Keys to Customer Experience Excellence | Driven to Delight
Guilty! I admit it I’ve been known to take a complex topic like “customer experience excellence” and make it even more complex. So let’s take a simplified, hopefully not a simplistic, run at how to treat customers in a way that separates you from the competition. To keep me on track, I’ll offer a framework courtesy of leaders at Mercedes-Benz USA.…
Keys to Customer Experience Excellence | Driven to Delight
Guilty! I admit it I’ve been known to take a complex topic like “customer experience excellence” and make it even more complex. So let’s take a simplified, hopefully not a simplistic, run at how to treat customers in a way that separates you from the competition. To keep me on track, I’ll offer a framework courtesy of leaders at Mercedes-Benz USA.…
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,…
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The Starbucks Experience: Leadership Tips eBook
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