Customer Experience is About the Little Things
I buy a lot of things online and I find that customer experience varies greatly between different organizations. Although only recently a customer, I’ve been a big fan of Amazon and Zappos for a long time now purely based on the customer experience of working with these organizations. Customer Experience [...]
Customer Experience Support for the Customer Experience People
We’ve finally arrived at the week of the Total Customer Experience Leaders Summit! I’m looking forward to hearing from an excellent line up of customer experience leaders and hope you are looking forward an amazing and insightful week. If you you’re still undecided, there’s still time! The Total Customer Experience [...]
5 Basic Steps to Training Great Customer Service
One of the greatest challenge to developing great customer service often times is getting started. We read about great customer service, we attend seminars, workshops, and conferences. We’re inspired, we believe, we’re committed. But at the end of the day, we’re often left wondering: How do we do it? Let’s [...]
10 Easy Customer Experience Resolutions in 2012
Customer experience as a discipline and an art continues to gather momentum. In 2011 we saw the power of customers and the success that comes to organizations who truly focus on developing an exceptional customer experience and are leaders in providing great customer service. 2012 should be a year in which [...]
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7 Ways to Keep Customer Service Relationships Fresh
Keeping customer service relationships fresh and making on-going customer relationships unique and effective is a challenge. But Steve Cody with PepperCom recently outlined some great methods for keeping that customer relationship going strong, what Steve calls “romancing the customer”. I’ll outline his 7 ways to keep customer service relationships fresh. [...]
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The Customer Service Management Coach is a customer experience blog. Talking customer service, customer experience, and wowing the customer.