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“I’m busy right now. Let me call you back.” This is a statement that one can be very forgiving of when it comes from a long-time friend but not so forgiving of when it comes from a company. But is that changing? According to this recent survey by Software Advice, customers are starting to appreciate …
Do Customers Prefer a Call Back? This Study Says YES Read More »
I was staying at a large hotel chain in the Southwest United States earlier this week and received an unfortunate but stark reminder of how minor customer experience mishaps, delivered in succession, can accumulate for a major brand impact. For someone who speaks and writes about customer experience and customer service, I feel I am …
Customer Experience: How Minor Issues Create a Major Impact Read More »
A “customer” can be defined in different ways, as can a “client.” How do you know when a customer is a client, or the other way around? Should you treat a customer any differently than you would a client? Does it even matter? The answer is, it depends. But before we weigh in on the …
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 …
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 »
Are you easy to do business with? This business maxim has been around for a long time, but the concept has been gaining more formal attention in recent years. The Corporate Executive Board has done some noteworthy research on customer effort – the idea that the more effort customers must exert throughout a service request …
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 »
With the new year upon us, we thought it would be fun to talk about some customer service resolutions you and your organization might want to make in 2014. Of course, well-conceived strategic goals are preferable to resolutions. However, it is the new year, and resolutions are the order of the day. Like most resolutions, …
2013 was a great year for video! We were able to interview some insightful customer service professionals, marketing experts, and small business owners and received a wide variety of perspectives on customer experience and customer service. We wanted to highlight the people who contributed their great insights to CTS this past year. Please take a …
Last week, I wrote about my experience at the Apple store in Even the Apple Store Isn’t the Apple Store Every Day. In that post, I mentioned that I was referred by an Apple employee to a “cell phone” store in the mall. What I did not relate was the customer experience I had at …
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