How Cirque Du Soleil & Diamond Resorts Manage Customer Experience Challenges

Not quite ready for Cirque du Soleil (image copyright Tema Frank)

As I listened to Lou D’Angeli, Cirque du Soleil‘s Director of Marketing, Public Relations and Sales, talk at the recent Customer Experience Strategies Summit, two memories came to mind. The first was when I was living in Toronto in the 1980s …Continue Reading →

Customer Experience Investments Up; Customer Satisfaction Down

Bruce Temkin, Customer Experience Professionals Association Chair

For the first time in 5 years, the Temkin Group’s customer experience ratings show that in most industries, customer ratings of the service they get have dropped. This is despite the fact that companies say they are spending more than ever on …Continue Reading →

How To Win Internal Support for Customer Experience Improvements

How Do You Get People To Help You When You Have No Clout? I was a Parliamentary Intern in the last year of the Pierre Trudeau regime in Canada. Working with politicians you learn a lot about how to influence …Continue Reading →

15) An Insider’s View of Change Management & Quality Improvement

Brian Penzone, Manufacturing Supervisor at Lake Shore Cryotronics, transformed his job from firefighting to continuous improvement

No time for the full episode? Here’s the highlights version: Get your FREE Transcript Now! Like many people who get promoted into management, Brian Penzone didn’t have any experience leading a team of front-line workers on the manufacturing floor. But …Continue Reading →

How Design Thinking Can Help Improve Customer Service

customer service cartoon

Sara Mesing’s article, Service Design: Internal Processes for Great Customer Experiences, in User Experience magazine, points out that the same principles that go into product design can help companies “design” customer service that is so great people will want to talk about it. …Continue Reading →

How To Do Lean Process Improvement In Your Organization

What do Government, Big & Small Businesses Have in Common? If they want to be effective, what they have in common is respect for their staff and a willingness to listen to those on the front lines. This week’s interview …Continue Reading →

Want Some Customer Experience Love? Learn To Love Numbers!

They say that opposites attract. Maybe that’s what led my artsy, creative, marketing side to fall in love with numbers. OK, so I don’t really love numbers, but I absolutely love what they can tell me about consumer behaviour. And, as …Continue Reading →

3 Things Your Company Needs To Deliver Great Customer Service

Chris Daffy discusses Customer Service (and how it's different from customer experience!)

In today’s interview, European customer service expert, Chris Daffy, of the Academy of Service Excellence, discusses three steps required to deliver excellent customer experiences in organizations. He sees these as being: Principles – The company must have the right values …Continue Reading →

Time to Stop Worrying About Your Net Promoter Score (NPS)?

Bill Lee, Founder, Center for Customer Engagement; President, Summit on Customer Engagement (taking place in Feb); author, The Hidden Wealth of Customers

Prefer reading to audio? Click below to get the transcript of this interview. Get your FREE Transcript Now! In today’s interview, Bill Lee, Founder of the Center for Customer Engagement; President, Summit on Customer Engagement and author, The Hidden Wealth of Customers, said a …Continue Reading →