Sometimes, sorry seems to be the hardest word. Yes, sometimes saying sorry hurts, and you take an emotional hit when you offer an apology - both when you genuinely feel you have something to apologise for, and when you don't. But an apology is one of the...
What do you want/need your customers to feel? Customer experience is all about feelings. It is the customer's feelings that will frame how they assess their experience, whether they buy or not, and whether they come back again. By understanding what we want customers to feel, we...
Maintaining a customer centric mindset comes easier to some people than others, and is certainly easier in some workplace cultures than others. Those with a customer centric mindset: are generous with their time seek to understand and empathise place the customer's needs before their own ...
Effective sales is often taught as a process. Alternatively, it can be seen as a series of behaviours and mindset attributes by the salesperson. But what about the customer? Another way of seeing sales is as an effort to meet the emotional buying needs of the...
Have you ever experienced passive aggressive behaviour from someone in a customer service role? Have you seen it in your team? Have you seen it in yourself? It can be seen in a range of behaviours: the go-slow / unresponsiveness / sarcasm / repetitive, scripted or monosyllabic...
Happy staff, happy customers! . This is heard so often it has become a cliché and a truism. . Well it makes sense, doesn't it? If staff are happy, they will be positive, engaging, nicer to deal with. They will take pride in their work, be interested in customers...
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...
Are your team sales-people or order takers? Employing order takers over genuine salespeople will lead to lower sales. Many individuals and organisations do just fine without really 'selling'. Calls come in, many are converted to orders or sales. Job done? Many people in sales roles are really just...
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...