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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 …
Customer Experience: How Minor Issues Create a Major Impact Read More »
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 …
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 …
As we touched on recently in the The Magic Number in Customer Experience is Two, we can easily get sucked into data, cohorts, personas, analytics and the like and forget about the individual nature of our customers’ experiences. On the front lines and on the Internet, one customer can have a marked impact on our organizations. …
We’ve written previously about the concepts of primacy and recency. They dictate that in any encounter we tend to remember what happened first and what happened last. As customer service professionals, we know that first impressions matter, but what if you used that first impression to set the stage for your customer and your employee? …
Great Retail Greetings: A Win for Customer and Culture Read More »
I’ve been working on some of the early chapters for my frontline customer service book this month, and one of the topics I’ve been focused on is the importance of a good customer service mindset. Crucial to this mindset is the fundamental belief that we are there to serve our customers. At its most basic …
Customer Before Employee, Employee Over Customer Read More »
Meet Jeannie Walters! Jeannie Walters is the Chief Customer Experience InvestigatorTM/Founder of 360Connext, the only global organization specializing in Customer Experience InvestigationTM, a trademarked process of walking in the customer’s shoes for a truly objective view. She has been helping companies improve retention, employee engagement, digital experience and social customer care for more than 15 …
Recently we posted a blog on the significance of the one-on-one relationship in customer service. Although technology is replacing an increasing number of human interactions, the majority are still defined by the one-to-one experience. While touch points that do not involve a one-to-one interaction abound, rarely do these impact the customer experience as deeply as direct, …
There is one thing you must know up front about Spin Sucks: Communication and Reputation Management in the Digital Age: This book was written for you, not for public relations professionals. Spin Sucks is based on the popular Spin Sucks blog and is written for business leaders like you and me who “need to better …
From mapping customer journeys to creating customer personas, it is easy to get carried away with the complexity of customer experience design and optimization. Our customers communicate with us via so many channels, they interact with us through so many touch points, that we can easily lose sight of the fact that most customer experiences …
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