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

Steve DiGioia

Your response… “ It’s against company policy ” for me to do that… Continue reading… The post I Don’t Care if it’s Against Company Policy appeared first on Steve DiGioia and was written by Steve DiGioia. Customer Interaction against compay policy company policy

Can a change in policy change the customer experience?


’ 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. Will it work and what will the outcomes of this change in policy be?

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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.

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. No matter how air-tight and comprehensive you think your policies are, emphasize a personal approach to sales, customer service, and anyone else who interacts with the public.

Coffee, Tea or Laptop?


This ban on electronics is a United States of America policy. So, when faced with a government-imposed regulation, or even a tough company policy , what can you do, like Qatar Airlines has done, to comply, but still make it easier on your customers?

Simple Ways Employees and Employers Benefit From BYOD Policy

Win the Customer

87 percent of companies currently allow employees to bring their own devices to work. Have we finally overcome the fear of BYOD by seeing its real benefits? Technology

Does Sports Direct treat customers as badly as staff?

Helen Dewdney

Its returns policy on their website is very poor and misleading. Returns policies should be transparent. I do not believe that Sports Direct policy is do you? So this kind of policy is counterproductive. What do you think of Sport’s Direct reputation?

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?

For Great Customer Service, Treat Policies Like Plaque

Customers That Stick

We'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. Customer Service Blog

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.

Can a change in policy change the customer experience?


’ 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. Will it work and what will the outcomes of this change in policy be?

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


Notably, there is increased awareness on the implementation of environmentally friendly policies from more people across the world that are seen as detrimental by consumers before making purchases from not only eco-friendly but also ethical minded businesses.

Is the Customer Really Always Right?


In fact, with lengthy and complex policies in play – the customer is often “wrong” about the details of their coverage. If you’ve read every word of every policy you’ve ever bought, you deserve a medal.

Here’s How to Keep Customers Coming Back for More

Steve DiGioia

What about a simple return policy ; a policy where the customer is not forced to espouse the failed merits of the product in order to justify returning the item? it's really not that difficult This original article was written by Steve DiGioia.

10 stories how “policy” destroys brand loyalty

Julius 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. This leads to […]. Customer Service

Keep Them Coming Back: How a Great Culture Ensures a Great Customer Experience


Or maybe it was an exceptionally simple return process created via corporate policy and enabled by. Our experiences as customers can be moving and memorable. Think about the last time you received above-and-beyond service. You might remember an employee who was personally engaged in problem-solving with you, truly invested in helping you reach a solution. View Article

Customer Service Rules vs. Guidelines: Lessons about Customer Service

Customer Interactions

Sometimes “company policy” drives me crazy. Often policies are perceived as unbendable rules. When it comes to customer service, the words policies and rules may not be the best choice of words for creating a customer focused environment.

Employee Engagement: Why You Need It, and How to Increase It

ICC Decision Services

Do you know how they feel about their jobs, the company as a whole, its policies and procedures, and its leadership? Among the world’s leading brands, a top-down commitment to building and maintaining a customer-centric culture is priority one.

5 Tips for Managing Customer Expectations


No matter what precedent you set (or clear policies you have in place), what other companies have done, whether your competitors or companies in entirely different industries, will guide customer expectations regarding what you should be delivering.

How to Prevent Difficult Customers in Retail: Online Stores


Set Return Policies. According to a comScore study with UPS , 67% of the 5,000 consumers surveyed checked a company’s return policy before making a purchase online, and 58% want a “no questions asked” experience. “Thank your customer for complaining and mean it.

Don’t break your brand promise

Customer Enthusiast

While I was attempting to “put more play in my stay” and #BringTheFun with my family, the security officer, citing hotel policy, asked me to pack up our pizzas and eat them elsewhere.). That said, I don’t blame the security guard for enforcing hotel policy.

The Customer Is Not Always Right: 5 Tips to Help You Say “No”


Other times they demand unreasonable discounts or returns that counter your policy—one that was put in place for a good reason. They ask for something that goes against company policy.

Tips 114

Every customer experience project is a culture project

Heart of the Customer

When your culture focuses more on its own viewpoint than your customers’, you end up with convoluted processes, terrible return policies, and overly-complicated products. Culture is the biggest determinant of effective customer experience.

The 8 Remarkable Traits of Leadership

Steve DiGioia

We help our coworkers and have come up with plenty of new procedures and policies that have stream-lined the department. What makes a leader? Is it making great speeches or bossing others around? Of course not. This original article was written by Steve DiGioia. Leadership.

