Staples’ Secret For Online Success? Extreme Customer Focus - Frank Reactions

Tema Frank

Extreme Customer Focus appeared first on Frank Reactions. Canada Customer Service / Customer Experience Frank Reactions Podcast Internet Marketing Retail Shows Social Media Usability ceo customer focus Staples Steve MatyasHard to imagine, given that Canada is still way behind when it comes to e-commerce, but Staples Canada was in the first wave of companies in the world to test the online waters.

Six differences between customer-focused companies and operations-focused companies

NewVoiceMedia

Many companies that claim to offer good customer service in reality are grounded in an operations’ mentality with rules and policies that allow for little flexibility, preventing them from rising above anything more than average or satisfactory.

How to Lead CX Transformation in a Customer-Focused Tech Organization

Customer Bliss

You need a plan and you need to take baby steps,” said Sue Martin Homes , Global VP of Customer Service at Newegg , the leading tech-focused e-retailer in North America. Customer Experience Leadership Means Being a Team Player. What department will you focus on first?

When Customer Service Gets Lost in Translation

Who's Your Gladys?

The post When Customer Service Gets Lost in Translation appeared first on Who's Your Gladys? Customer Service customer service performance Dissatisfied customer Lori Jo Vest customer focus Customer Service Articles customer service training MINI Cooper

5 Ways to Instill Customer Focused Values Throughout your Organization

360Connext

Customer experience is about so much more than call-center scripts or proper protocol around customer complaints. The best companies, the ones we know as customer experience leaders, adopt a customer focused view to everything. Happy Customer Experience Day!

Customer Service Composure Tips: 5 Ways to Stay Calm Under Pressure

Who's Your Gladys?

The post Customer Service Composure Tips: 5 Ways to Stay Calm Under Pressure appeared first on Who's Your Gladys? Can you make yourself appear calm and composed, when you’re not? When you’re nervous, do your hands get sweaty or clammy?

Tips 248

10 Customer Service Transformations That Can Overhaul Your Customer Experience

Micah Solomon

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. Last week, I suggested quick wins that could improve your customer service and customer experience. Superior customer service depends on superior customer-facing employees; here’s an article of mine on how to get them.

The Difference Between Customer Focus and… NOT

ShepHyken

His plea was, “We are so NOT customer-focused, and we need to be!” He then shared what may be one of the most crystal-clear examples of the difference between a company that is customer focused and one that isn’t. Is it easy for your customers or not?

20 Top Customer Focused Takeaways from CRM Evolution

Tricia Morris

The top challenges organizations say they face in delivering a superior customer experience are: (1) consistency across channels, (2) ensuring that all inquiries are responded to and documented, and (3) utilizing customer data to identify trends. greater customer lifetime value.

5 Habits of Highly Customer Focused Companies

CSM Magazine

In the quest to improve the customer experience and customer loyalty, it is helpful to consider the ‘cultural habits’ of successful service organizations, such as: Disney, Apple, Southwest Airlines, Wegmans, Nordstrom, and Amazon.

4 Non-Negotiable Traits of Customer Focused CEO’s

Michel Falcon Experience

To be customer focused, a CEO must pay great attention to past, present and future customer behaviours, motivations and aversions. Do you work with a customer focused CEO? Does he invest to improve the company’s customer experience on a consistent basis?

Make Customer Service a Habit -

Kristina Evey

Make Customer Service a Habit. Daily actions of Customer Service are what makes a difference in the minds of the people we work with. cultural mindset Customer Experience Management Customer service good customer service

CIOs Checklist: Are Your IT Teams Truly Customer Focused? | #CX #CustServ

Kate Nasser

CIOS, IT Directors, Managers - If your customers still say you lack customer focus, use these 12 insights to reshape your information technology culture and deliver the ultimate IT customer service. technology Ultimate Customer Service

Customer Service or Lip Service?

CX Journey

In your company, is "customer focus" just a poster on the wall? How many times have you walked into an establishment and been bombarded by posters or signs about customer satisfaction, listening to customers, great customer service, etc.? Not lip service.

12 Steps to a Customer-Focused Culture

CSM Magazine

More and more companies are recognizing just how important a deliberate and intentional customer-focused culture is, but few companies do it well. Make customer service a key priority. Be Customer-Focused: Put your customer needs ahead of your own.

4 Steps To A Customer Focused Company Culture

Help.com

A customer-centered company culture is overwhelmingly resistant to being knocked off by your competition. But the one idea that our customers value the most cannot be copied: the consistent quality of our exceptional service. That service is based on a corporate culture.

A Doctor’s Prescription for Good Customer Service

ShepHyken

This reminds us that having a good system with good people who understand how to take care of their customers is the backbone of a good service experience. The guest or customer wins because of the great service. Here’s another great story we can learn from.

Customer Service & CX Leaders Make the Best Magic TOGETHER

360Connext

The first week of October is both Customer Service Week and the week of CX Day! This week of celebrating success through CX and better customer service is an important reminder that we all serve a role in this. Customer service agents need to feel heard, too.

Customer Service Trends 2018: Creating Effortless Customer-Centric Experiences

Kayako

At Kayako, we do our best to understand not just our customers’ needs, but their customers’ needs, as well. Customers hate putting in effort to get problems resolved. Becoming customer-centric will be the goal of most businesses this year.

