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...
Customer listening programs too often result in a shrug or confusion as to what to do next. Make sure yours gives you information you can act on. Delivering an excellent customer experience usually isn’t about some big dramatic investment or new strategy, its about the small...
Customer value isn’t about a weighing up of costs and benefits: it’s emotional. If you want your customers to keep coming back, they should feel good about their purchases, about you, about the price and about the whole experience. Customer value comes in many forms. For some...
Customer intimacy is key to gaining customer trust and loyalty. Do you ever feel uncomfortable in your client/customer conversations? If not, the chances are that you are staying in one or more of your safety zones. Many conversations start with the personal-personal zone the superficial chats about...
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...
Is there such as thing as universally superior client service? In that, if an experience is superior for one customer, will it be superior for another? Or do you need to focus on your customer experience positioning? Many seem to think so. Books, blogs and consultants...
If you work in customer service, or have any customer/client facing role, you are likely at some point to encounter angry customers. And they’re not just angry – they can also be irrational, impatient, unreasonable, and a little wild and personally aggressive towards you. Handling these encounters...