HOW TO DO CUSTOMER SERVICE RIGHT IN A POST COVID WORLD
For decades, companies have fought hard to retain customers, pushing the ‘customer is always right’ mantra to its limits. Staff shortages and the need to cut costs during the pandemic have challenged this approach.
BE THE CUSTOMER: HOW TO STAY TOTALLY FOCUSED ON YOUR CUSTOMERS
How can you "be a customer?" We all know about the power of focus groups, field ride-a-longs or call center sit-alongs, empathy walks, customer journey mapping, customer interviews, even phoning your own unit, disguising your voice, and asking for something out of the ordinary. These are the tools of organizations with an interest in the customers. What are the practices of organizations obsessed with customers—companies like Ritz-Carlton, Amazon, Chick-fil or USAA? Here are four practices that will change your approach to "being the customer" helping you to remain perpetually focused on customers' hopes, not just their needs.
DO YOU HAVE WHAT IT TAKES TO BE A CHIEF CUSTOMER OFFICER?
There are quite several skills, attitudes and aptitudes that can be helpful for a CCO to have.
3 BUSINESS BENEFITS OF HAVING A CHIEF CUSTOMER OFFICER IN THE C-SUITE
Chief customer officers are invading the C-suite. At food giant Mars, for example, chief customer officer Andrew Clarke was recently tapped to lead the company’s marketing efforts after the departure of global CMO Bruce McColl.
BEYOND THE CHATBOT: WHY CONVERSATIONAL AI IS CRUCIAL TO YOUR BUSINESS
Today’s business leaders know that AI is playing a critical role in transforming customer service. Customers expect answers in real time, on the channel they want and at the time they want.
FIVE WAYS TO SPOT A BUSINESS TREND THAT WILL LAST
It can be tempting to invest in the latest technology, marketing strategy or fashionable product line, but how do you know which ones will fade away and which ones will make your bottom line flourish?
Red Ocean vs. Blue Ocean
Don’t you just hate when people make up terminology to suit their purpose? You may think that Chan Kim and Renee Mauborgne may fall into the category of trying to coin new words to set their concepts apart, but there is method to the madness.
10 CUSTOMER TYPES TO FEAR AND LOVE
You know them. You fear them. You love them. Now learn to deal with them: The Haggler, The Worry Wart, The Expert, The Evangelist and more are customers who can either help or hurt your business.
The New Pressures Facing CCOs
Keith Ferrazzi is the CEO of Ferrazzi Greenlight, a research-based consulting and training company, and the author of Who’s Got Your Back (Broadway Books, 2009).
WHY AI IN CUSTOMER SERVICE WILL BE CRUCIAL TO YOUR BUSINESS
Use AI for meaningful customer interactions that enhance brand loyalty when and where your customers want to communicate.