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Be Warned! Technology Isn’t Everything

Beyond Philosophy

In our customer experience consultancy, we spend a lot of time educating people about the components of a great customer experience. Some companies get it and they’re creating an emotional connection that brings them loyal fans. Goldstein has hit on a key point about customer experience. The post Be Warned!

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The Five Rules for Affecting Real Culture Change

Beyond Philosophy

Changing the culture within your organization is vital if you want to deliver a Customer Experience that fosters customer loyalty and retention. I was running a workshop with a utility client many years ago about the concept of Customer Experience. Culture change is not easy. Follow Colin Shaw on Twitter @ColinShaw_CX.

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Simple Training Plan: Serving Upset Customers 101

Toister Performance Solutions

I often get calls from customer service leaders who want to do some training for their team, but face a few challenges: Budgets are limited. A single workshop won't produce sustainable results. Best of all, you can implement them without hiring an expensive consultant or trainer like me. Never Miss a Post! Email Address.