A Refreshing and Pragmatic Approach On How To Deliver Excellent Customer Service “Uncommon Service – How to Win by Putting Customers at the Core of Your Business” By Frances Frei & Anne Morriss Published 2012 By Harvard Business Review Press – Create an environment within your organisation where all employees focus on delivering excellent customer …
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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 …
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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, …
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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 …
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