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?
A couple of years ago I was speaking at a conference for university facility managers and learned something new: most students make their decision to attend a school within the first hour of their visit to the campus. I was interested in the topic both personally and professionally at the time, as both of my…
There’s a reason why Apple is a leader in not only technology but customer service too. They actually provide the vehicle(s) needed to service their customers’ needs. It’s not based on what Apple wants but on what their customers’ need.
What customers remember and what they forget is of critical practical importance to every company. In theory, every customer touch is important. In reality, some touches are more important than others, while some might barely matter. Those experiences that affect the larger customer relationship are key.
What most seem to be missing is the crucial fact that omnichannel customers increasingly shop both online and in store. What consumers really want is a consistent experience with a retailer across channels, personalized on their terms. The future success is not about online versus stores, but finding better ways to integrate experience that creates enduring customer relationships across channels.
This guest post is from Ian Beeson, managing director of Blanchard International, Australia. Every interaction we have with a service provider leaves us with some sort of emotional response, from neutral and bland to deep anger and frustration at one extreme, joy and delight at the other. We’ve all felt the stress associated with a…
Over the last eight weeks I have done Legendary Service customer service training with more than 500 people who all want to improve both internal and external customer service in their organizations. Because I’m a big believer in the concept that no one of us is as smart as all of us, I ask participants…
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?
A focus on customers is what happened – as well as the recognition that digital technology in its many forms is a key driver of virtually all customer experiences today.
Most companies think about customer experience and loyalty in rational terms: How do customers rate our performance on these touchpoints? How do customers assess our work on various functional criteria? How do they evaluate the quality of the experience/product/service we provide?
You can do all of the planning and predicting you want around the customer experience, but if you don’t actually watch it in action and talk to customers as they experience it, you’ll miss out on valuable insight.
“Now it may sound obvious, but if an organisation aspires to have a customer centric culture, then it MUST make customer experience a priority for everyone. It is not exclusively the domain of the customer experience team; or marketing; or customer service. It is not a project or an initiative.
http://www.engvid.com/ Do you work in customer service? What do you do when your customer has a problem? In this video, I will teach you how to give grea
Sometimes karma is the best revenge. Delivery guy Jarrid Tansy delivered pizza to a car dealership. The customers were rude to begin with, but when they handed Tansey $50 for their $42 (and change) bill, things took a turn for the worst. When they didn’t ask for change, Tansey thought the remaining $7 was hi
Customer Relationships - Clearly, developing a customer journey map is beneficial to your business. But how do you ensure that all of your work in mapping the customer journey will be properl
Brenden McGee scored his very first after-school job at the age of 16. He had only been working at The Whitey’s Ice Cream shop in Moline, Illinois when his life took an unexpected turn. When a woman drove up to the drive-thru window, Brenden could immediately tell she was crying and upset. In fact, she could hardl
Interesting from several perspectives, but certainly from a guest service point of view. From a different perspective, I actually know of a major restaurant chain whose "policy" would dictate terminating the employee -- maybe they've changed their policy!
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