Blog & Resources

training

CX Training Can Make You Happier… Here’s How To Get Started

Learning Makes You Happier -- Science Shows it. Have you ever experienced a "conference high?"  Not, I'm not talking about what happens when you skip out on the afternoon session because you got a whiff of something "totally legal in ...
learning CX

Achieve Stellar Customer Service with the Aloha Principle

Hawaiians have a reputation for delivering stellar customer service. They seem to always maintain a genuinely warm and friendly manner when dealing with their clients, making it virtually impossible to feel dissatisfied even after experiencing some sort of service failure. The ...

Customer Experience Rule No. 1: Don't Be Rude!

In the "not rocket science" category, "Don't Be Rude" has to top the list of customer experience rules. And, yet, certain companies (Zappos, Starbucks) consistently provide experiences that are rudeness-free. And believe me, that grabs a lot of attention. So as we continue ...

3 Ways to Add Magic to your Customer Service Training

What do customers talk about after interacting with your company? Most likely, one of two things happens. They tell their friends all about the painful, frustrating experience of an interaction gone wrong. Or…they tell their friends how happy they were with ...

How to Improve Customer Service Training with Simple Metrics

For most businesses, improving customer service is a constant aim, as it is one area where they can separate themselves from competitors. It is, therefore, little wonder that many company bosses invest heavily in their efforts to improve customer service ...

3 Ways to Lead Your Team to Customer Experience Victory

We've all had those disagreements. One person says  something along the lines of "It's not what you said. It's how you said it." The other person stands his or her ground. "I did NOT say it like that. No way." This ...

Get Your Experience Strategy Ready for the 4th Quarter!

Did you know that by 2016, 89% of companies will compete mainly by the customer experience they provide? Are you preparing your customer experience strategy for this? Your survey data and customer dashboards only tell part of the story. The last ...

Customer Experience Strategy: Your Journey to Enlightened Leadership

What's the process like? It's a common question we get regarding what we do. There really isn't a perfect one-size-fits-all solution to creating a customer experience strategy that gets results, but there are different options for organizations who take customer ...

Your Employee Support is All But Supportive

Are your customer service representatives friendly and fully-trained? It’s great if they are, but I've got news: it’s not enough. Customer-facing employees need to be empowered to make certain judgment calls, and possibly most important of all, they need to ...

Class Trip: Define Customer Experience Investigation® Through A Day in the Life

Define Customer Experience Investigation® through hands-on training Dear students, It's time to dig into our hands-on Customer Experience Education coursework with a class trip! To help us really define Customer Experience Investigation® for ourselves, we have the opportunity to spend the day with Jeannie Walters, a real Customer ...

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