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Three Important Questions to Answer (and Keep Answering) for a Successful CX Program

When we first started our work in customer experience the focus, appropriately, was getting a new process accepted by employees, managers, and customers. It took some convincing. One of the things we urged clients to do was to think about the actual benefits to critical stakeholders when service improves.

What are the individual benefits for improving CX for your three major stakeholders?
1. The company
2. The employees?
3. The customers?
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Kudos for Communication in B2B

Courteousness and competency are significant factors in the customer service experience. However, excellent communication skills complete the trifecta of excellence.  

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8 Communication Tips for B2B Service Organizations

Over the last several years, I’ve seen an increasing number of B2B service organizations buy into the idea that communication, a soft skill, is an essential ingredient in delivering exceptional customer experiences and in turn, hard business results such as repeat business and word of mouth referrals.

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