Michelli Experience
JUNE 26, 2018
I became a student on the topic because I wanted my children to learn how to constructively use humor to take themselves and the world around them less seriously. Humor and Customer Experience. How and when should we use humor to engage customers? The topic for this week, thus, became irrepressible.
ShepHyken
FEBRUARY 28, 2020
If you’re a Customer Experience specialist, you might think that salespeople are not the kind of role models to get customer care tips from. I give them customer experience tips and insights, not the other way around.”. In fact, you’re probably telling yourself – “Salespeople? But you’d be surprised.
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Pointillist
APRIL 26, 2018
Silo mentality is the biggest organizational hurdle to improving customer experience.” – Chris Ward, Editor MyCustomer.com. Most customer experience professionals agree with that view. Agent name or agent ID for customer care representatives. Organizational Silos.
ClearAction
OCTOBER 4, 2015
How to Make Customer Experience Strategy Integral to Corporate Strategy. Is customer experience management in your company (a) a subset of corporate strategy, (b) unrelated to corporate strategy, or (c) a determinant of corporate strategy? How to crack that nut? Customer Experience Jenga.
Beyond Philosophy
MARCH 8, 2017
Neither of them provides a Customer Experience worth mentioning—at least not in a positive light. We asked the Customer Experience professionals there to name a Telecom they admired for the experience they provided. It isn’t clear, but it feels as if no customer call information ever gets recorded.
Wootric CX Blog
FEBRUARY 14, 2019
These authors, speakers, thought-leaders and dedicated customer experience professionals have all helped contribute to the widespread adoption of CX, not just as a strategy, but as a higher goal. They make our lives better, share their expertise, uplift our spirits, and show profound generosity. Why we love Augie: He’s the Sr.
ShepHyken
NOVEMBER 30, 2018
Goal: Improve Customer Loyalty. The best policies and procedures do not compel agents to say no to certain customers. They instruct agents on why and how to say yes. To begin, identify the situation in which your agents most commonly say “no” to customers. Task: Remove one “no” from your vocabulary.
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