Customer Service Week is upon us again in 2024. This is a week, celebrated during the first full week of October, annually, that’s dedicated to businesses celebrating their customers and the employees who serve these customers. Typically, the week is filled with the usual vestiges of celebration…the giveaways, appreciation days and special celebratory activities. The …
Have you ever wondered how some businesses maintain their enviable track record for keeping their customers happy? One of the propellants is structure, namely the rigorous network of standards, practices, systems and processes, with which the businesses are compliant. Compliance with the wiring of this internal infrastructure, to which service delivery and, by extension, the …
If a business does not take its own voice out of the conversations that swirl around how happy it keeps its customers, it may be destined to fall prey to the perils of self-messaging. This is a phenomenon that occurs when a business overestimates its subjective assessment of customer sentiment, on the positive end of …
There’s an elite group of athletes who can always be found at the top level of their sport of choice. This top level is called the championship league and the athletes who populate this league are spectacular machines in action. They get the job done every time. How come? They embody the mindset, the physical …
Actually, let me rephrase the question. “When did self-aggrandizement become such a leadership imperative?” I can’t tell you how many leaders I’ve come across who are overblown with self-importance and overcome with overinflated opinions of themselves. Conversely, I come across way too few leaders who understand the workings of leadership and leadership wisdom that should …
The leaders who excel at leading authentic customer engagement are those who excel, as well, at people engagement. Of course, this is an oversimplified statement, there’s a lot more to excelling at customer engagement than just people engagement skills. However, I do contend that one cannot be good with either individuals or customers, if one …
Some individuals are poor at it, some are good at it and yet others excel at it. What am I talking about? Engaging customers. Have you ever noticed how some individuals relate really well with people? They make interacting look like a walk in the park. They can even make a fake smile seem real….if …
The winds of change are blowing in the customer experience universe and some businesses have begun to realize that they need to pivot. We’re now in an era where the playing field has evolved into a complex, but necessary, mix of digital and human labour. The businesses that will be making the shift, should prepare …
How does a business transition from customer service to customer care? Well, the first step, as they say, is acknowledging that there is a problem. Every business delivers a level of service and that level can be good, poor, bad, satisfactory or legendary. It’s all about where the business falls on the scale of delivery. …
Every business aims to please its customers. The reality is that few businesses do so, on a consistent, sustained basis, up to the point where they are known as customer-centric brands that can boast of being highly favoured by their customers. The problem is that starting the journey to customer-centricity is easy, it’s staying the …