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Insight directly from Brad on customer experience, employee engagement, contact center management and customer service leadership.

Tag Archives: customer expectations

September 9, 2022

Customer Service Leadership: Understanding Customer Expectations

An essential part of customer service leadership is understanding what customers want. But what do they expect? And...

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December 30, 2021

3 Surprising Facts About Customer Experience

Customer experience has taken the world by storm. And with it, hundreds of consultants and researchers have flooded the market with books, interviews, training programs,...

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September 2, 2021

5 Universal Customer Frustrations

Apple, the trillion-dollar tech giant, is also a giant in customer service. When my iPhone battery life began to diminish, I found myself on Apple’s...

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July 1, 2021

Eliminate the most damaging customer service frustrations

The principles that guide effortless customer experiences seem basic: Don’t make me wait Make it easy to access service Provide me with a knowledgeable and...

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May 6, 2021

Establishing Your Customer Feedback Goals

Managing customer feedback effectively requires that you establish goals. You can then identify the steps and resources necessary to achieve them. This video discusses six...

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December 18, 2020

Principle #2: Quality and Access to Service Work Together

In customer experience, when service is required, quality of service and access to it are inextricably associated with, and complementary to, each other. Accessibility is...

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November 6, 2020

Build Customer Expectations into Plans and Direction

Anticipating customer expectations is essential to developing effective customer service. In fact, customer expectations ultimately define what good service means. Truly understanding your customers can...

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April 15, 2020

How Long Are Customers Willing to Wait?

With much of the world on lockdown due to the current COVID-19 crisis, contact centers are grappling with both increased workloads and staffing challenges. One...

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December 13, 2018

The Best-Managed Contact Centers: #4 – They Build Plans and Services Around Evolving Customer Expectations

One of the most critical — and difficult — aspects of managing a contact center...

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October 26, 2018

How to Meet Changing Customer Expectations

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October 17, 2018

Putting Yourself in Your Customers’ Shoes

Many of the best decisions you make as a customer service leader will come by putting yourself in your customers’ shoes, really seeing things as...

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September 26, 2018

Tools for Your Next Team Meeting

Looking to generate substantive conversation at your next team meeting? Try one of these worksheets on customer expectations, metrics and customer access strategy. It can...

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