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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
A Review of Spin Sucks by Gini Dietrich Read More »
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
The Magic Number in Customer Experience Is Two Read More »
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 »
We are super excited to announce that we officially have a book deal! The book is centered on frontline customer service and is meant to provide customer-facing employees the mindset, strategies, and techniques to provide Hero-ClassTM Customer Service. The publisher is AMACOM, a significant publisher of business books for over 50 years. AMACOM has published
We Have a Book Deal! Read More »
One of the key factors when reducing the hassle-factor in your customer experience is simply to reduce the number of steps customers have to take to get their issues resolved. A common metric for measuring success in this area, particularly in the call center industry, is first contact resolution (FCR). While I think a narrow
The Importance of First Contact Resolution Read More »
An email list can be at the heart of an organization’s customer communication strategy. If managed effectively, email communication can foster deeper and more profitable relationships with customers and potential customers. BlueHornet surveyed 1,000 U.S. consumers about their thoughts on email marketing. There are many insights to glean from the study, and below are five
Key Statistics to Help You Use Email Effectively Read More »
The business intelligence company Jaspersoft did a very interesting Big Data study, surveying 1,600 of its community members. Jaspersoft included many of its findings in a nice infographic, which we share below. As you will note, companies are embracing Big Data more than ever and becoming more comfortable with its place in organizational priorities. Here
What Do We Know About Big Data? (Infographic) Read More »
I just wrote a new post for Salesforce called 5 Tips for Decreasing Customer Wait Time That Really Work where I explore ways to minimize the negative effects of wait and hold times on the customer experience. The post contains some really interesting data that illustrates the financial interest that companies should have in reducing
The Impact of Reducing Customer Wait Time Read More »
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 »
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