I Don’t Care if it’s Against Company Policy

Steve DiGioia

So like a good customer you mention this to your salesperson or hotel front desk agent, expecting a quick resolution to your seemingly reasonable request. Customer Interaction against compay policy company policythat's YOUR problem, not mine!

Customer Centric Sales & Service Policies

ClearAction

Customer Centric Sales & Service Policies Lynn Hunsaker. As we strive to win customers’ hearts and share-of-wallet, remember that kindness breeds gratitude , which builds customer enthusiasm for a brand. Are we truly grateful for our customers?

Do Customer Experience Policies Empower Growth?

ClearAction

Do Customer Experience Policies Empower Growth? Do your policies set free your customers and your employees? Policies are designed to protect, but sometimes they disintegrate — rather than protect — customer relationships. Why does the policy exist?

Without desire, policies are useless

Customer Enthusiast

And while it has nothing to do with policies, protocol, or signage, it has everything to do with desire. Order Delight Your Customers: 7 Simple Ways to Raise Your Customer Service from Ordinary to Extraordinary by Steve Curtin or purchase from select retailers, including Barnes & Noble.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

topic in C-suites, AI for customer engagement is white hot. As a pioneer in AI for contact center customer service and customer. companies to transform—not just improve—customer service and. center customer service. Intelligence in the Customer Engagement.

Can a change in policy change the customer experience?

Storyminers

Sometimes, making customer experiences better can also make the world better. ’ One way to look at it: a forced-upon-its-customers policy that requires users to contractually agree to be non-discriminatory in their selection and treatment of guests staying at their properties.

‘Serial returners’ hit by new ASOS policy

Helen Dewdney

Online retailer tackles perceived abuse by online customers. ASOS has changed its returns policy. In a move that some might consider to be customer unfriendly, it has made significant changes to its returns policy.

For Great Customer Service, Treat Policies Like Plaque

Customers That Stick

Customer Service BlogWe've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.

4 Ways Your Policies Can Ruin Your Customers’ Experiences

Win the Customer

It should be obvious that how you treat your customers is a vital factor in business success, yet many companies become so focused on implementing their policies and procedures that customer satisfaction can get overlooked. It’s absolutely essential to continued success to provide the best possible customer experience you can. Here are four mistakes that can ruin your business in the eyes of its customers. Poor Customer Service.

Good Agent, Bad Policy

Pretium Solutions

Sarah shares a recent personal experience to demonstrate how important it is for companies to take a good hard look at their policies and procedures through the lens of the customer experience. A smart, customer-focused agent was painfully hamstrung by corporate policies.

Good Agent, Bad Policy

Pretium Solutions

Sarah shares a recent personal experience to demonstrate how important it is for companies to take a good hard look at their policies and procedures through the lens of the customer experience. A smart, customer-focused agent was painfully hamstrung by corporate policies.

Airways Fattist Policy is NOT about Safety

Beyond Philosophy

Apparently, Uzbekistan Airways’s new fattist policy will direct their passengers to a weigh in station at the departure gate. and flying a lot for business, I am likely to be a little more sensitive about this policy. A weigh in policy is the height of insensitivity. This policy is just another form of discrimination. If airlines need to introduce more obnoxious policies to make money why not add fees for bad flight behavior?

How Your PTO Policy Creates a Culture of Excellence

Win the Customer

Oftentimes, employees do not take time off because an employer’s PTO policies need improvement. Call Center Customer Service ManagementThis is something that can end up costing the business in the long run. Paid time off (PTO) is an important way for businesses to invest in employee satisfaction and decrease unexpected absences. However, despite most full-time U.S. workers earning paid […].

10 stories how “policy” destroys brand loyalty

The DiJulius Group

Policy can kill your brand – Policy is a bad word. Customers hate hearing the words, “Our policy is…” and even worse, employees love to use it as a crutch. One of the biggest contributors to the Customer service crisis is management’s paranoia that Customers are out to take advantage of them. Customer Service

A Tale of Two Returns or Why “That’s Our Policy” Should Be Banned from Customer Service Lingo

Who's Your Gladys?

Customer Service Dissatisfied customer Lori Jo Vest Who''s Your Gladys? customer service article customer service training defective product returns Two things that are extremely important to me are coffee and walking my dogs. Coffee keeps me functioning and my dogs keep me walking, aka getting the exercise I need to stay healthy. Unfortunately, over the last few months, both my coffee maker and my walking shoes have given me major trouble.

Are Customers Taking Advantage of Your Return Policy?

Smarter CX

When it comes to your company’s return policy, when is it time to say that enough is enough? a customer experience podcast series, hosts and CX experts Joey Coleman and Dan Gingiss discuss the unique ways that brands deal with customers who take advantage of their return policies.

Good Agent, Bad Policy

Pretium Solutions

Sarah shares a recent personal experience to demonstrate how important it is for companies to take a good hard look at their policies and procedures through the lens of the customer experience. It was quickly apparent that this is a common customer headache, as my agent’s knowing tone suggested he had heard this issue before. Here is a policy that is not only customer un-friendly but also creates an inconvenience and cost to the retailer.

