A small coffee shop provides an example of one of the most important principles in delivering truly great and unique service: authenticity.
Tagged: Customer Experience, Customer Service, Employee Engagement | 3 Comments »
Customer Service
Authenticity: Lesson in Exceptional Service from a Small Coffee Shop
Posted on 21 August 2013 by David Jacques
Service Outage Customer Experience Management and Social Media: My Advice to 3.
Posted on 6 July 2012 by David Jacques
An unforeseeable service outage could happen to any company, but it is not only technical crisis; it is also a customer relationship one. How prepared you are to inform customers through different channels will affect their perception of the company, and ultimately their loyalty.
Tagged: Customer Experience, Customer Service, Social Media | 4 Comments »
Why Mandatory Service Contracts Are Bad For Business
Posted on 30 March 2012 by David Jacques
Entire industries, particularly wireless, cable and broadband providers, insist on locking customers into lengthy service contracts against their will. This results in a vicious circle of poor service and costly acquisition.
Tagged: Customer Experience, Customer Service, Service Contracts, Service Providers, Telecoms | 2 Comments »
Helping Customers Call: IVRS Tips
Posted on 10 September 2004 by David Jacques
IVRS: Forgotten but Not Gone While many companies are starting to understand the value of increasing customer satisfaction over the […]
Tagged: Call Center, Customer Service, IVRS | Leave a Comment »
