Archive | July, 2012

Even Your Dog Deserves Excellent Customer Service

I sent my husband off to work today with our two St. Bernards, Otis and Rosie. Both stood on the back seat of his little car, one gigantic head sticking out of each back window, on their way to a very personal experience at the groomer – bath, brush and beautification. They are always an […]

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How to Create Customer Delight

One of the more well-known customer service goals is delighting your customers, a self-explanatory outcome for sure, but exactly how do you go about achieving this goal?  More specifically, how do you get your customer-facing employees to delight your customers? Customer delight is created first by how we listen and then respond to the customer, not just how we […]

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Behavior: The First Mile of the Exceptional Customer Experience

I recently attended the CXPA Members Insight Exchange in San Diego.  It was an excellent conference with well over 100 customer experience professionals in attendance.  The presentations about creating the right customer experience culture and programs were refreshing and insightful. The journey toward becoming a customer-centric organization is not an easy one.  To the contrary, […]

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