How to Disrupt Your Competition


Less than one week before the release of my new book, The Convenience Revolution: How to Deliver a Customer Service Experience That Disrupts the Competition and Creates Fierce Loyalty , so I thought it appropriate to share some thoughts on how being easy – or convenient – can give you a competitive advantage over your competition. Your customers want your product to meet their expectations. Everyone is striving to create a good experience, at every level.

How to Make Your Customers Feel Important – Tip #19

Steve DiGioia

Their goal is to make their customers feel important and serve them well. But most servers are friendly and really try to make your dining experience enjoyable. How Do You Make Your Customers Feel Important? What is the Key to Great Service? Click To Tweet.

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

How to Succeed in Leadership, Marketing, Innovation and Insight


Although I love quotes, especially about how to succeed, I love success even more. One of my favourite quotes on the topic of success comes from Winston Churchill during his address to the Harrow School (UK) during WWII in 1941. How you React to Failure Could Make You a Success.

Address the Argument the Right Way

Steve DiGioia

Always address the point of the argument, NOT, the emotions attached to it. Example: John is upset that his suggestions for improvements to an upcoming project weren’t adopted, so he vents his frustrations about being overlooked or undervalued. Do this before speaking to John again.

What We Learned From Our Own Data-Driven ABM Strategy

ZoomInfo has created the following eBook to help other B2B organizations gain insights on how to launch their own data-driven ABM strategy. In this eBook, we will reveal the good and the bad from our own campaign and highlight some key takeaways on how to improve your ABM strategies moving forward.

Guest Post: How to Enhance Customer Experience Through Change


He shares 5 habits of companies that went through dramatic transformation and still managed to improve the customer experience. Over the last few months, most businesses have had the opportunity to reconsider processes, products, and people. Fortunately, there is no mystery to it.

How to Be a Better Retail Customer During the Holidays

Steve DiGioia

Time to share a meal with great company, whether family, friends, or coworkers. For them, it’s a time for stress, a time to deal with frantic shoppers looking for the perfect gift, and a time to work long hours with little time for themselves. Remember, they too want to spend time with family et al and have their own shopping to do. Here’s how to be a better retail customer during the holidays. We expect our shopping experience to be: Hassle-free.

How to Measure Customer Retention


Get ready to do a little math. It’s about customer retention—which can lead to customer loyalty. Loyal customers are important to all businesses regardless of industry or size—large, small, B2B or B2C. It’s easy to measure customer satisfaction at different levels. We find out how they liked our experience. We know that if they liked the experience, that is the first step in getting them to come back. Obviously, the closer you are to 100% the better.

How to Manage Like a Great Movie Director

Steve DiGioia

Now children, we are going to have free time. Each of you will be able to do whatever you want until class is over” said the teacher. Adaptability is rampant to suit the client’s wishes/needs. And the bosses want to be a “friend” to their subordinates. Any great business must run like a movie set where each employee is an actor with a specific role to play. The director, or senior management, sets the tone for all to follow. But to what extent?

The Top 7 Reasons Advocacy Programs Fail (And How to Fix Them!)


In the 1994 film Angels in the Outfield, a disembodied voice talked Kevin Costner into building a baseball field with some of the worst marketing advice of all time: “If you build it, they will come.” Success in advocate marketing takes way more than just launching a program. No team of ghostly heroes will materialize.

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

How to Reduce Friction


The other day I was interviewed and asked, “How does one get started?”. My flippant answer could have been, “Read the book and find out,” but instead I gave an answer that was simple and applicable to any type and any size business. It’s where you want to start. For example, if you sell from your website, how many steps does it take for a customer to check out? How many lines of information do they fill out? That’s a combination that is hard to beat.

How to Avoid Roadblocks to Great Customer Service


It’s easy to ask yourself these questions and self-diagnose your organization, but have you ever asked your people? To date, 25 of those original 26 areas have been eliminated. This is similar to an exercise that we do in our customer service workshops.

What Do You Do To Get Ahead? – Tip #20

Steve DiGioia

Do you sugar-coat things or get straight to the point? What do you do to get ahead of others and separate yourself from the competition? We all strive for the best but are we willing to do what’s needed to achieve the moniker of “the best”? Get Noticed to Get Ahead.

