Why You Should Eliminate “No Mercy” Policies!

Customer Bliss

So, how about evolving your front line from acting as “policy cops” to being people who can do what they would do for their mom? ” How about evolving your front line from acting as 'policy cops' to being people who can do what they would do for their mom?

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

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Customer Centric Sales & Service Policies


Customer Centric Sales & Service Policies Lynn Hunsaker. Do our sales and service policies show it? A new study by Consumer Reports lists the naughty or nice policies of 20 leading consumer companies. (By

Do Customer Experience Policies Empower Growth?


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. Customer policies and employee policies go hand-in-hand.

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

individual insurance policy for home, auto, or life. If Artificial Intelligence (AI) for the overall business is a red hot. topic in C-suites, AI for customer engagement is white hot. wonder professionals, who had removed AI from their resumes, are. scrambling to add it back in!

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?

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. behavior commitment customer customer experience customs service desire performance policies signage

A Call Center Cell Phone Policy That Actually Works


Add in security concerns and there is much to consider when creating a cell phone policy for agents in the contact center. Do nothing — It’s akin to not having a sick leave policy. It’s often best to start with a moderate policy, then assess behavior and tighten the rules if needed.

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

What Businesses Need to Know About Google’s Review Policy



‘Serial returners’ hit by new ASOS policy

Helen Dewdney

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. Online retailer tackles perceived abuse by online customers. ASOS changes in terms and conditions.

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.

The Carrot and The Stick – Recent Advertising Policy Changes by Google Are A Mixed Bag


The post The Carrot and The Stick – Recent Advertising Policy Changes by Google Are A Mixed Bag appeared first on Optimove. In 2017, I stood on stage at Optimove’s flagship customer event and forecasted that by 2027, all marketing would become relationship marketing.

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?

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. This leads to […]. Customer Service

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.

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. Here is a policy that is not only customer un-friendly but also creates an inconvenience and cost to the retailer. A smart, customer-focused agent was painfully hamstrung by corporate policies. but company policy and procedures stood in his way.

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. This 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 […]. Call Center Customer Service Management

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.

Do You Recruit Bad Employees As A Matter Of Policy?

Forrester's Customer Insights

For better or for worse, my family is a customer of a large bank near my home. Once in a while I step in to the branch to update documents for my mother (she still likes to see her account balance in print), or some other such need. Here’s the kicker though: Every time I […].

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

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

Who's Your Gladys?

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. Customer Service Dissatisfied customer Lori Jo Vest Who''s Your Gladys? customer service article customer service training defective product returns

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


The world is changing, technology is changing, the wants and needs of your customers are changing, why not change your policy management system? Changing your policy management or core systems can be notoriously difficult. It might seem like the most natural thing to do.

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

Customer Bliss

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. Antoinette Taranto is the Chief Customer Officer at the Colorado Department of Health Care Policy and Financing.

System 213

Until the racism is over: A framework for empathy


Articles Healthcare Modernize Experiences Strategy and Design Healthcare Digital Experience Healthcare policy Healthcare TransformationNobody knew that 2020 would be the year the word “unprecedented” would become exhausted from overuse.

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. During the 18 years I was an Allstate customer, I estimate that I paid more than $100,000 in premiums for home, auto, and umbrella policies.

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?

4 Ways to Stop Being a Business of No

Steve DiGioia

Customer Service 4 Ways to Stop Being a Business of No business of no company policyyou gotta be kidding with all these rules. This original article was written by Steve DiGioia. You took out a big loan to open your business; maybe even got a second mortgage on your home.

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. Customers as Assets customer experience GDPR general data protection regulation policy updates

4 Things Every Employee Needs to Consider with Vacation Time

Myra Golden

In a typical vacation policy, employees accrue vacation time throughout the year. Depending on your company’s vacation policy, you may be able to turn accrued vacation time into dollars. Human Resources vacation policiesToday I delivered a customer service workshop in Chicago.

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


How to set a return policy that works for the customer and you by Sam Kliger. Retail Customer Experience) A store’s return policy is an important part of your overall approach to customer service, but it’s not as simple as making your guidelines strict or lenient.

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.

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.

CX Storytime Tale of The Time that Retail Forgot

The Upsell

Podcast change room clothing Customer experience cx jean skirt podcast retail retail store store policy yelling? When is 10 minutes not 10 minutes? The concept of time can mean different things to different people.

How Astea Can Help Meet GDPR Compliance


In keeping with the GDPR’s spirit of transparency, when vendors or customers connect to our enhanced Alliance platform via the partner portal, they will be asked to confirm their understanding of the terms and conditions, and privacy policy defined in their contract with you. Privacy Policy.

How to “Center” Your Business on Customer Experience Excellence


Customers see your company in terms of your people’s behaviors — not just the behaviors of customer-facing people, but everyone who sets and drives policies, processes, and handoffs throughout your company and its broader ecosystem. Policies — Empowering Growth.

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.

Transport for London unmoved on issue of equality

Helen Dewdney

There is certainly some confusion regarding policies and what if any of this is part of any training staff have to ensure everyone has the same message and treats people equally. 3) The policies referred to in the letter were not mentioned at all.

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.