Behaviour management for customer experience Behaviour management - getting your team to demonstrate the positive behaviours that lead to a superior customer experience - is one of the most challenging aspects of any CX initiative. Just as views on - and approaches to - performance management vary...
Effective personal time management is essential to delivering a better customer experience. Delivering an excellent customer experience is difficult enough without the time pressures of modern workplaces. And although we are consistently told that the customer comes first, they are unfortunately not our only priority. We...
The Ultimate Guide to Customer Experience Whether a client will keep doing business with you or not generally comes down to just one thing: Customer Experience. Customer experience provides a competitive advantage in every market, from retail and construction to hospitality and banking. If you want customer experience...
The rules of referrals have changed a lot in recent years. Where referrals used to be reactive, informal, occasional, non-exclusive and personal, they are now proactive, formal, strategic, exclusive, and commercial/organisational, with organisations increasingly locking themselves into to strategic alliances with other professionals and providers...
One of the most challenging aspects of handling customer complaints is when you are trying to communicate a positive solution but it seems the customer just doesn't want to listen. You've actually solved the problem, but you just can't seem to get that through to...
Customer service accountability is one of the most common traits of an excellent customer experience. There are 2 main reasons for this: For a truly excellent customer experience, everyone has to stand up and be counted. One weak link in the organisational chain and the customer...
Is customer loyalty dead? Contrary to some premature obituaries, no it isn’t – but it certainly seems like there’s less of it about. This is not only because of an increase in choice and competition, but also due to changes in consumer behaviour. Increased choice has led...
At CX Training we believe that a customer-centric mindset always has to come first. Strategies can be developed, skills can be learnt, initiatives can be implemented, but behaviours won’t change unless your customer-facing staff are truly focused on responding to customer needs and building customer...
The typical customer experience for introverts can be frustrating: “How’s your day going?” “Have you got much planned for the weekend?” “Lovely weather isn’t it?” “Did you see the footy last night?” Having to navigate retail checkouts and the well-intentioned efforts of various staff to improve the customer experience by...
Moving conversation away from either safe technical discussions or superficial personal chatter can help you build intimacy, trust and also help you better understand your customer's personal value triggers. Let's get personal professional! Do you ever feel uncomfortable in your client/customer conversations? If not, the chances...