10 Quotes on Customer Service
“Show me a company with high customer loyalty and low employee engagement – I dare you.” - Bill Cusick, customer experience expert “It’s rare for people to genuinely try to understand what others are trying to say.” - Scott Berkun, Mindfire: Big Ideas for Curious Minds “Without caring there can be no quality.” - Joel Barker, Future Edge “A happy customer…
Company, Customer, and the Emotional Bank Account
Stephen Covey popularized the idea of the Emotional Bank Account. In this simple metaphor every relationship is an account. The “richest” relationships involve lots of deposits (kind words, appreciation, gestures of caring), the “poorest” relationships involve lots of withdrawals (excluding, ignoring, misunderstanding). And every relationship involves some of both. This post will examine how companies can use the customer experience to make deposits in the…
Beginner’s Guide to the Value of Great Customer Experiences
People call them “satisfied,” “loyal,” or “happy campers,” we call them “Fully Engaged.” All of us are referring to a customer who loves doing business with you. And whatever you choose to call them, the point remains - positive experiences create happy customers, and dissapointing experiences create a substantial lost opportunity. This insightful infographic by KISSmetrics blends research from Gallup, Harris International, PeopleMetrics, and others to create a beginner’s guide…