Is your organization really putting the customer first? If you talk to any organization, they will always tell you that the customer is their first priority. It’s who they serve. It’s why they get up in the morning. It’s their reason for being in business. It all sounds good, if it’s true. The problem is […]
Being treated like a thief, is not how you build a relationship, in life, in love and certainly not on the floor of a jewelry store. Stay tuned for a story of growing anticipation, inappropriate assumptions and a seller scorned. This is the Customer Experience Storytime tale of…. The Jilted Jewelry Store The Story ACT […]
What if a business supported one customer over you all based on how you looked? Stay tuned for a story of not so veiled racism, a teachable moment (question mark) and the rise of an online community. This is the Customer Experience Storytime tale of…. The Man Who Should Not Move And so it begins… […]
What does it look like when an entrepreneur doesn’t practice what they preach? Stay tuned for a story of literary frustration, online confusion and broken promises. This is the Customer Experience Storytime Tale of… The Anti-Social Socialite The Story ACT ONE: Working in social media and customer experience… it’s exhausting. Continually looking for new books […]
Stay tuned for a tale of loss, resurrection, and a small victory This is the CX Storytime story of…. Never Too Proud for Pine Nuts The Story ACT ONE Linda and Cindy worked in downtown Vancouver for a talent agency. It was a fun job but pretty intense and stressful. Pretty quickly, Linda and Cindy […]
A good relationship is a good relationship. Whether it’s in your personal life or at work, the same advice around empathy, trust, compassion and effort all apply. Especially in the customer relationship. Look at your strongest and most long-standing friendships. What makes them work? How do you know they’re strong? How do you contribute to […]
I recently did a motivational customer service workshop for Quilchena Hotel and Douglas Lake Ranch where the focus was all about employee empowerment and being a leader. It was a great day, being surrounded by a great group of people. It’s unbelievably important for employees to know how powerful they are in shaping the customer […]
Do you as a business know the emotional impact you have on your customers? Or do you care? The customer experience is an emotional experience. Good or bad, we take our interactions with brands very personally. We are human beings with thoughts, hopes and expectations around how we are treated in our lives, so it makes sense. […]
44% of US customers take their business elsewhere due to bad/inadequate service. Why do they leave? 53% feel unappreciated, 42% are put off by rude or unhelpful staff – NewVoiceMedia Research Simon Sinek’s book Leaders Eat Last is not only a great tool for leadership development but it can also help your business better […]
Recently, I had the absolute pleasure of speaking on a panel at Victoria, BC’s first Small Office, Home Office Conference, or SoHoVictoria. Joining Scott McDonald, Digital Strategist for Butchart Gardens and Rod Philips, co-founder of Liquify.ca, we were tasked with answering business communication customer experience related questions posed to us by the audience. A really […]
