Buffer, one of the industry-leading apps used to schedule and share content on social media, recently had a “bug” that affected 0.00599% of Buffer users (467 out of 7,800,000). A pretty small number if you asked me. So, what did they do? Well, first off, they fixed the bug and made changes to the login […]
The Best Companies Do This Even When They Don’t Have To Read More »
I watched her smile at everyone who passed her. Her gaze fell naturally on each person and she took the time to acknowledge the children. Waves, “high-fives” and plenty of thank-yous always seem to be around her. No wonder why the customers love her. How does she do it? Friendly Enough for the Customer Service Industry Good question?
You Need These 9.5 Skills to be Friendly Enough for the Customer Service Industry Read More »
Blinders. They’re used on racehorses to keep their focus on running straight ahead and to not be distracted by the horses on either side. For most horses, blinders are a good and productive means to an end. But for some of us humans working in the customer service industry, we’ve decided to wear blinders too. Is
Is Your Customer Service Team Still Wearing Blinders? Read More »
My ham and cheese omelet was delicious, cooked perfectly, and piping hot. Bite after bite I tore into the food while thinking of what lies ahead for my day. Another swallow to savor then I heard it… Hating on your customers. “I can’t take these people, I hate customers!”. I looked around to see another waitress mumbling
Why Are You Hating on Your Customer So Much? Read More »
I don’t like seeing tip cups on store counters in coffee shops. Some think it’s tacky, but others think it’s perfectly justified. What about you? Do we really have to tip you for this? Why should I tip someone for making me a cup of coffee? I don’t tip my dry cleaner who cleaned and pressed
Do We Really Have to Tip for This? Read More »
Net Promoter Score®, or NPS, measures customer experience and predicts business growth. This proven metric transformed the business world and now provides the core measurement for customer experience management programs around the world. But we should do this instead of worrying about a good NPS score. What should we do? I’ll get to that in
Do This Instead of Worrying About a Good NPS Score Read More »
In a recent post from my friend and colleague Shep Hyken, he speaks about the poor service he received at a high-end steakhouse. He explained it like this: “As the server was setting down the salads, we noticed that one of the salads had a tiny portion of salad compared to the others. It was less than half
But the Other Guy is Really at Fault Read More »
You took out a big loan to open your business; maybe even got a second mortgage on your home. Then, products and supplies were ordered on credit cards. You even convinced your spouse and kids to work there because there’s no money left for payroll. But you opened a “business of no”. Stop Being a Business of
4 Ways to Stop Being a Business of NO Read More »
Look, look, there he is. Yeah, I see ‘em. Come on, let’s go – we gotta head him off before he gets back into his office. I’m gonna get him first…not before me! Today’s post will give you 5 questions that prove how ethical you really are. As you walk the halls of your business the
5 Questions That Prove How Ethical You Really Are Read More »
Today I had the pleasure of interviewing Annette Franz. Annette is CEO of CX Journey Inc, a boutique consulting firm specializing in helping clients ground and frame their customer experience strategies in/via customer understanding. Annette’s passion lies in teaching companies about customer experience and helping them understand the critical linkage between the employee experience and
Leadership Series: Annette Franz Read More »
