Is Customer Experience just fluff? Is all this talk of customer service, customer-centricity and customer experience merely fluff? That is the question that someone put to me recently. Allow me to answer that question from a practical perspective – lived experience at the coal face. Imagine you … [Read more...]
Giving More to Your Customers with CRM
When great customer service is received you might tell one or two people you meet. When bad customer service is received, it’s more than likely that you will tell more people - you might call out a company on Twitter, goading them into responding (or sending you a freebie) whilst simultaneously … [Read more...]
Customer Service – The Huge Gap between Intention and Reality
When it comes to looking after our customers, quite often there’s a gap, a huge gap between theory and practice. There are books about customer relations; there are videos about customer relations; there are Gurus (mostly self-appointed) about customer relations. None of them actually have to … [Read more...]
Speaking Your Customer’s Language: Skill-Based Dialogue Practice
Customer experience (or CX) is on the lime light. Customer experiences remain top priority for most companies, which are actively seeking for the ultimate strategies and technologies to leverage client-centric initiatives and improve service delivery Nowadays companies are more and more … [Read more...]
How long does it take CRM to reply?
Internet giant, Yahoo, apparently takes a long time to reply to a customer’s request for email account assistance if at all. Huh? Yep. That’s the gig it and all the other major free email services appear to operate. Each free email service operator takes customer registration data (and subsequent … [Read more...]
