Customer Experience

Articles

When Customer Service Fails
Do you know what your customer service staff say to your customers? How are your customers really being treated? Every day, staff are interacting with customers. What impression do customers take away from their experience with your staff? Consider the following interaction between the service staff at a car dealership and a long standing customer…
Customer Experience, Customer Satisfaction, Leadership
Uncommon Service – Putting Customers at the Core of Your Business
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…
Book Reviews, Customer Experience, Customer Satisfaction, Employee Experience
Telco study recognises training requirement for customer service employees
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: more than half of the consumers (55 per cent) surveyed reported contact with their service providers five or more times to try and resolve an issue; more than half…
Customer Experience, Customer Satisfaction, Training
Employee Engagement and Amazing Customer Experience
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,…
Customer Experience, Employee Experience