27 Sep Give and ye shall receive . . . . .referrals
The rules of referrals have changed a lot in recent...
Blog
11 Sep Customer complaints and conflict – focus on the emotions first
One of the most challenging aspects of handling customer complaints...
26 Aug Customer Service Accountability
Customer service accountability is one of the most common traits...
12 May Customer loyalty vs customer stickiness: once more with feeling!
Is customer loyalty dead? Contrary to some premature obituaries, no it...
29 Apr Nurturing a customer-centric mindset
At CX Training we believe that a customer-centric mindset always...
13 Oct How to give introverts a great customer experience
The typical customer experience for introverts can be frustrating: “How’s your...
12 Sep Getting personal professional to build trust
Moving conversation away from either safe technical discussions or superficial...
26 Aug Self-service puts pressure on the trusted advisor
The trusted advisor model has long been the established method...
18 Aug Buyer behaviour, reason and emotion: why personal value wins!
What has the greatest influence on buyer behaviour? reason, logic...
03 Aug Service credibility – and how to lose it
Service credibility is everything for professionals ‘The quality of being convincing...