Steve DiGioia

FEBRUARY 7, 2022

There’s always that one employee who refuses to follow directions. So, what do you do with an employee like this? Sure, we can give him a kick in the rear and show him the door, but you never want to lose an otherwise half-decent employee if you can help it. ” What is a Company Standard?

Guidelines 345

Guidelines Leadership Financial Course 345

Experience Investigators by 360Connext

FEBRUARY 1, 2022

Your CEO understands how important customer experience is to the success of your organization. If this describes your organization, I hope you know how fortunate you are. Without action , customer experience becomes a nice platitude, but not a path to greater success. Your CEO wants the organization to succeed.

Customer Experience 376

Customer Experience Net Promoter Score Customer Experience Management Feedback 376

Customer Bliss

AUGUST 30, 2021

Her mother and late father’s guidance were responsible for so much of who she would become, and of her success. So, after that trip, Nooyi initiated a practice that she continues today. Find & Hire People Who Align With Your Company Values. Show Humanity at Work. This, Nooyi reflected, made sense. Click To Tweet.

Case Study 310

Case Study Hotels Travel Company 310

Experience Investigators by 360Connext

APRIL 2, 2024

Your relationship with customers is built one step at a time. Every interaction they have with your organization leaves an impression — and you want it to be a good one! Touchpoints’ have been a hot topic for marketing, sales, and customer experience teams for decades. And why do they matter for customer experience teams?

Touchpoint 143

Touchpoint Customer Journeys Customer Experience Social Media 143

Zeisler Consulting

APRIL 30, 2024

Fortunately, the return process was super simple from a Customer’s perspective: The company had included a return label that I could slap right on the exact same box (that we wisely chose not to let the dog get hold of) in which came the original order and all I had to do was swing past any FedEx office to get it back on its way.

Communication 93

Communication Course Resources System 93

Experience Investigators by 360Connext

APRIL 2, 2024

Your relationship with customers is built one step at a time. Every interaction they have with your organization leaves an impression — and you want it to be a good one! Touchpoints’ have been a hot topic for marketing, sales, and customer experience teams for decades. And why do they matter for customer experience teams?

Touchpoint 137

Touchpoint Customer Journeys Customer Experience Social Media 137

Steve DiGioia

MARCH 22, 2021

Those of us in the customer service industry focus much on procedures, ease of use, product availability, and the steps of service, to name a few, all in the hopes of providing our customers the best overall experience. But we’re leaving out a significant aspect of service and something very valuable for a customer in need.

Customer Service 346

Customer Service Hospitality Policies Customers 346

Steve DiGioia

NOVEMBER 8, 2022

This means that since they’re not the “headliner” or in the main event, they understand that they are a supporting act for the overall benefit of the show. Don’t Try to Compete with the Superstar Employee. They want their match the one that’s talked about when the show is finished. What can we learn from this?

Video 182

Video Training Connections Interaction 182

Bill Quiseng

DECEMBER 6, 2021

It is really disappointing to new employees that the first day of orientation is spent on defining the rules and restrictions, usually required by the legal department, that, if not followed, will result in termination. At the end of the day, someone is asking, “How was your first day at work?” Appreciate.

Customer Centricity 195

Customer Centricity Exceptional Customer Service Culture Customer Service Training 195

Experience Investigators by 360Connext

NOVEMBER 7, 2023

When working to grow their business and revenue, companies often focus most (if not all) of their resources on attracting new customers. Customers expect (and deserve!) If a customer tries a new brand that fails to deliver on their needs—especially during the earliest interactions—they have little reason to support it.

Customer Retention 271

Customer Retention Loyalty Loyalty Programs Social Media 271

Customer Bliss

AUGUST 28, 2020

We’ve had discussions about their role in developing a customer experience strategy within their organization or for other organizations, and about how they’ve had to recently pivot in their jobs. So we’re trying to balance, one, having a vision for the future. Offset Anxiety Through Clarity of Vision.

Customer Journeys 323

Customer Journeys Roadmap Leadership Customer Experience 323

ShepHyken

DECEMBER 26, 2023

I want this year to be your best year ever for creating amazing customer service and experiences. But as it applies to the customer experience, I thought it would be fun to share some ideas we need to do more of. Many, if not all, will apply to you and your business. How fast do you respond to customers?

