customer experience articles » Customer Service Training http://www.customerpassion.com/articles Hand picked articles related to Improving Customer Experience Fri, 25 Apr 2008 17:43:50 +0000 http://wordpress.org/?v=2.6.3 en The Customer Service Hall of Shame http://www.customerpassion.com/articles/the-customer-service-hall-of-shame/105.htm http://www.customerpassion.com/articles/the-customer-service-hall-of-shame/105.htm#comments Tue, 01 May 2007 01:17:54 +0000 Customer Passion LLC http://articles.moneycentral.msn.com/SavingandDebt/Advice/TheCustomerServiceHallOfShame.aspx Who hasn’t gotten lost on an automated phone line, wandered aimlessly around a store trying to find a sales clerk or waited hours for the repair technician who never comes? MSN Money asked readers to rate their worst customer service experiences, and more than 3,000 responded within 24 hours. With the help of pollster Zogby [...]]]> Who hasn’t gotten lost on an automated phone line, wandered aimlessly around a store trying to find a sales clerk or waited hours for the repair technician who never comes? MSN Money asked readers to rate their worst customer service experiences, and more than 3,000 responded within 24 hours. With the help of pollster Zogby International, MSN has created the Customer Service Hall of Shame. And the winner is….

Filed under Improving Customer Satisfaction, Customer Service Training Program, and Word of Mouth Marketing.

]]> http://www.customerpassion.com/articles/the-customer-service-hall-of-shame/105.htm/feed 10 Ways to Love (and Respect) Your Customers http://www.customerpassion.com/articles/10-ways-to-love-and-respect-your-customers/85.htm http://www.customerpassion.com/articles/10-ways-to-love-and-respect-your-customers/85.htm#comments Wed, 15 Feb 2006 14:33:06 +0000 Customer Passion LLC http://www.marketingprofs.com/6/bliss1.asp?kbid=1039 The customer experience doesn’t happen neatly down each individual silo. The customer experiences a company horizontally - across the silos. This creates the breeding ground for the lack of respect customers feel and the discontent they have with us. The typical silo structure bumps the customer disjointedly along to deliver the outcome of its experience. It’s only when the silos clang and clash into one another that the total experience comes together.

Filed under Improving Customer Experience, Improving Customer Satisfaction, Customer Retention Techniques, Customer Service Training Program, and Motivation & Job Satisfaction.

]]> http://www.customerpassion.com/articles/10-ways-to-love-and-respect-your-customers/85.htm/feed Creating Customer Passion: How to Transform Patients into Satisfied Customers http://www.customerpassion.com/articles/creating-customer-passion-how-to-transform-patients-into-satisfied-customers/58.htm http://www.customerpassion.com/articles/creating-customer-passion-how-to-transform-patients-into-satisfied-customers/58.htm#comments Thu, 13 Oct 2005 13:00:00 +0000 Customer Passion LLC http://www.datawarehouse.com/article/?articleid=3207 While considered among the best Houston health care providers, Memorial Hermann's previous customer-focused organizational efforts were perceived as flavor of the month by employees, resulting in temporary buy-in and unsustainable customer satisfaction improvements, making new changes a challenge.

]]> http://www.customerpassion.com/articles/creating-customer-passion-how-to-transform-patients-into-satisfied-customers/58.htm/feed The Perfect Balance Between Cost Reduction (Corporate Value) and Effectiveness (Customer Value) http://www.customerpassion.com/articles/the-perfect-balance-between-cost-reduction-corporate-value-and-effectiveness-customer-value/55.htm http://www.customerpassion.com/articles/the-perfect-balance-between-cost-reduction-corporate-value-and-effectiveness-customer-value/55.htm#comments Sun, 09 Oct 2005 17:00:00 +0000 Customer Passion LLC http://www.financetech.com/focus/crm/showArticle.jhtml?articleID=166403143 Thomas Hammond, Vice President of Customer Experience Management, describes the carrier's success in switching from a pure cost focus to more of a customer focus. In 2001, they implemented a customer-centric, closed-looped feedback system with the aim of improving the customer experience while coaching, developing, and retaining employees across 8 contact centers.

