COPC Inc. Shanghai Client Seminar a Huge Success


seminar series in China brought us to Shanghai. This seminar took place on May 17 and was a great success with participants from industries spanning technology, internet, finance, automobile, outsourcing and more. The seminar series will move on to Guangzhou and Chengdu later this year.

COPC Inc. Welcomes Clients to Beijing’s First 2019 Seminar Series


s first China client seminar of 2019 was held on April 12 in Beijing, attracting participants from various industries including financial services, technology, utilities, outsourcing and many others. This Beijing seminar is the first in a series planned for China throughout 2019.

IP Migration Seminars at PSA-TEC

Customer Interactions

The second is for those individuals in a sales function, who need to develop enough consultative knowledge to effectively sell and market to customers who are thinking about making the transition. If you’re going to PSA-TEC 2010 ([link] and want to learn about transitioning from analog to IP, please feel free to register and drop in on my three 90-minute sessions.

Relationships Left To Chance Will Always Be Vulnerable

The DiJulius Group

Hardy relates how, when he was young, a seminar about personal accountability in relationships transformed. Measuring Your Customer's Experience Training To Provide A World-Class Customer Experience World-Class Leadership

6 Customer Service Facts for Every Business

Steve DiGioia

After all the money is spent, the seminars are attended and advice books read, what’s left? Here are my… 6 Customer Service Facts for Every Business. ~~~~~~~~~~~~~~~~~~. “ I recognize that my paycheck comes from the customers who buy my product or service.

Do your people ‘make’ your Customer Experience? Monarch & Specsavers believe theirs do!


Do your people ‘make’ your Customer Experience’? To see a brand leveraging the qualities of its people as a marketing tool is fascinating – it will be even more so to see if both customers and Monarch’s people themselves agree with the sentiment.

Customer experience does not apply to us – ‘we’re different’! Is it possible to be a genuinely ‘customer centric’ law firm?


During these conversations, it has become abundantly clear that those who know a lot about Legal and Accounting firms are concerned that they are amongst the most ‘un-customer centric’ organisations on the planet. They THINK that Customer Experience does not apply to them.

Customer Retention in Banking: Strategies to Get You Started


Bank Customer Retention: Why It Matters. You’ve probably heard this more than a dozen times: retaining a customer is so much cheaper than acquiring a new one. According to Kantar , banks that lead in the customer experience index have a recommendation rate that is 1.9

A Morning Shot of Customer Centricity with Hello Customer

Peter Lavers

WCL Customer Management is delighted to support Hello Customer for a breakfast seminar on September 10th with guest speaker, Daragh Kelly, Customer Intelligence Director at SKY IQ.

15 Customer Retention Strategies for Long-Term Customer Loyalty


Your customer retention is super important to your bottom line—after all, customer loyalty is well-known for being more valuable than customer acquisition. A good blog communicates to customers that you care about solving the problems in their industry.

Is Customer Bombardment Your Customer Experience Strategy?

One Millimeter Mindset

Customer bombardment should be a no-brainer non-strategy. Especially when it comes to how not to create a positive customer experience. Yet what should be common sense often flies in the face of customer experience reality. First, blasts about upcoming webinars and seminars.

Six Secrets to NEVER Share with Customers

CSM Magazine

J eff Mowatt highlights some oversharing blunders that annoy customers and limit the careers of customer service advisors. “I This was the comment made by a senior HR manager of a construction company where I was brought in to conduct some customer service training.

Event Survey Questions: 7 Questions You Must Ask Your Attendees


This is useful for applying any last-minute adjustments to your content to maximize engagement and customer satisfaction. . Mid-event surveys are a great way to gauge engagement and customer satisfaction during the event.

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How to De-escalate Angry or Agitated Customers

Myra Golden

Creating calm with difficult customers is not a matter of using aggressive tactics. It’s also not about employees being a doormat, giving in to customer demands or escalating to a supervisor. Member Benefits: Unlimited attendance to Myra’s live web seminar series for one year.

Six Secrets to NOT Share With Customers

CSM Magazine

J eff Mowatt highlights some oversharing blunders that annoy customers and limit the careers of customer service advisors. “I This was the comment made by a senior HR manager of a construction company where I was brought in to conduct some customer service training.

5 Customer Service Lessons From the Mall of America

CSM Magazine

Rick Conlow gained some key lessons from a customer service survey conducted at the Mall of America. As I held a customer service seminar at the Mall of America, I had the idea to rate the mall’s stores to gain key customer service lessons. 5 Customer Service Lessons.

10 First Steps to Improve Your Customer Experience


According to CX Network’s 2017 Digital Marketing Trends Report , customer experience ranks first as the most exciting opportunity for businesses for the third year in a row. It is no surprise that customer experience ranks highly. Customer-Focused Culture.

How to De-escalate Angry or Agitated Customers

Myra Golden

Creating calm with difficult customers is not a matter of using aggressive tactics. It’s also not about employees being a doormat, giving in to customer demands or escalating to a supervisor. Member Benefits: Unlimited attendance to Myra’s live web seminar series for one year.

