Companies put the monkey on customer’s backs and the result is service exhaustion. Customers are glad for the outcome received, but they don’t know if they have it in them to do it again. In this video, I talk about the importance of company’s recognizing these “monkeys on customers’ backs” and doing the work to remove them.
In this Daily Dose I explain why it’s important to hire, develop, and nurture people who are available to customers, who rescue them.
Jon Herstein, Chief Customer Officer at Box, talks about delivering value as a key point of customer success and delight. He also shares a framework of 6 areas of focus for his role as CCO.
Beloved, Make-Mom-Proud companies work, craft, and deliver memories that customers remember and yearn for and go back to. They go out of their way to understand where their customers are emotionally. Learn how to cultivate a culture of memory creators in this Daily Dose video episode.
3 downloadable resources to help you improve your company’s customer experience and make changes that’ll lead to customer-driven growth.
As we move past many of the traditional ways of interacting with companies, what we expect from the people across the chat-box, the sales counter, or the service desk has changed dramatically. Especially, the newest breed of customer is flexing their spending muscle by choosing to interact with companies that provide caring people, relevance, choice, and speed. The ability to empathize and be human is now cited as a reason why customers stay or go. It is a condition for earning that sale.
Thank you for joining the movement! My friends, book number four is done! And many of you already have the […]
I designed this book to be a series of toolkits for you and your team to use while transforming your company’s customer experience. You’ll find a 5-step plan for evaluating your company’s current behaviors and implementing actions at every level of the organization to achieve the “Make Mom Proud” company status.
A unique customer experience is the outcome of a unique company. What I mean by that is that, yes a company can put tactics into place that transactionally are out of the ordinary. But in order to be steadfast in the market, and with customers, employees, and partners, as a company that is unique — they need to address both the internal and external factors to enable them to deliver in a unique manner.
In this guest post by Chip R. Bell, Chip shares lessons learned from his mother that have guided his career in customer service. A key lesson here is that others deserve your best, and that belief should be demonstrated in how your customers are served. Make all your customers want to say, “Your mama would be proud.”