Archive for improve customer service
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 [...]
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 [...]
Hospitality Advice on Service – Do You Have Guests or Customers?
Hospitality dictates that customers are “Guests”in our business We all strive to excel in customer experience management. Judging by my last post, there is a lot of interest involving the words that we use and the phrasing of our words when focusing on the customer experience. Words make up only 7% of our communication (body [...]
Would You Like to Improve the Customer Experience?
Customer experience management comes down to positively enhancing the feelings that the customer has when they do business with us. The simple way we phrase things can make a big impact on the feeling that the customer has during our interactions. I’d like to share with you a brief two minute video I made explaining [...]
Customer Experience Management – Practice What You Preach
Dear Employer – Customer Experience Management has been a hot topic around our company lately. You have been giving us many motivational talks about it, but there is something that would really help us out – leading by example. You serve as a role model to us. If you disregard the customers, focus only on [...]
