The First Step A Needs Assessment is a systematic exploration of the way things are and the way they should be. These “things” are usually associated with organizational and/or individual performance. WHY design and conduct a Needs Assessment? We need to consider the benefits of any Human Resource Development (HRD) intervention before we just go …
Sales & Marketing/
Customer Relationship Management
6 Best Customer Experience Management Software in 2023
The customer experience plays a major role in whether they come back for more or never revisit your business. Understanding how customers perceive that experience is the key to driving repeat sales. This article lists the six best customer experience management software options currently available and why we chose each one. Best Customer Experience Management …
Help Thyself. It is the ‘it’ strategy these days. It makes good business sense. Outstanding content can divert call and email volume. It can improve the Customer Experience. As technology has evolved so have self-help presentation options. Long, static user guides are quickly becoming passé as quick guides, indexed documents and how-to videos become ubiquitous. …
Usually I end my posts with a quote to provoke further exploration of these Customer-Centric concepts. Today I am starting with one because I believe your Customer Experience map should be considered your key strategy to elevate you above your competition. Onboarding is a critical element of this strategy. “A strategy is, at its core, …
Who Owns the Customer Experience in your Organization? Answer: Everyone Should. Who drives the Customer Experience strategy? Answer: The Leader who is responsible for providing customer service. The executive team should be 100% supportive and enabling of the necessary collaboration to establish an effective Customer Experience strategy that is the best in Delivering Service Value. …
Customer Service is just one piece of the entire Customer Experience. When was the last time you or someone in your organization became a ‘new’ customer of yours? The customer experience company starts before the contract is signed and lasts throughout your relationship and with every department that the customer may interface with. Like walking …
Let’s be clear: if you’re not measuring any part of your service delivery, you are missing a huge opportunity to improve, grow or even save your business during these scrutinizing, tight economic times. The challenge with specifying key indicators is that not all businesses will use the top customer service metrics. For example, a retail …
The first question you should ask yourself…How do you measure customer satisfaction? If you are measuring by the # of complaints you are or are not receiving, you are in trouble. Not everybody bothers to take the time to tell you about his/her horrible experience. If you are asking your customers if they are satisfied, …
