“75% of customer experience initiatives fail!” That’s a sensational headline. And one, even with a...
Read More >>>Category Archives: Customer Service
Customer Service Excellence
Recently, I gave a presentation at the Tugboat Institute Gathering of Teams. The talk focused on common missed opportunities in customer service as well as...
Read More >>>5 Universal Customer Frustrations
Apple, the trillion-dollar tech giant, is also a giant in customer service. When my iPhone battery life began to diminish, I found myself on Apple’s...
Read More >>>10 Components of a Customer Access Strategy
It could be that you have just a few people in a small department or company, handling interactions with customers. On the other hand, you...
Read More >>>Navigating Labor Shortage in Customer Service: 3 Steps You Can Take Now
You’ve likely seen the signs posted in retail and restaurants: “Please be patient with our...
Read More >>>Understanding customer expectations
An important part of customer service leadership is understanding what customers want, and ensuring your delivery and experiences meet their expectations. But what do customers...
Read More >>>Three Surprising Facts About Customer Experience
Customer experience has taken the world by storm. And with it, hundreds of consultants and researchers have flooded the market with books, interviews, training programs...
Read More >>>Quantifying customer lifetime value
Quantifying customer lifetime value, or CLV, provides powerful insight into the impact of customer experience initiatives. Put simply, CLV measures how valuable a customer is...
Read More >>>Want to Deliver a Great Customer Experience? Give Your Employees a Voice
When you think about customer experience, what comes to mind? For most people, the answer...
Read More >>>Everyone has a role in customer experience innovation
The world is changing, and customer expectations are evolving. So, innovation is the heartbeat of customer experience. But how do you innovate? Innovation, the late...
Read More >>>Harness innovation to deepen customer relationships
When developing a customer service strategy, the final step is to innovate and align. Where are the opportunities to get even better? How do you...
Read More >>>Eliminate the most damaging customer service frustrations
The principles that guide effortless customer experiences seem basic: Don’t make me wait Make it easy to access service Provide me with a knowledgeable and...
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