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Waterloo, Ontario, Canada
Joined May 2010
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In the Chat retweeted
New Blog Post: The Customer Is Angry – And, It’s Not Your Fault buff.ly/2HK1M49 It may not be your fault, but it is your opportunity.
#BusinessStrategy #CustomerExperience
In the Chat retweeted
Customer experience is always evolving, so change is part of the game. But of course, as humans, we're resistant to change. Here are some expert tips via @Forbes for communicating change to your customers in a way that doesn't scare them off. #CX #CustExp buff.ly/30D5oxo
In the Chat retweeted
We are very excited to have @IntheChat join @pega
Looking forwards to sharing their amazing solutions at #PegaWorld next month.
prnewswire.com/news-releases…
In the Chat retweeted
Executives and managers can take time to pen handwritten notes to employees. Many employees keep these notes. This type of #recognition is personal, meaningful and gives the employees a sense of pride about who they work for. #leadership
In the Chat retweeted
Did you know that 43% of #contactcenter agents are unhappy in their jobs? @IntheChat gives some tips to reduce #agent turnover. bit.ly/2GBBlNp
In the Chat retweeted
Care makes customers feel as if they have a connection with the company. People like doing business with a company that cares about them. It even makes them willing to spend more. buff.ly/2Ws61HR via @Forbes #CustomerExperience #brand
In the Chat retweeted
"Trust is foundational, and here’s why. If you don’t believe that your customer facing employees are capable enough to empower them, then you are short circuiting the delivery mechanism in a big way." Great thoughts on trust in #CX via @Forbes. #Trust buff.ly/2IT1ACR
In the Chat retweeted
Important considerations for #loyalty programs: "76% of Americans are more likely to join a program which collects only their name and phone number [...] 71% said they would be less likely to join a rewards program which collects personal information." #CX buff.ly/2URAqm8
In the Chat retweeted
New on @Forbes: How To Earn A Perfect Customer Satisfaction Score buff.ly/2GzpCPq #leadership #CX
73% of companies with good customer service make more money. @helpscout
In the Chat retweeted
10 Fresh Examples Of Customer Experience Innovation via @forbes forbes.com/sites/blakemorgan… via @blakemichellem #cx
In the Chat retweeted
Let's put our customers first. Do you have fine print? Do your sales or special deals come with anything complex or unknown that the customers need to decipher? If so, you might be creating "gotcha!" moments with your customers, and we want to avoid that. #CX #customerexperience
In the Chat retweeted
My latest on How Financial Institutions Can Shift From Product-Pushers to Relationship Builders #digital #cx #personalization bit.ly/2Huz6xE
In the Chat retweeted
The best products not only satisfy customers; they change their daily habits. Psychologist @nireyal, author of Hooked: How to Build Habit-Forming Products discussed how to make customer engagement stick. bit.ly/2VWG8iV
In the Chat retweeted
How to Create a Customer Experience That Keeps Bringing People Back—there are some good ideas for customer retention here. Number four brings to mind one of my favorite tools—customer experience labs. What would you add to this list? #CX #CustExp buff.ly/2UDOTlA
In the Chat retweeted
The best companies strive to deliver a service experience that earns their customers’ loyalty. They don’t just compare themselves to competition in their industry; they compare themselves to the best companies in every industry that have a reputation for providing an amazing #CX.
In the Chat retweeted
My latest on How Financial Institutions Can Shift From Product-Pushers to Relationship Builders #digital #cx #personalization bit.ly/2Huz6xE
In the Chat retweeted
6 Customer Service Pitfalls and How to Avoid Them buff.ly/2DaWugH via @destinationCRM
