Category Archives for Customer Service Blog
The Effortless Experience by Matthew Dixon, Nick Toman, and Rick DeLisi (a One Win Book Review)
In this One Win Book Review, we take a look at The Effortless Experience by Matthew Dixon, Nick Toman, and Rick DeLisi. Check out the video below to hear Adam’s one win that you can take
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Why is Customer Service Important?
The data is in and customer experience leads to all sorts of favorable outcomes. Companies that deliver superior experiences have been found to have better employee engagement, better retention,
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3 Psychological Triggers to Prevent in Retail Customer Service
Do our customers have hot buttons? Types of interactions that immediately trigger a negative emotional reaction? When I ask these questions in our customer service trainings, the answer is
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Are Customer Service Jobs Good?
Are customer service jobs good? Well, some are, some aren’t Like any job, a lot depends on where you work and who you work for. More generally, customer service jobs can be excellent depending on
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The 80/20 Rule by Richard Koch (a One Win Book Review)
In this One Win Book Review, we take a look at The 80/20 Principle by Richard Koch. Check out the video below to hear Adam’s one win that you can take away from The 80/20 Principle to improve
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Why Customer Service Language is Used?
Why Is Customer Service Language Used? This is an interesting question, as it could mean a few things. I assume what the person asking the question means by customer service is language that is thoughtful
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What Should Be On My Customer Service Job Résumé?
What should be on my customer service job resume? I’m going to answer this in one word. Passion. There are lot of topics you should cover on your resume, but as someone who has hired hundreds
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The Non-Designer’s Design Book by Robin Williams (a One Win Book Review)
In this One Win Book Review, we take a look at The Non-Designer’s Design Book by Robin Williams. Check out the video below to hear Adam’s one win that you can take away from The Non-Designer’s
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How Customer Service Has Changed?
One question I’m often asked, particularly when doing media interviews, is how customer service has changed in recent years. Obviously, the changes have been immense, particularly if you go
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How to Use Customer Lifetime Value to Manage Employee Empowerment
Employee empowerment is one of the most underrated tools in the customer experience leaders toolbox. Employee empowerment is what I call the win-win-win of customer experience leadership. By empowering
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