Steve DiGioia

Do You Need to be Assertive to Provide Great Customer Service?

Steve DiGioia

…here’s 7 ways to get you started This original article was written by Steve DiGioia. You still haven’t learned how to speak up, huh? Maybe you’re just afraid of confrontation? I know, you don’t want to offend anyone, right?

Do You Have H.E.A.R.T. and Do You Use It Every Day?

Steve DiGioia

This original article was written by Steve DiGioia. Those of us in the customer service industry have much to deal with. Payroll, purchases, inventory, market share, etc. take a lion’s share of our daily tasks. But, there’s one thing I left out: the customers.

Are You a Customer Service Hero, Villain or Problem Solver?

Steve DiGioia

…here’s 3 skills every customer service actor must have This original article was written by Steve DiGioia. Ah, the life of a call center agent. A cushy job, right? You do nothing more than talk to customers on the phone and punch some information into a keypad. Sounds cool, sign me up!

Are Moments of Truth Really Worth All The Fuss?

Steve DiGioia

how a single interaction can ruin the entire customer experience This original article was written by Steve DiGioia.

Expert Forum: Choosing the Best Path for Transforming a Legacy Contact Center

The world’s most influential and customer-centric firms lead with technology, but do not let technology lead their customer relationships. Iconic firms – as such firms are labelled – recognize that providing exceptional customer experience is a key driver of increased revenue and brand loyalty. Register now to learn what strategies differentiate an iconic firm from other businesses

Are You a Good Listener? Here’s How to Tell

Steve DiGioia

…which of these 5 types are you? This original article was written by Steve DiGioia. Most people understand that in order to provide good customer service we must use one of our least appreciated soft skills – listening.

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What Happened To The Dining Experience We Used To Receive?

Steve DiGioia

do you still care about customer service or is it all about the money This original article was written by Steve DiGioia. Being in the hospitality business for over 20 years, I have seen some of the best and worst at their trade. But the dining experience sure has changed….

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11 Industry Experts Discuss “What’s More Important: Customer First or Profit First?”

Steve DiGioia

This original article was written by Steve DiGioia. Businesses across the land champion their great service and the positive experience given to their throngs of loyal customers. They tout the benefits of their product and how they tend to the specific needs, wants and desires of their customers.

How to Tell if Your Favorite Brand Monitors Social Media

Steve DiGioia

This original article was written by Steve DiGioia. Do you reach out on social media to the businesses you purchase from? If not, why not? Your Facebook or Twitter account provides an opportunity to let them know how happy you are with their product – or not!

The Top 3 Ways to Forecast for Your Contact Center

Forecasting is no easy task. It can be difficult to schedule the right amount of agents at the right time. Download our ebook to learn how to reduce overstaffing and understaffing, lower customer wait times and improve the customer experience with proper forecasting.

7 Guaranteed Ways to Lose a Customer

Steve DiGioia

because my loyalty does have limits This original article was written by Steve DiGioia. You failed them again. Be honest – face the facts! You worked hard for years to build a loyal customer base and now look at you. Your customers are leaving in droves. What happened?

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Enriching the Customer Experience Works in Any Industry

Steve DiGioia

Guest post by Ben Motteram This original article was written by Steve DiGioia. Today’s guest post is by Ben Motteram , the Principal at CXpert, a customer experience consulting company. Ben has over 20 years’ experience in customer service, and is a recognized CX thought leader. Thanks Ben!

5 Ways Apple Proves They Really Care About Customer Service

Steve DiGioia

This original article was written by Steve DiGioia. There’s a reason why Apple is a leader in not only technology but customer service too. They actually provide the vehicle(s) needed to service their customers’ needs. It’s not based on what Apple wants but on what their customers’ need.

Surprises Await When You Pretend To Be Your Own Customer

Steve DiGioia

how else will you REALLY know what's going on? This original article was written by Steve DiGioia. Stop complaining about your customers. They’re too demanding; always have something negative to say and they look for discounts”. Well, have you ever tried to be your own customer?

Getting to Iconic – How leading brands balance technology and human talent to deliver exceptional CX

The world’s most influential and customer-centric firms lead with technology, but do not let technology lead their customer relationships. Iconic firms – as such firms are labelled – recognize that providing exceptional customer experience is a key driver of increased revenue and brand loyalty. Register now to learn what strategies differentiate an iconic firm from other businesses

8 Ways Great Service is Just as Special as Your BFF

Steve DiGioia

This original article was written by Steve DiGioia. As a kid growing up in Brooklyn New York I spent countless hours with my best friend. We were neighbors and always together. Whether going to the movies, playing ball or doing other “kid stuff”, we had great times together.

Wouldn’t You Want To Do Business Like This Every Day?

Steve DiGioia

…so what’s stopping you? This original article was written by Steve DiGioia. Close your eyes. Imagine walking into a store and are immediately met by a pleasant employee with one goal in mind; to ensure you find the best product that suits your needs exactly as you wish.

Today’s Generation Just Can’t Give Good Service, Agree?

Steve DiGioia

This original article was written by Steve DiGioia. How can “kids” brought up with immediate access to information and short attention spans provide the service experience our “older” generation expects? Good question….

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Did He Really Say Have a Sparkling Day?

Steve DiGioia

I thought I was hearing things. This original article was written by Steve DiGioia. Deep inside my sleep-induced stupor I heard a faint “ding” every once and awhile, then the murmur of a man. A slight heave left or right and the clang of metal finally woke me. Then the ding came again.

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

A recent Calabrio research study of more than 1,000 C-Suite executives has revealed leaders are missing a key data stream – voice of the customer data. Download the report to learn how executives can find and use VoC data to make more informed business decisions.

What’s More Difficult; Dealing With a Customer Face-to-Face or Over the Phone?

