Blogs
New Feature – What I’m Reading
Good morning! I did a few posts that I called the “Post Round-Up” in the past. But I haven’t done any in a month since they didn’t get a lot of reads. However, I know that there are some people who appreciated them. So, I found another way of recommending some interesting blog posts. Check [...]
Use of Fear in Delivering Excellent Service?
A few days ago, Kate Nasser published an interesting post called “Empathy in Customer Care – Lose Your Fear!“ In it, she discussed how people are more willing to help others who are afraid rather than those who are angry. I even added a comment to the effect that this is an evolutionary trait that [...]
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 [...]
