Uncategorized Archives - Page 7 of 15

The Effortless Experience: An Interview with Matt Dixon, Part 1

The concept of customer effort first began gaining traction back in 2010 when team members from The Corporate Executive Board Company (CEB) published an article in the Harvard Business Review entitled Stop Trying to Delight Your Customers. Since that time, CEB has expanded its research into the relationship between customer effort and customer loyalty. Much […]

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How to Handle “I’m Just Browsing”

10 Comments / Uncategorized / Adam Toporek

Often in retail, you will approach a customer to offer assistance and be given some version of the browsing response. “I’m just browsing.” “Just looking.” “Just killing time.” Generally, when you are confronted with the browsing response, it means one of three things: How do you know which one describes the customer in front of

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Age of Context, Future of Experience

4 Comments / Uncategorized / Adam Toporek

When my friend Shonali Burke of the public relations firm Shonali Burke Consulting first sent me an advanced copy of Robert Scoble and Shel Israel’s new book Age of Context, I had two thoughts. My first thought was what an interesting topic. My second thought was how will I have time to read it; I

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National Customer Service Week 2013: What’s Your Plan?

2 Comments / Uncategorized / Adam Toporek

For National Customer Service Week this year, we decided to run an updated version of our previous post: National Customer Service Week 2011: What’s Your Plan? This week, October 7-13, marks National Customer Service Week (NCSW). NCSW was established by proclamation of President Bush (#41) in 1992. The beginning of the proclamation reads: In a

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Signage Matters | JoeDough Sandwich Shop Sidewalk Sign

Your Signage Sends a Message: Make Sure It’s The Right One

4 Comments / Uncategorized / Adam Toporek

When looking at the customer experience, we are confronted with numerous truths that are universal across industries and organizations. One of those truths is the following: Signage matters. Similar to how language functions — words can have denotation, literal meaning, and connotation, a deeper layer of meaning — signage communicates to your stakeholders on many

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How to Keep Employees from Becoming Double Agents

Uncategorized / CTS Team

Guest Poster: Jeff Toister 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. The double agent looked around nervously to see if anyone

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When Customers Stick: Customer Retention by the Numbers (Infographic)

11 Comments / Uncategorized / Adam Toporek

From small businesses to huge corporations, everyone wants to know the secret to keeping customers. How do we earn repeat business for years and years to come? In the infographic below, we use various customer retention statistics to break down the three most important aspects of customer retention: Understanding customer retention begins with understanding the

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Customers Lying Online: An Interesting New Study

13 Comments / Uncategorized / Adam Toporek

MIT recently released a new study showing that customers sometimes review products with companies that they’re loyal to even when they have not personally used the product. To quote the article (emphasis mine): “Even a company’s loyal customers are inclined to write negative reviews about its products, regardless of whether the customers actually have purchased

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Customer Service Training: Principles Trump Procedures

17 Comments / Uncategorized / Adam Toporek

Last week, I went to a national “market” restaurant to grab a quick lunch. I do not go to this chain often but have been an infrequent customer since I discovered it back in 1993. So, I have a bit of a long term perspective on its business and its customer service. In the past

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Netflix, Customers, and Evolving a Business Model

2 Comments / Uncategorized / Adam Toporek

As a Netflix customer, I have been fascinated by its recent move into original programming. Netflix began as a mail-order DVD service that revolutionized the movie rental business with a brilliant logistics system. Instead of driving down to the local movie rental store, consumers could now choose videos from the comfort of their homes and

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Uncategorized

The Effortless Experience: An Interview with Matt Dixon, Part 1

How to Handle “I’m Just Browsing”

Age of Context, Future of Experience

National Customer Service Week 2013: What’s Your Plan?

Your Signage Sends a Message: Make Sure It’s The Right One

How to Keep Employees from Becoming Double Agents

When Customers Stick: Customer Retention by the Numbers (Infographic)

Customers Lying Online: An Interesting New Study

Customer Service Training: Principles Trump Procedures

Netflix, Customers, and Evolving a Business Model

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