Reducing Customer Escalations Video Series, Episode 1 At times, salespeople overpromise and offer things during the sales cycle that the customer service teams can not implement or support. This often leads to missed dates, customer dissatisfaction and escalations. Why does this happen? How can we prevent it?  In this 60 second video, I share two tips to prevent this mismatch in customer expectation setting from happening. Clearly documented and communicated, product and service offerings Effective exception approval processes Salespeople have challenging jobs. Service professionals have challenging jobs. Let’s work together to avoid customer escalations and improve the customer experience. Want more on this topic? ToRead More →

Earlier this week I attended a CXPA Customer Experience networking event and the discussion topic was customer experience technology- how it can help or harm the customer experience. 12 CX leaders across industries and verticals shared some of their current technology pain points and opportunities. We then honed in on the major takeaways and go forward actions from the discussion. As I reflect back on CX technology discussions over the past 10-15 years, the focus has often been about cost reduction. Specifically, how we can minimize the cost of human resources by getting customers to self service, go online and/or use IVR functionality. There wasRead More →

I was recently asked what my personal, key tenants or beliefs are about providing a great customer experience. After pondering this for a few moments, I came up with 4 primary themes which evolved into this week’s blog post on 4 Key Tenants That Drive Positive Customer Experiences: 1) Employees first: We won’t make any progress if we focus on the customer experience without first ensuring that we have a team of satisfied and engaged employees with the right training, tools, leadership and information to succeed. Employees deliver the customer experience. Therefore, employees are the customer experience. 2) Communicate, communicate, communicate: Any customer facing situation, noRead More →

Are you looking for the most interesting and active Customer Experience thought leaders on Twitter? I have created a list of some of my favorites who share high quality content about retention, support, wow experiences etc., on a regular basis. If I missed anyone, please add his or her Twitter handle to the comments section. I find that Twitter is a fantastic tool to stay up to date on client experience trends and to learn about local and global CX events and conferences.  In addition to following these 15 thought leaders, you may also want to try searching for client experience related key words in the Twitter feedRead More →