ShepHyken

DECEMBER 30, 2016

This week on our Friends on Friday guest blog post my colleague, Erich Lawson, writes about the importance of being an eco-friendly business and how it can encourage loyalty among consumers. This is a great example of finding out what is important to your customer and making it a priority. – Shep Hyken. Studies have found that businesses are bound to reap numerous benefits from the implementation of social and environmental initiatives most of which require minimal capital.

Loyalty 85

Loyalty Policies Consumers Exercises 85

CSM Magazine

DECEMBER 30, 2016

You can’t just pay lip service to the idea of improving your customer service—you have to take dedicated action to do it right. Here are five easy ways to help you create top-notch customer service. 1. It all starts with hiring. When you hire, at all levels of your organization, you have to look beyond the required skills and find employees with the right personality to fit the culture you want to cultivate.

Customer Service 69

Customer Service Customer Service Representative Loyalty Customer Service Training 69

Topdown

DECEMBER 30, 2016

We’ve been taking a look at Gartner’s strategy planning guide for IT leaders responsible for defining content strategies and selecting tools for customer experience management and delivery, “ Content Management for the Digital Era: Rethinking Strategies Beyond 2016.” Analysts Karen M. Shegda, Karen A. Hobert and Hanns Koehler-Kruener make several recommendations in this report.

Strategy 48

Strategy Management Customer Experience Management Report 48

CSM Magazine

DECEMBER 30, 2016

Building and sustaining a superior service culture needs the support of committed service leaders and aligned leadership teams. Leaders must set a clear vision, inspire dedicated action, provide effective education, and cultivate a conducive environment. Let’s look at each of these four points more closely to understand a leadership team’s critical role in building an “uplifting” and sustainable service culture in an organization. 1.

Leadership 65

Leadership Culture Resources Measurement 65

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Clicktools

DECEMBER 30, 2016

By Clicktools Guest Blogger, Annette Franz, CCXP. ~~~. How well have you thought out your candidate experience? Is it designed to attract or to frustrate? Do your candidates sing your praises, or do they regret the day their resumes crossed into your inboxes? Do they feel like they’ve thrown their resumes into a sea of other candidates, waiting patiently for a response from your recruiter or the hiring manager, only for that response to never arrive?

Customer Experience 45

Customer Experience Customer Journeys Touchpoint Customers 45

dscout People Nerds

DECEMBER 30, 2016

We asked the People Nerd community for recommendations to jumpstart our New Year’s reading list.

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CSM Magazine

DECEMBER 30, 2016

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? I have a novel way to handle these situations – by permanently striking the word “no” from your vocabulary! Saying no to customers is part of our natural survival instincts, because we are naturally programmed to defend our turf.

How To 40

How To Customers Examples Connections 40

CSM Magazine

DECEMBER 30, 2016

When you hire new people, are you tempted to opt for the ones that remind you of…YOU? An all-too common mistake managers make when they hire is to look for someone who’s similar to them. It’s called the “Halo-Effect.” When halo-effect hiring decisions are made – personality, charisma, appearance and stature trump experience and skill set. This is a scary step to take in the wrong direction because it’s all too subjective, personal and dependent on the hiring manager.

Travel 40

Travel Leadership Course Culture 40