Last week a video of a Gainesville, Florida police officer following up on a noise complaint went viral. When Officer Bobby White arrived on the scene, he found a group of young kids playing basketball in the street. What he did next is a lesson in human relations, community policing, and even customer service. He played […]

Many organizations today are in a position of advantage. They have significant market share, weak competition, and strong pricing power. They can maintain their customer bases through sheer size, lack of competition, or high switching costs. As discussed in Chapter 21 of Be Your Customer’s Hero, industry consolidation trends are having a negative impact on customer experiences. Many industries […]

Customer service teams are only as effective as they are productive. With so many organizations and departments spread thin, doing more with less has become the mantra of many customer-facing teams. These 10 productivity hacks will help you maximize your efficiency and deliver better customer service across the board. Check out the SlideShare presentation below to […]

The impetus to conform is strong for many. Often, the conformity is steeped in solid reasoning and thoughtful consideration — wearing appropriate clothes to work, for instance. In other cases, the conformity is subconscious and almost frighteningly instinctual. Hence, the existence of the term “mob mentality.” In organizational settings, conformity can be a positive, helping to […]

On December 2, 2014, Jeannie Walters and I launched a podcast dedicated to all things customer; we called it Crack the Customer Code. With Crack the Customer Code, we wanted to explore the wide range of customer service and customer experience challenges that organizational leaders face on a regular basis. With 71 episodes behind us, it is […]

Too many customer experiences are ruined by one simple problem: frontline reps are not empowered to solve customer issues on the spot. Easy-to-resolve, minor issues soon become difficult-to-resolve major issues because an employee was constrained by policy, process, or simply bureaucracy. The customer, who just wanted a simple fix, now has to jump through hoops to get […]

I’ve come across the following concept a number of times in the past few years: “Customer service is a failure of customer experience.” For some customer experience practitioners, the concept seems to stem from a worldview that customer service is obsolete — that the ever-important idea of a complete customer experience successfully executed makes traditional […]

Guest Poster: Alleli Aspili The following is a guest post from Alleli Aspili, a Senior Specialist for Business Development in Infinit Outsourcing, Inc. (Infinit-O), an ISO-certified BPO company that caters inbound call center, finance and accounting and healthcare outsourcing to SMEs and who is also responsible for maintaining online brand and content for Infinit Contact, Infinit Healthcare and […]

Unfortunately, for those working in customer experience and customer service, human beings are inherently biased towards negative information. It is why the local news is known for “if it bleeds, it leads” and for promoting stories with headlines such as “is your child’s new toy a health hazard?” We are evolutionarily attuned to watch for […]