Working day after day on the same set of projects and goals can make us a little complacent about what customers really need from us. Too often, we convince ourselves that what happens within our walls doesn’t have a direct impact on the experiences we deliver. Customer experience is huge and all-encompassing, so many think of improving it […]
Processes involving humans (that is, ALL of them) require lots and lots of reminders, revisions and revamping.
Heads up …when it comes to customer service, certain (painful) truths are universal. Customer service is such an important part in keeping people coming back to your business, and the specifics of your product or service don’t really matter. Even as technology advances, some frustrations are still not being addressed as well as they […]
There’s a reason we all love The Onion, America’s finest parody news source. The Onion, with their satirical and sometimes silly headlines and articles, reflect back the world many of us are seeing. In 2015, The Onion showcased customer service (and lack thereof) many times. These 5 headlines really tell the truth about what customers […]
The ideal customer journey is so tempting. It’s so magical to start designing the beautiful, happy day journey for our customers. On their best day, they fall in love with our products, they get excited at the unexpected moments of delight we offer, and they move on to become evangelists whose loyalty can’t be threatened. […]
As customers, we are expecting a lot from companies who are using social media to respond to customer service issues. Actually, scratch that. We expect ALL companies to be responsive when we go to them via social media. Studies from Ambassador and Social Bakers reveal how mismatched our expectations are with reality. Consider what customers […]
Sure, information is great, but if you’re tracking the wrong things it’s the garbage in-garbage out model that leads to poor experiences, frustrated customers, and negative word-of-mouth.