How Satisfied Are Your Customers? Forbes’ latest ranking, “Best Customer Service,” highlights the companies that, according to consumer feedback, stand out with high customer satisfaction scores for delivering exceptional service in the United States. These are companies who also have significant brand loyalty. “Customer service is one of those areas that has historically been viewed… Read Full Article
Do You Have Accidental Bosses? An article in Fortune titled “Nearly all bosses are ‘accidental’ with no formal training—and research shows it’s leading 1 in 3 workers to quit” shares research conducted by The Chartered Management Institute revealing that many of those promoted into managerial positions are all title and no training. These startling findings… Read Full Article
To create brand loyalty and customer evangelists, you must (1) operate at a high level in six distinct areas of business and (2) constantly evaluate your company’s customer service across each category, separately, and as categories overlap. Physical: Deals with the actual brick-and-mortar component of your operation. These are the physical elements that are more… Read Full Article
In today’s economy, you can create a competitive advantage while achieving employee and customer loyalty and retention by making customer experience your biggest priority. Since the pandemic, customer experience in nearly all industries has dropped to a two-decade low. Customers, patients, clients, tenants, guests, or whatever you may call the person buying your services and… Read Full Article
An increasing NPS score is just one of the reasons Cleveland, OH-based KeyBank earned the distinction of Customer Experience Organization of the year, awarded on Oct. 12, 2023, at the 15th annual Customer Service Revolution Conference. Past winners include Starbucks, Chick-fil-A and NewDay USA. KeyBank Branch & Contact Center Leaders Fixing a Lack of Consistency in… Read Full Article
Our Top 10 Blogs from 2023 The Canceling of Hustle Culture…Who is Right? Building and Developing Great Leaders The Correlation Between Happiness at Work and Overall Life Satisfaction This is how Leaders can Improve the Customer Journey How to Train Great Customer Service Skills in the Next Generation How Team Members Can Be Inspired to… Read Full Article
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
