Creating compassion and empathy by having your employees Walking in the shoes of your Customers.
NAVIGATING THE GENERATIONAL SHIFT IN THE WORKPLACE Imagine a generation that’s larger than the Baby Boomers, more influential than Millennials, and set to shake things up in a big way. That’s Gen Z for you! Born into a digital world, they are tech-savvy, socially conscious, and fiercely independent. We are not just filling jobs;… Read Full Article
HAS TIPFLATION REACHED A TIPPING POINT Yes, I am jumping on the tipping bandwagon. Everyone is doing it. Not only has the average tipping percentage increased dramatically, but who we tip has expanded. It appears more people and businesses are requesting and expecting a tip these days. It doesn’t matter if you are picking up… Read Full Article
You’ve spent months executing a new initiative to help streamline things for your team. Manuals have been created, processes have been approved, the collateral has been ordered, and the team may be weary – however, leadership is SO EXCITED for the culmination of this investment. The day arrives, the notice goes out to the team,… Read Full Article
How are you measuring the return on your customer experience? In an era where numbers dominate the business landscape, customer experience metrics have emerged as the holy grail that differentiates leaders from the laggards. The rationale behind this emphasis is clear—customers no longer make decisions purely based on price or product; instead, their experiences influence… Read Full Article
CX (customer experience) consulting services can help you objectively look at the customer experience your brand is offering. Does it really deliver, or is detracting from your customers and even your employees? Today’s consumers demand to do business with the people and brands that will offer them the best experience. With customer expectations at record… Read Full Article
With overall customer satisfaction in all industries dropping to twenty-year lows, most likely caused by the great resignation, more and more CEOs have decided to literally get on the front lines on a regular basis to better educate themselves on what it is really like to be their customer and customer-facing employees. They are walking… Read Full Article
1. Feature Article Your Customer Experience in the New Normal By Dave Murray, Senior Customer Experience Consultant In these uncertain and unprecedented times, organizations have to figure out how to walk the tightrope of managing cashflow and how to invest in key training that will allow them to pull away from their competition. At the… Read Full Article
1. Customer Service Feature Story How to Go From Good to Great Employee Engagement By Jess Pischel, CX Consultant Employee engagement and employee satisfaction have two very different meanings, although the two words are often used interchangeably. According to Google: “Employee engagement is the extent to which employees feel passionate about their jobs, are committed to the… Read Full Article
The next time you have a large group of your employees together, ask them this question: How many of you feel we provide a superior Customer experience? I have asked this question hundreds of times. When the audience is made up primarily of one company, nearly every hand in that audience proudly goes up. It… Read Full Article
This guest article is brought to you by Judson Laipply, who is Keynoting the 2018 Customer Service Revolution. Growing up, my family owned a T-shirt, screen-printing, and sporting goods shop in the small town of Bucyrus, OH. Bucyrus is also the home of the Bratwurst Festival, a large three-day festival that brought a host of out… Read Full Article
