Customer Service Employees Require Training – Customers Deserve Better Customer Service The latest customer service Australian Telecommunications Industry Ombudsman has been released today. Their survey found: Why do we keep putting up with this lack of customer service? Will training for customer service employees really result in improving customer experience? Or does the focus need …

Employee Engagement and Amazing Customer Experience Earlier this month I posted an article about Employee Engagement Awareness on the Rise, and more recently I noted the release of a new book, Touchpoints – Improving Leadership and Employee Engagement by Douglas R. Conant (2011), CEO of Campbell Soup Company. Recently I read the book Employees First, …

Key Stages of a Successful Customer Experience Management Program The Customer Experience Coach, David Mottershead, has released a new whitepaper outlining the key stages for implementing a successful customer experience management program. This whitepaper also details how such a program can be used as part of a framework for understanding, measuring and continually improving the …