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After reading an advance copy of Bob Thompson’s new book Hooked on Customers, I knew I wanted to connect with Bob and find out more about some of the insights from his book. I was particularly interested in the five organizational habits that he centers the book around. In the interview below, Bob gives us …
Hooked on Customers: An Interview with Bob Thompson Read More »
We interrupt our regularly scheduled Monday content for the Memorial Day holiday here in the United States. Each citizen observes and celebrates Memorial Day in their own way. Today, I will simply shine a spotlight on two veteran-related charities that I feel deserve more attention. Wounded Warrior Project Vision: To foster the most successful, well-adjusted …
Memorial Day, Two Charities, and a Golden Retriever Read More »
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 …
Video Customer Service Training with Jeff Toister Read More »
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 …
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. …
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 »
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 …
I am on Day 3 of the Next Generation Customer Experience Conference out in San Diego. As many of you know, Customers That Stick is a media partner for NextGen, so we’ve been talking about the conference for a few months now. NextGen is a smaller conference, a few hundred people, and is for customer …
Customer Experience: At the Edge of a New Discipline Read More »
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