Using Social Networks for Good
This is a bit different from what I usually post; please bear with me. I used to work for Nuance Communications, while I was there one of my colleague’s employees went on long-term disability. He has MS (multiple sclerosis). He’s been blogging and I interact with him once in a while via Facebook. Unfortunately, his [...]
How to Listen to Your Customers
When dealing with customers, we all know that one of the most important skills is listening. But, do we know how to listen? We all think that we listen to our customers but in reality, we usually pretend to listen. Here are a few examples of pretend listening. Thinking about your response Wondering how this [...]
Customer Experience – Outcome or Business Function?
There are still questions about defining the term “Customer Experience” following my last post on the subject (What is Customer Experience?) The first issue that I’d like to touch on is the difference between the customer experience which is an outcome and customer experience management which may sometimes be a business function. Following Bruce Temkin‘s [...]
Post Round-Up June 12 – Customer Service, Management and More
I haven’t done as much reading this last week but I did publish two new posts. So I guess it’s OK, right? I’ll assume that’s a “yes”. In any case, I still have some great reading suggestions for you. They’re primarily about customer service but should still keep your interest. So here we go. The [...]
Respect for and by Customer Service
I recently tweeted: The customer isn’t always right but always deserves respect; like everyone else. It seemed to resonate since I received a number of ReTweets. But how many of us actually see it applied? Respect for Customers We all want our front-line employees to respect our customers; but respect must be earned. Your customers [...]
