ShepHyken
APRIL 11, 2023
The employees recognized that customer service is a team sport. It’s everyone’s job to make sure the customers leave happy. Unfortunately, I’ve also witnessed the opposite at a restaurant. Get more information on The Customer Focus ™ customer service training programs. I liked what I was seeing.
ShepHyken
APRIL 15, 2020
But this gentleman’s company does something different… so different, in fact, that customers actually ask to be put back on hold. Many of the trivia questions are about sports, but they’re not necessarily questions that would require you to be a true sports fan to answer. For example, “Why is home plate-shaped the way it is?”
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Lumoa
FEBRUARY 6, 2018
There are many organisations embracing a people-centric approach to business (be it employee engagement on CX or on developing strong CX programmes) but there remain a large number who fail to fully grasp the need for change. Jane Treadwell-Hoye, CCXP and Managing Director at epifani “The future of CX is at a cross road.
ClearAction
JUNE 8, 2015
Creating World-Class Customer Experience Teams. In sports, a great deal of thought goes into creating winning teams. Choosing the right players, getting everyone on the same page, practicing hand-offs and executing a clever playbook are how winning sports teams are created. Such a loose confederation would never fly in sports!
ClearAction
APRIL 3, 2015
Make sure employees buy into the Why not just the What. What is happening with employees is what will be reflected to customers: use #VoE as window to CX realities. If employee engagement is high and customer satisfaction is low, then you know you’ve got troubles. Customers First, or Employees First ?
ClearAction
SEPTEMBER 27, 2018
Center Your C-Team on Customers : Corporate objectives must make it clear that customers’ well-being is your path toward growth. Regularly assess what’s at-odds or in-harmony with your customer experience objectives. Center Your Rituals on Customers : Put a customer-focus placeholder in the template for every ritual.
ClearAction
JULY 29, 2018
Keeping the aircraft clean, adjusting policies and processes, smoothing hand-offs — everything behind-the-scenes as well as customer-facing was seen in a customer-focused viewpoint. Linden said, “Anyone in a company can deliver greater value to customers by being customer-focused.
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