Customers of the World Database
Customer Experience stories from around the world
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If No One Is There To Answer, Did The Phone Ring?
If a tree falls and no one is there to hear it, did it make a sound? If no one is answering a customer service phone line, did a customer actually call?
Customer Loyalty
Don’t worry about being perfect, worry about maintaining the relationship.
Stay in touch
The holiday shipping season is always a bit difficult and this past one had additional layers of complications. However, most customers understand that this is the world we are now living in.
Fourth Rule For Working With Customers
Customer Experience isn’t brain surgery, it doesn’t have to be difficult.
Third Rule For Working With Customers
Use the opportunity to show that you are a leader – to the customer, to your organization and to yourself.
Red flags
Don’t ignore the red flags. You’ll regret it if you do.
A Home Run
They seemed to understand what their customers might be feeling, not just the problem they were having.
If I didn’t have a health condition before
This isn’t good Customer Experience, this isn’t good Patient Experience, this just isn’t good.
Give them the tools
When a customer service representative is empowered, great things can happen. But first, they need to be given the proper tools and resources.
A rose by any other name
A problem in one location will cause lost revenue for another.
What “proactive” looks like
Being “proactive” is something that most organizations see as a good thing but so many don’t know how to implement the idea effectively.
But our store is so safe!
Think of the end-to-end journey. It might be longer than you realize.
Who has the power?
When a customer calls into a customer service center, they are only calling because they have a problem and need assistance in solving it. They aren’t calling to ruin a staff person’s day and they aren’t calling to be a pain in the neck. They are calling because they need help.
Quality control
Two different organizations both faced a customer service issue as they each had a customer who was sent a defective product.
No soup for you
Don’t bother advertising an offer that no one qualifies for. If a customer doesn’t feel that you want their business, they will take it somewhere else.
Compassion
In this year of upheaval, small acts of kindness and compassion stand out even more.
What’s my motivation for this scene?
What incentives are you directly or indirectly offering your front line staff?
“I don’t have 20 minutes to talk to you”
If your organization takes over a year to solve a customer’s issue, the problem is not with the customer, the problem is how your organization is dealing with it.
Watch this rabbit disappear
Once trust is gone, it’s difficult to get it back.
Customer Retention 101
How do you know that you wouldn’t react in the same way? Who are you to tell someone their concerns aren’t valid? How do you feel when someone tells you that your own worries aren’t valid?