Customer Enthusiast

SEPTEMBER 14, 2018

For many years, I’ve gone on record saying that the reason you and I, as customers, consistently receive predictably poor customer service is because exceptional customer service is voluntary; employees don’t have to deliver it, and most don’t. This includes both coworkers and customers.

Exceptional Customer Service 67

Exceptional Customer Service Leadership Poor Customer Service Customer Service 67

Retently

JULY 28, 2023

However, making sure customer experience is handled the right way throughout your entire organization can be tricky – especially if you have a large company with multiple departments and branches. Miscommunications, low employee engagement, and the lack of a customer-centric company culture can also get in the way and make things worse.

Chief Customer Officer 142

Chief Customer Officer Customer Centricity Call Center Metrics 142

Bill Quiseng

JANUARY 10, 2016

This week’s guest post is from leadership consultant and keynote speaker Bill Hogg. I have been an avid reader of his blog where he writes about “the critical relationship between leadership, employee engagement and delivering an exceptional customer experience as a competitive advantage.”

Guidelines 60

Guidelines Exceptional Customer Service Policies Leadership 60

Smith+co CX

JUNE 20, 2022

Earlier this month in his regular Sunday Times article , Julian Richer, founder of Richer Sounds (UK’s biggest hi-fi and home cinema equipment retailer) explained his award winning style of brand leadership. In his Sunday Times column, Julian spoke about the clear link between satisfied employees and satisfied customers.

Brands 36

Brands Retail Culture Leadership 36

Customer Enthusiast

FEBRUARY 9, 2015

For many years, I’ve gone on record saying that the reason you and I, as customers, consistently receive predictably poor customer service is because exceptional customer service is voluntary; employees don’t have to deliver it, and most don’t. This includes both coworkers and customers.

Exceptional Customer Service 40

Exceptional Customer Service Leadership Employee Engagement Poor Customer Service 40

SurveySparrow

SEPTEMBER 8, 2021

As it focuses on pretty much everything about the employees – how they feel about your company, the benefits offered, the vibe they’re getting, office culture, etiquette, and leadership qualities. We now know what employee experience and its management are. Exceptional customer service at every step of the process. .

Employee Experience 59

Employee Experience Software Management Employee Engagement 59

Customer Enthusiast

SEPTEMBER 28, 2016

Many companies trumpet the importance of serving their “internal customers” and some even subscribe to the mantra: The customer comes second; our employees come first! My motivation is to hold company leadership accountable for the environment they’re creating for customers. I’m no prude.

Customer Service 40

Customer Service Comparison Customer Satisfaction Employee Engagement 40