Respect for and by Customer Service
I recently tweeted: The customer isn’t always right but always deserves respect; like everyone else. It seemed to resonate since I received a number of ReTweets. But how many of us actually see it applied? Respect for Customers We all want our front-line employees to respect our customers; but respect must be earned. Your customers [...]
What is Paid for REALLY Gets Done
I was reading the “Experience Clinic Blog” and came across the article CMO’s say one thing, and do another. In it Colin Shaw talks about the disconnect between what Chief Marketing Officers say about the customer experience and what they actually do about it. What really interested me though were the following paragraphs: It is [...]
Implementing a Customer Excellence Action Plan
I decided to document the high level steps needed to implement a Customer Excellence action plan. In my new position as a Client Satisfaction Manager, I had the pleasure of meeting with some “strategy consultants” who were trying to sell us on a plan to improve the customer focus of our organisation. During the discussion, [...]
