Steve DiGioia

FEBRUARY 7, 2022

It seems that no matter how many times you talk to him, he continues to “forget” to do what he’s told or at worst, intentionally refuses to do it. So, what do you do with an employee like this? But even one who gives you a line like this; “ Is it really that important that I’m wearing my name tag?

Guidelines 345

Guidelines Leadership Financial Course 345

Steve DiGioia

MAY 11, 2020

He saw me drive up; I know he did – he looked right at me. I know I need to have patience, but it’s been almost a minute and he hasn’t bothered to even look up from his “most important thing” You know what? You take my business for granted so I’m taking my business elsewhere.

Loyalty 254

Loyalty Feedback Sales Customers 254

C3Centricity

APRIL 3, 2019

And getting it approved by your executive board is perhaps the most challenging part of all. Answer the CEO’s questions to their satisfaction and you will stand out from the crowd. So here are 8 actionable tips on how to write a winning marketing plan, so you can answer any question your CEO or boss asks you.

Marketing 192

Marketing How To Advertising Brands 192

ShepHyken

FEBRUARY 3, 2021

But he’s a terrible boss. When a patient – as in his customer – complains about something, he listens and then goes back to his employees, and in a knee-jerk reaction, he berates and punishes them by taking away their incentives. You can only imagine what that does to the morale of the team. And what happens next?

System 145

System Customer Service Training Training Management 145

Steve DiGioia

OCTOBER 12, 2020

There are two viewpoints to take when answering the question; is your team better with or without you. It all depends on what is more important to you as a manager. Is Your Team Better With You or Without You? The Better With You Manager. Do You Trust Your Team? Who leads the troops?

Guidelines 213

Guidelines Leadership Management Communication 213

Steve DiGioia

JANUARY 7, 2021

I like to call it “ landscaper customer service ”. They continue to uphold my expectations and quality. How Can You Get Landscaper Customer Service? Each knows their responsibility and takes it upon themselves to complete each task as required. They know what’s expected of them. They come with 3 men.

Tips 147

Tips Customer Service Customers Training 147

Experience Investigators by 360Connext

MARCH 23, 2021

Sure, you may not intend to, but there are probably ways you, as the leader of your department or organization, are sabotaging the experience your customers have. And who can blame you? Today, leaders have more expectations with fewer resources. Never dealing with customers.

Customer Experience 271

Customer Experience Contact Center Customer Journeys Metrics 271

CX Accelerator

DECEMBER 31, 2018

When we are honest with ourselves, we all know culture is the linchpin for everything we do in the Contact Center. Beth Gauthier-Jenkin, The Vice President of Customer Care at Gopher Sport recently generated a wonderful culture dialog via email. Let them tell you what that looks like.Understand where it's coming from. "Hey,

Culture 244

Culture Contact Center Leadership Employee Engagement 244

ShepHyken

JULY 27, 2022

One of my favorite sayings is, “What’s happening inside an organization is felt on the outside by the customer.” You can’t expect to consistently deliver a great customer experience if you aren’t creating a great employee experience. Have you ever conducted a staying interview? The boss is great.

Culture 67

Culture Employee Experience Customer Service Training Training 67

Kayako

MAY 25, 2017

You feel like you answer the same questions day in and day out. That’s because you probably are! Practice makes perfect and setting yourself the challenge to improve keeps you interested. There are always things you could be doing better in your conversations. I hate your product and I’m really angry.

How To 281

How To Customers Examples Customer Experience 281

Integrity Solutions

SEPTEMBER 2, 2022

” They’re challenging the assumption that you have to say yes to everything and put in hours and hours of uncompensated labor in the (often faint) hopes of a raise or a promotion down the line. .” This max exodus of talent may be slowing down a bit, but it’s far from over. No wonder employee engagement in the U.S.

Management 119

Management Employee Engagement Culture Leadership 119

C3Centricity

OCTOBER 22, 2018

If you work in consumer goods you probably think you have nothing to learn from healthcare, right? After all, you have consumers in your industry name and well healthcare’s reputation is not that great. I was recently in a clinic for surgery and was surprised by how customer (patient) centric they are.

Healthcare 202

Healthcare Consumers Customer Service Company 202

Steve DiGioia

SEPTEMBER 16, 2019

You can’t touch it, but you know it’s there. A feeling that all your efforts are finally paying off. Can you feel it? Now your team has started to believe in you. You’ve wondered, maybe even doubted yourself, if you can get this group of recruits to do better, be better, perform better.

