An essential part of customer service leadership is understanding what customers want. But what do they expect? And...
Read More >>>Tag Archives: customer expectations
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,...
Read More >>>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...
Read More >>>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...
Read More >>>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...
Read More >>>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...
Read More >>>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...
Read More >>>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...
Read More >>>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...
Read More >>>How to Meet Changing Customer Expectations
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...
Read More >>>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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