Category Archives for Customer Service Blog
The 3 Biggest Customer Experience Game Changers of the Last Decade
It is an amazing time to be a customer experience expert and a fascinating time to look back at the immense changes to both the idea and practice of customer experience that the last decade has brought.Personally,
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5 Tips to Prepare Your Retail Team to Survive the Holidays
The holidays are a special time both for retail businesses and retail employees, a time of great challenge and opportunity. Having worked in retail for many years, I’ve seen how this season
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How the Mighty Fall: And Why Some Companies Never Give In by Jim Collins (a One Win Book Review)
In this One Win Book Review, we take a look at How the Mighty Fall: And Why Some Companies Never Give In by Jim Collins. Check out the video below to hear Adam’s one win that you can take away
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Thanks for Coming in Today by Charles Ryan Minton (a One Win Book Review)
In this One Win Book Review, we take a look at Thanks for Coming in Today by Charles Ryan Minton. Check out the video below to hear Adam’s one win that you can take away from Thanks for Coming
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What Are Onstage and Backstage in Customer Experience?
One of the questions I get a lot especially from people in trainings that are new to customer experience and customer service is, “What do onstage and backstage mean in customer experience?”
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Would You Do That to Your Mother? by Jeanne Bliss (a One Win Book Review)
In this One Win Book Review, we take a look at Would You Do That to Your Mother?: The “Make Mom Proud” Standard for How to Treat Your Customers by Jeanne Bliss. Check out the video below to
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Deep Work by Cal Newport (a One Win Book Review)
In this One Win Book Review, we take a look at Deep Work by Cal Newport. Check out the video below to hear Adam’s one win that you can take away from Deep Work to improve your organization’s
More...5 Sales Techniques that Work in Customer Service
A counterintuitive fact about customer service is that techniques that are primarily associated with the discipline of sales can be very effective in service interactions. It helps to think of
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Customer Service Infographic: What Are the 7 Service Triggers?
In November 2013, we released our concept of the 7 Service Triggers, a unique approach to discovering the most common hot buttons that affect broad segments of customers. The foundation of the
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Principles by Ray Dalio (a One Win Book Review)
In this One Win Book Review, we take a look at Principles by Ray Dalio. Check out the video below to hear Adam’s one win that you can take away from Principles to improve your organization’s
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