Guest Service

If you don’t understand your customers, you can neither communicate effectively with them nor create products and services they may want or need. This will result in decreased efficiency which will increase cost and dampen revenue, and lowering loyalty impacting gross profit. Whether you are a water utility, a golf club manufacturer, or a general merchandiser, knowing your customers matters.

The farce is something you want to avoid. To give you an idea of what they are, here are five common customer service and CX farces.

AI isn’t about replacing your customer service team. It is about making them more amazing at what they do.

Some popular business sayings are potentially detrimental to your organization. I'm sharing this compilation of 10 popular business myths.

There are plenty of articles that have been published about how New Year’s resolutions are easily broken and, ultimately, useless.

Loyalty. What’s emotion got to do with it?

That emotional connection to a brand is extremely important to customer loyalty. It’s often been thought to be a key driver of loyalty. It goes beyond the functional benefits of a product or service and taps into customers’ feelings, values, and identity.

To achieve extraordinary things, you must be bold. Unlocking success demands a dedication to what I term “The Golden Rules of CX.” The Golden Rules represent the essential guidelines for achieving success either broadly or within a specific endeavor.

These simple customer service tactics are my gift to you, designed to enhance every interaction and spread joy.

Find where there’s friction. Learn what makes customers unhappy. Change what needs to be changed. Then, watch complaints decline.

The point of gifting to customers and employees is to be remembered. However, not every company does it right.

Culture serves as the foundation upon which every aspect of the employee experience is built. Without a strong, intentional culture, efforts to enhance employee experience can feel disjointed, superficial, or even inauthentic.

Paying attention to social mentions about your competition gives you a broader insight into what’s happening in your industry. 

We have been taught and told – maybe even ordered – to treat that customer as if they are right. But they are not.

The point is that there is a right time – even a better time – to ask for feedback, and sometimes, it is in the middle of the experience.

In addition to creating a convenient customer experience, how can you give your customers a convenient product experience?

This week, I’m tackling the answers to 10 more of the 20 questions I answered last week. These can lead you to create a better CX.