Clik here to view.
What Really Annoys Customers About 'Customer Service Pain Points'?
You will need to click on the image to read. Whilst this research was carried out in the US but I would think applies equally to the UK.You would think that if these things are so b****y obvious that...
View ArticleClik here to view.
Evangelizing Omni-Channel (Why It Is Not the Answer)
One of the topics that we set out to discover during out surveys past two years (note: take our survey this year, please? was whether organizations and practitioners were already on board with the...
View ArticleClik here to view.
63 Ways To Improve the Customer Experience
Looking for some suggestions on how to improve your customer service and the overall customer experience?We know that delivering a great customer experience is critical to the success of a business....
View ArticleClik here to view.
Best Practices for Delivering Excellent Customer Service Across Channels
Guest post by Veronica French In today’s real-time economy, customers have high customer service expectations. Excellent customer service starts with offering a speedy and seamless experience across...
View ArticleClik here to view.
Brand Book Bites from Hug Your Haters
The book: Hug Your Haters: How to Embrace Complaints and Keep Your Customers, a vital resource for leveraging customer service as marketingThe brain: Jay Baer, bestselling author, advisor to more than...
View ArticleClik here to view.
Book Review: The Endangered Customer by Richard. R. Shapiro
I enjoyed reading Richard Shapiro’s first book: The Welcomer’s Edge. In this book Richard, set out a 3 step model (the greet, the assist, the leave-behind) for making a human connection with customers...
View ArticleClik here to view.
Customer Service Ain’t What It Used To Be
In preparing for a talk to a group of customer contact center managers, I’ve come to the conclusion that customer service ain’t what it used to be. There is a brand of new customer service in play...
View ArticleClik here to view.
Service DNA – creating customer service excellence
If I were to ask you to name a company that consistently excels at customer service, what company would come to mind? In you are part of a military family, you might say USAA. If you live in the...
View ArticleClik here to view.
Over-engineering the customers experience
In Customer Experience Management there is a lot to take into account. Everything a company does as well as a lot that’s happening outside the company impacts the Customer’s evaluation of the...
View ArticleClik here to view.
The Journey to a Great Customer Service Experience
I originally wrote today's post originally for injixo. It appeared on their blog on March 23, 2017.Working in a call center, whether you're on the phone or on the floor managing operations, means that...
View ArticleClik here to view.
What Really Annoys Customers About 'Customer Service Pain Points'?
You will need to click on the image to read. Whilst this research was carried out in the US but I would think applies equally to the UK.You would think that if these things are so b****y obvious that...
View ArticleClik here to view.
Evangelizing Omni-Channel (Why It Is Not the Answer)
One of the topics that we set out to discover during out surveys past two years (note: take our survey this year, please? was whether organizations and practitioners were already on board with the...
View ArticleClik here to view.
63 Ways To Improve the Customer Experience
Looking for some suggestions on how to improve your customer service and the overall customer experience?We know that delivering a great customer experience is critical to the success of a business....
View ArticleClik here to view.
Best Practices for Delivering Excellent Customer Service Across Channels
Guest post by Veronica French In today’s real-time economy, customers have high customer service expectations. Excellent customer service starts with offering a speedy and seamless experience across...
View ArticleClik here to view.
Brand Book Bites from Hug Your Haters
The book: Hug Your Haters: How to Embrace Complaints and Keep Your Customers, a vital resource for leveraging customer service as marketingThe brain: Jay Baer, bestselling author, advisor to more than...
View ArticleClik here to view.
Book Review: The Endangered Customer by Richard. R. Shapiro
I enjoyed reading Richard Shapiro’s first book: The Welcomer’s Edge. In this book Richard, set out a 3 step model (the greet, the assist, the leave-behind) for making a human connection with customers...
View ArticleClik here to view.
Customer Service Ain’t What It Used To Be
In preparing for a talk to a group of customer contact center managers, I’ve come to the conclusion that customer service ain’t what it used to be. There is a brand of new customer service in play...
View ArticleClik here to view.
Service DNA – creating customer service excellence
If I were to ask you to name a company that consistently excels at customer service, what company would come to mind? In you are part of a military family, you might say USAA. If you live in the...
View ArticleClik here to view.
Over-engineering the customers experience
In Customer Experience Management there is a lot to take into account. Everything a company does as well as a lot that’s happening outside the company impacts the Customer’s evaluation of the...
View ArticleClik here to view.
The Journey to a Great Customer Service Experience
I originally wrote today's post originally for injixo. It appeared on their blog on March 23, 2017.Working in a call center, whether you're on the phone or on the floor managing operations, means that...
View Article
