Learn how to get contact center reps to deliver outstanding customer service as your differentiator and company norm.
Doing CX Right BlogContact Center
Who owns customer service? Is it strictly the companies we buy from or do consumers have a responsibility in achieving a positive outcome too? This is the theme of my newest article in Psychology Today, co-written with Dr. Grant Brenner. We dive deep into using emotional intelligence to achieve great experiences.
Customer service operations & contact centers are going through dramatic changes in every organization and respective departments.
The new year has arrived. Holiday gift giving is officially over. Like other families, mine are enjoying their presents especially the electronic ones. While getting new devices and setting them up has gone smoothly, obtaining help to address product questions is easy in some cases and frustrating in others. No matter how much I love a product, if getting help requires a high level of effort, I often return the item and tell friends to shop elsewhere.
It boggles my mind when great brands make bad decisions that directly impact customer experiences. I recently encountered a situation that clearly demonstrates an example of Doing CX incorrectly.
It’s less expensive to keep current customers than get new. Learn how to deliver exceptional customer service at the moment people need it.