The Customer Is Angry – And, It’s Not Your Fault


You’re ready to take the lashing this customer is about to give you. You know you personally did nothing to offend and upset this customer. But somebody did something, or something happened, that made this customer want to lash out at you. The anger had nothing to do with anything related to your company. Something else caused the customer to become upset. Perhaps the customer had a flat tire on the way to an important meeting. Imagine this.

A New Segmentation Model for Customer Onboarding

In this eBook, we will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

This Is Why You Can’t Fill That Position

Steve DiGioia

You have a “hard to fill” open position at your job. To make matters worse, you’ve listened to your HR recruiting manager complain for weeks about “not finding enough qualified applicants” But in reality, this is why you can’t fill that position.

How to Market Yourself

Beyond Philosophy

We usually talk about how you should use the principles of brand management to deliver excellent Customer Experience. In other words, marketing your Customer Experience has given you everything you need to know about selling yourself. Moreover, it has taught you all you need to know about improving your experience as a person. For example, one of the first things you do in a job search is to determine what position you want. Marketing Yourself.

Get Over It and Move On


Make you irritable and not pleasant to be around. They went all the way to Game Seven. For those that don’t know, all the Stanley Cup games leading up to and including the finals are played as a best of seven series. The first team to win four games in their series advances to the next round and eventually, if they are good enough, wins the championship. The first team to score in overtime wins the game. Time to move on. Something bad happens.

5 Top Customer Service Articles for the Week of August 26, 2019


I have added my comment about each article and would like to hear what you think too. 37 Customer Experience Statistics You Need to Know for 2019 by Toma Kulbyt?. But, why are so many companies focusing on the customer experience and what happens to companies that choose to ignore it? Sure, you may already know how important customer service and experience are, but just a reminder that 86% of customers are willing to pay more for a great experience.

Busy Season? Keep Customers Satisfied with Great Support

A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.

How to Tell if Your Favorite Brand Monitors Social Media

Steve DiGioia

Do you reach out on social media to the businesses you purchase from? Your Facebook or Twitter account provides an opportunity to let them know how happy you are with their product – or not! So, how do you tell if your favorite brand monitors social media? Many of you have read an earlier post of mine where I told the story of when Zappos, very unexpectedly, sent me a tweet in response to a conversation I had with a friend in a Twitter chat room.

How to Text Message Your Customers


First, to set the stage, we know consumers are shopping online more often than ever before — and they’re using mobile phones to do it. While not surprising, for some of us, we remember when the phone was still connected to the wall, so the adoption and growth of cell phones in such a short time is astonishing. If your company isn’t taking advantage of the ability to text customers, you’re missing out on an incredible opportunity. Share This Story.

What Do You Do With Deadwood Employees? – Tip #11

Steve DiGioia

But there are always one or two poor performers or “deadwood employees” – those who contribute little to the company’s success and at times undermine it. They never seem to get fired and amass a laundry list of disciplinary actions with little substantive repercussions.

Morale 181

How to Make Your Experience Easy and Gain Growth

Beyond Philosophy

When I go into an organization, and they say their goal is to delight customers at every moment of contact. After all, how much joy do you need to buy paper towels? Another area exists to channel all that enthusiasm instead. Humans adapted to conserve energy as a result.

How ZoomInfo Enhances Your Database Management Strategy

Forward-thinking marketing organizations have continuously invested in a database strategy for enabling marketing processes. Download this ebook to learn how to maintain a strategy that includes refreshed information, database cleanses, and an accurate analysis at the same time.

How to Manage Uncertainty

Beyond Philosophy

How to Manage Uncertainty. I heard the manager say about the team that you have to control the controllable. I quite like that phrase and I believe it is the key to managing uncertainty in your business for your customers. In some ways, this is how you manage uncertainty. We talked about how to manage uncertainty for yourself, your organization, and your customers in this episode of The Intuitive Customer podcast. Listen to the podcast in its.

Do This Instead of Worrying About a Good NPS Score

Steve DiGioia

does your Net Promoter Score tell you enough to make a difference? I’ll get to that in a moment but first, some background. According to NPS’s own website, respondents to NPS-based surveys are grouped as follows: Promoters (score 9-10) are loyal enthusiasts who will keep buying and refer others, fueling growth. Passives (score 7-8) are satisfied but unenthusiastic customers who are vulnerable to competitive offerings.

How To Create Innovative Service

Beyond Philosophy

Customer loyalty consultants refer to it as Innovative Customer Experience, and it is the key to getting your customers to talk about your experience to everyone they know. As a customer loyalty consultant to Fortune 100 Companies, Bell explains how Innovative Service is the kind that gets talked about, and what inspires the customer behavior you want. The main difference is that customers expect your experience to be value-added.

