THIS is More Important Than Your Customers!

Jeff Polovick, founder of the Driving Force, believes that a focus on employees is key to great customer experience & profitability.

How Can Anything Be More Important Than Customers? Hey, I’m all about customer focus and delivering consistently great customer experience. The whole point of the blog and podcast is to help you do that. But according to today’s Frank Reactions …Continue Reading →

How to Get Your Team Ready to Rev Up Customer Experience

What a great view to end a day of cycling in the mountains of Corsica!

Two Takes on Staff & Customer Experience Improvement There’s nothing like a real holiday, disconnected from the Internet, to get you revved up and refreshed. I’ll tell you more about mine at the end, but first let me tell you …Continue Reading →

Customer’s AREN’T Always Right, Dammit! So What Can A Seller Do?

Angry Customer? Or Angry Seller? Customer's aren't always right. So how do you deal with that in our social media era?

This is a replay of one of our most popular episodes, first aired in April of 2016. If you missed it, have a listen; lots of good stuff in here! If you’ve ever worked in customer service, there’s a good …Continue Reading →

From Vision To Customers: How To Create A Service Culture

The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service

Tips For Creating a Service Culture in Your Organization Jeff Toister’s new book, The Service Culture Handbook, gives practical, step-by-step guidance for how to create a culture of strong, caring customer service in your organization. It is a great companion …Continue Reading →

Customer Experience Learnings From the CXPA Insight Exchange

Zoo Crew Campaign: Using Plain English instead of legal jargon increased sales and lowered complaints.

Why I Go to the CXPA Insight Exchange Of all the customer experience conferences I go to the CXPA Insight Exchange is my favorite. CXPA, for those who aren’t familiar with it, is the Customer Experience Professionals Association. Why do I …Continue Reading →

How Investment Management Firm, Allan Gray, Became (& Stays) So Successful

Nomi Bodlani, CX Team Lead at Allan Gray

Investment Management Firm’s Success Starts With Values I just got back from an amazing two weeks in South Africa, where I spoke at the Seamless Africa Conference, interviewed people like today’s podcast guest, Nomi Bodlani from investment management firm, Allan …Continue Reading →

Why Winning Companies Create Simple But Unique Value

Customer Experience Guru, Chip Bell, talks about adding unique value instead of added value.

  In today’s podcast interview, multiple best-selling author, Chip Bell, discusses his new book, Kaleidoscope: Delivering Innovative Service That Sparkles, and the importance of going beyond good customer service to — not great service, but unique value service. In other words, you don’t …Continue Reading →