CCO Shares How to Create a Customer-First Health Care System by Directly Engaging Members

Customer Bliss

How do you make health care more personal and customer-focused? This is a topic that comes up in my interview with Antoinette Taranto , Chief Customer Officer at The Colorado Department of Health Care Policy and Financing. Lean into Your Customers.

System 212

Why Your Insurance Policy Management System Doesn’t Need to Be Upgraded

Ecrion

The world is changing, technology is changing, the wants and needs of your customers are changing, why not change your policy management system? One of the primary objectives for your company should be to improve interactions with your customers. Customer Experience Insurance

How Can You Leverage GDPR to Improve Customer Experience?

Customer Bliss

As modern day consumers of digital media, you’ve probably already encountered numerous privacy policy updates through various alerts and newsletters. Many companies have been collecting and storing huge amounts of customer data for years, because, well… they could!

Why I Fired Allstate

Customer Enthusiast

It was during this call that I learned of a certain policy endorsement that applied to my claim that increased my portion of the repair cost. There are a lot of feelings that Allstate would hope to inspire in their customers and I’m pretty sure “duped” isn’t one of them.

4 Ways to Stop Being a Business of No

Steve DiGioia

Well, you’re so concerned about what you DON’T want in your store that you lost focus on what you DO want – loyal repeat customers. You want or expect, every customer to treat your store as the jewel you believe it is. you gotta be kidding with all these rules.

The Starbucks Experience Infographic | Challenges and Opportunities in Philadelphia

Michelli Experience

A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. Customer Advocacy Customer Experience Customer Value Infographic company policy employee training Starbucks starbucks experience starbucks philadelphia

How to “Center” Your Business on Customer Experience Excellence

ClearAction

How to “Center” Your Business on Customer Experience Excellence Lynn Hunsaker. Uncentered pottery will eventually crack, just as management uncentered on customers will lead to costly cracks in customer experience. That’s what customer-centricity is.

Coffee, Tea or Laptop?

ShepHyken

The United Airlines customer service debacle hurt all airlines, not just the United brand. This ban on electronics is a United States of America policy. Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author.

5 Top Customer Service Articles For the Week of May 7, 2018

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Overstock’s customer service texts have a 98 percent open rate by Ilyse Liffreing. Why are customers embracing texting? My Comment: What do customers want?

4 Things Every Employee Needs to Consider with Vacation Time

Myra Golden

Today I delivered a customer service workshop in Chicago. Perhaps, it might help some of you too, even though this is not my usual customer service focus. In a typical vacation policy, employees accrue vacation time throughout the year. Human Resources vacation policies

CX Storytime Tale of The Time that Retail Forgot

The Upsell

What happens when that very concept gets in the way between a customer and a retail company? This is the Customer Experience. Podcast change room clothing Customer experience cx jean skirt podcast retail retail store store policy yelling? When is 10 minutes not 10 minutes?

How Astea Can Help Meet GDPR Compliance

Astea

We have also taken the additional step of enhancing the Astea Alliance field service management and mobility platform to facilitate our customers’ GDPR compliance efforts. Privacy Policy.

Guest Blog: Reasons Why Eco-entrepreneurs Succeed in Winning Customer Loyalty

ShepHyken

This is a great example of finding out what is important to your customer and making it a priority. If you are seeking to gain more customers who are loyal, then you will do well to place more emphasis on the impact your business leaves on the surrounding environment.

Oracle Service Cloud Announces New Releases

Natalie Petouhof

Tweet Oracle Service Cloud announces new releases for enhanced functionality in Web Customer Service, Contact Center including the Agent Browser User Interface, Knowledge Advanced, Policy Automation, and the Oracle Service Cloud Platform.

How to Measure Customer Satisfaction With CSAT

GetFeedback

Do you really know how your customers feel about your products and services? How about the quality of your customer service? The only way to really find out is to ask, which is why so many companies measure customer satisfaction regularly. Customer onboarding.

Don’t break your brand promise

Customer Enthusiast

Many companies have brand promises that look good in ads, and emblazoned on websites, banners, and buttons, but often these promises have little credibility among customers or employees. That said, I don’t blame the security guard for enforcing hotel policy.

Why customer service is an integral part of customer experience

CloudCherry

What comes to your mind when you hear the words “good customer experience”? Customer experience (CX) is one of the most important contributors to building customer loyalty and fostering long-lasting customer relationships. Customer-to-customer interactions.

Transport for London unmoved on issue of equality

Helen Dewdney

Claire then went onto St Paul’s where a member of LU staff told her to ‘phone customer services and inform them of time of travel back as it may be possible to stop the escalator so they could walk down. In that case our staff will offer blind or visually impaired customers a taxi.”.

5 Statements Your Invoices Make To Customers

Ecrion

The average customer, however, spends less than five minutes looking over their statements. As you shake your head, understand your organization’s customers don’t enjoy paying bills either. Your customers are YOUR customers.

5 Statements Your Invoices Make To Customers

Ecrion

The average customer, however, spends less than five minutes looking over their statements. As you shake your head, understand your organization’s customers don’t enjoy paying bills either. Your customers are YOUR customers.