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Building Bridges Cultivating Positive Relationships Customer Service Empowerment Techniques Healthcare Kudos Opinion

Divisive times dictate viewing customer service through a new lens

Customer service isn’t one-size-fits-all. While there are some policies that merit universal application, such as listening to and acting upon customer concerns in a caring and substantive way, preferences can vary considerably. What do companies do to best identify what most customers want and expect, understanding that not everyone will be happy? In the words […]

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37 and Counting Business Development Cultivating Positive Relationships Customer Service Empowerment Techniques Opinion

Employees are where customer service rubber meets the road

Companies can tout customer service, execs can make sweeping statements about its importance, reviews can show how good a job the company is doing—but at the end of the day, day-in and day-out employee performance and commitment are where customer service succeeds or fails. Perfect example: I received a text from T-Mobile telling me that […]

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37 and Counting Cultivating Positive Relationships Customer Service Empowerment Techniques General Marketing Opinion

Marketing exaggeration sets up poor service complaints

Industries ranging from telecom to travel are experiencing the downside of exaggerated marketing claims unsupported by performance. An ad touting lightning-fast 5G connections offers disappointment when customers learn that it’s available so far only in certain areas with certain cellphones. Airlines boasting terrific accommodations are almost doomed to disappoint when travelers wind up stuffed to […]

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37 and Counting Cultivating Positive Relationships Customer Service Empowerment Techniques General Marketing Opinion

Successful customer service programs develop from a place of authenticity

Essentially, treating people well and keeping them happy is substantially about treating others the way you want to be treated. Putting together and maintaining a system that will do this reliably across all customer service audiences in a rapidly expanding marketplace is the biggest challenge. Where to start? By understanding that the most successful customer […]

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37 and Counting Business Development Cultivating Positive Relationships Customer Service Empowerment Techniques General Marketing Leverage Opinion

How about when the company over-communicates because of tech snafus?

What can companies do to hedge their bets about this type of needless alienation?

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