Leadership 174

Leadership Groups Meeting Interaction 174

Steve DiGioia

MAY 16, 2016

Once again we identify the reasons for failure, reasons why your employees feel isolated and the reasons why you’re not a good leader. Do you even know the birthdays of your employees, or their work anniversary? Brag about your accomplishments. Push your agenda above others. Do you even know how they work?

Communication 0

Communication Customer Service Management Customer Experience 0

Beyond Philosophy

MARCH 4, 2023

He wants to know whether he should invest the time and money in getting his MBA. He wants to know what the true value is of an MBA, and whether it is a must-have for his career. It might surprise you to know I don’t have an MBA. (Or Did you know we have a YouTube Channel too? Or maybe not).

Connections 88

Connections Customer Experience Interaction Customers 88

Steve DiGioia

SEPTEMBER 30, 2019

In celebration of Customer Service Week (October 7-11, 2019), this post focuses on the customer service professionals who make it all possible. Others, sadly, haven’t a clue and chase away more customers than they help. Others, sadly, haven’t a clue and chase away more customers than they help. It’s a feeling.

Customer Service 222

Customer Service Self Service Customers Meeting 222

Kayako

NOVEMBER 22, 2017

There is a little irony that those of us in the customer service space have been observing since customer support first went online: Customers have become more impatient. Initially, customers wanted to be able to resolve their issues over email. Then they began to expect a response within 24 hours.

Self Service 221

Self Service Guidelines Social Media Knowledge Base 221

Experience Investigators by 360Connext

APRIL 25, 2023

“We believe in a customer-centric culture!” “Our Our values include putting the customer in the center of everything we do.” “We We are committed to being customer-centric.” You or maybe your organization may have adopted similar mottos or share the term “customer-centric culture” as a guiding principle.

Customer Centricity 143

Customer Centricity Culture Contact Center Customers 143

Customer Bliss

JULY 19, 2018

“You can’t change Rome in a day. You need a plan and you need to take baby steps,” said Sue Martin Homes , Global VP of Customer Service at Newegg , the leading tech-focused e-retailer in North America. Customer Experience Leadership Means Being a Team Player. Be sure to think things through.

Customer Focused 129

Customer Focused Multi-Channel How To e-support 129

SurveyGizmo

NOVEMBER 4, 2021

Customer experience programs are far more than surveys. Surveys will always play a part in customer experience. Executives have been trying (and largely failing) to integrate customer feedback in a meaningful and profitable way that allows for quick customer interaction and issue resolution , not just data collection.

Survey 98

Survey Return on Investment eBook System 98

Kustomer

JULY 6, 2023

According to Zurich , Gen Z is expected to make up nearly 30% of the workforce by 2025. As CMO of Kustomer, I have shadowed many customer service agents, doing hundreds of ride-alongs and stakeholder interviews, many of them with individuals from this rising generation. I know I was. The problem is, it’s not.

Customer Service 98

Customer Service Exercises Chatbots System 98

CSM Magazine

JULY 15, 2022

If you’re interested in sales and want to take your performance to the next level, we’ll discuss some key things to achieve a successful sales career. Whether you’re new to sales or have been in the profession for a while, remember that you have two audiences to satisfy: your customer and your boss.

Sales 59

Sales Company How To Policies 59

Optimove

DECEMBER 5, 2023

Take your customer segmentation to the next level with our advanced guide Download Now Generative AI has transformed marketing, with 90% of commercial leaders expecting to utilize Gen AI solutions “often” over the next two years according to ( McKinsey & Company ). You can ask : what was my top-performing campaign?

Data 59

Data Marketing Comparison Analysis 59

Experience Investigators by 360Connext

JANUARY 5, 2021

You know the brands that do customer culture well. They create such a focus on the customer that everything and everyone throughout the organization is on board. . Sometimes the customer-focused “way” is seen as a brand within a brand. It’s easy to TALK customer experience.

Customer Centricity 190

Customer Centricity Culture Customer Journeys Government 190

Russel Lolacher

MARCH 13, 2023

Thank you for that. Earlier in my career, I cut my teeth I suppose, between the University of Toronto, Scarborough, Ryerson University, now known as Toronto metropolitan you and Seneca College, where you and I have a very interesting connection. Yeah, Hamza Khan Thank you for doing that. is the answer to a chaotic world.

