customer service

The Difference Between Extraordinary Adoption and Failure

In today’s world of cloud technology and apps, changing or upgrading systems has never been easier. Whether you are changing from on-premise to cloud solution or providing your customers with a native app for their mobile device, much of the change is a simple as pointing your data to a new end point. So why […]

A Complete Voice of the Customer Program

What do my customers ……… Want Need Wish Crave Demand Desire Yearn For Require Fancy Hunger Have a hankering for ? Simple questions with difficult answers. Where do you get the answers? Most would suggest going to the source, your customers, and I agree. Many companies today utilize Voice of the Customer [VoC] programs to […]

Leaders: You Are Doing Empowerment All Wrong

Every management book will tell you that you need to empower your associates. In many ways, it does make perfect sense; the more your associates can do the right thing for customers on their own, everyone wins. Customers get their issue resolved or the product they want with limited hassle. Your associates are more fulfilled […]

The 6 Common Traits of the Greatest Customer Experience Providers

In the first part of this post, Defining a Great Customer Experience – Starting at the Top, we talked about the difficulties in defining a great customer experience, how its more than just “Delivery > Expectations”, and how a great experience starts at the top of the companies funnel. The expectations provided during the Awareness, […]

Why Customer Success is the Future of Customer Service

Meal Kit Industry worth over $1.5 billion; Blue Apron Holding recently went public Top 5 SaaS companies – Salesforce, Microsoft, Adobe, Box, Amazon Web Services Ford, Porsche, Volvo, BMW, and Cadillac are offering drivers options to subscribe instead of lease Stitch Fix’s market cap is north of $2 billion Birchbox’s subscriber list has grown 1777% […]

What are you building? I’m building a [Customer Service] cathedral.

What are you building? I’m building a [Customer Service] cathedral. Consider the story of two stonemasons. You walk up to the first stonemason and ask, “Do you like your job?” He looks up at you and replies, “I’ve been building this wall for as long as I can remember. The work is monotonous. I work […]

Why “Your Why” means everything in Customer Service

A personal story: We were all a little excited, done being on a plane for four hours, and ready to get to vacationing. My son, girlfriend, and I finally had a chance to get away to Orlando for a short, long weekend. As a Customer Experience Consultant, my schedule can run hot or cold depending upon my […]

Snowballing Incredible Customer Experiences

“Life is like a snowball. The important thing is finding wet snow and a really long hill.” – Warren Buffett This article originally appeared in ICMI’s Social Media Resources. It is such a perfect simile. We’ve all had those moments, for good or for not-so-good, when our actions build upon the previous, and create either […]

Net Promoter Scoring is Asking the Wrong Question

By michaelpace on February 4, 2014 I’m not a huge fan of Net Promoter Scoring (NPS). Nope. I am sure this sounds like blasphemy from a Customer Service professional. Too bad. I would not recommend a family member, friend, or colleague to blindly use Net Promoter Scoring to understand or forecast the retention of their […]