Archive for customer satisfaction
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 [...]
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 [...]
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 [...]
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 [...]
Want to Improve Your Customer Experience? Say It Like You Mean It!
I made a call to an office today and was greeted with the most droll sounding phone receptionist – “XYZ’s Office. This’s Elaine. Mayep you?” No, those were not typos, that was exactly how she sounded. Besides the fact that I couldn’t really understand her words, she had the enthusiasm of someone who had just [...]
Customer Experience Management? Walk a Day in Your Staff’s Shoes
Customer experience management can be enhanced by walking a day in the shoes of your front line staff. I’m not a fan of reality television, but there is one show that has recently caught my attention for a very good reason. Undercover Boss is a new show that takes the CEO’s of huge corporations and [...]
Lasagne – Should You Pay for It If You Didn’t Order It?
Have you ever purposely put someone in a situation just to see how they handle themselves? I did this yesterday, not to watch the poor girl sweat, but to see how well she had been trained to deliver good customer service. Yesterday I had lunch with a client at a local restaurant. It is a [...]
Is Your Customer Experience Transformation Consistent?
Transforming your customer’s experience is successful only after you have made it a consistent expectation. Your customers are already having an experience, good or bad, when they do business with you. When you are looking to transform the experience, the key is to look at every part of your business through the eyes of your [...]
Yawn… I can’t wait to stop helping these customers and leave this place.
Did this really just happen? People, when you are paid to speak to your customers on the phone, please don’t take total leave of your senses and treat us with complete lack of common courtesy. I think I may have just found a prospective new client in need of some training to improve their customer [...]
Ask Your Customers Why They are Leaving, Don’t Hold Them Hostage
Earlier today, I set about the daunting task of going through my emails and unsubscribing to those that I don’t find useful, relevant, or simply don’t have time for. I receive close to 135 emails daily, so I perform this task every few weeks. Most of the emails are very easy to unsubscribe from. They [...]