Customer Service 157

Customer Service Tips Guidelines Policies 157

Integrity Solutions

APRIL 19, 2024

It’s about asking questions from a place of genuine curiosity, listening, fully absorbing what you’re hearing and then being willing and able to pivot in whatever direction the customer’s answers take us. The research also shows 61% of customers feel they’re treated as a number rather than a human being.

Sales 107

Sales Loyalty Communication Contact Center 107

Steve DiGioia

MAY 17, 2021

Great customer service. That’s what our customers want and that’s what we wish to provide. In today’s post, I compiled my list of the top 10 customer service acronyms to use every day. Store these in your CS toolbox to use as needed. Store these in your CS toolbox to use as needed.

Customer Service 341

Customer Service e-support Self Service Customers 341

Experience Investigators by 360Connext

NOVEMBER 17, 2020

I was so surprised when our server made such an effort to stop us to say that he appreciated how polite our boys were. Seriously – your sons are both very polite and I appreciate it!” Please and thank you can go a long, long way. Our customers provide us all the success of our businesses.

How To 372

How To Airlines Social Media Tips 372

Steve DiGioia

APRIL 19, 2021

The best intentions only get you so far and sometimes, your “best” is not good enough for your customer. And here is where your “best” gets even worse. Today’s guest post was written by my friend and customer service colleague Leslie O ‘Flahavan. I hope you enjoy her post.

Customers 304

Customers System Communication Tips 304

Customer Bliss

MARCH 18, 2020

This can simply be thought of as how we show our kindness, deliver grace and build mutual trust and respect. Here are 3 areas of leadership and humanity to consider for your business now: 1. Show Your Kindness. For your employees, this means removing the fear of leaving their home for work.

Financial 215

Financial Healthcare Policies e-support 215

BlueOcean

MARCH 24, 2022

When it comes to complex B2C customer care, the customer is anything but a faceless number in a sea of consumers. B2C brands had their worlds turned upside down by the pandemic, but what does complex customer care look like now things are leveling out? Shifting Customer Expectations. We’re in this together.

B2C 156

B2C Customer Care Contact Center First Call Resolution 156

Beyond Philosophy

FEBRUARY 15, 2024

Listen to the podcast: Bob Black, one of our podcast listeners, loves our ideas about evoking specific customer emotions. In my experience, many organizations fail to evoke a specific customer emotion. Most people agree that customer emotions are essential to an experience. ” These are not emotions, nor are they specific.

Connections 89

Connections Loyalty Brands How To 89

ShepHyken

SEPTEMBER 8, 2021

One of the favorite chapters I wrote in my recent book, I’ll Be Back: How to Get Customers to Come Back Again and Again , was about why customers would terminate their relationship with you. So, why would a customer terminate his or her relationship with you? . Apathy – Want to irritate a customer?

Social Media 164

Social Media Customer Service Training Training Customers 164

Customer Bliss

AUGUST 18, 2020

This is a guest post from Niraj Ranjan, CEO & CO-founder of Hiver – a Gmail-centric customer service solution. With over 1500 customers across 30 countries. Niraj’s focus with Hiver has been to empower companies to provide customer experiences that are more human and empathetic. . By Niraj Ranjan. Some might be angry.

Customer Service 252

Customer Service Case Study Customers Interaction 252

West Monroe

APRIL 23, 2024

Across the healthcare industry, leaders and analysts can’t seem to stop talking about a crisis with no immediate solution: a severe shortage of nurses. With an aging patient population whose demand for healthcare services is only projected to grow, how can the industry prevent this problem from spiraling out of control?

Healthcare 52

Healthcare Financial Innovation Hospitality 52

Steve DiGioia

JANUARY 4, 2021

Every employee wants this. For many in the customer service industry, there is little room for advancement and few opportunities to make “change” – a change that is meaningful, impactful, and which enhances the customer experience. Many employees are satisfied with this. What Do Managers Want From Their Employees?

Management 279

Management Trends Industry Marketing 279

Retently

MARCH 5, 2024

Acknowledging your customers with a “Thank you for your feedback” is more than good manners; it’s crucial for building lasting relationships. Whether you receive enthusiastic praise or face critical remarks, we’ll give you relevant examples and know-how to make your every response count.

