How to get C-level buy-in? In other words, how do you show the value (profitability) of CX? Question from E. Martin Hi Martin, This a great question. It's really the crux of the entire CX Success Summit. I find it odd that companies have trouble buying into making the Customer's Experience a priority. Here are some of the main benefits that I see, then I leave it up to the experts to "Show us the Money" in CX. Your customers are your greatest asset. Keeping them coming back for more and referring others to you is the fastest, easiest and […]
Hi All! I'll start with the first one: Go to the Online CX Success Summit! Get your free pass here
Latest question - Keep checking back as the experts send in their answers. Question from Avi Y.
Question from Libby D. A little background: Libby's company's niche is Online Customer Engagement.
Have a clear understanding with customers about how you can enhance their experience. If you come at 9:00 a.m. instead of 11:00 we can get you right in. If you can wait until Monday then I can give you what you want. Again make it clear to the public what you can do and what you can't do. Clarity and telling the truth are always the right approaches. Lee Cockerell (Retired and Inspired) Founder Lee Cockerell, Author of,Creating Magic,The Customer Rules,Time Management Magic; Career Magic, Thrive15.com Don't educate your customers. There is no way near a "master-apprentice" relationship. In fact, […]
How to survive THRIVE in the holiday season! Tis the season to be ready for the onslaught of customers. Patience can wear thin, smiles can wilt and customers can be hard to deal with... so how can you not only make it through, but keep that smile real and shine through it all?
Here is the real answer to why we (the business/employees) feel we deliver customer service so much better than our customers perceive: we are not in our customers’ shoes. The vast majority of Customer facing employees cannot relate to their Customers. Many times they may have little in common with their Customers, they might be a different generation, quality of life, and most of all, have never been a Customer of the product or service they are selling. We do not relate to their reality. We are not and have never been them. And if you can’t relate to someone […]