Lynn Daniel

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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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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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Poor Customer Experiences Carry a High Cost

Poor customer service really carries a high cost in many ways.  One way is through customers that defect.  In an article by Kana Software that appeared in Loyalty Magazine, I was struck by some numbers he quoted.  Let me share them.

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How to Keep a Customer Service Program Alive

I have spoken with several clients over the past few weeks about how to “keep their customer service improvement process” moving forward and alive.  They have been at it for several years and performance has plateaued.  What were my ideas on getting new life into the program? 

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Keeping the Experience Alive and Vital

Many companies have had a formal customer experience program in place for many years. They have accumulated thousands, and in some cases, hundreds of thousands of interviews. Employees have completed training, and new technologies have been implemented to improve the customer experience. Among our long-time clients, all have a customer experience that is superior to what it was in the past. As I work with these clients, I have had several discussions about how to keep their program both fresh and effective. I want to outline some suggestions that can help keep the feedback component of your program alive and well:

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Employees, Customer Service and the Connection

I have written on several occasions about the need to focus on both the customer and employee when improving customer service. After a recent trip visiting clients I want to revisit the topic again. 

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How Much Does a Follow Up Call Matter?

A friendly smile. A welcoming voice over the phone. Someone who makes an extra effort to make sure you are pleased. These things matter in customer experience, but since many of these “little things” are in the eye of the beholder, it is difficult to know just how much impact they have. Did you know there is one simple thing you can do that will improve your customer experience score?


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Service Quality and Sales Growth: Another Connection

A recent research project for a client opened our eyes to the impact that high-quality customer service has on growth.  This client has used our transactional survey process for five years. 

We compared the service growth over a four-year period by individual customer account with the responses from each customer account to the Net Promoter® question (willingness to refer).

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Sears:  Could Better Service Have Saved It

Sears is now in bankruptcy. Creditors are pushing for a sale of its assets because they view the holdings of the company as more valuable than its worth as a going concern. Why this ignominious end? The reasons for the company’s decline are many and varied.

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Employee Engagement on the Construction Site

Managers may intuitively know having engaged employees is critical to business success, but recent research also supports this assumption. A Gallup study conducted in 2013 found that:

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