ShepHyken
JANUARY 3, 2023
A Complaint is a Gift . Moving Customer Complaints from Frustration to Satisfaction. She shares how to empathetically transform a customer’s complaint into a positive and memorable experience. They don’t have to feel defensive or argue with customers.
Beyond Philosophy
AUGUST 3, 2016
However, when you are designing a Customer Experience, customer pain points are invaluable—especially when your competition has the same ones. Pain points refer to those moments in an experience with an organization that hassle, frustrate, disappoint, or perplex you. Sometimes Customers Will Tell You About Pain Points.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Connecting the Dots
APRIL 16, 2021
Quality and customer service have become closely allied under the umbrella of Customer Experience and Customer Experience Strategy. Starting as complaint resolution, customer service has evolved into customer experience, which now focuses on the end-to-end customer journey.
ClearAction
DECEMBER 14, 2017
Customer Care … CRM … Customer Experience — What’s the Difference? Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? The purpose of any organization is to serve a customer need. In essence, customer experience is what makes the world go around!
Beyond Philosophy
JULY 5, 2015
Customer Focus. Management model is far more horizontal, replacing traditional hierarchy; and there is an emphasis on teaming, and inclusion of customers, to create or enhance value.
HGS
MAY 27, 2015
In a recent article, Vicki Jenkins , principal analyst at Nelson Hall, referenced how HGS’s Customer Excellence Centre London is delivering customized customer support programs capitalizing on location and demographic advantages. Transactional to Consultative. Here are a few of the underlying trends that we are seeing.
Connecting the Dots
JULY 27, 2020
A little more than forty years ago, the marketplace was very different from todays, with little to no attention paid to customer care and complaint resolution. What follows is Vicki’s interview of John Goodman about his storied career in customer experience, customer care research, and the 2020 National Customer Rage Study.
Expert insights. Personalized for you.
163 
Let's personalize your content