Tag: customer experience

Six Differences Between Customer-Focused Companies and Operations-Focused Companies

Some companies really understand customer service. They know how to hire for it, train for it and deliver it. Other companies claim to give customer service, but in reality, they are grounded in an operations mentality with rules and policies that allow for little flexibility, preventing them from being anything more than just average or […]

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Does Your Customer Feel Like Cinderella or an Ugly Stepsister?

I’m a shoeaholic. I also hate to pay retail for anything. So I’m a frequent shopper at several of the discount designer shoe stores. If you shop at these stores, you’re probably familiar with their customer loyalty programs. You earn special rewards, such as $5 or $10 off, based on your spending activity. Recently, I […]

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Future of Customer Service is Now! An Update and Commentary on Today’s Customer Service Tools

More and more I’m asked about the new technologies coming up in customer service and experience.  It used to be that customer service was just a phone number you called when you needed help – or how nice someone was when they interacted with you.  The future has brought us something bigger than customer service.  […]

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