I recently visited an outlet of a multinational department store where the emergency exit was in use due to some maintenance being done on an escalator. I was delighted to see the blackboard below covering an entire wall in what would normally be a staff only area....
Providing service to customers is not as hard as some make it seem. It does take diligence and effort to do it exceptionally well. In its simplest form, it is about treating customers with courtesy and respect. Unfortunately, in the business world we often lose sight...
3 Inspiring Stories of Visionary CX Leadership eTouchPoint Zappos, Chik-fil-A, Ritz Carlton. Those 3 brands are synonymous with delivering exceptional customer experience. What’s their secret? An intense commitment to customers that starts at the top. Get...
The idea that engaged employees deliver better customer experiences (CX) isn’t a new one. In fact, a classic management concept—the Service-Profit chain—clarified the links between employee satisfaction, customer loyalty, and profits more than 20 years ago. Source:...
Everyone recognizes exceptional customer experiences (CX) when those encounters happen. And most people can list brands that deliver great experiences consistently. But what does it take to become a company that is synonymous with exceptional CX? There are many...
As professionals, most receive coaching to think : “nothing personal, this is just business” or “stay calm, cool, and collected”. Yet most successful people agree that feelings and empathy are the key to exceptional customer experiences. In one, three, or even 10...
