Tags » Customer Experience

Why Every Employee Needs Customer Engagement Training

One of my favorite customer service quotes is by Karl Albrecht, founder of the Aldi supermarket chain, who wisely said, “If you’re not serving the customer, you’d better be serving someone who is.” 740 more words

Call Center

Do you need a Chief Customer Officer?

Customers are becoming ever-more demanding, across every channel, while competition has never been fiercer. All of these factors mean that the customer experience is now central to winning and retaining business for organizations of all sizes. 703 more words

Customer Service

Seek or Search

I was having tea tonight in Windsor, you know the place, It’s where the Queen has her castle and where people are willing to pay upwards of £5 for a pint of beer whilst wearing moderately well fitted suits. 539 more words


Outsourced partner journey mapping. Do you have one?, do you need one?

Customer experience mapping and customer service employee lifecycle mapping are two areas organizations have gained a thorough understanding through dedicated sources of intelligence internally as well as externally. 637 more words

Customer Service

Poor Leaders Create Incompetent Teams

I was talking to a seasoned manager. He was lamenting at the poor quality of his team members.

“I have to keep telling them what to do! 621 more words

Customer Service

Weekend reading ep.14

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Quote of the week

‘The trick to having good ideas is not to sit around in glorious isolation and try to think big thoughts. 719 more words

Customer Experience

The 4 factors driving customer impatience in financial services

Across the financial services industry, providing a tailored, high quality customer experience is becoming vital for success. Whether a retail bank, insurer or provider of investment products such as pensions, organizations have to make the customer journey clear, seamless and easy to understand if they want to win and retain clients. 599 more words

Customer Service