Communicating What Matters Most!

Wired and Dangerous

Both had executive offices that were interior decorated to communicate importance and prestige. In the last few months we have visited the CEO’s of two different companies. Both offices were supported by an administrative assistant that could have written the book on great hosting.

Cultivating Effective Communication, Part 2

Brad Cleveland

This discussion of communication continues with four more principles common to successful contact centers. Develop Formal and Informal Channels of Communication. Effective leaders cultivate both formal and informal channels of communication.

Communication Breakdown

Customer Interactions

Recent Survey Discusses What Is and What Should Never Be in CX. NICE Systems and Boston Consulting Group recently published the “NICE BCG 2016 Customer Survey”, placing valuable insights in the light for enterprises finding themselves dazed and confused about the key trends in multi-channel customer experience (CX) today

Outstanding Patient Experience: Create Through Communication | #peopleskills

Kate Nasser

The post Outstanding Patient Experience: Create Through Communication | #peopleskills appeared first on Answering questions clearly helps create an outstanding patient experience. Have you taught everyone how to do this? Tips fr The People Skills Coach™.

Cultivating Effective Communication, Part 1

Brad Cleveland

Communication creates meaning and direction for people. When good communication is lacking, the symptoms are predictable: conflicting objectives, unclear values, misunderstandings, lack of coordination, confusion, low morale and people doing the bare minimum required.

The Importance of Communication to the Omnichannel Experience

CX Journey

Improve Operational Efficiency through real-time communication and visibility of data across channels, as 71% of shoppers agree that it is important or very important to be able to view inventory information for in-store products. People like to communicate in different ways.

Switch To New Channels For Effective Email Communication


The first step is to realize is that you’re probably not as good at communicating by email as you thought. Participants had to communicate by voice or by email. In both forms of communication they estimated about 80% of recipients would understand correctly.

Are Your Communications to Employees Thoughtful or Thoughtless?

Who's Your Gladys?

Best practices Communicating with Customers Customer Service customer service performance Developing People Leadership Marilyn Suttle performance Shifting Moods Customer Service Articles customer service training employee engagement

Why Your Office Communication Sucks!

Steve DiGioia

Office communication…the “bull-in-the-china-shop” of every office. The post Why Your Office Communication Sucks! Management communicationThis original article was written by Steve DiGioia. Something so basic that we always seem to forget about. I didn’t know about that, why isn’t there enough staff working today to take care of this rush?, she never said anything about it or why didn’t they tell me to do it that way? How many times have […].

How are You Communicating Gratitude and Appreciation?

Wired and Dangerous

When delivering innovative service, thank you means communicating gratitude in a fashion that makes customers and colleagues feel your authenticity. What are you doing today to improve the authentic communication of gratitude to your customers and colleagues?

Be Honest: Are You Communicating Effectively?

Beyond Philosophy

Effective communication is the lifeblood of any relationship, whether it’s between individuals, informal groups, within companies, between leaders and the people they govern, and, of course, between companies and their customers. Have you worked hard on your communications?

7 Tips for More Effective Communication with Customers And Coworkers

Provide Support

7 Tips for More Effective Communication with Customers And Coworkers. Strong communication skills have always been critical for career success. In customer service, an ability to communicate clearly and effectively with customers is more than just a nice skill that is desired to have.

The Changing Pattern of Consumer Communications

Experience Matters

consumers prefer to communicate with each other, analyzing their answers to the question, Which method would you most likely use to communicate with your friends? For the past several years, we’ve been examining how U.S. As you can see in the figure below: Text messages are on the rise (+8 points between 2012 and 2016), while […]. Customer experience

Words Matter: How to Manage Customer Expectations with Better Communication


Communicate your no in clear, and no uncertain terms. Communicate All Terms and Conditions Upfront. Every company has terms and conditions—the mistake is to expect the fine print to communicate that for you. it needs to be communicated upfront.

Using Communication To Make Your Brand Unforgettable in 2018

CX Journey

Once you’re there, it’s essential to develop a voice for how your business communicates that’s unique and memorable. What does this mean for how you communicate with customers? brand voice communication customer experience customer service

Employee Insight: 12 Reasons Leaders Communicate Poorly | #leadership

Kate Nasser

Important employee Insight: Reasons why leaders communicate poorly. Must read leadership communication checklist via The People Skills Coach™. The post Employee Insight: 12 Reasons Leaders Communicate Poorly | #leadership appeared first on Employee Engagement Hot Topics and New Bits Leadership Listening Power People Skills Soft Skills communication emotional intelligence interaction interpersonal skills leaders listening management managers people skills

Effective Communicator: Extroverts & Introverts Different and Equal

Kate Nasser

Don't believe the stereotype that one personality type is a more effective communicator than others. The post Effective Communicator: Extroverts & Introverts Different and Equal appeared first on Hot Topics and New Bits People Skills Personality Types communication communicator effective extravert extrovert interaction interpersonal skills introvert Personality Type Soft Skills

Communication & collaboration: essential ingredients for all great Customer Experiences


Whilst the importance of COMMUNICATION and COLLABORATION in producing great Customer Experiences may not seem like ‘new news’, I have to say that the absence of both in industries all over the world is quite frankly startling.

