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Bad Customer Service Isn’t the Problem. A Bad Culture Is the Problem

ShepHyken

More and more people are complaining about bad customer service. The demand for better service continues to grow, as evidenced in our customer experience research (2022 Achieving Customer Amazement study sponsored by Amazon Web Services). It’s not like companies purposely provide poor customer service.

Culture 107
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Culture is Contagious

ShepHyken

I was recently interviewed by Yigal Adato for his mastermind group, all entrepreneurs and owners of pawnshops. We were discussing how important it is to “bake” customer service into the culture. In addition, leadership and management must defend the culture. And don’t think customers won’t notice.

Culture 154
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Reshaping The Future Of Digital Customer Service: 22 Influential Leaders to Watch in 2022

TechSee

Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd. Eric’s favorite motto is “The Customer Experience is Paramount and must be the driving force to any organization.” His YouTube channel is a fantastic source of inspiration about customer experience and customer centricity in a digital world.

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Why You Must Create and Sustain a Customer-Centric Culture

Beyond Philosophy

The fact is, improving your Customer Experience means you must also become more customer-centric. But what is customer-centricity and how do you do it? Creating and sustaining a customer-centric culture was the subject of a recent podcast. The first one was, “We put customers first.”. But guess what?

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5 Top Customer Service Articles of the Week 6-7-2021

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Customer Interviews for CX: How to Conduct Interviews & How They Can Make a Difference by Jeannie Walters. Experience Investigators) Customer interviews can highlight issues in emotional ways.

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The Employee Experience Maturity Path: How Does EX Improvement Impact Customer Behavior?

InMoment XI

These signposts, or markers, represent the points along the path, or the trajectory, employee experience has taken, as companies become more mature in a) how they consider employee contribution, in other words the importance attached to it, and b) what role, or roles, employees have in enterprise culture, strategy, and business outcomes. #1:

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CX Education for Employees: Why it Matters & How to Develop Your Program

Experience Investigators by 360Connext

Why does Customer Experience Training Matter? It’s common for Customer Experience (CX) to be misunderstood as reactive customer service, support, or even ‘just being nice to customers.’ I like to define Customer Experience as: A mindset. ’ CX is much more than these, though.

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