What kind of a relationship do you have with your bank? Below is the true story of my daughter’s experience with her bank. Spoiler alert, it doesn’t end well. In terms of a prospect, I was a layup. I have a checking account with one of the big banks..
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When was the last time you had a profound customer service experience? Customer experience expert Chip Bell says, “Service can be a perfunctory act delivered with routine banter and going-through-the-motions energy. It can be the same service we get pretty much everywhere, every day. Or it can be something.
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In our click, tweet, screen culture, it’s easy to say that we’ve become dehumanized. For many organizations, customers and people are treated like a number in the virtual queue. The problem is not the technology. One need look no further than Facebook to see how the right technology can.
[Read More]No ma’am, you cannot speak to my supervisor. No ma’am, I don’t even have the number for a supervisor. No ma’am, there is nothing you can do to improve this situation. I have total power over you via this phone line, and I am not relinquishing it. Have you.
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Which is more important, computers or people? Anyone with brains would say people. But you wouldn’t know it from the way many businesses are structured. A client of mine just experienced a “the system won’t let me help you ” experience that boggles my mind. He was returning from.
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When was the last time an airline employee gave you enthusiastic service? Compare and contrast these two stories to see how senior leadership affects employee commitment: Last year, I lost my wallet on a late night Delta airlines flight. I stumbled off the plane in a bleary-eyed stupor, and.
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