Just the other day, my colleagues and I were discussing the little value organizations place on the orientation process and on consistent customer service training. I’m sure you’ve experienced it; showing up for work at the new job you scored and asked to shadow another employee who will show you the “ropes”. Believe it or … Continue reading Orientation & Consistent Customer Service Training – Part 6 of the Shift From Customer Service to Customer Experience Series
Mark Murphy in his interview with Dan Schawbel, contributing writing for Forbes, said that “When our research tracked 20,000 new hires, 46% of them failed within 18 months. But even more surprising than the failure rate, was that when new hires failed, 89% of the time was for attitudinal reasons and only 11% of the … Continue reading The Right Fit – Part 5 of the Shifting From Customer Service to Customer Experience Series
People management skills are a MUST for every supervisor or manager. The truth is leading people is a very hard job. It requires supervisors or managers to connect with others and to understand what the unique drivers of their team members are. One cannot take a generic approach to managing people. We are all different; … Continue reading People Management Skills – A Must For Shifting From Customer Service To Customer Experience. This Is Part 4
When I think about leadership, John C Maxwell’s quote “A leader is one who knows the way, goes the way, and shows the way” comes to mind. I mean that’s what leaders should do. A leader is someone who should be knowledgeable and experienced. A leader should have a clear vision of where they are … Continue reading Shift from Customer Service to Customer Experience Part 3 – Highly Visible Leaders
Colin Shaw defines customer experience as “the sum of all interactions between a customer and your organization. It’s the blend of your organization’s physical performance and the emotions that you create all measured against customer expectations across all points of interaction.” In my previous blog, I shared that anything and everything that touches the customer … Continue reading Shift from Customer Service to Customer Experience Part 2
There are quite a number of components that make up the customer experience. In reality everything the customer sees, hears, feels or perceives impacts the customer’s experience. In this Customer Experience Series we talk about how to provide customers with the type of experiences that lead to repeat business and customer loyalty. It’s pretty easy … Continue reading Shift From Customer Service to Customer Experience
On Saturday past, a member of my team and I were having a conversation. During the conversation, he asked if I could help him to be as strategic as I am particularly in the area of selecting his inner circle. The question took me by surprise. It’s not that I am not strategic, it’s that … Continue reading Be Strategic In Selecting Your Inner Circle
It’s just automatic! I assess the level of service I receive at every establishment I enter and that’s whether I am making a purchase or if I’m window shopping. Last week I was pleasantly surprised at the level of service I received from a new mechanic shop I used. There were a number of things … Continue reading Customer Service Is An Attitude
In the words of John C Maxwell,”Talent is never enough.” Yes, having talent is a good starting point but talent alone will not achieve your dreams. Here’s a story that illustrates this point. My son always aspired to be a professional basketball player. He is very talented and was the star of his basketball team in … Continue reading Talent is not Enough!
James Allen said “People are anxious to improve their circumstances but are unwilling to improve themselves and therefore remain bound.” These are certainly powerful and true words. Think about it for a few minutes. How many people can you think of who are anxious to be promoted on their jobs but are not qualified, who … Continue reading What Are You Waiting For?