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A well placed call to a customer can be one of the most valuable forms of communication in today’s business environment. When you make a sincere, customer-focused outbound call, you are using one of the most impactful forms of high touch interaction in the customer-facing professionals’ toolbox. Yet, there is a right way to call, …
Great customer service stories fascinate us. Perhaps because they represent the customer service we rarely experience. Perhaps because they restore our faith in our fellow human beings. The stories that resonate the most tend to be the ones that touch the heart or make us feel inspired. Most of these stories tell a tale of …
Creating great customer experiences and delivering great customer service almost always boils down to one thing: being able to understand the experience of customers — to walk a mile in their shoes and to build a better shoe or create a better walking path with that knowledge. It begins by understanding what your customers are …
Understanding the Other Side of a Bad Customer Experience Read More »
The following is a post from Tricia Keels, Social Media Manager here at CTS. What I like most about Tricia’s story is that it demonstrates how great systems and training can make a high effort experience as effortless as possible. While the product design could be more customer friendly (wait until the screwdriver part), the …
In the days that followed Maya Angelou’s recent passing, people from across the world took time to remember the woman and her body of work. One of Maya Angelou’s most popular quotes that made the rounds online delivers a message that should be emblazoned on the front of every customer experience training binder: I’ve learned that …
Back in March, we took a Southwest Airlines flight from Chicago to San Diego. It was a fairly lengthy flight, so I had planned on catching up on work using the airline’s WiFi. Unfortunately, things did not go as planned. The signup process went well. I entered my credit card number for the $8.00 WiFi …
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 …
Last week, I wrote about my experience at the Apple store in Even the Apple Store Isn’t the Apple Store Every Day. In that post, I mentioned that I was referred by an Apple employee to a “cell phone” store in the mall. What I did not relate was the customer experience I had at …
We live in a world of mythologized companies, and in the customer service sphere, few companies are as mythologized as Apple. From Apple’s revolutionary product design to the experience design of its stores, Apple’s almost obsessive focus on the user experience helps it rank consistently among the elite customer service companies in the country. As …
Even the Apple Store Isn’t the Apple Store Every Day Read More »
Guest Poster: Sean McGinnis It is my pleasure to introduce Sean McGinnis. Sean McGinnis is founder of 312 Digital , a company that provides digital marketing training for business owners, marketers, consultants and agency employees. He consults, speaks and blogs about SEO, internet marketing & social media. Sean is based in Chicago and has been …
Don’t Stalk Me: A Customer Experience Cautionary Tale Read More »
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