Transforming the Customer Experience

Yearly Archives : 2015

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Transforming the Customer Experience Podcast is HERE!!!

After a lot of preparation, the Transforming the Customer Experience podcast has come to fruition!

I’ve taken the ideas,  the most commonly asked questions, and most commented on themes of customer service skills, developing a customer centric culture, and leadership impact to produce a podcast that is perfect for your daily commute. Each

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Episode 4 – Excellent Customer Service Starts From the Inside Out

Delivering great customer service doesn’t just depend on your staff. It begins with leadership focusing on the internal staff just as much as the external customers. This episode explains why this essential step is missing in most companies and gives you an action step to get your company on track.

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Stop Kidding Yourself! Are You Interested or Committed to Delivering Amazing Customer Service?

“I’d kill to have a golf swing like that!”
“I’d do ANYTHING to lift that much weight and look like that!”
We’ve all heard, and made, statements like this about something in either our personal or professional lives. But really, we are all a bunch of liars.

Yes, that sounds extreme, but let

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Customer Service – Do You Give Empty Compliments to Your Customer Facing Staff?

Compliments are always good, right? Especially a compliment given to an employee for delivering good customer service, right?
Actually…. no.
I’ll explain.
I once worked with a company in which the Director of the Customer Relations department would walk through the department and say “You guys are Rockstars!”  When an employee would speak

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How Bad Customer Service Slashes Your Sales and What to Do About It

Bad customer service – we’ve all experienced it. The receptionist that seems impatient with us on the phone. The server at the restaurant that is condescending and rude, thus ruining our dining experience. The clerk at the store that seems to think we are invisible and rolls her eyes when

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