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As managers and owners, we have to take care that the systems we put in place to manage and ensure great customer experiences do not create robotic procedures that can be counter to the very experiences we are trying to create. In the post Customer Service Training: Principles Trump Procedures, I told the story of …
Putting the Customer Ahead of the Customer Service Checklist Read More »
In Stephen Covey’s The 7 Habits of Highly Effective People, Habit 7 centers around the idea of “sharpening the saw.” This concept is illustrated in an anecdote where a lumberjack is toiling away, trying to fell a tree with a dull saw. A man approaches him in the forest, and upon noticing his struggle, suggests …
In The 7 Habits of Highly Effective People, Stephen Covey put forth the idea of viewing tasks through the lens of importance and urgency. The idea, proposed in the section entitled Habit 3 Put First Things First, is that one should align one’s actions with “First Things” to achieve effectiveness. Covey presented the following matrix, …
The Best Way to Make a Customer-Facing Team More Effective Read More »
We speak a lot in customer experience and customer service about dropping the ball. About… Our failure to provide adequate service. Our failure to communicate. Our failure to meet or exceed customer expectations. However, sometimes it’s not us; it’s them. Some customers simply live on another planet. Even when they are nice, their rather tenuous …
A lot goes into being a customer service professional (CSP) — forethought and intuition, planning and adaptability — and effective CSPs make sure that they are using their abilities completely in the service of customers. We thought it would be fun to take a look at the anatomy of a customer service professional. The infographic …
Anatomy of a Customer Service Professional (Infographic) Read More »
LivePerson recently came out with their 2nd Annual Connecting with Customers report. The report itself is not available without filling out a form, but LivePerson shared some of the key findings both on their blog and in the form of the infographic posted below. Some of the findings were worth noting:
I was honored to take part in a recently-released eBook entitled: CUSTOMER EXPERIENCE PREDICTIONS 2014 | Views from Customer Experience minds from around the globe If you are looking for insightful predictions as to what 2014 will bring to the field of customer experience or just a little inspiration, this eBook will get you thinking …
2014 CX Predictions: eBook and the Coming of Geofencing Read More »
With the new year upon us, we thought it would be fun to talk about some customer service resolutions you and your organization might want to make in 2014. Of course, well-conceived strategic goals are preferable to resolutions. However, it is the new year, and resolutions are the order of the day. Like most resolutions, …
2013 was a great year for video! We were able to interview some insightful customer service professionals, marketing experts, and small business owners and received a wide variety of perspectives on customer experience and customer service. We wanted to highlight the people who contributed their great insights to CTS this past year. Please take a …
Customer-facing professionals need to know not only the scope of the challenges they face but also the results that stem from their actions. Statistics centered around the customer experience can help bridge the gap between performance and results. The 9 statistics below are categorized into three important customer experience areas: customer loyalty, customer effort, and …
9 Customer Experience Statistics to Refocus Your Team Read More »
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