28, 2017 9:44 AM
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As a customer experience consultant, hearing that the customer has to rely only on customer care to resolve their problem, denotes a service experience failure. Companies may try to whitewash it away by describing it as or “a service anomaly” or “something we’re working on” or “service exception,” but it is simply a fail.
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Scooped by
James Schreier
August 28, 2017 9:39 AM
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AI is changing our world and it’s impact on customer service shouldn’t be underestimated. Prepare your team for the use of Artificial Intelligence.
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Scooped by
James Schreier
August 21, 2017 9:48 AM
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Have you ever wondered whether there is really any hope for your organisation? Have you ever turned up one day wondering if you are the only person in the building who really gets it? Are you the only person who understands that the organisation needs to do something different to genuinely put its customers first? Have you had days when you can see some light at the end of the tunnel, only for it to be extinguished before you get anywhere near it?
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Scooped by
James Schreier
August 15, 2017 6:25 PM
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Switching banks used to be a laborious ordeal, but today it can be done quickly and easily. It also doesn’t take much to convince a customer to switch—36% of consumers say the primary reason they think about switching banks is simply poor
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Scooped by
James Schreier
August 7, 2017 9:15 AM
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Without getting on some kind of moral high ground, I think that service is where the company’s values really show up. I think it’s a better articulation and expression of what a company stands for than anything else. Do we invest in people? Are customers getting the most out of what they use our company for? Or is the goal to get the most out of them in the short term and then move on to the next one?
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Scooped by
James Schreier
July 31, 2017 4:18 PM
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Senior executives ‘walk the walk’ in firms that are truly customer-centric. How can you make it happen?
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Scooped by
James Schreier
July 25, 2017 11:11 AM
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Dashboarding has become very popular as method, and when done well, of communicating complex data simply.
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Scooped by
James Schreier
July 11, 2017 12:00 PM
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Isn’t it time we re-evaluated our old mental models describing why customers purchase a product or service? They have done so little to describe why our products are valued more than others; let alone provide the necessary inputs for innovative new products or services — especially those that create new platforms and markets.
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Scooped by
James Schreier
September 25, 2017 9:00 AM
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The more appreciated customer feels the more likely they’ll be back again. Humanizing customer service isn’t rocket science and it can be pretty beneficial.
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Scooped by
James Schreier
September 18, 2017 11:55 AM
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Curt Fowler wrote in the Moultrie Observer on Driving Growth through Customer Excellence. He quoted HBR in Zero Defections stating that a 5% increase in Customer retention can increase profits up to 75%. In retail, they find a 1% increase in retained customers can increase revenue by 10%. Gartner estimated that 80% of your future revenues will come from just 20% of your existing customers.
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Scooped by
James Schreier
September 11, 2017 2:57 PM
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Customer feedback plays a central role in customer-focused programs. Last month, I argued that we need fewer questions in our customer survey. In this post, I will present a new customer survey method that only has only two (2) open-ended questions.
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Scooped by
James Schreier
September 3, 2017 7:54 AM
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The Official Dilbert Website featuring Scott Adams Dilbert strips,
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Scooped by
James Schreier
August 28, 2017 10:07 AM
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High customer satisfaction doesn’t ensure customer loyalty. Loyal customers are the ultimate goal and to create long term relationships you nee
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Scooped by
James Schreier
August 28, 2017 9:42 AM
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To find out what will customer service future look like and whether we’ll lose our jobs to robots, we spoke with experts in AI customer service.
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Scooped by
James Schreier
August 21, 2017 10:05 AM
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It wasn’t that long ago that marketers could easily plot the journey a buyer took from initial contact to purchase. The customer may have visited a couple websites to learn more about your product,…
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Scooped by
James Schreier
August 15, 2017 7:12 PM
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In the past several years a new generation of consumers has shaped, and the market is watching the new kind of consumer behavior millennials demonstrate. Born between 1980 and 2000, they now outnumber baby boomers and present a different kind of audience for retailers. Their take on customer engagement, brand awareness and interaction is different from that of other generations. Your customer service should be aware of the ways to build relationship with these young consumers.
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Scooped by
James Schreier
August 15, 2017 6:23 PM
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One of my sons recently had his preschool graduation. During the program, they asked the children what they want to be when they grow up. There were a variety of answers. A number of kids said they wanted to be divers. My son said he wanted to be an “engineer that makes stuff.” I thought that was a great answer.
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Scooped by
James Schreier
July 31, 2017 4:20 PM
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The scientific study of the strengths that enable individuals and communities to thrive. The field is founded on the belief that people want to lead meaningful and fulfilling lives, to cultivate what is best within themselves, and to enhance the experiences of love, work, and play.”
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Scooped by
James Schreier
July 25, 2017 11:12 AM
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Feelings about an experience, an emotional attachment to a brand/company/product are more important than rational assessments of performance in explaining customer experiences, customer loyalty and employee engagement.
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Scooped by
James Schreier
July 17, 2017 10:04 AM
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Organizations continue to intensify their focus on customer experience (CX), realizing significant benefits are possible if they pull together traditional customer service, stronger multichannel customer touchpoints and social outreach. These business now see CX as a key business objective, not only for attracting customers, but also for customer retention, driving revenue and creating brand advocates.
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