Customer Bliss
JULY 19, 2018
In today’s lively chat with Sue, we talk about her customer service experience and leadership that paved the way for her success in transforming the CX culture at Newegg, a multi-billion dollar company that has been customer-focused since its inception. Customer Experience Leadership Means Being a Team Player.
TechSee
APRIL 10, 2019
The company invested in coaching frontline talent and built a volunteer program called ‘Tiger Teams’ where employees engage in projects focused on improving customer experience in telecoms. Team members are all up to date on customer issues, seamlessly picking up the conversation if a follow-up call is required.
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ShepHyken
JUNE 22, 2016
After listening to what the customer wants, acknowledge them, which is the Yes. Let’s say I contact my wireless phone provider. The customer service rep appears to be very knowledgeable and gives me the information I need. If you were paying attention, you might notice that I didn’t call my wireless provider.
Beyond Philosophy
SEPTEMBER 13, 2016
Up until electronic interaction – the Internet and wireless devices for accessing the web on a mobile basis – changed the character of communication and engagement forever, companies frequently deluded themselves that they were in control of the awareness and influence processes. Seek to leverage and influence, not control.
ShepHyken
JANUARY 22, 2018
My Comment: This is a fascinating article with a focus on customer service delivered through social channels. The authors started by surveying 400,000 customers who interacted with brands in the airline and wireless industries to find out how much more customers would spend if they received better service.
ShepHyken
NOVEMBER 5, 2018
That is what will turn a good customer experience into a great customer experience. It Might Be Your Secret Customer Score by Khadeeja Safdar. WSJ) Retailers, wireless carriers and others crunch data to determine what shoppers are worth for the long term—and how well to treat them. On Hold for 45 Minutes?
PeopleMetrics
APRIL 15, 2016
And subject to wireless connectivity. So each extra second, extra click, or extra hurdle can affect the customer experience. Or even lead customers to finding a better option for their mobile toolkit. Just don’t lose sight of what your customers want. Because while smartphones are convenient, they have clear constraints.
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