Using Six Sigma to End Bad Customer Service
Imagine if you only had 3.4 bad customer experiences per million customer service interactions. That’s the idea behind the Six Sigma in customer service. Six Sigma is a quality management theory that gives businesses the blueprint to improve processes and decrease ineffective practices that contribute to bad customer service. Using [...]
5 W’s to Better Customer Service Communication
Communication one of the fundamental principles in getting great customer service right. We want to communicate with customers and we want to develop lasting, loyal customer relationships. The trouble often times comes in understanding the strategy behind customer service communication. 5 W’s will help you develop effective customer service communication. [...]
10 Customer Experience Tips from Guy Kawasaki
Guy Kawasaki has challenged customer service professionals of today to change the world through customer experience. Guy Kawasaki Thinks Customer Experience Will Change the World He’s right. Guy considers customer experience the best way to improve our relationships with employees, which in turn improves our relationships with customers. Guy Kawasaki shares [...]
Stephen Covey’s 7 Habits of Highly Effective Customer Experience
Customer experience is more than just service. Stephen Covey, best-selling author, teacher, and mentor, was a master of customer experience. With Covey’s passing, I dedicate this post to Covey, a master of experience who taught us to think abundantly and be willing to share and help those who ask for assistance. [...]
7 Most Important Words in Customer Experience
For us to be able to deliver exceptional customer experiences, it’s essential that we correctly understand the nature of customer experience, customer service, and customers themselves. Michal Falcon who blogs about customer experience growing profits and people, recently outlined the 7 most important words or terms you must understand to [...]