]]> http://www.customerpassion.com/articles/the-perfect-balance-between-cost-reduction-corporate-value-and-effectiveness-customer-value/55.htm/feed Owning the Relationship - How Empowering CSRs Improves the Customer Experience http://www.customerpassion.com/articles/owning-the-relationship-how-empowering-csrs-improves-the-customer-experience/50.htm http://www.customerpassion.com/articles/owning-the-relationship-how-empowering-csrs-improves-the-customer-experience/50.htm#comments Tue, 04 Oct 2005 21:00:00 +0000 Customer Passion LLC http://www.ravenwerks.com/customer/ownership.htm Reward CSRs based on customer satisfaction, rather than on “productivity.” This may take some creativity in developing your bonus and motivational programs- you may need to monitor calls, use customer satisfaction surveys, or employ “mystery shoppers” or use other means besides call volume and sales volume statistics, but this is well worth the time and effort.

]]> http://www.customerpassion.com/articles/owning-the-relationship-how-empowering-csrs-improves-the-customer-experience/50.htm/feed Listener Runner-up: W Hotels http://www.customerpassion.com/articles/listener-runner-up-w-hotels/44.htm http://www.customerpassion.com/articles/listener-runner-up-w-hotels/44.htm#comments Thu, 29 Sep 2005 11:03:13 +0000 Customer Passion LLC http://www.fastcompany.com/magazine/99/open_customer-w-hotels.html Eavesdropping is helping W Hotels make good on their marketing. In a new service-training program begun earlier this year, Starwood’s chic hotel brand began teaching its employees to listen for overheard clues that will enable them to help anticipate guests’ needs. For example, complain to your husband on your cell phone about a sore throat while you’re standing at the check-in desk, and W employees might send up a cup of chicken soup gratis.

]]> http://www.customerpassion.com/articles/listener-runner-up-w-hotels/44.htm/feed Employee Innovator Runner-up: Zappos http://www.customerpassion.com/articles/employee-innovator-runner-up-zappos/42.htm http://www.customerpassion.com/articles/employee-innovator-runner-up-zappos/42.htm#comments Thu, 29 Sep 2005 11:01:45 +0000 Customer Passion LLC http://www.fastcompany.com/magazine/99/open_customer-zappos.html Power to the employee. At Zappos, workers are given power to improve the company. Zappos’s three-week training course for call-center reps starts with telling employees to forget everything they’ve learned. Chairman and founder Nick Swinmurn, who calls Zappos “a service company that happens to sell shoes,” believes empowerment means more than giving employees free rein to solve customers’ problems.

]]> http://www.customerpassion.com/articles/employee-innovator-runner-up-zappos/42.htm/feed Employee Innovator: USAA http://www.customerpassion.com/articles/employee-innovator-usaa/40.htm http://www.customerpassion.com/articles/employee-innovator-usaa/40.htm#comments Wed, 28 Sep 2005 12:04:30 +0000 Customer Passion LLC http://www.fastcompany.com/magazine/99/open_customer-usaa.html Happy employees mean happy customers - a lesson learned from USAA’s generous perks and receptive atmosphere. USAA’s 13,000 customer service agents give new meaning to the phrase “frontline employees.” “[We have] a dedication to keeping the decision making at the lowest level of the company,” says David Travers of USAA’s approach to answering customer calls.Employees aren’t scripted, and the calls aren’t timed.

]]> http://www.customerpassion.com/articles/employee-innovator-usaa/40.htm/feed Listener Runner-up: Intuit http://www.customerpassion.com/articles/listener-runner-up-intuit/37.htm http://www.customerpassion.com/articles/listener-runner-up-intuit/37.htm#comments Wed, 28 Sep 2005 12:01:25 +0000 Customer Passion LLC http://www.fastcompany.com/magazine/99/open_customer-intuit.html Intuit has many ears, open to the Voice of the Customer. In 1989, Intuit launched its “follow me home” program, which embedded engineers in customers’ homes, listening to their needs in a natural setting. Last year, the company began having software VPs and product engineers sit at call center employees’ desks to figure out how to improve their ability to help customers - and who knows how to do it.

]]> http://www.customerpassion.com/articles/listener-runner-up-intuit/37.htm/feed Customer-Centered Leader Runner-up: Travelocity http://www.customerpassion.com/articles/customer-centered-leader-runner-up-travelocity/36.htm http://www.customerpassion.com/articles/customer-centered-leader-runner-up-travelocity/36.htm#comments Wed, 28 Sep 2005 12:00:34 +0000 Customer Passion LLC http://www.fastcompany.com/magazine/99/open_customer-travelocity.html Travelocity is the customer’s knight in shining armor when it comes to supplier isputes. That kind of customers-first attitude has led Peluso to launch Travelocity’s new “customer championship” initiative, which guarantees that it will step in and advocate for customers when things go wrong with suppliers. In preparation for the initiative’s launch, each business line came up with a list of its top-10 customer problems, based on call-center data.

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