How to Become a Leader in Customer Experience | Driven to Delight
There are leaders, followers, and…well people who just get in the way! Which are you? In business today, it takes leadership to build a business that consistently engages customers. If customers aren’t emotionally connected to your brand, through the experiences you provide, you will be vulnerable to offers and solicitations from your competitors. Such was…
How to Become a Leader in Customer Experience | Driven to Delight
There are leaders, followers, and…well people who just get in the way! Which are you? In business today, it takes leadership to build a business that consistently engages customers. If customers aren’t emotionally connected to your brand, through the experiences you provide, you will be vulnerable to offers and solicitations from your competitors. Such was…
Common Knowledge is Not So Common
I’d just crossed through a sentence I’d written in a training series for the retail team at Godiva. To me, the sentence stated the obvious when it came to the importance of “product knowledge.” My internal dialogue went something like, “Who doesn’t know that, Joseph? It’s time to take a break and come back at…
Why Businesses Should Embrace Live Chat Software for Sales and Customer Service
Live chat has been an up and coming technology for a number of years now, but its importance was driven home when we saw new research from the online help desk buyers’ research firm Software Advice. They found that regardless of the nature of the question, 56% of millennials preferred live chat over the phone,…
The best metrics for getting started with employee engagement {Guest Post}
During the last decade or so, human resource management has been essentially flipped on its head. What was once a decidedly employer-centered market has become one driven by the needs and concerns of the employee. Despite still relatively high competition for jobs in a recovering global economy, more and more companies that require a skilled…
Listening to the Unstated Need
Customer service is about transactions that fulfill a stated consumer need! Customer experience delivery, however, is more than fulfilling a transactional need. Loyalty-building experiences often involve caring for a customer by doing something unexpected. I can think of no better example of the distinction between service and experience excellence than an example from Capital One.…
Automated Call Answering Cuts Costs But Also Cuts Customers {Guest Post}
The size of a customer service department is, of course, directly related to the size of the business it is serving. A small company with only a limited number of customers will not have the same demands as a large one serving millions of people. For the latter, it can become a costly operation to…
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