Trends 231

Five Ways to Create the Customer-Focus Mindset

ShepHyken

Your people attend customer service training. They learn techniques and tactics on how to deal with complaining customers, angry customers or customers who just need a little support. This is what customer service training is all about.

Emphasizing Customer-Focused Metrics in Non-Voice Channels

COPC

This is especially true as companies increasingly focus on creating an exceptional customer experience (CX) across channels. Many call center metrics focus on platform efficiencies like speed of answer, handle time, schedule adherence, etc.

When you Lose Your Customer Service Focus

Win the Customer

Most businesses fail to understand is that when you lose customer service focus it''s actually more costly to your business than great customer service. Customer Service Customer Experience Customer Focus

Raising Customer Service to an Art Form at the Townsend Hotel

Who's Your Gladys?

We love tapping into the experience of successful customer-focused business leaders. We asked Steven to share some of his secrets for taking customer service to the highest levels of distinction.

Hotels 281

Customer Service – Which Comes First – the Customer or Your Staff?

Kristina Evey

Which Comes First – The Customer or Your Staff? Customer service is an obvious and crucial focus for any company looking for sustainable financial success. You MUST focus on customers. Customers today are leaving businesses that take them for granted.

Building a strong customer-focused service culture

Eptica

Date: Wednesday, February 22, 2017 Building a strong customer-focused service culture. Essentially, it recommends building a service culture based on 5 key principles: 1). Gather insight from customers II.

Create your customer service mantra

NewVoiceMedia

Along those lines, I want you to come up with a customer service promise. For some companies, their tagline is their customer service promise. For example, Zappos.com’s tagline is Powered by Service. Three words that exhibit a commitment to the customer.

5 CX Essentials for Starting a Customer-Focused Business

Win the Customer

In order to succeed in any business, it’s critical to map out needs and wants of customers and prospects in order develop a business focused on meeting the customer experience expectations of its audience. Learn to Sell to the Right Customers.

Does Your Business Pass the Customer Service Fitness Test?

Who's Your Gladys?

Customer service is like exercise – do it right, and you see results. If it was, everyone would have six-pack abs and a stellar customer-focused culture. Want to pass the customer focus fitness test? Customer Service Marilyn Suttle

Turning a Customer Service Culture

Customers That Stick

We wish that changing a customer service culture could be like turning a Jet Ski®. We all wish that changing a customer service culture happened that way. In How Customer Service Can Save Cable , we spoke about Comcast’s plan to turn around its customer service.

15 Ways to Conduct Successful Customer Focus Groups

CSM Magazine

Maybe you are the owner of a small business who wants to find out what your customers are thinking. Maybe you work for a business, and your boss has assigned you to get some customer feedback. There is more to a focus group than just talking with a set of people.

No Toilet Paper – Is Customer Service Getting Worse?

ShepHyken

Some people claim that customer service is getting worse. Customers are getting smarter and expecting more. The customer service “bar” is raised by great companies who teach us what good customer service should be.

How Upping Their Customer Service Led to Growth in a Recession - Frank Reactions

Tema Frank

Can Customer Service Recession-Proof Your Business? Despite a recession emptying out office buildings, customer service helped Maxim Constructors massively increase in its office improvements business. Customer Experience Starts Before the Sale.

When it comes to customer service, be a leader

NewVoiceMedia

And that is what brings me to the point: Friendly customer service is contagious. Just like the old saying, “Enthusiasm is contagious”, I would extend that to customer service as well. Anyone can be a leader when it comes to customer service.

Cultivating a Customer-Focused Culture

Brad Cleveland

The number one key to sustaining great service is culture. The culture of doing the daily hard work to focus on what’s best for customers. What do organizations with the most engaged employees and customer-focused cultures have in common?

Customer Service: Listening Beats the Checklist Every Time

Steve DiGioia

She uses real life stories to ignite true customer focus, and here is her story. You can’t have a discussion about customer service without customers stressing the importance of listening. Guest Post lisen to your customer

3 key customer service trends for 2018

NewVoiceMedia

Three years ago, Gartner predicted that more than half of businesses would implement significant changes to improve customer experience by 2018. The estimated price tag of losing customers due to poor service has reached $1.6 according to Accenture’s Digital Disconnect in Customer Engagement report. Providing a seamless omni-channel service that makes sense for your customer base is essential.

Trends 192

Verint Speakers: Changing the Game through Customer Focus and Insights for Stronger Loyalty

Verint

Verint’s Martyn Riddle, marketing director, Asia Pacific region, will present as part of a panel called “Customer-Obsessed Game Changers” at this Forrester event at 2:50 p.m. CX Sydney 2017. May 9; Sydney, Australia.

November Customer Service Awards

Help.com

At Help.com , we believe in the transformative power of great customer service. Every month, we like to step back and acknowledge companies and people who have provided our team with exceptional customer service. Talk about being customer focused.

6 Things Every CEO Should Know about Customer Service

Tricia Morris

Sometimes an investment or a culture change supporting customer service is a hard sell to the CEO and the C-suite. So to help make the case, here are six things every CEO should know about the importance of customer service: 1. Let’s face it.

Purpose-Driven Leadership For Superior Customer Service

Micah Solomon

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. The standard level of customer service at most modern companies is reactive. Reactive service isn’t the worst thing in the world (it’s a lot better than negative service), but it’s not an effective way to create loyal customers.