Q&A Expert Round up / 14 posts found

“Show us the Money” in Customer Experience

by Abraham Venismach
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 […]

What are your awesome CX Tips for 2018?

by Abraham Venismach
Hi All! I'll start with the first one: Go to the Online CX Success Summit! Get your free pass here

How do I find out the customer’s preferred channel for customer service and how do I give consistent excellent service across all those channels when there are many CSR’s?

by Abraham Venismach
Latest question - Keep checking back as the experts send in their answers. Question from Avi Y.

How do we anticipate customer needs without surveying them (which only serves to annoy them)?

by Abraham Venismach
Question from Libby D. A little background: Libby's company's niche is Online Customer Engagement.

How can you educate customers about the role they play in a company providing them with an outstanding customer experience? Perhaps we can, in some way, educate customers about effective two-way interaction?

by Abraham Venismach
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, […]

Season’s Greetings! The Customers are Here!

by Abraham Venismach
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?

What would be your advice to someone who arrives at a new company and finds that its customer experience problems are being very poorly handled?

by Abraham Venismach
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 […]