Feedback 155

Feedback Effort Score Social Media Customer Satisfaction 155

Experience Investigators by 360Connext

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director. What’s the difference?

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

Steve DiGioia

MARCH 25, 2020

So many others are sharing their stories or suggestions on how they’re coping with the isolation and fear of the unknown that it seemed petty for me to still write about customer service tactics when most businesses aren’t even open – and some may never reopen because they couldn’t withstand the revenue losses during the imposed shutdowns.

Hotels 262

Hotels Course Leadership Financial 262

ECXO

MARCH 15, 2024

The 7 Sins of Customer Experience If you fancy watching a quick video summary of this article, click the link below and enjoy: The 7 Sins of CX Are you ready to discover some awesome strategies that can help you take your customers’ experience to the next level? The second sin is a lack of personalization.

Customer Experience 96

Customer Experience Net Promoter Score Customer Satisfaction Innovation 96

Steve DiGioia

MAY 25, 2020

Great customer service is comprised of many things. Besides policies and procedures which lead to a satisfied customer, your smile, positive words, and open body language are just as important – and many say even more important. Here are a few ways businesses can put their customers at ease. Speak Expressively.

Policies 328

Policies Tips Customers Groups 328

CSM Magazine

JUNE 8, 2023

Customer service sucks. It is worse today than in 1979 when I decided to do something about customer service and developed the world’s first customer service program, Feelings which was released in January 1980. The employees didn’t know how to get to their store and basically knew nothing. Customers have Feelings too.

Customer Service 105

Customer Service Customer Service Training Communication Customers 105

ShepHyken

JULY 11, 2023

All night, there was jackhammering and bulldozing on the streets where the cars will be racing. Upon checkout, I was asked, “How was your stay?” I responded, “I love this hotel. So how do you communicate something like this, that’s “out of your control?” Act like you care. A problem may be out of your control.

Hotels 118

Hotels Customer Service Training Course Communication 118

Customer Bliss

MAY 25, 2018

As you may know, I’ve just released a new book, Would You Do That To Your Mother? The Make Mom Proud Standard for How to Treat Your Customers – and I’m excited to show you the inside of the book and its components in the video below. In “Would You Do That to Your Mother?” ” Step 2.

Culture 277

Culture Customer Experience Hotels Policies 277

ShepHyken

JUNE 18, 2021

7 Keys to Successful Customer Service. He writes about the 7 customer service elements that ensure your shoppers stay happy and included. Businesses wouldn’t be anything without their customers’ continuous support. Therefore, it’s essential to show your loyal buyers how integral they are to your success.

How To 147

How To Social Media Financial Training 147

ShepHyken

AUGUST 1, 2023

One of them asked us to work with her team on a customer experience initiative that included every company employee. One of the regular assignments for their employees is to share examples of how they created a Moment of Magic® for a customer or colleague. It doesn’t have to be extravagant, but it needs to show you care.

Hotels 117

Hotels Travel Exercises Customer Service Training 117

Kustomer

JUNE 6, 2023

Although cash may be the reason you’re in business, customers are the more important commodity when it comes to keeping that business afloat. When it comes to protecting, investing and being responsible for customers’ money, they need to trust in the financial services company. Is your company meeting customer expectations?

Financial 98

Financial Company Customer Service Tips 98

Magellan Solutions

FEBRUARY 14, 2024

In recent years, the US healthcare industry has significantly increased its reliance on healthcare call center outsourcing companies to enhance patient care and operational efficiency. Healthcare organizations can hand off their growing call center needs and redirect resources toward core clinical care. This raises satisfaction.

Call Center 98

Call Center Healthcare Company Hospitality 98

Beyond Philosophy

MARCH 21, 2024

Listen to the podcast: Sometimes, things go wrong despite your best efforts. So, it’s not a matter of if but when regarding a customer crisis. Too many organizations do not plan for a customer crisis, and I want to change that. Too many organizations do not plan for a customer crisis, and I want to change that.

Telecommunications 78

Telecommunications Customer relationships Communication eBook 78

BirdEye

SEPTEMBER 12, 2023

You can no longer afford not to have a social media strategy for your business. But for businesses new to this medium, knowing what works and what doesn’t can be difficult. So, businesses must bring their A-game to see any return on their efforts at all. There is heavy competition among brands on social media.

Social Media 105

Social Media Guidelines Video Analytics 105