Too many customer experience (CX) initiatives never get funded because they miss the point. Too many people mistakenly advocate for improving the customer experience, enhancing customer service or boosting customer satisfaction. To get traction in your organization, you’ll have to make the
The publicity surrounding Occupy Wall Street makes me think we need our own movement in customer service. I just don’t know where to gather (suggestions here). In many ways the #OWS experience is exactly what I advocate relative to customer
While others write about the Top 10 Reasons to listen to customers more powerful examples are all around us. After all, if Zappos can generate $1B in word of mouth (WOM) revenue why do companies continue to ignore their customers?
Business Week recently announced its list of customer service standouts. These customer-focused companies provide excellent examples of how to deliver exceptional service. So read on and add to your bag of customer service tricks. What follows is a list of