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(An excerpt from the new book, “The CX Edge: Critical Customer Experience Questions to Help You ATTRACT, KEEP and WOW Customers” by Jeff Tobe) As I travel the world speaking, training, and consulting with professionals in hundreds of different industries and spheres of influence, I have been surprised that the question, “What is the difference […]

Just as most organizations experience turnover in their employee ranks, turnover occurs in your customer base as well. The extent to which both occur has a significant influence on your bottom line. There is a lot of emphasis these days on creating satisfied customers. But, is having satisfied customers enough? In our research we found […]

Who are your best customers? I’ll argue they’re your lost customers. No, the winter cold hasn’t frozen my brain; I left out a key phrase. Who are your best customers – to help you with business process and service improvement? Every business loses customers. It’s a fact of business life. And the tendency may be, […]

We can TALK about customer service all we want but it’s all in the implementation… Back in 2006 (and I am still telling the story!) I arrived at the Syracuse airport at 11:15 am for a 2:15pm flight. (not a lot to do in Syracuse so I thought I would hang out at the airport […]

Recently, when consulting for a new client, they mentioned that they were concerned that their teammates were not handling telephone complaints well. They said that their goal was to eliminate complaints. I had to stop them and explain that a complaint is a gift! The first edition of the book A Complaint Is a Gift, […]

Today, employee engagement and loyalty are more vital than ever before to an organization’s sustained success in the marketplace. I believe that there is a direct correlation between how engaged your workforce is and the customer experience. Most of you are probably familiar with the findings of a 2010 Gallup Poll which suggested that only […]