Communication, communication, communication! Why you cannot ‘over’ communicate when it comes to Customer Experience


I have written many times in the past about the importance of effective communication if an organisation has an intention to deliver consistently better Customer Experiences. Communicating the Customer Experience needs to be continuous, innovative and engaging.

More Change Coming for Customer Communications and Customer Experience Pros


Forrester VP and Principal Analyst Craig Le Clair ( @CSLeClair ) made some predictions about customer communications management (CCM) in The Future of CCM: Communications-As-A-Service. Customer Experience Customer Communications

Internal Communication Growing Pains and How To Solve Them

CX Journey

Good internal communication can make a big difference for any company. A failure of communication can cause projects to fail, increase costs, and can contribute to an atmosphere of discontent among your staff. communication employee experience management

How to Use Positive Communication in Customer Service


These hormones immediately influence the normal functioning of your brain , impairing logic, reason, language processing and communication. A good way to do that is by focusing on using positive communication. But creating positive communication with customers is definitely worth it.

A Quick Customer-Facing Communication Checklist

Customers That Stick

At the core of all customer experience is communication. Communication helps direct a customer to the right department, helps make a customer feel valued, and helps give context to a product or service. Of course, communication has many facets to it.

One Piece of Customer Communication that Fails to Delight


The post One Piece of Customer Communication that Fails to Delight appeared first on Customer Experience Consulting. Blog Communications Customer Engagement Customer Experience Featured communication customer journey invoices linkedin loyalty relationships touch point touchpoint

Creepy Communication: Essential Changes to Be Professional | #peopleskills

Kate Nasser

Checklist of creepy communication choices to avoid. The post Creepy Communication: Essential Changes to Be Professional | #peopleskills appeared first on Does what you say come across as professional? From Kate Nasser, The People Skills Coach™.

Customer Success Battle Scars: Communicate, Communicate, Communicate


Communicate, communicate, communicate, communicate, communicate, communicate, communicate, communicate, communicate, communicate, communicate, communicate, communicate, communicate, communicate and… communicate.

Twilio and Customer Communications: Some Assembly Required


Customer Experience Customer Communications INTOUCH

Video 15

Communicating Access Alternatives to Customers

Brad Cleveland

Call Center Contact Center Customer Access Strategy Customer Experience Customer Relationships Customer Service Videos Brad Cleveland customer access customer access strategy customer experience

Communicating Access Alternatives to Customers

Brad Cleveland

Call Center Contact Center Customer Access Strategy Customer Service Leadership Multi-channel Support Videos Brad Cleveland customer access customer access strategy leadership multichannel

How Effective are Your Service Communications? Take Another Look!

Up Your Service

Internal communications lose momentum over time. While initial launch communications are strong and creative, ongoing communications may get less and less attention. With the new year underway, this is a good time to take inventory and review your current Service Communications?

This is How You Communicate Empathy to Customers

Myra Golden

One of the characteristics is, communicate your understanding. When your customer is upset, or frustrated, you could communicate your understanding this way: “I realize you’re upset.

Video 21

Professional But Human Communication in Live Chat: How Not to Sound Like a Robot

Provide Support

Professional But Human Communication in Live Chat: How Not to Sound Like a Robot. In the age when technology rules, natural human communication still matters a lot. The more we apply technology, the more we need human interaction.

3 Words to Avoid for Better Customer Service Communication

Win the Customer

Millions of words are used each day in customer service communication; three little ones have great power to destroy your customer service experience and should be avoided at all cost. Those who a greater mastery of language and the ability to communicate have greater […]. Communication Customer Service Customer Experience engagement

#PeopleSkills Smarts: Communicate or Become Irrelevant

Kate Nasser

Use people skills smarts and communicate. The post #PeopleSkills Smarts: Communicate or Become Irrelevant appeared first on It prevents voids & vacuums of trouble. Latest business leadership tips fr Kate Nasser, The People Skills Coach™.

Tips 17

The Power of Proactive Customer Communication

Customers That Stick

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us. customer-service-techniques

How to Communicate Properly with your IT Support Provider


Here are some steps you could take to improve your communication with IT support services. Following these tips will not only make improve your communication with your tech support, but also lead to a better relationship with your IT support system.

The Words to Avoid in Live Chat Communication

Provide Support

Words to Avoid in Live Chat Communication. While communicating with customers over live chat there is always a risk to spoil the impression of the conversation by writing something inappropriate. The words you use to communicate can convey a lot of meaning.

Tips for Increasing Readability of Customer Communications


Forrester recently established the correlation between clear customer communications and increasing revenue. In customer communications management (CCM), ensuring customer satisfaction means prioritizing readability, or the ease with which readers can understand written text.

Consistency in crisis communication… is that possible?


Last Sunday, I flew from Zurich to Paris where I was supposed to take the train at the Montparnasse station to visit my family, in Niort. Leaving at 10.00 from home, I was expecting to arrive around 17.30, just on time for tea and cake. Well, I arrived at 9.45 am the following day, almost 24 hours after

Customer Communications Management Designed for Business Users


Business users want and need customer communications management (CCM) software that allows them to create and modify layouts and templates without help from IT, and without having to learn HTML5 or CSS3. Customer Experience Customer Communications