Enhancing the customer experience sometimes has nothing to do with the product or service that you provide. Customer experience management is all about focusing on that customer and the way they do business. Customer satisfaction dramatically increases when you reach out to your customers for something relevant to them and their business. It’s about building [Read More]
April 23, 2010
Improving Customer Service Starts at the Top
Improving customer service is something all companies and businesses say they focus on. But do they really? I find that many say they are doing this, yet few have a set plan on how to do it. You must set clear expectations for customer service To improve the customer service and satisfaction levels within a [Read More]
April 16, 2010
Are Core Values Important in Customer Experience Management?
Just a quick note on the importance of core values in regards to managing the customer experience and improving customer service. A colleague of mine was talking about the difficulty he was having with different departments in his company. He mentioned that he felt that most departments weren’t quite clear how they fit into the [Read More]
April 12, 2010
The Impact of Teamwork in Customer Experience Management
In your ideal customer centric culture, consider how are your teams and staff working together. They hand off the task with all of the necessary information for the next link in the chain. They cover each other’s responsibilities when necessary. They integrate the customer into the team feeling by letting them know that everyone in [Read More]
April 9, 2010
It’s just PLANE ridiculous! This Customer Experience is for the birds!
Customer Experience for the birds! Here’s a story you don’t hear everyday demonstrating customer service at it’s worst – A gentleman who was on a flight last month from London to Vancouver fell asleep while on the plane. I, not being able to sleep well at all under any circumstances – especially in a plane- [Read More]
April 8, 2010
How to Turn Customer Problems into a Delight
I recently gave a webinar to a local malpractice insurance carrier’s clients. The subject was a template process to handle upset patients with empathy in order to reduce malpractice claims. I also wrote a long article for their publication to be distributed to their clients. The insurance carrier did compensate me for the webinar and [Read More]
April 6, 2010
Don’t Get Disconnected from Your Customer’s Experience
80% of companies believe they deliver a superior Customer Experience; however, only 8% of their customers agree. Clearly, here is an example of perception disconnect. If you are a smart business leader, you will pay more attention to the perception of the customer since it is their buying behavior that drives your profitability. But why [Read More]