Outside-In vs. Inside-Out Thinking

CX Journey

Image courtesy of 10ch In the world of customer experience, what's the difference between outside-in and inside-out? Inside-out thinking means your focus is on processes, systems, tools, and products that are designed and implemented based on internal thinking and intuition.

3 Strategies to Create Empowered “CX Catalysts”—Employee Advocacy Is Not Enough


BYOD (bring your own device) policies and mobile apps. No matter how “e” or electronic your company, your employees need to be prepared and motivated to deliver the right experiences. Operational dashboards. KPI scorecards.

When the social media team turns anti-social…

Helen Dewdney

A company “no name” policy is an unfortunate hangover from the 20 th century, where companies would refuse to provide the names of their directors and staff, out of fear that they might be “poached” by other companies.

3 Ways to Win Big When Customers Are Furious


It may be reasonable to have a 30-Day Return Policy, but if you are receiving angry feedback, it means something is wrong with the policy or how it’s being executed. Have you ever had to deal with a customer who was really angry?

The Most Important Thing in Customer Experience? The Customer Perspective -

Kristina Evey

If it’s the FIRST time this has happened with this customer – Do you stick to your “policy” and say “It’s after the 15th of the month, the fee stands as stated in our policy.”

Big Changes at Airbnb

Beyond Philosophy

Short term rental website airbnb, plagued by claims that its hosts discriminate against minorities, announced policies last week designed to put those problems to rest. As these companies grow, the policies that worked at their founding need adjustment.

11 Cyber Security Risks Every Business Should Prepare For [Visual Guide]


Absence of information management policies. Only 39% of companies have information management policies in place, and those without often suffer costly cyber attacks. Employing a bring your own device (BYOD) policy.

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Paid Maternity Leave Carves Path for Women in the Workplace

Think Customers

Employee Engagement healthy employee policies healthy families act paid maternity leave policies the US and maternity leave In his annual State of the Union Address last week, President Obama outlined his proposal for Congress to allow six weeks of paid maternity and paternity leave for all workers. On Jan. 15, Obama already signed a presidential memorandum guaranteeing federal workers six weeks of paid leave if they have a new child.

What’s Wrong With This Company?

Steve DiGioia

The manner in which policies, procedures, hiring practices, equipment purchasing, accounting and a myriad of other actions are determined by the owners, board of directors, investors and the like based on what they believe to be best for that particular business. why do they do things like this? This original article was written by Steve DiGioia. That’s not the way it’s supposed to be? Why do we need to do this? I can’t work this way. What’s wrong with this company?

How to Avoid Customer Support Growing Pains


If you make changes to your customer support policies or strategies, ensure that everyone in the customer service team (or better yet the entire company) is aware of them and that they are documented in your customer support manual or policy guides.

The Ultimate Checklist to Customer-Approved E-commerce Experience


Are there links in your product pages that will take customers to relevant pages such as stock availability, return and exchange policies, and any useful information to help the target buyer make the purchase? Have an Easy-to-understand Return Policy.

Customer Service vs. Customer Experience: What’s the Difference?


So many companies are talking about customer experience (CX). They’re putting it at the top of the corporate agenda. They’re creating new positions within their organizations and hiring customer experience representatives. They’re making CX software part of their investment priority.

Bring customer service to life

Very Best Service

Bring customer service to life When designing a new customer service policy, it is very tempting to go for the minimal offering. Rationale is clear, as such a policy keeps costs low, keeps things simple and provided that expectations are met the customers are unlikely to be disatisfied.

Top 5 Elements of Enterprise IT Infrastructure


As a general business practice, organizations need to adhere to industry standards when it comes to setting up their policies, systems, or processes including those related to IT infrastructure services. Your security controls go hand in hand with your information security policy.

Believe Your Customers

Customer Bliss

As tempting as it is to debate customers to uphold a policy to the letter of the law, suspend the cynicism and work to believe your customers. And because of all the ‘ifs, ands, and buts’ in our policies, we’ve conditioned customers to come in with their dukes up when they have a problem.

The 10 Commandments of Customer Experience

CX Journey

Thou shalt kill bad policies and rules. Is there a stupid rule or policy in place whose origin cannot be recalled by anyone? Are bad policies making it painful for employees to do their jobs well or to deliver the desired customer experience?