Steve DiGioia

Do This Instead of Worrying About a Good NPS Score

Steve DiGioia

does your Net Promoter Score tell you enough to make a difference? This original article was written by Steve DiGioia. Net Promoter Score®, or NPS, measures customer experience and predicts business growth.

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But Does She Have Customer Service Skills?

Steve DiGioia

a fancy resume is just not enough. This is it. This is the one. We’ve finally found someone with a good resume, hot damn. Look at it! Let’s call her up for an interview. Then someone says, Wait, does she have customer service skills? What do you mean? Just look at her resume.

The Best Companies Do This Even When They Don’t Have To

Steve DiGioia

it's one of the reasons why consumers maintain loyalty Buffer, one of the industry-leading apps used to schedule and share content on social media, recently had a “bug” that affected 0.00599% of Buffer users (467 out of 7,800,000). A pretty small number if you asked me. So, what did they do?

3 Ways to Serve a Customer Even When We’re Not at Our Best

Steve DiGioia

As I lay in bed, coughing and sneezing from a cold, dreading even going to the kitchen for a glass of water because of aches and pains from my unseen tormentor, I’m comforted knowing, “boy, I’m sure glad I didn’t have to go to work today”. But what if I did?

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

A Story of Availability, Convenience, and Consistency

Steve DiGioia

and donuts! I pulled into the Dunkin’ Donuts drive-thru and asked the man on the intercom if he had any glazed donuts. He said, “Sorry, we don’t have any more donuts”. WHAT? I know this was at 11 pm on a Saturday night but how can you not have any donuts? Isn’t that what you do?

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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?

You Need These 9.5 Skills to be Friendly Enough for the Customer Service Industry

Steve DiGioia

I watched her smile at everyone who passed her. Her gaze fell naturally on each person and she took the time to acknowledge the children. Waves, “high-fives” and plenty of thank-yous always seem to be around her. No wonder why the customers love her. How does she do it? Good question?

The 5 Things You Need to Know About Great Service

Steve DiGioia

While celebrating my daughter’s 20th birthday at a local steak restaurant – yes, the chicken finger & fries meals are a thing of the past, I was reminded that great service and experience doesn’t happen by accident.

Where Does the Next Customer Service Superstar Come From?

Steve DiGioia

This original article was written by Steve DiGioia. Here are two questions for you. 1) Where does an employee receive the necessary skill set to become a customer service superstar? 2) How can we identify the needed traits of a potentially great service provider?

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

17 Ways to Tell if Customer Service is Your Purpose in Life

Steve DiGioia

This original article was written by Steve DiGioia. Our “purpose” is the thing, item, or person we keep coming back to even after we’ve lost our way. Through good times and bad, we find ourselves surrounded by thoughts of what makes us feel good, feel important, and feel fulfilled.

33 Ways the Boy Scouts Can Improve Your Customer Service

Steve DiGioia

Be prepared; that’s their motto. Be prepared with a rope when you’re hiking, or with a first aid kit and canteen when out in the woods. That’s the stuff they taught us when I was a scout many years ago.

How to Send the Message That You Care to be Your Best Every Day

Steve DiGioia

can a crooked sign ruin your business? This original article was written by Steve DiGioia. You have a great product, so that’s done. Next comes finding the perfect location to set up shop and after almost a year you’re finished. Now, you’re finally open and business is flowing.

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You Can’t Give Good Service When You Don’t Know What It Is

Steve DiGioia

no wonder why today’s service is so poor! This original article was written by Steve DiGioia. One of my biggest frustrations is that today’s “ younger generation ” doesn’t have a decent point of reference to what we call good customer service.

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

The 9 Best Ways to Win Back an Upset Customer

Steve DiGioia

when you have a love of service, it's not that hard to do. This original article was written by Steve DiGioia. Many service providers have lost sight of what really matters.

Do Your Customers Believe in You?

Steve DiGioia

This original article was written by Steve DiGioia. My cat is diabetic. Domino” was diagnosed 3 months ago and since then must receive 2 insulin shots per day, 12 hours apart. That’s my job. Domino. On those times when I’m not available, the job falls on my wife or daughter.

Why Are You Hating on Your Customer So Much?

Steve DiGioia

My ham and cheese omelet was delicious, cooked perfectly and piping hot. Bite after bite I tore into the food while thinking of what lies ahead for my day. Another swallow to savor then I heard it…. “I I can’t take these people, I hate customers!”.

Black Friday Shopping Brings Out The Worst In Us

Steve DiGioia

…no wonder why customer service is so bad – my rant! This original article was written by Steve DiGioia. We have turned into a group of inconsiderate, rude, thoughtless, disrespectful and egocentric miserable people.

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A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

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?

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!

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 Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

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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4 Ways to Stop Being a Business of No

Steve DiGioia

you gotta be kidding with all these rules. This original article was written by Steve DiGioia. You took out a big loan to open your business; maybe even got a second mortgage on your home. Then, product and supplies were ordered on credit cards.

12 Rules to End Bad Customer Service – Part 2

Steve DiGioia

This original article was written by Steve DiGioia. Once again, time to discuss how to end bad customer service. Have you followed any of my first 6 rules in Part 1? I h ope so, because I know they work. Strap yourself in; here’s Part 2. . ~~~~~~~~~~~~~~~~~~~~~~~~~~~.

Is Your Customer Service Team Still Wearing Blinders?

Steve DiGioia

Blinders. They’re used on racehorses to keep their focus on running straight ahead and to not be distracted by the horses on either side. For most horses, blinders are a good and productive means to an end. But for some of us humans working in the customer service industry, we’ve decided to wear blinders too. We focus on our job with little interaction with our fellow co-workers. We think this “laser focus” is our key to success until we’re shown the door. Then we ask, “Why am I being fired?”.

Personalized Customer Experience with All-In-One Voice, Video, Chat, Contact Center

Reliable communications are mission critical in today’s business environment. Customers are increasingly selective, and companies compete on the customer experience. Incorporating integrated communications as a key component is driving high returns.

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.

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!

Customer Service: Listening Beats the Checklist Every Time

Steve DiGioia

Guest Post by Kate Nasser, The People Skills Coach™ This original article was written by Steve DiGioia. Today’s guest post is by Kate Nasser, The People Skills Coach™, Founder & President CAS, Inc. She uses real life stories to ignite true customer focus, and here is her story.

This is Why Cheerleaders Give the Best Customer Service

Steve DiGioia

get your pom-poms out! This original article was written by Steve DiGioia. Last Monday I was fortunate to get out of work early enough to rush over to watch my daughter’s cheerleading squad perform during the high school football game.

The Definitive Guide to Customer Education Metrics

As you build and scale your customer education program, the right data can help you identify patterns, make evidence-based decisions, and adapt strategy to meet business goals. In this eBook, Skilljar will share the data and metrics best practices that have helped their customers meet program goals and communicate business impact.

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.