Monthly Mash and The Customer as Bus Driver

Bus Driver

Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere. VOLUME 30: APRIL 2014 Thoughts on the Customer: The Customer as Bus Driver In June, I will be a panelist at the Future Stores conference in Seattle, and I was recently perusing a […]

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Faces of Customer Experience: Jodi Beuder

Faces of Customer Experience | Jodi Beuder Headshot

Meet Jodi Beuder! Jodi believes customer service exists not just outside the company, but inside, too. “Having excellent customer service skills and knowledge are paramount to creating strong working relationships, whether you are in an office or out in the field.” With over 17 years in Marketing Executive roles, Jodi has dedicated her career to […]

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Video Customer Service Training with Jeff Toister

Jeff Toister | Toister Solutions

Jeff Toister is the author of Service Failure: The Real Reasons Employees Struggle with Customer Service and What You Can Do About It. His company, Toister Performance Solutions, Inc. helps clients identify the obstacles keeping them from achieving customer service success. Jeff recently launched his new customer service video training series with lynda.com, and I […]

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Customer Experience: How Minor Issues Create a Major Impact

The Little Things

I was staying at a large hotel chain in the Southwest United States earlier this week and received an unfortunate but stark reminder of how minor customer experience mishaps, delivered in succession, can accumulate for a major brand impact. For someone who speaks and writes about customer experience and customer service, I feel I am […]

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Customer vs. Client: Is There A Difference?

Customer vs. Client

A “customer” can be defined in different ways, as can a “client.” How do you know when a customer is a client, or the other way around? Should you treat a customer any differently than you would a client? Does it even matter? The answer is, it depends. But before we weigh in on the […]

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Faces of Customer Experience: Debbie Szumylo

Debbie Szumylo | Faces of Customer Experience

Meet Debbie Szumylo! Debbie specializes in helping organizations balance employee engagement, customer experience & business results. She has consulted and coached financial institution executives on improving the experience they delivered at the branch level. Debbie has dedicated countless hours to research that leads to understanding the customer and employee experience – and in turn, helping define […]

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