Empathy Is Great For Cx But It Doesn’t Solve Customer Service Problems Alone
Let’s get clear on empathy, what it means and how it fits into creating great customer experience and your company culture....
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Stop the Churn and Burn of Customer Service
High stress, low wages, abuse. We’re not talking about indentured servants, we’re talking about customer service. Unfortunately, customer service agents are often treated badly. It’s time for bu...
Win the Game: Power Up your Customer Service with a Quality Assurance Strategy
Business challenges are like levels in a game. The more tools, skills and tricks you have (especially if you’re a noob), the more successful you will be. You can power up your customer service with ...
An Unhappy Customer Service Agent is More Than a Meme
An unhappy customer service agent is more than a meme, it is a problem with a solution....
Don’t Bury your Customer Service
If your customer service avenues are more hidden than the mummy’s tomb you are likely to lose repeat business....
The FAQ has Evolved but is it Still a Powerful Customer Service Tool?
Humanity loves to ask questions. Our curious nature has taken us as far as the moon and as deep as the quantum world. Some of our questions are much simpler, like how do I turn this thing on? (Admit i...
Acceptable vs. Desired: The Power of Balance, Diversity, Inclusivity and Trust in Customer Evolution
Humans are innovative creatures: the internet, AI, cold brew coffee. Innovation means change and change is bumpy....
My Personal Customer Service Story: Empathy and Support Inspire Innovation
One of the things I feel most strongly about is that customer service professionals should never ever be sworn at, demeaned or abused...
Happy Customer Service Week – Celebrating Employee Engagement with The Ritz
Happy Customer Service Week! Last week in prep for #CustomerServiceWeek2019, we celebrated customer service successes. This week we are celebrating the power of employee engagement with The Ritz-Carlt...
The Feel Good Moments: Celebrating Customer Service Successes
In Hubspot’s recent The State of Customer Service in 2019 report, they mentioned the earliest recorded customer complaint from 1750 BCE. Wow. This industry has some history. What about the feel good...
The Customer Experience Time Loop: Give Information, Get Transferred, Repeat
Are your customers caught in a customer experience time loop? Your customer facing AI solutions, like chatbots, never tire of repetition. However, your customers and agents do....
With The History Of Lies In Customer Service, How Do You Build An Authentic Customer Relationship?
A history of lies makes it hard to build a lasting relationship. How do you build an authentic customer relationship in a business climate known for manipulating customers? ...
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