Orientation & Consistent Customer Service Training – Part 6 of the Shift From Customer Service to Customer Experience Series

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

The Right Fit – Part 5 of the Shifting 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 – A Must For Shifting From Customer Service To Customer Experience. This Is Part 4

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

Shift from Customer Service to Customer Experience Part 3 – Highly Visible Leaders

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

Shift from Customer Service to Customer Experience Part 2

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

Shift From Customer Service to Customer Experience

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