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?

Storyminers

’ 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.

Can a change in policy change the customer experience?

Storyminers

’ 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?

Coffee, Tea or Laptop?

ShepHyken

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?

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?

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.

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

ShepHyken

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.

6 Ways to Move from Measuring Scores to Measuring Outcomes

MaritzCX

From opening a bank account, taking out an insurance policy, to going on holiday and even buying groceries in the supermarket. In today’s world, receiving customer experience feedback surveys seems part of almost every transaction.

Is the Customer Really Always Right?

BlueOcean

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.

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.

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

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

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

MaritzCX

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.

Does Your Customer Journey include Happy Processes?

Wired and Dangerous

As so often happens, the company changed a policy that impacted the customer but failed to effectively communicate the change to customers. When I spoke with a manager about the policy change the situation got uglier. They changed the policy and I don’t know why.

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.

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.

5 Tips for Managing Customer Expectations

Comm100

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

Comm100

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.

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

Comm100

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

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.

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.

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.

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.

Question Everything

CX Journey

As a result, companies need to regularly revisit rules, policies, processes, and approaches in order to ensure that the way things are done today is still relevant to changing/changed market conditions and that we are still able to deliver a great experience for both employees and customers.

3 Ways to Win Big When Customers Are Furious

360Connext

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?

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

Verint

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.

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.

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

Comm100

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.

Taking Control: understanding bailiff rights

Helen Dewdney

Alison Blackwood has been the Senior Campaigns & Policy Advocate at StepChange Debt Charity since May 2016, and is responsible for the organisation’s campaigning and policy work on civil procedure and enforcement. Before that she worked as a Senior Campaigns Officer at Citizens Advice, Strategy & Improvement Manager at London Borough of Camden and Head of Policy & Knowledge at London Voluntary Service Council.