If you're reading this post, there's probably at least one person in your company (you) who's already working to improve your customer experience in some way. That means your company's CX efforts fall somewhere on the curve below.
Unless you have fresh ingredients, following a great recipe will not lead to a delicious meal. It doesn't matter which Michelin-starred chef penned the recipe or how well you follow it, the stars of the show are the ingredients, and they can make or break your dinner.
Similarly, the stars in any company are employees, making hiring the right people and giving them the needed training, as well as constant retraining, an essential factor in creating a fantastic customer experience. This was a recurring theme during the second day of the IQPC's Call Center Week Summit, with experts underlining the need to invest in this precious resource--their workers.
Continue reading "Hiring the Right Call Center Agents Essential for Customer Satisfaction" »
The holidays bring with them a feeling of generosity. Many of us search high and low for the perfect gift for our loved ones, sometimes spending weeks pondering what to get for that difficult-to-shop-for relative that everyone seems to have.
Continue reading "Personalizing Employees' Holiday Gifts to Build Brand Buzz" »
Numerous research reports point to customer centricity as a key objective for many companies as they head into 2012. However, this will be a difficult path for many companies that still need to make their corporate cultures more customer centric, says Brian Solis, author of The End Of Business As Usual, a new book that examines the changing consumer landscape, its impact on business, and what companies can do to adapt to and lead the consumer revolution.
Continue reading "The Missing Link in Customer Centricity: An Engaged and Incentivized Staff" »
For most of my career I've been obsessed with delivering an exceptional service experience, creating advocates, and coaching others to do the same. And, after nearly two decades in customer facing and operational roles, I think I'm pretty good at it. Recently, I had an opportunity to sit in the "buyers" chair. My subpar experience helped crystallize some things in my mind, specifically the behavioral attributes required of your people to create a true customer-centric culture: empathy, impeccable listening skills, and an innate drive to treat others how you want to be treated.