15 Top Customer Service Training Courses for Your Agents (Half Are Free)


Time and time again, we see evidence that great customer service experiences are critical in maintaining customer loyalty and satisfaction. ” And customer service training is vital to maintaining excellent customer relations. Customer Service Training by ALISON.

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Amazing customer experience begins with engaged leaders


Providing amazing customer experience and customer service is not as hard as we make it seem. In the simplest form, excellent service is the result of treating customers with courtesy and respect. That begins with your customer-facing teams. Blog Customer Experience

CX Leadership in the International Gas and Energy B2B Industry with Antonio Susta

Customer Bliss

In today’s episode, I speak with Antonio Susta , Head of Customer Experience and Customer Service at The Linde Group , a world leading supplier of industrial, processes and specialty gases. . Improving Customers’ Lives is Meaningful.

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. [Originally published in

6 Consumer Trends To Fuel Your Future Customer Experience

Kerry Bodine

I’m at the at the Total CX Leaders conference and just attended an excellent seminar from Max Luthy, Director of Trends & Insights at It was so on point for companies looking to innovate the customer experience that I feel compelled to share. And Argentinian air conditioner manufacturer gave its online customers a discount based on their location—the hotter the temperature, the bigger the discount.

How does customer experience pay? Check out your portfolio

Heart of the Customer

You would think that the return on customer experience is obvious. A better customer experience improves loyalty, and loyalty means you can spend more time serving customers than chasing new ones, resulting in cost savings. So, yes, Customer Experience pays.

How to Enhance Your Status in Your Customer’s Eyes

CSM Magazine

Jeff Mowatt explains why putting your customer on a pedestal is a mistake and why treating your customer as your equal is a better approach to customer service success. It occurred to me that I was being too grateful and too deferential to a potential customer.

4 Things I Learned From Taking My Daughter to Work With Me at LinkedIn Learning

Myra Golden

I usually tell my client that I’m bringing my family with me on trips because I like to have my daughter attend seminars to see what I do. Customer Experience Design Take Your Daughter to Work Day

Customer Experience Influencers You Must Follow – Part 2

Customer Guru

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. John is an “Ex-Disney Guy” and Customer Experience Coach.

How to Create a Great User Onboarding Experience That Leads to Product Adoption and Customer Success


Perhaps product problems, loss of a key user in the account, a bad use case… Sure, these are some reasons why customers may churn, but the reality is that your churn rate is deeply connected to the quality of onboarding journey your users go through. You’re still a very happy customer.

Best Practices for Customer-Centric Decision Making


Great customer experiences don’t just happen. As we mentioned in an earlier section, our research found that adhering to a decision-making process that considers the impact on the customer is one of the practices that separate growth banks from non-growth banks. Know our customers."Listen

Digital Brick-and-Mortar: The 7 NRF Sessions For Seamless Retail Experience


Customers demand a seamless experience and Retail must deliver. There are a myriad of seminars, sessions, and keynotes to attend and defining your agenda can be a tad overwhelming. Customer Experience Analytics Events Retail

13 Short Customer Service YouTube Videos You Can Use for Training

Myra Golden

Myra Golden’s Customer Service Video Library. Top 6 Ways to Get An Angry Customer to Back Down. The Psychology of Customer Anger. Customer Service: The Issue is Not the Issue. Handling a Problem That’s the Customer’s Fault.

Are Your Customers’ Experiences Getting Sanitized?

Customer Enthusiast

If you’ve gotten to know Chip through one of his previous books or by attending one of his seminars, then you’re familiar with his extensive repertoire of illustrations that teach—like those contained in this post. Customers are lovers of sensory stimulation.

6 Tips to Planning The Perfect NPS Program


Your boss and your boss’s boss just came from a seminar on Net Promoter Score (NPS) and want you to implement an NPS program this week. You want to show them that not only are you on top of their request, but you can give them the results they are looking for — customer retention and growth. It’s tempting to simply download your customer list and send out a single NPS survey, but a rock-solid NPS program is much more than a single survey. Map your customer journey.

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Start. Stop. Continue — three Powerful Words for Goal-Setting, Process Improvement, and Self-Improvement.

Myra Golden

I end all of my customer service workshops by asking participants to write down three words. After every major project we take on at Myra Golden Seminars, I sit down and ponder Start, Stop, Continue. Customer Experience Design

Digital Feedback: Why you’re probably doing it wrong


Businesses around the world are aggressively driving as many customer interactions as possible to digital channels (web, mobile web and mobile apps) because it helps lower the cost of doing business—and because customers are demanding it. While the move to digital meets customer needs, it also creates new challenges for organizations which are trying to create differentiation through superior customer experience (CX).

How to Handle Impossible Customer Requests

CSM Magazine

Customer service is all about treating people well. But what about those times when people make impossible requests, and you feel you have to say “no” to a customer? Rich Gallagher is a communications skills expert and seminar leader.

Affordable Customer Service E-Learning

Myra Golden

. We created our customer experience eLearning portal to fully prepare frontline employees to deliver friendly, empathic and personable interactions over the phone, email and chat. Email Writing: 3 elements of a great email customer experience. How to Talk to Customers.