Leadership 98

Leadership Government Employee Experience Innovation 98

ShepHyken

APRIL 13, 2022

“Find a job you love, and you’ll never work a day in your life.” . Just out of college I started my career as a customer service expert. Just out of college I started my career as a customer service expert. These lessons laid the foundation that ignited my passion for customer service. The right thing to do.

Self Service 130

Self Service Customer Service Customer Focused Customer Service Training 130

Experience Investigators by 360Connext

NOVEMBER 24, 2014

Sure, you may not intend to, but there are probably ways you, as the leader of your department or organization, are sabotaging the experience your customers have. And who can blame you? Today, leaders have more expectations with fewer resources. Never dealing with customers.

Customer Experience 304

Customer Experience Customer Journeys Employee Engagement Social Media 304

ChurnZero

APRIL 9, 2021

Customer Success is fueled by customer interaction. The good news is that you aren’t powerless to the effects of stress. Finding ways to effectively cope with job stress benefits both your professional and personal life. Finding ways to effectively cope with job stress benefits both your professional and personal life.

Customer Success 98

Customer Success Culture Customers Exercises 98

Steve DiGioia

APRIL 9, 2018

That’s the problem, the customers don’t know why. Many affected customers say they were never informed of an account closure. If any customers believe their account has been closed in error, we encourage them to contact us directly so we can review their account and take appropriate action”. Was their payment late?

How To 166

How To Communication Poor Customer Service Social Media 166

Vonage

OCTOBER 2, 2017

One workshop participant asked this question about grading customer service excellence: “I’m designing a performance measurement system for our in-house technology team and have run into a disagreement with my boss. “He What do you think?” I also refer to this as “customer satisfaction.” “B” That’s a “C.”

Customer Service 120

Customer Service Culture Customer Service Training Customers 120

Storyminers

JULY 2, 2020

Mike Wittenstein talks to us about keeping up with constant change, creating journey maps, and building your business around your client. From setting up your back-office Web services to handling mundane accounting chores. What are your top day-to-day challenges? That may sound like a lot, but you step into it gradually.

Customer Journeys 246

Customer Journeys CRM Retail Meeting 246

GetFeedback

JANUARY 15, 2020

Customer experience (CX) is an ever-evolving industry with unexpected twists and turns. Our first interview is with the amazing Myshka Sansoin , manager of customer advocacy and self-service activation at BRP. . Q: Myshka, why are you in the CX industry? . Q: How is your experience program structured? . I love people.

Self Service 150

Self Service Culture Feedback Government 150

Kayako

JUNE 9, 2016

Particularly for humble customer support teams, who are secretly people pleasers, and find it difficult to put themselves before others for a change. But, If you get your timing and planning right, combined with the right materials, you could be looking at a $15,000 pay rise – an extra $1250 a month!

Chief Customer Officer 120

Chief Customer Officer Management How To Meeting 120

Kayako

JUNE 9, 2016

Particularly for humble customer support teams, who are secretly people pleasers, and find it difficult to put themselves before others for a change. But, If you get your timing and planning right, combined with the right materials, you could be looking at a $15,000 pay rise – an extra $1250 a month!

Chief Customer Officer 120

Chief Customer Officer Management How To Meeting 120

Customer Bliss

JUNE 6, 2018

How do you take insights from customers and drive better decision making and better product delivery? This is one of the many questions that Eric Smuda , VP of Customer Experience & Loyalty of Hertz car rental service had to ask when he joined the company to transform customer and employee experience.

Employee Experience 221

Employee Experience Culture Loyalty Travel 221

Vonage

AUGUST 24, 2017

One workshop participant asked this question about grading customer service excellence: “I’m designing a performance measurement system for our in-house technology team and have run into a disagreement with my boss. “He What do you think?”. I also refer to this as “customer satisfaction.”. “B” That’s a “C.”.

Customer Service 120

Customer Service Customers Culture Customer Service Training 120

Beyond Philosophy

JANUARY 5, 2023

However, in the context of leading a team that needs to put the customer at the center of everything they do, I have a story that explains how they are. It turns out that a customer strategy that puts the customer at the center of everything you do requires letting your employees get comfortable outside the hutch.

Leadership 78

Leadership Call Center Loyalty Course 78