In a survey conducted by CNN Money, 58% of Americans said they waited for in home appointments for the cable guy and other people for an average of four and a half hours. We, as brands, can do better. In this video I talk about the importance of addressing the “service waiting game.”
Do you believe customers are assets or cost centers? Thinking about customers as assets is my first customer experience competency. In today’s episode, I share three actions that your company must take to enable your team to act in ways that honor customers.
When you honor people’s time, when their urgency is your urgency, worry and concern is replaced with peace of mind. The shoulders relax, the dialing and the texting and the not knowing doesn’t begin. In today’s Daily Dose, I talk about why and how companies should respect customers’ time, sharing some key case studies.
As companies are ramping up their 2019 initiatives at the beginning of this year, it’s a good opportunity to look back on what we’ve learned in 2018. As customer experience leaders, we have to set the tone for our organizations by acknowledging customer needs and motivations. Today, I want to explore 3 challenges brands are facing in 2019 and what your company should do about them.
Why is delivering a one company and united “you know me” experience across our organization, a sign of respect and appreciation that we must show our customers? And yet, some companies are still asking their customer to re-tell their story to each person or with every interaction. In this Daily Dose video, I explore what companies can do to engage their customers.
How do you turn a long-standing product company into an experience company?
Even if you don’t work in hospitality, there are important CX lessons in here.
As I’ve been doing more episodes of my customer experience podcast, I’m increasingly hearing more stories about omni-channel collaboration and […]
Learning from some of the most innovative CX practitioners worldwide.
A radical equation to many.