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helloQuality Standards Create Great Customer Experiences
Quality Standards Create Great Customer Experiences

While spending the day with an installation technician during my most recent consulting assignment, it became apparent that this individual was focused on the quality of his work. The way he took measurements and utilized his various tools were indications that he was interested in providing a quality installation. When asked the reason for his […]

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helloCustomer Experience Formula
(CACV+CT+EFMP)=GCE*C=CR A Customer Experience Formula

While assisting a client with developing a customer experience strategy, a formula crossed my mind. Now I can hear someone asking – Errol, a formula related to customer experience? Bear with me on this – CACV + CT + EFMP = GCE*C = CR. Let’s walk through this. CACV This component of the formula means […]

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helloFrustrate Your Front Line
3 Ways To Frustrate Your Front Line

Front-line personnel is tasked with providing a great customer experience – whether it be face-to-face, via phone, or web chat. An organization’s success at retaining customers is dependent upon the skills of those rendering service. Did you know that it’s important for your front-line personnel to be relaxed and confident during their encounters with customers? […]

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helloHow Do Your Employees Really Feel
How Do Your Employees Really Feel?

Customer service is a people industry. Although self-service has become an option for customers, people still play an important role in the customer’s experience. Employees are people. Just as customers share information regarding their experience with your company, employees do the same. What are your employees expressing about your organization? There are several websites that […]

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