A clear purpose of why the business exists. First and foremost every organization that provides superior service has a strong Customer Experience Action Statement that creates a clear direction for everyone in that business. The true underlying purpose of what an organization brings to the community and why your Customers buy from you that they couldn’t get elsewhere.
One of the Most Important New Books to Come Out Having three young adult sons and seeing how different and complicated their lives are compared to my life at the same age, I am really excited about this new book. My favorite podcaster, Scott Galloway, has just released a timely new book,Notes on Being a… Read Full Article
Rolling out new Customer Service content to an entire organization has never been simple—and today’s hybrid workplaces make it even more complex. With employees splitting time between remote work and the office, the challenge is no longer “What do we share?” but also “How do we reach everyone effectively?” One organization, PSECU (Pennsylvania State Employees… Read Full Article
Overview KeyBank’s “Moments Matter” initiative exemplifies a holistic and sustainable cultural transformation that has significantly improved employee engagement and client loyalty. Spearheaded by Victor Aranda and championed by executive leadership, this initiative aligns organizational behavior with strategic goals through a thoughtful and multi-dimensional approach. Challenge In a competitive banking landscape, KeyBank sought to differentiate itself… Read Full Article
Most companies have multiple statements—a mission, purpose, and core values. The problem with having numerous statements is that employees can’t keep track of them or remember them. The one statement that all world-class customer experience organizations have in common is they all have a customer experience action statement that they make sure every one of… Read Full Article
Creating a signature brand experience isn’t just about what you do; it’s about how you make your customers feel. It’s the difference between a one-time transaction and a lifelong memory. At the DiJulius Group, we’ve honed a methodology that empowers brands to leave an indelible mark on their customers’ hearts and minds. Think of one… Read Full Article
Is the goal of your business to be the best experience anybody could have in a day? If so, expert guidance can help you make that happen, again and again. While there are many variables at play across a wide range of industries, the reason every business needs a customer service consulting firm comes down… Read Full Article
Great customer service skills is something we all want our next generation of employees to have. But when your employee disappoints your Customer, whose fault is that? Typically, the blame is placed on the employee for using poor judgment or being indifferent to the Customer. However, ninety-nine percent of the time blame should be placed… Read Full Article
“We are a customer-first organization” “Treat customers the way you want to be treated” “Exceed customer’s expectations” “Going above and beyond is our standard” “We deliver genuine hospitality” Leaders love to throw around platitudes when it comes to customer experience, and all of these are great mantras. By themselves, however, they are just platitudes and… Read Full Article
One of the key characteristics of the top customer experience brands in the world is that they are ‘Zero Risk’ to do business with. A Zero Risk business isn’t one that never makes mistakes; every excellent customer service company drops the ball from time to time. The secret to what makes these top brands Zero… Read Full Article
More than 5,000 employees and customers (members) have Anytime Fitness tattoos. According to Chuck Runyon, the CEO and co-founder of Self Esteem Brands, LLC (parent company for Anytime Fitness, Waxing the City, The Bar Method, Basecamp Fitness, Provision Security, Healthy Contributions, and Nutrition U), one of the keys to their success is their obsession with… Read Full Article
