Guest Service

Here are 3 key lessons on collecting, listening to, and responding to customer feedback to improve satisfaction and build trust.

When employees see their roles as more than tasks, they transform routine interactions into memorable experiences that bring customers back.

So, here’s a question for you: Are you confident your customer service scares the competition but not your customers?

When customers have something to complain about, they want to know they can always count on you for handling mistakes.

Even though Customer Service Week is five days, that doesn’t mean you shouldn’t express appreciation to your employees and customers all year.

When employees feel empowered, appreciated, and supported, they pass those positive feelings on to the customers.

Companies should invest as much effort in creating generative AI customer experience as they do in human interactions.

When you put all three of these together – great service, convenience and low or no customer anxiety – you have a CX triple threat!

The mobile pickup and delivery unit opened in New York City with no seating and no kiosks—but no lack of hospitality.

Regardless of how angry the customer is, always remember: You’re not trying to win the fight. You’re trying to win the customer! 

More specifically, you are in the business of urging/motivating/cajoling customers to engage in loyalty behaviors, those behaviors that create value for your company.

We all know that when our clients are happy, it can lead to renewals and upsells, yet turning that satisfaction into active advocacy often feels like trying to catch smoke with bare hands. Many of us want effective ways to harness that goodwill and create enthusiastic advocates who will willingly share their positive experiences.

A convenient experience is about eliminating friction, and wasted time is friction. Once time is gone, you can’t get it back.

Customers contact us with questions and problems. The way we communicate can help drive a positive experience.

Focus on questions that are meaningful and relevant. Your questions and responses are key to making customers feel valued and appreciated.

This article discusses why It’s about creating customer-focused policies, not practices that are inwardly focused on the company.

When we make assumptions about customers, we not only risk a potential sale but also the important customer relationship.

The Dark Side of service is just bad. The opposite is what I teach in my CX keynote speeches and customer service training program.

Today, most markets are saturated, and companies are fighting for the same customers. This is why organisations should no longer aim for customer satisfaction but rather delight. But how can you delight your customers so they remain loyal?

With fewer and fewer differences between the products and services offered, many companies have realised that they can – and should – differentiate by improving their customer experience.

When mistakes occur in the workplace, how employees manage these situations can impact a customer’s perception of the business.