Inside Customer Service
APRIL 22, 2021
Customer service managers write a lot of procedures. Customer experience becomes inconsistent. Here's a five step process for writing customer service procedures your employees will love. The hotel used mystery shoppers to evaluate its operations, and the valets had earned a string of poor reports.
Kerry Bodine
MAY 11, 2020
To succeed throughout the rest of the pandemic and whatever comes next, you need to proactively develop a customer experience strategy that will serve both your customers and your business. What parts of your experience can or should stay the same? How have our customers’ needs and expectations changed?
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Customers That Stick
DECEMBER 15, 2014
Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere. Thoughts on the Customer: The Sympathetic Holiday Shopper. The Month in Customer Service Blogging. Would Your Customers Work for Your Company? – Well, would they?
Fonolo
DECEMBER 15, 2022
Improve the Customer Journey. When it comes to customer experience, you first need to understand the customer journey with your call center. Fortunately, there’s a ton of great contact center software out there to help achieve a near-frictionless customer experience. Easier said than done, right?
Beyond Philosophy
APRIL 30, 2015
The second answer is to tie the Customer Experience (CX) and the Customer Experience Metrics into the distributor agreement. They state what the experience should look like and then they measure it through mystery shoppers. Should we treat everyone like Customers? What do you think?
Qualtrics
FEBRUARY 21, 2021
We’ve heard of them before, but what does a mystery shopper do and how can they drive customer experience improvements? What is a mystery shopper? A mystery shopper, or a secret shopper, is a person who is hired to audit a company to see if they meet standards. Who hires them?
Service Quality Institute
APRIL 6, 2021
There are so many elements that make up the customer experience. The obstacle many of us face is we think we’re awesome at customer service. Almost every bad customer experience had one or more of these principles go wrong. To some, it is courtesy. To others its speed. Learn and Grow in Your Job.
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