Category: CUSTOMER FOCUS
How to Amplify the Customer Experience
Industries ranging from theme parks to sports venues are amplifying the customer experience by diving deeper into data and mining insights that are timely and add value. Delivering a breakthrough customer experience requires close collaboration between marketing and technology. A truly collaborative experience depends on employees throughout the organization reaching across the aisle and participating in delighting…
15 Customer Service Skills that Every Employee Needs
There are certain customer service skills that every employee must master if they are forward-facing with customers. Without them, you run the risk of finding your business in an embarrassing customer service train-wreck, or you’ll simply lose customers as your service continues to let people down. Luckily, there are a few universal skills that every support…
Soft Skill Absences That Lead to Customer Service Failures
One might think that a small company like Angie’s List (~$100 million/year) would outperform e-commerce giant Amazon.com (~100 Billion/year) on customer service failures. Sadly, no. After moving to San Diego, I was a happy Angie’s List customer, using the service to find local service providers for moving, cleaning, and more. All went well until I…
Interview Questions for Every Customer Service Candidate
Short of inventing a time machine there’s no guaranteed method, which makes an interview one of the most important tools you have to vet a customer candidate. The right interview questions reveal more useful information about a candidate than their work history, because they force interviewees to think on their feet, drawing on their experience…
What Little Things Small Businesses Can Do To Build Customer Relationships
Have you ever wondered why we move to the complex end of the spectrum at the beginning of solving a problem and build customer relationships? I certainly have, especially after making the mistake myself. In the field of designing positive experiences for customer relationship building, there will certainly be many designs that will take some…