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Customer service communication is at it’s core a balancing act. All too often, our spirit of wanting to do everything possible for our customers runs up against the limitations that reality imposes upon us. Whether it be liability exposure, legal restrictions, operational inability, or just pure right and wrong, sometimes we must refuse what customers want …
At the end and beginning of each year, there is an inevitable flood of articles and blog posts on customer service and customer experience predictions. Sometimes I have written about these myself, other times I’ve been quoted on these topics, and on a few occasions my partner Jeannie Walters and I have discussed them on the Crack …
3 Areas to Focus your Customer Experience in 2017 Read More »
As the Thanksgiving holiday approaches here in the United States, we thought it would be a great time to discuss a few different ways you can use language to express your gratitude to customers. Thanking customers and telling them how much you appreciate them are important parts of the customer’s emotional journey, and it is …
Who owns the customer experience? This question has probably caused more organizational leaders to point fingers and reach for antacids than “why are we failing to meet projections?” Of course, the easy answer, the consultant answer, is “everyone owns the customer experience.” Drop the mic. Put the bill in the mail. The real answer, however, …
One key to designing great customer experience touch points is to understand the way our minds process and retain information. Customers do not remember every moment of a customer experience equally. First impressions and primacy effects demonstrate that the beginning of an experience can have outsized importance. Similarly, the peak-end rule informs us that specific portions …
No matter how great a customer experience your organization provides, you will always have a need for service recovery. Part of creating great customer experiences is not just designing fantastic, memorable experiences but planning and preparing for the service issues that inevitably occur. No matter how good the product or service, no matter how effective …
In my conversation with hospitality service expert Christoff Weihman, we covered a number of topics surrounding hospitality customer service, including how it is evolving and how it differs from other service models. How to Give 5-Star Hospitality Customer Service Christoff believes that 5-Star service is about feeling – how customers feel during their experience with …
One of the more popular concepts in modern customer experience thinking is the idea of the internal customer. But who exactly are internal customers, and why do they matter? An internal customer is anyone in the organization who needs assistance or interaction from another to fulfill their job responsibilities. This manifestation can happen in virtually …
Vampire customers exist in every organization. You know the ones — the ones that are excessively needy, that are overly demanding, and that can often be downright unpleasant. In short, the ones that suck the life out of your team. If your organization is like most, then I’m willing to bet that a small handful of …
Save Your Customer Service Team from Vampire Customers Read More »
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