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"But that’s the thing about loyalty, isn’t it? It’s given freely. You can’t say ‘I’ll be loyal to you only if you are loyal to me.’ That’s not loyalty – that’s a contract.”

Shaun Belding | www.beldingtraining.com
Customer Service Champions Blog - Customer service tips, tools and insights

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 The argument for improving our customers’ experience is irrefutable, and the positive data on the ROI keeps pouring in. A recent study by CustomerThink, however, reveals that only 25% of companies are actually getting significant traction from their customer experience efforts. What’s going on? I highlighted one of the big culprits for the lack of success in customer experience in an article I wrote for Entrepreneur magazine last month, but there is another, more common reason businesses are struggling to become truly customer-centric organizations. It’s kind of like your car… Perhaps the best way to illustrate the problem is with

Shaun Belding | www.beldingtraining.com
Customer Service Champions Blog - Customer service tips, tools and insights

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 I just came back from a month in Fuengirola, Spain, a fishing village-turned-tourist-destination in Costa del Sol. Fuengirola features seven kilometers of beautiful golden beaches along the Mediterranean, and an endless procession of restaurants, cafés, hotels and shops. A reminder of how important customer service is In the peak season, between June and September, these beaches and businesses are bursting at the seams. I was there in the low-season, a time when the streets and beaches are relatively empty and customers in very short supply. It was here that I witnessed a powerful reminder of the critical importance of customer

Shaun Belding | www.beldingtraining.com
Customer Service Champions Blog - Customer service tips, tools and insights

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 Why did I include a golden lab in The Journey to WOW? (Chewbacca is turning out to be a favorite character in the book!). I’ve been asked this question a few times. There were three reasons: I like dogs Chewbacca was a great sounding-board for Cameron It gave me the opportunity to write some fun stuff My Favourite Chewbacca Passages Chewbacca #1 Cameron made his way downstairs to find the lab anxiously waiting beside his bowl. He filled the dish and the dog’s head dove in. “Now don’t be expecting this every morning,” he said. “And don’t be expecting a

Shaun Belding | www.beldingtraining.com
Customer Service Champions Blog - Customer service tips, tools and insights

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 I can’t wait to tell you more about this fantastic company! A great example of all the moving parts that create outstanding customer experience.

Shaun Belding | www.beldingtraining.com
Customer Service Champions Blog - Customer service tips, tools and insights

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 This is the third installment of a month-long customer journey, where I will be reviewing the myriad of interactions that contribute to a customer’s overall experience. You can see the previous posts here: Outstanding Customer Journeys Begin With Consistency Customer Journey Part 1: Air Canada Inconsistency & A Creepy Robot Customer Journey Part 2: Customer Service in Planes, Trains & Automobiles There is an interesting phenomenon in tourism customer service. I refer to it as Seasonal Service Disorder. As seasons change from high to low, so do the levels of customer service. We’ve all seen it. When it’s crazy busy,

Shaun Belding | www.beldingtraining.com
Customer Service Champions Blog - Customer service tips, tools and insights

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 This is the second installment of a month-long customer journey, where I will be reviewing the myriad of interactions that contribute to a customer’s overall experience. You can see the previous posts here: Outstanding Customer Journeys Begin With Consistency Customer Journey Part 1: Air Canada Inconsistency & A Creepy Robot Some 23 hours after leaving our home in Ottawa, we arrived in our new home (for the next month) in Fuengirola, Spain. One short flight on Air Canada followed by two longer Swiss flights to Luxemburg then Malaga. A 45-minute train ride from Malaga to Fuengirola. Finally, all that was

Shaun Belding | www.beldingtraining.com
Customer Service Champions Blog - Customer service tips, tools and insights

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 This is the first installment of a month-long customer journey, where I will be reviewing the myriad of interactions that contribute to a customer’s overall experience. Why am I doing this? The explanation is in the first post here. Air Canada Begins With A Customer Service Fail We arrived at the terminal and headed for the Air Canada counters. There were three employees at the counters and no customers. Each of the counters had a “closed” sign on them. Hmm… None of the employees acknowledged us as we walked up and stood at the first counter. None of them appeared

Shaun Belding | www.beldingtraining.com
Customer Service Champions Blog - Customer service tips, tools and insights

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 In Customer Journeys, Only One Perspective Matters A customer’s experience with your company is influenced by your processes, policies, practices and the customer service you deliver. Before you begin designing strategies for improving your customer experience, though there are three critical things that you have to keep in mind. The first is that, when it comes to evaluating your customer experience, there is only one perspective that matters – the customers.’ Your opinion on the experience you provide is irrelevant. Customer Experience Is Not A “Thing” The second is that customer experience is not a static condition or a ‘thing.’

Shaun Belding | www.beldingtraining.com
Customer Service Champions Blog - Customer service tips, tools and insights

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 One of the reasons that I wrote The Journey to WOW as a parable was to try and best capture the profound impact that little things can have on a company’s success. This is a brief excerpt from the book illustrating a practice that almost all large companies are guilty of. They have no idea the potential opportunities they are missing. And what is gained by isolating yourself from your customers? Excerpt from The Journey to WOW “So you should call them,” the man’s wife said. “It sounds like a good idea. I’m sure they’d appreciate it.” “You’d think so,

Shaun Belding | www.beldingtraining.com
Customer Service Champions Blog - Customer service tips, tools and insights

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