Guest Service

The first step in dealing with this problem is to acknowledge that it’s practically impossible to stop these mistakes from happening 100% of the time. Instead, when they do happen, you want to make sure you learn from them — so they don’t become something you repeat.

Though, I believe the employee engagement is critical, my experience teaches me that when there is a customer involved, complete customer engagement, is more important that employee engagement.

Businesses across the world are always trying to gain the upper hand on competitors. They try to new products, create new marketing schemes and invest in expensive technology, all to gain a competitive edge. Too often, however, the consumer and his or her experience with the product or service is overlooked. An integral part in business success is providing a consumer experience that goes beyond normal and creates a desire in the consumer to return again and again.

It’s easier said than done, 

Yesterday, I went to my favorite retail store to pick up a pair of silver hoop earrings for my friend's birthday.  While there, I saw a lot of little things that felt new and fresh.  I asked my usu...

One of the most rewarding parts of being a Customer Experience Investigator™  is when a client and I gather people from all departments of their organization to map the customer touchpoints.  We call these CXI® Touchpoint Discovery Workshops because they are not only about the actual touchpoint mapping, but about seeing the customer journey from a new perspective.

Here’s a breakdown of three big trends revealed in the report. If your company serves its customers through social media, you'll want to know about these.

Business experts say that entrepreneurs should not sit around and wait for a bad customer experience to happen and THEN react. They must know about the customer support disasters, beforehand, so that they can do something for it.

As we worked through ideas, I posed a question to the team, “If you were in your customer’s shoes, and could put aside all your passion and enthusiasm for your current solutions, what decision would you make?”

The New York Times ran an article on July 3rd titled:  Paying Employees to Stay, Not to Go. Its focus was that some fast-food chains are discovering the advantages of offering workers better wages and the result is less turn over. 

Today’s interview is with Dr. Jack Lewis, Managing Director and Founder of NeuroFormed and recent author, with best selling author and motivational speaker Adrian Webster, of Sort Your Brain out. Jack joins me today to talk about the book, what neuroscience can teach us about customer service and how customers make decisions.

Though real-time marketing and service aren’t new concepts, many organizations lack the defined roles necessary to maintain balance and meet demand.

Most would agree that trust is critical to establishing, building, and sustaining positive and value-based customer relationships. It is the connective tissue that holds customers, brands, and enterprises together; and, without trust, these connections would quickly dissolve.

One of the most interesting topics in modern times is the “robots eat all the jobs” thesis. It boils down to this: Computers can increasingly substitute for human labor, thus displacing jobs and creating unemployment. Your job, and every job, goes to a machine.

Call center managers have seen it before. Customers form an expectation from your sales channel or marketing literature, receive a different experience through operations, and then call your contact center where they may receive a third perspective.

It’s the setup for a rough call, and an even rougher customer experience. But it doesn’t have to be that way.

Great companies have found a way to create a consistent end-to-end experience. They align their silos, creating a consistent experience from start to finish. How do they do it?

Enter customer journey mapping.