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 →

What I Learned About Customer Experience at the CXPA’s 2017 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’s Insight Exchange is my favorite. Why? It is just the right size (about 350 people). Not so many that you feel …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 →

How To Make Sure An Acquisition Doesn’t Hurt Customer Experience

When you're part of an acquisition, how to you keep customer experience high?

What Impact Will Kaiser Permanente’s Acquisition of GHC Have On Customer Experience? Seattle-based Group Health Cooperative (GHC) has been in business for over 75 years; longer that Kaiser Permanente, which recently acquired it. In today’s podcast interview with GHC’s Customer Experience Designer, …Continue Reading →

Does The Government Really Care About Your Opinions?

Most of us have been in a long government service lineup at some point.

Who hasn’t stood in a lineup trying to access a government service? It’s so easy to bash government service departments, especially when you’ve spent an hour in a lineup only to be told you are missing something and have to start all …Continue Reading →