Last year I did a little “field research” to improve upon my complimentary talk on “How to Attract, Hire and Retain Top Talent". It was eye-opening. I embarked on a three-month journey to see how companies actually did with the attraction part. I might say most failed miserably and I cannot say there was any one company that shined at this process. To really find out how compa ...
Customer Experience
The Difference Between Customer Experience & Customer Service
With more and more competition in almost every industry, communicating the traditional competitive advantages is slowly eroding (ex. “we provide great customer service”). Organizations are looking at what some are calling the new “competitive battlefield” or customer experience. Customer experience is so much more than providing exceptional customer service. What is the difference between the two? Read more
The 5 W's & H of Exceptional Customer Service Part 3
Common questions people ask me are usually the 5 W's and H of providing exceptional customer service (who, what, where, when, why, and how). My last blog was on what is exceptional customer service? The next several blogs will cover each topic in detail.
Where should exceptional customer service be provided? That seems like an odd question at first. But, it really isn’t. Customers need to receive exceptional customer service everywhere along the customer transaction cycle or throughout the entire customer experience. Read More...