Experience Investigators by 360Connext
FEBRUARY 1, 2022
It’s fairly common that as employees rise up in the organization, they get farther and farther away from the customer. They no longer have interactions with them, and rely on others like account managers, frontline employees and customer service teams to provide those one-on-one interactions.
CSM Magazine
JANUARY 30, 2024
Spotting Customer-Centric Companies I. Introduction Envision a world where every interaction with a company leaves you feeling not just satisfied, but genuinely valued. In today’s fast-paced marketplace, this vision is a reality for some, and it all centers around the compass of customer service.
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ShepHyken
MARCH 7, 2018
But it does surprise me that the lower-paid positions are often most responsible for interacting with customers. These are great people who work in customer support centers and respond to a customer’s questions and complaints with patience, empathy, and efficiency. They’re your front line for your customers.
Experience Investigators by 360Connext
JANUARY 18, 2022
But when Pat thinks back on the year since their onboarding training, they reflect that… They’ve never seen actual customer feedback. Some reports and numbers are reported company-wide, but since Pat doesn’t interact directly with customers, they’ve never actually heard the customer’s “voice” or followed their stories.
ShepHyken
SEPTEMBER 30, 2020
With that in mind, as this week approaches, now is a great time to ask an important question: What do customers want? Simply, customers want a good experience, and customer service plays a big part in that. It’s more than just the front line interacting with customers. Follow on Twitter: @Hyken.
Experience Investigators by 360Connext
MAY 16, 2023
This proactive, customer-focused approach made me a loyal customer. Sometimes proactive problem-solving is simply communicating directly with the customer. Related: Reassurance: Proactively Building Customer Trust 5. This very thing happened with our local pharmacy and they offered choices.
ShepHyken
APRIL 12, 2017
Once the customer service representative came on the call, Cindy briefly described the problem. That said, the entire interaction, including fifteen minutes spent on hold waiting for the rep, was now approaching twenty minutes and thus far nothing had been resolved. The frustration began with fifteen minutes of hold time.
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