How to Measure Customer Satisfaction With CSAT


Do you really know how your customers feel about your products and services? How about the quality of your customer service? The only way to really find out is to ask, which is why so many companies measure customer satisfaction regularly. The most common way is by sending customer satisfaction (CSAT) surveys, which ask customers to rate their experiences and share open-ended feedback. When to use CSAT.

How ZoomInfo Enhances Your ABM Strategy

For marketing teams to develop a successful account-based marketing strategy, they need to ensure good data is housed within its Customer Relationship Management (CRM) software. More specifically, updated data can help organizations outline key accounts for their campaigns. And to begin the targeting process, marketing teams must develop an Ideal Customer Profile (ICP) with appropriate firmographic and behavioral data to ensure they’re going after the correct audience.Download this eBook to learn how to start improving your marketing team's data!

How to Transform the Customer Experience


Want to engage and connect with your customers more effectively? Then listen to what Matt Gillin, the co-founder and CEO of Relay Network , has to say. I had a chance to interview Matt for my Be Amazing or Go Home TV show, and he shared specific insights on how to improve the customer experience. The secret of the game is to make it easy and frictionless.”. I even wrote a book devoted to exactly that: The Convenience Revolution.

How To Manage Expectations

Beyond Philosophy

A Tufts University researcher named Silke Forbes thought it odd that she arrived 30 minutes early on a flight from Cleveland to Washington. How could she be early for a flight that was taking longer? The Tufts researchers think the airlines are cushioning their schedules with extra time to prevent customers from becoming frustrated with flight delays. If I don’t land until 2:30, I’ll feel stressed about getting to my 3:30 p.m. Now I have time to grab a late lunch!

How to Deal with Rude Customers: Strategies & Tips

REVE Chat Blog

How to deal with rude customers? The receiving end of a tirade is not a happy place to be, especially when the situation isn’t your fault. It is also challenging to handle customers effectively who are upset due to bad experience with your business. To handle rude customers is an unfortunate reality no matter what type of business you operate. Customers are usually pretty up-front with their feelings when brands fail to meet their expectations.

How to Dial South Africa from the United States


Request Demo Talk to an Expert Contact Us For many customers, calling a business abroad can be difficult. This is why we often provide quick reference guides on how to dial certain telephone numbers… The post How to Dial South Africa from the United States appeared first on AVOXI. Virtual Numbers how to dial south africa south africa phone numbers


Best Practices for Accelerating the Sales Process

This eBook takes a look at three headache-free strategies you can employ today to accelerate selling the right way. Read on to learn how to adopt specific workflows and approaches that append your existing processes to deliver value to your prospects and internal counterparts.

Guest Blog: 4 Tricks for Keeping Your Cool in Tricky Service Situations


This week we feature an article by Pascal van Opzeeland that discusses how to handle difficult customers. Most of the time we encounter tricky service situations, we want to resolve them and restore the customer’s confidence in doing business with us. – Shep Hyken. Some customers will show racism, sexism, others might even try to hit on you. ” But how do you keep your professional cool in such situations? All that matters is how you respond.

How To Make Your Experience Easy And Gain Growth

Beyond Philosophy

How to Make Your Experience Easy and Gain Growth. I hear things like this when I go into an organization: “We want to delight customers at every moment of contact.” People many times do not want to be delighted; they want to be done already.

5 Top Customer Service Articles for the Week of December 3, 2018


I have added my comment about each article and would like to hear what you think too. How the leader in the cockpit builds a brand by Alaina Love. There is a lot to learn from this short article about a commercial airline captain that recognized his job was to do more than just fly the plane. Retail Customer Experience) Difficult customers can cause stress for employees, damage to the bottom line, and thanks to social media, harm to the reputation of your business.

How to Be a Happy Customer

Provide Support

What it takes to be a happy customer. There are many talks around what companies should do to create happy customers. To a great extent it is in our power to have positive customer experience wherever we go and whatever we purchase. By paying attention to a few things below, you can minimize the risk of ending up an unhappy customer. To prevent finding yourself unhappy with a product, the following things can help: Knowing exactly what you want.

Need to More Effectively Manage Your Call Center?

TASKE shares how you can rewind your real-time dashboard and watch agent and time activities in the past. Download the infographic here!