BlueOcean
JANUARY 6, 2020
To put it simply: focus on your holistic customer experience design before you add new channels. Each channel must prioritize issue resolution and promote customer confidence rather than get thrown into the mix as a “more is better” afterthought. Bolting on new channels with an ad-hoc approach is not the answer. Got 15 minutes?
ChurnZero
SEPTEMBER 7, 2023
Use these tips to encourage active participation, clear communication, and accountability among QBR attendees. Practice the communication imperatives of alignment, control, and affection. Alignment is understanding why the customer cares. Do you have a shared interest and objective? Are you working toward the same goal?
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Myra Golden
JUNE 2, 2016
In this keynote Myra Golden reveals that extremely difficult customers are determined to force corporations—via the customer service professional—to give in to the consumer demands—reasonable or not. This means the customer service professional must develop a response plan.
Myra Golden
JUNE 2, 2016
In this keynote Myra Golden reveals that extremely difficult customers are determined to force corporations—via the customer service professional—to give in to the consumer demands—reasonable or not. This means the customer service professional must develop a response plan.
ShepHyken
NOVEMBER 30, 2018
This week we feature an article by Brian Cantor who gives us a list of ways to achieve success and consistency when communicating with customers on any channel. – Shep Hyken. Making for a jointly admirable and problematic reality, the customer contact community often takes a lofty, wide-eyed approach to strategy and technology.
InteractionMetrics
APRIL 16, 2024
Whatever you promote about your company sets up what customers expect. For instance, if your website bellows that customer care is one of your core priorities, then naturally, customers will expect above-average customer service. Clear Communication: Build trust with transparent, clear, and proactive communication.
SurveySparrow
JANUARY 20, 2020
3 Provide information: After the purchase, there might be areas where the customer doesn’t know how to handle a situation. Do not make them call the customer care number although that should be an option. A simple non-response can put you in a place where you are vilified for not obliging to customer requests.
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