Steve DiGioia

This original article was written by Steve DiGioia. Well I think it’s very easy to answer; face-to-face communication is definitely more difficult.

He’s So Darn Good The Competition Wants to Steal Him

Steve DiGioia

take that as a badge of honor! This original article was written by Steve DiGioia. The moment I entered the door he looked at me and smiled. Good morning, welcome to Dunkin’ Donuts. Are you looking for a great cup of coffee today?” the attendant said. He already had me smiling. “Yes

How to Manage Like a Great Movie Director

Steve DiGioia

and not like a kindergarten teacher This original article was written by Steve DiGioia. Read this script and memorize each line. You must get into the character and feel his pain, study his emotions. What makes him tick? Let’s do it again. Those were the words of the movie director.

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3 Free Sure-Fire Tips That Revive The Customer Experience

Steve DiGioia

do what's in the best interest for me, not your wallet This original article was written by Steve DiGioia. Don’t hard-sell me. I don’t like it and I promise you won’t change my mind. Touting the benefits of a product/service over my objections does nothing to sway me.

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Get the Stats- Don’t Become a Tragic Customer Experience Statistic

The results are in: only 2% of customers prefer chatbots. Yet 66% of businesses plan to use a chatbot this year, with the intention to improve customer satisfaction. Are you surprised? If so, you’re not alone. Understanding customer expectations is key to your CX strategy. But technology and consumer preferences change so fast. How well do you really know what your customers want?

My Thanks to You on Thanksgiving

Steve DiGioia

This original article was written by Steve DiGioia. Thanksgiving, the most American of holidays. Time to eat, time to drink, time to watch football. But also time to give thanks to those of you who have visited my blog, shared it with friends, read my articles, left a comment or two and subscribed.

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Are Your Service Employees No Better Than a Statue in the Park?

Steve DiGioia

…if so, here’s 5 simple ways to fix it This original article was written by Steve DiGioia. I watched the customer’s eyes scan the area, first to the left then to the right side of the store. He hoped to make eye contact with the sales woman but alas, no luck.

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How Bed Bath & Beyond Cares for its Customers and Drives Revenue Too

Steve DiGioia

This original article was written by Steve DiGioia. While walking into my local Bed Bath & Beyond store last week I was preoccupied with the thoughts of an upcoming major event; my daughter going away to college. A milestone, a traumatic event, a “relief”….

Outsmart Your Competition With These 3 Essential Skills

Steve DiGioia

This original article was written by Steve DiGioia. Big Frankie comes into your restaurant. You know the type, big guy, hands like a baseball mitt, a loud voice and brags about almost everything. Big Frankie is always the star of the show wherever he goes and wants you to know it.

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How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

I’m a Waiter, Not a Salesman!

Steve DiGioia

This original article was written by Steve DiGioia. Customers appreciate your positive attitude. They prefer to buy from those they like and those that have their best interest at heart. Here’s a post adapted from my book that shows it works in the restaurant industry. Assume the sale.

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Change Agent or King of Status Quo? Which Are You?

Steve DiGioia

This original article was written by Steve DiGioia. Aren’t you tired of hearing customers complain? Tired of low productivity and high payroll costs? Tired of watching your service scores fall month after month? What are you doing about it? Are you a change agent or the king of status quo?

Should You Really Wait For The Perfect Employee?

Steve DiGioia

…or does it even matter? This original article was written by Steve DiGioia. After your star performer quit and left you high and dry you insisted on keeping that manager position open for three weeks. Face it; your pride got the best of you. How dare he walk out like that?

5 Proven Ways Women Are Better At Customer Service

Steve DiGioia

let’s look at the facts This original article was written by Steve DiGioia. I know this may cost me my “ man card ” but there is no way a man can compete with a woman when it comes to providing great customer service, period! We’ve all read books about how to provide great customer service.

Study: The Health of the Contact Center

What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.

What’s Your Idea of Perfect Service?

Steve DiGioia

This original article was written by Steve DiGioia. What do your customers expect from you? Do you live up to their expectations or only reach your own perceived “ceiling” of service? Are you “good enough”? Maybe. But good enough for whom?

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Do All Your Touch Points Need to be Perfect?

Steve DiGioia

or, does allowing a little "customer pain" actually help? This original article was written by Steve DiGioia.

3 Reasons Why I’ll Never Insult You and Install a Chatbot On My Blog

Steve DiGioia

…I have too much respect for you to do that This original article was written by Steve DiGioia. Technology is your friend. You have an obligation to your readers to use every possible means to interact with them or, what are you afraid of?

Read How CD Baby Turns a Mundane Email Into an “Exceptional Conversation”

Steve DiGioia

This original article was written by Steve DiGioia. Correspondence from most members of the retail industry is reduced to little more than a form letter with a few “mail-merged” names; the letter can fit most circumstances and usually does.

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Best Practice Webinar: Conquering Attrition in the Contact Center

3 Imperatives to Engage and Retain Employees. Your frontline employees make or break your customer experience. Yet, attrition can mean delivering customer service with fewer and less-tenured employees, directly affecting your quality of service and forcing you to rethink your customer experience strategy. Join industry expert Lori Bocklund and Genesys experts to examine the root causes of contact center turnover. Learn how to conquer attrition with a hyper-focus on these key areas: Increase focus on coaching and development. Become more strategic in hiring and training. Discover new ways to engage your employees. Presented by. Lori Bocklund, President, Strategic Contact Inc. Cameron Smith, Global Director of Solution Strategy, Genesys. Steve Kosiba, Product Marketing Manager, Decisions & WFO, Genesys. March 21st, 2018 11 AM PST, 2 PM EST, 7 PM GMT. This webinar will be presented LIVE in North America! Not sure you have time to join the live session? Register anyway and we'll send you the recording afterward!