Let’s just say it right here at the start — dealing with difficult customers stinks. Having provided customer service training to thousands upon thousands of people at all levels of organizations, I’ve learned that there is one thing every person who works with customers wants to know: how to successfully navigate difficult customer service situations […]

In this installment of our “Expert Interviews” series on YouTube, I interview Denise Lee Yohn. Denise Lee Yohn is the go-to expert on brand leadership for national media outlets, an in-demand speaker and consultant, and an influential writer.

This blog post was sponsored by my friends at Customer Contact Week. If you’re a contact center leader, make sure to check out this incredible event happening in Las Vegas on June 18-22, 2018. Our customers have psychological triggers, hot buttons that set them off and that can instantly make good experiences go bad. And […]

In the past decade or so, the term helicopter parent became popular as a description of a parent who constantly hovers over his or her children, overprotecting them and microparenting. Similarly, a helicopter rep is a customer-facing professional who hovers over the customer, creating a sense of pressure and overbearing attention. Often, helicopter reps mean […]

As a customer, there are few things more disappointing than having a great customer experience and then having it undone later by a different part of the organization. As a leader, there are few things more frustrating than creating a team that delivers fantastic customer experiences only to see your good work undone by a […]

Every organizational leader wants their teams to provide great customer experiences. They put “the customer comes first” on their company posters, they mention the phrase “customer-centric” in their annual reports, and they proudly announce the newest software update designed to improve the company’s customer experiences. Yet, these same leaders are often taken aback by the […]

In 2015, Gartner released its report saying that 89% of organizations planned to compete on customer experience in 2016. But what does it mean to compete on experience? We know that customer experience matters. Studies have shown that customer experience impacts the bottom line and how customer experience leaders outperform CX laggards. One study by Temkin […]

If you’ve studied customer service at all, you’ve certainly heard of WOW moments, those moments of extraordinary service that make an impression on customers. While these over-and-above moments are not needed to create great customer experiences, they can still have a positive impact on your customer’s emotional state. WOWing customers is generally a good thing, and you should make […]

In this installment of our “Expert Interviews” series on YouTube, I interview Shep Hyken. Shep Hyken is a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations.  He is a New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime […]