10 Overlooked Ways to Deliver Standout Customer Service (Items #41-#50)
While many organizations focus on the fundamentals of responsiveness and efficiency, the most distinguished companies elevate customer service by tapping into lesser-known yet impactful strategies. There are countless lists of the Top 10 Ways to move the needle for customer service. Here are ten advanced techniques (items #41–50) to help your team move from good […]
Understanding Current and Future Customer Experience Expectations
From my associate, Janice Giannini. Once upon a time, many companies viewed technology, or what they called IT, as an expense. In addition, many of them also considered call centers or customer contact centers similarly. Then, the world changed. Technology is no longer viewed only as an expense; it is a business growth driver and […]
Do A.I. Customer Services Apps Provide Better and Quicker Service Than Real People?
From my associate, Grant Tate. ChatGPT provided a framework for this article. Imagine you’re at a crowded party. In one corner, there’s a robot bartender serving drinks with precise efficiency, never spilling a drop. In another corner, there’s a human bartender, juggling orders, chatting with guests, occasionally spilling a drink, and sometimes forgetting who ordered […]
The Power of Walking in Your Customer’s Shoes
From my associate Grant Tate. “Meet us in the parking lot,” they said. “How about 10 o’clock? ”These were among my first clients: a fellow who owned a large summer camp for kids and his friend, an investor from the Washington, DC area. They had just purchased a local golf course that needed a radical […]
Why Is Fostering Excellent Customer Service So Challenging
From my associate Janice Gianinni. The most succinct description of customer experience is everything related to your business that impacts a person’s feelings and perceptions about your business. Every interaction matters, regardless of how brief, and it is independent of making a purchase. So, let’s start with a simple question: when did you last call […]