The companies not making a monetary investment in customer experience are the ones whose leaders don’t understand the financial impact CX can have. A Return on eXperience (ROX) dashboard helps you determine precisely what victory looks like over time and offers insight into customer churn rates. To build a Return on eXperience dashboard the executive… Read Full Article
The pandemic changed the way much of America works. After two long years of remote work, a significant percentage of the employees who haven’t joined the great resignation bandwagon are disengaged and reluctant to go beyond their regular work hours and duties–a response is known as “Quiet Quitting.” Exactly what is Quiet Quitting and what… Read Full Article
After years of customer service consulting, i.e., partnering with clients to help improve their customer experience and internal culture, I have recognized that there are certain qualities one must possess to be a great CX project lead and reap the rewards. On the contrary, if one doesn’t possess these characteristics, there will be struggle resulting… Read Full Article
Edley’s Restaurant Group is a growing hospitality industry company whose CX obsession has paid off during the COVID-19 pandemic. Located in the metro-Nashville, Tennessee area with seven locations and 400 team members, Edley’s is anticipating 50% growth in the next 12 months including franchising. Rapid growth, indeed. Consumer food services in general and the restaurant… Read Full Article
The DiJulius Group’s Customer Experience Consultant and Dean of the Customer Experience Executive Academy, Jess Pischel, shares how companies can turn upset customers into brand evangelists. You will learn: How to anticipate your service defects and put protocols in place to make them right How to be prepared and equipped to respond to predictable customer… Read Full Article
Are you feeling the pressure of high customer demands? Customer service is on the decline, and now is the time to stand out. To differentiate yourself from the competition, you must anticipate your service defects and put protocols in place to make it right. Are your team members trained and equipped to handle challenging customer… Read Full Article
Let’s face it, your employees have the choice right now to stay with you or to find a similar position for similar pay. A recent Forbes article revealed that in February 2021 the Achievers Workforce Institute found that 52% of employed adults were looking for a new job. Is anyone on your team currently part… Read Full Article
Employees are the backbone of your organization, and if they are not satisfied, other areas of the business will struggle too. Conversely, a workplace where team members are engaged, feel they are supported by leadership, and have the opportunity to collaborate with other departments will help you retain your top employees and attract quality… Read Full Article
Across the United States, companies are struggling with hiring and retaining quality employees. Unemployment rates are high but still there is a labor shortage. With many open positions, it’s very difficult to get people to apply and show up for interviews. The market is hot! It’s more important now than ever before that you have… Read Full Article
5 Quick Tips to Help you Make Price Irrelevant 1. Customer Service Feature Story How to Easily Build Rapport & Engage with Every Customer By Jess Pischel, Customer Experience Consultant and Dean of CXE Academy Many experts have been predicting that we are seeing the “End of Retail”. Someone has forgotten to tell Alpin Haus,… Read Full Article
We are at our best when creating enduring relationships and personal connections. When we are fully engaged, we connect with, laugh with, and uplift the lives of our customers, even if it is just for a few moments, It’s really about human connection.
