Unhappy! That’s the adjective I’d use to describe it. It’s the feeling you get when you realize you are working at a job, in a position, that’s draining the life out of you. There are many reasons people experience this sense of despair: Some were sold dreams and the reality of the organization or the … Continue reading Unhappy?
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
Many companies face a challenge with engaging their employees. Some companies do not find it necessary to engage their employees on any level – why should they? Employees are being paid a salary what else do they expect? Some companies think it is something to consider but don’t exactly know what to do about it. … Continue reading Does It Make Sense to Focus On Engaging Employees?
Many managers and leaders, business owners and CEO’s don’t believe that consistent and ongoing customer service training is crucial to ensuring customer satisfaction. They believe that placing an employee in a role and paying them is all that is required for employees to provide a superior level of customer service. This is a huge mistake … Continue reading Does Your Company Provide Sufficient Training for Customer Service Employees?
Are you tired of losing good talent? I mean after all, you took the time to hire the right fit but you can’t seem to keep them. Is there any area in your company that is experiencing high employee turnover? Have your employees seem to have lost their zeal and desire to provide excellent customer … Continue reading Are you tired of losing good employees?
In the service industry, employees are often reminded to “Blow Away the Customer”. Time after time, meeting after meeting the same encouragement is given – remember to blow away the customer but what exactly does it mean? Do employees understand what your goal is when you say blow away the customer? Think about it for … Continue reading “Blow Away the Customer”