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 andContinue Reading –
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 satisfactionContinue Reading –
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 clearContinue Reading –
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 lettingContinue Reading –
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 –Continue Reading –
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 compensateContinue Reading –
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 thatContinue Reading –